Global companies are increasing their business operations all over the world. Current emerging markets demand for a more dedicated customer support and call center services.
With its vast workforce of skilled call center professionals, the Philippines is bound to become the leading outsourcer for offshore inbound call centers in the world.
High expenses and low profits compelled big businesses to move their inbound call center operations overseas, specifically in countries like the Philippines and India, compared to other countries.
Offshore outsourcing helps the management focus their attention and resources on core business processes rather than be diverted with customer services, though this aspect is deemed vital.
Modern-day business managers have thought that in order to concentrate on the most crucial business aspects, the best option is to designate the task of providing customer service to companies that specializes in this area.
Some few years back, the Philippines is caught by the offshore inbound call center outsourcing trend, which has turned into a highly lucrative business globally, and contributing hugely to keep the domestic economy afloat in the midst of recession.
The country’s call center industry comprises more than a hundred call center outsourcers, whose operations are most likely to go on given the continuous and ever-expanding demand from companies abroad.
In the call center sector, there is a tough competition between two Asian countries, the Philippines and India. Multinational firms cite that the Philippines is an ideal service provider in the Asian region because of its high level of English language skills.
The client base of offshore outsourcing firms includes first world nations such as the following:
- United States;
- Australia; and
- Europe, such as United Kingdom and Switzerland
At present, the United States dominates almost 90 percent of the offshore inbound call center outsourcing market. Experts say, though, that Europe would be bringing in more business in the future.
Though inbound call centers have diverse capabilities, technically, its customers must be able to do the following:
Inquire about products and services;
Request for assistance related to:
- Product or service purchase;
- Membership or subscription; and
- Application to access services
Types of outsourcers
Offshore inbound call centers that operate in the country are of two types:
These are call centers based abroad that have expanded their presence or brought their operations to the country.
These call centers are based and owned locally, and acquire and maintain accounts from clients abroad.
Operations of call centers are classified as an IT-enabled service, which means it is totally dependent on technology to perform tasks and responsibilities. To function efficiently, outsourcers need to invest in the latest technology available in the country.
Typical tools and pieces of equipment of call center companies include:
- Computers with required accessories;
- Telephone systems with headsets;
- Unlimited Internet connection;
- Call routing systems; and
- Auditing systems
Call center agents perform specific duties depending on their level of technical competence. Agents in the first level are assigned to handle general customer concerns.
Meanwhile, agents in the next level or further are dealing with issues and problems that are complex and more difficult to solve.