Call center services Philippines: Why outsourcing is the way to go

Published September 6, 2022, 11:48 AM

by MB Business

Organizations are, more than ever, expected to provide their customers with world-class support. Though great service has always been a requirement for a business to be successful, “world-class” looks different in today’s world. We live in an instantaneous society, 24 hours a day, seven days a week. To truly be customer-focused, organizations have to adapt to what society needs, and that simply isn’t always a worthwhile endeavor to take on internally. This is where call center services in the Philippines add tremendous value.

“Outsourcing your customer support to a call center in the Philippines allows your organization to deliver high-quality customer service, 24 hours a day, seven days a week – precisely what your customers are looking for. Even more, call center services in the Philippines help you achieve that at a fraction of the cost of providing the same level of support in-house or onshore outsourced,” says Ralf Ellspermann, CEO of PITON-Global, an outsourcing provider specializing in award-winning call center services in the Philippines.

Not only is employing call center staff in-house much more expensive than an offshore outsourced solution, but employees also come with more costs than simply their paycheck. It costs your organization to recruit, hire, train, and continuously develop employees. “Adding to the expense further, the turnover rate for call center-like roles in the US is high as it isn’t a particularly sought-after job – forcing you to start the expensive cycle all over again,” says Ellspermann.

Perhaps you do prefer to maintain all customer support internally. Likely, the intention behind that decision is to ensure that your customers receive high-quality service, but the reality is that call center services aren’t, at least in the large majority of cases, the core competencies of companies.  Without that specialization, your business lacks the infrastructure and innovation to adapt to the ever-changing customer demands – leaving them with lower quality support.

The benefits of outsourcing contact center services are clear, but there are certainly other choices outside of the Philippines. Your business could outsource to an onshore provider, but that would come with similarly high operating costs to your internal employees overseeing customer service.

With contact centers in the Philippines, your cost is 50% lower than what it would be with an onshore provider. Though you are paying less, you can be confident in the experience your customers have in every interaction.  Filipino agents speak accent-neutral English and possess a close cultural affinity to the West, allowing them to truly connect with your customers.

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