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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


How Much Do You Save by Outsourcing to the Philippines?

As a medium-sized business, you have to take into consideration that there are several expenses that are not necessary. The processes are important, but there are ways in which you can mitigate costs. One of these ways is outsourcing to the Philippines.

Since there are many kinds of businesses and processes, we will take a small business that requires a 15-seater operation for our theoretical demonstration.

Whether you need contact center agents to serve your customers, or you need virtual assistants, you can use this example to have an overview of how much you can save if you outsource these services to the Philippines.

The Cost of Not Outsourcing

If you do not outsource, the first thing you need to look for is a real estate property. You either build your own, or you rent a facility. Even if you rent, your expenses do not stop there. You need to furnish and build your facility to site your 15 employees. You also have to pay utility bills like the following:

  • Internet
  • Gas
  • Power
  • Water

Since these expenses are subjective and will depend on how heavy your usage is, we will not include this in the equation for now. What matters most is the cost of your real estate. Let us say that you will operate in Denver, Colorado.

Here is a table of a basic projected cost of operating a site with 15 people.

 

COST OF OPERATIONS

  Notes Cost per Unit
Rent 15 people with a cost of $165 serviced space per person $2,475
Salary 15 employees @ 20 days per person with a rate of $5 per hour $36,000
Computers 15 units @ $1,000 each $15,000
TOTAL   $53,475

Your initial cost is more than $50,000 a month. And you have to pay at least $38,000 in monthly salaries and rent, not including your utility costs.

The Cost of Outsourcing to the Philippines

Here are the outsourcing benefits if you do business in the Philippines.

In the Philippines, the average salary of a person is in the range of $20 per day. Now, compare this to your average American labor cost, and you will see that huge variance in the cost of labor.

You will get the same quality of service, or better, if you choose the right partner. Now, since the outsourcing vendor will shoulder your operational costs, it will be reasonable enough to charge the same amount of salary with a U.S. employee. And with a model like this, below is your total cost.

 

COST OF OPERATIONS

  Notes Cost per Unit
Rent None $0
Salary 15 employees @ 20 days per person with a rate of $5 per hour $36,000
Computers None $0
TOTAL   $36,000

As you can see, you already have a cost savings of $17,000 right at the start of your operations. As a client, you do not need to worry about utilities, computers, security, gas, power, internet, and all that.

You can still bring down this cost since outsourcing experts know what it takes to add value to your company. There are methods, software, and processes that a vendor can recommend to you to make your process more effective and efficient to drive your bottom line. For inquiries, write to bd@athl.com.hk

Source: https://www.asiateloutsourcing.com/how-much-do-you-save-by-outsourcing-to-the-philippines/

Publish Date: February 14, 2019 5:00 AM


How Outsourcing for SMEs and Mid Corporates Can Benefit Businesses

It is a myth that only large corporations have the need to outsource. Anybody who is operating a business must, one way or another, outsource a job that eats time. But what is outsourcing and how can it benefit a small or a medium-sized business or SME’s?

Outsourcing is a process where you let someone, or a group of people do specific tasks for you. In exchange for that, you pay for the services, but a significant amount of your time is freed up, thereby allowing you to think, strategize and execute.

Tasks That You Can Outsource

To name all these tasks is a gigantic effort. But we shall provide some examples later. Ideally, the tasks that you need to outsource are:

  • Time-consuming tasks
  • Key aspects of your daily operations that can be done remotely
  • Those that are important but are not within the range of your expertise
  • Some tasks that do not require a full-time employee to perform

Examples:

  • Telecalling
  • Graphic design
  • Inbound or outbound customer service; throw in telesales if you want to so you have an added channel for your sales
  • Social media marketing
  • Payroll
  • Bookkeeping and accounting

There is a whole lot more that you can get done if you outsource to offshore teams of midcorporates. In return, you can focus on the core of your business such as:

  • Product development
  • Order fulfillment and logistics
  • Research and development

Benefits of Outsourcing

Even if you are a single-person business, you can jump into the bandwagon of outsourcing for SME’s, and reap the rewards.

Ask yourself, would you rather make the telemarketing calls yourself for eight hours per day, or have someone do it for you while you focus on creating new products that you can sell?

Apart from getting back your time, here are the other benefits.

  • Reduced labor cost – due to economic differences, you can stretch your dollar and get more value for your money if you outsource to the Philippines.
  • Pay as you need services – do you really need a bookkeeper per day, or do you want somebody who will do it on a project basis? How about the payroll tasks?
  • No infrastructure costs – if outsource, you do not need to pay the rent for an office, let alone the expenses you will typically incur like gas, power, internet, etc. You also do not have to buy equipment like computer, chairs, tables, cabinets, water dispenser, coffee brewer, etc.

