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Friday, 22 January 2021

Call Centre Outsourcing to the Philippines: Doubling Down

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Amelie Hall
Amelie Hall
Amelie Hall is a reporter covering business and entrepreneurial topics. Originally from the US, Alelie is a local journalist based in Melbourne. She has a master’s degree from the University of California at Berkeley Graduate School of Journalism, and she studied French and Latin American literature at the University of California at Santa Cruz.

In today’s competitive business world, the name of the game is specialisation. If you want to be a successful person in 2021, it is far better to be a master of something than to be a jack of all trades and, as they say, a master of none. Businesses are operating with the same mindset. We see more dedicated and specialised teams and companies than ever before. In fact, this very ideology has led to rapid rise of the Business Process Outsourcing (BPO) industry. One of the growing sub-industries within the BPO world is that of call centre outsourcing.

Call centres are designed to handle a variety of roles, but they all revolve around communication over the telephone, email, web chat and social media. These roles can range from customer service to lead generation, onboarding services, IT or help desk support, sales, and the list goes on.

“Outsourcing a process allows a business to focus on its core competencies, whatever those may be. By separating tasks can you best master them. This will enhance your customers’ experience, because no matter what facet of your company they interact with, they will be dealing with experts who are best suited to handle their needs. Whether customer service or tech support, your customers will be in the most capable of hands,” says Ralf Ellspermamnn, CEO of PITON-Global, a leading call centre outsourcing provider in the Philippines.

“Next, there is a major cost benefit when it comes to outsourcing. In-house processes will nearly always cost you more than farming them out to a third party. Outsourcing will save both time and money, making your business functions maximally streamlined and efficient,” he adds.

Outsourcing call centre services also alleviates the burden in areas of human resources, management, and overhead. There are no operating or facilities costs for you to worry about. You do not need to hire and train a team or management. All of this will be done by an outsourcing provider.

These are all compelling reasons to outsource, but we may have overlooked the biggest to this point—all your competitors are doing it. We are in the day of the global marketplace, and everyone is scrambling for a competitive advantage. Today’s businesses are obsessively focused on the customer and user experience. As we said earlier, outsourcing call centre services guarantees that your customers receive expert service during positive interactions.

The global marketplace also means that you will be balancing the needs of customers across all time zones, thus an increasing demand for 24/7 contact centre services. Running this in-house gets costly, making it yet another point in favour of outsourced call centre services.

Companies that want to save money without sacrificing quality turn to outsourcing their call centres to industry leaders like PITON-Global in the Philippines, the BPO capital of the world.

The résumé for the BPO industry in the Philippines is extremely impressive. Eight out of every ten Fortune 500 companies outsource to the Philippines or maintain their own facilities there. Currently, there are more than 800 call centre outsourcing providers in the Philippines, and they employ over 1.2 million Filipinos today. There is truly nowhere better for call centre outsourcing in the world.

The world’s best and most renowned contact centre outsourcing firms call the Philippines home. The list of reasons is long, and every year the industry continues to grow. Day after day, Filipinos perfect this work and please clients all around the globe. The facts are clear—when choosing where to go for call centre outsourcing services, the obvious answer is the Philippines.

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