The Only Answering Service Comparison You Will Need (2021)

A blog banner by Magellan Solutions for The Only Answering Service Comparison You Will Need (2021)

A blog banner by Magellan Solutions for The Only Answering Service Comparison You Will Need (2021)

Having difficulties choosing the perfect service provider? This Answering Service Comparison will answer all of your questions.

Scanning through a plethora of answering services can be time consuming. 

But there are just a lot of things to consider before committing to one particular Business Process Outsourcing company. Such as pricing and employee attrition.

For SMEs, all decisions that require money, it’s a ‘must’ to be certain.

So in this article, we compiled the top 30 SME-focused BPO companies to let you determine which is the best for your business.

Content:

 

Top 30 Answering Service Providers

BPO (Business Process Outsourcing) could be the key to giving your firm the competitive advantage it needs. And there is no more perfect destination to outsource than the Philippines.

When it comes to outsourcing, the Philippines is rapidly developing, giving India a run for its money. Variables such as talent, cost, infrastructure, and innovation greatly help the country stand-out.

In the table below, we arranged the top 30 SME-focused BPOs in the country.

Company Price ($/hr) Customer Satisfaction Employee Attrition Rate Average Handle Time (/minutes) Service Focus Industry Focus
Magellan Solutions 12.00 90% 18.50% 5.4 Voice and Non-voice Various
Helpware 25.00 96% 30.00% 6.3 Voice and Non-voice Various
Dynamic Business Outsourcing Solutions 10.00 80% 7.00% 4.7 Voice Finance
Konnektors 25.00 96% 30.00% 6.3 Non-voice Various
Main Source 365 Tech LLC 50.00 98% 30.00% 4.7 Non-voice IT
First Source 25.00 98% 39.30% 6.3 Voice Various
Lambent Consulting 25.00 80% 30.00% 6.3 Non-voice Various
GlobalSky Call Center 49.00 80% 19.80% 6.3 Voice Various
CIENCE Technologies 25.00 94% 39.00% 4.7 Voice IT
Open Access BPO 25.00 92% 14.84% 6.3 Voice and Non-voice Various
Enshored 25.00 94% 22.00% 6.3 Non-voice Various
Noon Dalton 8.20 96% 30.00% 6.3 Voice and Non-voice Various
Aidey 25.00 98% 30.00% 6.3 Voice Various
Unity Communications 10.00 90% 3.00% 6.0 Voice and Non-voice Telecommunication
IdeasUnlimited 25.00 95% 30.00% 6.3 Voice eCommerce
Acquire BPO 25.00 85% 30.00% 6.3 Non-voice Various
Hit Rate Solutions 25.00 86% 18.00% 6.3 Voice Various
2ndOffice 25.00 95% 30.00% 5.4 Voice Retail
Staff Outsourcing Solutions 25.00 98% 30.00% 6.3 Voice Various
Pac Biz 9.23 90% 30.00% 6.3 Voice eCommerce
Exela 25.00 87% 30.00% 6.3 Non-voice Various
NETCAST BPO 25.00 98% 30.00% 6.3 Voice Various
BOTTLENECK DISTANT ASSISTANTS 13.00 100% 30.00% 6.3 Voice and Non-voice eCommerce
Tru29 Solutions Inc. 25.00 100% 30.00% 4.7 Voice Finance
EXL Service 25.00 76% 30.00% 4.7 Voice and Non-voice Finance
Conectys 25.00 90.00% 30.00% 5.7 Voice and Non-voice Various
Fusion BPO Services 25.00 90.00% 50.00% 6.3 Voice Medical
OptimumSource 25.00 78.00% 5.00% 6.3 Voice Various
Premier BPO 14.00 80.00% 3.50 % 6.3 Voice Various
Cloudstaff 10.00 96.00% 2.00% 6.3 Non-Voice Hospitality

To help you further, let us analyze the table and look at the common performance benchmarks in the industry using the data provided.

 

Data Analysis

Before choosing the best call center provider, you must first analyze whether they fit into your business model or not.

In this part, we will analyze the data presented to figure out which company is more beneficial to your business.

 

Efficiency of Price per Call

In a call center setup, it is important to make each dollar count. To measure that, compare each company’s price to its average handling time.

