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. 

Top Reasons Why You Should Knowledge Process Outsource to the Philippines?

In less than a decade, the Philippines has emerged as businesses’ top choice for business process outsourcing. The country is often referred to as the World Capital of the BPO industry. Over the years, the industry has grown by leaps and bounds and continue to do so. After BPOs, the country’s Knowledge Process Outsourcing industry is growing at a fast pace and leading the world. The industry is expected to reach the same market size as BPO in no time.

What is Knowledge Process Outsourcing?

When it comes to outsourcing, Knowledge Process Outsourcing is relatively newer than Business Process Outsourcing. This industry specifically involves information-related business tasks. In simpler words, jobs in this industry include skilled roles like market research, survey analysis, data mining, equity research, research and development and more. These jobs are essential to the growth of the business and cannot be ignored. When such tasks are allocated to an outside organization that belongs to a different geographic location, it is called Knowledge Process Outsourcing. Many companies prefer to knowledge process outsourcing to the Philippines because these tasks require specialized knowledge and expertise. Besides the Philippines, the other countries that have prominently contributed to this global industry are India, China, Sri Lanka, Singapore, Malaysia, and the Baltic States.

Why Knowledge Process Outsource to the Philippines? 

 
The Philippines has consistently been leading the outsourcing business globally. While cost savings remain the prime reason why companies like to invest in the Philippines, talent and skilled labor are a few other important motives. The company has a lot to offer and businesses around the world have experienced the same. Let’s take a look at the reasons why companies prefer to knowledge process outsource to the Philippines.

Cost Reduction: For many businesses, this is the prime reason for offshore outsourcing to the Philippines. Studies suggest that companies can reduce as much as 45 to 50 percent of operational and overhead costs by hiring services from the Philippines. While the operational cost is much affordable even the average salary of a Filipino is at least 50 percent lesser than the employees of the west. Cheap yet efficient labor is a great reason why companies from all over the world are attracted to the Philippines. In addition, these companies have an established system that saves the extra cost of infrastructural arrangements, training, recruiting, and more.

Neutral Accent and English Proficiency: Another reason why Filipinos are the top choice for creative process outsourcing, business process outsourcing, and knowledge process outsourcing is their neutral accent. It makes them incredible communicators when it comes to interacting with clients from the West. At the same time, most of the Filipinos are as proficient in English as any native English speaker. This is due to the cultural influence as well as due to the emphasis on education and high literacy rate.

Skilled and Specialized Talent: KPO industry extensively relies on specialized skills and knowledge-intensive experience in risk management, financial studies, research and development, analytics, IT and engineering. With a pool of talent streaming out educational institutions, every year making the country a strong contender.

Time Difference: Another reason why outsourcing to the Philippines a good idea is because these companies work 24/7 a day. This means that the work continues even at the night, when you are sleeping. At the same time, different time zones and cultures contribute to the factor that the work never stops which is the key to enhanced productivity and efficiency of the company.

In addition, strong government support encouraging foreign investments and growth of the industry has made it one of the prime sectors in the company contributing to the economic growth and national GDP. Meanwhile, the legal laws of the Philippines are similar to that of America which makes it the perfect choice for outsourcing business. There is high-level cultural compatibility between the Philippines and the countries from the west. For those unfamiliar, the Philippines was colonized by Spain, USA, Portugal, and a few more other foreign forces. This has influenced the culture and ethical values massively. Finally, it is centrally located on the world map with well-developed ports and airports that provides easy access and trading options. 

The future looks bright for the Philippines’ outsourcing industry. The BPO and KPO industries are forecasted to improve and grow at a faster rate in the near future.

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.

Top Reasons Why Philippines Has Become a Global Leader in Outsourcing

The world is abuzz with the fact that the Philippines is indeed creating quite a ripple in the BPO sector! Call centers 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.
  

The growth of the BPO sector in the Philippines

So what is the Philippines doing right and the other Asian nations are failing to notch up? The Data Privacy Act which keeps all information handled by the Philippines calls centres, private especially sensitive information like details of bank etc. This has helped the Philippines score big at the BPO sector.

Support of the Philippines Government

The Government supports the Philippines Call Centres completely by ensuring implementation of programmes which would be conducive to the mushrooming of business centres in the country.

