Call Center Outsourcing to the Philippines: The Importance of Reliable Communication

In a study done just this last year in the United States, 44% of people surveyed listed talking to a live person on the phone as their preferred method of communication with a business. This means, despite all of our technological advancements from artificial intelligence to our gadgets, a good amount of people still want to communicate with people. It’s therefore no surprise that call center outsourcing to the Philippines is booming. Communication is an important thing but it’s often a hard thing for most people to master. From language differences to low-context vs. high-context communication to non-verbal communication, there is a lot that can become confusing in the process. Here are two more important statistics to note. 58% of consumers polled said that customer service plays a major deciding factor in purchasing decisions and another 61% said that they have stopped doing business altogether with a company over a poor interaction. Now look, call center services are not just customer service as it is an umbrella that covers much more than that. Call centers in the Philippines handle a wide array of roles and processes and they have even begun to adopt the name contact center to be more all-encompassing. These call centers are in charge of customer service, tech support, customer acquisition, and pretty much anything else involving with customers. With all of this talk and understanding of its role and its importance, there are some things from an infrastructure standpoint that this requires for execution. First and foremost, you cannot have communication with bad connectivity. No matter what, this requires that you have the ability to hear one another and speak together. For this, you need a reliable power grid. In the more affluent countries, power can be taken for granted and only expected to be out when there is a storm. In countries that are on the rise, a popular spot for BPO companies, the grids may not be so reliable. However, a country like the Philippines is a place where the grid stays on and keeps your BPO partnership running smoothly.rnAnd now we turn our attention back to communication – as the whole name of the game is communication. A BPO industry like the Philippines will have the service and expertise to handle whatever call center process you need. But, the nicest and most professional interaction possible can go poorly when the two sides cannot communicate and understand one another. It is important to once again note how this process is one that interacts directly with your customer base. It is essentially a public face, or more appropriately your voice, that is speaking directly with your customer base. In our digitally connected global marketplace, it is vital that your call center be a multi-lingual one. Who do you turn to for this? You guessed it; it’s the Philippine BPO industry. Not only is their workforce experienced and professional, but they are also well educated and multi-lingual. This advantage to field calls and communicate with customers all over the world cannot be overstated. With companies like PITON-Global leading the way, you are in the safest of hands when it comes to outsourcing your call center operation. Every business decision you make reflects on you to the public, and call center operations are no different. In fact, in a lot of ways, they are one of the most important. As you make your decision, remember the importance of the ability and support of your BPO partner to be able to communicate with your customers effectively.