Why Outsourcing to the Philippines Matter?
Should Americans Lose More Job Opportunities To BPO Philippines and Other ‘Tiger Countries’?
Let’s take a look at the best and worst Philippines Call Center Companies this 2021
There are more than 700 Philippines call center companies – many of which work specifically for small and medium enterprises.
As a result, it might be hard for any startup business owner to look for the right BPO company for their operation.
It’s already a given fact that call center Philippines offers the most affordable pricing without compromising the quality of the service.
After all, low pricing is the main reason business owners outsource their function to an offshore BPO company.
However, SMEs require a unique system compared to big corporations. Unlike the Fortune 500, these enterprises still seek their branding identity in the market.
Therefore, they need someone that can guide them throughout the outsourcing process. It is not just a BPO company that can supply them with people they can manage.
That’s why more than the pricing, small business owners should be more meticulous in finding the right outsourcing partner.
So, here are some of the other factors that SME owners should look for in a call center company.
- Customer-based Organization. – Does the BPO firm consider your customers as their customers too?
- Collaborative Effort. – Do they involve you in any decision-making process about the development of agents and customer service?
- Goal-Oriented. After analyzing your provided data, Does the call center company have a pitched end goal for your business?
- Endless Development. – Do they offer ways to improve your operations rather than just providing software and equipment you can use?
- Credibility – Can they ensure the safety of your data?
- Flexibility. – Can they work on various functions for your startup business?
With this in mind, let’s take a look at the 12 best and worst call center companies in the Philippines:
Top 12 Best Call Centers in the Philippines
In gathering the list of call center companies in the Philippines, our team checked everything to weigh in on the compatibility of each organization with SMEs.
1. Magellan Solutions
Magellan Solutions is the best call center you can get if you’re a startup enterprise. They offer a shared BPO service, the most affordable call center business model.
Magellan Solutions’ vision is “to be the best partner in providing Business Process Outsourcing services to small and medium businesses (SMEs).”
This philosophy is perfect for SMEs since they are an organization that will help them progress.
Furthermore, the organization also works towards these 3 Company Missions:
- Continuous process improvement
- A consultative approach to providing a unique customer experience
- The development of our employees to be successful
Why Might You Want to Outsource with Them?
Partnering up with Magellan Solutions guarantees progress with your business. Their organization is all about improving what’s already the best every time.
On top of that, they also follow these core values whenever they’re working with a business partner or their customers:
- Teamwork – We value team accomplishments that advance the success of our clients
- Initiative – Proactively generate and act on improvement ideas
- Dedication – We strive hard to achieve our shared goals.
- Integrity – We maintain the highest standards of fairness and ethics in all our transactions with our clients, employees, and the community we serve.
- Flexibility– We are adaptable to the needs of the clients.
- Humility – We acknowledge our weaknesses and strive to improve.
Moreover, Magellan Solutions is one of the recipients of Bureau Veritas ISO 27001 Certification. This ensures they strictly follow all safety protocols to protect your data in their facility.
Finally, the management considers their employees as their family. It is why they have one of the lowest attrition rates in the call center industry at 18.7%.
2. Helpware
Helpware is an international outsourcing company with offices in the US, Mexico, Germany, and the Philippines.
Hence, their prominent tagline is “We put culture in the forefront.“
As such, they could offer outsourcing services from companies in all regions. They use the diversity of their employees as an advantage for their outsourcing operations.
Why Might You Want to Outsource with Them?
It is an excellent fit for SMEs planning to open their business to the world audience. They will have access to agents in Asia, Europe, and Latin America.
Helpware creates customized teams for their business partners’ customer service and back-office functions.
Here are the core values they live by in their organization:
- Deliver – We do what we say we’ll do for our Partners: Always find a path
- Experience – Wake up each day and find a way to optimize every interaction.
- Passion – We protect our Culture: We deliver from our “core” – Truly amazing people.
- Savviness – Attuned and sensitive: Focused and driven through emotional intelligence.
- Energy – Never stop transforming: Process, Procedure, Technology.
- Happiness – Freedom to smile: It translates into everything we touch and reminds us that we have the same opportunity to share joy daily.
- Understanding – Unashamedly driven by integrity and proud of the “why” behind every interaction.
These core values mirror the organization’s abilities to transform a startup business into a world-class institution.
Helpware also builds customized Customer Service and Back Office teams for industry-leading startups and modern companies.
