The call centre industry is forecasted to grow at a CAGR of 11% over the next five years, according to the latest industry research firm HCL Technologies report. In the Philippines, numerous niche operators operate in this space; but most thrive as an extension of an outsourcing company that designs programs and systems for call centres. Some others specialise in servicing small and medium-sized enterprises (SMEs). Call centres are ideal for companies with many customer service requirements.
Outsourcing your customer service operations from India or the US can be expensive and risky. Instead, operating a call centre from the Philippines can keep you within your local market and reduce your operational costs.
Call Centre Business In The Philippines
There is both scope and potential for success with call center Philippines, and it can also be very profitable. If you want to get involved in this type of business and make some money, you should keep a few things in mind:
- Ensure that you have experience working as an operator before you start. It will give you an advantage over other potential business owners and help you build your credibility with potential clients.
- Work hard to provide top-quality customer service. It will help to build customer loyalty and keep customers coming back for more.
- Be willing to go above and beyond the call of duty regarding customer service. It will prove to your customers that you care about them, increasing their loyalty to you.
Benefits of Operating a Call Centre in the Philippines
1) Low Cost of Operations
If you are looking to cut costs drastically, there is no better alternative than operating a call centre in the Philippines. More than 50% of the call centre operations are conducted within the Asia Pacific region. As a result, the cost of setting up a call centre in the Philippines is far less than in other locations. Moreover, huge multinationals in North America and Europe outsource call center services to service providers in the Philippines, making it an attractive destination for such an investment.
Additionally, a significant portion of the cost is related to real estate and not to wages. The price of a call centre in the Philippines is far less than in most other locations. Singapore, for instance, is a preferred destination for many call centres for its robust talent pool and famous high-quality services, but it is extremely expensive.
2) Higher Quality Services
You must be customer-focused and have excellent customer relations as a customer service representative. Given that a large ecosystem for quality services training exists in the Philippines, raising quality standards won’t be a challenge. High-quality customer services will make customers loyal to your company, and employees will genuinely enjoy working for your organisation.
Multiple outsourcing services operate call centres from the Philippines. They provide hands-on training to their employees on how to deliver customer services. If you use a call centre in the Philippines and provide high-quality services to your customers, both employees and customers will appreciate your efforts. It is one of the benefits of operating a call centre in the Philippines.
3) Local Talent Pool
As a growing industry, there is a constant need for quality talent. In the Philippines, outsourcing companies have more options to recruit local talent. Finding quality Filipinos to work in a call centre based in the Philippines is far easier. The lower cost of operations and better quality of services also make it easier to hire quality talent in the Philippines.
4) Reduced Risk
Many organisations choose to operate their call centre in the Philippines to reduce the risk of their operations. This is because the existence of a large call centre ecosystem has led to the creation of infrastructure that complements the industry. For example, you have training institutes churning out new agents every six months, which means large employee strikes are mostly unviable. It also reduces direct risks for your brand. In case the operations of the call centre are not up to the mark, it will not be your responsibility.
Therefore, operating a call centre in the Philippines can significantly bring down the challenges and increase the reliability of your business.
There are numerous benefits associated with operating a call centre in the Philippines. To begin with, the existence of a robust call centre ecosystem, both in terms of technology and employees, will help you bring down the cost of operations. Apart from lower costs, the ecosystem will also help you find the most talented employees and the most efficient technology for your operations. You can select employees from a large pool of trained professionals in the Philippines. Most Filipinos are bilingual and fluent in English, so language will not be a barrier to effective communication.