Over the past twenty years, the Philippines has built the best contact centre outsourcing industry in the world. The services they provide run the full gamut of business processes, and they work with companies around the globe. Filipinos possess advantages and resources that other countries simply cannot offer.
Let’s start by looking at the contact centre industry as a whole and the current projections for it. For starters, the global call centre industry is expected to grow by 10% over the next few years, and as it grows, so will the Philippine share of it. Based on a recent report, the Philippines comprises roughly 12% of the global contact centre outsourcing industry. Current projections show the Filipinos’ share growing to around 15% of the total market over the next few years as they continue to establish themselves on the world stage.
The BPO industry in the Philippines is enormous, employing more than 1.2 million people and generating 30 billion (AUD) in annual revenues. Contact centres account for 70% of that business. With a rough estimate of over 800 BPO companies in the country, well, that’s a whole lot of contact centres.
The Philippines has established itself in the global market by providing global services. While this may seem like a corporate tag line, it is in fact backed by data. The country’s top contact centre outsourcing providers partner with companies in North America, Europe, Asia, and Australia. The main reason they are able to do this is that they can communicate in many different languages, which makes them a versatile partner. Languages range from English to Spanish and several other Asian and European tongues.
The global marketplace spans many different time zones, which means varying standard workdays, times, and even holidays. For this reason, contact centres need to be accessible to customers no matter where they are and when they need support. This is another advantage of call centre outsourcing to the Philippines.
“The work ethic of the Filipinos is second to none. Almost half of the contact centres in the Philippines are open seven days a week, and over half of them are open 24 hours a day. That means that any time of the day, customers can reach out and have a conversation. This is incredibly important for the customer experience,” says Ralf Ellspermann, CEO of PITON-Global, an award-winning call centre in the Philippines.
Over 20% of all Australian companies currently outsource some part of their business processes. Of these, 70% are outsourcing to the Philippines in some shape or form. They have explored the many advantages and have elected to outsource to the best in the business.
Contact centres are timeless and still extremely relevant in today’s modern business model. The ability to handle any stage of the customer process in a timely fashion continues to drive business success. With industry-leading linguistic skills, work ethic, and expertise, the Philippines has become the global choice for call centre outsourcing.
With companies like PITON-Global setting an example, it’s safe to say that as the contact centre industry continues to grow, the Philippines will be leading the way.