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Home | Blog | What Really Matters In Customer Support Outsourcing Philippines

What Really Matters In Customer Support Outsourcing Philippines

By Magellan Solutions

Updated on June 3, 2024

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What Matters In Customer Support Outsourcing Philippines?

When it comes to customer support outsourcing, the Philippines is the undeniable choice for a lot of businesses worldwide. Proof of that is the country remains the world’s call center capital.

For instance, many businesses outsource customer service to a BPO company in this country. This is because its benefits are competitive at an affordable price for most business owners.

However, the Philippine BPO industry has gradually veered from offering voice-based services alone. Its BPO industry remains highly competitive due to continuous upskilling and focus on high-level services such as LPO, KPO, HRO, and other management services.

Factors To Consider If You Want To Outsource Customer Contact Services In PH

Cost-cutting is often the main reason many businesses outsource their customer service. Aside from that, a reliable call center provider can help your business save time and free up in-house staff to focus on their task, which you are paying them for.

Here are the things you should consider when choosing to outsource in the Philippines:

1. Outsourcing requires commitment

This is to assume that you are in for the long haul and, thus, do your due diligence to achieve that. This means it has to be clear that you can’t get the benefits without putting in the right amount of effort.

In addition, if you are only looking for lower costs, you may end up with poor services, eventually damaging your business.

2. Have a lot of options

There are a lot of call center providers in the Philippines. This means some are excellent at handling high-volume calls, some are good at repetitive conversations, some are good at flexible customer support, and others focus on complex or highly technical situations.

Furthermore, it would be best to consider the company culture, ease of training, staff turnover rate, language needs, and minimum volume.

3. Focus on quality and training

You know your customers way better than any other outsourcing provider. That is why it is best to commit to working with your provider to ensure their staff is up-to-date to the quality you require of your in-house staff.

You must train them to ensure they can offer your customers top-quality assistance.

4. Upfront, colossal cost saving is a trap

Outsourcing customer support services from the Philippines is more affordable than in-house or inshore. However, this does not mean you’ll get it upfront. Like any other thing, it requires maturity for your business to feel the cost-saving you desire.

Also, this kind of support partnership capitalizes on adding flexibility while maintaining the quality of your customer support rather than driving down the expenses.

5. Legal and security issues matter

Customer support involves allowing your outsourcing provider to access your sensitive customer data. You must first check your legal obligations and thoroughly review your internal security.

You may set the necessary level of access to your provider and get your legal team to review the situation before entering any contracts. The good rule of thumb is to look for a BPO company in the Philippines that is ISO certified, HIPAA, and GDPR compliant, among other international standards.

6. Review and invest in your internal tools and systems

Many BPO companies in the Philippines use top-of-the-line tools, software, and techniques to ensure streamlined services. Depending on your service level agreements, this should create synergy with your internal systems.

However, auditing the in-house team’s tools before allowing your third-party provider to access them is best.

7. Train the outsourced team to sound the way you do

Your customers can detect the way you talk to them in various channels. Whether in messages, phone calls, emails, or through your marketing efforts. Your outsourced team must convey the same brand talk, voice, and tone.

This means you must be clear on your training, provide ample examples, and prepare the necessary information for your provider to understand your approach truly. This will ensure effective communication with your customers.

8. Aim for a partnership

Successful outsourcing involves partnerships nurtured through ongoing and effective two-way communication. This means you have to talk it out with your provider on what’s working well, where there is a need for new training, and what support agents learn that is also useful for your in-house team,

This means you have to treat the outsourced team as an extension of your internal team. Which creates more value in your investment and will help you detect possible issues early on in the partnership.


The Advantages of a Neutral Accent

One of the advantages of outsourcing customer support to the Philippines is the neutral accent of Filipino representatives. A neutral accent means a person’s speech is without strong regional inflection and in this case, it is particularly advantageous for your business. Here’s why a neutral accent works for your business:

  • Enhanced Understanding – Your customers may come from diverse backgrounds, and a neutral accent may make it easier for them to understand your customer support representative. This reduces the chance of miscommunication and provides a clear resolution to any issues.
  • Projects Professional Image – How your company’s customer is serviced may reflect on their overall opinion of your company. A neutral accent sounds more professional, building customer confidence.
  • Global Appeal – A neutral accent helps you connect with a wider international audience. This is important to a business looking to expand its reach.

Magellan Solutions: A Spectrum of Customer Service and BPO Expertise

At Magellan Solutions, We take customer support to a whole new level. Here’s a comprehensive list of the inbound and outbound call center services we offer and the customer interactions we handle:


Inbound Call Center Services:

  • 24/7 Answering Services: Never miss a call, even when you’re not open. Our 24/7 virtual receptionists supply friendly, professional assistance and accurate message delivery.
  • Virtual Receptionist Services: Give your company an extra edge. Project a professional image with our virtual receptionist solutions. Our friendly, intelligent staff will greet your callers, give them the help you dictate, and then direct your calls to you, live call transfer or directly to your voicemail box in a snap.
  • Phone Answering Services: We can alleviate the call handling drudgery. With our 24/7 phone answering solutions, you can adequately cover your call volume, make sure your callers speak with a live person, and avoid lost opportunities.

Outbound Call Center Services:

  • Telemarketing Services: Our telemarketing services help you expand your customer base and fill sales funnels with qualified leads. Our agents connect with your customer base, delivering your message with clarity and persuasion.
  • Lead Generation Services: Define and expand your potential client base with our lead generation services. Our agents know the right questions to ask to qualify leads and gather information about them, and we can schedule appointments, so all your sales staff has to do is close the deal.
  • Appointment-Setting Services: Professionals can efficiently schedule appointments using our services. Save time and resources for what exactly needs your attention.
  • Cold Calling Services: Our agents offer proven cold calling expertise for engaging potential customers in your products or services.


BPO Services for Enhanced Efficiency:

In addition to our call center solutions, we offer a wide range of BPO services to streamline your back-office operations and free up your in-house staff to focus on core business functions. Our BPO services include:

  • Data Entry: Ensure accurate and efficient data entry tasks with our meticulous team.
  • Medical Coding and Billing: We provide comprehensive medical coding and billing services to streamline your healthcare revenue cycle.
  • Order Processing: Manage your order fulfillment process efficiently with our order processing solutions.
  • Accounting Services: Benefit from our expert accounting services to maintain accurate financial records.
  • Legal Process Outsourcing: We offer a variety of legal process outsourcing services to support your legal needs.

Magellan Solutions Is Your BPO Provider For Customer Care Outsourcing Services for SMEs

We have 18 years in the BPO industry, wherein we get the opportunity to provide excellent call center services for various businesses in diverse industries worldwide.

As a BPO company specializing in its services for startups and SMEs, we strive to create and provide custom solutions for your business.

Magellan Solutions is an ISO 27001-certified, GDPR and HIPAA-compliant outsourcing provider. We pledge to assure you that we only implement and follow the best security protocols when protecting your data.

Contact us today and let our Business Success Managers create the best service packages to suit your needs. Fill out the form below!

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      What Really Matters In Customer Support Outsourcing Philippines

      Magellan Solutions

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