In the past 4 years, the Philippines has surpassed India as leader in call center operations, with countless organizations outsourcing a variety of business operations and processes to the region. In fact, in 2016, 16 of the top 20 offshore call center projects were stationed in the Philippines. Since then, more companies have followed in tow, making the region even more of a hub for call center operations.
Why are so many companies choosing the Philippines as their business outsourcing partner?
The Philippines offers a whole list of benefits for companies looking to begin BPO, which we will now discuss in this article.
Lower Operational Costs
59% of companies cite cost cutting measures as the reason for outsourcing their customer service and/or other business operations. Companies can save money in almost all areas of their business including
- Outbound Calls
- Inbound Customer Service
- Contracts Processing
- Data Mining
- Lead Generation and more!
The Philippine government also has many incentives for companies in the Philippines to provide BPO to foreign businesses, since the incoming revenue helps the country immensely. There are also little to no unionization efforts, meaning that the costs of running operations from the Philippines will stay cost efficient.
The growth of BPO in the Philippines has led to an improved quality of life for many people in the country. Call centers now attract legions of new college graduates seeking a stable job with good pay, and working in one of these offices provides better wages than that is provided in the country’s other industries. A youthful, newly educated workforce in touch with current social norms and dialect will do wonders for an organization having trouble connecting with their customer base.
English Literate Population
A survey by eConsultancy found that 61% of respondents said they would choose phone support as opposed to other available avenues (live chat, e-mail). This is why a workforce that’s comfortable speaking English to customers is key to a successful outsourcing model. The Philippines has an impressive 95% literacy rate, and many people in the country speak a form of English that is closer to that spoken in the U.S.
Excellent Customer Service
The Services sector represents about 60% of the country’s economy, so it’s no surprise that the Filipino people are known for their world-class customer service. Where many outsourcing operations may result in customers being frustrated with the agents they interact with, you’ll find that interactions are generally cordial and pleasant when contacting a call center in the Philippines.
Is your business trying to cut costs and streamline operations more efficiently? Executive Boutique Call Center can help your company reach its goals. Contact us today for more information on pricing, availability, and to hear examples of our agents in action.