What call center services are commonly outsourced to the Philippines?

What call center services are commonly outsourced to the Philippines?

OABPO Blog Team Published on November 28, 2013

female-and-male-call-center-agents
International businesses commonly outsource call center services to the Philippines to cut down on expenses, but aside from the country’s low operational and labor costs, investors choose the country for the people’s excellent English-speaking skills. That is why outsourcing firms in the Philippines that offer voice solutions such as inbound customer service, outbound telemarketing, lead generation, debt collection, and healthcare information management thrive.

The aforementioned outsourced services flourish in the Philippines because of certain traits of the country’s workforce, economy, and government that complement the types of voice services being carried out. Here are some of them:

Inbound customer service

The BPO Services Association (BSA/U) said that within the 10 years that call center operations were outsourced to the country, the Philippines became the top destination for customer care services. A study by Michigan-based firm Kelly Services also claims that the customer service representatives in the Philippines are the most productive, handling an average of 98 inbound calls a day, which is higher than the 73-call average of India.

Outbound telemarketing

Industries such as tourism, real estate, telecommunications, finance, and fashion rely on Philippine call centers because of the country’s high educational attainment. Call center agents are college graduates, and firms that provide call center services usually match the educational background of their agents with the account they will be handling to ensure that the telemarketing efforts will be carried out by people who have knowledge of the services and products they offer.

call-center-agents-smiling

Lead generation

According to BSA/U, lead generation specialists in the Philippines are usually paid at an hourly rate of $4 to $5, which is considerably lower than the average in the USA, the UK, and Australia. Outsourcers also benefit from the Philippines’ long experience in telemarketing and wide array of back office solutions that can be used to back up their voice-based lead generation campaigns.

Debt collection

The Philippine senate introduced the Senate Bill 1277 in 2007 entitled “An Act Providing for Fair Debt Collection Practices and Requiring Debt Collectors to Observe Such Practices.” It is a bill meant to “eliminate abusive debt collection practices by creditors and debt collectors.” As American companies see that they can be assured of harassment-free practices from their outsourced Filipino collectors, they choose to farm out to the Philippines even if the country is not under the US Fair Debt Collection Practices Act.

Healthcare information management

The healthcare information management (HIM) industry in the Philippines has been surging in recent years because of the United States’ push for affordable healthcare benefits. This prompted healthcare providers abroad to comply with government standards, cut costs, and elevate their service quality by focusing on medical services and subcontracting minor but stringent roles such as medical transcription and medical billing. The Healthcare Information Management Outsourcing Association of the Philippines (HIMOAP) said that the 66% increase from last year’s $433 million in revenues of the outsourced HIM sector could mean that healthcare can dominate the Philippine call center industry in the near future.

To go over the list again, the most commonly outsourced voice services in the Philippines are inbound customer service, outbound telemarketing, lead generation, debt collection, and healthcare information management. Factors such as governmental efforts and the workforce’s skills influence businesses to send their voice services to the Philippines.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Since the US is a cultural melting pot, businesses catering to the North American market would definitely benefit from skilled multilingual professionals. Read more about it here: https://bit.ly/3u9BlwH

Ready to add a second business language? Contact us: https://bit.ly/3lTr2ck

Interested in #onshoring from our #LasVegas site? Explore Open Access BPO Onshore™ Solutions: https://bit.ly/2XKlBnw

#WeSpeakYourLanguage #multilingual #outsourcing #bilingual
Open Access BPO
Open Access BPO1 day ago
English is the most commonly used business language. This should be your company's top choice if you want to tap the world's most powerful economies.

Here are the top languages businesses must offer to remain competitive in international markets: https://bit.ly/39NKqSF

For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: https://bit.ly/3u9v3wQ

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Outsourcing to expert third-party providers open new opportunities and business innovations for international expansion. Open Access BPO explains the benefits for businesses who outsource: https://buff.ly/2XK3bDm

Get started on #multilingual #customerservice: https://buff.ly/3nXmy7h

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO3 days ago
Get acquainted with Open Access BPO's operation facilities in the Philippines, US, Taiwan, and China.

Need help deciding which location best suits your #multilingual #callcenter needs? Contact us today: https://buff.ly/3zrnOBv

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Enjoy these benefits when you outsource your #callcenter services:
✅ 24/7 availability across all support channels
✅ Flexibility and convenience
✅ Cost reduction

Learn more: https://buff.ly/2W0kyQ4

Message us to outsource today: https://buff.ly/3zsVdMr

#WeSpeakYourLanguage #multilingual #outsourcing
Open Access BPO
Open Access BPO5 days ago
As a #multilingual #outsourcing firm, Open Access BPO supports global companies and their clientele. #GDPR compliance ensures seamless #DataSecurity and access for customers.

Every consumer Open Access BPO touches has the freedom to choose how their personal data is handled and stored. https://buff.ly/3nP1IXB

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!