Tag Archive: Call Center Outsourcing

  1. How to Setup A Call Center in the Philippines



    Whether you’re into the business of providing customer care or someone looking at operating a telemarketing hub in Manila, operating your own call center is not an entirely bad idea. Here’s a few insights and a couple of tips when you set up a call center in the Philippines.

    Pretty sure at this stage you’ve conducted your initial research and feasibility analysis about call center processes and operations.Now that you’re more inspired to build your own call center office, it pays to give closer focus on your business goals.

    One absolute fact about setting up your own call center is the huge investment needed to launch even with an initial five customer care representatives. There’s also a hearty of commitment required and tons of bold risk-taking involved when you open up one.

    But even if the idea comes off with a couple of risks, challenges and negative impressions, things have gotten a lot easier now.With more streamlined processes and technology, it’s least expensive to invest in opening a call center.

    When you setup a call center in the Philippines, you’ll definitely be in to seize the critical benefits on customer satisfaction, and ultimately too, to your business bottom line. Just take the time to do the things right the first time you embark on your call center journey.


    Planning Your Call Center Operation

    set up a call center in the philippines


    Is it easy to set up your own call center in the Philippines? We’ll show you why it is in the affirmative and help you gain from the expert level of service often reserved for the more affluent, well-budgeted organizations.

    After learning what it takes to open your own call center, you’re on your own to decide whether to push through or simply hire a call center outsourcing firm to handle your calls. A couple of benefits come with employing an outside call center provider.

    A typical example of advantage is cost savings in the process of letting some third party service provider handle your telemarketing and sales activities or the customer service responsibilities in your behalf. With more time left for you, you can run your business better and make your customers happier.


    We Deliver Optimal Customer Service Experience


    Now to help you prepare for your call center endeavor, follow these few steps when you’re at the early stage in setting up your call center:


    Start with the End in Mind

    start with the end in mind
    Bug yourself with the this question, “Why do I need a call center?”, “What’s my purpose for setting up a call center?”, “Why setup a call center in the Philippines?

    Knowing the answer to these questions is not only essential, but critical to your success. Is it generating sales that you’re after or making customers feel they’re your No. 1 priority? Once set, you can now determine your secondary goal.

    Once your goals and objectives – the primary and secondary ones – are set, you’ll have a much clearer path to thread or benchmark to measure your future successes.


    Physical vs. Virtual Call Center

    Physical vs Virtual


    Sort of a reality check about which call center setup is feasible for you. If the benefits far outweigh your investments for a physical call center setup in the Philippines, don’t hesitate to push through with this idea.

    However, if a virtual call center with remote customer representatives would be fine initially, go for it.


    Determine Physical or Operational Limitations

    determine your limitations


    Can you simply integrate existing telephone system with the ones you’re planning to purchase? How about checking first with your client their needs and demands, which can influence your call center choices critically, before making any decision to buy systems.

    In short, discover if you really need to buy brand new or upgrade to the latest model if pre owned equipment would do.


    Determine Your Budget

    Determine Your Budget


    The perfect time to set a budget is when you’re about to start with your call center setup planning.

    Make it a point to map out possible minimum and maximum expenditures very early into the project. When you get this ready, you can determine how many agents can be hired and what kind of PABX or VOIP solutions can be used.


    Assemble the Best Team for Your Goals

    Hire the Best Team


    Partly, this will be determined by the goals you seat early on. If it’s generating sales that you’re after, then you’ll surely need a solid team of call center agents with strong sales expertise.

    Best of all, you will need to establish a team of college educated, fluent in the language your customers speak, polite, and professional agents.


    Define your Call Center Business Processes

    Determine Your Call Center Business Processes


    Get your processes documented or mapped right away. Make sure you get these aspects of your operations factual, accurate and effective.

    It’s highly likely you’ll benefit from getting this difficult process right because of the time you’ll be able to save from training and cutting uncertainties.


    Have a Future-Proof Plan

    Have a Future Plan


    While you may be setting up a call center for the now in the Philippines, planning for the future shouldn’t escape you. It’s important that you scale your business for future growth and such need to be seamless whenever changes in the market occur.

    Typically, customer demand is a big challenge among call center operators. Hence, make sure you know what to do whether or not adding new call center agents would help or not you achieve success.


    Have a Ready Management Information System

    Have a Ready Management Information System


    While setting up a call center will obviously entail that you make logistics and processes readied before you start, don’t forget that you’ll need to keep track of everything you put or established.

    Is your information current, factual and easy to follow? Help yourself by ensuring a lot of your management information, live monitoring and key performance indicators are available. Getting these data available will help you improve your existing processes to achieve maximum potential of your investments and capabilities.


