The market for call centres in the Philippines has been exploding in the past few years and for good reason. While some might think that outsourcing call centres results in a lack of quality or insufficient service, this doesn’t have to be the case. In many instances, outsourcing call centres to the Philippines can be a win-win situation for the businesses at home as well as the call centre employees abroad, while still maintaining a high level of service for those calling into the centres.
At first glance, all of the benefits of call centre outsourcing, specifically to the Philippines, might not present themselves. But when you pull back the layers of effective call centre outsourcing, you’ll discover many advantages over developing a call centre in-house. First, quality call centre outsourcing companies provide a vast set of core competencies to be put to use. Many cheap call centres might not take the necessary time to provide training, provide a decent wage, and provide employees with the resources that they need to represent your company to its full extent. For a slight upcharge, you can put to work some of the most prepared, organized, and competent Filipino call centres. An example of this is PITON-Global, a premium call centre outsourcing company that ensures that their services are delivered at a high-quality level. When choosing a call centre company, you shouldn’t have to determine whether the lack of service is worth the money you’ll save, because there shouldn’t be a drop in quality. Which brings about the next point, call centre outsourcing is immensely cheaper and will save you the time, resources, and money and responsibility that comes along with the obligation to start a new call centre on home soil. This budget-easing process can also bring with it increased operating efficiencies and the ability to quickly scale up or down. Rather than worrying about whether you have the support capabilities to handle a scaling company, call centre outsourcing means that you’re worry free and can focus on what you’re best at, developing your company and letting others handle the support.
Ahead of asking why use call centre outsourcing, you’re likely wondering why the call centre boom is taking place in the Philippines. The reason for this is that the Philippines have a close cultural affinity to western culture and therefore are highly proficient in the English language, allowing them to communicate effectively. In fact, the best call centre outsourcing companies will work hard to recruit only the most effective communicators available. In contrast, cheaper companies might not take this additional measure and could employee unsatisfactory representatives. Furthermore, the cost of labour in the Philippines is low, and there is still a large pool of highly qualified BPO (business process outsourcing) experienced employees, along with a world-class infrastructure capable of handling high call traffic and the means to house many employees. It’s reasons like these that are drawing many UK-based businesses to outsource their call centre needs to the Philippines and, if they chose their outsourcing company carefully, are discovering pleasing results in turn.
And for those companies who haven’t chosen their call centre outsourcing wisely, you might hear a different story, and those qualms should be addressed as well. The fact of the matter is that you often get what you pay for when it comes to contact centre outsourcing if you pay low costs, you’re going to get a low-quality result. However, this also doesn’t mean that you have to pay an arm and a leg and sacrifice your budget to land a high-quality contact centre outsourcing company. Alternatively, call centre companies such as PITON-Global mentioned earlier, are known for their ability to keep the cost to you much cheaper than starting a call centre on your own, while still delivering a contact centre that is equal or better to onshore call centres and takes the time and effort to invest in their employees, provide state-of-the-art equipment and facilities, and developing an effective workflow and training program for their employees, all while saving you money hand-over-fist. A contact centre done right will save you 50% of the cost associated with onshore call centres in the UK. These savings can be put to much better use within your company: by increasing support staff and hours in a cost-efficient manner. When your company can save money, it can better use its resources to grow and operate sustainably. It’s companies like PITON-Global that are supplementing the contact centre outsourcing boom in the Philippines through great results and satisfied customers.
As mentioned earlier, this situation is a win-win for UK companies and the Filipino people alike. Companies like PITON-Global, an award-winning, mid-sized contact centre outsourcing company based in Manila, are providing the Filipino economy with a boost. The Filipino economy, once a straggler amongst their Asian economic counterparts, is welcoming in this new industry with open arms. This is because many young professionals in the Philippines are discovering that they can earn a great wage through contact centre outsourcing and in turn that positivity and newfound affluence is overflowing into the Filipino economy. For quantitative measure’s sake, the contact centre outsourcing industry has developed over 800 call centres, and the Philippine BPO industry is generating more than GBP 200 billion in annual revenues. Over 70% of these revenues are generated by contact centres. Talk about an economic boost!
While outsourcing your company’s call centre needs might seem too good to be true at first, when you delve deeper and do your research, you’ll find that there are well-equipped companies that are capable of doing this in a manner that doesn’t sacrifice quality, saves you money, and even provides meaningful income to Philippine employees. Sometimes outsourcing isn’t all doom and gloom; sometimes it’s a win-win.