3. Big Outsource
Big Outsource is a BPO company that offers assistance from Customer Engagement to Multimedia and Creative service.
As a result, it gains popularity for startup businesses that want to have a customer service and marketing team.
They can provide their partners with graphics, video, and audio campaign material.
The Big Outsource’s vision is to be a “preferred premium outsourcing solutions provider and partner for business owners of all types, sizes, and colors seeking to create an impact in a hyper-competitive global business environment.”
Why Might You Want to Outsource with Them?
One of the most celebrated characteristics of Big Outsource is its ability to preserve the excellent work of its employees.
They do this through elaborate strategies that provide their staff a healthy and enjoyable working environment.
In addition to that, they’re also empowering the employees by giving them performance-based bonuses.
They believe in implementing an equal career opportunity for everyone, regardless of seniority.
To cap it all off, they’re executing all their work using these five practical steps:
- Grasp of the global outsourcing business
- Learn the legal and business frameworks of outsourcing
- Understanding of human resource and recruitment approaches
- Specialized knowledge and experience in the outsourcing industry
- Broad linkages across the different public and private sectors
4. Eastvantage Business Solutions
Eastvantage is a Euro-Filipino outsourcing firm that offers the following service to SMEs:
- Customer Care Support
- Business-functions Support
- Software Development and Maintenance
Why Might You Want to Outsource with Them?
They believe in a more straightforward business solution for their partners. This is perfect for first-timers who don’t have an idea about outsourcing.
These business owners can get the gist of the service and benefits despite having no outsourcing experience.
Speaking of start-up-friendly BPO, Eastvantage will also help you establish the KPIs you need for your call center team.
You no longer have to be blindsided by the result of your outsourcing investment since you have metrics to go by.
Eastvantage has at least 500 employees in their headquarters in Manila, Philippines.
As the center of the world call center industry, you will get the best call center agents for your business operation.
5. OutForce
OutForce is an Australian-owned outsourcing company based in the Philippines.
Their main advantage is their ability to effectively connect human and digital factors to produce exemplary results for their partners.
Why Might You Want to Outsource with Them?
OutForce’s commitment is to create new and practical solutions to help its clients access the global market.
This organization is also a SMEs-focused BPO company based on their mission:
“To help startups and SME nations globally to achieve their true potential through the modern way of Outsourcing.“
As a startup business owner, you know you’re in good hands when the BPO’s goal is to maximize the potential of your enterprise.
Here are some of the services they can offer to startup businesses:
- IT support
- Telemarketing
- Telesales
- Customer service
- Finance services
And as part of their excellent qualities, OutForce offers no lock-in contracts for their partners. Meaning SMEs can change their operation if they think it’s necessary.
This is an excellent option in the contract considering SMEs’ needs might change if they see any progress with their business operation.
6. Outsource Access
Outsource Access is an American-owned, mid-sized BPO call center in the Philippines. Aside from customer service, they also excel in the following service:
- Virtual Assistants
- Executive Assistants,
- Account Specialists,
- Data Scientists,
- Digital Marketers,
- Social Media Experts
All these functions are essential in today’s modern call center company. An SME outsourcing all these services will ensure a fully-functioning business even if they’re overseas.
Why Might You Want to Outsource with Them?
These virtual assistants can also assist you in other functions since they have support from almost 200 tactical skill staff.
Meaning the solutions in your company are a collaborative effort from the team of Outsource Access.
On top of that, they have a process for selecting the best VA for your business operation. It ensures the compatibility of the agent who will work on your tasks.
In terms of pricing, you can get a fully vetted, managed, and trained outsourced staff member for $1,695/month.
7. Direct Sourcing Solutions
Direct Sourcing Solutions, or simply DSS, is an outsourcing company with experience partnering with companies in the US, Asia, Australia, New Zealand, and the UK.
Like the companies mentioned in the list of call centers in Manila, they also provide tailor-fit services for their business partners.
DSS’s core values reflect their passion for providing a positive result for their clients:
- Metric-driven Performance
- Technology- enabled
- Client Chameleons
- Focused on Result
- Loyal
- Quality Work
- Transparent
- Honourable
DSS could create a favorable solution for any SME worldwide using these virtues.
Why Might You Want to Outsource with Them?
Their recruitment team ensures that every person working for DSS has skills and knowledge in the outsourcing industry.