Company Price ($/hr) Average Handle Time (/minutes) Average Calls Received per Hour
Magellan Solutions 12.00 5.4 11
Helpware 25.00 6.3 10
Dynamic Business Outsourcing Solutions 10.00 4.7 13
Konnektors 25.00 6.3 10
Main Source 365 Tech LLC 50.00 4.7 13
First Source 25.00 6.3 10
Lambent Consulting 25.00 6.3 10
GlobalSky Call Center 49.00 6.3 10
CIENCE Technologies 25.00 4.7 13
Open Access BPO 25.00 6.3 10
Enshored 25.00 6.3 10
Noon Dalton 8.20 6.3 10
Aidey 25.00 6.3 10
Unity Communications 10.00 6.0 10
IdeasUnlimited 25.00 6.3 10
Acquire BPO 25.00 6.3 10
Hit Rate Solutions 25.00 6.3 10
2ndOffice 25.00 5.4 11
Staff Outsourcing Solutions 25.00 6.3 10
Pac Biz 9.23 6.3 10
Exela 25.00 6.3 10
NETCAST BPO 25.00 6.3 10
BOTTLENECK DISTANT ASSISTANTS 13.00 6.3 10
Tru29 Solutions Inc. 25.00 4.7 13
EXL Service 25.00 4.7 13
Conectys 25.00 5.7 11
Fusion BPO Services 25.00 6.3 10
OptimumSource 25.00 6.3 10
Premier BPO 14.00 6.3 10
Cloudstaff 10.00 6.3 10

Price per hour is the estimated cost of the service provided by the company. Knowing this figure will help you gauge your budget.

However, most call center pricing can change if there is a demand for higher parameters in call volume, agent skill sets, and the number of hours or contract terms.

It is also important to look at companies AHT or Average Handling Time. 

AHT is the average duration of a customer call transaction, including all hold times and transfers, as well as after-call activities, from the moment the customer dials the number until the time the call ends.

Lower AHT implies the call gets resolved in a few minutes. And the fewer time spent on resolving issues, the more calls your business can receive.

In choosing a BPO partner, always take note that AHT should always fall below the industry benchmark. In a study by Cornell University, the found out that these are the basic AHT for each industry:

AHT Telecommunications = 528 seconds

AHT Retail = 324 seconds

AHT Business & IT Services = 282 seconds

AHT Financial Services = 282 seconds

That is why it is ideal to get a call center provider that is cheap yet capable of receiving a huge volume of calls.

It just means that every dollar spent on your answering service provider is worth it. 

Customer Satisfaction per Calls Received

Here’s a quick fact: 62% of customers believe that agents’ knowledge towards your service is the main key for a great customer satisfaction (CSAT) rate.

That means, the higher the CSAT is, the more you can ensure that your call center service provider cares about your brand.

Company Customer Satisfaction Average Handle Time (/minutes) Average Calls Received per Hour
Magellan Solutions 90% 5.4 11
Helpware 96% 6.3 10
Dynamic Business Outsourcing Solutions 80% 4.7 13
Konnektors 96% 6.3 10
Main Source 365 Tech LLC 98% 4.7 13
First Source 98% 6.3 10
Lambent Consulting 80% 6.3 10
GlobalSky Call Center 80% 6.3 10
CIENCE Technologies 94% 4.7 13
Open Access BPO 92% 6.3 10
Enshored 94% 6.3 10
Noon Dalton 96% 6.3 10
Aidey 98% 6.3 10
Unity Communications 90% 6.0 10
IdeasUnlimited 95% 6.3 10
Acquire BPO 85% 6.3 10
Hit Rate Solutions 86% 6.3 10
2ndOffice 95% 5.4 11
Staff Outsourcing Solutions 98% 6.3 10
Pac Biz 90% 6.3 10
Exela 87% 6.3 10
NETCAST BPO 98% 6.3 10
BOTTLENECK DISTANT ASSISTANTS 100% 6.3 10
Tru29 Solutions Inc. 100% 4.7 13
EXL Service 76% 4.7 13
Conectys 90% 5.7 11
Fusion BPO Services 90% 6.3 10
OptimumSource 78% 6.3 10
Premier BPO 80% 6.3 10
Cloudstaff 96% 6.3 10

90% or above is the ideal call center CSAT.

To measure Customer Satisfaction per Calls Received, look at the CSAT score and calls received.

A good CSAT score and high average calls received per hour means that agents are capable of satisfying customers with their needs upon initial contact. 

AHT can be a good supporting information to gauge how fast they can make transactions with customers.

