310-844-7805 
020-337-19916 
03-8678-1749
PITON is a leading provider of in- and outbound call center services in the Philippines. We have the skills, experience and resources to help companies achieve a higher operational performance at a significantly reduced cost through improved metrics such as faster handle times, higher sales conversion rates, and increased customer satisfaction scores. We deliver unrivaled business value for our clients by combining operational excellence with a deep domain expertise across a broad range of industry verticals. All of our services are delivered from our state-of-the-art call center facilities in the Philippines.
The most recent trend surfacing in the Philippines inbound and outbound call centre industry is the growing recognition of what it has to offer for cost and quality conscious businesses and industries in the UK.
Whereas the Philippine call centre industry is commonly recognized as the offshore inbound and outbound call centre outsourcing destination of choice for US companies, 2012 is seeing major recognition of the importance and value of Philippine contact centres to UK and Australian markets too.
The Philippine call centre industry, representing both inbound and outbound call centre processes of all types, is expected to bill over $12 bn (US) in 2012, of which 30-35% is projected to come from the Australian and UK customers. Currently 18% of Australian call centre outsourcing goes to the Philippines whereas only 4% goes to India.
Another example of the importance of the Philippines call centre industry to UK and Australian markets is the declaration of Philippines as the “Offshoring Destination of the Year” by the National Outsourcing Association (NOA) in the UK. This marks the third time that the Philippines has won this coveted award in the UK. The first was in 2007.
This is, in fact, a ‘big deal’ because the NOA is the only outsourcing trade organization in the UK and it represents the interests of end users, vendors and other types of companies related to outsourcing of call centre type services.
And it’s not just in the area of inbound and outbound call centre services where the Philippines is getting major attention either. Industry observers note that the Philippines is also becoming stronger and stronger in multi-channel contact centre services, BPO services and IT services and support.
This trend, relative the UK and Australian markets, is accelerating as the global economy continues to experience rough and uncertain times. UK companies wanting to outsource their contact centre requirements such as telemarketing, lead generation, customer service and tech support have discovered the advantages that the Philippine call centre industry has to offer.
UK companies are attracted to Philippine call centre outsourcing providers not only because of the excellent, high-tech facilities and infrastructure available there which enables them to offer very sophisticated services and excellent performance metrics. Another important reason is the customer experience in general. Filipino call centre agents get very high marks from UK consumers for their high level of English proficiency and courtesy.
In earning this recognition, it’s also interesting to note that the Philippine contact centre industry beat out several other high level provider destinations in the industry…i.e. India and South Afirca. Several other factors contributing to the emerging dominance of the Philippines contact centre industry include the following:
• The Philippines is the largest English speaking country in Asia and in fact English is one of two official national languages of the country (the other language being ‘Tagalog’).
• The Filipino character is especially comfortable and proficient in ‘service’ type functions whereas other nationalities don’t score as high in metrics relating to ‘service’.
• Filipinos, because of their close cultural ties to the US and the UK, are very comfortable marketing to and servicing US and UK consumers, products and services.
• Filipinos, even though the Philippines is considered a ‘developing country’, travel a lot and often are very familiar with the areas and markets they service.
As this trend continues, call centres in Manila, the largest and most sophisticated hub of both inbound and outbound call centre services in the Philippines, continue to get more inquiries and visits from UK and Australian business leaders and decision makers who are looking for the advantages of offshore business process outsourcing (BPO) which they’ve been hearing so much about.
Few Philippine-based call center service providers can match the customer acquisition, management and retention capabilities that PITON has developed over the last 10 years. Our state-of-the-art multi-channel contact centers are built and managed using a world-class technology platform and process that is designed to drive consistency and quality regardless of the specific business process that is being outsourced. It is this standardized customer interaction platform and process that enables PITON to successfully deliver a significantly higher quality and performance while reducing capital and operating expenses. As business continues to expand, companies are looking for partners like PITON to help them operate successfully in this new environment, while maintaining the quality of service their customers have come to expect.
PITON works with clients to design, implement and manage programs that meet their exact specifications. By assessing the customer acquisition, management and retention strategy, PITON can understand the promise to their customers and can leverage its domain expertise to develop solutions that are tailored to these specific needs. As a result, we are able to optimize the customer experience and achieve the revenue generation and cost containment objectives of our clients with superior consistency.
There’s a reason why in 2010 the Philippines became the world's #1 offshore call center outsourcing destination. Now, more than ever, business decision makers know that success leaves clues and results are the bottom line. The BPO and the call center industry in the Philippines presently employ more than 600,000 people in total, staffing over 600 call center companies and, as the largest and most profitable single sector of the Philippines economy, is projected to surpass its revenue target of US$12 billion for 2012.
What accounts for this meteoric rise to world dominance in the highly competitive, high-tech, and skill-intensive industry BPO and Call Center services industry? Here are some of the reasons:
One of the primary reasons to outsource to the Philippines is because Filipinos have a strong cultural affinity to the West. This of course comes from their long historical association with Spain and the US. Filipinos watch US movies, read US magazines, buy US fashions, and use US products... all of which gives them a more natural familiarity with the products and services they support in call centers where they work.
Obviously this cultural familiarity is highly conducive to a high level of proficiency in using and understanding contemporary English language. In fact, English is the official language of the Philippines. It’s taught in the schools right along with Tagalog, the native Filipino language. Since Filipinos are so deeply immersed in English on a daily basis, amongst the English speaking world, the Filipino English accent is recognized as being the easiest to understand and the most neutral. This is one of the main reasons why Filipino agents do so well.
Another reason to outsource to Call Centers and BPO companies in the Philippines is the large, well educated and highly motivated labor pool. The best and brightest Filipinos gravitate toward Manila and the BPO and call center industry primarily centered there because they recognize that’s where the best career opportunities are.
No matter what skill your inbound, outbound or BPO process requires, it’s available through Philippine BPO and Call Center service providers. You’ll also appreciate the work ethics of Filipino agents because they truly appreciate and enjoy their jobs. Unlike the worker and working climate in Western countries, you’ll find virtually no labor problems with Filipino agents.
Related to the labor pool is also the fact that because the cost of living is relatively low in the Philippines that also means that respectable wage levels are correspondingly lower. Wages average 50-80% less than in developed, Western countries thus you get an excellent ROI and lots of highly qualified labor for a very reasonable price when you partner with a BPO or call center services company in the Philippines.
