Call center outsourcing is among the most outsourced services in the Business Process Outsourcing (BPO) sector. For various businesses, setting up an entire inbound call center infrastructure is both time-consuming and expensive.
More so, having an inbound call center demands a volume of staff to handle and manage incoming calls. These are why organizations prefer to outsource their call center functions, or better yet, offshore.
At first, offshoring has been a controversial practice raising concerns about cultural incompatibility, language barrier, and more. However, offshoring today has proven to be more beneficial for growing companies.
When we speak of call center offshoring, perhaps the first thing that comes to everyone’s mind is the Philippines. This is mainly because the country has always been on top of the leading offshoring destinations across the globe.
Call center outsourcing industry in the Philippines
The Philippines has been considered as an outsourcing powerhouse for call centers for decades. Foreign companies, especially in western countries, have been offshoring their call center processes to the BPO providers in the country.
Outbound vs inbound call center
As you know, there are two variations of call centers, outbound, and inbound calls. While both perform voice calls, they have their significant differences.
Outbound calls center is when agents carry out outgoing calls to reach out to customers. Outbound calls are usually for telesales, telemarketing, and market research purposes.
On the other hand, an inbound call center is when agents receive incoming calls from customers, partners, or clients—these people phone in for different reasons such as customer service, technical support, and order processing.
Offshoring inbound call centers in the Philippines let thriving businesses maximize their full potential while saving entirely on their overall costs. On top of that, it has a vast talent pool of proficient and well-educated English speakers.
The BPO industry in the Philippines also plays a significant role in the economic growth of the country. Over the years, it also has created more and more job opportunities for the Filipino population.
Leading call center outsourcing cities in the Philippines
For companies that are looking into outsourcing their inbound call center, here we have a list of the five leading outsourcing cities in the Philippines:
Manila is the capital of the Philippines. With over 13,923,452 residents, the city is one of the wealthiest nations all over Southeast Asia. Located here are some of the renowned multinational BPO companies. These outsourcing centers include EMAPTA, Sutherland, and Sykes.
Cebu city lives by its name, “The Queen City of the South.” It’s the first island in the Philippines colonized by the Spaniards, making it the oldest city in the country. Besides its rich history, Cebu City is also a home to many international outsourcing corporations like Accenture, IBM, and Concentrix.
Davao is the “Durian Capital” of the Philippines. It has the most population in the Mindanao region and third in the entire country. Popular BPO companies in the city are VXI Global Solutions and Six Eleven Global Services.
Cagayan de Oro
Also known as CDO, Cagayan de Oro is the capital of Misamis Oriental found in Northern Mindanao. The city is known as the business hub in the region, with its overall population accounting for 753,138. Teleperformance and AZPIRED CDO are two of the top outsourcing companies that have their headquarters in the city.
Iloilo City is where the famous Dinagyang Festival is celebrated yearly. In 2019, the city bagged the award as the Most Business-Friendly LGU given by the Philippine Chamber of Commerce and Industries (PCCI). KMC Solutions and Fair Trade Outsourcing are two of the leading BPO companies in the city.
Top inbound call center outsourcing companies in the Philippines
Now, let’s go through the leading multinational BPO companies in the Philippines:
Also known as TTEC, this international BPO company is well known for its range of contact center services and other outsourcing functions. Established in 1982, the outsourcing company is one of the oldest outsourcing firms today.
Concentrix is famous for its global marketing solutions, customer service, IT and consulting, and product development solutions. This outsourcing company has over 265,000 staff scattered across the globe.
Teleperformance provides back-office services, customer experience solutions, as well as digital transformation functions. This outsourcing company employs over 380,000 staff around the globe, speaking 265 languages.
Sykes is an American multinational outsourcing provider that was the first company to support Filipinos in call center solutions. Apart from BPO services, the company also offers customer experience solutions for businesses of all sizes.
Sitel prides itself on being the global leader in terms of customer experience management. This global outsourcing provider caters to retail, healthcare, insurance, banking & finance, and more.
To learn more about the top BPO companies located in the country, you may browse our separate article about the Top 40 BPO Companies in the Philippines.
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