Summary

So, is it worth it?

It definitely is. Outsourcing for mid corporates is a reasonable and justified investment. The only challenge that many small businesses face is that they want to do these tasks on their own due to lack of funds. But if you perform these duties, you will be stuck to where you are.

And for a long time, too.

Your business will not grow because it has no leader who can strategize. You are using your precious time doing legwork instead of staying at the top and looking at the bigger picture and delegating tasks that your outsourcing vendors must execute. For inquiries, write to bd@athl.com.hk.

Source: https://www.asiateloutsourcing.com/how-outsourcing-for-smes-and-mid-corporates-can-benefit-businesses/

Publish Date: February 14, 2019 5:00 AM


Growth Story of the Philippines Outsourcing Industry

Outsourcing was not the key strength of the Philippines back in the 1970s. It was agriculture, and the Philippines was once a top exporter of fruits and rice to many countries in the world. In the 1980s, the country saw a boom in sending Filipinos as overseas foreign workers. It was in the early 1990s that the call center business first saw the ray of light in the country.

The man responsible for it was Frank Holz. He founded the Accenture Global Resource Center in 1992, and the Philippines BPO industry was born.

As the country was trying to deal with the issues that beset the economy, Congress passed an act that would entice foreign corporations to establish their businesses in the Philippines. This act allowed foreign corporations to enjoy low taxes, and some also enjoyed the benefits of having some of their expenses like utilities subsidized by the government.

It was in 1997 and 1999 that other players entered the scene. These were Sykes and eTelecare.

And then came People Support in 2001. The company set up its office in Ayala, Makati, and provided Filipinos more than 8,000 jobs. Two years later, Convergys put up two contact centers in the country, and its then-president announced that the Philippines is going to be a part of the company’s global plan for expansion.

By 2005, the Philippines outsourcing industry accounted for 2.4% of the country’s gross domestic product and had 3% market share in the global BPO industry. The country was competing against BPO giants like Mexico and India.

By 2010, the Philippines was officially recognized as the world’s BPO capital.

Today, the world’s first choice is the Philippines ITES industry. As the BPO industry thrived, the business leaders also ensured that the country is abreast with the demands and the new technologies that the world needs so the businesses here can provide a truly global service.

Among the key business models that the country can offer are:

  • Captive Markets – a system where the BPO is set-up by the parent company itself instead of outsourcing. Examples of these are Wells Fargo and J.P. Morgan.
  • Build, Operate, Transfer – also known as the BOT model. In this system, a company will outsource its business needs to the BPO company. For a specific period of time, the BPO company will consolidate all its processes and best practices and turn over all the assets and employees to the client.
  • Third-Party – this is the most prevalent business model where foreign companies will outsource some of their business processes to either a contact center or a BPO company. Essentially, the employees are under the care of the contact center, but they use the client’s brand name and processes.

There are other models that one can check out, such as the build-from-scratch model, but the three previously mentioned methods are the most prominent.

Summary

Today, it is no longer a question of why the Philippines but rather where in the Philippines should you build your contact center. Or if you are dealing with a BPO company, it is a matter of choosing the right partner do business with. For inquiries, write to bd@athl.com.hk.

Source: https://www.asiateloutsourcing.com/growth-story-of-philippines-outsourcing-industry/

Publish Date: February 12, 2019 5:00 AM


What is Outsourcing and how does it Actually Work?

Outsourcing is simply the process of obtaining a third-party institution to perform partial business functions instead of hiring an in-house employee or department.

Outsourcing companies operate to domestically or internationally assist a corporate entity in its activities. Provide support in accomplishing business activities usually of Small-Medium Enterprises (SMEs) and individuals with financial and/or manpower restrictions. But today, more companies regardless of the size are now turning to outsourcing as it is an absolute way for business entities to focus more on its competencies, choosing outsourcing as a way of reducing costs as there will be no need to provide benefits to employees and less expenses are to be worried about.

The progress of Business Outsourcing in Asia

            Asia has dominated the world with its Outsourcing expertise. Countries such as India, Indonesia, Malaysia and Philippines are few of the most favored destinations for Outsourcing in Asia as Asia cradles a great population of highly-skilled, educated individuals to perform their expertise. These language-proficient individuals offer their specializations as English-Speaking Customer Service providers, Collections specialists, Outbound Sales Agents and Telemarketing agents.

Top Countries for Outsourcing in Asia

            India, one of the world’s preferred Outsourcing destinations, lies in its huge talent pool of resources which has a population of over 1.2 billion people and approximately 3.1 million graduates are added to their workforce every year. This, together with flexible pricing options and high-quality infrastructure and technology are positive considerations for any offshore countries to choose India for Outsourcing.

