Philippine Call Center
Loop Contact Solutions’ Philippines
call center goes that extra mile to
become an engine of revenue growth
and customer satisfaction
The Philippines – Manila especially – is full of
experienced, high-quality agents. A Philippines call center can provide
friendly, Americanized agents who are sharp as a tack -- at a significant
savings over American call centers.
We provide knowledgeable agents, high-performance sales/retention, and world
class treatment for each customer from beginning to end. Our Philippine call
center can be the competitive advantage you need to grow your business.
TRUSTED BY
What is a Philippines Call Center?
Philippine call centers provide high quality, full-service sales and support at a fraction of the cost
A high-quality Philippine call center will provide you with super-friendly Americanized agents, skilled management/training, and the ability to enable complex processes for a 50% savings over American call centers. Bottom line: you get a great team at a great savings.
World class customer support:
Our Philippine call center practices the seven keys of successful customer
service:
1) speak to an agent quickly without lengthy wait times,
2) solve the issue within first contact (no back and forth emails/calls),
3) quick resolution so time spent on the call/chat is short,
4) good quality of service,
5) ability to handle multiple channels of communication,
6) strong selling/saving clients,
and 7) knowledgeable agents who are experts in your business.
Agents can relate to the customer:
Our call center agents speak “American” English, love American culture, and usually only have a very slight accent. They are confident, enthusiastic, very smart, and can offer expertise in your product. The idea is to establish a trust between the customer and call center agent.
High quality sales and retention:
the Philippines provide a massive pool of talented sales agents who have spent years in outbound and inbound sales for American consumers and American businesses. Our agents are very experienced in sales scripting, strategies, and tactics. You are going to get high performance sales results from our Philippines call team.
Superior lead generation, appointment setting, and live transfers:
Using our Philippine call center will enable you to enjoy a steady stream of leads, transfers, or appointments. Our agents will generate key customers and decision-makers from those leads (including high value sales and products) – but at a low cost per lead/transfer/appointment. So your costs are low, but your quality and results are high.
Cost-effective versatility:
Our Philippine agents can easily handle multiple channels. They have experience switching between phone, email, and live chat. Likewise, our agents are can seamlessly flow between inbound customer support to outbound sales. This maximizes productivity of the agent while minimizing your customers’ wait time.
American businesses love the call center industry in the Philippines …
The agents sound like Americans and are probably more Americanized than anyone on the planet – except Americans themselves. Filipino agents are friendly, respectful, enthusiastic, and smart. They provide great service, are knowledgeable, can achieve high performance sales, and quality processes. Plus, since the Philippines offers a cheaper price tag, the savings are significant. You reduce your costs without reducing quality or results.
… And American consumers do, too!
There’s something about the Filipino agents that gives the impression the customer is speaking with a US call center. Usually the agent only has a slight accent. However, their English is American, they follow American culture, and are very friendly. Americans feel comfortable chatting with Filipino agents. Sometimes the customer doesn’t even realize they’re talking to a global call center. Customers appreciate the quality, service, and results.
Services Offered
List of Services
Customer Acquisition
World Class Customer Support
Customer Growth
Communicating with customers through the channels they prefer
Our agents are trained to handle inbound and outbound
phone calls, email, and live chat.
Some agents are also trained to handle multiple channels so they can switch from
one to the other seamlessly.
This is a HUGE advantage because it allows agents to jump in where the demand is
the greatest – reducing customers’ wait time. So instead of having, say, 10
agents assigned to phones, 10 to email, and 10 to live chat/social media – you
have 30 agents at the ready to handle customers wherever they’re needed most.
We provide a variety of services to meet your call center needs
We offer a multitude of services with our call center from customer support to high-performance sales, quality retention efforts, and other kids of business process outsourcing. Use them all, or just the ones you need the most. We can customize our call center to fit your needs and budget.
- Customer Acquisition
- Inbound Sales: Some calls are simple order taking. But there are times the customer isn’t convinced and requires more finesse to persuade the customer to buy the product or service. For these calls, we use high-quality agents and powerful strategies to turn those prospects into sales. Our agents will also take advantage of opportunities to cross sell/upsell, creating additional call center capital for your business.
- Outbound Sales:With the right strategies, outbound sales can be a powerful tool to grow your business and revenue. Our secret is knowing who to call, when to call, how to increase the percentage of people who answer, how to pitch, what offers to make, and how to take advantage of opportunities to cross sell and upsell.
