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. 

What are the Top 10 Best BPO Companies in the World

Business Process Outsourcing is one of the top industries in the global market. The BPO industry in the Philippines is one of the nascent yet one of the biggest contributors to the country’s growth, development, and economy. 

Growing at a very fast rate, the BPO industry is a booming industry that is only expected to grow bigger and better until 2020. As per the latest reports, this industry is bringing about a whopping 10% of the total GDP of the nation. It is one of the greatest sources of employment for people and revenue for the government. The industry comprises of different sectors that include call centers, contact centers, back office, data entry, medical transcription, software and gaming development, tech support, engineering design, creative services and so on. In addition, there is an IT-BPO industry that has had a great impact on the economic growth of the country. Here is a list of top 10 players of BPO industry in the world. 

Top BPO Companies in the World

BPO companies have climbed up high in the success ladder in recent years, providing a much-needed push to customers worldwide.  Here is a listing of some of the top BPOcompanies in the world.

 BPO companies in the world.

1. GENPACT

Genpact is one of the top BPO companies that include India-based business process operations for GE Capital. It is also one of India’s best BPO in the world.

2.  CAPGEMINI

Capgemini is considered one of the leaders among the BPO companies around the world and is the French IT company that offers professional services for more than 40 companies around the world.

3.  CBRE

CBRE occupies the fourth place among some of the top BPO companies. It is a US based company located in Los Angeles. It promotes real estate services such as project management and property sales.

4. INFOSYS

Infosys BPO Company was set up in 2002. This company does great outsourcing services and offers services to 125 clients across the world, with over 21,400 employees.

5.  ACCENTURE

It is an Ireland-based global management consultancy and a top technology service company. It is the biggest leading BPO Company in the world with the largest consultation firm to boast of globally.

6. WIPRO TECHNOLOGIES

It is a well-reputed company and offers top class BPO services along within IT services and consultation. This BPO company manufactures a huge range of beneficiary equipment such as Wipro desktops, servers, and notebooks.

7.  HCL TECHNOLOGIES

It is a globally reputed BPO company and offers infrastructure services along with business process outsourcing and other IT services. It has earned itself a reputation of providing excellent services to international clients as well.

8.  TCS BPO

It is one of the top players in the Business process outsourcing industry. It offers services in a number of fields such as Banking, KPO Finance, and Accounting, HR outsourcing, Healthcare, Telecom, and Insurance.

9.  AEGIS LIMITED

Aegis is one of the top global business service and one of the top providers of customer experience management. It is a famous Business process outsourcing (BPO) company acknowledged all across the world.

10. CONVERGYS

Convergys is a world-class customer management firm and boasts of over 125,000 employees globally and it is based on Cincinnati, Ohio and one of the top BPO companies in the Philippines.

There are other big BPO companies such as IBM, Cognizant, ISS, Stream Global Services,  NCR, EXL Service Holdings, Transcosmos, Sitel, Quatrro and many others perform high-tech service programming and offer their global economic services to customers.

6 Reasons Why Off-shoring to the Philippines

Outsourcing and offshoring of business processes have been carried out by companies over the last two decades. The Philippines is easily one of the top nations to offshore locations in the world and there are a number of reasons why outsourcing to the Philippines is one of the top decisions for most business owners.

If you haven’t dabbled in offshoring yet and planning to the offshoring to the Philippines and you are thinking of trying it out then consider the following reasons why outsourcing to the Philippines makes for a positive impact in the operations of many companies in Western countries. Check out the top reasons for offshoring to the Philippines. 

1.       English is the official language

The Philippines is one of the largest English-speaking nations in the world and Ninety-two percent of Filipinos can speak the language well and most speak with a neutral accent that is really easy to understand. 

2.       Filipinos are also highly educated

The literacy rate of the Philipinos rests at a steep 97%. The government is constantly trying to provide the education system a strong boost up to live up to global standards. Higher education and training in various fields are given a lot of importance. The Philippines boasts of several private colleges and universities that can provide education in a number of disciplines.

3.       Qualified talent to boast of

Quality education and on-the-job training opportunities brush up skills and help with competent professionals right from web designers, engineers and software developers to copywriters, digital marketers, drafters, and estimators and so on.

4.       Burgeoning  reputation in the outsourcing sector

Right from call centers to the expanding back-office operations, the Philippines has dived into numerous sectors flourishing in each one of them turning out to be the best outsourcing hubs in the world. It has certainly become one of the trusted offshoring destinations from clients in the United States, the United Kingdom, and Australia and many other countries. 

