Since its emergence in 1992, the Philippine contact center outsourcing industry has grown well beyond its humble beginnings to become an economic powerhouse for the country.
“In a relatively short time, call center outsourcing has become one of the world’s fastest growing and most dynamic business sectors. The Philippines is now the world’s largest and leading contact center outsourcing destination and trails only India as the global leader in business process outsourcing,” says Ralf Ellspermann, CEO of PITON-Global, a leading, mid-sized outsourcing provider specializing in call center services in the Philippines.
This phenomenal growth has been fueled by a well-established track record of outsourcing success. Companies from the US, Great Britain, Australia, and other countries invest in outsourcing their call centers to the Philippines for one major reason: It works as a cost-cutting initiative and a way for businesses to streamline their operations.
The benefits of outsourcing contact center services to the Philippines
Companies enjoy savings of up to 50% in operating costs, improved company efficiency, better employee productivity, and a greatly enhanced customer experience. Outsourcing call center services to the Philippines also frees up resources for other business needs and allows organizations to expand their operations and reach new markets.
The benefits don’t stop there, though. Here are some other advantages of outsourcing contact center functions to the Philippines.
Less costly than operating an in-house contact center
“Running an in-house call center can be labor- and cost-intensive. Large onshore call centers typically have a 40–80% turnover rate, so agent recruitment, hiring, and training are an ongoing challenge,” says Ellspermann. Figure in the high costs of facilities, infrastructure, equipment, and maintenance, and operating an in-house contact center can be a money pit.
Business expansion
Outsourcing call center operations frees companies to focus on core business responsibilities. Money saved on support operations can be invested into important growth initiatives like developing new products and services, implementing the latest technology, and building a savvy social media presence. In-house employees can focus on their specific jobs rather than being stretched thin by attending to secondary back-office tasks.
24/7 availability
Contact center services in the Philippines are provided on a 24/7 basis. Round-the-clock availability ensures that your customers get immediate support whenever they need it, including weekends and holidays. This approach improves the customer’s experience and provides service continuity.
Access to new technology
Industry-leading providers are investing heavily in artificial intelligence and automation as a way to stay competitive and give their foreign clients a better experience and ROI. “In this way, companies gain access to the latest customer support technology without the expenditure of buying it themselves. To stay competitive in the global outsourcing market and to meet the needs of customers in fast-paced cultures, cutting-edge technology is a must,” explains Ellspermann.
Diversified talent pool
The Filipino contact center workforce is widely known for its versatility and depth of skill. Companies can access teams with diverse talents spanning a range of back-office tasks, from data entry, research, help desk support, customer service, marketing, sales, and inbound and outbound sales. Outsourcing providers in the Philippines are geared to change and scale quickly to meet shifting client needs.
A sound business investment
The many benefits of outsourcing contact center services to the Philippines make it a sound business investment for companies in the US and globally. “Trusting third-party providers to manage customer support and other front and back-office requirements allows companies to focus on the business of running a successful and profitable enterprise. That alone makes outsourcing call center services to the Philippines a sound business investment,” concludes Ellspermann.
