The Philippines is an economic lifeline for businesses looking forward to outsourcing their customer services and growing their ROI. Recent studies by Nexford University have encountered that the BPO industry in Philippines is growing exponentially every year. In 2021, the employee count was around 1.3 million, which is further estimated to show 8-10% growth every year. Coming to the economical rise, the Philippines-based call center industry contributes $30 billion every year. The survey report shows that the country holds 10-15% of the global BPO market. In short, the small island nation turns out to be a great competitor for other top countries around the globe.
Finding a reliable call center in Cebu, Philippines, may not be a hassle. Keep reading why businesses are choosing this country over other top regions when it comes to call center outsourcing.
Why outsourcing call center services in Philippines can be a better approach?
2021 was the turning point for the BPO industry. As the entire world was undergoing sporadic lockdowns and the companies were bound to work remotely, the call centers started adopting new technologies and leveraged digital platforms to create a competitive edge. Even the companies offering call center services in the Philippines gradually accepted this advanced customer support approach.
Dig deep to learn more!
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Cost-effectiveness:
One of the biggest advantages of outsourcing call center services to the Philippines is its cost-effectiveness. Whether you talk about the cost per labor or other additional costs required for setting up an infrastructure, latest equipment, HR costs, and legal costs, businesses need to invest half of the amount they have to pay in other countries like US and UK.
The Philippines gives you the scope to save up to 60% of your budget, which is definitely a big amount for any small and large enterprise. The lower a business spends in operating a team, the lower will they demand from the organizations that are opting for customer service outsourcing. Therefore, the Philippines is extremely cost-friendly for businesses with a smaller budget.
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Neutral language:
Another key benefit of outsourcing call center services in the Philippines is its neutral language. The Philippines has English as its official language, used by the Filipinos on a daily basis. Their English accent is very similar to that of the US citizens, giving a greater scope to the BPO agencies to improve communication and deliver enhanced customer experiences.
Many US and UK-based companies appreciate outsourcing their customer support services to this small island nation. This is because, in the Philippines, you don’t have to experience any language barrier. Enterprises that want to promote effective customer interactions can thus blindly rely on a call center in Cebu, Philippines.
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Better access to talents:
In the Philippines, getting access to talented individuals is much faster compared to other countries like India. Companies prioritizing business process outsourcing to India have to spend enough time in finding the right talents. Whereas companies reaching out to the Philippines-based BPOs can come across a skilled workforce without putting much effort. This is because the education system in the Philippines follows that of the US.
If you check out the education statistics, more than 4.5 lakhs of students graduate from universities every year. Even the Philippines government sponsors various courses and training sessions to upgrade the knowledge and skills of the students. The young adults joining the BPO industry contribute a lot in improving the contact center performance and facilitating the businesses in delivering optimum customer services.
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Strong government regulations:
As we mentioned, the Philippines BPO industry contributes a lot to the economy every year. Being the country’s economic backbone, the Philippine government has recognized the potential of the BPO industry and optimized its performances by developing strict policies and required infrastructure.
The government teamed up with the institutes to set up TESDA (Technical Education and Skills Development Authority) and BPO specific curricula. With these strong government regulations, the call center agencies succeed in conducting effective training sessions for the agents. Reaching out to a BPO company with well-trained team of agents can take your business to the next level.
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High data security:
Besides imposing strong government laws, the Philippine government also takes care of data privacy and security. The data privacy act passed by the government in 2012 ensures that the BPO industry maintains high security while outsourcing customer support operations. As per this act, call center agencies can protect their confidential data and customers’ personal details from unauthorized access and reduce the chance of any vulnerable activities.
Companies from different business verticals get the chance to enhance their customer services by outsourcing to these reliable and certified Philippine call centers. The BPO industry, being legally strong, guarantees the businesses in protecting their valuable data. This gives enterprises another strong reason to choose the Philippines over other countries.
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High-quality outputs:
Well-educated and well-trained Philippine call center agents assure businesses to deliver top-notch customer services. Their proficiency in the English language, courteous culture in interacting with the customers, and a well-recognized education system, contribute a lot to high call center performance. This makes the BPO industry in the Philippines rank higher among other BPO companies across the world.
Regardless of their type and size, businesses focus more on the agencies that prioritize high customer experiences. And also to better customer engagement. Philippine call center agents are well aware of the call center metrics and analytical tools to analyze the calls, measure the performance, and make necessary improvements as required. Agencies employing such well-equipped agents never fail to deliver great results for the businesses.
Final Thoughts
The BPO industry is on its way to upgrading its services with artificial intelligence and automation technologies. According to Forbes, 20% of customer services are going to be revamped with AI by this year. This shows how rapidly the industry is changing its nature to serve the customers and help businesses to improve CX.
We would suggest looking for a call center in Cebu, Philippines, in order to make greater ROI and leverage the advanced technologies for better customer services.
