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The Rise of Offshore Teams in the Philippines - Asia Telecom - ContactCenterWorld.com Blog

The Rise of Offshore Teams in the Philippines

There was a time when outsourcing was unheard of in the Philippines. But in the early 1990s, the first contact center was established in the country, and since then it has grown into a BPO hub.

The Philippines BPO industry is the second highest revenue generator in the country, with billions of dollars in annual revenue, next only to the money that the overseas foreign workers generate.

Today, the country is home to a myriad of services, not only catering to business process outsourcing, but also to other business activities such as KPO, ITO, and ESO.

How did the industry grow?

The first BPO was launched in 1992 by Frank Holz through the Accenture Global Resource Center. During that decade, the Philippine Congress passed laws that made the country a welcoming  place for businesses to thrive. This law allowed foreign corporations to put up businesses in the country and enjoy low tax rates and government subsidies.

In the late 1990s, companies like Sykes and eTelecare joined the scene, and this was followed by People Support and Convergys in 2001 and 2003, respectively.

As the BPO industry thrived, so did the economy. Real estate companies boomed, and offices were now easier to acquire or rent at affordable rates. And because there was a rise in the country’s economy, more people could go to college, thus giving birth to a pool of talents that can service anything that can be done offshore.

What services can you avail from Philippines ITES companies?

Today, an offshore team in the Philippines is no longer just about contact centers. There are hundreds of services that foreign businesses can outsource here, including back office bank work, payroll, marketing, healthcare, and so much more.

  • Contact centers – these are the largest BPO companies in the country, offering services in various verticals and different customer service channels (chat, email, voice) from telecommunications, healthcare, credit card and banking, utilities, and other businesses that require the support of live agents.
  • Virtual Workers – these are companies that offer services that do not need customer contact but are leaning towards knowledge process outsourcing activities such as payroll, accounting, game development, big data analytics, graphic designs, transcription services, and social media marketing.

Summary

The country remains to be at the top of the outsourcing business globally. And as such, you can expect that an entire economy, including the government, fully supports the industry. If you build your team in the Philippines, you can rest assured that you will get top quality services for whatever it is that you need.

You can collaborate with contact center managers, or manage your virtual workers yourself and ensure that they deliver services at par with your expectations. There is no shortage of talent in the country, and more and more new graduates every year are seeking to become part of an offshore team.

It provides them with an avenue where they can exercise or apply their knowledge—which makes them passionate workers—in the STEM industry, which includes not only customer service but technical and mathematical endeavors. For inquiries, write to bd@athl.com.hk.

Source: https://www.asiateloutsourcing.com/the-rise-of-offshore-teams-in-the-philippines/

Publish Date: February 15, 2019 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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