Knowledge Center Article

Helping Businesses Grow And Keep Their Customer Base

By Art Williams / 16 September 2009

The PH BPO industry offers a wide range of solutions to help businesses achieve customer acquisition, cost reduction and revenue growth.

Call centers in the Philippines have a dedicated group of professionals assigned to each client account who are closely supervised by dedicated team managers. Representatives receive and process customer calls and make use of telecommunications technologies and Internet services to answer customer’s needs whether they have a simple product question or are ready to make a purchase.

Back office services with sales accounts train their reps to identify up selling and cross selling opportunities during every sales call in order to increase sales values

Some offshore firms are domestic entities but many are foreign-owned, from international corporations that have moved or expanded their operations to the country. Call centers in the Philippines combine their working knowledge of the industry with the latest technologies and strategic project management to customize solutions to meet the specific needs of clients.

Global businesses can expect the following from PH BPO vendors:

  • Fully integrated solutions that deliver cost-effective inbound call management
  • Sophisticated technologies
  • Reporting to help clients analyze performance levels
  • Efficient processes that ensure quick call resolution without sacrificing quality
  • Enhanced service levels that convert to increased revenues
  • Dedicated staff well trained in handling specific client accounts

They provide comprehensive range of solutions, including: Customer Acquisition, Customer Care, Technical Support, Direct Response Services, Upselling and Cross-selling, Business-to-Business Solutions, and others.

Call centers in the Philippines also serve the following industries communications, consumer and industrial goods, financial services, healthcare, insurance, pharmaceutical, retail, transportation, travel, utilities, among others.


They leverage the expertise of its people and its advanced technologies to deliver single or multiple solutions based on client’s needs.

The availability of affordable but high end technology is among the top reasons why leading global corporations turn to the country’s BPO sector.

These firms have proven their technical expertise and capabilities, which has enabled them to deliver measurable results to clients.

Call centers in the Philippines also have advanced network facilities and quality-auditing systems that enable them to deliver consistent quality service at the same time maintaining and improving quality. These technologies in the hands of experts are valuable tools that lead to customer acquisition, customer satisfaction and loyalty.

Real-time monitoring of call traffic, which is a key factor in order to provide quick response to customers, increase quality of calls, remains cost-effective.

Quality Assurance

Using advance quality-auditing tools, they offer quality assurance programs that ensure agents answer each call with customer focus and in the most professional manner.

As part of their quality assurance efforts, many offer clients capabilities to monitor, record and review calls along with call data. They also have custom quality assurance scorecards or forms for efficient quality auditing and provide analysis of data and trends to identify areas for improvement.

To learn more about our industry-specific BPO capabilities please contact us by calling +1-310-844-7805 or by filling out our inquiry form. We look forward to hearing from you.

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John Maczynski


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AU: 1800-370-551
UK: 808-178-0977

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Success in outsourcing isn't a matter of chance, but rather the result of a meticulously defined process, a formula that Fortune 500 companies have diligently honed over time. This rigor is a significant factor in the rarity of failures within these industry titans' outsourced programs.

Having spent over two decades partnering with and delivering Business Process Outsourcing (BPO) solutions to Fortune 500 clients, John possesses an in-depth understanding of this intricate process. His comprehensive approach incorporates an exhaustive assessment of outsourcing requirements, precise vendor sourcing, and a robust program management strategy.

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