Exceptional customer service is pivotal for business success. Its significance cannot be overstated in today’s competitive and fast-moving market. Positive customer support experiences foster brand loyalty and advocacy, driving growth, while negative encounters can harm reputation and deter potential customers.
The Philippines is a top choice for outsourced customer support in Asia due to its skilled workforce, excellent English proficiency, and cultural alignment with the West.
Outsourcing to the Philippines offers cost savings for enterprises and small and medium-sized businesses due to its low cost of living. Business Process Outsourcing (BPO) vendors in the country typically charge only $12 to $14 per hour. Outsourcing to the Philippines also provides access to needed expertise while facilitating seamless collaboration with outsourcing partners, yielding superior results.
Why Choose the Philippines for Outsourcing Customer Support?
The Philippines has risen as a top destination for outsourcing, especially in customer service. With over 30 years in outsourcing, the Philippines has proven to be a premier destination. Starting with contact centers in 1992, services have expanded to include accounting, legal, recruitment, and IT support.
Here’s why businesses are outsourcing customer support in the Philippines:
- Skilled Workforce: The country boasts a large pool of proficient English speakers with extensive customer service experience, thanks to its education system and thriving BPO industry.
- Competitive Labor Costs: Outsourcing to the Philippines can lead to significant cost savings, with labor expenses up to 70% lower than in Western countries, making it ideal for businesses with budget constraints.
- Strong English Proficiency: Filipinos excel in English, ensuring effective communication with customers, reducing miscommunication, and providing timely support.
- Cultural Compatibility: Filipinos share similarities with Western cultures, facilitating better rapport with customers from countries like the United States and contributing to higher customer satisfaction levels.
- Government Support: The Philippine government supports the BPO industry by offering enticing economic incentives, including tax holidays and reduced tariffs, to attract foreign businesses. This pro-business environment fosters foreign investment and streamlines the outsourcing process, boosting profitability.
Numerous businesses, particularly from Western countries, partner with Philippine-based providers to overcome talent shortages skill gaps and scale up their operations cost-effectively.
The Philippine BPO industry faces data analytics, AI, and cybersecurity challenges. However, the benefits of Philippine call centers still outweigh these challenges. Companies and the government are addressing these issues by upskilling the workforce and enhancing cybersecurity measures.
Types of Customer Service Outsourcing in the Philippines
When outsourcing customer service to the Philippines, you have various roles to consider, such as phone and email support, chat support, social media management, and technical support. There are three common types of call centers, namely:
Inbound call centers play a vital role in customer service and support. Here are some common services they offer:
- Product and Technical Support: Agents assist customers with product inquiries and technical issues, offering solutions or routing them to specialized support teams.
- Help Desk Services: Customers can report problems, submit complaints, or place orders through inbound call centers.
- Payment and Order Processing: Agents handle sales orders, process payments, and address billing or ordering issues over the phone.
- Upgrades and Renewals: Agents manage calls related to upgrading or renewing subscription-based products or services.
Outbound call centers focus on proactive customer engagement and sales efforts. Here’s what they typically do:
- Telemarketing: Agents reach out to potential customers through cold calls or warm leads to promote products or services.
- Market Research: Conducting phone surveys helps businesses understand customer needs and preferences.
- Lead Generation: Outbound agents initiate contact to identify and qualify potential leads for sales teams.
- Appointment Setting: Agents schedule appointments with prospects on behalf of sales representatives.
A multichannel support strategy involves seamlessly providing customer service across various communication channels, including email, phone calls, SMS, WhatsApp messaging, video, live chat, social media, post/letter, in-person assistance, and knowledge base. By catering to customer preferences on these channels, businesses can enhance the overall customer experience.
Solopreneurs and startups typically initially manage customer inquiries independently. However, handling inquiries becomes challenging as their business expands and their customer base grows. They require a more straightforward, cost-effective solution to build their customer service team.
Inbound and outbound call centers and multichannel support are essential for customer engagement and business growth. Whether providing support or driving sales, these services are fundamental to maintaining strong customer relationships and driving organizational success.
Benefits of Outsourcing Customer Service to the Philippines
Despite the economic challenges posed by the COVID-19 pandemic, the Philippine BPO industry, comprising approximately 788 companies as of 2022, according to the Philippine Economic Zone Authority, continues to stand out as one of the nation’s most resilient sectors.
Outsourcing customer service to the Philippines offers significant advantages for your business. Here’s why:
- Access to Talent: You ensure top-notch service quality by tapping into the Philippines’ vast pool of English-proficient and customer service-trained professionals.
- Scalability and Flexibility: With a large, adaptable workforce, you can easily scale your operations to meet demand fluctuations, maintaining efficiency and cost-effectiveness.
- Service Quality and Customer Satisfaction: Outsourcing enables 24/7 support and benefits from the Filipinos’ natural hospitality, enhancing customer satisfaction and loyalty.
Customer Service to the Philippines from CreaThink Solutions
Outsourcing customer service to the Philippines provides cost savings without compromising quality. Global businesses can benefit significantly from the wide range of services available, including chat support, digital marketing, and customer support. The country’s high English proficiency and literacy rate ensure clear communication and understanding, guaranteeing success for your outsourced team.
Selecting the right outsourcing partner is vital. Begin by understanding your needs and expectations—research potential partners for their experience and reputation in customer service. Communicate openly with them, ensuring they understand your business goals.
At CreaThink Solutions, we aim to connect companies with a diverse pool of remote talent specializing in customer support and IT. As Creative Thinkers, we offer innovative solutions and premier contact center services, especially to businesses looking to hire Filipino call center agents.
Looking to outsource customer service in the Philippines? CreaThink Solutions, your trusted partner, offers comprehensive BPO and EOR services.
Visit our website to see how we can help you outsource customer service operations. Got questions? Email us at cts@creathink-solutions.com or connect on Facebook, YouTube, and LinkedIn. Let’s make outsourcing work for your business.