            Indonesia and Malaysia, with enormous government focus in upgrading incentives for investments as well as the strength of English-fluency of both country’s population are only few of their outsourcing advantages.

            Cost is the number one reason companies are benefiting from outsourcing in the Philippines. The cost of labor is typically half of the cost in developed countries. The client doesn’t have to pay for office space, taxes and equipment which adds up to more than 60% budget savings. English is one of the top spoken language in the Philippines thus, companies can acquire workforce with guaranteed language competency. These talents are flexible to diversified outsourcing positions- Telemarketing and Collections agents, English-Speaking Customer Service specialists, Outbound Sales Agents and desk support.

            Outsourcing in the Philippines opens opportunities for a stronger global corporate market while enabling possibilities to showcase skills and empower capabilities of Filipino experts.

Choose the Right Outsourcing Partner

Established to be the top expert of Outsourcing in the Philippines, Asiatel Outsourcing, handles a complete scope of outsourcing services striving to help clients experience exceptional solutions from across the globe. With extensive knowledge in handling Inbound and Outbound business processes from Web Chat, Outbound Sales to Tagalog, Bahasa, Cantonese and English-Speaking Customer Service through its voice call offerings. For inquiries, you can send us an email to bd@athl.com.hk

Source: https://www.asiateloutsourcing.com/what-is-outsourcing-and-how-does-it-actually-work/

Publish Date: May 25, 2018 5:00 AM


VOIP Technical Support

VoIP is a big business. There are multiple categories of players catering to the wide ranging market. The players include Tier 1 Mobile carriers going down to Tier 3 carrier which cater to more fragmented and smaller market niches

Tier 1 carriers typically have a network of their own as they are mobile operator in one or more countries. These carriers exchange traffic with tier 1 and tier 2 or 3 carriers. Tier 2 carriers operate in the same way and may ride on the network of the tier 1 carriers with a concept known as peering. The tier 3 carries may totally rely on network of tier 1 and tier 2 carriers

The market for VoIP is huge and can be used by any of the customer types to name a few:

  1. It can be a carrier to carrier termination ( between tier 1 and tier 1 or tier 1 and tier and so on)
  2. It can be corporate or SME market
  3. Retail market
  4. Call center market

The market making from all the four categories are jointly catered by tier 1 to tier 3 carriers. The routes needed for any particular destination can be from another market player and this concept is VoIP trading between the carriers. To make this trading market more effective, there are few technical stesp and technical support needed to make this business work

Components of Technical Support for VoIP

 

  1. Management of Switch

This is the important part of core technical operations and the technical staff must be competent in handling the switch. A software switch (or softswitch) is the core device in the telecom network that connects calls from one telephone to another across a telecom network or public internet. The technical team must understand functionalities of switches in and out

  1. Interconnection

As explained above that there is a need and big market for carrier to carrier termination whereby by each carrier can get access to routes offered by another. Hence interconnection is an important step between carriers. The interconnection has to be managed by live testing and matching of call details records so that there is no issue in billing or call time reconciliation

  1. Testing of Routes

There are multiple types of route such as CLI (caller line identification) or NCLI (non-caller line identification) and within the CLI / NCLI, there are different qualities with varying Average Call Duration (ACD) OR Average Seizure Rate (ASR)

The rates vary based on the type of route and its quality within the type. Hence it is very critical to do a testing of route prior to using. The selection of route will depend on the traffic profile of the final user and the cost expectations.

Testing of routes thus is a very important component of the technical support

  1. Routing

Routing is the main function of routing the live traffic on a particular route. The routing may need change based on the quality expectation and /or the rate expectation of the end user. The technical team will thus be required to point the traffic towards the right route based on the needs and commercial aspects

  1. Monitoring of Traffic

Monitoring of ongoing traffic is an important part of the technical support. The end customer may route away traffic in case the requirements are not being met and there can many more scenarios for monitoring of the routes

The technical team monitors the following:

  • ACD parameters
  • ASR paramets
  • Junk traffic, to ensure that some junk traffic is not being sent on a good route
  • Call center traffic needs different route, so this also needs monitoring
  1. Trouble Tickets and Customer Service

As the traffic between carriers can be two ways, there will be scenarios where the either side may not be satisfied with the routes. There can be several complaints that can come up during the course of traffic exchange. The technical team is thus required to:

  • Provide an interface to receive and send trouble tickets on chats or emails or phones
  • Maintain log of inbound and outbound trouble tickets
  • Monitor and track trouble tickets
  • Ensure resolution of the trouble tickets

The above six aspects are important for a smooth functioning of the technical support for VoIP. At Asiatel Outsourcing we are experts in handling technical support for VoIP operations or VoIP Trading or Wholesale Telecom business, as these terms are often used interchangeably

