Streamlining Your Business With Contact Centre Outsourcing in the Philippines

Managing your own in-house local contact centre can strain both the infrastructure and finances of many small to medium sized companies. This is one of the reasons why call centre outsourcing to the Philippines is a very popular option for many companies, because they can streamline their workforce and optimise their revenue.

When you engage Outsourced for your contact center in the Philippines, you are not just hiring a service provider but creating an extension of your own team offshore. We handle the recruitment, HR/payroll, facilities, equipment, and support services, while you retain full control over your team. This model allows your staff to fully integrate with your existing processes and company culture, ensuring seamless operation.

For clients seeking additional support, we offer an optional “managed service” where we provide more oversight with staff selection, training, and performance management, helping to ensure that your team operates efficiently and effectively.

5 Benefits Of Outsourcing Contact Center Operations to the Philippines

1. Business Expansion: By outsourcing your contact center operations, you can focus on your core business responsibilities. Our services free you from the complexities of managing an in-house contact center, allowing you to invest more time in growing your business.

2. 24/7 Availability: Most in-house contact centers do not operate on weekends, holidays, or after hours. With our offshore staffing model, your team can provide round-the-clock service, demonstrating a commitment to customer care that can differentiate you in the marketplace.

3. Access to New Technology: Outsourced provides state-of-the-art facilities and equipment, meaning you benefit from the latest technology without the need for significant capital expenditure. This allows you to allocate resources more effectively across your business.

4. Reduced Stress: Our approach minimizes the stress associated with recruitment, training, and management of contact center staff. You choose your team, embed your processes, and have the flexibility to scale your operations as needed, without the administrative burdens.

5. Enhanced Customer Satisfaction: With dedicated and well-supported staff who are an extension of your team, your customers benefit from prompt and efficient service. This leads to shorter wait times, fewer abandoned calls, and improved overall customer satisfaction.

10 Types Of Contact Center Outsourcing Services In The Philippines

If your company hasn’t previously operated a contact centre, you might be unaware that there are ten different types of roles Outsourced staff can fulfill for your company. We can build a team of offshore staff in the Philippines with the following skills:

1. Telemarketing: When you outsource your contact centre to us, our telemarketing employees provide your company with cold calls, up-sells, cross-sells, and product promotions.
2. Outbound calls: Our professional Filipino call center staff perform lead generation calls, telesales, customer acquisitions, appointment setting, direct mail follow-ups, and customer satisfaction survey calls
3. Inbound calls: At our outsourcing contact center in the Philippines, we have staff who are experienced in medical answering services, collections, order taking, product information requests, claims processing and virtual receptionists.
4. Technical support: For your customers, we can provide remote IT support, customer sales and support, pre-sales support, post-sales support, and technical support.
5. Multi-channel support: We offer a mix of phone, video and email support, as well as live chat and video chat support for your customers.
6. Help Desk Services: Acts as a single point of contact for end-user support, handling both technical and customer service inquiries.
7. Customer Service: Handles general customer inquiries, complaint resolution, and customer retention efforts.
8. E-commerce Support: Includes order fulfillment, managing customer inquiries via phone, email, and chat, and processing returns.
9. Healthcare CallCenter: Manages non-clinical tasks such as medical transcription, billing, and coding, claims processing, and patient support services.
10. Back-Office Support: Provides services like data entry, document management, payroll processing, and HR services.

For more information on contact center outsourcing in the Philippines and to start building your team of Outsourced staff, please call us on one of our international numbers or send us an email enquiry.