5.       Cultural similarities

While Filipinos have an innate culture of their own they are also attuned to Western culture. Many thrive in cosmopolitan environments that open them to new global trends and Western culture. So, they can keep themselves updated, even if they live in suburban places. 

6.       Tech-savvy orientation and access to top of the line equipment

Telcos in the Philippines has sharpened their competitive skills over the years and are continuously trying to up its service offerings. Computer software and hardware, and other peripherals and other equipment, are readily available from the trusted local suppliers. If you are planning to employ workers from the Philippines, getting them to equip their standards will not be a problem. Filipinos are also highly adaptive to the vagaries of technology, the Internet and social media.

Improving Customer Service: 4 Effective Ways of Providing Enriching Experience To Your Clients

Customer service plays an elemental role in the success of every business. This system of assistance and advice by the companies is specifically designed to assist the customers or clients of the brand. They are the most essential part of a successful business and there is no way you can ignore them. A strong customer base and customer satisfaction are of paramount importance.

In simple words, customer service is the support you provide your customers for your using your services and products. It is important to ensure that they have a hassle-free experience and they are willing to use your brand again. Many businesses rely on customer service outsourcing to maintain their customer base.

Customer service call center is a rising trend. Many businesses are shifting their focus to this domain and consider it the key to achieve business goals. Earlier, marketing and promotional activities were considered the most important way of creating a brand image. However, things have changed and entrepreneurs believe that customer satisfaction and customer assistance must be the top priority when it comes to fulfilling core business goals.

Call center services in the Philippines focus their customer assistance activities to create and maintain positive brand image and reputation, create brand awareness, improve sales, acquiring feed backs, solve after or pre-sale queries, and provide solutions. All of this is important to retain customers and ensure customer loyalty. If you are looking to improve your customer services, here are a few effective ways to do so.

Train Professionals with Strong Customer Service Skills: Most of thecustomer service call center begin their training by imparting the right skill set to their team. It is extremely important that the professionals are experts in the right skill sets to fulfill customer needs and expectations. No matter how technologically updated the business is, it is important that the customers are empathetic and patient towards their clients. Every customer and their needs are unique. The professional must be able to handle the customer query and provide adept solutions. Besides, they must have excellent communication skills in order to communicate effectively. They should be able to clearly convey and receive the message. In addition, they must be knowledgeable. The professionals must have complete knowledge of the products and services offered by the company.

Customer Feedback: Another important way to improve customer service is through customer feedback and surveys. This is not only important for customer service call centers but also to improve the overall business. These days there are many ways to acquire feedback from your clients. Telephonic feedback, feedback forms, emails, and SMSs are some of the common techniques businesses rely on seeking customer inputs. This is an excellent way to learn more about customer expectations and needs. Thus, improving your customer service and overall business strategies.

Updated Technology: Technology plays an important in customer service outsourcing. It ensures enriching experience for the customers. Many business processes outsourcing in the Philippines rely on sophisticated technology to cater to their customer base. It is imperative that the businesses deploy the right kind of technology that will help them interact, communicate and assist their customers and clients in just the right spirit.  Poor and outdated technology can stagger even the most efficient employee of the company. Hence, it is important to stay updated and have a good structure.

 Focus on Customer Interactions: Interacting with the customer is the core intention of setting up a customer service call center. Therefore, make sure that customers are heard well when they talk about their problems related to the products and services of the company. Make sure you are able to establish trust and rapport with your clients. Finally, a regular follow-up until the problem is solved is a must to make customers satisfied.
    
Apart from this clarify the core intention, mission and goals of your business. Make your team aware of the sales target and strategies to achieve those goals. Design strategies that will help your customer gain an enriching experiencing. Remember, impressive customer care is a key to ultimate success.

Business Process Outsourcing in the Philippines: Statistics and Overview of the Future

Outsourcing services is a rising trend around the globe. It is defined as a contractual agreement between companies agreeing to hire another company’s services to perform certain jobs. Business Process Outsourcing, also known as BPO, is one of the subsets of outsourcing that emerged to become a huge industry in the global market. BPO is a business practice wherein a company outsources operations of a business process to another company that acts as a service provider. The industry has various sectors such as call centers, back office, contact centers, tech support, data transcription, animation, software development, game development, medical transcription, data analytics and more.
Over the years, the Philippines is one of the biggest contributors to the growth of the global BPO industry. It has grown to become Capital of the BPO Industry. This is simply because of the rapid advancement of business process outsourcing in the Philippines. In a very short span of time, this sector has become largest source of employment for the Filipinos. At the same time, it has become second largest contributor to the development and growth of the economy as well as of foreign exchange earnings.

