Customer service outsourcing is a full-fledged industry today.  In this process, many business processes like customer servicing is handed over to a third party enterprise based at offshore locations. What started as a means of cutting down costs has grown at a tremendous pace ably helped and supported by technological advancements. Some key reasons why the industry has grown positively with an increasing number of companies outsourcing their crucial operations are:-

1.   The method has proved to be a great saver of operating expenses and costs – almost 59% of companies outsource because of this reason.  Some brilliant companies providing customer service outsourcing services have been able to offer their clients as much as 60% savings on their overhead costs.

2.     With crucial day-to-day tasks and operations outsourced to reliable partners, companies are able to focus on their core business. 57% of companies that have outsourced some of their business processes because of this reason.

3.   About 48% of the companies that outsource their key business processes do so because it helps them resolve their production or business capacity issues.

The American continent – both North and South – have been the largest user or buyer of services provided by the outsourcing industry while India and China have traditionally been in the highest demand for providing outsourcing services like customer service outsourcing.  In the last decade and a half, however, the focus of the BPO industry has slowly been shifting to Philippines due to various reasons. The call center industry in Philippines that generated about $11 billion revenue in 2011 grew to $ 27.4 billion by 2016. The reason behind this humongous demand and growth are:-

1.   The country boosts of a very high literacy rate – 95% and above – with majority of Filipinos capable of conversing in American accented English.

2.   Industry-friendly policies by the Philippines Government have also been a key reason behind this growth of the call center industry in Philippines. Government programs like tax exemptions and simple export/import processes have been developed to promote the growth the BPO industry. Even university level programs and training courses based on customer services have been developed to enable call center employees to upgrade their skills and knowledge.

3.   Professionally trained people are available here at affordable prices – at considerably lower costs compared to equivalent employees in America.

Companies looking at customer service outsourcing to reliable call centres in Philippines can expect following tasks to be taken care of:-

·         Client servicing roles like that of a coordinator or a customer relation associate

·         Online concierge and janitor services

·         Technical support services

·         Virtual front-office executives and receptionists

·         Reservation team members

·         Social media support services

·         Email and chat services

Companies looking to contract with virtual call centres in Philippines should choose basis – training and experience of the resources; people with positive and right attitude; with proven track record; flexible in their service offerings; affordably priced; dedicated relationship manager; guarantee of performance or replacing resources at no extra charges; and having a policy of providing ongoing training to their team members.