 

The Employee Attrition Rate Factor

The x factor in outsourcing is the Employee Attrition Rate. But why?

The immediate consequences of high turnover rates are severe: loss of vital information and experience, loss of morale for those who remain, and loss of conviction in the team’s competency and capacity to perform. 

None of them are simple or quick to replace.

That is why it is important to look for a company with below industry standard (30%-40%) employee attrition rate.

Company Employee Attrition Rate Price ($/hr) Customer Satisfaction
Magellan Solutions 18.50% 12.00 90%
Helpware 30.00% 25.00 96%
Dynamic Business Outsourcing Solutions 7.00% 10.00 80%
Konnektors 30.00% 25.00 96%
Main Source 365 Tech LLC 30.00% 50.00 98%
First Source 39.30% 25.00 98%
Lambent Consulting 30.00% 25.00 80%
GlobalSky Call Center 19.80% 49.00 80%
CIENCE Technologies 39.00% 25.00 94%
Open Access BPO 14.84% 25.00 92%
Enshored 22.00% 25.00 94%
Noon Dalton 30.00% 8.20 96%
Aidey 30.00% 25.00 98%
Unity Communications 3.00% 10.00 90%
IdeasUnlimited 30.00% 25.00 95%
Acquire BPO 30.00% 25.00 85%
Hit Rate Solutions 18.00% 25.00 86%
2ndOffice 30.00% 25.00 95%
Staff Outsourcing Solutions 30.00% 25.00 98%
Pac Biz 30.00% 9.23 90%
Exela 30.00% 25.00 87%
NETCAST BPO 30.00% 25.00 98%
BOTTLENECK DISTANT ASSISTANTS 30.00% 13.00 100%
Tru29 Solutions Inc. 30.00% 25.00 100%
EXL Service 30.00% 25.00 76%
Conectys 30.00% 25.00 90%
Fusion BPO Services 50.00% 25.00 90%
OptimumSource 5.00% 25.00 78%
Premier BPO 3.50 % 14.00 80%
Cloudstaff 2.00% 10.00 96%

A high attrition rate will render everything meaningless. It is imperative to keep employees happy.

What’s the use of cheap BPO companies if your agents are uncomfortable and not giving their 100% best?

Also employees that are happier are more engaged. In turn, employees that are engaged are more productive and have a lower percentage of absenteeism from work. 

It is critical to have a healthy working atmosphere. Employee friendships flourish in a healthy work environment, which enhances personal well-being and will benefit your bottom line.

In essence, workplace environment and culture are key in keeping employees.

BPO Focus

Since every dollar counts for SMEs, it is also possible that they will not need any other services that BPOs offer.

A SME that is more concerned in handling social inquiries will not need voice services. 

On the other hand, companies like retail and IT is more inclined to get a BPO company that can provide both voice and non-voice services.

Company Price ($/hr) Service Focus Industry Focus
Magellan Solutions 12.00 Voice and Non-voice Various
Helpware 25.00 Voice and Non-voice Various
Dynamic Business Outsourcing Solutions 10.00 Voice Finance
Konnektors 25.00 Non-voice Various
Main Source 365 Tech LLC 50.00 Non-voice IT
First Source 25.00 Voice Various
Lambent Consulting 25.00 Non-voice Various
GlobalSky Call Center 49.00 Voice Various
CIENCE Technologies 25.00 Voice IT
Open Access BPO 25.00 Voice and Non-voice Various
Enshored 25.00 Non-voice Various
Noon Dalton 8.20 Voice and Non-voice Various
Aidey 25.00 Voice Various
Unity Communications 10.00 Voice and Non-voice Telecommunication
IdeasUnlimited 25.00 Voice eCommerce
Acquire BPO 25.00 Non-voice Various
Hit Rate Solutions 25.00 Voice Various
2ndOffice 25.00 Voice Retail
Staff Outsourcing Solutions 25.00 Voice Various
Pac Biz 9.23 Voice eCommerce
Exela 25.00 Non-voice Various
NETCAST BPO 25.00 Voice Various
BOTTLENECK DISTANT ASSISTANTS 13.00 Voice and Non-voice eCommerce
Tru29 Solutions Inc. 25.00 Voice Finance
EXL Service 25.00 Voice and Non-voice Finance
Conectys 25.00 Voice and Non-voice Various
Fusion BPO Services 25.00 Voice Medical
OptimumSource 25.00 Voice Various
Premier BPO 14.00 Voice Various
Cloudstaff 10.00 Non-Voice Hospitality

The ideal BPO company can provide both flexibility and competency.

