call-center articles and white paperFilipino Call-Centers: Capabilities & Trends
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by Kraig Kleeman CEO, Blaire Group www.blairegroup.com A simple concept. Understanding offshore call-center outsourcing is not difficult. Simply stated, it is an overseas-based organization that handles the inbound and outbound calls of another company. Offshore call-center outsourcing organizations differ in size, scope, and service offerings. Generally, however, they all provide call-center management solutions for their clients. Offshore call-center outsourcing is one area of business process outsourcing that is quite common for many companies today. Because operating and managing call-center operations can be quite expensive in local areas, many companies choose offshore locations, of which the Philippines is a top preference for a variety of reasons. Market knowledge. Offshore call-center outsourcing vendors in the Philippines have developed suitable knowledge in a variety of market sectors. Typically, one offshore call-center vendor in the Philippines handles more than one client in diverse business sectors. Retailers, technology, banks, travel companies, and other business enterprises all have call-centers to respond to customer needs and to understand their target markets better. Offshore call-center vendors in The Philippines have been helping companies in different areas of business in managing their customer relations and call-center operations for two decades. Aside from customer care, an offshore call-center outsourcing vendor Philippines may also handle other functions such as sales and marketing. Depending on what account a call-center professional is handling, he or she may perform various tasks from taking orders for laptops, to providing directions to a store, to troubleshooting internet service connections, to assisting a customer in a bank loan application or a flight reservation. Outbound Activity. Aside from receiving calls from customers, call-center vendors based in The Philippines may also manage outbound calls for their clients. In this case, a call-center professional may call a business establishment or a household for different purposes such as telemarketing, lead generation or customer satisfaction surveys. Technology. The development of Internet technology has enabled offshore call-center outsourcing. This, along with the goal of businesses to continue providing quality customer service while reducing costs has fueled the growth of offshore call-center outsourcing vendors. Since offshore call-center outsourcing relies on technology, choosing a location with excellent technological capabilities that can meet the demands of a call-center is critical. Our research indicates that Filipino business and resource planning has created a technological environment that includes reliable, scalable and secure technological infrastructures. Translated: We view this region as fully enabled to deliver quality offshore call-center outsourcing that yields quality customer service. Moreover, these technologies are available in the Philippines at very competitive rates. Workplace Desirability. Call-center offices, especially the large ones, are sophisticated and features facilities for the relaxation and comfort of agents such as sleeping quarters, cafeterias, and recreation rooms. Additionally, the chances of career advancement are also great. Call-center agents who are consistent top performers can secure higher-ranking positions as team supervisors, quality assurance officers, coaches, or even operations managers. All of these reasons make working in offshore call-center outsourcing vendors Philippines very attractive to Filipino professionals. Register for a FREE Webinar - Benchmarking World-Class Call Center Operations Complete the form below to register.
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