Partnering with call centers in the Philippines for greater business efficiency has been a proven strategy for Fortune 500 companies and SMBs for years. The benefits are many: reduced labor costs, increased return on investment, and access to a highly skilled workforce, to name a few. “Despite these benefits, 60% of call center outsourcing programs still fail to deliver the desired results. More often than not, this results from using the services of a low-cost outsourcing provider,” says Ralf Ellspermann, CEO of PITON-Global, a leading call center in the philippines. Yet, developing a successful outsourcing partnership with an in-country contact center can be accomplished by following six rules.
The first rule is to have a very clear understanding of what you expect from your call center program. There should be clearly defined requirements and objectives from the outset. An experienced call center outsourcing provider should be able to confirm whether a client’s expectations can realistically be met. The clearer you are about what you want from a call center, the better that provider can meet your requirements and expectations. Once the key issues have been established, a framework service agreement should be put in place to define the duties and responsibilities expected of both parties.
An often overlooked factor in successful outsourcing to a call center in the philippines is to partner with the right size supplier. You want your business to be considered a large account by your call center provider, and to do that your program needs to be between 3-10% of the provider’s total seating capacity. A large call center is not always the ideal choice. If a company has fewer agent requirements, a smaller, boutique-type provider will most likely be able to provide much better and more personalized service.
“The global call center outsourcing market is worth US$339.4 billion, and the Philippines is a clear global industry leader. That means there’s no shortage of companies that provide industry-specific solutions. The key is to work with a call center that offers deep domain expertise in your industry. Whether it is healthcare, financial services or retail, there is no point in outsourcing call center processes to the Philippines or anywhere else unless the provider can deliver better results than the ones you could get ashore or in-house,” says Ellspermann. To do this, it is important to partner with a specialized call center in your sector.
“A key to outsourcing a successful program with a contact center in the philippines is to make sure to partner with a supplier who has invested in the latest technologies. Premium vendors understand that technologies like AI improve efficiency and help deliver world-class customer experience (CX),” adds Ellspermann..
Speaking of CX, another rule to follow when comparing call center service providers is to make sure the customer experience is a priority. Work with a premium call center in the philippines can generate savings of 40-50% compared to onshore tariffs. In contrast, a low-cost call center may show a 70% savings, but what you’re risking is a 90% program failure rate in the interest of saving a few dollars. “Low-cost call centers simply cannot compete with high-end providers on quality and are unable to invest in resources that will deliver world-class CX. Simply put, a low-cost call center not only compromises the success of your entire program, but can also alienate your customer base,” says Ellspermann.
The last rule of working with a call center in the Philippines should go without saying; i.e. just use common sense. If a provider makes claims about their service that sound too good to be true, they probably are. In almost all cases, a call center’s hourly rate will be a good barometer of the level of service you can expect. “A high-end call center in the Philippines may charge a few dollars more per hour than a low-cost provider, but that can make the difference between a successful program and one that failed,” Ellspermann concludes.