Call Centers in Philippines: Top Outsourcing Choice for SMEs

More organizations in the United States, the United Kingdom, Australia, and other developed markets are opting to use business process outsourcing services in the last few years. The advantages clearly outweigh the disadvantages of managing in-house operations. There are currently call center compaines in the Philippines, India, Pakistan, and also in East European countries. India used to control the majority of the business, but over the last decade, the Philippines has grown significantly to become the world’s contact center capital. Here it is important to mention that the Philippines is becoming a leader in the voice segment while India is continuing its dominant position in the non-voice space and software development space

Why Do Offshore Call Centers Offer the Most Effective Solutions?

Prior to the development of external call center services, businesses were required to establish a customer service department to handle all client calls. Sales, follow-ups, and even complaints were all part of it. Though there are advantages to this, not all businesses have the resources to acquire, train, and manage an in-house staff. Furthermore, not all businesses have the technology and infrastructure in place to handle the influx of calls from multiple regions on a regular basis.

Further, by doing an in-house operations company has to spend much higher wage bills in its native country. The cost and responsibility of recruitment are also on the company. Recruitment in mass numbers is a complex initiative and well-populated countries like India and the Philippines take this load off from the clients in the US, UK, or other developed economies

To provide answers for this, contact centers began to crop up in the mid-1990s, when the internet was first becoming more prevalent in enterprises. Companies no longer had to educate and manage employees whose primary responsibility was to respond to customer calls. These call center firms were frequently located in a separate city or upcountry location. Then the expansion  of call centers happened to other countries such as India, the Philippines, and nearshoring countries to the US in particular

Later on, the focus of call centers became very sharp in India and the Philippines in particular. The Philippines had a natural advantage over the rest of the world in the voice and customer service segment with good English skills and accent. The Philippines thus became a preferred destination for US and Australian companies. For many years, India dominated the call center sector in terms of market share, until the Philippines emerged as the undisputed leader in customer service over the previous decade. The Philippines is generally leading in the voice segment which covers telesales and account management also

 Highlights of the Philippines Call Center Industry

Currently, the Philippines has the largest market share in offshore customer service (and overall voice segment of the industry) and has held this position since 2014. According to the most recent statistics acquired during the previous three years:

• BPO Industry employs 1.5 million Filipinos
• BPO industry produces about US$ 30 billion in revenue and is an important earner of foreign exchange

There are two types of companies that use the Philippines as their call center destination:

1. Captives – Captives are large MNC companies that have huge back-office hubs in the Philippines. The captives are managed by the company and they take advantage of the Geographic expertise developed in the Philippines and pick the cost arbitrage in the process
2. Professional Outsourcing companies – These are outsourcing companies that are hired or contracted by large enterprises and MNCs to manage their back-office or call center operations in the Philippines

As a result, many multinational corporations now rely on Filipino contact center operators to offer offshore customer care. Among these are:

• AT&T, Amazon, Google, Citibank, Maesk, Wells Fargo, and JP Morgan are some examples of large MNC’s that have major captive operations in the Philippines. These captives have seats ranging from 5000 going up to 30,000 in the Philippines
• Then there are large BPO’s such as Convergys, Accenture, Teleperformance, Transcom, Alorica to name a few that have huge operations in the Philippines going up to 100,000 seats

As the Philippines’ offshore outsourcing business expands, the Philippine government has reinforced its rules to safeguard multinational corporations that rely on the country’s outsourced services. Some of the causes behind this are as follows:

• To match worldwide norms, data privacy regulations have been enhanced.
• Government-led training facilities have been established to provide individuals with free call center training.
• The Contact Center Association of the Philippines was also formed in order to boost the country’s Information Technology and Business Process Management sector’s strategy for 2022, with the goal of accelerating the outsourcing industry’s growth even further.

It is right to choose the perfect outsourcing company partner for your business

It is critical for your firm to select the best offshore outsourcing partner. Despite the fact that there appear to be many who appear to give comparable services, not everyone is able to deliver the greatest quality and maximum efficiency despite the low cost.

The first step in learning about a company’s offerings is to visit its website. Its portfolio, history, and website content should meet international standards. Furthermore, the organization must have the necessary technology infrastructure to enable outsourced activities. To ensure the quality of job production, employees must be well-trained and have low attrition rates.

