BPO Services- The New Face of Marketing

With the advent of technological metamorphosis and new advanced communications channels, the BPO industry has grown by leaps and bounds. Hiring professional BPO services can really reduce operational expenses and increase the overall productivity of business processes. 

BPO can fall under the paradigm of back-office outsourcing, which includes internal business functions such as human resources or finance and accounting outsourcing services Philippines, and front office outsourcing, which includes customer-related services.

Business Process Outsourcing contracts outside a company’s country are called offshore outsourcing. A BPO that is contracted to a company's nearby country is called nearshore outsourcing.

The marketing gimmicks- not mere Sales and Advertising

As inbound marketing strategies continue to grow and evolve around various social networks, savvy business marketers are taking traditional drives and changing them into useful tools for sales to participate in the inbound marketing process. Today, all companies should adopt well-defined and all-inclusive marketing strategies that include equal parts of inbound and outbound campaigning. 

The past few years have seen BPO providers invest largely in the tools and capabilities needed to help their clients better understand consumer sensibilities, as well as their thinking, and then achieve greater effectiveness in responding to this market feedback. The key point here could be anything from social media monitoring to internal business analytics and intelligence. And many are actively indulging in social media monitoring, advisory capabilities, and data analysis to support their clients with an awareness of current and future customer viewpoints, and understanding best how to respond to the pros and cons of the system.

Marketing Objectives

The different marketing objectives are the following:

•  Lead Generation
• Sales Transaction
• Customer Retention
• Upselling & Cross-Selling Objective

Other Marketing Methods
 

Complementing other Marketing Efforts, direct marketing through a BPO can also work wonders. The company may contact a specific set of customers to whom direct mailers are sent.

 Marketing research tool- to measure the level of customer satisfaction, a sample database that has experienced the service is contacted. They are then asked to rate the service across various parameters which are essential for maintaining quality. The scores, in turn, are used as a guiding tool to enhance customer satisfaction & build a customer base. This model is used by service industries like Airlines and Hotels.

 Lead Generation Methods- Lead generation methods can be achieved with the help of postings in forums, blogs, and social networks. They allow worldwide marketing and generation of quality leads due to the heavy traffic flow. Highly targeted leads can be achieved with direct marketing e-mails.

 Business Strategy methods- Being able to contact the customer directly so that one can understand customer needs better is paramount. It is wise to slash the cost, as it will effectively reach the customer by eliminating middlemen. Using the saved money on customer service to increase customer satisfaction and build customer loyalty is a better long term strategy. 

BPO service providers and their clients are taking control in shaping a new process area. Not making time for these types of marketing activities can have a negative impact on your business in the long run. Fortunately, marketing business process outsourcing (BPO) is an ideal solution to the problem and can help your business get new customers through the use of talented and well-informed marketing BPO professionals.

Types of BPO’s in Philippines

Philipines as a country has been fairly stable for the past decade. Though it’s history has been marred by instances of conflicts largely owing to the dictator Marcos. But that is indeed history now, the government is ensuring that the current problems like poverty bureaucracy do not shackle the growth of the Philippines Call Centers. Also, its economic growth is quite steady growing 5% every year. It has cushioned itself from the rising fuel prices and food prices, market volatility in general. Global recession has not been able to create a dent in the economic stability of the country.

The success of the BPO Philippines industry has given an impetus to major growth spurt to the economic growth of the country as well clearly shooting almost 6% growth in Gross Domestic Product. This unprecedented growth has given rise to other industries as well creating millions of job opportunities for the people. This has prompted from young job-seekers to stay put in their country instead of moving out to other countries for seeking jobs.

Amongst the top benefits of outsourcing cost effectiveness can be regarded as the primary one. In general, it is thought that in order to seek cost effectiveness quality languishes behind. This is where the call center of the Philipines scores over its nearest rivals. It provides services which can almost be branded as impeccable.

The Philippines call centres have been in the country from 1997 but it was only after ten long years that the Philippines managed to forge ahead of its nearest competitors with top BPO companies in the world. In 2010, it also managed to edge past its nearest rival India. There’s nothing to stop its juggernaut as the only way the Philippines sees its growth is the upward direction. A supportive government which always takes care of its business ventures, Philippines can continue its steady run. The Philippines Government has also marked ten cities where it wants to build its hub for its call center Philippines. Davao, Metro Laguna to name just a few.

