In the 2014 list of Tholon’s Top 100 Outsourcing Destinations , India and the Philippines ranked first and second place respectively. The tech support call center outsourcing competition between these two countries is getting tougher. India strives to maintain leadership amidst the aggressive strategies of the Philippines’ continuously growing tech support services outsourcing.
For companies looking to outsource their business functions, it is important to note the similarities and differences between the main branches of tech support services of these two countries.
|Outsourced IT Support Services||Philippines||India||Which is better?|
|Technology Integrated Outsourcing Services||Outsourcing has grown beyond elementary back office work that comprises KPO and call center operations. Current and future requirements are for more technology-oriented services.||Predominantly a destination for voice-based services as it boasts of a larger population with an acquired American English accent.||Has of late suffered because of many voice-based jobs moving to the Philippines.||The Philippines has the upper hand due to their language skills.|
|Cloud-based Business Process as a Service (BPaaS)||BPO services now sourced from the cloud. Automation is overtaking human processes.||A fast developing infrastructure||Has a lot of scope and expertise in delivering BPaaS.||India has the upper hand as they have more knowledge in this area.|
|Voice-based Outsourcing Services (VoIP)||Following comparison shows how voice-based outsourcing providers weigh India and Philippines as an outsourcing destination for voice-based services.||The Philippines has surely exceeded in delivering voice-based services. It is estimated that around 70% of incremental Call Center and voice business in India will also be lost to foreign competitors||Looking at the current-day support trend, outsourcing is no longer limited to voice-based support. But there are other channels like technical support that give India a huge advantage to bounce back in the game.||The Philippines has the upper hand due to their English language skills.|
Other specific services that fall under these categories are:
The IT infrastructure in India houses high-tech tech hubs such as Mumbai, Bengaluru, and Hyderabad. State-of-the-art technology allows them to produce premium quality outputs for clients. Moreover, India is a fast developing country offering the latest technology, ISP, Analytics, Cyber Security, App Development, Software Development, and even Cellular Networks.
On the other hand, most foreign countries do entrust their business to Filipino agents especially when it comes to tech support inbound process outsourcing. The warmth, enthusiasm, and passion of Filipinos can easily manifest these emotions to customers whether via call, chat, or email. Their impeccable warmth comes with their incredible knowledge of the English language.
Both countries are in the outsourced technical support industry for a really long time in comparison to their European and Latin American counterparts. Furthermore, their expertise allows them to cater to different niches but with global competition looming over both India and the Philippines. Outsourcing becomes harder with more options available to potential clients.
Although, one thing to note is that the Philippines is notorious for impeccable customer support. Whereas India is famous for its IT expertise.
Even if we are not at the top when it comes to IT in general, we can still guarantee to meet your needs. We highly consider future employees that have graduated with degrees related to IT sector. This is so that training would not take much of the onboarding time. With their own background knowledge, training would further enhance this. It would be like you are already dealing with professionals as well.
Contact Magellan Solutions today or as for us a quote below!
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