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USA And The LPO Agency Industry
USA And The LPO Agency Industry
Metrics For Measuring Inbound Telemarketing Quality
Measuring Inbound Telemarketing Quality Made Easy

Top Chosen Call Center Outsourcing Companies In The Philippines

Top Chosen Call Center Outsourcing Companies In The Philippines

Top Chosen Call Center Outsourcing Companies In The Philippines

 

Top channel of communication for call center outsourcing 

Customers prefer call centers over indirect platforms such as the usual product manuals, brochures and even chatbots .

According to eConsultancy, the following are the customer preferences:

61% – Phone conversation

Directly talking over the phone with an agent is usually a better choice than other communication processes. 

Most problems could be resolved within a call. This is a requirement for phone agents, the ability to solve a customer’s problem builds rapport. This helps resolve issues in the company service of a product in a calm and collective manner. Customers may also get to talk to team leads who may have better solutions and information to help them with the service or product.

57% – Live chat

Live chat is similar to phone conversations. The only difference is that you get responses through chat/ text replies. 

With live chat, sending files such as images, also makes it a better experience for customers. Instead of taking time explaining in a call, sending a visual file solves the issue faster as the agent could easily point out what to help with. With chats, repetition could also be avoided as both agent and customer could simply read back.

60% – Emails

Regarding email choices, this usually serves as a better option for agents, especially during peak seasons. Resource planners could schedule agents’ responses in an organized manner. 

Emails are usually longer than chats because most customers would want to have a fuller explanation on the raise issue/ situation. This format allows agents to review the inquiry as many times as they need to compose a fitting solution. 

Follow up questions are easy to see as customers need to just reply to the email thread for further problems.

Customer service makes up  72% of most BPO operations. Even with other omnichannel support systems, most inquiries still come in the form of calls.

Why the Philippines is the top choice for call center outsourcing services

The low operating cost in offshoring to countries does not equal low-quality workers. We always consider the experience of the agent. In line with this, we look into the agreement on the salary budget of the client.

There are other Southeast Asian countries that offer cost-saving services. But most American companies still prefer the Philippines. This is because of the high mastery of the English language and exposure to Western culture. India also offers cheaper services. But the downside is having heavy accents and idioms that confuse American customers.  This is true for both voice and non-voice services.

The Philippines have a skilled workforce and lower call center pricing. It’s the main reason why it would be better if you outsource here. It’s that simple.

Outsourced contact centre services at Magellan Solutions

The BPO industry in the country has expanded over the years. You no longer have to worry about fully giving up control of your projects. Instead, you could take advantage of outsourcing for your company. Even if the team is under the Philippine BPO company, you are the only one who manages them the way you want. Managers would only serve as mediators.

Here at Magellan Solutions, we help build a team and grow your organization. As a BPO company, we shoulder the responsibility of managing the processes of starting a team.

We also offer a 60-minute free business consultation to help you make the right decision soon. Just fill the form below now and we’re all set.

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Yelyna
Yelyna

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Magellan Solutions Outsourcing, Inc

Arrow Divider Footer min

California – USA (West Coast)

100 Old Country Road Suite H, Brisbane, CA

94005, United States

Florida – USA (East Coast)

1900 South Harbor City Blvd, (East Coast Division)

Suite 300 Box 48, Melbourne, FL 32901

Philippines – APAC

PB Mezzanine Floor, Summit One Tower 530 Shaw

Boulevard, Mandaluyong City, Metro Manila 1552

Philippines – APAC

8th floor, Centris Cyberpod 5 ETON Loop A, Diliman,

Quezon City, Metro Manila 1103

US: +1 650 204 3191
UK: +44 8082 803 175
AU: +61 1800 247 724
hello@magellan-solutions.com

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    Call Center Outsourcing & BPO Services

    Arrow Divider Footer min
    • 24/7 Answering Service
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    Associations



    Magellan Solutions Outsourcing, Inc

    Arrow Divider Footer min

    California – USA (West Coast)

    100 Old Country Road Suite H, Brisbane, CA 94005, United States

    Florida – USA (East Coast)

    1900 South Harbor City Blvd, (East Coast Division) Suite 300 Box 48, Melbourne, FL 32901

    Philippines – APAC

    PB Mezzanine Floor, Summit One Tower 530 Shaw Boulevard, Mandaluyong City, Metro Manila 1552

    Philippines – APAC

    8th floor, Centris Cyberpod 5 ETON Loop A, Diliman, Quezon City, Metro Manila 1103

    US: +1 650 204 3191
    UK: +44 8082 803 175
    AU: +61 1800 247 724
    hello@magellan-solutions.com

    Quick Links

    • About Us
    • Sample Call Recordings
    • News & Blog
    • Resources
    • Our BPO & Call Center Facilities
    • Message from the CEO
    • Privacy Policy

    Industries

    • Outsourcing for 3D Service BPO
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    • Outsourcing for eServices BPO
    • Outsourcing for Healthcare BPO
    • Outsourcing for HR Service BPO
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    • Outsourcing for Travel BPO
    • Outsourcing for Retail BPO
    • Outsourcing for Real Estate BPO

    Call Center Outsourcing & BPO Services

    Arrow Divider Footer min
    • 24/7 Answering Service
    • Omnichannel Contact Center
    • Customer Support Outsourcing
    • Multilingual Call Center Services
    • Lead Generation Services
    • Cold Calling Services
    • Interactive Voice Response System
    • Staff Leasing
    • Back Office Services
    • Community Moderation Services
    • Virtual Assistant Services

    Associations




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