In case of queries, please write to bd@asiatel.com.hk

Source: http://www.asiateloutsourcing.com/voip-technical-support/

Publish Date: November 22, 2017 5:00 AM


Technical Support Campaign

After sales support forms one of the most important basis for ensuring long term success of a business. As it is said “Happy customer is the best advertisement” and the converse is also true that a disgruntled customer can create a poor image of the company and its products. With the advent of social media and the current digital age, the time span for damage to be caused by a negative or a positive view has reduced considerably and business have to be swift to manage the customer expectations

It is not uncommon to notice how a new restaurant or a newly released movie becomes either a victim of bad reviews or it gains strength on basis of the positive word of mouth. While, the above is an example based on power of first impression, however doing business is a more intricate repetition of transactions. It may also be observed that once an existing customer is aggrieved it is often followed by ranting on social media which can lead to damage in the brand image.

After sales support has two parts, one being the customer support and the other being the technical support to ensure the continuous service. The technical support is applicable in case of both B2B and B2C customers

Types of campaigns

There can be a variety of technical support campaigns

  • 1.B2C Trouble Shooting

This is a basic campaign that requires technical support in areas like getting started. Some of the beginners or non tech savvy persons may find it difficult to start using a particular phone or an electronic gadget. The tech support start can get them off the blocks with guided steps

There may other aspects that may be effecting full performance due to a missing application or a software. The tech support can do the trouble shooting and get the customer to do the right downloads to make the service smooth and as per the design

There are many industries that use this campaign such as IT Hardware ( like PC & Laptops), Smart phone, operating system of computer, white goods like washing machine, online websites, gaming companies and online education companies to name a few

  • 2.B2B Technical Support

B2B technical support is a more intricate and involved technical support requiring higher degree of problem solving. This can be provided by telecom companies to its carrier partners or by the IT companies to its customers, or by Internet service providers to its corporate customers to name a few. The industries that need this facility is large and wide

To set up a B2B tech support desk requires the right skills, the right management and also the right reporting which includes the correct maintenance of trouble tickets along with keeping a track of closure timelines

The B2B desk requires a good staffing practice to find the ideal skills sets or skill sets closer to the requirement. The B2B desk also requires the customers to work with an outsourcing partner to upgrade the skills set gap that may be uncovered.

Asiatel Outsourcing has been working on B2B Tech support in Philippines and understand the process to make this complex process work efficiently and also save costs compared to the western economies.

The queries can be sent to bd@asiatel.com.hk

Source: http://www.asiateloutsourcing.com/technical-support-campaign/

Publish Date: October 26, 2017 5:00 AM


Biggest BPO’s in the Philippines

The outsourcing industry in Philippines currently employs 1.3 Million personnel. The industry is poised to reach out to over 3 Million at the current growth rates. Taking a conservative view, we can peg the annual growth at 15%.

There are many players in Philippines and the list below is a non-exhaustive list of the largest BPO’s in the Philippines, with approximate team size in 2016. For outsourcing needs, you can avail services from any of these companies or from Asiatel Outsourcing based on your requirements

 

Some Leading BPO’s in the Philippines

S.No

BPO Name

Head Count

1

HGS 6000
2 WNS

3000

3 Accenture

20000

4

Convergys 60000

5

Cognizant 4000
6 Concentrix

8000

7 Dell

4000

8 EXL

5000

9

Teleperformance

14000

10 Alorica

2000

Other than the professional outsourcing companies, there are many captive BPO’s set up by multinational companies to take care of their outsourcing needs. Some of the important captives operating in Philippines are mentioned below:

 

Some Leading BPO’s in the Philippines
S.No BPO Name Head Count
1 HSBC 10000
2 JP Morgan 10000
3 Citibank 15000
4 Wells Fargo 5000
5 Maersk 5000
6 United Healthcare 10000

The data is collected from secondary sources through market interactions

Source: http://asiateloutsourcing.com/biggest-bpos-in-the-philippines/

Publish Date: March 9, 2017 5:00 AM


Types of BPO’s in Philippines

On a high level, the outsourcing industry is the single largest organized employer in the Philippines and is estimated to provide employment to 1.3 million workers as per 2016 figures. The World Bank and other industry experts forecasted a continuing bright future for the industry, with earnings projections that could reach $25 billion by 2016 (touching 1.5 million jobs) and $55 billion by the year 2020.

With the industry is well poised to reach somewhere in the zone of US$ 50 -55 Bn in next five years and we can safely assume doubling of the workforce from 1.3 to 2.6 Million on a conservative side. A huge ground has been covered and an equal opportunity or more lies ahead. Philippines has thus emerged as one of the top destinations for business process outsourcing

The industry in the Philippines primarily comprises of the following eight verticals or sub-sectors:

  • Call Centers
  • Knowledge process outsourcing
  • Back offices
  • Animation
  • Software development
  • Game development
  • Engineering design
  • Medical transcription.

