• Company Name
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  • Open Access Marketing

    The Jaka Building 6780 Ayala Ave., PH2 Makati City, 1227 Philippines
    www.openaccesmarketing.com

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Inbound Customer Service/Care:

  • Account Activation & Closure
  • Account Billing Updates
  • Complaint & Issue Resolution
  • Order Delivery Updates
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  • Product or Service Inquiry Processing
  • Sales/Up & Cross Sell

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  • PITON-Global

    19th Flr. Antel Global Corp. Center,
    No. 3 Doña Julia Vargas Ave., Ortigas
    Metro Manila
    www.piton-global.com

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Inbound Customer Service/Care:

  • Account Activation & Closure
  • Account Billing Updates
  • Complaint & Issue Resolution
  • Order Delivery Updates
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  • Product or Service Inquiry Processing
  • Sales/Up & Cross Sell
  • Service Change Updates

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  • KPO.com

    The Philippine Center Building 447 Sutter Street, Suite 422 San Francisco, CA 94108
    www.kpo.com

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Inbound Capabilities

Inbound Customer Service/Care:

  • Account Activation & Closure
  • Account Billing Updates
  • Complaint & Issue Resolution
  • Order Delivery Updates
  • Order/Reservation Processing
  • Product or Service Inquiry Processing
  • Sales/Up & Cross Sell
  • Service Change Updates

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  • NorthStar Solutions

    12th-14th Floor Raffles Corporate Center,
    F.Ortigas Jr. Avenue, Ortigas Center,
    Pasig City, Philippines
    www.northstarsolutionscc.com

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Inbound Capabilities

Inbound Customer Service/Care:

  • Account Activation & Closure
  • Account Billing Updates
  • Complaint & Issue Resolution
  • Order Delivery Updates
  • Order/Reservation Processing
  • Product or Service Inquiry Processing
  • Sales/Up & Cross Sell
  • Service Change Updates

Channels:

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  • Havenlink

    92 South Central Avenue
    Hartsdale, New York 1053, USA
    www.havenlinkcc.com

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    • Name:
    • Email:
    • Phone:
    • Message:
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Inbound Capabilities

Inbound Customer Service/Care:

  • Account Activation & Closure
  • Account Billing Updates
  • Complaint & Issue Resolution
  • Order Delivery Updates
  • Order/Reservation Processing
  • Product or Service Inquiry Processing
  • Sales/Up & Cross Sell
  • Service Change Updates

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About This Website

Companies around the world realize that labor represents a substantial cost component in today's service-focused economy. The proliferation of global outsourcing provides enterprises of all sizes and industries with an opportunity to obtain price and service quotations from numerous small- and medium-sized third party vendors that offer customer care services through highly cost effective, geographically diverse markets.

The Philippines, today, ranks as one the world's leading and best known offshore outsourcing destination for English-speaking, voice-related call center services. With hundreds of competing service providers operating in the Philippines, foreign based companies often find it extremely time consuming and frustrating to identify potential third party outsourcers with a proven and time tested track record of service delivery excellence.

Philippine Call Center was established by a group senior call center outsourcing practice leaders with the mission of assisting foreign-based companies in the identification and (pre)-evaluation of the country's leading mid-sized call center service providers. It is our goal to help promote the Philippines as one of the world's leading offshore business process outsourcing (BPO) destination.

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Offshoring and outsourcing destinations like India, China and the Philippines all share a chunk of the multibillion dollar market. These countries and the others that have dipped their hands in the outsourcing cookie jar have developed certain specialties to better cater to their clients. India and China, for example, lean more toward providing IT services while BPOs (business process outsourcing) and call centers have focused on customer service in the Philippines.

These specialties play on the different countries’ innate affinities to certain industries. India and China produce several thousand IT graduates every year, thus providing their clients with access to a large pool of educated talent. The Philippines offer the same educated talent in vast numbers, and the country further capitalizes on the Filipino characteristics of hospitability, patience, and helpfulness. These traits are often pointed out as the secret of the high quality customer service in the Philippines.

In addition to its access to highly skilled and educated workforce, companies that contract services from providers of customer service in the Philippines can also take advantage of the Filipinos’ affinity with western culture, high English proficiency, and large experienced and trainable talent pool, among other things.

Customer Service in the Philippines: Pros

When it comes to outsourcing, the first advantage would always be cost savings. The cost savings are mostly due to the cheaper energy, labor, and real estate costs in developing countries. Offshoring customer service in the Philippines can give companies quality service at a relatively lower price than expanding a domestic operation.
There are several call centers that offer tech support and customer service in the Philippines and most of these service providers can facilitate a certain level of scalability. This allows both large multinational companies and SMEs (small and medium enterprises) with equal access to customer service in the Philippines. Companies that choose to outsource can also take advantage of the country’s investor friendly laws and special economic zones.

Outsourced Customer Service in the Philippines: Cons

Of course, outsourcing is not without its share of disadvantages. In the US, outsourcing is a highly debatable issue. The majority of its population is against contracting out jobs abroad since they fear that the domestic workforce will then face lesser opportunities and no job security.

Some of the problems that providers of customer service in the Philippines suffer from include high attrition rates, stress, long graveyard hours, among others. These are the reasons why customer service agents resign. This can be attributed to the stress-heavy nature of customer service and tech support in general, though a lot of other factors can play a role in this. Some companies put a stop to this talent leak by offering recreational activities to employees so that they can enjoy work-life balance.

Other disadvantages include good but still a lack of language skills because some idioms and phrases in the local dialect cannot be translated and this often results in miscommunication. In general, a long term outsourcing solution may affect the quality of their service but there are ways to prevent this. Companies will need to be vigilant in monitoring their outsourced staff to ensure that their customers get high quality of service.

At any rate, companies can fully enjoy the customer service in the Philippines by taking into account its advantages and disadvantages. Service providers, on the other hand, should find a middle ground that allows them to address the disadvantages while also capitalizing on the advantages. Finding that balance is important for the country to remain the frontrunner in providing customer service worldwide.

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