BPO to the Philippines has become a popular choice for companies around the world due to the country's high level of English proficiency and its well-educated workforce. BPO companies in the Philippines offer a range of services, including customer care, help desk, and back-office support. When choosing an outsourcing provider, companies now have the option of working with either office-based or home-based agents. While utilizing home-based agents may seem more cost-effective, it comes with a host of additional issues and challenges.

“One of the main advantages of working with office-based agents in the Philippines is the stable and supportive work environment they provide. In the Philippines, internet connectivity and power outages can be an issue, especially in rural areas and during the rainy and typhoon seasons,” says Ralf Ellspermann, CEO of PITON-Global, a mid-sized BPO in the Philippines.  This can be a major challenge for home-based agents, who may struggle to perform their duties efficiently due to unstable infrastructure. On the other hand, office-based agents have access to stable and reliable infrastructure, ensuring that they can deliver high-quality services consistently.

In addition to a more stable work environment, office-based agents typically have access to better training and support compared to home-based agents. BPO companies that operate from an office can provide a structured training program and ongoing support to ensure that their agents have the skills and knowledge needed to deliver top-notch services. “This is especially important for voice-based services, where clear communication is crucial. Home-based agents, on the other hand, may not have access to the same infrastructure, connectivity, and level of support, which can impact the quality of the services they provide,” explains Ellspermann.

Another advantage of office-based agents is the sense of belonging and pride they may have in their work. As part of a team working in a corporate setting, office-based agents are more likely to feel invested in the success of the company and their colleagues. This can lead to higher job satisfaction and lower turnover rates, resulting in a more stable and efficient workforce. Home-based agents, on the other hand, may not have the same sense of camaraderie and may be more prone to quitting.

Finally, BPO companies that operate from an office are more likely to follow Philippine labor laws and provide mandatory benefits such as SSS and Pag IBIG, as well as optional premium health insurance coverage. This can help to attract and retain a more dedicated and motivated workforce. Companies that work exclusively with home-based agents may hire them as freelancers to avoid having to pay these benefits, but this can result in a higher agent turnover rate.

“Working with office-based agents in the Philippines often delivers better outcomes for BPO clients due to a more stable and supportive work environment, access to better training and support, higher job satisfaction, and compliance with labor laws. If you're considering outsourcing your business processes to the Philippines, be sure to weigh the pros and cons of working with office-based vs home-based agents before making a decision,” ends Ellspermann.