5 Changes In The Call Center Outsourcing Philippines Post Pandemic5 Changes In The Call Center Outsourcing Philippines Post Pandemic5 Changes In The Call Center Outsourcing Philippines Post Pandemic5 Changes In The Call Center Outsourcing Philippines Post Pandemic
  • Inbound Calling
    • 24 7 Answering Service
    • Virtual Receptionist Service
    • Phone Answering Service
    • Customer Support Outsourcing
    • Outsourced Technical Support
    • Omnichannel Contact Center
    • Multilingual Call Center Services
  • Outbound Calling
    • Telemarketing Services
    • Lead Generation Services
    • Appointment Setting Services
    • Cold Calling Services
    • Outsource Telesales
    • Market Research Services
    • Survey Processing Services
  • BPO Services
    • Accounts Receivable Services
    • Accounts Payable Services
    • Back Office Services
    • Call Center Outsourcing Services
    • Certificate Intelligent Document Processing
    • Community Moderation Services
    • Data Management Services
    • Debt Collection Services
    • Loan Processing Call Center
    • Outsource Form Processing Services
    • Recruitment Process Outsourcing
    • Staff Leasing Services
    • Virtual Assistant Services
  • Industry
    • Healthcare BPO Support Services
    • Legal Outsourcing Services
    • BPO Real Estate Services
    • Insurance BPO Services
    • Retail Outsourcing Services
    • eCommerce Outsourcing Service
    • Mobile App Customer Support
    • HR Outsourcing Services
    • 3D Rendering Services
    • Travel Outsourcing Services
    • Telecom BPO Services
    • Education Process Outsourcing
    • eServices Call Center
  • Content Hub
    • Blog
    • Resources
  • About Us
    • Facilities
    • Sample Recordings
    • Message From The CEO
    • Management Team
  • Contact Us
  • #1 SME Call Center Services and BPO Outsourcing Provider in the Philippines
    • Board of Directors
    • Company Overview
    • 24/7 Reservations Call Center
    • Accounting and Finance Operations
    • Applied Engineering
    • Computer Aided Drafting Service (CAD)
  • About Us
    • Application Sent
    • Blog
    • BPO Solutions
    • Accounts Payable Processing
✕
How e-Services Transformed Government Processes & Systems This 2021
e-Services: The Best Way To Update Processes
A blog banner by Magellan Solutions titled 3 Reasons US Firms Prefer Inbound Call Center Philippines
3 Reasons US Firms Prefer Inbound Call Center Philippines

5 Changes In The Call Center Outsourcing Philippines Post Pandemic

5 Changes In The Call Center Outsourcing Philippines Post Pandemic

5 Changes In The Call Center Outsourcing Philippines Post Pandemic

2021 BPO Status in the Philippines

The working conditions increased the fear of Covid-19 among 247 bpo services inc.

The pandemic damaged even the BPO sector. But the BPO industry in the Philippines accommodated many adjustments. This is to allow employees to continue doing their jobs.

Moreso, Filipinos are resilient. Large corporations and the ever-increasing number of SMEs appreciate this trait.

The pandemic disrupts the BPO industry. But there is no other place that matches the service capabilities of business process outsourcing company in the Philippines.

Our agents set the perfect example of business process outsourcing in the Philippines.

A large number of bpo employees in Philippines are not only nice and friendly. They are also very open, marketing, and willing to offer something of value to customers and clients alike. This is quite attractive if you are marketing in a highly competitive niche.

Magellan Solutions have 18 years of experience.

Being that this is a local economy, it makes it easier for businesses to get quick responses and constructive criticism.

The ease of doing transactions.

The ease of marketing and transactions sets Magellan Solutions apart from the rest.

The ambitions.

If you can picture the potential of an industry that you’re trying to enter into, this is exactly it. A great way we can assure you nail that this image is our low rates on outsourcing. As a result, your businesses could start seeking customers globally.

In line with the digital trends.

The majority of the Filipino population consists of those aged 20s to their 40s. These are the people who grew up with screens up their noses for work or leisure time. Thus, it results in employees that are already familiar with the basics of technology and skills. These are what local call center companies in the Philippines look for in candidates.

The BPO Industry Employees Network highlighted Covid-19 outbreaks. One example is in local call center companies in the Philippines. They are advocating for the safety of workers since the start of the pandemic. The group called for the industry to:

  • allow staff members to work from home  
  • provide staff with near-site accommodations
  • door-to-door shuttles
  • free coronavirus testing and medical care

Call centre services Philippines and other outsourced business operations are critical to the economy. So when the Philippines went into lockdown in March of 2020, only a few professions are exempted from home quarantine. This included police, health care workers, and a number of bpo employees in Philippines.

The industry employs around 1.3m workers and contributes approximately 9% to GDP when its indirect and induced multiplier impacts are factored in.

As a result of its importance, BPO was permitted certain exemptions from the lockdown to minimize the impact on the wider economy.  

