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The Philippines – Manila especially – is full of experienced, high-quality agents. Call centers in the Philippines 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.
A high-quality call center in the Philippines 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 call center in the Philippines 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 Philippine call centers 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
There are numerous telemarketing companies in the Philippines, which means we have a massive pool of talented sales agents to choose from. These agents have spent years in outbound and inbound sales for American consumers and American businesses. Our agents are 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
Our Philippines call center outsourcing 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 Philippines call centers 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 centers 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 call centers in 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.
List of Services
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 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.
The focus is to maximize your sales and customer acquisition using several channels and strategies.
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 when you outsource customer service to the Philippines.
Keeping your customers requires your call center to be on top of every situation that comes up. 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.
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.
The distinct advantages of call center outsourcing to the Philippines
Call centers are considered a desirable career choice in the Philippines.
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.
Philippines call center agents are also …
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.
Large corporations (including JP Morgan Chase, American Express, Netflix, Twitter, Ford) and countless small/medium-sized American businesses have been hiring call center companies in the Philippines since the 1990s. So, Philippine call centers will often have agents experienced with American businesses and understand how they work.
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.
When you use Philippines call center outsourcing 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.
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.
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.
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.
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.
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.
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 call center in the Philippines 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.
What you get
Founder Jesse Rosenthal and Loop’s Senior Leadership team have decades of experience helping many of America’s biggest brands to build and run world-class support services and high-performance sales and retention campaigns.
We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we’ve developed 4 solutions and 13 services that increase acquisition, retention and deliver cross-sells and upsellsat key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.
We create and customize processes for each product we will sell and support. We also plan for every communication channel, whether inbound or outbound. These are then cascaded to our agent teams via an in-depth formal training program.
Each agent is trained separately for each of your products and services to be able to handle both sales and support, whether inbound or outbound. We maximize agent productivity by letting them switch from inbound sales calls to email support, outbound phone to inbound sales and customer services, and more, as needed. We do this while maintaining the highest standards in all channels and service types.
Our headquarters are in the center of talent in the Philippines. We select and nurture the best talents to help our clients grow. We go beyond skill and also look at compatibility. A team will be assigned to become your brand ambassadors who will know your product or service inside out. Aside from a strict 4-layer screening process, we conduct monthly refresher training programs to ensure they’re in tip-top shape while representing your brand. Our dedicated HR team knows how to pick the top market agents who have great potential. Our Operations team will train them to become top-performing agents, delivering world-class customer service and exceptional sales results.
We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). When you add new products, websites, marketing campaigns, and customers, we expand our scope, learn about the changes, update your processes, and train the agents. As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.
You will get a seasoned call center operations sales or support manager with extensive experience in launching new services. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.
We provide fully managed call center serviceswith your goals in mind. We can use your existing processes and/or create new ones for you based on your needs. We are flexible enough to help you scale your business faster.
Our numbers
90%
Inbound Conversions
25%
Saves
95%
Quality Score
150%
ROI
What our clients have to say
Try us for 90 days and see real tangible results before you make your decision
Thinking about outsourcing? Send in this form and we’ll set up a call right away.
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You will be given an all-inclusive rate per month which will depend on the type of service and number of dedicated agents. This price includes everything needed to achieve great quality and results. You won’t be dinged for extras later. Contact us for a personalized proposal.
Our key solutions are customer acquisition, customer support, customer retention, subscription management, and customer growth. Learn more about them here.
Not at all. We work with companies of all sizes, across multiple industries. Even small businesses just starting out that hire an agent or two may increase to needing 10, 20, 50, 100 (or more) agents. Our goal is to grow your company through our world class customer treatment, sales, retention, and renewal services.
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.
There is no commitment necessary, and we offer 90-day trials. After that, we can set up a contract on a monthly, annual, or multi-year basis. But you’re not locked into any obligation. If you’re not satisfied, you can cancel at any time with notice. It’s as simple as that.
Each member of our leadership team has over a decade of experience in call centers (sometimes more). Our staff is knowledgeable in all aspects of call center services including: sales, support, and retention with small, medium, large, and start-up businesses. We’ve learned through trial and error what works and what doesn’t. We take the time to study your business, monitor the results, and work to continually improve on them to reach your goals. We also understand the value of loyal customers who return again and again to purchase your products/services. Our goal is to grow your customer base, keep your current customers happy, convince cancellations to stay on board – in short provide the best call center services for your business.
If you hire us for our high-performance sales team, we measure our results based on increased sales, revenues, and customers. If you choose to use our world class customer service, we base results on Quality Assurance, productivity, and first call resolution. We strive to deliver a solid ROI upfront for our services.
On the sales side, we offer customer acquisition including inbound/outbound sales, cross selling, upselling, lead generation, appointment management, and live chat sales. For customer retention, our agents will handle winbacks, cancellations, and subscription/membership expirations. For customer service, agents provide customer support, onboarding assistance, and technical support. Agents communicate with customers via incoming or outgoing phone calls, email, live chat – or even across multiple channels.
Not at all. We customize the number of agents according to your needs. You can start with as little as one agent and scale up as needed or jump in with both feet for a whole team of agents. We work with you to provide what you want from a call center. Starting off small is also a great way to test the waters to see if we are a good fit for your business.
We understand that businesses have different peaks and valleys. That’s why we are flexible enough to scale up or down based on your work volumes. We collaborate closely with your marketing and operations teams to anticipate different periods of fluctuations so we can meet your staffing needs.
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):
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:
… 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 …
You’re going to see results right away – but we will continuously adapt and improve to build toward your goals. This typically takes between 30 to 90 days, so we recommend a 90-day trial run.
Of course! Our technology saves all call recordings, emails, and chats – making them accessible to you at any time you want to listen or view them. Our Quality Assurance department will also regularly evaluate them and discuss with you what is working and what isn’t so we can provide you with the best results. In addition, the team supervisor will have regular call listening reviews with you (using Zoom), to make sure agents are aligned with your key points.
You can choose any combination of services and channels. Maybe you want us to focus only on customer service through chat, we can do that. Perhaps you want us to handle all channels (phone, email, chat) and all services (sales, retention, and support). You can use all sorts of varieties to get exactly what you want that suits your call center needs the best. We can also work alongside your other call center and sales teams to help improve your current results.
One of the reasons we were so successful during the pandemic is that we had remote capabilities already in place. We have both in-facility teams as well as remote agents working from home. Agents who work remotely use the same technology and receive the same training as agents onsite. We monitor agents and conduct Quality Assurance reviews, just like we do with onsite agents. You can choose to use on-site agents, remote agents, or a combination of both.
Fill out our contact form here or give us a call at 1-855-947-5667, our call center experts are standing by. We will learn all about your goals, your needs, your budget, your technology, and your processes so we can provide you with a proposal that ticks every box.
111 Paseo de Roxas Ave
Makati, Metro Manila, 1229
Philippines
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