Utilising the Philippines for Call Center Outsourcing

Having a call center in the Philippines contributes greatly to customer satisfaction and the productivity of your business.

A2B Outsourcing can help with setting up a new component of your business for a call center based in the Philippines as well as help with enhancing a current business process.

When your business makes the decision to outsource its calls to the Philippines, A2B Outsourcing works with you to develop a standard business practice that is a money-saver as well as increases efficiency in the customer service aspects of the business process. When you utilize a call center offshore, a company extends its business boundaries to create a complete offshore team at an exceedingly reduced cost to developing a local team in Australia.

For example, one full-time call center agent in Australia brings a cost of up to AUD$62,000 a year, while one offshore call center agent based in the Philippines makes an average salary of AUD$24,000 a year. This kind of savings for the average business owner is at least a million dollars annually at a rate of 50 full-time contact center agents.

Call Centre in the Philippines and Benefits to Customer Service

Economically, when a business outsources their call center agents with A2B Outsourcing they have given themselves an opportunity to employ more call center agents for each shift because of the amount of money saved overall. This will lead to an increase in customer satisfaction based on quicker response time from all call center agents and a reduction in delays for customers.

Additionally, outsourcing inbound calls allows for the implementation of industry experts. Since the majority of Filipinos speak English as their primary language, they can communicate using optimal English skills—that means customers can communicate comfortably with them and get the satisfaction they are expecting.

Call Centre Roles

A2B Outsourcing will help in finding industry experts to take on the role of a contact center agent These experts are also valuable in assisting in training managers to train onboarding staff on how to handle challenging customers. The standard roles of offshore teams are as follows:

• Operations Manager

• Team Leaders

• Tier 2 Agent and Industry Experts

• Customer Service and Customer Support agents)

• Telemarketing (outsource inbound calls)

• Debt Collection agents

• Quality Assurance agents

• Training specialists

• Technical support staff

Challenges with an Outsourcing Call Centre

A business must be mindful of the challenges that come with outsourcing inbound calls. The principal concern at A2B Outsourcing is to address customer concerns with call center agents with thicker accents and pauses in call communications due to overseas connections. We have worked tirelessly to eradicate these types of communication issues so that you can rely on premium call center services for every customer.

Our pride at A2B Outsourcing is in offering all our customers the height of quality infrastructure, including call center teams that are committed to the best in customer service. We communicate the need for our clients to collaborate with us in this process with daily interaction with the offshore and local call center teams.

The most exciting part of incorporating new technology into a business is that A2B Outsourcing can work with you globally, a vital aspect to sustaining the culture of any business. Enabling video calling with an offshore call center team is one way to develop a camaraderie with the local call center team. That is why our goal at A2B Outsourcing is to utilise all our resources and carefully honed strategies to satisfy our customers’ expectations for a successfully integrated call center outsourcing in the Philippines.