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BPO Philippines has been adopting a remote strategy for a year; is it time to permanently conform to it?
Employees worldwide are becoming accustomed to business-wide remote work arrangements, video conferences, and virtual collaborations.
These measures started as countries implemented varying lockdowns to combat the global coronavirus outbreak.
But with new strains emerging, is it time to permanently accept a remote workforce strategy as the new normal for BPO companies in the Philippines?
Is a Work From Home Setup Effective in BPO Philippines?
Due to the COVID-19 virus outbreak, outsourcing in the Philippines has become a hotspot for many innovative remote strategies. But is it effective? So, to properly assess it, we break it down into three components:
1. The People
How do Filipino professionals and BPO Manila Philippines agents feel about working remotely?
The truth is that working from home has a positive impact on employees.
In the Philippines, 8 out of 9 professionals are satisfied with their current remote working arrangements, with 9 out of 10 reporting a similar or higher level of productivity while working from home.
As a result, more than nine out of ten professionals want to do more work from home in the future, and this could become a more important factor in determining employee job satisfaction or when they choose a new role.
While professionals in the Philippines benefit from less commuting time and greater flexibility from the comfort of their homes, they are also more distracted, less socially engaged, and subjected to more manager check-ins.
If we put them together side-to-side, it is apparent that there are more pros than cons.
Furthermore, here are some benefits of WFH according to employees:
- Better Work-Life Balance
- Less Commute Stress
- Money Savings
- Positive Environmental Impact
- Impact on Sustainability
- Increased Productivity and Performance
- A Happier, Healthier Work Life
2. The Workplace
For decades, there has been a growing demand for flexibility in where and how people work. Before the crisis, surveys showed that 80% of employees wanted to work from home at least part of the time.
Over a third of those surveyed said they would take a pay cut in exchange for the option.
Outsourcing companies in the Philippines also experience this demand.
Employees and employers see several advantages to working from home, one of which is having access to a wider range of job opportunities that aren’t limited by geography.
This is especially useful for job seekers in rural areas and small towns where there may be a limited number of local openings and for companies looking to attract the best applicants.
Remote work enables companies to embrace diversity and inclusion by hiring people from different socioeconomic, geographic, and cultural backgrounds and with different perspectives.
This can be challenging to accomplish when recruiting is restricted to a specific locale that not everyone wants or can afford to live near.
By hiring employees who can work from home in the communities where they feel the most comfortable and supported, companies choose to support diversity, community, and family.
A huge plus for employees.
3. The Company and Client
In recent years, BPO companies in Metro Manila’s primary driver of the work-at-home programs has been talent attraction and retention, but now, it is primarily about cost savings.
Desperate to cut costs, organizational leaders discovered they could accomplish more with less space.
Occupancy studies have since revealed how inefficiently office space was being used. Employees around the world are absent from their desks 50% to 60% of the time, which is a colossal waste of cash.
If remote setups increase employee happiness, this may also translate to better and faster services for clients. In addition, 46% of companies that outsource to the Philippines report having moved to a competitor after waiting too long.
Meeting customer expectations consistently necessitates the rapid deployment of the appropriate resources. Allowing a customer service representative to work from home is one way to ensure that a company keeps up with its customers.
This empowerment of employees has a profound impact on customers The Gallup Organisation reports that organizations that empower employees see an incredible 50% increase in customer loyalty.
Top SME-centered BPO Companies that Implement a WFH Setup
Convinced that WFH can be a feasible long-term strategy? Here are the top call center companies that you should consider working with:
Top BPO Companies in the Philippines 2019
| Rank | Company |
| 1 | Helpware |
| 2 | Flatworld Solutions |
| 3 | Fusion BPO Services |
| 4 | Magellan Solutions |
| 5 | Premier BPO |
Top BPO Companies in the Philippines 2020
| Rank | Company |
| 1 | Teletech |
| 2 | Magellan Solutions |
| 3 | Global Sky |
| 4 | KDCI Outsourcing |
| 5 | Propelrr |
Top BPO Companies in the Philippines 2021
| Rank | Company |
| 1 | Magellan Solutions |
| 2 | Six Eleven Global Teleservices |
| 3 | Cloudstaff |
| 4 | Infinit-O |
| 5 | Support Services Group |
Why BPO Philippines Thrives in a WFH Setup
While the common answer is safety during the pandemic, there are many reasons why the work-from-home setup makes sense in the BPO Philippines landscape. Here are the following:
1. Technology enables smooth communication with customers and colleagues from any location
Technology-driven, specifically the cloud, enables seamless communication between employees, the business, customers, and other stakeholders. Cloud platforms, in particular, provide an easy and effective way to communicate among teams, share important documents, manage supply chains, process payrolls, manage marketing strategies, and more.
All these are possible without the hassle of working face-to-face, and efficiency is guaranteed. Business processes are continuous at their optimal levels.
2. Happier employees lead to a lower retention rate
According to a study by Frost and Sullivan, the retention rate for employees in a WFH setup is 80% compared to onsite agents with 25%. Employee satisfaction reduces attrition rates. Also, productivity is optimal as more employees find the WFH setup ideal
3. Cost-saving for businesses
Company assets and resources are not used when most employees are in the WFH setup, which helps save on assets and liabilities. Also, employees working in the comfort of their homes tend to stay satisfied with the company. This leads to cost savings for companies that recruit and train new employees.
Work With the Premier BPO Company in the Philippines
Magellan Solutions is the leading SME-focused company in the Philippines in the business process outsourcing industry.
With over 18 years of industry experience, we offer high-quality customer 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 ensure they have all the necessary tools, equipment, and knowledge to serve customers.
We believe progress shouldn’t break the 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!
