Ecommerce BPO Philippines: The top destination for outsourcing CX-related functions

In today’s digital age, eCommerce businesses are constantly looking for ways to improve their customer experience (CX) to stay competitive and retain customers. One strategy that has proven effective for many online retailers and eCommerce providers is outsourcing certain front- and back-office tasks to third-party BPO
providers in the Philippines.
 
The Philippines has become a leading outsourcing destination for online retailers due to its highly skilled and English-speaking workforce, as well as its cost-effectiveness. Ralf Ellspermann is the CEO of PITON-Global, a leading outsourcing provider in the Philippines, specializing in omnichannel BPO solutions for the eCommerce industry. “Many eCommerce providers, such as Amazon and Alibaba, have migrated their CX requirements to the Philippines, where they have been able to improve their customer support while reducing costs,” he says.
 
These companies have demonstrably improved their customer service, achieved faster and more accurate order fulfillment, retained customers and stayed  competitive. “Walmart, Target, Safeway, and Best Buy are among the companies that have been outsourcing front- and back-office functions to the Philippines,” says
Ellspermann.
 
Philippine BPOs offer omnichannel support for eCommerce clients. With the rise of digital commerce, customers expect to be able to interact with a company through multiple channels, including email, chat, in-app, SMS, IVR, and social media. The country has a large pool of agents who are well-versed in omnichannel communication, allowing online retailers to provide a seamless experience for
their customers across their preferred channels.
 
As eCommerce is a global enterprise, the ability to provide multilingual support becomes imperative. The Philippines has a diverse population, many fluent in languages other than English and Tagalog, such as Spanish, Mandarin, and Japanese. This makes it a great destination for eCommerce companies looking to expand their reach to non-English speaking markets.
 
The emergence of the country as a BPO powerhouse over the past two decades has been recognized by leading consulting firms. According to McKinsey & Co., the country has established itself as a global leader in the outsourcing industry, with a particular strength in voice-based services. The report goes on to highlight
the country’s large pool of English-speaking talent and cost-effectiveness as key factors in its success as a BPO destination.
 
Outsourcing CX-related functions to the Philippines can provide eCommerce companies with a skilled and highly motivated workforce that is able to provide omnichannel and multilingual support at a competitive price point. It’s a powerful means to improve the customer experience, increase customer satisfaction and retention, and expand to new markets. Ellspermann emphasizes, “Most of the world’s leading eCommerce providers have successfully outsourced their
CX requirements to the Philippines. The country has established itself as a global leader in the BPO industry; online retailers looking to streamline their
operations would do well to consider it.”