Corporations Turn to the Philippines to Cut Costs

The Covid-19 pandemic has drastically impacted US businesses, forcing executives to rapidly implement new cost-saving strategies to survive this crisis. One solution with proven results that more and more American corporations are choosing is outsourcing call center services to the Philippines. The Philippines is the leading call center outsourcing destination in the world, thanks in large part to its remarkable ability to add value to American companies. It is the world’s third-largest English-speaking country with a workforce highly proficient in English. The Philippines also maintains an incredibly low cost of labor on its pool of highly qualified agents- 60% lower labor costs than in the US. The Filipino culture is closely aligned with the US culture, providing a seamless interaction when offshore representatives speak with their American clients. Most importantly, the Philippines have an excellent infrastructure for this line of service with more than 20 years of BPO experience. Today, eight out of 10 Fortune 500 corporations take advantage of the Philippines for their BPO needs, either by having outsourced their front and/or back-office requirements to the Philippines or set up their own captive (in-house) operation in the country. Household names such as Google, Amazon, Facebook, and Uber all use the Philippines to meet their BPO needs, providing a testament to the high quality that the Philippines can provide. And out of all of these BPO offerings, none is more popular than call center outsourcing to the Philippines. Customer Support makes up 40% of all operations handled by call center outsourcing to the Philippines. The vast majority of Customer Support Services are provided 24 hours a day, seven days a week, especially for Fortune 500 clients. Customer support services is handled via phone, email, or webchat and includes both customer care and technical support. Customer Acquisition is another great facet of call center outsourcing to the Philippines, accounting for 30% of all such services. These types of services are performed primarily over the phone and include both lead generation and telemarketing. In addition to customer support and customer acquisition, back-office support is another service that is often provided by call center outsourcing to the Philippines. Although not a traditional service of call centers, data management processing, and content moderation are two areas in which US corporations have further leveraged the value of their Philippines-based call centers. In addition to being the world’s leading outsourcing destination for English-speaking BPO processes, the Philippines also provides services for many other Asian and European languages as well. While the global economy is changing in drastic ways, call center outsourcing to the Philippines is a proven solution to significantly cut costs.