A Summary of Outsourcing Services in the Philippines

After thorough and careful consideration, you have finally decided to outsource to the Philippines.

To begin, you already have a pretty good idea of what office functions you want to outsource.

Now you just need to take your pick out of the 851 registered BPO companies in the Philippines, and then you can start to relax and focus on your core business.

To arrive at an informed decision, you must begin by getting a good understanding of the different types of call center services provided by BPO companies in the Philippines.

For starters, call center services may be grouped into three types – inbound, outbound, and business process outsourcing. Inbound call center services deal with the handling of incoming calls; while outbound call center services are the opposite – doing call outs. BPO services, on the other hand, is the delegation of operations and responsibilities of specific business functions.

Different Types of Services

Each category can be further broken down to specific functions. The most common services offered may be enumerated as follows:

Inbound Call Center Services

• Customer Service

Customer service is the heartbeat of every organization. An organization with robust customer service is a successful one. Customer support services vary and may range from after-hours support, call overflow, product inquiries, billing inquiries, order processing, customer management, and customer retention.

• Technical Support

Technical support is helping callers with technical problems such as troubleshooting, or setting up an online account, or website navigation.

• Helpdesk

Works as a central hub where problems and issues are reported.

• Sales

Inbound sales calls come in different types. It can come as direct response marketing or sales lead qualification.

Outbound Call Center Services

• Appointment Setting

A business to business marketing service which involves a person/agent acting in a company’s behalf and making calls to set up business meeting appointments.

• Collection Reminders

Collection reminders can both be live or automated. It is an effective way to recover debts. An agent will call your customers and remind them of overdue or late payments.  It can also be an automated service which is set up as an Interactive Voice Response (IVR) that will send notifications.

• Telemarketing

This direct marketing strategy involves soliciting prospective clients to buy certain products and services. In an outbound call center setting, an agent aims to engage potential customers in a strategic and targeted way through a personalized approach.   

• Lead Generation

This is a marketing strategy that works on identifying and cultivating consumer interest into a product or a service. It generates a list, a database or leads for e-newsletters or sales. A call center agent will call out clients who are identified with products and services that match their need, aiming to close a deal.

• Market Research

An advantageous marketing strategy that involves the gathering of vital information on current market trends, spending habits and patterns of customers, and identifying areas for growth. An outbound call center helps in generating survey responses to inquire into a customer’s satisfaction following a recent sale.   

BPO Services

BPO services are helping businesses in saving costs while increasing operational efficiency which results in higher revenue generation. Organizations choose to outsource time-consuming business tasks to call centers such as:

• Data Entry
• Transcription
• Order taking
• Electronic Filing
• Data Mining
• Claims Filing
• Forms Processing
• Contract Processing
• Claims Submission

What’s Next?            

Trust Executive Boutique with your business process outsourcing needs and watch your profits grow. We offer a broad portfolio of call center services designed to help you reach your full potential. We are flexible, and we can work with you long term or on a project basis. We commit to work with you in identifying business solutions to save your company time and money.

Find out today and contact us to learn more!