DSS considers their agents a part of the outsourced company they’re working with. It means they’re held accountable for every action they do for your enterprise.
But then again, it is part of their “tailored-fit” service. They will run all these processes by you before actually doing it in live operation.
8. Centro Global Solutions
The main selling point of Centro Global Solutions is their investment in their people – who are critical to their success to date.
They offer omnichannel call center service for their clients from North America, Europe, the Middle East, and the Asia Pacific.
Why Might You Want to Outsource with Them?
This feature is perfect for SMEs connecting with customers using different platforms.
The fact that they’re successful in implementing this process means it could work for any startup business.
Centro Global Solutions always aim to exceed their business partners’ definition of “excellent.”
On top of that, their focus is also on building a solid relationship with your business to your target customers.
Below are the industries where Centro Global Solutions excels at:
- Retail and eCommerce
- Travel and Tourism
- Automotive
- Fast-moving consumer goods
- Healthcare
- Technology
- Telecom
- Gaming
9. MVP Asia Pacific
MVP Asia Pacific is a Clark-based BPO company with at least 300 people working on every business function.
Despite their small-scale structure, they can do tasks ranging from call center to back-office functions.
Why Might You Want to Outsource with Them?
Here are some of their expertise:
- Customer Service & Data Entry,
- Administration & Virtual Assistants,
- Finance & Accounting,
- Architecture & Drafting,
- Real Estate & Management,
- Software & Web Development,
- Engineering & Product Design,
- IT & Cyber Security,
- Marketing & Graphic Design,
- UI/UX Design & User Testing
The massive number of services they can offer is advantageous to any SME. It means business owners no longer need to look for multiple companies for various tasks.
Besides this impressive flexibility, MVP Asia Pacific advertises a 75% overhead cost right after you outsource with them.
10. Transec BPO Solutions Inc.
Transec BPO Solutions Inc. is one of the newest outsourcing companies on the list.
Established in 2010, they were able to provide quality solutions for their clients through efficient recruitment of skilled professionals.
Why Might You Want to Outsource with Them?
Expect these five results when you outsource with Transec:
- Augmenting internal workforce
- Scale faster with efficiency
- Reduce operating costs
- Gain operational expertise
- Widen the talent reach
Transcec work involves hiring industry experts to assist business partners with their needs.
Of course, the organization will apply integrity and a proper work attitude to achieve any results set by the clients.
11. Custard Apple Outsourcing Inc.
Custard Apple Outsourcing Inc. or CAO’s expertise is in the information technology industry. However, it doesn’t stop them from offering top-notch call center service for their business partners.
Why Might You Want to Outsource with Them?
They were able to successfully launch several call center campaigns using their company’s core values:
- INTEGRITY – CAO adheres to strict and moral ethical codes. We put a premium on good practice and penalize actions against the law.
- EXCELLENCE through Continuous Improvement – aiming for excellence from input to output. Our technical and professional expertise strives to excel and will stop at nothing to improve and be the best solution provider.
- PROFESSIONALISM – values on-time delivery and dedicates to strategizing absolute and progressive work environments.
- CLIENT or CUSTOMER ORIENTATION – knows our clients’ nature and scope to meet better or even exceed their expectations. Disappointment is not an option. We aim for our client’s satisfaction.
- TEAMWORK – working in a healthy and harmonious peer-to-peer relationship, CACCS’ Cooperative effort works toward upholding open and honest communication between peers to achieve common goals.
- FLEXIBILITY – as an avant-garde of versatility, we are diverse in providing solutions to our clients.
- EFFICIENCY – we work within constraints that displays a high degree of skill within the given amount of time
- RESPECT – respect for ourselves, work and authority, other people, and everything involving life.
With this in mind, CAO clients guarantee a positive and quick turnaround when outsourcing their call center service.
12. eTelecare Services
eTelecare is one of the leading customer management companies for SMEs. They focus on creating a solid relationship between the brand and your customers.
Why Might You Want to Outsource with Them?
They do this through telecare Services. Customer First Principle:
- Do it right the first time
- Apply the L-E-A-R-N experience
- Every encounter with the customer is an extraordinary experience
- First things first
- The agent sharpens the saw
- TEAMWORK
Besides professional work, eTelecare Services also does community outreach in their area.
This is a great training ground for their agents to develop empathy which they can use in the customer service industry.
