Contact Centre Outsourcing to the Philippines – Doubling Down

The COVID-19 pandemic has had a significant impact on the economy and businesses in the UK, leading to an unprecedented economic recession in over 300 years. Companies are under immense pressure to reduce costs, improve operating efficiencies, enhance customer experience, and find and acquire new customers. In these challenging times, companies need to adapt to the new world, and contact centre outsourcing to the Philippines can help businesses achieve these objectives.

The Philippines has emerged as the world’s largest and leading call centre outsourcing destination. There are several reasons for this, including low labour costs (60% lower than in the UK), a large pool of highly qualified and experienced agents, excellent English language proficiency with minimal accents, close cultural affinity to the West (94% of all Filipinos are Catholics), outstanding infrastructure, ultra-modern BPO facilities, and the adaptation of western business processes such as accounting and legal.

Large UK-based companies such as Aon, Prudential, and Unilever have successfully outsourced their call centre requirements to the Philippines. Some of these companies have even set up their own captive operations in the country, employing more than one hundred thousand Filipinos in total.

The fact that some of the largest and leading UK-based companies are outsourcing their call centre and back office requirements to the Philippines is a clear testament that offshore outsourcing works. The key to a successful, long-term outsourcing partnership is finding a capable and experienced outsourcing provider that can deliver the highest level of service at a substantially reduced cost.

Over the years, PITON-Global has assisted dozens of UK-based companies in successfully migrating their call centre outsourcing requirements to the Philippines. The large majority of our UK-based clients are SMEs that are, on average, outsourcing between 5 to 50 seats of business to us. By migrating their call centre requirements to us, they typically save 40-50% on costs.

Business process outsourcing (BPO) to the Philippines is a proven and time-tested solution that can help companies achieve their business objectives in these challenging times. Labour costs are one of the highest cost components for companies in the UK, and outsourcing can substantially reduce these costs, allowing companies to improve their profitability and invest in growth initiatives. Moreover, outsourcing enables companies to access a large pool of highly qualified and experienced call centre agents with excellent English language proficiency, providing a high-quality customer experience.

Contact centre outsourcing to the Philippines can help companies reduce costs, improve operating efficiencies, enhance customer experience, and find and acquire new customers. In these unprecedented times, companies need to adapt to the new world and outsourcing is a viable option to achieve their business objectives. With the world’s largest and leading BPO destination, such as the Philippines, companies can double down and secure their future success.