- Appointment Setting: Appointment setting is more than scheduling – it’s about generating qualified leads for your salespeople so they can close the deals. Our appointment team will set appointments for new customers, existing customers, former customers, unconverted prospects, former prospects, or a combination of these. We provide high-quality services with agents who produce a steady stream of qualified, attended appointments at a low cost per appointment.
- Lead Generation: Not all leads are valuable -- this is where our lead generation team comes in. Agents will talk to each lead, filter out the time wasters, and pass along the names that are worthwhile. That way your salespeople spend their time on the leads where they have the highest probability of closing the deal. Likewise, if you don’t have any leads, we can guide you with online research and lead lists. Once we have those lists, our lead generation team will again separate out the wheat from the chaff.
- Live Chat Sales: Our goal is to take advantage of your website traffic: We use live agents armed with strategies and incentives to convert the curious visitor into a paying customer. Likewise, our agents will customize their approach depending on where the visitor is located on the website. For example, if viewing the pricing page, the agent will highlight special benefits and features of your services. We also study the traffic on your website pages to identify which pages could use improvements and we will offer suggestions on how.
The focus is to maximize your sales and customer acquisition using several channels and strategies.
- World Class Customer Support
- Customer Service: Happy customers are loyal customers. They spread the word about your business, are less likely to cancel or refund, and will continue to purchase from you. We provide world class customer service by responding promptly, showing empathy, offering high-quality support, resolving the issue, saving customers, and selling where possible.
- Email Support: Emails are like the red-headed stepchild of call center channels – but they can be incredibly important. Email can be the first interaction we have with a customer, so what we say matters! Our agents deliver quick, well-written responses that address the matter and propose a solution. This is how we can win customer loyalty. If we are slow to respond, or don’t resolve the issue, your customers will seek out the competition.
- Customer Onboarding: Customer support doesn’t end with the purchase of the product. Our onboarding team will make sure your customer is comfortable using your product/service, so they don’t cancel or fail to renew. We have a thoughtful strategy designed to help each onboarding customer get the most out of the product. Our agents also never lose sight of a chance to cross sell and upsell during onboarding if the opportunity presents itself.
- Technical Support: Technical problems can cause cancellations, returns, or spur the decision not to purchase – yet they can be resolved with the right help. There are generally 4 types of technical issues: 1) the customer doesn’t know how to use the product, 2) the product requires technological savvy the customer doesn’t have, 3) the product itself is technologically challenging, 4) the product has a technical defect. Our technical support team focuses on resolving the problem and keeping customers happy, so they return.
Customer loyalty is built on the quality of customer support received. When independently audited, our agents routinely achieve 90%+ Quality Assurance scores. We build and manage Quality Assurance programs that evaluate the quality of interactions by our own dedicated, independent Quality Assurance team to make sure our agents are taking the best care of your call center customers.
- Retention
- Cancellation Prevention: We regularly deliver a 25% cancellation saves rate, sometimes more. With inbound call cancellations, our team will first identify the problem, then use our customized retention strategies, offers, and rebuttals to convince the customer to stay. When a customer cancels through email, chat, the membership portal, or just lets their subscription lapse, we don’t have the opportunity to talk to the customer directly. So, our agents proactively contact those customers to identify the reason for cancelling and persuade them to remain a customer.
- Saving Expiring Subscriptions: There is a massive amount of untapped capital in expired subscriptions. According to Forbes, American credit cards expire every 4 years. That means about a quarter of your autorenewal customers are at risk of failed credit card payments annually – that’s a huge chunk of your subscriber base! Our Philippines call center service agents can often recover about 20% or more failed autorenewals when speaking to customers over the phone.
- Customer Onboarding: Customer support doesn’t end with the purchase of the product. Our onboarding team will make sure your customer is comfortable using your product/service, so they don’t cancel or fail to renew. We have a thoughtful strategy designed to help each onboarding customer get the most out of the product. Our agents also never lose sight of a chance to cross sell and upsell during onboarding if the opportunity presents itself.
- Winbacks: Former customer lists can be a goldmine when it comes to winbacks. We reach out to these customers, ask about their experience, fix any issues, and re-sell the product/service. If a customer doesn’t want to use the same service or product, our agents will offer a different product to keep them engaged. Whatever the reason for their leaving, our team is prepared to win them back.