Top 12 Worst Call Centers in the Philippines
This list of the worst call center companies in the Philippines is not chronological.
Despite this, our team will still mention some good attributes of the following companies but ultimately say what they lack.
1. Infinit-O
One of the main issues our team finds about Infinit-O’s mission and vision is the message they want to convey.
Why You Might Not Want to Outsource with Them?
Their mission statement says, “Creating Endless Opportunities for our Partners
to realize their full potential.”
While this sounds appealing, there’s no follow-up on how they will do it.
Although the intention is okay, they should’ve included how they can create endless client opportunities.
Overall, they lack any details regarding their process and services.
But one of the things worth mentioning here is their statement about reducing the overall cost of operation by up to 70%. This is while performing in the most optimized and efficient way possible.
2. Offshore Intelligence Global
Offshore Intelligence Global is a Philippines-based outsourcing company specializing in various BPO functions like call center and admin works.
Why You Might Not Want to Outsource with Them?
They have a lot of promising statements regarding the services they can offer. However, it lacks emphasis on focusing on the SMEs.
Considering that they are a 600-seater BPO company, it’ll be difficult for them to target Fortune 500 companies.
So, having little to no statement about SMEs makes them one of the worst call center companies on the list.
However, some SMEs might be interested in their offer since they can decrease client staffing by 30% in three months of outsourcing.
On top of that, their marketing and lead generation service looks exceptional. They’ve managed to create a successful healthcare application in the Australian marketplace.
3. Boomerang
Boomerang is a BPO company established in 2017. They might still improve their services, but for now, they’re one of the worst call center companies in the Philippines.
Why You Might Not Want to Outsource with Them?
For starters, the organization’s statement says:
“Boomerang allows clients to create a diverse workforce to extend their reach and significantly reduce costs.”
This looks like an exciting offer since they allow their partners to choose their teams.
However, it’ll be a dangerous offer, especially for SME owners who do not have experience hiring offshore agents.
They might hire agents who do not fit their current business model.
Besides, there’s no clear way to address SME outsourcing concerns like creating an onboarding process and training programs.
But then again, they’re just a startup BPO company, so let’s give them the benefit of the doubt.
Some potential offers from Boomerang include establishing KPI and transparency towards any result from the campaign.
4. 247 CSR
247 CSR is a BPO company that has been operating for more than 12 years now. However, it doesn’t look like they have a decade of experience when it comes to outsourcing.
Why You Might Not Want to Outsource with Them?
Looking at their website, you know they’re not trying to sell their services.
It might be because, according to their website, most of their clients are from referrals of previous partners.
Still, their service offerings are not as clear as the other companies on this list. Here’s their answer to the question of why you should choose them:
“Founded over 12 years ago in the Philippines, 247CSR.COM has been built up from client referrals. Trained and Managed with Western leadership, our mission is to provide our clients excellent, low-cost voice and non-voice services.”
Just by looking at this statement, you know they only rely on their 12 years of experience, and the rest are generic comments about affordable pricing and excellent service.
Picture of their facility is also not a work-conducive area. There are minimal photos of their workplace, but you can tell that it’s only a tiny office space.
However, the good thing about their service is they’re upfront about the pricing.
It’s a good thing, especially for SMEs that need the price point immediately without contacting the call center firm.
5. Xtenserv
Xtenserv started as one of the pioneering internet cafés in Angeles City in 1998. They’re now serving several clients from Australia, Europe, and US.
At first glance, Xtenserv is a candidate for one of the best call centers in the Philippines.
However, their lack of at least one certification from a standardization body creates a problematic scenario for their operation.
Why You Might Not Want to Outsource with Them?
Their facility doesn’t have enough security measures to avoid any data breach. Agents don’t have any private desks or dividers. Some can quickly peek at the information they’re accessing.
Although they tried to design the place to make their employees feel at home. Still, it’s not enough if you can’t secure your customers’ information.
Be that as it may, we can appreciate the company’s effort to create a family-like relationship with its agents.
This can be a great advantage, primarily if the SME aims for a higher customer satisfaction rate. Agents can channel these friendly vibes to their consumers.
6. BMG Outsourcing
BMG Outsourcing is an Australian-owned company established in 2012.
Like the other companies mentioned on this list, BMG Outsourcing offers little to no specification about what they can do for your company.
