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Why Some US Companies Do Not Hire Philippines Call Centers
Global businesses and industries are thinking of expanding to new and exciting opportunities. But there is a certain fear within regarding outsourcing.
These fears stem from the basic security concerns that organizations have, and can be mitigated by actually engaging with an outsourcing company.
Here we look at some of the most common worries in outsourcing to contact center solutions Philippines:
Offshore call centers make your customers feel disrespected.
Customers feel like their questions are important enough to be dealt with by your company directly. They know that the only reason you offshore customer service is to save money.
Because of this reason, Filipino call center agents make it to a point that the call ends with every query and issue solved. It is still our responsibility to represent you. Thus ending a call with a satisfied customer is our priority.
A real language problem.
The last thing customers want is to struggle with basic communication. A lot of US customers will now actually hang up if they know that their call is being transferred offshore. Customers are not entirely being offensive or racist. Rather, a strong foreign accent makes it harder to communicate.
Call center companies in the Philippines assure you that customers will feel at ease as Filipinos are generally trained to speak English with the typical American accent. There are even some companies that have special language training.
No one wants to be answered with a script.
Customers want a fast transaction and/or a quick solution. But some scripts end up prolonging the process with the stiffness. Furthermore, there is nothing more frustrating than someone giving you irrelevant scripted answers.
Call center Philippines outsourcing relies on scripted conversations. This is to make sure agents have the proper vocabulary and knowledge to answer customers. But we also guarantee that these scripts exist for the want of faster processing. It saves the agent by thinking up ways in explaining something that they say repetitively. But aside from that, the rest of the call is genuine and is customized for each caller, question, and issue.
A call center company in Manila might destroy your best marketing achievements.
Companies make promises in their campaigns. But there are instances where customer service could not effectively deliver it the way it was promised.
According to Zendesk, 88% of people have been influenced by an online customer service review when making a buying decision. No one is expecting a product to be absolutely perfect. Rather, they are expected to be able to call for help if they need to.
As stated earlier, we make it to a point where the call ends with every query and issue solved. Just like your campaigns and promises, we too have to uphold our promise. To close every deal and purchase with a happy customer or client.
People want to talk directly to the company instead of a representative in the call center Philippines.
When it comes to companies, people will have a general picture of what your company’s staff should look like. When you direct them to an offshore call center you are destroying this image along with their expectations.
This is the reason why we make sure to dispatch agents from *the call center Philippines* for your team only after they have been trained. And this training is for and by professionals as we do not want to be the ones breaking the standard you already set.
Experiencing a sense of culture shock.
Some providers of call center services in the Philippines aren’t as familiar with common U.S. phrases and slang. They also aren’t clear on geographic references. This reduces customers’ trust in their expertise.
With Magellan Solutions, we promise that your dedicated team will be fully versed in every little detail of your company. And though we assure you of their patience thus learning the extra mile with understanding common slang would be part of assuring that they end calls with satisfaction.
Not enough product knowledge.
Outbound call centers in the Philippines are far removed from the corporate base. As a result, they aren’t as familiar with the company’s products and services.
This is another reason why we put so much effort into our onboarding process. For every possible detail that a customer might find to ask about, we make sure that your hired Magellan Solutions team will be able to give answers.
How To Outsource Call Center Philippines
How does a call center ph like Magellan Solutions face all the stated worries above? Below are some of our major achievements as one of the best contact center solutions Philippines.
1.) The contact center Services Philippines boasts the latest technology when it comes to internet connectivity, telecommunications, data security, and IT infrastructure. But this also brings in the worry involving sensitive data.
The 2012 Data Privacy Act brought the Philippines’ business process outsourcing sector to international security standards. There are strict regulations that keep sensitive healthcare information private and secure.
2.) Historically wise, the country itself holds strong ties with the US. This greatly influenced the culture of the Filipinos. This led to Filipinos adopting Western culture, including food, language, education, and religious freedom.
3.) According to the EF English Proficiency Index, the Philippines ranks 20th out of 100 countries/regions and 2nd in Asia. So, it won’t be difficult at all to work and collaborate seamlessly with Filipino workers in a contact center in the Philippines. You’ll have strong communicators on board.
4.) According to the Philippine Statistics Authority, the Philippines currently has over 37 million Filipino millennials.
The population’s median age is 23. This means that the BPO industry’s workforce grew up with IT. This is why this demographic is familiar with the technology. As a result, they are capable of understanding it to improve businesses.
5.) Magellan Solutions have received the following for over 18 years of call center services Philippines:
- ISO/IEC 27001:2005 Certification
One of the widely accepted and globally recognized security standards. It enables us to identify, prevent, and defend potential security vulnerabilities.
- HIPAA Compliance
The Health Insurance Portability and Accountability Act (HIPAA) sets the standard for sensitive patient data protection. Companies that deal with protected health information (PHI) must have a physical, network, and process security measures in place and follow them to ensure HIPAA Compliance.
We hope these at least got you curious about what else we could offer. Contact us with the form below and we’ll get back to you with more of our services.
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