Supply chain · 11 September 2019

Call centre services in the Philippines in high demand

Call centre services Philippines

Businesses need call centres to establish communication and provide excellent customer service. Poor call centre services and experiences can break a company’s reputation. Over the last 2 decades, the Philippines has built an outstanding track record by providing high-quality call centre services to the West, especially the US, Australia and the UK.

The country has become the number one destination for call centre outsourcing in the world, and there are plenty of reasons why. While most businesses are pleased with the cost-effectiveness of Filipino call centres, the drivers for success are excellent English, high quality of service, business-friendly infrastructure, and the close relationship between the UK and the Philippines.

High-quality service

The Philippines offers a large pool of highly qualified professionals experienced with business process outsourcing and customer service. Some of the best places to work in the Philippines are call centres because of the competitive salaries and benefits offered. This attracts the best employees.

While Filipino culture values hard work, these positive work environments are key for inspiring continued high-quality service. Well equipped and trained call centre agents can adapt to high-pressure situations and focus on the solution. Effective service eliminates the number of times a customer must call back in order to resolve their issue. Perhaps the most common reason for customers to leave positive reviews of a company is whether they received good customer service. The business reputation is at stake. 

When outsourcing to another country, it is important to consider from where the call centre services are being provided. The Philippines offers outstanding infrastructure and government support to create a business-friendly environment. 

What it often comes down to, however, is the people. Businesses that have outsourced their call centre services to the Philippines have formed solid partnerships. Strong management, executives and helpful agents go a long way to meet the demands of businesses.

Establishing rapport

Perhaps the biggest hurdle to overcome is that UK-based customers fear that call centre employees might not be able to understand and solve their customers problems fully. The Philippines is the fourth-largest English-speaking population in the world, putting their English language proficiency at the top. There is also a close cultural affinity to the West, especially the US and the UK. Call centres provide training and follow best practices to employ people who can quickly establish rapport and instil confidence that the caller will be well serviced. 

Leading call centres, like Piton-Global in Manila,  provide crucial services that can improve the reputation and increase the overall competitiveness of a business. For many years, the Philippines has obtained a competitive edge over other countries and has been the number one destination for call centre outsourcing services in the world. The future looks bright for the ever-growing number of business partnerships between the Philippines and the UK.

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ABOUT THE EXPERT

Uday Tank's background in science and journalism gives him a broad base from which to approach the various topics about which he writes.

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