Customer service is the backbone of any successful organization and holds the power to drive customer acquisition and retention, ultimately leading to improved profitability. In today's fast-paced, ‘always on’ culture, customers expect 24/7, 365-day support. Meeting these expectations requires investment in the right systems, tools, processes and resources. Call center support companies can play a vital role in this.
Outsourcing, specifically call center outsourcing to the Philippines, is a cost-effective and efficient way to ensure your customer service needs are met. As a leading destination for virtual call center services, the Philippines offers a pool of talented and trained call center vendors who can deliver top-notch customer support. With the rise of digital technologies, many customer service tasks can be completed remotely, making outsourcing an attractive option for organizations looking to meet customer response and experience expectations while keeping costs low.
What are the benefits of outsourcing call center services?
- Cost savings: by outsourcing repetitive and time-consuming contact center tasks to the Philippines, where the cost of living is lower than most Western countries, businesses can save up to 70% compared to hiring local customer service specialists. This cost-effective solution offered by call center vendors can help organizations maximize their budget and resources.
- Increase in output efficiency and quality levels: by utilizing the services of a Philippines-based virtual call center, businesses can increase the efficiency and productivity of their onshore team. The offshore team can handle routine customer service tasks, freeing up the onshore team to focus on higher-value work. The result will be a noticeable improvement in output efficiency and quality levels.
- Business growth and scaling opportunities: call center outsourcing to the Philippines provides businesses with the opportunity to grow and scale their operations sustainably. The additional capacity gained from the support of an offshore team can help organizations focus on increasing profits and exploring new business growth.
- Faciliates 24/7 support: call center outsourcing to the Philippines can play a pivotal role in managing key customer service metrics such as shorter hold times, instant online chat, and round-the-clock social media and DM queries. This helps organizations meet customer expectations and provides a seamless customer experience.
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Want a call center agent - or a team of agents - in the Philippines?
What are examples of outsourced contact center roles?
Depending on what outsourced provider you choose to engage, the following roles are well-suited to outsourcing:
Sample contact center team structure
Your first offshore appointment is usually a Contact Center Operations Manager, who becomes your offshore champion. They’ll oversee your offshore operations and communicate daily with your local executives.
Your team will grow based on your business goals. Call center outsourcing services are extremely flexible and easy to scale up or down as your organizations’ needs change. The good news is that you can start with a basic team structure, then quickly and easily add more staff as your business grows, without significant up-front investment.
Contact center teams are typically formed in the following ratios:
Common challenges associated with outsourced contact center teams in the Philippines
Language barriers
It’s worth acknowledging that some of your customers will struggle to understand heavy accents, often made worse by latency or “call lag” when talking to an overseas customer service representative. At MicroSourcing, we’re aware of these issues in the contact center industry and we’ve worked hard to eliminate these problems in our services to you.
Due to the Philippines’ American-influenced education system, Filipinos speak English with a slight American accent which most English-speaking customers find easy to understand. What’s more, MicroSourcing invests heavily in solid infrastructure to maintain high call quality and prevent frustrating call lags. For your customers, this means a pleasant customer service experience, free from technical difficulties.
Communication and culture
As with any offshore operation, it’s critical to maintain daily communication between your local office and offshore team. There’s also the aspect of maintaining company culture. When teams work separately from the main operations of a business, there’s a chance that your company culture won’t carry across to the offshore location.
To address this issue, it’s important that your local contact center executives and customer service managers check in regularly with your offshore teams. Get to know your team, spend time with them and understand each other. Make sure your offshore contact center teams embrace your company values and expectations.
Interested in recruiting team(s) in the Philippines?
Since our inception in 2006, MicroSourcing has become one of the biggest providers of offshoring solutions in the Philippines. We can help you build a dedicated team in the Philippines, regardless of the roles and level of specialization you require. MicroSourcing is backed by our parent company, Probe CX, one of Australia’s fastest-growing offshoring solution and customer engagement firms. So, it’s safe to say we’re experts in outsourcing to the Philippines.
Call +1 888-731-0023 today or send us an email to discuss your company’s offshoring needs.
