ArticlesOffshore Contact-Centers
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by Kraig Kleeman CEO, Blaire Group www.blairegroup.com Outsourcing is not new. For more than two decades outsourcing has become a major force in the global economy. Leading businesses, even governments outsource certain tasks and activities to more efficiently operate. Reducing costs is another strategic rationale for organizations to outsource. Offshore outsourcing, which is the delegation of tasks or processes to a company overseas, began in the late 1990’s with the expansion of the Internet and development of other communication infrastructures in different parts of the world. When business enterprises in developed nations started to experience rising operating costs, they again turned to outsourcing; their attention centered on offshore locations where costs of operations and labor had appeal. Business then started outsourcing their contact-center operations to countries such as The Philippines primarily to gain cost advantages. As the sector has matured, businesses now view that offshore outsourcing is not just another method to curb costs. Rather, it is a way to elevate productivity, efficiency, and overall business performance. Offshore contact-center outsourcers in The Philippines have been providing global enterprises cost-effective and efficient contact-center services for nearly two decades. The oldest contact-center started its operations in the late 1980’s. The last five years, however, has brought a surge in growth for this sector in The Philippines. It is beginning to rival some of the biggest industry sectors in the country such as the telecommunications industry. Industry Expertise. Offshore contact-center outsourcer Philippines have extensive capabilities to serve a wide range of industries and business areas to include Advertising, Banking, Consumer Products, Healthcare/Medical Services, Government, Insurance, Software/Hardware products, Telecommunications, Travel/Recreation, Utilities and many more. Offshore contact-center outsourcer Philippines provide the following contact-center services:
Offshore contact-center outsourcer Philippines helps businesses to:
A highly skilled workforce and best-in-class technologies, all at very competitive costs, outsource contact-centers in The Philippines has a number of advantages. The Power of Collaboration. Our research indicates that contact-centers in The Philippines develop strategic approaches in contact-center management in order to deliver quality services. Collaboration is a key element to the success of an offshore venture. Our analysts have witnessed employees of numerous Philippines-based contact-centers offering solid communications and planning. Regular consultations with clients to gain a full understanding of their business, needs and goals is the norm. Recruitment and Training. Well-educated, disciplined people are the backbone of quality Filipino-based contact-centers. Because success largely depends on the skills and the abilities of their workforce this group maintains high standards in their recruitment and training processes. In its effort to find the smartest and highly skilled individuals, we have observed contact-center executives participate in job fairs and form relations with leading universities and colleges in the country and encourage employees to refer qualified people. All candidates go through rounds of screening, interviews and testing to assure only the best of the best joins the organization. A well managed organization conducts training for all new hires that include subjects such as language, accent, culture, and even geography - depending upon the country of origin of the client in addition to customer service skills and other relevant training. Register for a FREE Webinar - Benchmarking World-Class Call Center Operations Complete the form below to register.
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