Our research indicates that The Philippines provides world-class contact-center solutions to serve clients worldwide who demand the highest level of customer service. One big advantage is the English-proficient and highly educated work force, as well as a demonstration of competent and experienced management teams dedicated to both business improvement efforts and the deployments of high-caliber technologies.

Our analysts have observed that Filipino contact-centers offer these features at considerably lower rates than most contact-centers in other offshore locations. We agree with a variety of industry consultants that The Philippines is a leading provider of contact-center solutions.

According to the Call Center Directory of the Philippine Economic Zone Authority (PEZA), the Philippines now has 788 major call centers over 20 key locations. For businesses interested in outsourcing or locating their contact-center operations in the Philippines, here are important considerations to take into account.

• Recruiting

It is common for offshore contact-center outsourcing companies Philippines to conduct mass hiring of agents but while there is a need to fill the huge staffing demands, the best managed organizations make sure that each applicant goes through a rigorous screening process in order to meet client standards.

The real value begins with hiring the best people. In order to accomplish this, a comprehensive approach to conducting phone screening of applicants and a series of interviews and tests is deployed. The world-class call-centers in The Philippines regularly recruit graduates of top universities in the country as well college-educated and motivated individuals. We have observed a variety of forward thinking training and development programs that evaluates each candidate by their skill sets and personality to match the right people to the specific accounts that they handle.

• Training

Because contact-center agents represent the client’s business to their customers, Filipino-based management teams realize the value in providing proper training to its work force. The ideal offshore contact-center teaches agents how to listen to customer’s needs, relate to them, and make use of techniques and technologies to provide the best solution.

In addition to training modules, we have observed a variety methods of learning such as role-playing, call simulations and games quick retention of skills and knowledge. For voice accounts, advancing organizations conduct a of test calls that trainees must pass in order to graduate from training and start actual work.

• Performance Management

We have observed a variety of unique processes aimed at consistent improvement of service level. The alignment of performance metrics with client’s requirements is critical, and world-class organizations exceed these standards and create more value to a client’s business.

A dedication to quality assurance officers who monitor agent’s performance and provide feedback to supervisors and agents for continuous improvement is vital to attain optimum results. Each team of agents receives close supervision and guidance from their respective team leader. In addition to this, there are often performance incentives to motivate agents to provide consistent quality service.

• Technology

Technology plays a vital role. Our analysts have observed significant, well deployed investments in reliable and secure technology infrastructures that enable seamless connection between contact-centers on the Philippines and overseas clients and customers. Advancing organizations employ a competent IT staff to resolve all technical issues as efficiently as possible. The security of networks and client’s data is of the highest priority. Dual firewalls, password-protected logins, controlled access to sensitive data, scheduled systems maintenance and security audits are just some of the ways that advancing, Filipino-based call-centers ensure reliability and security of technology.

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by Jennifer Janica
Senior Analyst,
Blaire Group