The biggest contributor and the most commonly provided service in the Philippines is the call center largely due to the good voice skills and English language in the Philippines. The other sub-sectors like Knowledge process outsourcing and back offices are also big in scale.

There are few industries that have picked up pace in the recent years in medical transcription and animation and design. Filipinos are very creative and hence the design and animation sector holds a lot of promise for the future. There are several companies which has now achieved good scale in design and creative process outsourcing.

The future certainly lies in the subsectors such as game development and software development. The overall talent is available here in the country. The industry in synchronization with Government will have to come up with good training and skill development programs to capture the market share in this important subsector.

Source: http://asiateloutsourcing.com/types-of-bpos-in-philippines/

Publish Date: February 27, 2017 5:00 AM


Options for Setting up a Call Center in the Philippines

The businesses are competitive in free markets and this is exactly the fact that delivers value to the customers. The main customer of the Philippines outsourcing industry are the companies from the countries such as North America, Europe and Australia. All these economies are well governed markets with good degree of open market characteristics. The exact level of market freedom in each country may vary, however at a high level these are largely free market economies.

The spirit of competitive between the enterprises has been reason why the customers gets the value and this leads to innovation and development of efficiencies. The development of outsourcing market is also one of such phenomenon where the businesses are trying to offer the same services at a lower price points.

So it is by now an accepted fact, that there is a good cost arbitrage that can be picked up by a business by outsourcing to Philippines or India or by nearshoring to Caribbean countries or Mexico.

So as a business what options do you have and what factors could determine your choice?

Option 1 – Set up your own call center in Philippines

A foreign company / foreign investor can set up a company with 100% foreign equity in the Philippines. The registration typically starts with Securities and Exchange Commission (SEC). Depending upon location and / or other criteria, the company will have to file its application with one of the Government agencies such Bureau of Investments (BOI), Philippines Economic Zone Authority (PEZA), Clark Development Corporation, Subic Bay Metropolitan Authority to name a few. The detailed process about this step can be seen by visiting BOI website at www.boi.gov.ph

This option is good for companies that are mid-sized or large companies with stable business and matured process. The companies which now want to do a large scale outsourcing with an objective to reduce costs and improve efficiencies. As this step requires set up cost and set up process in terms of licenses, this option is meant for someone who is in  for a long haul.

A lot of customers do a pilot of outsourcing with professional BPO firms or do some sort of partial outsourcing prior to making a big commitment of this nature

There are several perks and incentives doled out by Government for attractive foreign investments.

Option 2 – Outsource to a Professional BPO firm

This would perhaps be the options exercised by the majority of customers. This involves sub-contracting your work to a professional BPO firm in the Philippines. The advantage here is getting access to a full scale BPO set up with experience and expertise.  Further there is no regulatory filing or set up process under this option. Likewise, there is no set up cost and capex involved in this option upfront on the customer.

This option is ideally suited for customers who are matured in operations and even for the ones who experimenting by outsourcing few seats to test the model. As this option does not involve set up time and cost

Option 3- Seat Lease and / or managed operations

Some of the customers have access to local entrepreneurs in the Philippines through previous work interactions. These entrepreneurs have the know-how, however they may not have the financial strength to set up their own call center

In Philippines, such customers can opt for seat leasing options where the seats can be leased by existing centers to such campaigns to utilize the spare capacity. However, it is advisable that the local entrepreneur does full compliance to local laws in capacity of registered company in Philippines.

The seat lease typically comes with work stations, computer hard ware and Internet. There is a value added option called the managed operations where other than the seat, the BPO offering seat lease can also provide recruitment, pay rolls and full IT support for the team including dialers, VOIP, call center platform. Both the options are possible and this works well for small companies which want a direct control over the manpower / deliverables

Option 4- Home Based

Perhaps the lease recommended and for price sensitive customer, the entrepreneurs can even hire agents on a part time basis from job sites like Upwork etc to work on their campaign. As home based center may suggest, these are fragmented operations and can only suit a certain type of needs.

Source: http://asiateloutsourcing.com/options-for-setting-up-a-call-center-in-the-philippines/

Publish Date: February 21, 2017 5:00 AM


Why & How to setup a Call Center or Outsource?

If you are racking your brains as to how to set up or outsource your call-center saving both on time and productive resources. We must explore a number of options so that we can establish clear reasons why we need to outsource call centers in the first place. Though we have an able alternative to establishing a multi-channel contact center but it is indeed an expensive proposition. One has to invest a lot in facilities equipment and technology. So what are the chief reasons we should establish effective outsourcing set-up.

Reasons to Outsource your Call-Centre

Besides the main reason of saving costs and the quality of the productive resources suitably enhanced, there are numerous other reasons to set up your call center.

