Call Center Outsourcing Philippines
Market analysts have high hopes for the Asian call center market in the next five years. At $655 million in 2002, the customer service industry is expected to rake in $1.5 billion by 2007.
The call center industry will be one of the major segments to contribute to the economic growth in the Asia-Pacific region as more North American and European countries look to Asia for their customer service requirements.
A call center is a customer service operation where agents (now called “customer care specialists”), on behalf of a client, place and receive customer calls or e-mails on issues ranging from complaints to inquiries, and even product promotions. Companies that value customer relationship management—such as those in the financial services and insurance, transportation and freight handling, banking, and IT industries—usually have a need for call centers.
The size of a call center is referred to in terms of “seats” instead of “agents” as phone operators work in three shifts to adjust to the different time zones of the countries where the calls originate.
Cheaper by the Dozen
Asia is still the cheapest place to acquire skilled, knowledgeable, and English-proficient call center agents, where the wages of customer service representatives (CSRs) can be as much as 80 percent lower than those of their American counterparts.
In the Philippines, where the rates range from $6 to $10 per hour per seat, the customer service industry is flourishing. The world’s second-largest English-speaking country has become the ideal destination for outsourced call center operations of multinational companies. In 2002, the Philippine call center industry reached a whopping $10.5 million and is fast catching up with dominant player India, which raked in $12 million.
There are about 30 to 40 call centers in the Philippines, although most major call center outsourcers would rather not publicize that they are outsourcing their requirements to the Philippines. America OnLine in Clark, Pampanga, maintains an offshore facility of 600 “cybergeeks” who answer e-mail inquiries. Citibank call center agents holding office in Eastwood City Cyberpark in Quezon City handle the credit card operations for the bank.
Filipinos Better Call Center Agents
Culture compatibility. English proficiency. Neutral accents. More foreign investors are choosing the Philippines as a base for their offshore customer service facilities because culturally, Filipinos are more Westernized than their Asian neighbors.
The Philippines was an American colony for almost 50 years and Western business practices have rubbed off on Filipinos. The commercial code of the U.S. is no different from Philippine mercantile laws, such as the bill of lading and negotiable instruments. The Philippines and America have similar requirements for certified public accountants as well.
Filipinos watch American TV and are thus more familiar with the nuances of American English. They also have neutral accents, compared with Indians. When clients dial a 1-800 number, they think they are still talking to an American, when in fact it is a Filipino on the other end.
In addition, Filipinos are more customer oriented and more patient in handling calls, aside from being helpful and friendly.
A 1999 regional study conducted by the Australia-based Call Center Research shows that the Philippines invests heavily in keeping the quality of customer service. CRC ranked the Philippines second to Australia.
Rising Competition
But while Filipinos are better American English speakers than Indians, this should not make them complacent. In the coming years, the Philippines faces greater competition from Singapore, Hong Kong, and even China. Outsourcers prefer call center facilities that could handle calls from all over the world, not just from English-speaking nations.
Europe , for one, is a big and lucrative market, but Filipinos are not really educated in European languages. If the Philippines intends to keep ahead of the call center outsourcing race, it should place emphasis on language training not only in English, but also Spanish, and even Chinese and Japanese. Proficiency in Chinese and Japanese would ensure that the Philippines retains its connectivity to the Asian market and assure more business from non-English-speaking clients.
Call Center Hub
India markets itself as “cheap but good.” To make business, the Philippines need not sell itself cheap but capitalize on its inherent advantages in the international market. Quality more than quantity should be the cutting edge.
Intent on seeing the Philippines become the call center hub of Asia, the Philippine Board of Investments (BOI) has been giving out perks to the IT sector. An IT firm could get pioneer incentives as long as it would provide new and untried technology, has substantial venture capital, introduces major innovation in software development, locates its office in specified IT zones, and costs at least 100 million pesos.
Outsourcing has become an attractive investment in recent years. Among the services offered in Philippine-based outsourcing companies are copyediting and indexing; web design and maintenance; data conversion, data warehousing, data capture and data entry; OCR and scanning services; proofreading; encoding and keyboarding; imaging services and graphics design; call center and customer service; abstracting and document conversion; typesetting; and tagging, among others.
“We have tried many outsourcing vendors around the world from South Africa, India, Jamaica, as well as others in the Philippines, but OSI was by far the best of any of these.”
- The Wallstreet Transcript -Transcription and Audio Conversion
“Your dedication and sense of urgency in developing our project management agenda has exceeded our expectations. It is a pleasure doing business with your fine organization.”
