Knowledge Center Article

Customer Service Philippines: Revolutionizing the UAE Hotel Industry through Exceptional CX

By Grace N / 24 June 2023

Today’s hospitality industry is more competitive than ever and providing excellent customer experience (CX) is critical for success. UAE-based hotels and resorts are increasingly turning to the Philippines to outsource their customer service functions, taking good advantage of the country’s large pool of English-speaking, highly educated workers and relatively low labor cost. Moreover, the Philippines has a deep and longstanding knowledge of the hospitality industry and its specific needs, making this Southeast Asian country an ideal destination for customer support outsourcing.

Top accounting firm PwC reports that the Philippines is the second largest provider of customer service outsourcing in the world, with the country’s BPO industry projected to grow at a compound annual growth rate of 7% over the next five years. The report further states that the Philippines’ large pool of customer service professionals and focus on providing superlative service account for its popularity as a contact center outsourcing destination.

The Jumeirah Group is an excellent example of a UAE-based hospitality enterprise that has outsourced its customer service to the Philippines. The luxury hotel chain has been partnering with Philippine providers for over a decade and has seen noteworthy benefits as a result. By migrating front-office functions such as customer service to the Philippines, Jumeirah Group has improved its CX, providing 24/7 support to its customers, measurably increasing customer satisfaction and loyalty.

Another UAE-based hospitality company that has seen success with outsourcing customer service to the Philippines is Rotana Hotels and Resorts. Rotana looks to its CX partners in the  Philippines to provide support in multiple languages, catering to the diverse clientele of the UAE.

By outsourcing other functions such as reservations and revenue management to the Philippines, UAE-based hotels are able to concentrate on their core competencies, like property management and marketing, while entrusting support functions to professionals in the field.

Why is the hospitality industry turning to the Philippines as the ideal destination for outsourced customer service? The country’s talented and experienced workforce, advanced technology, and relative labor costs guarantee unparalleled customer service to hotels in the UAE. The Philippines’ BPO providers are revolutionizing the way Emirates-based hospitality companies think about CX.

The bottom line: The Philippines offers a cost-effective outsourcing solution while maintaining impeccable standards of quality. With the top analysts at firms like PwC, the Philippines is poised to continue revolutionizing outsourced customer service in the hospitality industry.

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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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