31/12/2019
Call Centre Philippines
Can you remember the time when the world was not available at your fingertips? Over the past decade, the internet and smartphones have revolutionised the way we engage with the world around us and given birth to on-demand services such as Netflix, Deliveroo, Uber and AirBnB.
These on-demand services have gone hand-in-hand with the expectations of instant gratification and customers are now not only demanding, but expecting, world-class customer service 24 hours a day seven days a week. No longer is waiting for an answer acceptable, consumers require their problems to be solved immediately.
This creates an enormous strain for these on-demand providers who operate in dozens of countries around the world as they need to be able to answer customers in multiple languages and across different communication methods such as email, social media and webchat.
In order to cope with the rising demand, they have turned to outsourcing their call centre and back-office requirements to the Philippines; helping it to grow to become the world leader in Business Process Outsourcing (BPO).
Why are contact centres in the Philippines so popular? There are multiple reasons, including the wide labour pool of highly-skilled workers as well as low costs. Not only that, though, the country has a close affinity to the West, allowing agents to understand the needs of customers.
The Philippines has also been able to build up an unrivalled range of world-class infrastructure, allowing for the contact centres to be able to meet a wide range of customer service needs. PITON-Global is one of the leading outsourcing providers in the country. Over the past two decades, the company has helped dozens of UK-based companies to successfully migrate their call centre and back-office outsourcing requirements to the Philippines. The award-winning company understands the importance of high service levels in helping to manage and retain the most valuable business assets - customers.
