Just as there is a wide range of technology companies with diverse products and solutions, so there is an extensive line of offshore technical support outsourcing services in the Philippines, each with a specific focus. In general the design of these services aims to help clients increase response rates to customers, increase customer satisfaction, and reduce operating costs while maintaining quality service.
Why Global Enterprises Choose Offshore Technical Support Outsourcing Services Philippines
For many businesses, the Philippines is a natural choice as an offshore partner in technical support having the third largest English-speaking population in the world outside the United States and the UK. Indeed, the decision of many global companies to choose offshore technical support outsourcing providers in the Philippines over the services of other offshore providers has created one of the fastest growing industry sectors in the country. Offshore technical support outsourcing vendors is part of the successful business process outsourcing industry of the Philippines that has seen tremendous growth of more than twenty times its initial capacity. Some of the biggest companies that outsource to the Philippines are leading companies in the technology industry; some included in the Fortune 500 list.
Among the factors that make an offshore technical support outsourcing providers in the Philippines very attractive include the availability of modern telecommunications infrastructure made affordable due to deregulation driving the costs of bandwidth to very low rates. Their technology features redundant capabilities in connectivity ensuring the reliability and speed of delivery of offshore technical support outsourcing firms. In addition to superior technology infrastructure, the Philippines also offers first-rate office facilities with the most competitive lease rates. All of the above contribute to significant cost benefits that clients enjoy with offshore technical support outsourcing companies.
In addition, the 12-hour time difference between the Philippines and the West makes offshore technical support outsourcing services in the Philippines ideal for round the clock or after-hours support. Moreover, the Filipino workforce is the source of the unique advantage of offshore technical support outsourcing services Philippines. Filipinos are highly educated. All technical support representatives have college education and a large percentage holds college and university degrees. The Philippines has the highest level of English proficiency in the region and ranked fourth in the availability of skilled, knowledge based workforce. For phone-based technical support, the neutral accent of Filipinos is one of the top qualities that set offshore technical support outsourcing firms in the Philippines apart from the competition.
Offshore technical support outsourcing companies offer different capabilities from hardware, software or applications support to handling virus and spy ware issues, connectivity issues as well as providing product support for computer peripherals and other electronic and digital devices. Providers of offshore technical support outsourcing companies in the Philippines make use of various support channels such as phone and web-based tools to include email, chat, and user forums giving customers accessible and convenient technical support.
The delivery of offshore technical support outsourcing companies in the Philippines follows a structured process starting with the acknowledgment of the customer’s technical issue, identification of the problem and search for the appropriate solution. In the instance that an entry-level technical support representative is unable to resolve an issue, the next step would be escalation of the issue to higher-level technical support staff for resolution.
The qualities of offshore technical support outsourcing firms feature a combination of speed, accuracy and relevancy. The objective of offshore technical support outsourcing companies is to provide quick and relevant answers to customer’s questions and fix their problems satisfactorily at the shortest time possible. Representatives employ a consultative customer-centric approach to issue resolution. By striving to maintain the balance between handling time and quality standards, offshore technical support outsourcing services effectively lower costs, increase customer satisfaction and loyalty and boost the company’s profitability.
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