Inbound call center solutions in the Philippines
What are inbound call center solutions?
Inbound call center solutions are the people, software, and processes that handle incoming customer calls, and many firms now outsource them to the Philippines to cut costs and scale fast.
- They cover customer service, technical support, and order processing.
- They run on tools like call routing, IVR, and analytics.
- Offshoring to skilled Filipino teams lowers cost and adds fluent English speakers.
Call center outsourcing is one of the most outsourced services in the Business Process Outsourcing (BPO) sector. For many businesses, building a full inbound call center in-house is slow and costly.
An inbound call center also needs many staff to handle and manage incoming calls. Because of this, more organizations now choose to outsource these functions, or better yet, offshore them.
At first, offshoring was a debated practice. It raised concerns about cultural fit, language barriers, and more. However, offshoring today has proven far more useful for growing companies. In fact, plenty of firms lean on outsourced call center services to grow without heavy overhead.
When people talk about call center offshoring, the Philippines usually comes to mind first. This is mainly because the country has long stood on top of the leading offshoring destinations across the globe.
Call center outsourcing industry in the Philippines
The Philippines has been an outsourcing powerhouse for call centers for decades. As a result, the sector is now known worldwide for strong inbound call center services.
Foreign companies, mostly in Western countries, have offshored their call center work to BPO providers in the country. So the industry keeps growing year after year.
One main reason the industry has flourished is the high quality of service from Filipino customer service teams. Because of this, many brands trust the country with outsourcing customer service at scale.
Outbound vs. Inbound call center
There are two types of call centers: outbound and inbound. Both handle voice calls, but they differ in key ways.
An outbound call center is where agents make outgoing calls to customers. These calls are usually for telesales, telemarketing, and market research.
On the other hand, an inbound call center is where agents take incoming calls. People phone in for many reasons, such as:
- Customer service
- Technical support
- Order processing
Inbound agents are trained to handle a wide range of issues. As a result, they aim to give great service in every interaction.
Offshoring inbound call centers in the Philippines lets busy businesses do more while saving on costs. On top of that, the country has a vast talent pool of well-educated English speakers.
The BPO industry also plays a big role in the country’s economy. Over the years, it has created many job opportunities for Filipinos.
In short, both outbound and inbound call centers matter in service and sales. Knowing the difference helps businesses pick the approach that fits their goals.
The role of inbound call center software
Inbound call center software helps streamline customer chats and boost efficiency. Good call center software can also route calls, log data, and track results in real time.
Here are some key features of inbound call center solutions built on this software:
Automatic Call Distribution
This feature routes incoming calls to the most qualified agent. As a result, customers get a quick answer to their query.
Interactive Voice Response (IVR)
IVR systems handle a large volume of calls with ease. They also give customers a self-service option for basic questions.
Call Monitoring and Analytics
These tools track call quality and agent performance. So managers can spot weak points and improve the customer experience.
Leading call center outsourcing cities in the Philippines
Looking to outsource your inbound call center? Here are five leading outsourcing cities in the Philippines.
Manila
Manila is the capital of the Philippines. The metro area holds millions of residents and ranks among the wealthiest hubs in Southeast Asia.
Many well-known multinational BPO companies sit here. These include EMAPTA, Sutherland, and Sykes.
Cebu City
Cebu City lives by its name, “The Queen City of the South.” It was the first island in the country colonized by the Spaniards, so it is the oldest city in the Philippines.
Cebu City is also home to many global outsourcing firms. For example, Accenture, IBM, and Concentrix all run sites there.
Davao City
Davao is the “Durian Capital” of the Philippines. It has the largest population in the Mindanao region and the third largest in the country.
Popular BPO companies in the city include VXI Global Solutions and Six Eleven Global Services.
Cagayan de Oro
Also known as CDO, Cagayan de Oro is the capital of Misamis Oriental in Northern Mindanao. The city is a well-known business hub in the region.
Teleperformance and AZPIRED CDO are two of the top outsourcing companies based in the city.
Iloilo City
Iloilo City is where the famous Dinagyang Festival is held each year. In 2019, it won the Most Business-Friendly LGU award from the Philippine Chamber of Commerce and Industries (PCCI).
KMC Solutions and Fair Trade Outsourcing are two of the leading BPO companies in the city. Many firms also weigh these hubs when they compare in-house and outsourced call center costs.
Top inbound call center outsourcing companies in the Philippines
Now, let us look at leading multinational BPO companies in the Philippines.
Teletech
Also known as TTEC, this global BPO firm is well known for contact center services and other functions. Founded in 1982, it is one of the oldest outsourcing firms today.
Concentrix
Concentrix is famous for global marketing solutions, customer service, IT and consulting, and product development. This company has a large staff base spread across the globe.
Teleperformance
Teleperformance offers back-office services, customer experience solutions, and digital transformation. Its huge global team also supports many languages, so it fits firms that need multilingual call centers.
Sykes
Sykes is an American multinational provider. It was the first company to support Filipinos in call center solutions. Besides BPO work, it also offers customer experience solutions for firms of all sizes.
Sitel
Sitel calls itself a global leader in customer experience management. This provider serves retail, healthcare, insurance, banking, and finance.
Want to learn more about the top providers? Read our separate article on the Top 40 BPO Companies in the Philippines.
Connect with a well-suited inbound call center solution provider
Choosing the right inbound call center solution provider is key to your success. So take time to match a partner to your real needs.
Outsource Accelerator is the world’s leading outsourcing advisory and marketplace. Our directory includes thousands of BPO companies.
We help growing companies like yours connect with the perfect outsourcing provider. Are you ready to get your free quote?
Frequently asked questions about inbound call center solutions
What are inbound call center solutions?
They are the tools, staff, and workflows that handle incoming customer calls. As a result, they support service, tech help, and order processing in one place.
Why do companies outsource inbound call centers to the Philippines?
The country offers low costs and a large pool of skilled English speakers. On top of that, its BPO providers have decades of proven call center experience.
What is the difference between inbound and outbound call centers?
Inbound agents take calls from customers who reach out for help. Outbound agents, meanwhile, make calls for sales, telemarketing, and research.
What features should inbound call center software have?
Look for automatic call distribution, IVR, and strong analytics. Because of this mix, teams can route calls fast and track quality over time.
How much does inbound call center outsourcing cost?
Cost depends on call volume, skills, and the city you choose. Still, offshore rates in the Philippines are often far lower than in-house setups.
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