Call Centers in the Philippines 2018

by | Jun 19, 2018 | BPO | 0 comments

What are Call Centers?

When you think of a call center it’s basically a company's telephone service that handles calls. Generally this breaks down into calls a customer makes to the company or inbound calls and calls a company makes to its customers or outbound calls.

Now even though most call centers differ from product to service base, for the most part all call centers are inherently the same, you're either making calls or receiving calls. What sets them apart is really the size of the call center and some of the things you do on a call.

The run of the mill answering service

When it comes to your average call center your looking at a facility which can seat something like 5-50 call center agents or customer service reps. For the most part you can find agencies or facilities that are available 24 hours a day 7 days a week.

The just bigger than small Call Centers

So as you move higher up the food chain you end up with a call center that handles a little more than your standard out the door startup. Although these call centers work similar to the smaller boutique call center services, the number of employees range from about 20 to 100 customer care agents.

These larger outsourcing providers tend to offer a more highly trained customer service agent. Often times equipment and programs provide more in-depth reporting.

Reporting requirements are agreed upon in advance. You may find that once a week reporting is fine. Others may feel they must have daily reporting. It all depends up your small business needs.

The Mammoth Call Centers

The larger call centers are working with a colossal array of talented labor especially in the Philippines. These contact centers can range from a few hundred agents to several thousand customer support representatives.

Now obviously with this plethora of bodies services can range from a wide variety of special skills.

Anything from sales calls to account collections and even full tech support. It goes without saying that with this level of productivity comes a slew of proprietary software and real-time communication tools to help support not only your clients but also keep a watchful eye on the employees and the quality of their work.

The Home-Based Operators

Or more accurately Virtual Call Centers also known as the home call centers. Now although this may not seem like a thing, many independent contractors or freelancers seek employers or vice versa for work that is simple enough to be handled by one person with there own personal equipment.

The Multilingual Call Center Agents

Being multilingual is not only extremely valuable but a highly sought after skill most global companies search for and love to have on the roster. With Chinese and Spanish being the most spoken language outside of English most call centers that cater to multilingual clientele in most cases pay a higher wage to an agent that can speak more than one language.

Who Benefits from Call Centers

The real questions is who doesn't benefit from call center services?
When it comes down to it there are very few small businesses that would not benefit from outsourcing some part of their office functions.

Any company with a product or service that needs continual support can benefit from a call center. Here’s just a few:

Inbound and Outbound Sales

● E-commerce Stores
● Telecommunication between Businesses and Customers (B2C)
● Healthcare premiums and benefit recipient cards
● Health Maintenance Organization (HMO) from Businesses to Customers (B2C)
● Conferences, Symposiums, and Exhibitions for Businesses to Businesses (B2B)
● Telecommunication from Businesses to Businesses (B2B)

Setting Appointments / Generating Leads

● Travel and Tourism Companies
● Insurance Companies
● Business Loans primarily concerning Business to Business (B2B)
● Online Education
● Human Resources & Workforce services
● Digital media marketing and online advertising
● Retail Companies

When it comes to Banking & Financial Services, multinational and even global corporations can outsource almost anything from internal and external audits to full-blown financial investigations. The risk and rewards
can always be measured in dollars and cents.

Security is an issue of course. There are many layers of security from physical to digital that have been perfected over the years. Call center in the Philippines have spent a great deal of time and capital over the years continually refining their excellent security systems.

If you do your homework you find few, if any complaints regarding the issue of security.

In the world of Retail, call centers play a big role in marketing research, lead generation, marketing campaigns, customer inquiries and complaints Along with a whole laundry list of other aspects large multinational retail chains will always find uses for a quality call center.

The Government sector is also another industry that benefits highly from the work of outsourced call centers.

Outsourcing is common in most local, state, and federal offices who need assistance when it comes to processing applications and claims from agencies processing social security benefits, driver's licenses, and unemployment just to name a few.

Don't think for one second that the Travel & Transportation industry is excluded from call center services.

Most transportation companies like airlines, rail transportation companies, and other mass transit services like bus companies use call centers for information on flights, making and altering reservations, and of course customer care.

If you've ever rented a car or truck from a rental service like Hertz or Uhaul, they too have need of a call center to make or alter reservations, inquire for roadside assistance, and handle billing queries.

This is the same for major cruise lines like Seven Seas Explorer or Oceania Cruises that use call centers to provide their customers with trip information, make booking confirmations and stay updated on schedule changes.

Major Hospitality chains like the Hilton Hotels and Choice Hotels use call centers for their customers to make reservations and request special amenities as well as get general information.

It only makes sense that major Telecommunication companies like AT&T and Verizon would use call centers for the thousands or even millions of customers that span throughout the United States.

Whether it's inquiring for telephone service, payments, adjustments or any general information about your phone bills chances are the person you're talking to isn’t in the country.

In the Medical field there are lots of call center integration especially when it comes to billing as well as other aspects.

Most of these fall into Knowledge Process Outsourcing (KPO) which does require a deeper professional understanding such as processing laboratory tests, diagnostic exams, and even medical advice but never the less, call center technology make it all possible.

Insurance companies are no strangers to call centers and the activities that help facilitate the exchange of information over the phone.

Insurance companies that supply life, property, homeowner, automobile and many more rely on call centers to process applications, claims and provide policy information just to mention a few.

Why does someone need a Call Center

It doesn't take a genius to figure out why major corporations and startups use call centers, the almighty dollar my friend yes you heard it.

