Contact center outsourcing to the Philippines will continue to grow
According to industry projections, call centers in the Philippines staffed by real people are on the rise. The industry added 120,000 new jobs in 2021, and full-time employment in Philippine contact centers is expected to grow by eight to nine percent this year, outpacing the global expansion of six to seven percent.Additionally, economic forecasts predict the contact center outsourcing industry will continue its amazing 20-year growth. Revenues are foreseen to reach nearly $29 billion by the end of 2022. This nine percent increase is higher than the seven to eight percent global growth.Ironically, AI is expected to add to the country’s economic growth. A 2021 report from the country’s Department of Trade and Industry stated that the Philippine AI industry could contribute up to $92 billion to the nation’s economy by 2030. This significant growth will be fueled by the nation’s young, tech-savvy population, the same population that Philippine contact center employers highly desire.So, for the foreseeable future, contact centers in the Philippines aren’t going anywhere. And call center agents needn’t worry that a legion of robots will take their jobs. Here are a few reasons why call centers in the Philippines will continue to flourish.
The need for excellent customer experiences
In today’s business world, few things are more important than excellent customer experiences. “Consumers expect hyper-personalized, round-the-clock service, and brands need to deliver or risk falling behind. In a highly competitive business environment, customer service can be the only thing that separates competing brands. In fact, 96 percent of consumers say customer service is an essential factor in their choice of brand loyalty,” says Ellspermann.The Philippines is the world leader in customer service and support. Its BPO industry boasts a workforce of young, highly educated customer service professionals, a customer-centric work philosophy, and a location ideal for 24/7 support. Contact centers in the Philippines have a long history of helping companies become more efficient, productive, and agile, all of which contribute to an enhanced customer experience.
Customers want to talk to people and not bots
“83 percent of people prefer talking to a live agent instead of automated services like chatbots. Live agents can better understand a caller’s needs and field several questions simultaneously. Humans also bring empathy and emotion to customer interactions, an area where bots fall short. Empathy helps agents connect with customers and makes customers feel as though their needs and concerns are being heard,” explains Ellspermann.Agents in industry-leading call centers in the Philippines speak fluent English with a neutral accent, two traits conducive to effective and meaningful customer communications. Contact center agents in the Philippines are also hospitable, helpful, and caring to customer needs, desirable qualities that technology will never be able to duplicate.
Philippine call centers help companies cut costs
For more than twenty years, U.S. companies have outsourced business processes to the Philippines to help them save money. The cost of outsourcing customer support to call centers in the Philippines is far less than establishing an in-house customer support center. Plus, contact centers in the Philippines often charge 40 to 60 percent less than those in the U.S.Call center outsourcing to the Philippines can also cut labor costs by up to 70 percent. According to Ellspermann, “Premium providers in the Philippines pay their call center agents an average rate of $4-6 per hour, whereas hourly wages for U.S. agents fall in the US$12-16 range. Savings like these are another reason why the Philippines will continue to be the go-to destination for call center outsourcing.”
Contact centers in the Philippines will survive and thrive
The American writer and humorist Mark Twain once said, “The reports of my death are greatly exaggerated.” The same can be said about the contact center outsourcing industry. Call centers in the Philippines provide a valuable service for U.S. and global companies looking to lower costs, improve operating efficiencies, and enhance the customer experience.“Despite the doomsayers’ predictions, call centers in the Philippines are here to stay,” concludes Ellspermann. (SPONSORED CONTENT)