No wonder, Philippines is surging ahead and how!

 Call centres in the Philippines are ensuring that that they keep the investors happy and interested.

·         Call Center- It is the most important and the reason why foreign investors are attracted in the first place to the country. Plush offices are scattered all over the country and give evidence in itself that the BPO Philippines means big business!

·         IT services- IT services like programming and software development are also rising up the popularity charts and hence a reason for outsourcing to be the reason why foreign investors are queuing before the Philippines.

·         Marketing with the help of internet- This industry is gaining steady momentum. The Philippines offer nominal rate in comparison with other countries.

·         SEO- This is industry is fast climbing the popularity charts, in terms of outsourcing.

·         Virtual employees- Companies choose Filipino workers because they work for less payment.

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

Reasons the Philippine Call Center Industry is Attractive to Investors

Outsourcing call center services to the Philippines is not an uncommon phenomenon. Over the years, the country has become the top choice among foreign investors, especially belonging to the UK, USA, and Europe. With its excellent business solutions and call center services, the Philippines beat India, the pioneer in the industry, to emerge as the Capital City of BPO Industry. It is the leading destination for foreign companies partnering to outsource BPO services. 

There are various reasons why the Philippines is one of the strongest contenders in the competition of call center services. As a part of the global outsourcing industry, BPO industry and call center services in the Philippines is growing rapidly by leaps and bounds. Dominating the global market, the industry is contributing 16 to 18 percent of the total outsourced services globally. Lower operation costs, skilled manpower, proficient English speakers, a large pool of talented youngsters, strong government support are a few reasons why outsourcing call center services to the Philippines the most sought-after ones are. Let’s go through the many amazing benefits of outsourcing call center services to the Philippines in detail.

·         Cost Effective: The prime reason why foreign companies outsource BPO services is to save money. Investing in the Philippines call centers for various offshore customer representative services is less expensive than creating an in-house call center. With a low cost of standard of living, hiring Filipinos as Customer representative can save up to 50% of the total cost. Meanwhile, it reduces the cost of setting up infrastructure, training, office space and other operational costs that are necessary for the effective functioning of a call center

·         Accent Neutrality: Filipinos possess a neutral accent, which makes them the most sought-after customer representative. This is one of the most vital reasons in the success of Philippines call centers. Customers from the West finds it easy to communicate and relate to Filipinos linguistic abilities. Hence, it makes them efficient communicators, providing customer satisfaction.

·         Proficient English Speakers: Along with the accent neutrality, Filipinos have a good command of verbal and written English language. This makes them a great choice for customer support to the English-speaking countries of the west.

·         Skilled Human Resources: Each year there is a large pool of youngsters graduating in the Philippines. With great knowledge of English and technical know-how, Filipinos are ready-to-work who require a little or no training. Even universities have included topics in their curriculum that prepare the aspirants with necessary skills for the call center jobs.

·         Government Support: The BPO industry of the Philippines is one of the main contributors to the economic growth of the country. Therefore, the government is taking necessary initiatives to promote the growth of the industry and encourage more foreign investment. The government also offers tax exemption and tax holidays to the investors. 

·         Latest Technology: With the rise in popularity and increase in reputation, it is important for the industry to maintain high standards. The first and the foremost thing to do is to provide the best of services with state-of-the-art technology. Majority of call center services in the Philippines is equipped with the latest technology to stay ahead in the field. 

·         Location and Cultural Influence: One of the main reasons why foreign companies want to outsource call center services to the Philippines is because it is situated in the heart of Asia and has easy accessibility. Another reason is its cultural affinity. The country has been ruled by Americans for a long time due to which it has similarities with Western Culture. Filipinos have inherited a few traits from its culture which makes them one of the best candidates for outsourcing call center services. 

Apart from the above-mentioned reasons, outsourcing services to the call centers in the Philippines can help the partners focus on core mission, reduce the cost massively, increase productivity, customer satisfaction, and provide round-the-clock customer support. Contact us today at bd@asiatel.com.hk, if you are looking for a trusted outsourcing partner

A Detailed Analysis of Philippine 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 Philippine Outsourcing Call Center is not only a 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 make them a highly qualified workforce. 

 What works more in 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 ProcessOutsourcing 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 Call Center Services 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.