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Using Serviced Offices as a Quick Start for Your Philippine Offshore Team - Asia Telecom - ContactCenterWorld.com Blog

Using Serviced Offices as a Quick Start for Your Philippine Offshore Team

Globally, the BPO industry is referred as an economic pillar, lifeline and powerhouse. Offshore outsourcing companies became an integral contributor to world economies. Oxford Business Group (OBG) even described it as “one of the largest white-collar employers” in many countries. The Philippines ranks third in the BPO industry. There are countless hubs in and around Metro Manila; economic zones and provincial metropolitan districts catering and garnering high satisfaction ratings from serviced offices. More so, voice-work here has the highest position in the outsourcing industry, evidenced by the top 16 offshore call center projects the country secured in 2016 and registry of 3 new outsourcing companies weekly.

The 2017 A.T. Kearney Global Services Location Index reported that the Philippines steadily remain a leader in the service industry. This is a very good indicator that the Philippine BPO industry has a strong foothold in the global outsourcing market.

The Philippine macroeconomic model pays close focus, gives leeway and incentives to promote the expansion of global in-house call centers in the country. Initiatives have been undertaken in high-value fields like engineering and legal BPO to design mechanisms that will hinder the threat of automation. It is also proactive in giving the sector all the necessary support including tax shields or incentives.


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The country aims to maintain its position in the global market and gain advantage over worldwide competition.  Today, BPOs significantly improved their services by merging human and artificial intelligence in their service protocols. This further lure new investments; ensuring millions of jobs and other employment opportunities to citizens while having the success of investors in mind.

Visa, a leader in the Banking and Finance Industry, opened a number of centers in the country to service millions of their clients. Investments like these from major industry players reflect highly on the viability and profitability of setting up inbound offices and having offshore teams here. The country even doubled the World Bank’s estimated lifetime BPO revenue of $50B to more than a $100B.

Aside from language skills, Filipinos are highly educated with strong customer service orientation. They are capable not only in handling diverse customers, knowledge-intensive IT and business services but also research and project development. Filipino workers have proven themselves to be easily and highly trainable. This is a big save on training cost specially, in the IT field.

IT training, for the average Filipino, starts in secondary school. Continuous IT education is later given in college. It is integrated in university curriculums in all fields of learning; making Filipinos computer-literate, even proficient, at the time of employment. This is an advantage investor appreciate.

These factors make Filipinos desirable employees to foreign employers. Many skilled graduates and workers are funneled out of the country by multinational corporations. They have seen and experienced the promising potential Filipino talents contribute to business growth. Philippine GDP Report shows that overseas remittances from migrant Filipino workers account for the 10% of the country’s GDP over the past decade while BPO income contributes 5%.

Further, the Philippine IT-BPM alliance had given the industry a voice. They collaboratively seek to further improve the country’s service quality to secure 15% global outsourcing market share as stated in its Roadmap 2016-2022.

Roadmap22 aims to further improve the skills of BPO agents to become globally competitive. It will arm Filipino talents with multi-industrial expertise, keep up with technological innovations in AI, software, analytics, big data and use them to the benefit of the emerging sectors serviced worldwide. This assures growth and profitability to the country and to all inbound offshore operations. They project that this will further boost the country’s market standing globally. For inquiries, you can write to bd@athl.com.hk

Source: https://www.asiateloutsourcing.com/9-using-serviced-offices-quick-start-philippine-offshore-team/

Publish Date: February 19, 2019 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



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