Call Centre Outsourcing to the Philippines

Deciding on engaging an outsourcing provider is a smart and sensible choice for startups venturing into bigger markets or established companies looking to expand operations. Both can benefit from outsourcing business processes by having the capacity to focus more on intrinsic processes and delegating tedious and laborious tasks that are also critical to maintaining client satisfaction.

As the business matures, the requirement for an expanded workforce working on a multitude of tasks to keep the business running also multiplies, leading to higher investment in getting the right workforce onboard. Direct hiring and training of new hires may heavily impact profit margins, especially for small scale businesses.

While saving on labour costs is one of the key benefits of hiring offshore talents, this should not be the only factor to consider when strategizing on this business direction. Managing huge teams internally has its own disadvantages such as balancing team dynamics, keeping employees engaged, coping with a magnitude of administrative duties, dealing with the team’s productivity and efficiency issues, and the increase in bureaucracy within multiple departments – all of which can cause distraction from meeting the organization’s main objectives.

Choosing to hire your own team with the right skills and talent helps keep your company’s goals on track, however as a stakeholder with tremendous responsibilities and decisions to take on, this can divert one from more critical and customer and business-centric undertakings that are essential for the company’s growth.

Companies that opt to invest in outsourcing work, especially in the Philippines, reap the advantages of choosing to delegate this nature of work. Cost and management challenges are nipped right at the bud, especially when the right outsourcing partner is selected.

As one of the top destinations for call centre outsourcing, the Philippines caters to these needs and extends business owners ease of doing business with the following value add-ons:

1. Call centre outsourcing companies in the Philippines put a premium to Employee Satisfaction

The call centre industry in the Philippines has become one of the biggest and most profitable business sectors in the country. With the abundance of BPO and outsourcing firms, companies compete to attract and retain the best talents through competitive compensation, health and wellness benefits and employee engagement activities.

Call centre companies in the country have their own teams with human capital functions, whose core duties involve taking care of employee welfare. This means that business owners who are looking to outsource work are freed from these responsibilities, with the tasks being taken care of well-structured teams from outsourcing partners.

2. Affinity with Western Cultures

Outsourcing to the Philippines assures business owners cultural differences are minimized, with its impact minimally felt when dealing with local teams. Aside from a strong compatibility with Western cultures, call centres offer culture desensitization courses during onboarding that improve call centre employees’ ability to communicate effectively with customers from different countries such as the UK.

Teams in the Philippines also demonstrate flexibility in terms of shifting schedules to match your business needs. Shift rotation is practised, especially in a process that requires 24/7 attention, such as customer service and technical support.

3. Labour Cost Savings

The Philippines has a much lower cost of living in comparison to other countries within the region, hence the lower wage range. Companies that outsource work to the country can benefit from up to 70% labour cost savings while ensuring that employees are well-taken care of with competitive salaries and benefits.

Outsourcing to the Philippines has indeed helped increase the potential of high growth enterprises not only in maximizing profit margins but also in allowing companies to stay targeted in expanding growth possibilities. Leading outsourcing providers in the Philippines, such as PITON-Global, have managed to leave their mark in the industry. The multi-awarded company has been serving clients from the US, UK and Australia since 2001.