As call centre service providers and other BPO industry services, the Philippines has become the top destination among the biggest businesses. It remains attractive to many foreign clients due to various reasons. Low operational costs and proficiency in the English language are two prime reasons why foreign investors are drawn to the Philippines for third-party operations. Business Process Outsourcing of the Philippines has overtaken its rival and it now covers about 16-18% of the global market share of the industry. Out of which, a large percentage is contributed by sub-sector contact centers. The overall industry, employees more than a million of Filipinos and has earned $23 billion in revenue in 2016. The growth of the industry is unstoppable. According to the Contact Center Association of the Philippines, the BPO industry is forecasted to grow by 7 to 9 percent in future. And by 2022, the industry is projected to make $40 billion in revenue.

Philippines call centers mainly cater to Australia, UK, and USA accounts. However, the United States is the country’s biggest outsourcing clients. About 65% of the total BPO business comes from the USA. In addition, the BPO companies have acquired clients from Europe and New Zealand in large numbers, too.

By the end of 2018, there are about 851 registered BPO companies and more than half of them are call centers. President Rodrigo Duterte has declared the industry as the largest contributor to the country’s GDP. According to the latest data, about 575,600 Filipinos have jobs in BPO sector. Out of which, about 87% percent is in call centers. The remaining numbers have found employment in the IT related BPO sectors. As per the latest trends, it is forecasted that almost 700,000 additional job opportunities will be created by 2022.

The industry continues to widen its scope by basking into the opportunities provided by new technological innovations like automation, artificial intelligence, and robotics. From basic back-office jobs, the business process outsourcing in the Philippines is aiming to add higher-skilled operations to its list of third-party services. The companies are also looking forward to creating changes in the industry by adapting to new technologies and hiring mathematics professionals and engineers for the data analytics field.

In the era of technological innovations, the BPO industry is expected to undergo a major shift. As the industry expands, the foreign clients wish to invest in the Knowledge Process Outsourcing (KPO) sector. This sector is information driven sector and it functions through the process of outsourcing of knowledge and related activities. The responsibilities include gathering, managing, and analysis of huge data and knowledge. Some of the primes services in this sector includes data analytics, insights, market research, data management, data integration, legal processes, actuarial science, and more.
Nonetheless, the BPO industry continues to grow by leaps and bound. A slight slowdown was experienced in the year 2017, but it has shown significant improvement in the year 2018.

Best BPO Companies in Philippines And Impact on the Economy

Business Process Outsourcing is one of the leading industries in the global market. The BPO industry in the Philippines is one of the youngest yet one of the biggest contributors to the country’s growth, development, and economy. Today, it is called the “Sunshine Industry” and the country is known as the “Capital of the BPO Industry.”

Growing at a very fast rate, it is the booming industry that is expected to grow bigger until 2020. As per the latest reports, this industry is responsible for whopping 10% of the total GDP of the nation. It is one of the greatest sources of employment for the citizens and revenue for the government. The industry comprises of various sectors that includes call centers, contact centers, data entry, back office, medical transcription, software and gaming development, tech support, engineering design, creative services and more. In addition, there is IT-BPO industry that has a great impact on the economic growth of the country. Here is a list of top 15 players of BPO industry in the Philippines.

Top BPO Companies in the Philippines

The BPO industry is relatively new. However, it didn’t take the Philippines too long to emerge as the leading offshore outsourcing destination. Many western companies prefer to set up their call center services in the Philippines.

In 1992, the very first contact center Accenture Global Resource Center was set up by Frank Holz. This was the stepping stone in the BPO world. The Business Process Outsourcing industry in the Philippines has come a long way since the first contact center was established. The Philippines call centers have made a name for themselves globally. list of BPO Companies in the Philippines

