Knowledge Center Article

Why a Focus on CX when Outsourcing Customer Support to the Philippines is Non-Negotiable

By Grace N / 9 August 2022

Outsourcing customer support to the Philippines can be a cost-effective solution for many companies, but a focus on customer experience (CX) is non-negotiable for companies that want to maintain their competitive edge and build loyal customer bases.

The Philippines has a large pool of English-speaking workers and a growing economy, which has led to the development of a thriving outsourcing industry, many companies choose to outsource customer support to the Philippines as a way to save money and improve efficiency.

However, just like any other outsourcing destination, a focus on CX is crucial to ensure that customers receive high-quality service and timely responses to their inquiries. Here are some key reasons why a focus on CX is important when outsourcing customer support to the Southeast Asian BPO powerhouse:

  1. Cultural and linguistic understanding: Philippines has a diverse population, and the cultural and linguistic understanding of the agents can play a crucial role in providing a positive CX, by addressing customer’s needs and concerns in a sensitive and effective manner.
  2. Improved customer satisfaction: A focus on CX when outsourcing customer support to the Philippines can help to improve customer satisfaction by ensuring that customers receive timely, accurate, and helpful responses to their inquiries.
  3. Increased loyalty: Customers who are satisfied with the service they receive are more likely to become loyal to a company, which can lead to increased repeat business and positive word-of-mouth recommendations.
  4. Cost savings: By providing high-quality service and preventing customer churn, companies can save money in the long run by avoiding the costs associated with acquiring new customers.
  5. Time zone considerations: The Philippines is located in a different time zone from many of the countries it serves, which can make it difficult to provide 24/7 support, companies should ensure that their outsourcing partner has a strategy to provide a seamless experience for their customers regardless of the time zone.

When outsourcing customer support, companies should consider the outsourcing provider’s approach to CX, its training and development programs, the availability of advanced tools, and the level of communication and feedback they provide. It’s also important to ensure that the outsourcing partner is aligned with the company’s own values and CX philosophy and that it has a strategy to address the time zone difference.

A focus on CX when outsourcing customer support to the Philippines, or any other location, is non-negotiable for companies that want to maintain their competitive edge and build loyal customer bases. Companies must ensure that their outsourcing partner has a clear strategy and approach to CX and that it is aligned with the company’s own values and philosophy. Additionally, understanding the cultural and linguistic differences and addressing time zone considerations are also important to ensure a positive customer experience.

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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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