Knowledge Center Article

Why Call Center Outsourcing to the Philippines is Here to Stay

By Grace N / 27 June 2023

Call center outsourcing to the Philippines has become a popular trend among companies in the United States and other countries in recent years. This is due to several factors, including cost-effectiveness, high-quality service, and the presence of a large pool of highly skilled and well-educated English-speaking professionals.

One of the primary reasons why contact center outsourcing to the Philippines has become so popular is the cost-effectiveness of the service. Companies in the US and other countries are always looking for ways to reduce their operating costs, and outsourcing provides an excellent opportunity to achieve this. The cost of labor in the Southeast Asian nation is much lower than in the US and other countries, which means that companies can save a significant amount of money by migrating their call center operations to the Philippines.

Another key factor contributing to the popularity is the high-quality service provided by the professionals in the country. The Philippines has a large pool of highly skilled and well-educated English-speaking professionals who are able to provide top-notch customer service. This is important, as customer service is a critical component of any business, and companies need to ensure that their customers are satisfied with the service they receive.

The time difference between the Philippines and the US is also a significant advantage. With a 12-hour time difference, companies in the US can effectively have their call center operations run 24/7. This is especially important for businesses that operate globally, as they can provide support to their customers in different time zones.

One of the biggest pain points that companies in the US face is the shortage of skilled labor. Finding and retaining qualified professionals can be a challenging and time-consuming process, and this can negatively impact a company’s bottom line. By outsourcing their contact center requirements to the Asian BPO powerhouse, companies can overcome this challenge and tap into a large pool of skilled professionals who are readily available to provide high-quality customer service.

Another challenge that companies in the US face is the high turnover rate of employees in the call center industry. This can be a major headache for companies, as they need to continuously invest time and resources into training new employees. However, outsourcing can help companies overcome this challenge, as the professionals in the country have a lower turnover rate and are more committed to their jobs.

The bottom line: Call center outsourcing to the Philippines is here to stay, and it provides a valuable solution to the various pain points and challenges that companies in the US face. With its cost-effectiveness, high-quality service, a large pool of skilled professionals, and favorable time difference, outsourcing to the Philippines is an excellent option for companies looking to improve their customer service operations. By outsourcing to the country, companies can focus on their core business operations, while ensuring that their customers receive top-notch service around the clock.

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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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