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What contact center services can be Outsourced to the Philippines

American companies began to outsource many business processes such as call center services during the late 1990’s to offshore locations in order to save money and increase efficiency.  New telephony technologies gave these corporations the ability to send high volumes of phone calls oversees at lower a cost than anytime in the past.  Companies embraced outsourcing and used this opportunity to set up call centers in nations that had large English speaking populations and lower wages.  The first country to take advantage was India but as the technology spread the Philippines soon became a player in the international outsourcing arena.

Now the Philippines is host to many American companies supplying them with inbound call centers, 800 answering services and basic phone answering services.  From its humble beginnings in Manila the industry has also spread to places like Cebu and Davao. Companies that use inbound services are now looking beyond the phone call and are also offering live chat services and email support services.  Most of the top companies and other have setup their offshore call center services in the Philippines. Several factors have helped in this explosive growth of business process outsourcing: favorable government policies, excellent communication networks, comparatively low wages and skilled English speaking workforce among others. Cost savings, improved quality and productivity have encouraged companies to outsource call center services to the Philippines or to scale up their existing offshore operations.

The 12-hour time difference between western countries and the Philippines has made it an ideal call center outsourcing location, as companies can benefit from 24×7 services by outsourcing call center services to the Philippines.  The Philippines offers both inbound and outbound call center services.  Examples of outbound services that can be outsourced to the Philippines are:

lead generation
database selling
direct mail follow-up
appointment setting services
data verification services

Examples of inbound contact center services that can be handled in the Philippines are:

help-desk services
up-selling and cross-selling
product information requests
product information requests
Claims processing services\Customer Service

Since the Philippines has a large number of English speaking professionals finding call center agents that can answer your calls accurately and efficiently should not be a problem.  And given the strong cultural ties between the United States and the Philippines many of the common communication issues between customers and offshore call center agents are eliminated.

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