A Detailed Analysis of The Philippines BPO Industry and Outsourcing Call Center Services

Asian countries have taken over the BPO industry of the world. India, Indonesia, Bangladesh, Korea, China and many more are much-preferred outsourcing destinations and call center service providers for the companies from USA, UK, and Europe. While India remains the pioneer in the industry, the Philippines has grown to become the leading country in the industry worldwide. The Philippines call centers are not only the major contributor to the global market but also in the country’s economy. 

 Reasons Why The Philippines Is Leading BPO Industry

The call center services in the Philippines and the BPO industry of the country remains a dependable source of income for many Filipinos graduating every year. At the same time, the government support and initiative programs for the promotion of the industry make it a favorable destination for the business. Meanwhile, strong work ethics, neutral accent, good knowledge of the English language, and friendly and effective communication skills of the Filipinos makes them a highly qualified workforce.

What works more in the favor of the industry is the location. The Philippines is located at the center of Asia, providing easy accessibility to the investors. Thus, making it an ideal destination for outsourcing business. Lower operational and labor costs remain the number one reason why foreign clients are attracted to The Philippines.

Brief History of Business Process Outsourcing in The Philippines

In the last two decades, The Philippines grew to become the location of choice for business outsourcing. From providing basic services like email response and service management, the country broadened its industrial capabilities for almost all types of BPO services and IT support.

The history of outsourced call centers services in the Philippines can be traced back to 1990s. It was only in 1992, a man named Frank Holz founded the first contact center of the country with the name Outsource2Philippines, Inc. This was the first step in the evolution of the massive industry. At the time, call centers were serving their offshore partners with basic services like email response and managing service. It was not until 1997, the country got its first multinational account. In 1999, the first call center company opened and gradually the industry expanded its services.

Business Process Outsourcing in The Philippines was acknowledged as “Sunshine Industry.” The 2000s witnessed massive growth for the industry. In 2008, the Philippines surpassed India and became the Capital of Call Center global Industry.

Current Scenario

Currently, call center services in The Philippines is making it big in the industry. As a part of the global outsourcing industry, The Philippines BPO industry continues to grow by leaps and bounds. It continues to dominate the market by contributing 16 to 18 percent of the total outsourced services globally. As of November 2017, the BPO industry provided employment to 1.15 million people. As for the industry, it grew 12.3 5 in 2017 from 2016. In the last decade, The Philippines BPO industry has become the largest source of private employment as well as the second largest contributor to foreign exchange earnings.

The Future  

The BPO industry along with the call center services in the Philippines are predicted to remain at its highest peak. This year, the industry is forecasted to add another $1 billion in revenues and create 70,000 more jobs. By 2020, the BPO industry’s total income is expected to reach $40 to $55 billion and create a total of about 1.3 to 1.5 million new job opportunities. The annual growth of the industry is expected to rise at the rate of 17% until 2022 when the growth is expected to slow down to 9%.

Business Process Outsourcing in The Philippines has come a long way. From providing simple contact center services, the industry has expanded massively. The industry has developed into a giant that consists of eight sub-sectors including, call centers, back-office services, knowledge process outsourcing, animation, software development, game development, medical transcription and engineering design and the offshore outsourcing companies provide services namely, data entry services, creative services, multilingual services, finance and accounting services, managed operations, NOC outsourcing services, Wholesale Telecom outsourcing, VoIP technical support, helpdesk outsourcing services,  and all types of customer relations services, business-to-customer support, and business-to-business support.

How VoIP Can Be Beneficial to Your Business: Importance and Chief Features of VoIP

Voice over Internet Protocol (VoIP) technology is rapidly growing and has made communication through telephones easier and a lot more cost-effective. It is also referred to as Internet Telephony. It is one of the primary modes of communication used by businesses all across the globe. Verbal communication through phone calls has been an age-old method of communicating. 

A lot of work is done through networking and phone calls. It is one of the key components of the day-to-day functioning of a business, it’s success and effective customer relations. With changing technology, VoIP changed the way the businesses maintain their contacts and do networking. It is one of the most cost-effective additions to the business. This technology makes phone calls possible through a local area network and the internet. It is particularly advantageous over traditional ways of calling. Also, with the broadband internet connections and hosted VoIP systems wholesale VoIP termination providers make sure it is user and budget friendly. This technology changes the way you communicate.  Here are a few features of VoIP technology and how it is beneficial to your business.

