Outsourcing High Touch vs Low Touch Call Centers in the Philippines

Touch is a powerful tool for building trust. In today’s virtual world, we sometimes forget that we need a human touch. Scientifically speaking, touch releases oxytocin—a brain chemical that affects trust behaviors. While physical touch helps build relationships, businesses nowadays tap into virtual touch to make personal connections with their customers.

Customers typically veer away from companies who do not adjust to their attention needs by producing mediocre customer experience. It is then necessary for businesses to have personal attention or touch, categorized as either low or high.

High vs. Low Call Center Requirements

Low-touch outsourcing activities require little or no personal interaction (for example, automated data center operations, disaster recovery services, or document scanning services). On the contrary, high-touch activities require a high degree of interaction at various levels between a specific individual or team at your company and the customer (for example, business process reengineering or application implementation).

Outsourcing high-touch or low-touch service solutions can move overall expenses to a level commensurate to what a customer expects while the company maintains value for its clients simultaneously. Beyond these, and more importantly, the company’s culture is strengthened.

Depending on your company’s needs, your choice of where to outsource an interaction strategy will impact efficiency and productivity in customer service and other areas such as learning, information sharing, collaborative processes, and the relationship between managers and collaborators.

If expertise and cost are the primary reasons you consider outsourcing, then the Philippines is the best location you are looking for. Also, you must have recognized that your company can’t do the work and can not fully excel in all business areas. Outsourcing high-touch or low-touch processes not core to your business is your best and only option. Then again, these service solutions are better done in the Philippines.

Remarkable client-servicing

• Adopting the idea of a one-stop shop, Philippine call centers provide customers with everything they need. Call center agents from the Philippines give answers, close sales, and offer solutions to customers using different channels.

Efficient customer journey management

• Today’s call center providers use these channels to connect to customers: face-to-face, voice calls, emails, snail mails, websites, text messaging, social media, and blogs. Customers are not just using one channel when connecting with your company but almost all of them. An ancient customer journey management system also allows customers to move from one track to another while their entire journey is captured. Philippine call centers have the efficient means to manage the customer engagement process in a personalized manner that fits well with the country’s cultural background.

Excellence in sales and marketing areas

• Sales and marketing are just two out of many areas that Philippine call centers excel at. With time-tested sales strategies used by Philippine providers, the image of outsourcing in the Philippines remains among the world’s best-reputed outsourcing locations.

Exceptional customer service

• Majority of call centers in the Philippines provide exceptional customer service and a cost-effective operating model while operating in a market with complex products. Customer loyalty is based on how they can support your business in sustaining a particular experience level for each client. Because of their emphatic nature, call center agents in the Philippines can personalize customer transactions that will impact brand loyalty.

Data management expertise

• Filipino agents are experts at data entry for corporations and governments worldwide. With world-class security and modern data capture techniques, almost every Philippine call center ensures you have the correct information to power your business, whatever its size. They offer solutions that address all aspects of data management—from scanning to encoding to remote access and data storage.