 

Just A Handful Of Changes For Business Process Outsourcing Companies

BPOs continue their business by having up to 70 percent of their employees work from home during strict quarantine periods. 

During the first and second quarters of this year, BPOs thrived with more companies expanding their operations and new ones investing in the country. 

The anticipated growth for the BPO sector for this year will be anywhere between 5 percent and maybe 6.5 percent. A recent survey also showed that up to 87 percent of the BPO country heads predicted 5-percent to 15-percent growth this year.

After the start of the pandemic, industry players quickly implemented remote work and reduced the length of shifts. This created capacity challenges in the early stages. BPO firms also had to contend with declining demand for their services due to project deferments and cancellations.

After the pandemic, there are these 5 expected changes for Magellan Solutions as an example of business process outsourcing in the Philippines:

Humanization

Within the context of the Philippines, BPO & IT companies alike have considerably done more and are doing so in the wake of the pandemic. Workplace healthcare is the top priority.

  • Making work more flexible to comply with healthcare protocols
  • Increasing Corporate Social Responsibility and Community Outreach
  • More focus on mental health
  • Championing workforce inclusion and diversity
  • HMO and insurance are offered over the years.

In the coming decade, workplace culture and social responsibility will be huge factors. It helps in retaining and capturing talent from the workforce. Take into account the said factors. Offered salary alone is no longer a top indicator for career destinations.

Upskilling & Evolution

There is a slowdown in US consumer activity. Thus it is likely to have a negative impact on the Philippines’ BPO sector in the short term. But the country can look towards a lot of things. One is building competitive advantages beyond English-language proficiency. Another is customer service skills. This would be positioning itself for the next wave of expansion in the global BPO industry.

Basic call centre services are responsible for 50-60% of customer contact operations. But demand for such services was already under pressure. This is because of artificial intelligence-powered chatbots even before the pandemic.

In recognition of this threat, in 2016 the IT and Business Process Association of the Philippines (IBPAP) unveiled Roadmap 2022. It aims to prepare its members for a transition towards automated services. Furthermore, it also leads to more technical and creative jobs. If managed properly, IBPAP forecasts that close to 75% of the workforce will be in mid- to high-skilled positions by 2022. This is in comparison to just 53% in 2016.

Virtualization

There is an increase in digitalization and virtualization. There will be offers of outsourcing and shared services opportunities for BPO and IT. This is possible with expanding service lines for development. Maintenance is also facing more challenges. This is in terms of their scalability and critical response times.

Small niche markets between API and network services have a relative opportunity to expand. This is because running services, interim programs, and microservices are moving out and into a wider market. These encompass not only career opportunities. But also service contracts for companies that offer development services.

Emerging Segments

An encouraging sign is the growth of segments. Some of these are the health care, gaming, and animation services. They all fall under the IBPAP roadmap.

The Philippines established itself as a leading offshore location. One of the services is the practice of health care providers. Some are organizations outsourcing or all business processes to a remote operator.

In a pre-Covid-19 November 2019 assessment IBPAP forecast that revenue growth in.

  • Health segment would be between 7.3% and 10.8% through 2022.
  • Gaming and animation would see revenue growth of between 7.3 to 12.3%. 
  • Contact centers expect a revenue growth of between 3.3% and 7.4% over the same period.

The pandemic increased worldwide demand. This holds true for health care services and home entertainment options. It is anticipated that growth in these segments will be even higher. This is in comparison to that of the pre-pandemic assessments predicted.

Decentralization

The current government administration focuses on the decentralization of:

  • Business hubs
  • Commercial hubs
  • Technology hubs
  • Economic zones

This is to diversify and spread the growth of the Philippines. It includes their status of being business-ready. This means a good destination for investments.

When we say IT Parks, Economic Zones and Technology Hubs, we are no longer listing Metro Manila as the sole destination. Regional cities across the provinces are rising as destinations too. Fields such as commercial, business and investments to IT, BPO and Shared Services. This is a good sign to offer employment. It can also improve the region’s commercial capabilities, tax income generation, and upskill the local workforce.

 

Is the Philippines a good example of bpo company to outsource amidst the pandemic?

The COVID-19 outbreak first hit the Philippines in March. Many were uncertain what would become of the current normal. No one knew how it would impact many industries. It was understandable back then to doubt that the economy would recover. Regardless, the Philippine BPO industry is certain to recover in the coming months.

Several global business owners took notice of the quick response. British investors and other western businesses continue seeing opportunities in the BPO industry. Despite the disruptions caused by COVID-19, businesses were still able to support their clients. All the while still remaining in lockdown onshore offices.

Furthermore, business leaders were able to assess the current situations. They strived to ensure the financial aspects of their business were sustainable enough to recover losses. At the same time, they also prioritized the health and safety of their teams. Many saw the importance of regaining control and reimagining previous strategies and processes. They see these will overcome similar disruptions in the future. 

Businesses must have a workforce strategy that guarantees continuity. Once stable, business leaders will be able to ensure continued success in the new normal.

Looking for more reasons why there are still a number of stable company of call center in philippines to outsource to? Contact us today by filling up our form below. We can give you more reasons.

