As reported in December 2010, just before the year of 2010 comes to an end, the Asian-country Philippines has already exceeded its Indian competitors when it comes to the area of contact center outsourcing. India usually comes to mind when outsourcing is being discussed, especially because of the cheap costs the Indian outsourcing firms offer their clients. However, this is no longer the case as the Philippines is now regarded as the top destination for call center outsourcing.
What is it about the Philippines that attract those who are interested to outsource their voice support? Indian contact centers indeed offer competitive prices for their voice support solutions, but it seems that companies who are looking to outsource their customer service have been turning to the Philippines for assistance. Such situation clarifies all misconceptions that cheaper costs will attract customers. There are still other factors to consider before engaging in a partnership with a solutions provider. With today’s generation of companies becoming smarter, pricing now only comes second to the quality of work.
Recent news suggests that in the Philippines, there is an estimated 350,000 contact center agents who attend to the growing demand for voice solutions, and such number can still increase if the Philippines will continue to provide their offshore clients with an excellent service. The estimated contact center population in the Philippines is 20,000 more than its Indian competitors.
As a support to the claim that contact centers in the Philippines have grown in terms of their headcount, a top executive of Convergys (NYSE:CVG), a United States-based outsourcing solutions provider that has 23,000 agents working for them in 15 sites in the Philippines, claimed that their Philippines contact center may soon be bigger than their contact center in the United States. Even if having a facility in the Philippines may cost more as compared to the costs in other regions such as India, Convergys still choose to stick with and continue to expand its operations in the Philippines, mainly because of the “very good quality service”, as mentioned by Andrea Ayers, the president for customer management of Convergys. Within the 8 years spent in the Philippines, Convergys points out that it is the quality service that allows them to attract more clients.
Another business process outsourcing company based in the United States, Alorica, recently opened a new facility in the Philippines, in addition to the four existing facilities in operations in the country. Similar with Convergys’ reason for expansion, it is the quality service from their Philippines contact centers that led them to opening another facility. But aside from the exceptional performance of their agents, Alorica also banks on the leadership qualities of their employees, which would help them generate more customers for their inbound voice-based solutions, such as technical support and customer service solutions.
With these present-day examples, it can be concluded that pricing must not be the only concern of companies when choosing the best outsourcing provider to provide assistance in their customer service needs or the best location in building a contact center facility. It is also important to look at the capabilities of the people who will be conducting the job as this will make or break your company’s reputation with your clients or with your future clients.
Author: Jamee C.