Ultimate Guide to BPO Call Center Services in the Philippines

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Do you plan on venturing in outsourcing and offshoring? Learn the trends, perks, and impact of COVID-19 and other global events to the call center in the Philippines.

The BPO Industry

Ever since the COVID-19 pandemic hit the country, community lockdowns have been imposed. This event forced most firms to either let their staff work from home or announce a hiatus. These have resulted massive economic breakdowns due to temporary layoffs and hiring freeze. In fact, the 10% unemployment rate in July 2020 can be attributed to these lockdowns.

Despite these challenges, the Philippines remains one of the top call center outsourcing locations in the world. According to Business World, the Philippines ranked sixth in the list of “Top 50 Digital Nations” from Tholons Global Innovation Index 2020. With enough digital infrastructure and support from the local government, more and more job seekers want to join the business process outsourcing or BPO industry, especially call centers. If you’re one of them, read on to know what to expect in a call center in the Philippines.

The Rise of the Philippines’ Call Center Industry

During the early 2000s, BPO was nothing more than a budding industry. Talk Business recounted that in 2002, less than 10 call center firms existed in the country. However, it started to witness 46% annual growth in 2006 and immediately ranked among the fastest growing industries in the country. In hindsight, this rate is not a product of sorcery. Besides, there are many factors that affected this sudden trend, such as language, cost, and technology.

Since English language is often taught in schools, many Filipinos know how to read or speak in this language. In fact, the Philippine National Statistics Office survey reveals, “63.7% of Filipinos over the age of 5 reported an ability to speak English.” This makes Philippines a friendly country for English speakers.

Another factor is the average labor cost. Since it’s much cheaper for foreign firms to outsource to Filipino call center agents than to hire their own staff, outsourcing and offshoring became one of their more viable options.

The advances in technology also helped speed up the growth of call center operations. Access to stable Wi-Fi made long distance working possible. Also, this makes BPO sector to cope up with the current work setup we have now due to lockdowns.

All in all, these factors paved the way to more job opportunities for outsourcing services, mainly call centers.

Call Center Outsourcing Services

Inbound Call Center

This type of call center receives calls to effectively answer clients’ queries and concerns. The main goal of this service is to provide fast action to client issues, thus improving the overall response rating of the service or product offered. It may be in the form of answering service, teleservice, or customer service. Find out more about inbound call center services here.

Outbound Call Center

Outbound call center reaches out to potential clients for promotions, sales, and surveys. The goal of this type of call center is to keep in touch with clients or persuade them to try their products or services. There are many types of outbound calls such as market research and telesales. To know more, check our list of outbound call center services.

Advantages of Hiring Outsourcing Services

An aspiring call center agent taking down notes on the best tips for surviving a work in a call center in the Philippines

Guaranteed Qualified Staff

Save your time from arduous hiring process for these offshore firms already did the job for you. Each call center has its own hiring process standards to source the best candidates for the task. All you have to do is choose the best outsource service for your business needs.

Cost-Effective Services

Since you don’t need to hire your own staff, you can save extra funds for the entire hiring process and added workspace. With that, you’ll be able to save a part of your budget for other business matters. Also, hiring an outsource company from the Philippines or other Asian countries is way cheaper than employing more staff.

Better Task Management

One of the perks of outsourcing staff is having another set of team who could lend you a hand in doing clerical tasks. Since they were already trained in their fields, you’ll only need little supervision during the whole contract. Hence, this gives you more time to focus on your crucial roles and tasks.

Diverse Talent Pool

Looking for trained staff in multimedia, sales, or marketing? Don’t worry; there must be a BPO company with that expertise! With the booming numbers of firms in this field, services have been quickly diversified. Now, there are more options to choose from based on your needs and budget. You may view our list of staffing solutions to know more.

Secured Data Systems

If you’re hesitant to outsource because of data privacy issues, then you can relax for there are laws that protect you from this issue. The Data Privacy Act of 2012 was passed “to protect the fundamental human right of privacy, of communication while ensuring free flow of information to promote innovation and growth” (Republic Act. No. 10173, Ch. 1, Sec. 2).

Hire the Best Contact Center in the Philippines Now!

Do you need outsourcing services? If you’re planning to partner with a call center in the Philippines, then you’re on the right page. Outsource Philippines can provide you with call center services that fit your needs and budget. You can work on your key business tasks without the added burden and cost.