  • Much Reduced Cost- Major investments are required in the form of equipment, staffing, operations for the setting up a call center. Outsourced call-centers divide these expenses between many clients. These clients benefit by paying for the services needed for transaction purposes or for paying on per hour basis. The outsourcers can also benefit from sharing agents also they can also benefit by getting more work on time and also getting reduced rate per call.
  • Flexibility- An in-house call center can be at the mercy of dipping in call volumes and suffer from lean patch when agents stay idle. Outsourcing call centers can protect these centers from these unfavorable times as there are many clients to cushion its volatility. Agents can work more effectively and manage can manage the staff more effectively, also ensuring that there are reduced rates per call.
  • Increased profits- Outsourcing your call centers can bring about a marked improvement in profits and quality productivity and performance is suitable enhanced. The overall aspect of the business gets a much-needed fillip.
  • Specialized knowledge- Specialized knowledge can help the business flourish better; outsourcing can bring quality knowledge on the table via different clients.

What are the Points to Consider When Outsourcing the Call-center?

It is important to keep in mind several points while outsourcing the call center. The following points can help in outsourcing your call center.

  • Location- The location takes center stage when outsourcing call centers as many things depend on this particular decision. Consider the  exchange rate, economy and environmental issues, also a poor government infrastructure influences the wage structure as well.
  • Accent- In order to preserve your brand image find a call center with discernible accents which helps you to manage your business better. Check on their accents via skype and try and gauge whether they are able to express themselves better in clear accents.
  • Specialization- Call centers vary greatly in specialization. For example, if a call center is good at providing technical support it won’t be much good for online clothes retailer. Make sure you ask to see relevant case-studies which would help you to gauge whether they are good at your kind of industry too.  Choose the call center which goes in line with your kind of business.
  • Security- While thinking of outsourcing your call center make security measures the most important fixture in your scheme of things. You should ensure that your proprietary data does not come into any harm. Physical safety along with technological safety is another point to consider while outsourcing your call-center. Urging hem to sign a nondisclosure should gain paramount importance. Security measures are important so that you can attain the peace of mind required to establish a good business.
  • The portfolio of clients- The portfolio of clients must be seen to decide whether the companies they have worked for have sung paeans for their work. As you have to be sanguine whether the call center you are choosing has served a good number of companies in the past. Also, it might be the other way round as well the call center might be used to working with large companies and yours is relatively small set up so your choosing the particular set up may not benefit you in the long run. Examining the call center’s client list might give you an idea what kind of companies they have worked for before, what it is offering and which are the companies suit them best.
  • Suitable time-zones- It is advisable to choose a call center which is adaptable and can work in different settings of time, like overnight processing of calls and data from places like Europe and America.
  • Consider what you really need- While there are a number of call center services there is no requirement for paying something which you really don’t need. If you are looking for part-time services just don’t go for full-time services.
  • Find out how long the call center has been in business- Companies which don’t provide quality services usually don’t stick out very long.
  • Ask for what kind of technology they use. If you find out what kind of technology they really use if their communication system is really strong. Then you would know whether investing in that particular call center is really worth your time.
  • Ask about Average Wait and Hold Times- You should ask companies about their average wait and hold times. The better ones should have all the information and then you can compare thoroughly with the best ones.
  • Use your experience- Use your common sense and experience to find out whether the call-center you are going to deal with is any good or not. Whether the representatives are not very friendly. If you are not getting prompt answers the same treatment is going to be meted out to your clients as well.
  • Study the market- If you are trying to get the services of a call center don’t settle one for the first one you come across rather you might stumble upon one which could offer you quality services at much less price.

When you are about to choose a call center, choose one with a lot of care. You shouldn’t just hire anyone to take care of your business and answer important clients. If clients are important and they are giving you the right kind of business make sure you outsource the right call center to keep your company flourishing at the right pace.

Source: http://asiateloutsourcing.com/why-how-to-setup-a-call-center-or-outsource/

Publish Date: February 10, 2017 5:00 AM


Statistics of Business Process Outsourcing in the Philippines

This blog contains the important statistics pertaining to the business process outsourcing in the Philippines. The figures are compiled from publicly available information from various credible sources. As per Oxford business group, “the global BPO industry is forecasted to be worth $250bn by 2020 and the Philippines is seeking to cement its position as a preferred global service offshoring hub and expand on and diversify its share in this lucrative, yet highly competitive field. Having grown at a compound annual growth rate of around 10% over the past decade, the BPO sector has become the country’s largest source of private employment and the second-largest contributor of foreign exchange earnings after remittances. It has also fueled the growth of other sectors, as the salaries paid out have augmented household consumption and anchored the expansion of the property and retail sectors. Since 2004, the Philippines has tripled its global market share of BPO business, from 4% to 12.3% in 2014. It is estimated that this could rise to 19% by 2020”