    Evaluate Success of Your Call Center Operation

    Evaluate Success of Your Call Center Operation


    Once you’re operational, it’s likely you’ll need to make sure you’re making a stride in your business. One way to examine whether or not you’re progressing is by looking over your key performance indicators (KPIs).

    This way, all possible causes of problems can be analyzed before you can give the right solution and determine the perfect approach to optimize your performance.


    Final Thoughts


    It may be daunting to start your call center, but if you’ll follow these steps when starting to setup a call center in the Philippines, you’ll gain fair advantage over those who thought the whole process of opening a center is merely a game.



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  2. Non-Voice Business Process Outsourcing: Is this the ‘Hidden Jewel’ for Philippines?


    After earning a spot as the most sought after offshore destination in the voice-based outsourcing sector, the Philippines got another reason to rejoice. The country’s non-voice business process outsourcing (BPO) is seen as another gold mine for growth and opportunities.

    In the past years, the Philippine outsourcing space recorded impressive growth figures. Just last year, the whole industry generated revenues totalling to $13-Billion. According to the Business Processing Association of the Philippines (BPAP), it expects the country’s non-voice outsourcing space to add up to the total outsourcing revenues in the forthcoming years.

    An Everest Group report entitled, “Healthcare BPO Is a ‘Hidden Jewel’ For the Philippines’ Global Services Industry,” indicated the tremendous growth posted by the country’s health BPO.

    The healthcare BPO segment increased fourfold over the past two years. From the US$102-Million revenues generated in 2010, revenues of the healthcare BPO sector jumped to US$430-Million by the end-2012, suggesting this non-voice sector is one of the fastest-growing among the country’s IT-BPO industry.

    The report also indicates that the country now holds a large pool of US-licensed nurses. More than 6,000 nurses are being trained every year, which suggests that this figure makes the Philippines far ahead of the domestic demand.

    Non-voice BPO works wonder for the Philippines, mainly due to its huge talent pool. It also boasts of a high level of cultural compatibility with that of the United States. Plus, the Philippine educational system follows the US standards.

    Other than healthcare outsourcing, the Philippines command quite an impressive feat in the other areas of non-voice outsourcing. Tholons, one of the world-leading advisory firms today, sees the recent foray of outsourcing service providers in the country into non-voice areas like software development and IT outsourcing, animation and game development, and healthcare information management (HIM) outsourcing.

    Tholons expects the country to also penetrate other markets outside the US. Local outsourcing firms are offering their services to Australian small and medium-sized enterprises as well. Tholons identified Cebu as an attractive destination for both voice- and non-voice BPO operations. In its ranking, Cebu got 8th place in Tholons’ top 100 global outsourcing destinations.

  3. Philippine Call Center Sector Reaches 20% Revenue Growth

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    The year 2012 proved to be an upbeat year for the call center industry after the Contact Center Association of the Philippines (CCAP) reported that the sector grew about 20 percent against the growth target of 15 percent.

    Despite the appreciation of the peso, the strong performance was considered a big news to an industry that is highly dependent to currency fluctuations. According to CCAP executive director Jojo Uligan, should the peso currency and dollar exchange will fall below P40, the call center industry will be hurt the most.

    “We exceed our target last year. We’ve projected conservatively a 15-percent growth last year, [but] we did end 2012 [with] about 20 percent,” revealed Uligan, adding that CCAP will maintain its conservative forecast of 15-percent growth for the next three to four years.

    Last year, it was $8.4 billion in revenues and 500,000 jobs that the industry were aiming last year. Uligan expressed his satisfaction to the accomplishment thus far, including the opportunities that are coming from areas that the Philippines don’t presently have a strong presence like in Europe, United Kingdom and some Asian countries. The growth drivers last year include healthcare, gaming, banking and the financial sectors.

    For the overall business process outsourcing (BPO) sector, Uligan announced that the industry exceeded its growth target of $13 billion and jobs of 722,000 last year. Based on 2011 figures, the BPO industry posted more than $11 billion in revenues and employed almost 640,000 workforce.

    Under the medium-term roadmap for the BPO sector, it is projected that the industry will register up to $25 billion in revenues and employ 1.3 million by 2016. Out of this target, the call center industry is expecting to post $14.7 billion and 816,000 of the total jobs to be created by 2016.

    In recent years, many American and Australian companies are outsourcing their call center operations in Asia, particularly in India, China and the Philippines. Recently, Manila was named the call center capital in the world with the continued rise of this industry due to various factors that include low cost of embarking on call center outsourcing, English-speaking agents and the flexibility to adapt to Western country’s timezones.

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