Knowledge Center Article

The Key Competitive Advantages of Call Centres in the Philippines over Onshore Contact Centres in Australia

By Grace N / 28 June 2023

Call centres have become an integral part of many businesses, providing a direct line of communication between companies and their customers. In recent years, businesses in Australia have increasingly looked to the Philippines as a location for outsourcing their operations.

Wages in the Philippines are significantly lower than in Australia, which means that companies can save a significant amount of money by outsourcing their call centre operations to the Philippines. An agent in the Philippines can earn as little as AU$5 per hour, compared to AU$20 per hour in Australia. This cost advantage can allow companies to reduce their operational expenses and increase their profitability, making them more competitive in the market.

In addition to cost savings, outsourcing providers in the Philippines also offer access to a large pool of skilled labour. The country has a population of over 110 million, many of whom are highly educated and fluent in English. The Philippines has a strong focus on education and has many universities and colleges that offer courses in business, technology, and related fields. As a result, companies can easily find highly qualified and skilled professionals to handle their front- and back-office operations, providing high-quality service to their customers.

Another advantage is their cultural affinity with the West, particularly with the United States and Australia. Filipinos are known for their excellent communication skills and customer service orientation, making them well-suited to work with customers from different countries. This cultural affinity can help companies to build stronger relationships with their customers and enhance their reputation for quality customer service.

Contact centres in the Philippines also offer flexibility and scalability. With outsourcing, companies can easily adjust the size and scope of their operations to match their business needs. This can be particularly important for companies experiencing growth, as they can quickly scale up their support operations to handle increased customer demand.

Another advantage is the availability of advanced technology and infrastructure. The Philippines has a highly developed telecommunications infrastructure and advanced technology systems, providing reliable connectivity and efficient contact centre operations. This means that companies can rely on the latest technology and infrastructure to deliver high-quality service to their customers.

It is, however, important to note that offshore outsourcing is not without its challenges. One of the key challenges is the time difference, which can make communication and coordination more difficult. However, most call centres in the Philippines offer 24/7 operations, which can help to mitigate this issue.

The bottom line: Contact centres in the Philippines offer numerous advantages over onshore contact centres in Australia, including cost savings, access to skilled labour, cultural affinity, flexibility, scalability, and advanced technology and infrastructure. While there are challenges to outsourcing to the Philippines, these can be mitigated through careful planning and selecting a reputable outsourcing partner. With the right outsourcing partner and strategy, companies can achieve significant benefits from outsourcing their call centre operations to the Philippines, improving their competitiveness and profitability in the market.

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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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