TALK TO US!

Contact us today for more information.

 

    You can also contact our numbers:

    Toll Free:1 800 371 6224
    US:+1 650 204 3191

    UK:+44 8082 803 175,
    AU:+61 1800 247 724

    Share this:

    • Click to share on Twitter (Opens in new window)
    • Click to share on Facebook (Opens in new window)
    • Click to share on LinkedIn (Opens in new window)
    • Click to share on Skype (Opens in new window)
    • Click to share on WhatsApp (Opens in new window)
    Yelyna
    Yelyna

    Related posts

    Ways to Outsource Customer Service banner
    December 9, 2021

    Ways to Outsource Customer Service


    Read more - Ways to Outsource Customer Service
    A blog banner by Magellan Solutions titled 4 Reasons Why Phone Answering Service Is A Must For These 5 Industries
    September 28, 2021

    4 Reasons Why Phone Answering Service Is A Must For These 5 Industries


    Read more - 4 Reasons Why Phone Answering Service Is A Must For These 5 Industries
    Blog banner for 6 Ways Lead Generation Services Helps You Get a Better Return on Investment
    September 22, 2021

    6 Ways Lead Generation Services Helps You Get a Better Return on Investment


    Read more - 6 Ways Lead Generation Services Helps You Get a Better Return on Investment
    A blog banner by Magellan Solutions titled How Cold Email Compliments Cold Calling Service
    September 21, 2021

    How Cold Email Compliments Cold Calling Service


    Read more - How Cold Email Compliments Cold Calling Service
    A blog banner by Magellan Solutions titled Guide To Transformative Omnichannel Contact Center For SMEs
    September 9, 2021

    Guide To Transformative Omnichannel Contact Center For SMEs


    Read more - Guide To Transformative Omnichannel Contact Center For SMEs
    A blog banner by Magellan Solutions titled 9 Tips to Hiring the Best Phone Answering Service
    September 7, 2021

    9 Tips to Hiring the Best Phone Answering Service


    Read more - 9 Tips to Hiring the Best Phone Answering Service

    Magellan Solutions Outsourcing, Inc

    California – USA (West Coast)
    100 Old Country Road Suite H, Brisbane, CA 94005, United States

    Florida – USA (East Coast)
    1900 South Harbor City Blvd, (East Coast Division) Suite 300 Box 48, Melbourne, FL 32901

    Philippines – APAC
    PB Mezzanine Floor, Summit One Tower 530 Shaw Boulevard, Mandaluyong City,
    Metro Manila 1552

    Philippines – APAC
    8th flr, Centris Cyberpod 5
    ETON Loop A, Diliman,
    Quezon City,
    Metro Manila 1103

     

    US: +1 650 204 3191
    UK: +44 8082 803 175
    AU: +61 1800 247 724
    hello@magellan-solutions.com

    INDUSTRIES


    Outsourcing for Legal Process BPO

    Outsourcing for HR Services BPO

    Outsourcing for eCommerce BPO

    Outsourcing for Real Estate BPO

    Outsourcing for 3D Service BPO

    Outsourcing for Mobile App BPO

    Outsourcing for Healthcare BPO

    Outsourcing for eServices BPO

    Outsourcing for Education BPO

    Outsourcing for Insurance BPO

    Outsourcing for Telecom BPO

    Outsourcing for Retail BPO

    Outsourcing for Travel BPO

    CALL CENTER OUTSOURCING & BPO SERVICES


    24 7 Answering Service

    Omnichannel Contact Center

    Customer Support Outsourcing

    Multilingual Call Center Services

    Lead Generation Services

    Cold Calling Services

    Interactive Voice Response System

    Staff Leasing

    Back Office Services

    Community Moderation Services

    Virtual Assistant Services

    QUICK LINKS

    About Us
    Sample Call Recordings
    News & Blog
    Resources
    Our BPO & Call Center Facilities
    Message from the CEO
    Privacy Policy

    ASSOCIATIONS

    Black and white Supplier Clearinghouse CPUC Certification Logo
    black and white philcall logo
    black and white Philippine Australia Business Council logo
    Black and white IBPAPlogo
    Black and white CCAP logo

    We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
    .
    SettingsI ACCEPT
    Privacy & Cookies Policy

    Privacy Overview

    This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
    Necessary
    Always Enabled
    Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
    Functional
    Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
    Performance
    Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
    Analytics
    Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
    CookieDurationDescription
    _ga2 yearsThe _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
    _ga_EL2X6L0QDM2 yearsThis cookie is installed by Google Analytics.
    _gat_gtag_UA_6034499_11 minuteSet by Google to distinguish users.
    _gcl_au3 monthsProvided by Google Tag Manager to experiment advertisement efficiency of websites using their services.
    _gid1 dayInstalled by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
    Advertisement
    Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
    CookieDurationDescription
    test_cookie15 minutesThe test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.
    Others
    Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
    SAVE & ACCEPT
    Powered by CookieYes Logo