The BPO sector’s contribution to GDP has risen in tandem with the number of companies setting up operations in the country. The industry accounted for just 0.075% of GDP in 2000, rising swiftly to reach 2.4% in 2005, 4.9% in 2011, and 5.4% in 2012. Its estimated GDP contribution was 6% in 2015, with expectations that it could contribute up to 9% of GDP in 2016, according to the IT and Business Process Management (IT-BPM) Roadmap for 2012-16 published by the industry group IT and BPO Association of the Philippines (IBPAP). A steady upward trend has continued in the industry’s record for revenue generation. According to industry analysts, revenue from the country’s BPO industry grew 10-fold from $1.55bn in 2004 to 15.5bn in 2013, reaching an estimated $18bn in 2014. In its IT-BPM Roadmap for 2012-16, the IBPAP forecasted that annual revenue from the IT-BPM industry could more than double from $9bn in 2010 to $25bn in 2016, a 10% share of the global market. Meanwhile, property consultancy CB Richard Ellis (CBRE) projects BPO revenue could double to $50bn by 2021, thus matching with the estimates of Oxford Business Group as indicated above.

Going from strength to strength, the BPO industry’s record for job creation has experienced a similar rise, from 101,000 employees in 2004 to 900,000 in 2013. Indeed, IBPAP projects that 372,000 new jobs will have been created in the BPO industry between 2014 and 2016 and has targeted an employment figure of 1.3m Filipinos by 2016. Furthermore, IBPAP estimates that the number of BPO employees could reach 3.3m in 15 years,
On a high level, the outsourcing industry is the single largest organized employer in the Philippines and is estimated to provide employment to 1.3 million workers as per 2016 figures. The World Bank and other industry experts forecasted a continuing bright future for the industry, with earnings projections that could reach $25 billion by 2016 (touching 1.5 million jobs) and $55 billion by the year 2020 .

To summarize the various projections, the industry is well poised to reach somewhere in the zone of US$ 50 -55 Bn in next five years and we can safely assume doubling of the work force from 1.3 to 2.6 Million on a conservative side. A huge ground has been covered and an equal opportunity or more lies ahead. Philippines has thus emerged as one of the top destinations for business process outsourcing. With its delivery center situated in Metro Manila

Source: http://asiateloutsourcing.com/statistics-of-business-process-outsourcing-in-the-philippines/

Publish Date: January 24, 2017 5:00 AM


Telecalling – Acquire Innovation with Specialized Support Services

Expansion of a business to an unfamiliar country is never an easy job, as one is never sure about the deal of the products that has been received. Before investing your earned amount for business extension in a new country, it’s always better to engage people’s interests and understand the demand of your product. This can be done through a telecalling service. What is telecalling? It is an act of selling, promoting or soliciting a product or service over telecommunication systems such as mobiles or telephones. Telecalling is one of the best, most sophisticated and cost-effective tools which helps you reach out to your potential customers world-wide and helps you to decide whether a specific country will be right for business investment.  Read this article to get a complete overview of telecalling.

Innovative Support Services of Telecalling

Telecalling script samples enable the customers to generate new leads and conceptual ideas. Here’s what you need to do to rank your business through telecalling.

  • Telemarketing Services

Once you get an idea of the pulse of your target audience in your dream location, you can start telemarketing calls to enhance your products and services among right potential buyers. Telemarketing services help open up an opportunity for better interaction with your potential customers, allow you to find solutions for queries and also builds complete trust.

  • Customer Surveys

Nowadays most of the multinational companies use telecalling services in their initial stages of business expansion to survey customers and understand their views better.

  • Customer Service

Once you have established your reputation in the market and grabbed the attention of customers, you may then consider telecalling as the next crucial step of supporting your customers. A good and strong customer service team will help with better customer relationship management.

  • Lead Generation

Customer surveys, telemarketing or telecalling scripts for sales are well-known to be successful, if you’re able to generate leads through telecalling from those who have shown interest in buying your products. Dedicated and committed lead generation activities and set up lead targets is required to ensure continuous flow of revenue through lead generation.

 

  • Outsourcing Services

Once your business development plans, telecalling and telemarketing services are ready, the next level is finding a service provider. Here outsourcing telecalling comes in as the most logical step in terms of ease of business as well as cost factor.

Now you can kick start your experience with increased sales and better conversion rates along with high customer satisfaction by getting real time data through telecalling. Outsource telecalling sectors have rich experience in providing the customers specialized support services such as e-mail, live chat support, voice mail, lead generation, technical helpdesk and appointment setting services. These services help the customers solve their technical issues.

