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
• Data Analysis
  • Efficiency of Price per Call
  • Customer Satisfaction per Calls Received
  • The Employee Attrition Rate Factor
  • BPO Focus
  • Efficiency Per Industry Focus
  • Conclusion
• Learn More About the Top Call Center Company in the Philippines

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.

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.

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.

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.

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.

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.

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.

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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