There are several industries that rely a lot on inbound call center services. Because of the affordable pricing, they tend to offshore all of their non-core departments.
Besides that, it helps them in reducing human resources and payroll work. Here are some of the common industries that outsource in Philippines inbound call centers.
The COVID-19 pandemic boosted the demand for healthcare outsourcing services. Many people are staying at home and don’t have the ability to go to a hospital.
Thus, many clinics are providing omnichannel communication for their patients.
The demand is so high that experts are predicting a 7.3%-10.8% growth in revenue by 2022. This figure is almost doubled compared to 3.3%-7.4% last 2018.
With this in mind, the Philippines is the perfect destination for your healthcare BPO. There are more than 500 thousand Filipino medical practitioner job seekers in 2020.
More and more legal firms and departments transport their non-essential tasks in offshore BPO. It is an efficient way to minimize the expenses while doubling up your efficiency.
Furthermore, LPO provides a new way to carefully examine every document. For example, BPO companies have more advanced software to easily compile all your documents.
The target revenue by 2023 for the legal process outsourcing is 25 Billion USD. This means many companies will outsource a lot of their legal and litigation process in offshore BPO.
As a result, consultation fee and other legal costs may reduce by 50% at that time.
The IT sector pioneered outsourcing practices in Europe and USA. India holds the most number of outsourcing IT companies in the world.
However, the Philippines BPO offers promising development in the IT business. There is a better opportunity for expansion in small niches like API and network services because of the work from home setup.
Running services and interim programs are also more exposed in a wider commercial market.
Meanwhile, the Philippines tech support is getting younger and more adaptable to technology which is great for companies looking for long-term virtual employment. Automation also won’t stop Philippines call centers from developing their agents.
A business may not realize that they need to outsource their business until it’s too late. Some companies made rapid growth just by making partnerships with some offshore BPOs.
With that, let us take a look at some of the signs that your business needs to outsource:
The root cause of most of these signs are lack of manpower. This is very evident in many small and medium enterprises (SMEs).
It is not very practical to hire more regular employees to adapt with your growing market. Your additional profit might end up on the salary of those additional people.
Aside from manpower, the BPO companies can also provide insights on how you can make your service better.
They can do several analyses on your operations. You can make a request for a monthly report to track the progress of your business.
All in all, cost-cutting and additional workforce are some of the driving forces on why companies are outsourcing.
There are different types of inbound call center services to choose from. Therefore, their cost also varies from one another.
Let us compare these two call center operations based on their price point. Please take note that comparison is only about the prices.
So other factors such as security are not included here.
The inhouse call center setup is an expensive way to manage your sales and customer support. Expensive in a way that you have to pay for everything.
Whenever you are planning to create an inhouse call center you need to consider the place you want to establish it. This alone can cost you due to several research you need to do.
Once you have the place, you have to get legal documentation for your business. Especially if you are doing it outside of your main headquarters.
You have to pay for paperworks and other requirements since you are a foreign company.
Once you secure all the permits, you need to pay for the construction of your office. In addition to that, you will have to shoulder maintenance and other monthly bills like electricity.
– Salaries and Benefits – $141,284
– Customer Service Manager – $45,726
– Hiring costs – $20,645
– Office space – $48,000
– Software and Hardware – $3,600
Total = $259,955 per year
Other fees that you need to take care of are training, additional incentives, and office supplies.
So is there anything beneficial from an inhouse call center pricing wise?
Well, you have control over your expenses. There are times when BPO companies have a tendency to increase their price point depending on the situation.
When it comes to outsourcing, the main selling point of every inbound call center company is their affordability.
However, there are a lot of factors to consider to determine the inbound call center services pricing. That is why there is no definite amount for the BPO service. It all boils down on the contract that you can get.
But for the benefit of this article, let us take a look at some factors that affect the pricing and its ballpark figure.
First thing that the BPO company will ask you is what type of service you need? The price for voice is different from the cost of the non-voice account.
Of course it is more expensive if you avail the voice service due to phone line connection and other
Another thing to consider is the number of agents you need. There are some BPO companies that require a minimum amount of workforce before partnering with you.
Other factors like software, number of calls, and expect AHT also affect the inbound call center service pricing.
As an example:
Inbound Order Taking Service + 24/7 Coverage + 20 Calls/Day + 2 minute AHT + 5 agents = 2000USD/week
This is way more affordable compared to an inhouse call center service. Besides that, you also don’t have to worry about other things like permits and maintenance as the BPO company will cover it for you.
When calculating the cost per call in a call center, you have to factor in a lot of things. What kind of software should you use? How long should one call last? How many daily calls are you expecting?
You have an option to do a pay-per-minute for your inbound call center services contract. The estimated cost for this is $0.35-$0.45/minute per call. There is also an option for a pay-per-hour pricing.
It is suitable for medium to high volume of calls. The average price for this is $8-$20/hour.
However, if you are expecting a high volume of calls daily then you should go for pay-per-call pricing. Prices depend on the contract you have with the BPO company but they also have to charge you on the software you will use.
Some call center firms have a package deal like a monthly fixed payment or a discounted price if you avail more seats.
For software, some of it has monthly plans that you pay for more than $50. The monthly subscription is perfect for call center operations that have an erratic amount of daily calls.
However, there is an option to pay for the software per minute. Some charges for $1-$2 per minute. This is advisable for operations that have a small number of calls per day.
There are some cities in the USA that also specialize in the call center industry. Here are some of them and how much they cost per agent:
|San Francisco, CA
Based on the aforementioned statistics, the average monthly salary for a US call center agent is $3,207. Keep in mind that this is an entry level position and it could go higher once they get promoted.
Meanwhile, the average salary for a call center agent in the Philippines is $650. Imagine what you can do with the almost $2,500 difference between these two salaries.
Furthermore, the lowest salary for Filipino BPO agents is $230 but this is for basic tasks and some freelance work.
In terms of position, here’s some of the monthly salary for the Philippines call center industry:
|Call Center Representative
|Call Center Supervisor
|Call Center Team Leader
|Customer Experience Manager
|Customer Service Manager
|Dispute Resolution Specialist
Please take note that the figures above are based on the converted monthly salary in Philippines Peso. The prices are for comparison purposes only. This may vary depending on the actual exchange rate.
If you are looking to hire a call center agent, you need to consider where you should get them. There are some freelance agents who can offer you a much more affordable service.
However, there might be a sacrifice on the quality because their work is usually unsupervised.
Besides that, there is an accountability issue when you hire a freelance agent. They can just disappear and you can’t do much about it unless you have another contact for them.
This is where the BPO companies have an advantage. Call center company is responsible for giving you an agent to work for your business.
They also have another agent to work for you if the assigned representative didn’t show.
If you want to hire a call center agent then contact InboundCallCenter Philippines. We will base the call center pricing on the service that you want to avail.
Here are some of the service we offer:
On top of that, we don’t have a minimum requirement for the number of agents. We believe that SMEs should have their own outsourcing team to help them grow further.
Contact us today to get a free 60-minute call center consultation.