Affordable Solutions for Rapid Growth

The Philippines have long been recognized as one of the call center capitals of the world. As such, it’s an established and reputable location for outsourcing, both call centers and other business processes. With Global Response’s Philippines team, you get access to high-quality teams within an affordable area, so you can get the results you need with the budget you have.

Why work with Global Response in the Philippines?

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Working with Global Response’s team in the Philippines isn’t an ordinary outsourcing experience. We make sure you get high-class, exceptional customer service and BPO results, regardless of where your team is located.

Continuing education for our employees.

We place a strong emphasis on employee engagement and training. We even go so far as to hire a staff of English language professionals who provide continuing education for our team members to continue to improve language and accent skills and so better connect with your customers.

Flexible staffing solutions.

In our Philippines location, we hire both on-site and remote agents to ensure we get the best of the best in terms of agent talent. Agents don’t have to live on our HQ island, Cebu, in order to work for us. Instead, we can focus on hiring the best, most driven and highly responsible professionals from across the Philippines. Not only do our clients benefit from having the highest-quality talent available, but you can also take advantage of remote, hybrid and blended team options for additional growth or affordability.

Prime location.

Our Philippines office is located in Metropolitan Cebu in the Southern Philippines. This global city is a hub for business and technology, and our call center is located in the heart of the Business and IT districts. As a result, we’re able to make use of Cebu’s accessibility for trade and business centers for both local and global clients.

Affordable scalability.

The large workforce in the Philippines, as well as the high number of quality agents, makes the Philippines one of the best locations for scaling your call center or outsourcing operations. In addition, the affordable salaries make it much more feasible to scale operations.


About Global Response’s Philippines call center

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Our Philippines call center is located in Cebu, the Queen City of the Southern Philippines. The center itself is adjacent to Cebu Business Park and Cebu IT Park, two of the major business centers in the heart of Metropolitan Cebu. As such, we have access not only to the global business hub of Cebu, but also the high-quality talent of Cebu and beyond.

Our Philippines team consists of both on-site and remote account managers, trainers, team leaders, Quality Assurance coordinators, and HR and Recruitment teams. This organizational structure provides not only employee support and quality assurance, but also provides continuous business support in case of major natural or technical operation interruptions. In addition, a cohesive organizational structure allows us to provide equal employment and advancement opportunities to individuals, developing talent in-house and creating strong employee retention, which improves service levels and business knowledge that ensure we can deliver client results.

Our Cebu location also provides security and transportation services to better ensure a safe and productive work environment, as well as ensure adequate staffing and reduce obstacles to arriving to shifts on time.

In addition, our expansive office space allows for up to 300 on-site agents at a time. We currently have about 90% of our Philippines team working remotely, with the remainder on-site, which allows us to exponentially scale your team and provide affordable hybrid options that benefit both employees and our clients.

Philippines call center services

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Our Philippines call center has garnered a reputation for years of integrity and excellence in the Business Process Outsourcing industry, but we offer a variety of services, including:

Make your business more cost-effective and scalable by outsourcing non-core administrative or business process tasks.

Scale your business quickly and cost-effectively with 24-hour call answering services for customer queries or support.

Tackle web chat, inbound calls, emails and more with a high-quality customer service and support team.

Tackle web chat, inbound calls, emails and more with a high-quality customer service and support team. 

Optimize your customer service with robust metrics to measure, track and improve individual and team performance. and more!

Industries we serve

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There’s a variety of industries who could benefit from outsourcing to the Philippines. Industries we’ve worked with in the past include:

Real Estate
Food Service

How to choose the right Philippines call center

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Of course, location isn’t the only thing to consider when it comes to outsourcing your call center—there’s a number of key factors to keep in mind. Here are five key areas to consider to make sure you choose a call center that works for you:

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Obviously, your call center should have experience within customer service and CX, but your call center should also have experience with your audience and industry. Find out which of your potential call centers have experience with your industries and needs (and see above for some of the industries our Philippines call center specializes in!)

Proven results
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A good call center should be able to provide proven results, as well as case studies, client testimonials and/or reviews that demonstrate their abilities and strategy.

