How to Choose the Right Call Center Vendor in the Philippines
Traditional vs Modern: The Evolution of Call Centers
Why the Philippines is the Perfect Fit for Your Inbound Call Center and Outbound Call Center?
Choosing a BPO company for inbound and outbound call centers is crucial. It can make or break your company.
Here are some countries where you can outsource your business:
- Philippines
- India
- Mexico
- Brazil
- Argentina
- Poland
- Ukraine
- Malaysia
- China
- Taiwan
- Romania
- Egypt
- Canada
Among the countries listed, the Philippines and India are the top choices for companies.
India is the largest offshore outsourcing country. They have over 500 companies offering outsourcing services.
India’s population is the main reason they are the top outsourcing provider. They have the second-largest population in the world, with 1.33 billion people.
But, the Philippine BPO is “The BPO Capital of the World.” 2022 they will cover 15% of the global outsourcing market.
Cost-cutting is the main reason why a company opts to outsource. But, there are other factors why an organization chooses a BPO company, such as:
- Enhancing the quality of the service
- Solving capacity issues
- Focusing on the core business
- Flexibility
- Efficiency
- Freeing Up Internal Resources
- Tax Breaks
With this, outsourcing your services is significant to your firm’s growth. But how do you know if the company you partner with is worthy of your trust?
Qualities of a Country with Great Inbound Call Center and Outbound Call Center
It would be best to consider several factors when searching for a BPO company.
Salary of Agents
As stated, 59% of companies outsource their business to control or cut their budget. Asian countries, for instance, have lower salaries compared to Western countries. So, businesses that outsource in this location can save as much as 60% on labor costs.
It will be practical if you outsource your business to have more people work for you. The estimated hourly salary of a call center agent in the USA is $22.
Imagine how much you could save if you found an offshore company that does the same service for almost half the rate.
Cultural Flexibility
97% of global consumers say customer service significantly impacts their buying decision. Also, consumers appreciate an agent who can build a relationship and relate to them.
This study shows how important it is to have a call center agent who can build a rapport with customers. Besides, going to a country with a culture like your target customers will be bright.
Workforce
Knowing how much available workforce it can provide for your business is essential. Likewise, a young population can benefit a firm looking for a long-term partnership with a BPO company.
A country with a high literacy rate can also provide excellent customer service. Having an agent that can speak English with a neutral accent is essential. They can encourage your client to repurchase your product or service.
Work Ethics
Aside from having a skilled worker, an employee with a strong work ethic is a valuable asset to your company. This can give you assurance when you have disciplined and hardworking agents.
It is not easy to handle customer inquiries and concerns. It takes tremendous effort and patience. 70% of consumers provide positive feedback on companies that contact them with proactive customer service notifications.
Workforce Diversity
Outsourcing in a country with a diverse workforce can add value to your business. A diverse workforce is about differences in ideas, skills, education levels, and experiences.
A diverse workforce has lower turnover rates and absence. Moreover, you can avoid the risk of disrupting your operations due to a lack of coverage.
Philippines: The Perfect Destination for Your Inbound Call Center and Outbound Call Center
Filipino Call Center Agents: The Super Agents of the BPO Industry
Excellent Literacy Rate
The Philippines’ literacy rate is 98.18%. This is higher than in other developed and modern countries.
The country produces almost half a million college graduates each year. Among these, many consider a career in BPO because of the competitive salary and benefits.
Government Support
Support from the Philippines government is vital for the call center industry. They offer a call center training course for graduates who want to apply to the BPO industry.
As a result, there are 1.2 million call center agents. They came from 700 outsourcing companies. So, the BPO industry is the most significant contributor to the Philippine economy.
Diverse Cultural Background
Filipinos are a natural fit for BPO services due to their rich cultural dynamics. While they have an Asian background, they also have a Western culture and traditions.
Communication is more efficient because of their fluency in English. This characteristic is vital in achieving better customer service satisfaction.
Outstanding English Skill
Filipinos also have a neutral English tone, making communication easier with Western customers.
Excellent Work Ethics
Filipinos are well-known for their hardworking and dynamic nature. Their values system has all these qualities. They are also dependable and can deliver what is expected.
They also know the value of their job as it provides them with economic security. Likewise, the support of foreign firms to the Philippine BPO is proof of their respect for their work ethics.
Philippine BPO: The Call Center Capital of the World
Philippine BPO is also one of the best in the world. Here are some qualities that make call centers in the Philippines world-class.
Low-Cost Service
Outsourcing your inbound and outbound call center services in the Philippines is efficient. For instance, you will need an estimated $53,000 to set up an in-house call center with 15 employees. But, if you outsource in the Philippines with the same number of employees, you will need $36,000.
Outsourcing in the Philippines not only lessens the cost of labor. It will also save you from spending on office space, human resources, and legal fees. For this reason, the reserved amount will add up to more or less 60% cost savings.
Flexibility
The Philippine BPO industry also offers a wide range of services. On the contrary, India specializes in IT but falls short in customer service.
Client Versatility
Magellan Solutions for SMEs and Start-up Businesses
Magellan Solutions provides services to small and medium enterprises. We offer a variety of services for inbound call center and outbound call centers, such as:
- 24/7 Call
- Virtual Receptionist
- Phone Answering
- Customer Support
- Tech Support
- Omnichannel Support
- Multilingual Support
- Telemarketing
- Lead Generation
- Appointment Setting
- Cold Calling
- Market Research
- Survey
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