In addition to that, they’re not a full-pledged SMEs-focused BPO company. They might apply some rules they have for big companies towards your business.
Some might require minimum agents for the call center operation and more extended contracts.
Why You Might Not Want to Outsource with Them?
There’s no telling how they can manage a minor operation since there’s no offer about any BPO process.
However, they provide services from industries like accounting and the financial sector.
So, the silver lining here is that they have enough experience to manage a small-scale operation due to their long list of clients.
7. TAiO Connect
TAiO Connect is an impressive BPO company for SMEs. However, they have the lowest guaranteed workforce cost reduction at 60%.
Why You Might Not Want to Outsource with Them?
Although it was not part of the criteria earlier, it is still a critical component, especially for SMEs seeking to minimize expenses.
Besides, companies on the list of the best call center companies also offer the same services as they do. The only difference is that they have more cost reductions than TAiO Connect.
However, it is commendable that this BPO company updates its statement regarding the current pandemic situation.
This is the only call center firm with a proposed solution to continue operating despite the lockdown.
8. Staff Domain
Staff Domain is also one of the BPO companies with an impressive service.
However, they do not have any statement about their goal as an organization. Mission and vision are crucial as SMEs need a guarantee that they share the same goal as their business partner.
Why You Might Not Want to Outsource with Them?
Flexibility regarding language is also an issue since they can only provide English on their customer support. Some companies above can offer multilingual call center services.
But they have an exceptional facility and outstanding agents available.
These can be a deciding factor for some SMEs looking for convenience and top-notch technology, regardless if they share the same goal.
9. East Joint Marketing Solutions
East Joint Marketing Solutions started as a BPO company offering US companies services in 2008. Until they begin taking partners in different regions in 2016
However, their rich experience is not reflected in what they can offer.
Why You Might Not Want to Outsource with Them?
They still have 100 employees under their management. It’s small and might be insufficient for customer service and back-office tasks.
Furthermore, they don’t have a definite statement on what they can do for your business.
They don’t have a mission, vision, or message indicating their intention toward your organization.
10. Outsource-Philippines
Outsource-Philippines is a Manila-based BPO company established in 2003. They offer various services, from customer service to knowledge process outsourcing services.
While their flexibility seems to be a significant factor to consider as one of the best call centers, Outsource-Philippines lacks specification regarding their identity.
Why You Might Not Want to Outsource with Them?
They aim to “help clients achieve their business goals through accurate and efficient service.” However, they do not have any particular process to discuss executing it.
Although their pricing offer is also promising since they can reduce the operational cost by up to 70%.
11. Clearvision Outsourcing
Clearvision Outsourcing started in 2012, and they specialize in the following services:
- IT and IT-enabled solutions
- Social Media Marketing
- Digital Video Production
- Virtual Office Assistance
- Business Process Outsourcing
- Web design and development, Systems engineering
- Organizational and HR development
Why You Might Not Want to Outsource with Them?
Usually, this is good enough not to be part of the worst call center list. However, their website design doesn’t reflect what they’re offering there.
The website has a very basic vibe yet has a Web Design service. On top of that, it is not precisely clear what the benefits are when you partner with Clearvision Outsourcing.
12. Outsourcing Solutions Inc.
Outsourcing Solutions Inc. claims that they are one of the oldest outsourcing companies in the Philippines.
Unfortunately, their more than two decades of BPO experience did nothing to improve the services they could offer.
Why You Might Not Want to Outsource with Them?
There are no specific offers to choose from, and the statement is unclear on what they could do.
On top of that, they can only offer a 60% reduction in the operational cost, which is not enough if you’re a startup business.
Interested in Outsourcing with the Best Call Center Company in the Philippines for SMEs?
Aside from the above information, Magellan Solutions has many things to offer.
We may not be the most prominent call center company in the Philippines for small businesses, but we have tons of services to offer like:
- 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
With all these services plus more, we’re one of the biggest call center companies in the Philippines for medium businesses.
Our Business Developers can help you set up your key performance indicators (KPI). KPIs will guide you and monitor the progress of your business with us.
We also offer guaranteed flexible pricing options based on several factors like service and number of agents you need.
Magellan Solutions understands that startup businesses have limited funds for outsourcing services.
Our applicants went through a thorough application process. After that, our hired employees will undergo training to enhance their skills.
Contact us today for a 60-minute consultation at zero charge. Fill out the contact form now!
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