Now don't be fooled every top exec will say it's this and that but the bottom line is the bottom line for a reason and if a company wants to save a few bucks and stretch a dollar without sacrificing too much quality chances are they’ll be outsourcing their call center to a place like the Philippines.

Now for all you good intentioned startups not working with a million dollars I’ll outline some basic points to why using a call center can keep you in the game.

Saving a buck

I hate to sound like a broken record but, duh save yourself some money. The initial cost of developing and employing a call center 24 hours a day 7 days a week is taxing.

If your a major corp that's got some Benjamins in the bank than hiring an in-house team might be an option for you but to those of us that didn't win the lottery, maintaining that level of expense can crumble a business in the long run.

Time is Gold!

Okay so let's pretend you’ve just launched your online business, everything's in place and you decide to answer your own calls, maybe you even hired a couple people to help you out.

Now you're answering calls all day. How do you grow your business? This is where the call center plays a vital role in freeing your time to make those big moves forward.

If you're not the expert hire one

You took the initiative to start your business and maybe you're an expert in your field. Yet it is difficult to know everything. Call centers are filled with talent and most agencies hire trained professionals like technical support to meet their clients needs.

You might have a great product or service but if you don't have the technical expertise to help with your customer inquiries there's very little chance your business will thrive.

Protect your Rep

Your reputation is all that stands between you and the big dogs. Providing exceptional support and customer care can make you stand out even if your company is small. Investing in a quality call center will help protect your company’s image and build a sterling reputation amongst your peers.

Protect your RepGreat Customer Service = Customer Loyalty

Your customers are your greatest brand ambassadors. By hiring skill outsourcing professionals from the Philippines you will be creating loyal customers. Let them sing your praises.

Anticipating the Future

Getting in contact with a call center can open many opportunities especially when it comes to scaling your business.

The way technology and software are being updated and implemented in many call centers throughout the Philippines, finding the flexibility to adjust the amount of agents due to your seasonal fluctuations has never been more simple.

When an agency knows your needs and budget adapting a workforce that best fits you is the best middle ground to meet your customer requirements.

Where are major Call Centers located in the PH

Luzon
If you can imagine the Philippines, Luzon would be the northern part of the island. Luzon is the most populated and largest island of the Philippines, which is the reason for so much call center activity in the region.

For the most part when you think Luzon and the industrial cities that occupy it, the city that stands out the most would be Manila.

Manila
This is the capital city of the Philippines so obviously it goes without saying that this is the most densely populated city in the world.

The call center industry is one of the major factors increasing urbanization in the capital which is already packed.

Outside of Manila being something very similar to downtown Manhattan with the skyscrapers, the nightlife, and yes the traffic Manila provides 75% of outsourced activity in the Philippines.

This is no surprise with the numerous amounts of Universities and the simple fact that the culture in the Philippines is mirrored directly after the American culture, why most major corporations look to Manila for their outsourced contact centers.

Other than the modern infrastructure and lower wages it's comforting to hire staff that can communicate and comprehend your customers.

Visayas
The next region moving south from Luzon is the collection of islands in the center of the Philippines known as the Visayas.

Now even though the Visayas are comprised of several islands there are only a few that are industrialized enough to handle such an endeavor as call centers. The most industrialized of them all is Cebu, or more accurately Cebu City

Cebu City
The highly urbanized city which is also the port capital of Cebu is another hotbed of call center activity in the Philippines. With wages about 3-7% lower than Manila, and real estate 15-20% lower it's no shock that most startups eyeball Cebu City to set up shop.

Mindanao
Being the second largest island in the Philippines, located in the southern part of the region Mindanao is home to the majority of the agricultural commodities in the Philippines due to its rich biodiversity and natural resources.

With industry rising in the region one part of Mindanao has come out to show great promise in the call center industry, The city of Davao.

The city of Davao
With Davao being the most populated urbanized city in the Mindanao region, global companies as well as local corporations have over the years began investing heavily in the infrastructure due to the rise of new opportunities in Knowledge-Based Outsourcing with most residents of Davao City having a College Degree in a related field.

The obvious impact of the call center industry is in the smaller cities outside of Metro Manila where wages are lower.

Many BPO industry leaders believe that the future growth of the call center industry will happen outside of the capital. The nation's 2nd city, Cebu is already seeing large industries coming in to stake their claim.

The trickle-down effect of these new call center jobs will help to revolutionize these cities.

The fact that these centers are predominantly locally-owned will also offer wealth-creating opportunities for locals rather than simply funding the coffers of foreign-based outsourcing vendors.

In the beginning of 2018 the Philippines as seen call centers booming all across the country.

BPOs over the better half of a decade has slowly began to expand outside Manila. Major global companies get to do business at a more affordable cost, while the region and its growing youth get to benefit from the influx
of jobs and investments.

While growth is still increasing in the call center industry in highly urbanized cities of the Philippines like Davao or Cebu, smaller ones in Palawan, Ilocos and Negros are starting to see rapid growth and utilization.

These new locations are just if not more capable of capitalizing on the skilled work the Call Center industry is moving towards.

Next-wave cities have the connectivity and physical structures needed to set up call centers.

How does someone get in touch with a Call Center in the Philippines

Employment-related search engines like Indeed

Online employment companies like Jobstreet

Global freelancing platforms like Upworks

The umbrella organization of the Philippine contact center industry (CCAP)

American based global employment websites like Monster.com

Conclusion

To wrap things up you now know how to identify a call center and its functions, the benefits of a call center and how it can help grow your business, the industries that benefit from call centers were you can find the best call center to fit your specific needs and how to get in touch with these call centers.

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