Based on the table above, there are only a few call center companies that can provide cheap and effective voice and non-voice services in various industries.

If you are looking for a versatile BPO partner, go for SME-focused companies that can handle any services you want.

BPO focus can also be a determinant of the technology and expertise of the company.

 

Efficiency Per Industry Focus

It is not enough that your company is versatile. 

They must be able to deliver the positive result that you want.

Company Customer Satisfaction Average Handle Time (/minutes) Service Focus Industry Focus
Magellan Solutions 90% 5.4 Voice and Non-voice Various
Helpware 96% 6.3 Voice and Non-voice Various
Dynamic Business Outsourcing Solutions 80% 4.7 Voice Finance
Konnektors 96% 6.3 Non-voice Various
Main Source 365 Tech LLC 98% 4.7 Non-voice IT
First Source 98% 6.3 Voice Various
Lambent Consulting 80% 6.3 Non-voice Various
GlobalSky Call Center 80% 6.3 Voice Various
CIENCE Technologies 94% 4.7 Voice IT
Open Access BPO 92% 6.3 Voice and Non-voice Various
Enshored 94% 6.3 Non-voice Various
Noon Dalton 96% 6.3 Voice and Non-voice Various
Aidey 98% 6.3 Voice Various
Unity Communications 90% 6.0 Voice and Non-voice Telecommunication
IdeasUnlimited 95% 6.3 Voice eCommerce
Acquire BPO 85% 6.3 Non-voice Various
Hit Rate Solutions 86% 6.3 Voice Various
2ndOffice 95% 5.4 Voice Retail
Staff Outsourcing Solutions 98% 6.3 Voice Various
Pac Biz 90% 6.3 Voice eCommerce
Exela 87% 6.3 Non-voice Various
NETCAST BPO 98% 6.3 Voice Various
BOTTLENECK DISTANT ASSISTANTS 100% 6.3 Voice and Non-voice eCommerce
Tru29 Solutions Inc. 100% 4.7 Voice Finance
EXL Service 76% 4.7 Voice and Non-voice Finance
Conectys 90% 5.7 Voice and Non-voice Various
Fusion BPO Services 90% 6.3 Voice Medical
OptimumSource 78% 6.3 Voice Various
Premier BPO 80% 6.3 Voice Various
Cloudstaff 96% 6.3 Non-Voice Hospitality

When it comes to efficiency, there is no better way than to look at CSAT and AHT then compare it to the industry focus of the company.

As mentioned, a good CSAT and AHT means that a company can satisfy customers. If we take into consideration the service focus and the industry they cater to, we can have a better picture of what efficiency looks like.

 

Conclusion

Philippines call center companies vary from the services they provide to their price and capabilities. That is the reason it is so difficult to pick the best among the rest.

But with the help of different data, we can say that the best answering service providers are BPO companies that show versatility, affordability and proficiency.

The top 3 stand out among the 30 companies are Magellan Solutions, Noon Dalton and Unity Communications.

Company Price ($/hr) Customer Satisfaction Employee Attrition Rate Average Handle Time (/minutes) Service Focus Industry Focus
Magellan Solutions 12.00 90% 18.50% 5.4 Voice and Non-voice Various
Noon Dalton 8.20 96% 30.00% 6.3 Voice and Non-voice Various
Unity Communications 10.00 90% 3.00% 6.0 Voice and Non-voice Telecommunication

Based on our analysis, these three excels in all areas studied. It proudly parades all the badges of a capable and trustworthy BPO company.

All of these companies show flexibility in terms of service and focus. On top of that, they all showed desirable Employee Attrition Rate, CSAT and Pricing.

 

Learn More About the Top Call Center Company in the Philippines

Magellan Solutions is the customer service outsource you need.

Magellan Solutions is a BPO company based in the Philippines that focuses on supporting small to midsize businesses. 

With over 18 years of industry experience, we offer high-quality customer service support and call center services. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.

At Magellan Solutions, we combine technology such as ACD, CRM, and IVR with agent skills. We make sure that they have all the necessary tools, equipment, and knowledge to serve customers. 

We believe that progress shouldn’t break your bank, so our services remain flexible and competitive.

Contact us now, and we will discuss with you how we can help your business succeed. Complete the contact form below and talk to us for free!

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