Philippines 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. 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.
World class customer support:
Our call center in the Philippines practices the seven keys of successful
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.
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.
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.
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 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.
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.
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.
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 outsourcing
customer service to the Philippines
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).
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.
Loop understands the subscription marketplace which already puts them ahead of the crowd. With Loop, you don't just give them a list and be done with it. Jesse brings ideas and opportunities to you - sometimes ideas that don't benefit him a bit. That's a true partner.”
Eagle Financial Publications
“Loop soon proved to be an income generator for our subscription based webmaster tools related business. We were all pretty much overwhelmed by the month to month growth and the revenue per client that was generated in a very short period of time.
Co-founder and CEO, Azooki Founder, Leadya Services, Inc. Director of
“He has been instrumental in transforming contact centers into profit centers by increasing bottom-line margins of multiple customers.”
Solid State Optronics
“He puts premium on teamwork but appreciates innovation as well. I will specifically highlight his not resting on his laurels, so to speak – he constantly looks for ways to get better, learn more and improve on his execution.”
Je Froilan Clerigo
JM Clerigo & Associates Law Office
“I have seen Jesse come in and completely turn around a call center. Everything from changing ineffective hierarchy structures, and outdated rules; and more importantly, building a team that wants to, and can, support the goals and vision he lays out.”
Founder & CEO
Clean Tech Lighting and Power
“Jesse brings the right entrepreneurial spirit and strong work ethic to his company, and combined with his deep understanding of the call center space and unique insights into the needs of subscribers.”
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
111 Paseo de Roxas Ave Makati,
Set goals with you
We study your business, products, marketing, customers, website and tech
We plan out how to talk to your customers and deliver the results and quality you need
We build processes and a formal training program
We hire and train a brand new team of agents and a manager
We setup tech for you, reports, quality, compliance, branding, and more
We launch your service and rapidly increase performance to achieve your goals
We manage and improve your service over time, keeping current on all changes
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.
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):
- Five 9
- Call Shaper
- Live Chat Inc
- Zendesk phone
- Zendesk email and ticketing
- Zendesk chat
- 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:
- Advantage CS
- 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.