The call center outsourcing industry in the Philippines is the main factor driving the demand for office spaces, according to a leading real estate firm. In an Inquirer news report, CB Richard Ellis Philippines Inc. (CBRE) said that the BPO takes up 80% of the office market annually. According to their report, the fast expansion […]
For years, there has been an on-going battle between India and the Philippines for outsourcing supremacy. Recently though, the number of companies outsourcing to the Philippines over its other Asian competitor is increasing, as evidenced by recently bagging the title as the world’s call center capital. Both of these locations have cheap labor markets and […]
As the Philippines is one of the leading outsourcing destinations in the world, many are surprised to learn that outsourcing to the Philippines is not as cheap as initially expected. While home-based offshore virtual assistants accept payments as little as $2.50 per hour, those employed by call center companies often have higher compensation. In fact, […]
Since the 1990s, many companies have been outsourcing their customer service functions instead of keeping an in-house department. There are many reasons for this, but it’s safe to say that one of the most important reasons is cost savings: having an outsourced team of customer service representatives is considerably less expensive than operating in-house. How […]
One of the reasons companies bank on Philippine call centers is the Filipinos’ widely known cultural affinity with the West. While this is generally true, Filipino employees still have cultural peculiarities and value that company’s management teams need to be aware of and understand to optimize their workforce’s capability and productivity. What are the things […]
From startups and small businesses to Fortune 500 industry giants, corporations around the world are tapping offshore locations to take advantage of the many benefits of outsourcing. One of these includes saving businesses money. Doing away with additional expenses Due to differences in currency, prime outsourcing locations offer cheaper wages to their employees. However, […]
As technology marches on, it’s vital for 24/7 call center companies to keep updated with the latest practices and solutions in the outsourcing industry. Implementing new and upcoming technology solutions can prove to be highly beneficial in smoothing any existing kinks and improving processes.
First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers. Customers naturally like their issues to be resolved quickly in one call. In fact, it’s often a frustrating experience to have to call back for the same issue and repeat the details to a different person from another department. FCR […]
As technology changes, so does inbound customer service. Whereas in the old times, customers need to talk face-to-face with a shopkeeper, today, all it takes to connect with a company is to pick up the phone or access the Internet. According to Business2Community, companies need to keep up with current trends and train their staff […]
