The rising costs of managing contact centers in economically developed countries have led many international businesses, including Global 2000 companies, to outsource their contact center operations overseas as operating costs are significantly lower, and the talent pool is arguably greater.

Given the low cost structure of the Philippines, many companies have chosen offshore contact-center outsourcing agencies within Filipino borders to manage important business processes. While offshore outsourcing is an effective method of reducing costs, the benefits of working with an offshore contact center outsourcing agency in the Philippines transcends cost-savings.

By choosing a competent offshore contact center, businesses are able to focus on other mission-critical business processes with the assurance that a highly qualified team of contact center professionals is managing their contact-center operations. Many offshore contact-center outsourcing agencies based in The Philippines handle staff recruitment and training, provide regular coaching, and deploy monitoring and improvement programs that are truly exceptional.

One contact-center ousourcing agency in The Philippines normally handles multiple client accounts to perform various business processes. They utilize state-of-the-art technology that can easily accommodate the demands of a contact center. Its Filipino staff consists of college-educated and well-trained contact-center representatives who have passed rigorous screening processes.

Each contact-center agent belongs to a team assigned to a specific account. Depending on the project requirements, there may one or multiple teams assigned to an account with each team receiving supervision from a team leader. Most Filipino contact-centers deploy coaches or mentors; teams of quality assurance officers and supervisors; and IT staff.

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Customer Service & Customer Care.
Contact-Centers based in The Philippines help businesses improve their customer’s experience whether customer interactions is through voice (inbound or outbound calls), e-mail or live chat. Regardless of the method of communication, wold-class agencies keep their focus on customer satisfaction and exceeding performance and service metrics. As evidenced by the growing number of customer care and customer service accounts that Filipino-based contact-centers retain, business clients have recognized this commitment

Some of the customer care tasks that an offshore contact-center in The Philippines manages include:

• order processing
  
• general customer inquiries
  
• reservations
  
• billing inquiries
  
• account activation
  
• applications processing
  
• address changes
  
• delivery updates
  
• payment processing
  
• issue resolutions
  
• order returns
  
• customer services support
  
  

Jennifer Janica
Senior Analyst,
Blaire Group