Features of VoIP Technology

VoIP technology has a lot to offer to its users. VoIP has become an indispensable part of communication sectors globally. In the past few years the VoIP wholesale providers have taken over the telecommunications sector and changing the way business is done. These service providers offer plans that fit the need of your business and your communication system. These VoIProutes providers offer flexible plans that can combine general and premium features as per the need. VoIP features offered by best VoIP wholesale providers are:

1.    Call Waiting
2.    Voicemail
3.    Call Forwarding
4.    Call Queues
5.    Per user per pricing model
6.    Music on hold
7.    Call recording
8.    Business SMS Text
9.    Caller ID
10.    Call Blocking
11.    Call Conferencing
12.    Call Monitoring
13.    Call Analytics
14.    Call Merge
15.    Automated Replies
16.    Menu
17.    IVR
18.    User Portal
19.    Electronic fax
20.    Auto Answering
21.    Account Management
22.    Click-to-dial
23.    Video conferencing
24.    Business internet
25.    Call Center Functionality
26.    Follow Me
27.    Tech Support
28.    VoIP-to-VoIP Calls
29.    Call Scheduling
30.    Control Panel

With so many VoIP features, the work environment at your organization will simply revolutionize. Besides these features, here are a few advantages of VoIP phone systems.

1.    Cost-effective: The biggest advantage of internet telephony is that it reduces expenses spent on phone networking. In comparison to traditional calls, the call expenses are significantly lower. For any business that makes lots of calls not only locally but also internationally, this is the perfect way to communicate. 

2.    Innumerable features: A hosted VoIP phone system offers a huge range of features as mentioned above. This was not possible in traditional phone systems. The best part is that you can choose these features as per your needs. 

3.    Advanced way of connectivity: It is an advanced technology that helps you communicate through applications and software you use every day. You can access your contacts through various other systems like emails, outlook and more. 

4.    Hassle free: Hosted VoIP software is not only cost effective bust easy to install and configure. Furthermore, it is convenient to use even by people who have limited technical knowledge. At the same time, wholesale VoIP termination providers and service providers offer 24/7 tech support.  

With so many features and advantages, the VoIP system can increase the overall productivity of the organization. The employees can multitask using these systems. They can exchange documents, organize meetings, conduct video conferences, share a huge amount of data without any disruption. Also, it lets you carry the entire data with you while you are traveling. It makes calls cheaper, communication effective and fruitful, enables the smooth functioning of various departments of the organization and ensures customer satisfaction.

What Inbound Call Centers of Philippines Have to Offer the World

The Philippines is known as the call center capital of the world. Top companies across the globe want to partner with Philippines call centers, BPOs and contact centers for offshore outsourcing. For the big brands from the UK, The USA, and European countries, the Philippines has become the leading destination as an outsourcing partner. In no time, the country’s BPO industry grew leaps and bounds, and the future looks brighter. Global investors are attracted to call center services of Philippines because it has a lot to offer.  

Basically, Filipinos are skilled English speakers. They are as good as native English speakers with a neutral accent. This makes Filipinos effective communicators. At the same time, with minimal training, they are ready to serve the industry. Additionally, The Philippines offer a huge stream of college graduated young workforce. With their strong work ethics and friendly attitude, they are efficient at their work. Over the years, the number of call centers in the Philippines has increased, making the country the topmost choice for Business Process Outsourcing in the world. Here are a few things inbound call centers of Philippines has to offer.

Remember, an inbound call center is an important component of an organization. The call enter is the connection between the company and their clients and customers. It is these people at the call center who initiate the contact with the customers before directing them to the concerned department. Anyone who is looking to grow their business will understand the importance of an inbound call center. It is with the help of these people; the company is able to focus on their goal and vision. Also, business development, customer retention, customer contact, and many other needs are fulfilled by call center services.

1.    Improved Productivity: Inbound call center services at the Philippines help the companies grow their business and improve productivity. With their technical know-how and effective communication skills, Filipinos reduce company’s burden of customer dealing. As customer service agents, they deal with customer issues while the parent company can focus on the company’s core mission and productivity.

2.    Cost Reduction: An in-house call center requires a lot of investment for the setup. Having outsourced inbound call center services from the Philippines is quite cost-efficient. It reduces the cost of investment for the company because the outsourcing partners do not only provide customer service agents but also make necessary infrastructural arrangements. With their experience and expertise, they are also committed to providing training to the staff. Additionally, Philippines call centers to take care of the fluctuating business. The business may not be the same throughout the year. The call volume may vary, too. All of this and more is taken care by these call centers, which reduces the burden of the company.

3.    Latest technology: The company can’t rely on its telecommunication system forever. With evolving technology, there is a need for regular upgrading. A company cannot afford to do that time and again. Inbound call center services of the Philippines provide outsourcing specialists that are equipped with the latest technology and software.

4.    Increase in Sales: Having agents talk directly to the customers is an efficient way of increasing sales than other modes of marketing. Customer service agents can convince the customers to buy the product in a more effective manner than an advertisement. They can instantly answer their queries and provide details about the new product. 

5. Customer satisfaction: Filipinos great communication skills and inherent friendly tone of communicating helps them in keeping their customers satisfied. The call centers in the Philippines guarantee excellent customer relations and experiences. 

The  These are only some of the many benefits of hiring inbound call center services from Philippines call centers. Contact us today at bd@asiatel.com.hk, if you are looking for a trusted outsourcing partner.