- Xlibris - Typesetting, Copy Editing, Data entry, Cover Design
“Your efforts went well beyond our initial expectations. In less than two weeks our news gathering operation was in full swing. The high level of your work enabled us to implement new projects that were deemed too costly to do in the USA.”
- WebClippings.com - Internet research and archiving
Outsource-Philippines, Inc. is a complete inbound and outbound call center resource which specializes in offering in-depth call center service solutions, for the small, medium and large business organizations. Our services are vital to growing companies. Through our 21 years of customer service relationship management experience, Outsource-Philippines acts as a seamless partner in consultation with its clients to facilitate and optimize the value of each customer contact, prevent customer attrition, define trend analysis and increase in company profitability for both B2B and B2C environments
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Custom campaigns (inbound/outbound) |
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Customized service 24 hours per day, every day of the year |
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Live call transfer options |
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Standard and Custom Screens designed specific to your needs |
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Client-specific caller information |
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Upsell questions built into script |
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Web services for e-mail and real-time-chat customer care |
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Customer service or problem inquiry call handling |
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We adjust to your needs. |
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We respect your projects and want to see you succeed. |
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Higher Control at lower costs inherent with recruiting and retaining skilled staff |
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Assurance of confidentiality |
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No answering machines no waiting on hold, we are here 27/7 to help you accomplish your goals |
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High quality of service, flexible cost options |
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We ALWAYS deliver what we promise! |
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Rates starting 8 USD/HOUR |
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Outbound Call Center Services
Outsource-Philippines Call Centers combine capability and expertise in order to provide you with the right solution, taking into full consideration industry, proposition, timing and target market. Outsource-Philippines Call Centers engage in the full process of project planning and set up, ensuring a full understanding of your requirement giving you the full benefit of our many years of experience within the call center industry.
We have a very focused list of service offerings primarily specializing in
outbound solutions, including:
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Customer Loyalty - Customer Care Programmes |
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Market Research - Subscription Renewal/Sales |
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Seminar Booking - Data Management Initiatives |
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List Cleaning - Lead Generation |
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Appointment Setting - Product/Service Promotion |
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Mail Follow Up - Soft Sales |
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Remote Receptionist
Our Messaging service is used by hundreds of doctors and healthcare professional to stay in touch with patients and staff after hours. Security companies, heating and cooling contractors, commercial ports, military and government agencies also use Remote Receptionist service to provide the critical link between clients and service personnel after hours, weekends and holidays. This service can also be used to create a complete and cost-effective "Virtual Office" presence for your remotely located staff.
Order Taking and Customer Service
Whatever marketing mix you use, from Infomercials to traditional TV, Radio or print, we can help you make the most of your advertising budget. Through the use of precise advertising response tracking, we will help you maximize your sales and streamline your operation. Complete catalog order taking, literature fulfillment, inventory control, and credit card transaction processing services are supported. Order tracking, multiple payment, shipping, and tax rates are easily integrated as well as "up-sell and cross-sell" of products and services.
Dealer Locate and Referral Service
Whatever marketing mix you use, from Infomercials to traditional TV, Radio or print, we can help you make the most of your advertising budget. Through the use of precise advertising response tracking, we will help you maximize your sales and streamline your operation. Complete catalog order taking, literature fulfillment, inventory control, and credit card transaction processing services are supported. Order tracking, multiple payment, shipping, and tax rates are easily integrated as well as "up-sell and cross-sell" of products and services
Website Receptionist Service
Whatever marketing mix you use, from Infomercials to traditional TV, Radio or print, we can help you make the most of your advertising budget. Through the use of precise advertising response tracking, we will help you maximize your sales and streamline your operation. Complete catalog order taking, literature fulfillment, inventory control, and credit card transaction processing services are supported. Order tracking, multiple payment, shipping, and tax rates are easily integrated as well as "up-sell and cross-sell" of products and services.
Surveys and Customer Contact
Our call center agents can provide you with
valuable marketing and other business intelligence. We can help you take the pulse of current and former customers so you can better focus your objectives or simply build goodwill.
Close More Loans Faster With Greater Accuracy and Less Expense
You take the application , and we will handle the rest!
Outsource-Philippines has expanded its loan processing and closing services to mortgage lenders and brokers who want to shorten the closing cycle, reduce expense and improve accuracy. Outsource-Philippines’s 24-hour loan processing service reduces the number of days from application to close. Outsource-Philippines brings its processing expertise as a highly rated subprime and special servicer and its strong financial base to bear on raising the bar in loan processing services!