Culture and communication
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Don’t fall into the trap of only considering culture on an agent-customer basis—you should also consider workplace culture and communication norms that will dictate your working experience and partnership with your provider. Excellent communication practices and similar workplace cultures will go a long way toward creating a positive partnership.

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When outsourcing, it’s essential to understand how sophisticated your call center’s infrastructure and technology are. Obviously, the stronger the infrastructure, the better your call center will be able to support your operations and the more reliable your customer service will be.

Size and potential expansion
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The size of your call center will dictate how much you are able to outsource, how much call volume the team can handle, how much they can grow as your business does, and so on. If you see significant business growth or expansion in your near future, you should ensure your outsourcing team can adequately grow alongside you.

How do Philippines call centers compare?

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Market Size Large labor market makes scaling and flexible solutions easy Subject to ebbs and flows of US labor market and demands Smaller labor market due to geographic size can limit scalability and flexibility Large labor market makes it possible to scale quickly, but with some quality issues Large labor market makes scaling easy and cost-effective Large labor market makes it possible to scale quickly
Infrastructure and technology Strong infrastructure and technology caters to a US market Infrastructure and technology is on par for US norms Infrastructure may be less sophisticated or consistent compared to other nearshoring locations Infrastructure is often less sophisticated or consistent compared to other outsourcing locations Cultural focus on technology and innovation supports infrastructure and modern tech Infrastructure may be less sophisticated or consistent compared to other locations
Cultural or Linguistic Compatibility Proximity to the US means cultural or linguistic barriers rarely exist Cultural or linguistic issues are rarely problems Proximity to the US means cultural or linguistic barriers rarely exist Cultural and linguistic barriers are common issues, especially in customer-facing roles Proximity to Europe heightens familiarity with Western cultures and languages Cultural compatibility with Western countries make connecting with customers easier
Taxes and Business Tax incentives and exchanges rates in Mexico are favorable for US businesses US-based outsourcing offers familiar tax and legal systems, but at a premium price As a US territory, taxes and legal systems don’t offer any unique benefits, and have additional complications since Puerto Rico is not an official state. No specific tax benefits or legal incentives No specific tax benefits or legal incentives, though proximity to Europe increases familiarity with Western business models No specific tax benefits or legal incentives
Multilingual Availability Multilingual agents are very common, typically fluent in Spanish and English Multilingual or bilingual agents are rarer and more expensive Multilingual agents are very common, typically fluent in Spanish and English Many multilingual agents, but may not be fluent in relevant languages Multilingual agents often speak French and English Many multilingual agents, but may not be fluent in relevant languages
Proximity Geographic proximity makes accessibility, collaboration and communication easy Nearby call centers invite accessibility and collaboration Geographic proximity makes accessibility, collaboration and communication easy Geographic distance creates barriers to accessibility and collaboration Proximity to Europe makes call centers more accessible for clients Geographic distance can create less control and collaboration available
Cost & Quality Very cost-effective option with a good balance of affordability and quality High service quality, but more expensive services Cost-effective option with a good balance of affordability and quality Very affordable services, but often with a lower service quality Very affordable services with a high service quality Very affordable services, but often with some language or communication barriers

Philippines call center FAQs

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In short: the Philippines offer affordable labor costs and a widely available and well-educated workforce which make outsourcing call centers to the Philippines affordable, easily scalable and effective.

The Philippines are one of the most common outsourcing locations. Not only can you find high-quality employees, but the Western influence means many call center agents in the Philippines speak English with little to no discernible accent. In addition, affordable labor costs mean businesses can save as much as 70% when outsourcing to the Philippines compared with other staffing solutions.

The Philippines are gradually gaining popularity over India due to the high quality of outsourcing and call center solutions in the Philippines. As customer experience becomes more and more important, outsourcing to high quality locations is becoming essential.

Some of the best call center outsourcing locations include the US, Mexico, Puerto Rico, the Philippines and Canada. However, every location has its own advantages and disadvantages, so the right locations for your business may vary.

See results from our Philippines call centers

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Want to see how Global Response can provide results for your business? Read some of our client stories or connect with an expert today to see how outsourcing to our Philippines call center can help you affordably scale your team.

Connect with a customer experience consultant

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Find out how our nearshoring strategies can help transform your CX today.