Inbound call center service has been one of the most popular BPO programs for Filipino call center firms.
With this in mind, here are some of the main reasons why many organizations choose to outsource in the Philippines rather than other outsourcing destination:
Outsourcing your inbound call center service in the Philippines is very efficient as they offer affordable and flexible pricing.
For example, you might need an estimated amount of $53,000 if you want to set up an in-house call center with 15 employees.
You also have to worry about the maintenance of equipment and providing benefits for your agents like health and bonuses.
Whereas, if you outsource in the Philippines with the same number of employees, you will just need at least $36,000 depending on the service that you need.
On top of that, offshoring in the Philippines not only lessens the cost of labor but also saves you from spending on taxes, human resources and legal costs.
This will add up to more or less 60% cost savings.
The Philippines literacy rate is at 98.18% which is considerably higher than other developed and modern countries.
It is one of the requirements if you need to get a better quality CSR. There’s a high tendency that agents with low literacy rate won’t assist your customer properly.
They might not be able to understand some instructions and encode everything in their computer.
This means that the agents you can get from the Philippines are more than qualified to provide excellent customer service.
On top of that, the country produces almost half a million college graduates each year.
Among these fresh graduates, many consider a career in BPO primarily. This is because of the competitive salary packages and benefits.
The Philippines government provides several programs to support the call center industry.
Some of the training includes accent, computer literacy and crisis management. This set of training is also being implemented in call center companies.
As a result, there are 1.2 million call center agents. Those agents are into 700 outsourcing companies making it the single largest contributor to the growth of the Philippine economy.
Authorities also provide tax exemption to those foreign companies planning to outsource in the country. It is one of their main selling points when it comes to attracting many foreign investors.
Filipinos have been exposed to several cultures therefore they can adapt with any gestures from different customers.
While they have a distinct Asian background, they have been greatly exposed to Western culture and traditions.
With Filipinos’ English proficiency and cultural flexibility, miscommunication due to language and cultural barriers is less likely.
Customers prefer agents that can understand them verbally and can relate with their tendencies and gestures.
As mentioned earlier, this characteristic is very important in achieving customer service satisfaction and customer loyalty.
The Philippines is one of the largest English-speaking countries in the world. It is because 70% of their population speaks English fluently.
This is the reason why many global corporations outsource in the Philippines. Most of these businesses target customers in an English-speaking country like the USA.
Moreover, Filipino’s just don’t have a broad knowledge of the language. In fact, they consider English as one of their primary languages alongside Tagalog.
Many schools and universities use it in teaching their students. Hence, young professionals and fresh graduates use it before pursuing the call center industry.
And because the Philippines has a history of American influences, they have acquired a neutral tone, which native English speakers find easy to understand.
Different countries have various outsourcing specializations. For example, India is widely known as a great hotspot for outsourcing IT functions.
Unfortunately, that’s the only BPO tasks they excel at. Their inbound and outbound call centers are far inferior than their competitors.
This is due to their lack of English-proficient agents that can also speak in a neutral accent.
Meanwhile, the Philippines can offer you the best of the best of both worlds. You might be looking for an inbound call center service provider now.
But you will need another function to outsource once you figured that you can operate your business while offshoring most of your tasks.
So, it’ll be a lot easier if you partner up with a BPO company with a wide range of services to offer. Hence, the Philippines is your best option if you’re looking for that kind of flexibility.
The Philippines BPO can also provide services to several industries world wide. This is still because of the flexibility of their services.
Moreover, they have tons of experienced and skilled agents ready to work for different clients.
Ergo, one call center company can partner up with a company in the travel and healthcare industry at the same time.
Some BPO companies for SMEs implement a shared service system wherein an agent can answer incoming calls from different businesses.
This is one of the most efficient ways to outsource as it is way more affordable than creating your own outsourced call center team.
On top of that, call center firms with these services guarantee experience from the agent since they handle several companies.
It is also beneficial since they can apply what they learned from other companies to your call center operation.
Here are some of the inbound call center services that SMEs outsource the most during their first time:
This list seems short however it represents that whole inbound call center industry. All these services are very essential to any start-up business.
After you successfully launch these services, you need a BPO company that will support your development.
Ergo, someone that can offer you several services that will help with your business expansion.
It is the reason why you need to partner up with the best call center company.
In order to qualify for the top inbound call center company, our team considered several criteria.
Of course our primary concern is the pricing for each call center firm. It is counter intuitive if the company can’t balance out their service quality and affordable pricing.
After that, we take into consideration the flexibility of their service. Some of these companies may have high prices but they make up for the service.
And finally, we also based it on how many inbound messages they can take up. Of course it’ll not be the best inbound call center company if they can’t keep up with your growing business.
So without further ado, let’s take a look at the top 10 inbound call center companies for SMEs.
|Estimated Price Point
|Answered Calls Per Hour
|Inbound Call Center Philippines
|Voice, Non-Voice, Back-office
|Magellan Solutions Outsourcing Inc.
|Voice, Non-Voice, Back-office
|Dynamic Business Outsourcing Solutions
|Voice (For Financial Industry)
|Main Source 365 Tech LLC
|Non-Voice (For IT Industry)
|GlobalSky Call Center
|Voice (For IT Industry)
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.