Friday, December 15

Faq For a Call Center in Philippines – First Part

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Can I hear how the agents sound?
Philippines is the #1 destination for English speaking call center Reps. That’s why major blue chip companies like Dell, Microsoft & Sprint just to name a few, have relocated their customer support services here. Voice samples are available on the web site.

As an additional quality control measure – you’ll have the ability to approve call center agents BEFORE they go live on your campaign – this ensures you of 100% satisfaction with the quality of agents you’ll have handling calls on your campaign.

Why is it a good idea to outsource to the Philippines? 

draft_lens16824221module142771371photo_1With call centers springing up all over the world there are more choices now than ever for outsourcing. Why the Philippines?

Well there’s actually alot of great places to outsource with a lot of great people running them.. But there’s one reason why we’re located in the Philippines and that’s because there is a higher concentration of fluently speaking, western culture aligned agents here than anywhere else in the world. For specific reasons on why the Philippines is better than India, I suggest you read Richard Mills Challenging Mckinsey. Just click the link.

“…a survey by the Michigan-based global staffing firm Kelly Services Inc. and the Singaporean market research outfit ACA Research Inc. showed that Filipino call center employees worked harder, were easier to train, had better language skills and were more devoted than their counterparts in India.”

What kind of cost savings can I realize by outsourcing?

We discussed this at top, but for example, a 25 seat customer service operation moving from the US to the Philippines could reasonably expect to save $600,000 or more. That’s a pretty hefty incentive for outsourcing.

How do I ensure that the same management controls are maintained when the process goes offshore?

This is a great question, and often the most critical. The first step is analyzing your current situation. Often very complex operations can be streamlined with software or some “outside ofthe woods” thinking, in other words – someone with a fresh new perspective. The second step is forming the plan of attack. Prior proper planning prevents poor performance – or something to that affect.

What kind of lines are you guys using, IPLC, VOIP or TDM? (If you don’t know what any of those acronyms mean, don’t worry.)

We’re using VOIP (Voice Over Internet Protocol). Yes I know, a few years ago it would have been unheard of. But with the recent advancements in the technology its actually better than some of the dedicated IPLC lines we’ve used in the past. Quite stunning really. VOIP is changing the world of outsourcing rapidly.

What is the line quality like?

Well, we wouldn’t be in the business of call centers if we offered anything less than a quality line connection. Toll quality lines (the calls you make from a traditional phone) transmit at less than 200 ms, so you don’t notice a delay. Well, our VOIP is now transmitting at less than 200 ms, which means – you guess it, no noticeable delay.


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