Ideal Location

The Philippines is located in the business hub of Asia. The location is ideal for western countries to have dealings with not only the Philippines but rest of Asia as well owing to its strategic location.

Minimal Labour Rates

Salaries are way lower than the United States, almost 50% less. Coupled with wages electricity, communication and housing rents are much lower than the USA. But it does not necessarily mean that quality is compromised.

Talent Galore

The success of the Philippines Call Centres can also be attributed to the fact that there is a teeming population who are really talented and apt for the job.

Affinity to American Culture

Filipinos have a strong affinity towards American culture and hence they have the greater adaptability to emulate their culture and accent better. Their spoken English is much better and hence, they have a better chance of speaking the language and making themselves understood.

Professionalism Par Excellence

Professionalism seems to the Filipinos buzz-word. Yes, their values, culture, work ethics and general bonhomie creates the right kind of work atmosphere. They don’t compromise on fun and yet don’t let that tower over integrity and responsibility. That is why the call centres in the Philippines are enjoying such a good run in the market.

Time Difference does not matter to Filipinos

The reason that the country is enjoying such an elevated status in BPO Philippines is because Filipinos are very flexible and night shifts and erratic schedules do not matter to them. They are accommodating to the requirements of the clients residing in different countries.

Destination is Ideal for Work as well as Play

A country which is not only not only equipped with world-class technologies but also scores pretty high on scenic beauty. Investors can enjoy a jolly good time enjoying the beaches and also business prospects.

It is Start-up Conducive

Not only big business can reap the benefits of the outsourcing business but also small companies which are about to start can also benefit.

Economic Stability and Growth

Philippines as a country has been fairly stable for the past decade. Though its 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.

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 Philippines 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. 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!

Why should you Select BPO Philippines - All about Inbound Call Center Benefits

Inbound call center services can give your business a great boost. An inbound call strategy has an inbuilt automation, this helps to recognize and separate you from others. This strategy helps work on the basis of experience, personal service, and interaction.

1. Voice channels should be accessible to those who need it the most

 There are many numbers of people who prefer communicating with the help of voice while there are others who prefer to chat with the help of e-mail and chat. The secret to knowing the right way is to know if the right person is communicated at the right time. They are the targeted customers who are either in the pre-selling stage or selling stages.

The phone must be optimized and move all your voice calls to your benefit. Keep your toll-free numbers at an accessible place like below your calls-to-action. If your purchase is important to make sure you use the voice channel to good effect.

Phone calls are expensive and you should use it to channelize the voice mediums to those who require it the most. If the query is simple there is a larger likelihood for the customer to self-serve. So it is imperative you should your strategic moves to position the support channels on the website. Your, self-service channels must be on the overdrive to help those who need you the most.

2. Choose able and qualified voice agents 

 When you are done with the filtering the calls, as to attending the primary most important calls first and the least important ones later, it also means that you must keep the most qualified and dexterous agents attending the calls so that they make the customers feel good and important. The quality of the voice agent holds primary importance and the undivided attention the agent gives to the customer. Train your voice agents in a way that they give you excellent service.

3. Make the best of call analytics

Call center inboundcan give you important business insight so categorize calls based on analytics service. The best ways to find out whether the inbound calls can pass muster is to track the calls and analyze the performance of inbound calls.  When you analyze incoming calls – you have to analyze the calls and check whether the customers are satisfied. If they are not you have to take steps to evolve your business more by following certain steps like marketing strategies, business plans, and customer service plans.

The analytics will give you insights to refurbish your marketing and help you work on loyalty and brand retention.

4. Use a Customer relationship management tool

It is said that Sales People are more active, about fifteen percent more if they get access to a customer relationship management tool that keeps information on customers, they can get access to it, even when they are on call. CRM stores not only social data on customers but also store information on the customer and transaction history between the two of them. This allows the agent to personalize the calls and giving special attention to calls made to another department.

Inbound call center outsourcing is very important to help your business grow better. The automated channels have not been able to push it away from the forefront; the voice channel is very much there in the reckoning. Help your inbound call center outsource to grow and prosper as they will help your business to flourish in the long run.  The voice calls will not be expensive as long as they are placed in such a way that you can attend calls with promptitude.