For companies of all sizes, outsourcing back-office services like call centers to the Philippines is a wise investment. By doing so, businesses can save up to 50 % on labor and operating costs. "They can also boost business efficiency and improve customer experience (CX) by optimizing functionality in critical areas like customer and technical support, human resources, telemarketing, finance, and more," says Ralf Ellspermann, CEO of PITON-Global, a mid-sized outsourcing provider specializing in high-performance call center services in the Philippines.

The Philippines is home to over 800 outsourcing companies providing call center services, so competition in that arena is fierce. To compete effectively and attract foreign clients, the country's contact centers must have deep expertise and a track record of success. Business process outsourcing (BPO) in the Philippines, however, goes beyond call center functions. Contact centers are also equipped to handle all of the top five outsourced services: customer care, telemarketing, technical support, lead generation, and debt collections.

Let's take a look at each.

Customer service

The Philippines' reputation for delivering first-rate customer service is one of the main reasons the country is the world's #1 call center outsourcing destination. Filipinos' English proficiency and neutral accents give them a competitive advantage over call centers in India, and their warm and genuine personalities enable them to establish an immediate rapport with customers.

Plus, call centers in the Philippines operate day and night shifts, including weekends and holidays, which enables them to offer 24/7, round-the-clock support. Giving customers the ability to contact a company at any time of day or night significantly boosts trust and customer loyalty while improving the overall CX.

Telemarketing

Philippine BPO providers are also skilled at direct marketing, contacting prospective customers to sell products and services. Outbound telemarketers typically reach out to target audiences through cold calls, web conferencing, emails, and social media connections.

Outsourcing their telemarketing function means companies can save on costs while not compromising on the quality of remote teams. As with customer service, Filipinos' proficiency in speaking fluent English and their professional demeanors are perfect for effective telemarketing.

Technical support

Call centers offer technical support, perhaps teaching a customer how to complete a task or guiding them through troubleshooting a problem and then correcting it. Resolving technical issues is vital to a satisfying customer experience.

Outsourcing technical support services to contact centers in the Philippines ensures that customer needs are addressed by highly qualified specialist staff. Agents can answer questions promptly because they already have all the tools and expertise needed for the job.

Lead generation

Engaging with potential customers who might not be aware of a company's product or service is the critical first step in the sales and marketing process. It involves making outbound calls or sending other communications to a targeted audience of potential leads. When done right, lead generation can pump a steady stream of fresh prospects into a company's sales funnel.

Lead generation aims to spark interest in a product or service, build a sales pipeline, and fill it with high-quality prospects. The better call centers in the Philippines utilize the latest technology to effectively track specific data, identify keywords, and perform sentiment analysis, all vital to dynamic lead generation.

Debt collection

Call centers use any available contact information to try and reach debtors and recover outstanding balances. The main goals of debt collection are to contact as many debtors as possible, convince them to begin repayment, and collect the largest possible percentage of each outstanding debt.

Debt collection call centers in the Philippines have successful track records interacting with debtors to recover payments due. They also keep abreast of the constantly changing laws and regulations governing the debt collection industry. By partnering with a debt collection agency in the Philippines, outsourcing clients can rest assured that no legal concerns will develop.

Call center services are typically the first area that US companies think to outsource, but they needn't be the only one. The thriving BPO sector in the Philippines can offer a wider array of services to businesses that are seeking excellent offshore outsourcing solutions.