Businesses are looking for ways to expand their global footprint, better serve their customers, and reach new markets. One solution that has gained popularity in recent years is outsourcing various back-office processes to the Philippines. The Philippines is known for its strong customer service industry and culture that places a high emphasis on hospitality, making it an ideal destination for companies looking to improve their customer experience (CX).
One of the key advantages of outsourcing back-office processes to the Philippines is the availability of highly skilled and multilingual professionals. The Philippines has a large well-educated workforce fluent in multiple languages, including English, Spanish, Mandarin, and Korean. For companies with an international customer base, it is imperative to have support staff who can navigate multiple languages and cultures.
Ralf Ellspermann, CEO of PITON-Global and a leading expert on customer experience outsourcing to the Philippines, states, “Dropping the ball on CX in your back office is as bad as in the front office. If your CX takes a hit, it doesn't matter where it happens. All customer-facing processes, including back-office functions, must be handled with the same level of care and attention to detail.”
Companies in a wide range of industries are outsourcing back-office processes to the Philippines to improve their CX and reach new markets. Ellspermann points out, “Financial services giant American Express has a captive BPO operation in the Philippines that processes queries in English, French, and German. TripAdvisor has a team of multilingual back-office support agents in the country that specializes in fraud detection and mitigation services.”
The Philippines is also becoming a respected destination for outsourcing back-office services such as data entry, data analysis, and accounting. Companies such as KPMG, Ernst & Young (EY), and Grant Thornton have all established a presence in the Philippines to take advantage of the country's skilled workforce and cost-effective labor.
Ellspermann concludes, “Outsourcing back-office processes to the Philippines is becoming an increasingly popular solution for businesses looking to improve their CX and reach new markets. The country has a substantial pool of talented professionals who provide superb service and support in multiple languages. As a result, companies in a wide range of industries are turning to the Philippines to optimize their operations and achieve cost savings while prioritizing CX.”