Outsourcing has redefined the way how businesses should work. Today, almost every industry, from BFSI, technology, and healthcare, to ecommerce, is using outsourcing for customer support needs for effective customer experience (CX) management. Of all the countries that offer offshore services, the Philippines is one of the most sought-after destinations in the past few years. The country offers exceptional business process outsourcing (BPO) services, especially voice-based services.
The Philippines has the world\'s largest talent pool of English-speaking call center agents and has close to 2 million young, tech-savvy professionals working in its BPO sector. Data from market research firm ReportLinker suggests that the global contact center market, valued at $339.4 billion in 2020, is expected to grow steadily and reach $496 billion by 2027, growing at a CAGR of 5.2%. In the past decade, Philippines call center services outsourcing has seen a 30% growth making it one of the most popular destinations for BPO outsourcing.
So, what makes outsourcing call center services to the Philippines an ideal choice for most businesses worldwide?
Let us walk through 10 important reasons why companies choose to offshore in the Philippines:
1. Affordable Pricing
One of the most significant advantages of outsourcing to the Philippines is getting your work done at a much lower cost. The cost of labor in the Philippines is almost half of that in the US or UK, which means you can save up to 60% on costs simply by outsourcing to the Philippines. The cost of labor isn\'t the only thing that makes outsourcing so great; there are other tertiary costs, such as paying for office space, legal and HR costs, the latest equipment, taxes, etc., which also benefit from being outsourced to the Philippines.
2. Neutral Language
As mentioned above, the Philippines is one of the largest English-speaking nations in the world. Hence compared to India, the Philippines has an advantage over the language as English is the official language in the Philippines and is used for daily conversations. Therefore, the country is full of educated and skilled agents who can speak very fluent English with a very similar accent to the US. This neutral accent and speaking style are ideal for voice-based businesses like contact centers and virtual staffing. Because language is never a barrier, US and UK companies also find it simpler to collaborate with service providers in the Philippines.
3. Access to Better Talent
Recruiting talented individuals for call center operations is a big task. However, in the Philippines, you can access a skilled, educated, and trained workforce much faster and more easily than in other countries. This is because of the education system in the country that closely follows the US system. The Philippines has a very high literacy rate of 98.18%, meaning that lakhs of graduates pass out from universities every year. Besides, there are also several skill development programs run by the government that enables the students to fine-tune their BPO-industry relevant skills.
4. Tech-Savvy Demographic
The average age of the people in the Philippines is 23, making it a country with a high young population. This group has a natural grasp of how technology may be used to improve business solutions because they have grown up in a technologically advanced society. Many of young people also have access to top-notch education that prepares them for the BPO industry, enabling their entry into the job market with the necessary skill sets.
5. Less Legal & Administration Issues
Running a business has the unwanted side-effect of exposing your operations to legal risks and claims. However, outsourcing to the Philippines relieves you from all these issues because all these companies have strong legal protections to guarantee ideal client and customer relations. Additionally, they assist you by giving you access to a capable HR and management team that can assist you in setting up and assigning training projects, work allocation, tax returns, and other things with ease. This guarantees that you can always give your business your full attention.
6. Cultural Influence
Philippines is a country that has a healthy mix of both South-East Asian and Western influences. This is because it was a former colony for Spain, Mexico, and the US at various points in its history. As a result, the people of the Philippines have grown up watching Western media and have many similarities with their culture. US pop culture is also extremely well-received in the Philippines. While it may be a minor factor in the overall strategy, this cultural similarity plays a big role in ensuring outsourcing works right out of the box when you work with a service provider based out of the Philippines.
7. Data Security Regulations
One major concern while outsourcing is the potential for data breaches as you trust a third-party with your valuable customer data. The Philippines has been a key player in the BPO industry for many years. The country\'s government has been extremely crucial in ensuring that this industry can grow by ensuring favorable security laws. The data privacy act passed in 2012 ensure the privacy standards are up to international standards. Due to the rigorous laws put in place to safeguard sensitive information from unauthorized access due to this act, businesses are now considering the Philippines call center services potential for outsourcing.
8. Favorable Government Policies
As the Philippines\' BPO industry has grown, so has its importance to the country. The industry is a solid economic pillar and has become an important part of the Philippine economy. The government recognizes this and has done a great job facilitating its growth by enabling infrastructure and policy development. This includes partnering with universities to create BPO specific curriculum, setting up TESDA (Technical Education and Skills Development Authority), which helped fund these call center training centers, tax incentives and SOPs to support foreign investment. In addition, the government also created organizations like the Department of Information and Communications Technology and the National Information and Communication Technology Council were created to encourage the BPO industry.
9. 24x7 Customer Service
When running an in-house call center, you are limited to a few time zones. For example, if you are a business in the US, you will be able to cater only to similar time zones. Moreover, if you hire for different shifts, it will lead to additional expenditures. Hence outsource your call center operations to the Philippines. Since they have a considerable workforce availability, they can take over and manage your entire workload and give you 24x7 customer support assistance.
10. Adoption of Digital Technology
To better serve millennial clients, call centers in the Philippines have proactively kept up with disruptive technological innovations like any other top BPO company in the USA. For example, they actively use artificial intelligence (AI) to improve service quality and create a more engaging client experience. By quickly assessing client interactions and providing executives with the appropriate information and tools to address concerns promptly, AI-driven analytics are at the core of providing real-time insights and forecasts.
Summary
Philippines call center services can help you overcome obstacles and meet your business goals. The Philippines is renowned for having a sizable, highly educated, and talented workforce. As a result, we can hire the best individuals in the Philippines and employ their expertise and sector-specific abilities to provide high-quality call center services there. With the prime call center offices in Cebu and Manila, you can access skilled staff of individuals with a range of expertise who collaborate to provide the best call center services in the Philippines.