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PITON Staying Ahead Series
The Value and Advantages of Offshore Contact Center in the Philippines to Global Companies
To remain competitive businesses must be flexible and continually improve their service while reducing operational costs. The past years have seen the emergence of new business practices brought about by globalization and the development of the Internet, which at the same time has contributed to an increase in demand for better services delivered quickly and efficiently.
Since the late 1990s, global companies especially those from the United States have sought the best offshore contact center outsourcing providers and many of these companies have decided to choose the Philippines over other offshore locations.
Today, offshore contact center outsourcing service provider Philippines is proud to be doing business with some of the largest corporations in the United States and in other parts of the world. Indeed, the contact center industry of the Philippines has experienced tremendous growth pointing to the success of American businesses that ventured to bring their contact center operations to the country.
An increasing number of international companies are regarding offshore contact center outsourcing service provider Philippines to be the leader in the offshore outsourcing sector. These companies find that offshore contact center outsourcing service provider Philippines have the best resources from workforce to technology to handle a variety of contact center functions such as inbound and outbound customer service, technical support, sales, telemarketing, lead generation, appointment setting, market research and etcetera.
Offshore contact center outsourcing service provider Philippines utilize an integration of multiple channels of communication to offer customer management services beyond telephone-based support to include e-mail and live web chat.
Additionally, the wage rates of offshore contact center outsourcing service provider Philippines are low-cost and the large supply of highly literate, technically savvy and English-speaking individuals also add to the appeal of offshore contact center outsourcing service provider Philippines.
Many businesses agree that offshore contact center outsourcing service providers Philippines have the right capabilities to serve the global market for offshore contact center services. While American companies are the dominant source of business for offshore contact center outsourcing service providers Philippines today, the industry is seeing new markets emerging in other regions of the world including the UK, Australia and Canada.
Offshore contact center outsourcing service providers Philippines outpace its competitors in terms of the level of service that they provide customers and this quality service translates to improved profitability for business clients. The ease with which offshore contact center outsourcing service providers Philippines communicate and relate with American customers as compared to other service providers is a major contributor to its success.
The global trend of outsourcing to offshore contact center outsourcing service providers Philippines leads to projections that the Philippines will be the dominant provider of offshore contact center services by 2008.
Fortune 500 companies in the United States have seen the value that offshore contact center outsourcing service providers Philippines offer and have set up and brought their customer service and call center operations to the country.
The aggressive growth of offshore contact center outsourcing service providers Philippines is largely due to the combination of low labor costs and the high English proficiency and adaptability of Filipinos to the Western culture.
Among other offshore destinations such as India, Pakistan and others, the Philippines is unique because it has the strongest affinity with the United States due to having a long history with the country as a former American colony for 50 years. Even after gaining independence, the Philippines continue to have strong connections with the United States. The official language in schools and businesses is English. The Filipino youth follows US popular culture. This explains why the industry experts view the Philippines as having the highest level of English proficiency among other countries in the Asian region and why it is easy for offshore contact center outsourcing service provider Philippines to relate to the West.
To learn more about our industry-specific BPO capabilities please contact us by calling +1-650-491-8791 or by filling out our inquiry form. We look forward to hearing from you.
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