Outsourcing customer service to the Philippines can seem like an odd choice, but there are many reasons why it makes sense. Whether you need to improve the quality of your customer service or decrease your costs, hiring Filipino call center agents may be what you need to do the trick. Here are six top reasons to outsource your call center to the Philippines.
1) Low-Cost Solution
Many business owners are surprised by how affordable it is to outsource your customer service department. While you may think you’re saving money by taking care of things in-house, consider how much time and money you could save if a call center handled those issues for you.
Outsourcing means no need for office space, equipment, or employee benefits package (the outsourcing vendor manages all this). This benefit translates into cost savings, hugely impacting your bottom line. Furthermore, not only will you save on costs, but many outsourced solutions offer superior quality compared to domestically based services.
When you outsource your customer service, you are reaching more customers. Instead of relying on one in-house agent, it’s possible to have multiple agents answering calls around the clock and quickly solve issues before they fester into more significant problems.
2) Great English Skills
One of your top priorities in outsourcing your call center is ensuring that your customer service representatives can communicate well. Since many people in developing countries speak English as a second language, it may seem like an obvious point—but one you should not overlook. English is essential when it comes to providing stellar customer service.
Most Filipinos learn English from a young age and often consider it their primary language—even if they know Filipino or another local dialect. They tend to use grammar comfortably when speaking, so communicating with foreign customers won’t be difficult for them at all!
3) High Education Level
Filipinos have a higher level of education than many countries in Southeast Asia, averaging at least a high school diploma and some college. This background makes hiring Filipino customer service representatives cheaper and more accessible for your company because they will be familiar with extensive topics in their field. The country also has low unemployment rates, meaning plenty of people can fill these positions if needed.
4) 24/7 Availability
Using call centers in countries like the Philippines, you can have 24/7 customer service. It is also possible for them to work during your non-busy hours. This factor saves money and increases customer satisfaction by ensuring that your customers always get support when they need it.
In the Philippines, outsourcing is a huge part of their growing economy, and it’s normalized within the culture to work a flipped schedule that includes occasional evenings and nights instead of the typical 9 am to 5 pm. This schedule is difficult to emulate in the US, where varied schedules aren’t a cultural norm and employers struggle to accommodate 24/7 customer service.
5) A Government Structure that Supports Outsourcing
The Philippines has an investment-friendly environment that attracts various businesses, including outsourcing call centers. The government is open and supportive of new business initiatives, plus there are plenty of incentives for new start-ups. Outsourcing companies can get significant tax breaks and tax holidays when setting up shop in the Philippines, making it easier for them to compete with other local (and international) call centers. The tax breaks also reduce the cost of outsourcing.
6) Young Working Population
There are around 100 million Filipinos between 18-30 years old, and this population is more than double that of Germany and Japan combined. According to the Huffington Post, it is the largest in Asia and the third largest in the world (behind China & India). Many college graduates are looking for employment opportunities within call centers in the Philippines, and using this talent for outsourcing supports this need in a mutually beneficial way.
Final Thoughts on Outsourcing Call Centers in the Philippines
The world has become a much smaller place. Several years ago, there were only a few select countries where you could consider outsourcing your call center needs. Today you can look at many different options. When it comes time for you to make your outsourcing decision, whether it be call center or other business support operations, we suggest you keep these top 6 reasons in mind when making your decision.