Call Center Philippines: A Quick Guide for Companies Planning to Outsource
Myths About Healthcare BPO
Outsourcing to the top BPO companies in the Philippines 2022
More than forty BPO companies have already built a name in the field. Entry to these is well-sought by a lot of people looking for jobs.
According to Microsoft’s State of Global Customer Service Report, 61% of consumers have stopped transacting with a business after experiencing poor customer service.
This list can help you get to know each BPO company profile and background. It will also guide you on how to global BPO market.
Best Call Center Companies across the country
- MAGELLAN SOLUTIONS
- OPEN ACCESS BPO
- FUSION BPO SERVICES
- EASTWEST BPO
- ACQUIRE BPO
- VECTOR OUTSOURCING BPO
Some points to consider when outsourcing your call center support services:
Building a better brand image.
As a call center support provider, we are an extension of your business. Our top-notch services help create a promising and better brand image for you.
Our 24/7 call center support services allow businesses to connect with clients anytime. No weekend or holiday is going to be empty for your business.
This further creates a good impression with the availability to customers.
It provides a team of professionals.
We have a team of trained call center support. They result in a high level of customer satisfaction.
We can cater to clients around the globe through our multilingual support team. As a result, this makes your customer base wider.
We customized call center support service.
We created a unique feature that helps businesses get value-for-money services.
Tips on Managing Call Center Teams
Putting together the proper call center crew is only the beginning. To be successful, you must manage it. Call center outsourcing becomes decisive in this situation, shortening your learning curve and saving you time and money by eliminating costly in-house trial-and-error processes.
Develop Well-Defined Team Roles
Give yourself enough time to create crystal-clear job descriptions. Employees with well-defined job functions are more likely to understand their responsibilities and be held accountable. As a result, there is a more harmonious management-employee relationship with less stress and conflict.
Clearly defined team roles also improve people planning. You can view the various components that make up the call center. As a result, you can more accurately manage headcount, build a succession path, and forecast new positions for future expansion. Furthermore, well-defined team roles make performance management more transparent. Because KPIs are measurable, distinguishing achievers from underperformers is simple.
Clear job descriptions can also serve as a sort of legal protection, as a record that verifies regulatory compliance.
Analyze the Need for Specialists
It’s probably best to assemble a group of specialists if you notice recurring tickets requiring escalation. This group can be divided into subgroups based on product, technical, or field expertise and experience. Specialists can confidently handle more difficult tickets, relieving your executives of the burden of micro-managing calls.
There is no hard and fast rule for the ideal ratio of experts to generalists. It depends on the questions you typically receive, the frontline team’s knowledge bank, and your industry. Naturally, a software company will have more experts than a clothing company.
Implement QA System
You must accept that even your finest agent is only human and will occasionally have a poor day. When you install a quality assurance system, you’re institutionalizing quality rather than relying on a person’s abilities. This assures that quality will not be harmed due to employee absences or turnover.
A fully functional QA process also assists you in identifying and addressing gaps in your workflows before they become full-fledged crises. It also aids in the development of training materials and keeps clients pleased, allowing your business to grow steadily.
The development of BPO Companies in The Philippines
Among the industries in the Philippines, call centers usually have mass hirings to cater to the peak season. The majority of the employed talent during this time were contractual agents.
The BPO industry plays a vital role in the emerging economy of the Philippines.
BPO in the Philippines accounts for 10 to 15 percent of the global BPO market. Contributing over 11% to the GDP, it is the largest sector employing over 1.2 million people. It has spread to over 700 outsourcing companies nationwide, as India outsourced at least 70% of its market to the Philippines in 2014. The Philippines has also ranked among the top five outsourcing destinations in the world.
Choosing Magellan Solutions for a call center in Manila
We have been awarded the ISO/IEC 27001:2013.
This Certification enables organizations to identify, prevent, and defend potential security vulnerabilities. ISO/IEC 27001:2013 Certification further showcases our strategy. We make sure that our services follow the highest international and regional standards.
“The ISO 27001 Certification completes our vision for Magellan Solutions Outsourcing as a call center and BPO provider” – Fred Chua, Magellan Solutions CEO
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