By allowing Outsource-Philippines to handle all of your loan processing needs, you can::
- Say “Yes!” to brokers faster
- Concentrate on getting more loans
- Meet fluctuating market conditions with rapid scalability
- Convert high fixed costs to lower variable costs and take advantage of per unit pricing to scale up or down as needed
- Increase pull through with faster turn times
- Eliminate the expenses and hassle of hiring, training, retaining and paying in-house underwriters and processors
- Reduce technology capital expenses for new software equipment, supplies and office space
Outbound Telemarketing
Call customers and prospects to sell products and services, generate and qualify leads, prompt them to visit stores and showrooms and set appointments. Give existing buyers heads-up on hot deals. Turn outbound customer care calls into outbound telemarketing calls by cross-selling/upselling targeted offers.
Outsource-Philippines goal is to turn each outbound telemarketing contact into sales and results. We select, assign, train, supervise and monitor top-performing agents. Ask us to customize scripts for different market segments using appeals that will get results.
Tap into our product expertise and knowledge to gain the strongest results for your outbound telemarketing program. The Outsource-Philippines Network can connect you to contact centers and staff who have had the most experience and success at handling similar telemarketing projects in your industry vertical or regional market.
Get the most outbound telemarketing leads and sales at the lowest cost. We employ predictive dialing software on large-volume campaigns that enable high agent productivity.
Business to Business Telemarketing
To make your business to business telemarketing program a success Outsource-Philippines recruits intelligent people, test their people skills, teaches them a lot about business and sales and phone techniques. We work with you to educate them about your company, and put them to work in dedicated teams. Then we monitor their performance continuously to help them improve.
You can be assured that your Outsource-Philippines team is working in top form with Outsource-Philippines’s performance monitoring process. It delivers metrics that assure you we’re doing our job and actionable business data that drives your sales, marketing, and customer development programs to new levels of success.
You can depend on Outsource-Philippines’s technology. You will get critical information delivered from your Outsource-Philippines team directly into your own systems. We can build a database for you or hook into your existing ones. To respond to your prospects and customers in the medium of their choice Outsource-Philippines integrates multiple contact channels to agents’ desktops. Whether with voice, email, fax or live chat Outsource-Philippines teams deliver inbound telemarketing and outbound telemarketing results that exceed expectations.
Business to Consumer Telemarketing
Develop and expand your reach into consumer markets with high quality inbound and outbound telemarketing services. Follow through with hassle-free order entry, credit card processing and fulfillment including reverse logistics. Keep the customers you acquired with highly responsive customer service. Outsource-Philippines can help you carry out these tasks successfully.
Inbound Telemarketing /Outbound Telemarketing
Outsource-Philippines is ready to meet your needs with inbound and outbound telemarketing, order entry, appointment setting, and lead generation and qualification.
Experienced, trained agents establish and build consumer trust, identify needs and respond with targeted offers. Interactive voice response (IVR) on inbound telemarketing calls enables your CRM strategy by identifying customers. Our agents can then present them with targeted offers.
Cross-selling/upselling
People will always have needs they haven’t vocalized. Outsource-Philippines’s agents put forward targeted offers at the right times in the interactions, inbound telemarketing or outbound telemarketing, for maximum results. Customers will be glad they called, or you called them!
Quality Customer Care
Looking after consumers is the best way to retain them for future telemarketing. Outsource-Philippines staff provides courteous, friendly and helpful customer service. We can also make outbound customer care calls. For complex products and services we offer first level help desk. Our agents can open trouble tickets, warm-transfer support issues and page/dispatch your technicians.
Quick Notification
Generate a buzz before your new product arrives or service goes live! Outsource-Philippines can place outbound telemarketing calls or send out automated outbound telemarketing IVR notifications before they hit the market. Late payments? Avoid losing customers entirely by sending them reminder outbound IVR messages.
Product recalls or service changes? Outbound notifications keep consumers informed and loyal. Ask about our corporate hotlines.
At Outsource-Philippines we believe that our competitive advantage lies within our ability to provide very personalized service while producing results that exceed traditional marketing methods. Outsource-Philippines has a complete client support team that includes dedicated account management, operations, quality control and information technology. Our seasoned professionals act as a team to service your every need.
Outsource-Philippines's personalized approach to conducting business positions our team of professionals as an extension of your organization and allows us to work as a team by building trust, collaboration, communications and ultimately, program succes . Our Multi Channel Marketing options gives our Call Center team great insights with Click-through’s and Open Rate tracking enabling far better closure rates than other call centers.
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