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 call center team, you get access to high-quality services within an affordable area, so you can get the results you need with the budget you have.
Working with Global Response’s Philippines call center 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.
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.
In our Philippines call center, 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.
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.
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.
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 call center 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.
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!
There’s a variety of industries who could benefit from outsourcing to the Philippines. Industries we’ve worked with in the past include:
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:
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!)
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.
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.
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.
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.
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.
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.
Find out how our nearshoring strategies can help transform your CX today.