Source: http://asiateloutsourcing.com/telecalling-acquire-innovation-with-specialized-support-services/

Publish Date: December 14, 2015 5:00 AM


Top 6 Call Center Outsourcing Trends that will Rule 2015 and Beyond

Today, Businesses are facing new challenges – to meet the ever increasing expectations of their customers in 2015. Today’s technology-savvy customers desire the best customer experience that can be delivered from a multi-channel and multi-lingual contact center. However, it is difficult for small and medium scaled businesses to determine and fit an in-house, multilingual, multichannel call centre within their budget. So for them, it is much easier to prefer call centre outsourcing (CCO). The call centre outsourcing industry is changing rapidly to deliver the maximum level of customer experience. Learn the top 6 call center services key trends that will shape the Call Center Outsourcing industry in 2015 and beyond.

Top 6 Call Center Outsourcing Key Trends in 2015

This year, it is the right time to look into the new trends and innovations that will enhance the evolution of the best Call Center Outsourcing (CCO) and Business Process Outsourcing (BPO) sectors. Here are the top 6 call center outsourcing key trends that will rule the outsourcing industry in 2015.

  1. Main Business Process Improvement (BPI)

BPI builds the industry and acts as a major driving factor in the field of call center services and BPO. It offers improvements in business processes in terms of cost, quality, speed and flexibility.

 

  1. Importance of Customer Experience

Today, most of the call center and BPO services are evaluating their strategic levels in order to contribute to the customer journey and experience. This theory has transformed the focus of businesses from the search for a low budget customer care provider to a more tactical form of outsourcing.

  1. Multichanneling Approach

Delivering a real multichannel strategy for many businesses can be quite a difficult task. However, an outsourcing call center offers a comprehensive multichannel customer care and service strategy to their trusted clients.

  1. Developing and Sourcing the Right Talent

Third party contact centres are well-known for supplying the right person with the perfect skill for the exact job. This strategy gives the call center service providers a broad competitive advantage

  1. Industrial Specialization

Industrial Specialization will become a pre-requisite for selecting a call center outsourcing partner in near future. Most of the businesses are interested in partnering with a true vendor with industry expertise rather than a call center service provider.

  1. Near-Shore Locations

Nowadays, there’s another third party feasible choice – near-shore call centre service providers. It allows businesses in the United States to outsource their contact center services to different multilingual and multichannel fields.

Many versatile countries have become an increasingly attractive choice for companies serving different industries looking to outsource their customer service. These top 6 outsourcing call centre trends will surely rule in 2015 and beyond, in marketing strategies.

 

Source: http://asiateloutsourcing.com/top-6-call-center-outsourcing-trends-that-will-rule-2015-and-beyond/

Publish Date: December 10, 2015 5:00 AM


Beginner’s Guide to Inbound Lead Generation

Marketing strategies have changed a lot in the last two years. If your company still focuses solely on outbound “push” marketing methods such as direct mails, telemarketing, print ads, radio or TV, you need to catch up the present inbound customer service. For the last several years, many companies have proven that inbound marketing is far more effective and efficient way to reach out to potential customers. Here we will discuss in detail about Inbound Lead Generation, which is a true solution that can save your business or organization from various pitfalls. With the aid of inbound marketing, the goal here is not to interrupt people from what they are truly interested in. In fact, the goal is to get them to what they are seriously interested in. Here is a guide for you to get a complete idea about inbound lead generation.

What is Inbound Call Center Lead?

Before you think about an inbound lead generation, you should understand about leads. A lead is a realistic person who in some way, focus, shape or form has dedicated interest in your company’s product or service. These people include those who call you for exact information, respond to your survey, visit your store and finally submit their information on your lead capture form.

Benefits of Inbound Lead Generation

Here are the top benefits of inbound lead generation services.

  • Customers will Reach Out to You

With the focus on inbound lead generation, you can attract a fine stream of potential customers to your site with interesting and useful content and build up their interest in your product quality or services over time.

  • Measurable Results

Inbound marketing calculations reveal the facts of engaging prospects, conversion from website visitors to customers, and revenue produced by marketing channels.

  • Find the Ways in Which Leads are Generated

Inbound lead generation is like a hiring process. When an employee fills out a job application, an enormous amount of personal information has to be shared in order to have a great shot at getting the job. This same idea applies to a lead generation.

  • Components of Successful Lead Generation

The inbound lead generation process has to have components such as a landing page, information form, something in a return offer and call to action that helps the lead to take action.

Inbound lead generation is one of the most efficient ways to handle leads and turn them into beneficial customers. A clear view of inbound lead generation helps you move forward to enhance your marketing strategies.

Source: http://asiateloutsourcing.com/beginners-guide-to-inbound-lead-generation/

Publish Date: December 9, 2015 5:00 AM

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