Knowledge Center Article

Why the Outsourcing of Call Centre Services to the Philippines Makes Excellent Business Sense for Australian Startups and SMEs

By Grace N / 28 June 2023

In today’s competitive business environment, startups and small to medium-sized enterprises (SMEs) need to find ways to stay agile and competitive while keeping costs under control. Outsourcing of call centre services to the Philippines has become an increasingly popular option for Australian startups and SMEs looking to achieve these goals.

First and foremost, outsourcing call centre services to the Philippines offers significant cost savings. The cost of living in the Philippines is lower than in Australia, which means that wages and salaries for call centre staff are also lower. For instance, a call centre agent in the country can earn as little as AU$5 per hour, compared to AU$20per hour in Australia. This cost advantage is especially important for companies that are just starting out, as it allows them to reduce their operational expenses while still delivering excellent customer service.

Apart from cost savings, outsourcing call centre services to the Philippines offers access to a large pool of skilled labour. The Southeast Asian BPO powerhouse has a highly educated and skilled workforce, with a large number of people fluent in English. This is largely due to the country’s excellent education system and cultural affinity with the English language. As a result, Australian companies can easily find highly qualified call centre agents who are proficient in English and have the necessary skills to handle customer service inquiries, technical support, and other business processes.

Outsourcing contact centre services can also help Australian startups and SMEs improve their customer service levels. Filipino call centre agents are known for their excellent communication skills and customer service orientation. They are well-trained to handle a wide range of customer inquiries and concerns, from basic requests to complex technical support issues. This can help Australian startups and SMEs build stronger relationships with their customers and enhance their reputation for quality customer service.

Moreover, outsourcing contact centre services to the Philippines can help Australian enterprises focus on their core business activities. By outsourcing, companies can free up resources that can be redirected towards their core business activities, such as product development, marketing, and sales. This can help them remain competitive in the market and achieve long-term business growth.

While outsourcing contact centre services to the Southeast Asian nation offers many benefits, it is important for Australian startups and SMEs to choose a reputable outsourcing partner. The outsourcing partner should have a proven track record of delivering high-quality services, as well as a deep understanding of the Australian business environment. The contact centre should also have a good reputation for data security and privacy, as Australian startups and SMEs need to ensure that their customers’ data is protected.

The bottom line: Outsourcing call centre services to the Philippines makes excellent business sense for Australian startups and SMEs. It offers significant cost savings, access to a large pool of skilled labour, improved customer service, and the ability to focus on core business activities. However, it is important for Australian startups and SMEs to choose a reputable outsourcing partner and develop a clear outsourcing strategy to ensure a successful outsourcing experience. With the right outsourcing partner and a well-planned outsourcing strategy, Australian startups and SMEs can achieve significant benefits from outsourcing call centre services to the Philippines.

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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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