Choosing Potential Call Center Outsourcing

Why are more and more businesses electing to take advantage of call center outsourcing with the services of Executive Boutique? More and more call center services are repositioned overseas, where the cost of living is less and the skilled labor force is increasing. Inbound and outbound call center jobs are burgeoning in the Philippines, the new “Call Center Capital of the World.” As the third-largest English-speaking country in the world, the Philippines has a quality educational system, hard workers, and positive attitudes that work well in the customer service industry.

Video Transcript

Questions to ask a potential outsource call center…

So you’re thinking about outsourcing some of your call center services to the Philippines…

But without traveling thousands of miles, how can you decide which company to partner with?

The hourly pricing charged by call centers will vary greatly for what sounds like the same services.

But there are important distinctions between these centers.

At one end of the spectrum are the mega call centers that employ thousands of people for the Fortune 500 companies of the world.
These mega centers will only take your call if you need hundreds of agents and can pay at least fifteen dollars per agent per hour.

At the other end of the spectrum are “rock bottom” call centers that promise amazing results for five to six dollars an hour.

But be careful, at best, the “rock bottom” companies are likely to have poorly trained staff and substandard infrastructure. At worst, they’ll turn out to be a few people making magic jack calls from old computers with shaky internet connections.

Or worse yet, a network of un-supervised working–from-home people, with unreliable utilities, and background noise that includes dogs, roosters, and babies.
Chances are, you’re not looking for either of these extremes.. But even among companies that appear to be real call centers who are willing to take on your account, there will be major differences.

How can you know who to choose?

You’re looking for smart agents that sound great, work hard, and stay on the job for the long term after they complete your training.

So ask your potential partner: What are doing to attract and retain the best agents? Are your salaries competitive? What benefits do you offer your employees?

You’re also looking for a company with the first rate infrastructure necessary to ensure that services are not interrupted. For reliable electric service, quality outsourcing companies will be located in an area that the electric company deems “priority.” Rolling brown-outs in non-priority areas are common.

The call center building must have an automatic backup generator, and every computer and server should be plugged into a UPS battery.

The center must have a high speed fiber optic internet connection and at least one backup internet provider.

You’ll also want to make sure the company’s office environment is comfortable, air-conditioned, well lit, and provides all the necessary amenities for an enjoyable work day.
Finally, you’ll need to ask about the equipment. How old are their computers? How secure is their network? And does every agent have a high-quality noise canceling headset?

Even if a center has qualified and motivated agents and the necessary infrastructure, make sure you’re partnering with an experienced management team you can trust. Ask for references from existing clients. Satisfied clients are usually happy to give a good recommendation.

Finally, you’ll need a company large enough that they can scale up quickly as your needs grow.

If outsourcing will save you 50% – 70% off your existing cost, it may be worth paying that extra dollar or two an hour to partner with a company that can provide the long-term quality service that will help you grow.

While outsourcing to the Philippines can improve your bottom line and increase the quality of service you provide to your customers. It can also end up being a frustrating, expensive waste of time. Choosing the right partner will make all the difference.

If you have further questions about outsourcing or would like to discuss our services and get a quote, please contact Executive Boutique today through our website, or give us call.

Why Choose EB Call Center?

Outsourcing important business functions is no easy decision. Our experienced executives in Cebu City have made it as easy as possible for you to give us a try. We offer 30 day trials and convenient month-to-month contracts with as few as five agents. Larger accounts may require a 90-day cancellation of service notice, but we allow you to interview your own agents, train your own agents, and visit the call center in person if you so desire.

Benefits of EB Call Center

Accessibility – Offer customer service 24/7, 365 days of the year, including holidays and weekends.
Time management – Outsource the most time-consuming and expensive tasks overseas.
Productivity – Free your internal agents from menial tasks to build morale and boost numbers.
Scale up – Quickly gain access to a fully trained, capable workforce to launch a new product or expand.
Training – Add the talents of a management team that has trained hundreds of Fortune 500 company agents.
Experience – We work retail, wholesale, financial, medical, travel, hospitality, education, and nonprofit.
Eliminate Headaches – Avoid the stress of high turnover rates, absenteeism, and scheduling.
Invest – Invest more into relationship building with existing customers.
Save money – A good wage overseas is $6-10/hour, compared to $22-$32/hour in the US or Europe.

Choosing a Philippines Call Center

Sound quality is one of the concerns businesses in the US, UK, Singapore, and Australia have when choosing a Philippines call center. You want the person representing your company on the line to sound like a native English speaker without a heavy accent people cannot understand. You want the individual to sound intelligent, confident, and friendly.

We offer staff member audio samples on our website for you to review, as well as the opportunity to call and speak with an agent yourself. As our client, we give you as much control as you’d like, allowing you the chance to interview prospective agents before they begin working on your behalf. You may do as much or as little of the training yourself. We offer clients access to technologies like GoToMeeting, Join.me, screen sharing, and dedicated conference bridges for training purposes.

Our agents have little to no accents. Prior to being hired by us, they have passed rigorous written and oral tests, scored “above average” on EQ and IQ tests, completed a medical screening, and passed a National Bureau of Investigations clearance. Call center agents have at least a college-level education, some prior call center experience, and intensive training in legal and ethical standards. In other words, we only hire the best! Agents are trained for one to six weeks, so they fully comprehend the client and products they represent.

With an industry-low annual turnover rate of just 3%, you can count on your selected agents to give the job their all! We create a positive work environment that boosts employee morale and pay above a fair living wage for the Philippines, though that standard may be very different in your country of origin.

Our state-of-the-art VOIP telephone system transmits at less than 200 milliseconds, with no time delay. Your agents will be calling from assigned area codes and caller IDs of any geographic location you choose.

EB Call Center Services

Executive Boutique offers a wide range of call center services, including:

Customer Support – Today’s customer expects 24/7 service. Our services integrate with your business systems, offering seamless, polite, prompt assistance for ordering products, billing, registering, or returning items. We work hard to keep your customers happy, so they return to you with repeat business time and time again.
Tech Support – Nearly 80% of people purchase a brand service or product due to the quality of tech support interactions. Our agents help consumers feel more informed and secure about their purchases. They are less likely to initiate returns and more likely to continue to purchase from you if their questions are answered. From software and app support, to site navigation help and password retrieval, we do it all.
Outbound Calls – For many agents, outbound sales calls are the least savory part of business. Most salespeople would rather close warmed-up leads than solicit new customers with telemarketing cold calls or conduct marketing surveys. Reserve your prized performers for the big jobs and let our agents take care of other outbound tasks at a price you can afford.
Business Process Outsourcing – There are many back-end office tasks being outsourced today, including: electronic filing, data entry, data mining, claims submission and filing, contracts and forms processing, appointment scheduling, and post-sales follow-up. Our team handles these office essentials, so your front end is freed to focus on revenue-generation.

Short Explainer Video about our Call Center

Watch this video about Executive Boutique call center to see what we’re all about. Contact us at your earliest convenience to discuss your call center outsourcing needs and get a free, no-obligation quote on our services.