Home Business Insights & Advice Call centre outsourcing Philippines omnichannel services

Call centre outsourcing Philippines omnichannel services

by John Saunders
13th Jan 21 11:00 am

Customer service has never played a more vital role in the success of a company. Consumers are increasingly demanding more from businesses, meaning that a 24-hour a day, seven days a week service has become the norm. To keep up with this demand, call centre outsourcing has become the go-to option for many companies.

“Ensuring your customers receive the very best service should be a priority for your business. In fact, they are twice as likely to leave a negative review than they are a positive one – so in this day and age of social media, you cannot afford to let them have a bad experience,” says Ralf Ellspermann, CEO of PITON-Global, an award-winning call centre the Philippines.

“By outsourcing your call centre requirements, you will not only be able to take advantage of the highly skilled service agents but also ensure you are covering every form of communication, from phone, email, web chat to social media, in a timely fashion,” he adds.

Alongside being able to utilise a highly experienced team, you will also be saving yourself money. Call centre outsourcing does not require you to establish and operate your own facility – so you will not need to rent premises, invest in equipment or hire and train staff. For a single fee, all of this will be handled for you, and with most outsourced providers working for several companies, you will be able to split the costs – reducing your overall fee even further.

Using a premium provider will ensure your customers are receiving the very best service, while you will be able to benefit from their knowledge and data analysis tools. By knowing when your agents will be busiest, you can quickly scale up or scale down the amount of staff working, maximising your company’s efficiency and ensuring there are never agents sitting idle.

By offering a 24-hour, seven days a week service across multiple communication channels, your customer satisfaction levels will increase which, in turn, increases retention rates. This omnichannel support is a highly complex system to set up and maintain, requiring the very latest technology, something that only the best call centre outsourcing providers can offer.

“Choosing the right call centre provider is one of the biggest decisions you will make as they will be the front line and the voice of your company when it comes to engaging with customers. If you are from the UK, then maintaining your call centre onshore might seem like the most practical option; however, increasingly businesses across the country are finding that call centre outsourcing to an offshore provider is actually proving to be more cost-effective while yielding better customer service levels,” says Ellspermann.

Although many countries provide call centre outsourcing, the ‘pearl of the Pacific’ has become the global leader, with over 800 call centre outsourcing providers currently in operation. Over the last two decades, the call centre outsourcing industry has flourished. With just ten call centres in operation in 2000 at the start of a new decade there are 800 call centres and 1.2 million Filipinos employed in the £20 billion industry.

The talented and passionate workforce is one of the many reasons companies such as Microsoft and HSBC are opting to outsource their call centres to the Philippines. Additionally, the close affinity with Western culture ensures customers can receive the very best service from agents proficient in the English language.

Not only that, the incredibly low costs help to save up to 60% compared to maintaining an outsourced call centre in the UK. To guarantee you are receiving the very best service and the best technology on offer, you need to work with a premium provider. With over 20 years’ experience, PITON-Global is the mid-market leader when it comes to call centre outsourcing to the Philippines. The company has helped dozens of UK-based companies to reduce costs, increase operating efficiencies and enhance the customer experience.

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