Why Outsourcing is the Way to Go – Manila Bulletin

Now more than ever, companies are expected to provide top-notch support for their customers. Although excellent service has always been a prerequisite for the success of a company, in today’s world “world class” means something different. We live in a contemporary society, 24 hours a day, seven days a week. To be truly customer-centric, companies need to adapt to the needs of society, and that’s just not always a worthwhile endeavor to take internally. That’s where Call Center Services in the Philippines add tremendous value.

“By outsourcing your customer support to a call center in the Philippines, your business can provide quality customer service 24 hours a day, seven days a week – exactly what your customers are looking for. Additionally, call center services in the Philippines help you achieve this at a fraction of the cost of providing the same level of support in-house or outsourcing onshore,” says Ralf Ellspermann, CEO of PITON-Global, an outsourcing provider specializing in procurement Call Center Services in the Philippines.

Employing call center agents in-house is not only much more expensive than an outsourced offshore solution, but it also costs agents more than just their paycheck. It costs your company to recruit, hire, train and continuously develop employees. “Adding to the cost is that the turnover rate for call center-like positions in the US is high because it’s not a highly sought-after job — forcing you to start the expensive cycle all over again,” says Ellsperman.

Perhaps you prefer to manage all customer support in-house. The intention behind this decision is probably to ensure that your customers receive quality service, but the reality is that, at least in the vast majority of cases, call center services are not a company’s core competency. Without this specialization, your organization lacks the infrastructure and innovation to adapt to ever-changing customer demands—resulting in lower quality of support.

The benefits of outsourcing contact center services are obvious, but there are certainly other options outside of the Philippines. Your business could outsource to an onshore provider, but that would come with a similarly high operational cost for your in-house staff overseeing customer service.

With Contact Centers in the Philippines, your costs are 50% lower than with an onshore provider. Even though you pay less, you can be confident in the experience your customers have with every interaction. Filipino agents speak accent-neutral English and have a close cultural affinity with the West, which allows them to really connect with your customers.

The Philippines is the world’s largest and leading call center outsourcing destination thanks to the many competitive advantages that the country offers. Outsourcing providers in the Philippines invest heavily in world-class processes, technology and infrastructure that enable them to provide exceptional support to you and your clients. Many organizations have already recognized the value of outsourcing call center services to the Philippines, which means you could fall behind your competitors.



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