1. Accenture Inc: Accenture is a Fortune Global 500 company that was established in 2009 in Dublin, Ireland. It is a global management consulting and professional services company that has a wide range of services to offer including strategy designing, consulting, technology and operations.
2. Covergys Philippines Inc: Convergys is a large corporation that finds its origin in Cincinnati, Ohio. It specializes in customer and information management products and services. Convergys Philippines Inc. is a leader in customer care services with extensive experience in sales, customer care, marketing, surveys, research and more.
3. Teleperformance: Headquartered in France, Teleperformance is the leading company providing customer management services. The company was founded in 1978 by Daniel Julien in Paris. Today, it provides services for customer acquisition, customer care, tech support, debt collection, social media management and more.
4. 24/7 Customer Philippines Inc.: This is one of the best BPO companies that is dedicated to provides customer experience software and services. The company makes use of Artificial Intelligence and machine learning to develop their products. It was established by P.V. Kannan and Shanmugam Nagarajan in 2000 and it is headquartered in San Jose, California.
5. Sutherland Global Services Philippines Inc.: It is a process transformations company that was established in 1986. The company uses Six-Sigma based theories to rebuild processes to match the speed and perspective of the digital age. It uses design thinking and data analytics to create wonders and help their customers achieve their goals.
6. Sitel Philippines Corp.: Sitel, the short form of Systems International TELemarketing, was set up in 1985 in Miami. It is the number customer service provider and customer experience management company. Sitel Philippines is the Filipino counterpart of the company that offers its customers a range of Customer experience solutions, business process outsourcing, tech support, and more.
7. Telus International Philippines Inc.: Started as small company Ambergis Solutions in 2001, Telus today is a pioneer in the global BPO industry. They are committed to providing innovative solutions for excellent customer experience. The company was renamed in 2007 as TELUS International Philippines under the parent company TELUS in Canada.

Apart from these, there are many outsourcing BPO companies that provide call center services in the Philippines are TeleTech Offshore Investments B.V., Stream International Global Services Philippines Inc., Sykes Asia Inc., Aegis People Support Inc., Emerson Electric, and more. All of these and other BPO companies are growing rapidly, making the BPO Industry in the Philippines reach its glorious best.

Top Reasons to Outsource to a Philippines Contact Center

The Philippines has emerged as a top Business Process Outsourcing industry. Over the years, the country has surpassed its competitors like Malaysia, India, Indonesia, China, Myanmar, and more. Today, big and small companies, all rely on Filipinos back office services, customer support, creative services, IT support, software development and most importantly contact centers. 

There are many reasons why companies prefer call center outsourcing , especially to the Philippines. Outsourcing outbound call center services as well as inbound call center services, are the latest trend that entrepreneurs have complete faith in. For many companies, this strategic move comes only after their customer base has increased significantly. By partnering with offshore BPOs, the businesses are able to reduce the burden of essential yet redundant task like documentation, data entry, customer inquiries and more.  

Call center outsourcing is one of the most important segments of the Philippines BPO industry. Without setting up an additional department, outsourcing call center services in the Philippines has numerous benefits. Here are some best reasons why businesses prefer outsourcing inbound and outbound call center services to the various cities of the leading offshore call center destination like Manila, Cebu, Clark, Davao City and more. 

Low-Cost Operations: One of the top reasons why call center outsourcing is a rising trend because it reduces operation cost massively and enables businesses to save more money. The Philippines offer low-cost labor and quality services. When compared to western countries, the salary offered to the employees of outbound and inbound call center services is much lesser. Additionally, the operational cost is also significantly lower than the companies located in Latin America, Europe, and other places. This means outsourcing contact centers in the Philippines give companies opportunities to save money and maintain their capital.  

Efficient Communicators: Filipinos are considered great communicators because they are proficient in verbal and written English. They not only have excellent English language communication skills, but they also possess a neutral accent. This means that they speak English without any accent. This is exactly why British and American companies prefer hiring Filipino call centers as it is easier for Westerners to communicate with them. They are confident and fluent in the English language and can carry out effective communication. 

Support from the Philippines Government: In less than two decades, the Philippines has risen to become the leading BPO industry, globally. None of it was possible without the government support. The Philippines government has offered generous support and initiated programs to encourage the growth of the industry. The government offers tax incentives, and training programs to encourage foreign investments. Over the years, the industry has become to one of the biggest contributors to the economy. Forecasters have predicted constant growth for the industry until 2020. 

Educated and Skilled Professionals: Besides speaking excellent English, the Philippines boasts of the talented and highly educated young crowd, ready to be employed. With high literacy rate, the universities across the countries offer programs that provide knowledge and skills required for inbound and outbound call center service companies. Therefore, many businesses want to partner with call centers located in the Philippines.

Apart from these reasons, the Filipinos are respected for their world-class work ethics and hospitable attitude. At the same time, the companies established here offer state-of-the-art technology that is essential for the success of the business. The quality of service provided by these offshore partners is excellent. It helps the businesses to focus on achieving their core missions and goals.