Knowledge Center Article

Offshore Tech Support Outsourcing Operators In The Philippines

By Art Williams / 2 February 2009

Every development and innovation requires technical support for its end users. Without question, such a service is critical to any technology–based business. However, housing and managing a tech support operation is costly and often consumes much of the internal resources of a company.

Outsourcing to offshore tech support outsourcing operators in the Philippines can address these issues effectively. A client can cut down operating and wage costs anywhere from thirty to sixty percent through outsourcing its technical support functions to an expert yet cost-effective tech support enterprise.

While affordability is a major feature of any outsourcing provider, BPO enterprises take great pride in the fact that it can deliver more value to its clients beyond cost reduction with the high level of quality aid it provides. Many international companies prefer local solutions providers from the country over other vendors.

Best In Class

One of the top reasons cited by present clients is the lower language barrier. Indeed, the Filipinos’ proficiency in English and, particularly, their neutral accent makes them the obvious choice for providing quality tech support to a Western-dominated market.

In terms of management, they utilize a pool of multinational talent. They have either local or international ownership and/or management. Typically, it is a mix of both giving clients the advantages of domestic and global industry expertise.

The largest ones are dedicated centers supporting leading technology providers either established by the corporations themselves or outsourced fully by them. Indeed, their extensive capabilities offer different clients a wide range of processes that they can customize to suit their needs.

While offshore tech support outsourcing operators in the Philippines offer solutions tailored to the client’s requirements, their collective work share a general objective, that is, to provide quick resolution to issues. Promptness is definitely a factor in tech support because in most cases the end user relies on tech products for either work or leisure.

Protecting Brands

When the product or service fails, it is usually a cause of great inconvenience that may cause the customer to look for another brand that offers prompt assistance in times of problems.

Of course, speed is not the only factor that they consider in their service delivery. It is equally important that users/customers get the exact help they need. Fast response is useless if the customer has to keep on contacting tech support because the solution offered is not relevant or effective.

The goal is first contact resolution, wherein tech support representatives strive to resolve an issue the first time the customer contacts the center for help. Efficient handling of issues unresolved during first contact is also critical.

Therefore, tech support representatives must be able to provide both quick and knowledgeable service. They must resolve issues satisfactorily within a set handling time. They take steps to ensure they are meeting these performance standards through specific metrics outlined in the service level agreement.

Quality analysts monitor agents regularly. offshore tech support outsourcing operators in the Philippines offer remote monitoring to enable clients to conduct their own quality checks. Through its commitment to quality, tech support firms satisfy customer’s needs and the client’s expectations.

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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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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