Choosing an outsourcing partner for inbound call center and outbound call center services can make or break your organization.
Here are some countries where you can outsource your business:
Among the countries listed above, the Philippines and India are considered to be the top destinations for most Fortune 500 or SMEs.
India is known as the largest offshore outsourcing country with over 500 companies offering outsourcing services. The main reason why India remains as the top outsourcing provider is its population. India has the second largest population in the world with 1.33 billion people.
Aside from the 24/7 inbound call center and outbound call center services, India’s BPO industry specializes in IT and software development.
The Philippine BPO on the other hand, is “The BPO Capital of the World”. It is estimated that in 2022, the Philippines will cover 15% of the total global outsourcing market.
Cost-cutting is the main reason why a company opts to outsource. However, there are other significant factors why an organization decides to partner with a third-party service provider such as:
Given the reasons above, outsourcing your inbound call center and outbound call center services is consequential to the growth of your organization. But how do you know if the company you partner with is worthy of your trust?
In searching for the best place to outsource your business, there are several elements that you need to take into consideration.
As stated, 59% of companies outsource their business as a way to control or cut their budget. Asian countries, for instance, have lower salaries compared to Western countries. Consequently, businesses who outsource in this location can save as much as 60% on labor costs.
If you are planning to hire more people to work for you, it will be practical if you outsource your business. The estimated hourly salary of a call center agent in the USA is $22. Imagine how much you can save if you found an offshore company that does the same service for almost half the rate?
In a recent study conducted by Microsoft, 97% of global consumers say customer service greatly impacts their buying decision. According to the same research, 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. Going for a country with a culture similar to that of your target customers will be a smart move.
When looking for a country to outsource your business, it is important to know how much available manpower it can provide for your business. A young population can be beneficial to an organization who is looking for a long term partnership with a call center company.
A country that has a high literacy rate can also provide a great quality of service for your customers. Having an agent that can speak English with a neutral accent can encourage your client to purchase your product or service again.
Aside from having a skilled worker, an employee that has a strong work ethic is a valuable asset to your company. This can give you an assurance that your business is in good hands 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 who contact them with proactive customer service notifications.
Outsourcing in a country with a diverse workforce can add value to your business. A diverse workforce is not only about employees’ innate differences but also in terms of ideas, skills, education levels, and experiences.
A diverse workforce has lower turnover rates and absence. With this, the risk of disrupting your operations due to lack of coverage can be avoided.
A diverse call center team gives you a competitive advantage. Since they can cater to a wide range of customers, this will help your business drive more revenues and boost your global presence. Promoting an inclusive workplace also improves your corporate social responsibility and is good for your reputation.
Now that we have examined the characteristics of a perfect country to outsource your business, let us look at how the Philippines BPO industry meets these criteria.
Filipino call center agents are equipped with a lot of great attributes that qualifies them as one of the best call centers in the world. Here are the few reasons why:
The Philippines literacy rate is at 98.18% which is considerably higher than other developed and modern countries. This means that the agents you can get from the Philippines are qualified to provide customer service.
The country produces almost half a million college graduates each year. Among these fresh graduates, many consider a career in BPO primarily because of the competitive salary packages and benefits.
The support from the Philippines government is strong for the call center industry. They offer a call center training course that aims to train graduates to take over BPO sector jobs.
As a result, there are 1.2 million call center agents. Those agents are into 700 outsourcing companies making it the single largest contributor to the growth of the Philippine economy.
Filipinos are a natural fit for BPO services due to their rich cultural dynamics. While they have a distinct Asian background, they have been greatly exposed to Western culture and traditions.
With Filipinos’ English proficiency and cultural flexibility, miscommunication due to language and cultural barrier is less likely. As mentioned earlier, this characteristic is vital in achieving customer service satisfaction and customer loyalty.
The Philippines prides itself as one of the largest English-speaking countries in the world with 70% of the population fluent in English. Many international businesses outsource in the Philippines because of the Filipinos’ English proficiency and cultural adaptability.
Alongside the Filipino national language, English has cemented its status as one of the official languages of the country. As a matter of fact, English is the primary medium of instruction from preschool to university.
And because the Philippines has a history of American influences, they have acquired a neutral tone, which native English speakers find easy to understand.
Filipinos are well-known for their hardworking and industrious nature. In fact, these qualities are embedded in their values system. Filipinos are dependable, reliable, and can deliver what is expected of them.
Filipinos know the value of their job as it provides them economic security and professional growth and development. The continued patronage of Westerners to the services provided by the Filipinos is proof of their appreciation towards Filipino work ethics.
Aside from having competent call center agents, Philippine BPO is also one of the best in the world. Below are the few of the qualities that make call center service in the Philippines world-class.
Outsourcing your inbound call center and outbound call center services in the Philippines is efficient. You will need an estimated amount of $53,000 if you want to set up an in-house call center with 15 employees. Whereas, if you outsource in the Philippines with the same number of employees, you will just need $36,000.
Outsourcing in the Philippines not only lessens the cost of labor. It will also save you from spending on office spaces, equipment, taxes, human resources and legal costs. This will add up to more or less 60% cost savings.
The Philippine BPO industry offers a wide range of services. While India specializes in IT but falls short in terms of customer service, Philippine BPO companies can offer you the best of both worlds.
Having an inbound call center and outbound call center service provider who can give you multiple services is efficient. You no longer need to look for different BPO companies for your different needs. It is like a one-stop shop for outsourced business.
Because of its flexibility, Philippines BPO can also cater to inbound call center and outbound call center needs for both big corporations and SMEs.
SMEs can greatly benefit from outsourcing their business with the right company. In order to do this, SMEs should look for an outsourcing partner whose sole purpose is to help them grow and reach their goals.
For big corporations and Fortune 500 planning to expand their market, the large amount of manpower and years of experience of BPO companies can be helpful.
Magellan Solutions provides services to small and medium enterprises. We offer a variety of services for inbound call center and outbound call center such as:
Aside from our thorough screening process for our applicants, we also give training to enhance their knowledge and skills once they are hired.
We understand the importance of giving the best customer service. We take pride in helping start-up businesses by setting goals and assisting them in their development.
Contact us today for a 60-minute consultation at zero charge. Fill out the contact us form now!
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