Combining the best people and the best technology to deliver high service performance and business results
Customer management is at the heart of any business. Even just a 5 percent increase in customer retention can increase profitability by at least 25 percent. Offshore call center outsourcing service providers in the Philippines help businesses improve their customer service metrics and profitability by delivering high quality services.
For many businesses that have established their call center and customer service operations in the country, being able to achieve improved customer relations management at offshore rates is a tremendous value making the Philippines the top offshore call center outsourcing service provider.
An offshore call center outsourcing service provider in the Philippines consists of college educated call center professionals who are skilled in both the English language and in technology. These skills combined with the natural service-oriented trait of the Filipinos make it easy for call center outsourcing service providers to deliver quality customer service.
Aside from having competent workforce and low cost wages, the Philippines also has significant advantage over other offshore call center locations in terms of technology. The technical infrastructure available in the Philippines can easily adapt to meet high demands without major reconfigurations or additional costs enabling offshore call center outsourcing service providers to support seamless contact center operations with almost 100 percent up time.
Call center outsourcing service providers in the Philippines utilize dedicated telecommunication systems network to ensure high quality and secure transmission of communication and all data between outsourcing center in the Philippines and the client overseas.
The reliability of the technology in the Philippines results in increased customer satisfaction because customers can count on available service whenever they need it and this in turn benefits clients of call center outsourcing provider in the Philippines.
Most call center service providers in the Philippines have facilities situated in the business districts of Manila but an increasing number of call centers are sprouting in key cities across the country from Baguio to Davao due to the development of solid technology infrastructure in these areas.
Diverse Service Offerings
A large call center outsourcing provider are able to handle over two million customer interactions every month. Offshore call center outsourcing service providers in the Philippines provide inbound and outbound customer management for companies in various business fields such as retail, finance, telecommunications, technology, travel and others.
The typical services offered by an offshore call center outsourcing service provider Philippines are:
Customer care services – involves general service and product inquiries, account billing, customer requests and customer complaint resolutions
Inbound sales – handling of inbound calls from customers to assist them in their purchase of a product, subscription to a service, or travel reservations. Call center professionals in an inbound sales account receive extensive product-specific training as well as sales training to make the most out of each sale by identifying and taking advantage of ”up-sell” and ”cross-sell” opportunities.
Direct response sales – handling of inbound calls from customers responding to direct response marketing such as direct response television (DRTV) or infomercials, catalogs, etc.
Technical support – responding to inbound calls from customers regarding troubleshooting, warranty support and problems with software, hardware, and Internet services; this may also include management of corporate help desks.
Typical outbound call services provided by offshore call center outsourcing service providers in the Philippines include telemarketing, lead generation, market research surveys, customer satisfaction surveys, etc.
What makes an ideal offshore call center outsourcing service provider in the Philippines?
The Philippines has more than a hundred offshore call center outsourcing service providers. The ideal company to collaborate with addresses the customer service strategy of the client from training and staffing requirements to expectations in terms of the level of call volume and quality of service including requirements in call monitoring, quality reporting and analytics.
Regular consultation as well as dedicated account management should also be in place in an call center service provider to ensure delivery of results that meet business objectives.
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