Businesses need call centres to establish communication and provide excellent customer service. Poor call centre experiences can make or break a company’s reputation. Over the past few decades, the Philippines has built an outstanding track record by providing high-quality call centre services to the West, especially the US. The Philippines has become the #1 destination for business process outsourcing in the world, and there are plenty of reasons why. While most businesses are pleased with the cost-effectiveness of Philippine call centres, the drivers for success are high-quality of service, business-friendly infrastructure, and the great relationship between UK-based companies and the Philippines.
The Philippines offers a large pool of highly qualified professionals experienced with business process outsourcing and customer service. Some of the best places to work in the Philippines are call centres because of the competitive salaries and benefits offered. This attracts the best employees. While Philippino culture values hard work, these positive work environments are key for inspiring continued high-quality service. Well-equipped call centre professionals can adapt to high-pressure situations and focus on the solution. Effective service eliminates the number of times a customer must call back in order to resolve their issue. Perhaps the most common reason for customers to leave reviews of a company is whether they received good customer service. The business reputation is at stake. When outsourcing to another country, it is important to consider the setting where the call centre operates. The Philippines offers outstanding infrastructure and government support to create a business-friendly environment. A strong telecommunications network complete with cutting edge technology, information security, and phone routing are well established. The Philippines have data security laws in place to protect sensitive information. They also have the Department of Information and Communications Technology, which is dedicated to creating policies and programs to encourage the growth of call centres. Over the past few decades, the government has provided support to help grow this important economic sector.
When all is said and done, what it really comes down to is the people. Businesses that have outsourced their call centres to the Philippines have formed solid partnerships. Strong management, executives, and helpful agents go a long way to meet the demands of businesses. Perhaps the biggest hurdle to overcome is that UK-based customers fear that call centre employees might not be able to fully understand and solve their problems. The Philippines is the third-largest English-speaking population in the world, putting their English language proficiency at the top. There is also a close cultural affinity to the West, especially the UK. Call centres provide training and use best hiring practices to employ people who can establish rapport quickly to instil confidence that the caller will be well serviced.
Call centres provide crucial services that can maintain, or even improve, the reputation of a business. For many years, the Philippines has obtained a competitive edge over other countries and has been the #1 destination for business process outsourcing in the world. The future looks bright for the growing number of business partnerships between the Philippines and the West.