Much of the success in retaining your customers is being proactive about their situation. If a customer decides to cancel, or their subscription is in danger of expiring – or even if it already has expired – agents will call these customers to convince them renew or come back.
- Customer Growth: Cross Selling and Upselling
- Cross sell-at-birth: while the customer is purchasing one product/service, our agent cross-sells another product of similar cost.
- Cross sell to new customers: we offer products of similar value within the first 30, 60, and 90 days of purchase.
- Cross sell low-priced products: For customers who have already bought one low-priced product/service, we offer them another low-priced product.
- Cross sell premium products: Selling high-priced customers more high-priced products.
- Cross selling high-priced products to low-priced customers.
- Upselling: Selling more of a product/service to what the customer already has, such as an early subscription renewal, add-ons, extra items, and usage.
When a customer calls in to make a new purchase, onboard, or get customer support, there are a lot of opportunities to cross sell and upsell.
Benefits of Using Philippine Agents
The distinct advantages of outsourcing
your call center needs to the Philippines
In the Philippines, call centers are considered a desirable career choice.
Agents remain in this career for many years, so you often will find highly
capable, experienced, and intelligent candidates.
Filipinos are also some of the friendliest people around and are very customer
centric.
There are a lot of highly skilled agents in Manila, which means the talent for
hire is top-notch.
Plus, the costs are much lower than American call centers – about 50% less.
Philippine call center agents are also …
Fluent in American-style English and culture.
They learn American English and culture from an early age and are completely immersed in it throughout their lives. This makes them very comfortable communicating in this language and culturally connecting with American customers. Most accents are light when using agents from Manila – no more than a Californian or New Yorker.
Familiar with other American businesses.
Large corporations (including JP Morgan Chase, American Express, Netflix, Twitter, Ford) and countless small/medium-sized American businesses have been hiring Philippine call centers since the 1990s. So, there are many Filipino agents who have had experience with American businesses and understand how they work.
Highly skilled college graduates.
Many Filipino college graduates see a call center as a career goal and will go to college with the objective of becoming a call center agent. You get intelligent, strategic, business-minded agents who know how to close the deal.
Strong closers.
When you outsource to a call center in the Philippines like ours, you get a dedicated team of agents who can execute your sales program. Our agents are savvy, smart, and can think outside the box to make the sale on all levels: complex, high-end, subscription, retention, cross selling, and upselling. They can also tailor their conversations to meet the expectations of the caller/emailer/chatter.
Agents sound attractive and confident.
People place a lot of value on the sound of a voice, and they develop an impression within the first 4 seconds. We pay a lot of attention to how the agent sounds listening to tone, pitch, and softness that can convey attractiveness, confidence, and intelligence. We also train all agents so they’re experts in your product/service.
Dispelling the myths about global services
and outsourcing to Philippines call centers
1. Lack of visibility – It’s too far away
You have complete visibility. Your team is hired, trained, and dedicated to your business. Because your team only works on your account, we expect you’ll get to know the agents really well.
2. Reports will be hard to get or inadequate
Reports can be customized to your specifications in a format that fits your needs. You have total accessibility to reports, transcripts, and recordings at any time.
3. Customers will receive poor quality service or agents won’t know about my business.
We will build in-depth, end-to-end processes for you (or use yours). Our agents will undergo rigorous training, are educated about your product, and are regularly monitored by Quality Assurance teams. We also establish a culture of accountability and rewards to motivate employees to provide world class customer service.
4. Foreign agents won’t speak English well.
Our call center in the Philippines hires employees who are college graduates, learned American English from an early age, and enjoy American movies, TV, music, books, and social media. Accents are usually very slight.
5. Agents aren’t trustworthy.
All our agents go through background checks, screenings, and comply with Payment Card Industry Data Security Standards (PCIDSS).
Common call center pain points –
and how our Philippines call center will give you peace of mind
We’ve identified several pitfalls that many call centers can fall prey to. We make sure they will never be a problem for you.
You will never have to share your agents with other accounts
We create and train a team of agents who are dedicated to your account. Each agent is educated about your company, its products, sales strategies, and customer profiles – so they essentially become experts in your product or service.
We won’t surprise you with hidden fees.
