Picking the right Philippine call center

Picking the right Philippine call center can transform your customer support and cut your costs. Demand for outsourced call center services keeps rising as businesses look to grow while saving resources.

Your business might be in this spot right now. Or you may just want to expand and improve your service. Either way, outsourcing your call center to a top country like the Philippines is a great start.

Why outsource your call center to the Philippines?

The Philippines pairs low operating costs with a large pool of skilled, English-speaking agents, so you get quality support at a fraction of in-house costs.

• You save a lot on operating costs compared with hiring in-house.
• You gain fast access to trained, experienced agents.
• You can scale your team up or down as demand shifts.

Call center outsourcing in the Philippines

The industry started with basic email support. Since then, call center companies in the Philippines have grown fast and widened their fields. It remains one of the fastest-growing industries in the country. As a result, it creates business solutions and millions of jobs for Filipinos.

There are several reasons Western firms outsource call center work here. For one, they save a lot on operating costs. So they pay a modest fee and get a team set up quickly.

They also reach the country’s skilled, experienced professionals. These agents handle customers with care. In addition, you can enjoy these perks when you pick the right partner. The Philippines BPO industry keeps maturing, which gives you plenty of proven options.

Things to consider in choosing a Philippine call center

Before you pick a Philippine call center to handle your roles, review these factors first.

Documentary requirements

First, prepare the key requirements for your team. These set the stage for smooth onboarding.

Goals and objectives

First, set clear goals for your outsourced call center. Maybe you want to build a support team or improve one. Either way, make sure this fits your wider business aims.

Processes

Next, your service processes and SOPs guide team training. So prepare the basic workflows, scripts, and target outputs. These should match your goals.

KPIs and metrics

Finally, customer service KPIs set the bar for your team’s performance. They help you track calls, transfers, drops, and handling times. For a deeper look, review the main customer service metrics worth watching.

BPO companies in the Philippines

Not sure where to start? Then check the country’s top locations in outsourcing. Each city offers its own mix of talent and cost.

Metro Manila

Most BPO firms sit in the cities of Metro Manila. Business hubs like Ortigas, Makati, and Bonifacio Global City (BGC) are the heart of the industry. However, some firms also set up in Quezon City and Las Piñas, closer to where agents live.

Cebu City in Cebu

The Queen City of the South once slipped a few ranks in the Tholons Super Cities this year. Still, many firms prefer Cebu as a top hub outside Manila. It offers a quality workforce at a lower cost.

Davao City

Davao City is the main trade hub of Mindanao. It has long shown strong outsourcing potential. The city hosts both small and large BPO firms, including Six Eleven BPO, one of the most established call centers in the country.

Bacolod City in Negros Occidental

Bacolod City keeps building its name as a hub for KPO and game development. In addition, call centers and BPOs in the area continue to increase to keep up with the demand.

Clark Freeport Zone in Pampanga

Clark is a strong pick for call center work outside Manila and within Luzon. Government support helps create an efficient work setting for BPO clients. For example, leading firms like Cloudstaff thrive in Clark, Pampanga.

Dumaguete City in Negros Oriental

Finally, Dumaguete City ranks among the best choices for contact center work. As a “university town” in the Visayas, it offers strong English skills and a capable workforce.

Call center services to delegate

When you pick a Philippine call center, think about the services you need. Most boutique and established centers offer general support services. It also helps to know which call center services you can offshore before you decide.

Voice or non-voice

Voice means support through spoken calls, both inbound and outbound. Here, customers call the business or the business calls them. Non-voice, meanwhile, handles concerns through other channels. This includes email, live chat, and SMS. Call centers can do some of these, though not all.

Using performance metrics as your determiner

To choose the right services, review your current support. So check your metrics if you already track them. Look at what you want to improve, explore, or keep. Do not worry if you have no metrics yet. Your outsourcing partner can help you set them up.

Budget for hiring a call center

Philippine call centers charge based on call volume and type. You get billed weekly or monthly, based on your deal. However, how much you should pay depends on many factors. These include service quality, location, equipment, and the average salary in the Philippines. For a closer look, see current call center outsourcing prices.

Usual salary of a call center agent

Call centers deliver strong work at low cost partly because living costs are low. For example, a $500 monthly salary can cover a Filipino agent’s household needs. That is a big contrast to costs in the West. Salaries also vary by region, based on local living costs.

Pricing structures

Pricing and payment terms vary by company. In short, you can get a shared or a dedicated team. Shared teams suit small businesses and serve many clients at once. Agents may take a dozen clients a day, mostly on inbound calls. Dedicated teams serve one client and handle inbound or outbound, voice or non-voice.

So choose a dedicated team at a fixed monthly price for steady, high call volume. For lower volume and lower cost, pick a shared team.

Hidden charges

However, watch for hidden fees. Extra charges may apply for transfers, after-hours features, or extra call minutes. So ask about all possible fees up front. This keeps your billing clear and avoids surprises.

Picking the suitable Philippine call center services provider

As you choose your provider, follow these best practices:

• List your top choices. First, list preferred companies and compare them against your needs.
• Check their reviews. Next, read reviews on sites like Glassdoor and Clutch. Also, watch for reviews that look fake or planted.
• Ask about hidden charges. Ask about extra fees for transfers, after-hour calls, and virtual reception.
• Visit their site. Finally, request an on-site or virtual tour to see how they work.

There are many high-quality call centers in the Philippines. Each offers a wide range of services. So the right match can lead your business to real success. You can also explore the Philippine telemarketing industry if outbound sales support is a priority.

Frequently asked questions

Why do businesses outsource call centers to the Philippines?

They save on costs and reach skilled, English-speaking agents. The country also has a mature BPO industry. So support quality stays high while spend stays low.

How much does a Philippine call center cost?

Costs vary by call volume, service type, and location. You can pick a shared team for lower cost or a dedicated team for steady volume. Always ask about extra fees before you sign.

What is the difference between voice and non-voice support?

Voice support handles spoken calls, both inbound and outbound. Non-voice support uses email, live chat, and SMS. Many call centers offer both, though not always.

Which Philippine cities are best for call centers?

Metro Manila, Cebu, Davao, Bacolod, Clark, and Dumaguete all rank well. Each offers a mix of talent and cost. So your best pick depends on your budget and needs.

How do I choose the right call center partner?

List your top choices and compare them. Then read reviews, ask about hidden fees, and request a tour. As a result, you can pick a provider with confidence.

Key takeaways

• The Philippines offers low-cost, high-quality call center support with skilled English-speaking agents.
• Set clear goals, processes, and KPIs before you hire a Philippine call center.
• Top hubs include Metro Manila, Cebu, Davao, Bacolod, Clark, and Dumaguete.
• Decide between voice and non-voice services, and between shared and dedicated teams.
• Compare reviews, ask about hidden fees, and tour the site before you commit.