Choosing to begin a call center in the Philippines would make a few strides and the initial step is to create a field-tested strategy. Setting up a call center in the Philippines can be a unique advantage for your business. Known as a global leader in the BPO services sector, the Philippines offers numerous advantages for companies looking to enhance their customer support operations. This is a complete guide that you can follow to launch and run a successful call center. This guide will walk you through the essential steps to launch a successful call center.
Why Choose the Philippines for Your Call Center?
The call center industry in the Philippines has grown exponentially over the years. The Philippines is one of the most popular call center locations—known today as “the call center capital of the world”—and covers about 15% of the global outsourcing market. But why is the Philippines such a popular destination for outsourcing solutions?
Did you know? The Philippines is home to over 1.3 million call center agents, making it one of the largest BPO service hubs in the world. It’s clearly one of the biggest and most common markets for outsourcing of all kinds, from IT to call centers.
English Proficiency
One of the key advantages is the high level of English proficiency among the workforce. Cultural and linguistic compatibility reduces language and communication barriers. The Philippines boasts a large pool of English-speaking agents who can provide top-notch customer service. There are so many opportunities for young workers in the Philippines to get training and education for careers in customer service or CX—which means that you get the advantage of highly skilled, educated workers for your call center team! Filipino agents have high English proficiency levels. In addition, the cultural compatibility of the Philippines with Western markets means that few Filipino agents speak with a discernible accent.
Cost-Effective Solutions
Operating a call center in the Philippines is significantly more cost-effective compared to Western countries. Due to favorable exchange rates between the Philippines and the US and the lower costs of living, labor and salaries—among other costs—are much more affordable in the Philippines. Philippines offer additional cost savings without compromising the quality of service, as is common with other offshoring destinations. If you’re used to having to choose between quality and affordability, the Philippines are a great middle ground. This allows businesses to reduce expenses while maintaining high-quality service. Shared social qualities make it more straightforward for specialists to connect with your clients. This results in expanding consumer loyalty.
Strong Cultural Affinity
The Filipino labor force is known for its social similarity with Western nations, guaranteeing smoother communication and understanding among specialists and clients.The high number of call centers and BPO outsourcing centers in the Philippines means that the Philippines place a strong emphasis on continuous training and development programs. If you want to scale up your team quickly to manage a growing backlog or a sudden influx of customer communication, you can do that too. Solid client centered direction in the Philippines implies that cordiality, consideration and a client driven outlook are a lot simpler to find among Filipino specialists.
Steps to Launch Your Call Center In Philippines
Understand the Legal Requirements
Prior to setting up your call center in the Philippines, understanding the local guidelines and consistency requirements is pivotal. Remember to study local rules and regulations when outsourcing call center processes to the Philippines. In different countries, setting up a call center can be a different process. Meanwhile, to secure your company’s unique Business Tax Identification Number, you also need to register your call center at the Bureau of Internal Revenue (BIR).
This includes registering your business, obtaining necessary permits, and adhering to labor laws. The Philippine Labor Code, the Data Privacy Act, and the Special Economic Zone Act are important local laws you must know when outsourcing tech solutions and other support services. Thus, it is necessary to research the legislation before launching a call center. Also, explore details related to wages, labor law, etc.
Choose the Right Location
Selecting the ideal location for your call center is vital. To get your money’s worth and to ensure you’re creating a great workplace for your employees. Cities like Manila, Cebu, and Davao are popular due to their well-developed infrastructure and availability of skilled workers. Make sure the office space is big enough for your employees and has good internet and telecommunications connectivity. Take note also of the surroundings of the prospective location: is it near a mall or a commercial area? This would make for an ideal area as your workers can purchase things they need, similar to food and different fundamentals.
Invest in Call Center Infrastructure
A call center needs a vigorous system. This includes cutting-edge call center software, dependable internet connectivity, and cutting-edge telecommunications systems. For instance, a CRM or an IP PBX solution may be expected to help tasks. Top-notch call center solutions from DialerKing Technology can improve your contact center’s operations.
Hire and Train Your Team
Look for candidates with excellent communication skills and a strong customer service background. Even if you need to invest a little higher, it is necessary to get an experienced and talented team. But as a general rule, choose employees who have strong English skills and are willing to learn new things. Once employed, carry out extensive call center training projects to guarantee your team is good to go to really deal with client requests. Your call center representatives ought to have the option to work extended periods of time and in groups. So search for the people who are cooperative people and have uplifting outlooks.
Fact: The Philippines produces over 500,000 college graduates annually, providing a vast talent pool for call center recruitment.
Start your BPO venture in the nation by distinguishing what forestalls your client care group from conveying brief voice-based help. To maintain high standards of service, establish quality assurance protocols. Recognizing in-house call center challenges gives insights into areas needing urgent solutions and improvements. Regular monitoring and evaluation of agent performance will help in delivering consistent customer satisfaction. Listing your objectives helps you track how outsourcing call center activities to the Philippines benefit your company in the long term.
Outsourcing a Call Center in the Philippines
Re-appropriating your call center solutions to the Philippines offers a few advantages. Find potential Philippines call center providers after determining your outsourcing objectives and in-house challenges. Use the resulting insights to create criteria for your ideal BPO partner. The list must include qualifications such as a good industry reputation, clean service history, and a skilled workforce. Connect with the vendor’s previous clients to get an overview of its work strategies, service charges, and quality output. Conduct a cost-benefit analysis to ensure savings before signing an official contract.
Conclusion
Launching a call center in the Philippines can significantly boost your customer support capabilities while reducing costs. We’ve provided you with the steps needed to start a call center in the Philippines. Informal exchange generally helps, so look for the assistance of loved ones to assist with getting out the word about your new pursuit.
Prepared to get everything rolling? At DialerKing, we provide advanced call center solutions. We can help you, too. Contact us to start the discussion and learn more!