Before we get started, we will sit down with you to talk about your expectations and what it will take to meet those goals. We have a simple all-inclusive fee that will give you everything you need – without extra add-ons. There are no extra fees like reports, supervisors, Quality Assurance checks, holiday/weekend hours, etc. These are a part of running your call center. Likewise, we will find you the right agents, put together the team, and keep you updated on the progress.
You will not have to deal with poor quality agents.
Being in Makati City, the call center capital of the Philippines, we have access to some of the most seasoned call center talent. We hire agents who are fluent in American-style English, college educated, and worked at least 6 months in a call center for American accounts. We interview each candidate thoroughly, test their English aptitude, and run background/reference checks. For call agents, we will listen to how they sound over the phone and how they handle themselves in various situations. For email/live chat agents, we test their typing skills and grammar. Our in-house Quality Assurance team ensures agents are performing at 90% or better.
We don’t stick you with an unbreakable contract or high price tag.
Nothing is worse than being bound to a contract you’re unhappy with. When you hire our call center, you can choose how small or large you’d like to go. You can begin with a small team as a test and scale up later. That way, you don’t spend a lot of money upfront before you’re confident with our services. Or you can jump in with a detailed RFP and roll out on a large scale. We can handle it all. You’re not locked in long-term. If you’re dissatisfied, you can get out. We want you to stay because you’re pleased with the quality and results.
We don’t expect you to take on the project of building out call center processes yourself.
Developing end-to-end detailed business processes is tedious. You must think about every possible scenario – inbound calls, outbound calls, emails, live chats, retention, sales, renewals, and support. There are many situations, variations, and hiccups possible with every interaction – your agents have to be ready for it all. We are well-versed in constructing call center processes and can build a full process for you from top to bottom, so you don’t have to. If you already have one in place, we can fit in seamlessly with it.
Our numbers
Inbound Conversions
Saves
Quality Score
ROI
What our clients have to say
Try us for 90 Days and see real tangible results
before you make your decision
Talk to an expert!
Thinking about outsourcing? Send in this form and we'll set up a call right away.
US: 1 855 947 5667 (LOOP)
UK: 44 20 8077 0673
AU: 61 2 8073 5261
sales@loopcontactsolutions.com
support@loopcontactsolutions.com
111 Paseo de Roxas Ave Makati,
Metro Manila,
1229 Philippines
Certifications
How it works
Answers to all your burning questions
We will work with you to understand your needs and goals, then develop a plan to meet those objectives. We will first conduct small-scale test runs so you have an opportunity to see our agents and services in action. If you are dissatisfied with our performance at any time, you can cancel. But we think that is unlikely: our clients often reach their ROI upfront because we constantly monitor and improve our services so that your company reaches its goals faster.
About our services
If you already have an in-house call center or want to test Loop head-to-head against another call center, we can collaborate with any team or processes. We will provide you with reports and key data so you can measure the results and decide if Loop is right for you.
For call center, we are fluent in (and can provide if necessary):
- RingCentral
- VICI
- Five 9
- Call Shaper
- Live Chat Inc
- Drift
- Zendesk phone
- Zendesk email and ticketing
- Zendesk chat
- Gorgias
- And more
For customer relationship management (CRM), payment, and e-commerce management, we are well-versed in multiple technologies so we can adapt to whatever you are using:
- Salesforce
- HubSpot
- Zoho
- Pipedrive
- Shopify
- WooCommerce
- Advantage CS
- Braintree
- Stripe
- Chase Paymentech
… to name a few. All our agents use fast, high-quality PCs with dual monitors, and fiber-optic internet. They have secured and compliant access to call center phone, email, and live chat.
We provide everything you need to launch and run your service. You get …
- Call center scripts and processes (we can create them for you, or we can use yours).
- Set up and management of call center technology (or we can use yours).
- A dedicated sales/support team that we hire and train for you.
- Supervisor you work with directly who’s personally running your team.
- Weekly updates with the person running your team about the important details: results, support quality, lists, types of calls/emails/chats, etc.
- You’ll also be able to reach your team supervisor between weekly updates through Teams, Slack, chats, or email.
- Access to all reports so you can see how your team is performing.
- Quality Assurance team that monitors agents (aiming for 90% or better rating).
- Review of results to see what’s working, what isn’t, and what changes we can make to reach your goals.