Security must be carefully considered as well. In an age where information is becoming increasingly important, organizations must ensure that corporate and client information is always safe.

Asiatel Outsourcing as your Trusted Outsourcing Partner

Asiatel Outsourcing provides unique product options that cover varied need some of the best offshore business procedures, assuring quality, efficiency, and information security. With over a decade of expertise in diverse sectors, we bring a wide range of experience. Our outsourcing is bespoke with “not same size fits all” kind of approach.

We are your team in the Philippines
For a free 30-minute consultation, write us to bd@athl.com.hk

Source: https://www.asiateloutsourcing.com/call-centers-in-philippines/

2023 Buyers Guide

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Automation

 

1.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.)

Auraya EVA Voice Biometrics Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o... (read more)Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent. Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers or switching applications to access OTPs can result in inefficient and cumbersome customer experience. Time is wasted trying to verify customers with insecure methods. EVA works in English out of the box but can be configured to work in languages other than English. Recognising what specific digits are spoken using EVA's native speech recognition is only available for the English language out of the box. EVA has additional capabilities such as real-time fraud detection and digital channel enrolment and verification options that can be turned on with customisation services from Amazon Connect consulting partners. If you are interested in these additional features, please contact an Amazon Connect consulting partner that is an authorised Auraya reseller partner.

3.)

Call Adapt Soundboard Software Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.)

CieloCX Voice to Digital Connect, Agent Guided Workflows Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support en... (read more)Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues. Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues. Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution. Our Applications support entire journeys including automated alerts and notifications throughout the time to resolution. Applications include Order Status Chatbots, Product Returns with Refund Workflow, Product Registration, and Exchange Smart Forms, Patient Pre-Visit Consent with Touch Screen Signature, Personal Lending with Proof-of-Income Image Capture, Knowledge Base, and How-to-Video Troubleshooting. We provide a scalable set of SMS applications designed to help you rapidly deploy new journeys of any size with no impact on IT resources.

5.)	Cognigy Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

6.)

Consilium Software Consilium UniCloud™ UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C... (read more)UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models. With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (CCX, UCCE, and PCCE), communications managers (CUCM), voicemail (Unity Connection) and IM & Presence by up to 85% which leads to the faster onboarding process for a new customer. A Self-Care portal within UniCloud™ is effectively managing services specific automation of MACDs (moves, adds, changes and deletes) allowing end-users to perform Day-2 related tasks of their own while reducing the basic operations workload of support teams. Consilium UniCloud™ enables enterprises and service providers to manage and automate the delivery of Cisco-based Unified Communications as a service (UCaaS) and Contact Center as a service (CCaaS) offerings using single, centralized management and easy-to-use administration interface, with role-based access providing granular control over permissions, limiting potentially unauthorized or inadvertent transactions. With its unified portal for UC and contact center provisioning, multi-tenancy and single-pane-of-glass views and tools, UniCloud™ introduces turn-key efficiency in onboarding new customers, provisioning of users, agents, teams, skill groups, and devices, or their migration from non-Cisco platforms to Cisco, and also provides centralized management and monitoring.

7.)	eGain Corporation eGain Solve Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

8.)	Emmersion Automated Language Testing Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

9.)

OpsTel Services SPEED & PLUS 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 Perfor... (read more)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 & PLUS provides a single interface, where operations teams no longer have to rely on HR, IT or any other organization to administer agent profile data across multiple technologies in the contact center. The PLUS solution allows for simplified provisioning & maintenance of agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES! The PLUS features: *Agent Provisioning Cycle Time Reduced from Days/Weeks to 10 Minutes or Less *Fully Automated Agent Onboarding / Updating / Maintaining / and Offboarding of Agent Profiles (Identity, Access, Utilization) *Overlays and Enhances Existing Contact Center Solution Set *Enables Operations Staff to Maintain all Aspects of Managing an Agent’s Profile through “Single Pane of Glass” *Supports Multi-Faceted Agent Profile Attribute Configuration Requirements; e.g. Union Rules, Seniority Dates, Etc. *Detailed Agent Profile Audit Trails

 

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