Customer service has the power to make or break your organization and is key to business success. By delivering top-notch customer service your organization can increase customer acquisition and retention rates which will ultimately lead to improved margins and profitability.

Customer service has evolved from 9 to 5, Monday through Friday to 24/7, 365 days a year. Customer expectations now reflect this ‘always on’ culture and organizations need to meet these expectations in order to provide the best service to remain competitive.

If you want to keep meeting customer response and experience expectations, your organization needs to invest in the right system, tools, processes and resources. Outsourcing is a resourcing strategy that can help. Many contact center tasks can be completed digitally, which makes them well-suited to being performed in an offshore environment. As long as your business is offshore ready, outsourcing customer service tasks to the Philippines is cost-effective and straightforward.

What are the benefits of outsourcing customer service?

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  • Cost savings: as the Philippines' cost of living is lower than most Western countries, your business can outsource repetitive and time-consuming contact center tasks for a fraction of the price it would cost to hire customer service specialists locally; up to 70% in some cases.
  • Increase in output efficiency and quality levels: sending routine customer service tasks to an offshore contact center team in the Philippines means your onshore team will have more time, budget and scope to take on higher-value work. Your business will notice a drastic increase in productivity levels as a result.
  • Business growth and scaling opportunities: when you send your time-consuming tasks to an offshore contact center team in the Philippines, your local team will have more time to focus on increasing profits and business growth opportunities. The additional capacity your onshore team gets from your offshore team's support means you can grow your business sustainably.
  • Faciliates 24/7 support: 24/7 customer support is an essential in many industries, not a luxury for organizations with big enough budgets to afford it. Offshoring contact center services to the Philippines can play a pivotal role by delivering against key customer service metrics like shorter hold times, instant online chat and around-the-clock management of social media and DM queries.

What are examples of outsourced contact center roles?

Depending on what outsourced provider you choose to engage, the following roles are well-suited to outsourcing:

Sample contact center team structure

Your first offshore appointment is usually a Contact Center Operations Manager, who becomes your offshore champion. They’ll oversee your offshore operations and communicate daily with your local executives.

Your team will grow based on your business goals. Call center outsourcing services are extremely flexible and easy to scale up or down as your organizations’ needs change. The good news is that you can start with a basic team structure, then quickly and easily add more staff as your business grows, without significant up-front investment.

Contact center teams are typically formed in the following ratios:

Local/Onshore Executive Chief Customer Officer or Head of Customer Experience Offshore team Contact Center Operations Manager Team Leader Inbound Contact Center Agents 10-15 Team Leader Outbound Contact Center Agents 10-15 Workforce Manager Training Specialists Workforce Analysts Subject Matter Experts 1-2 Subject Matter Experts 1-2 IT Support (If required) QA Specialists

Common challenges associated with outsourced contact center teams in the Philippines

Language barriers

It’s worth acknowledging that some of your customers will struggle to understand heavy accents, often made worse by latency or “call lag” when talking to an overseas customer service representative. At MicroSourcing, we’re aware of these issues in the contact center industry and we’ve worked hard to eliminate these problems in our services to you.

Due to the Philippines’ American-influenced education system, Filipinos speak English with a slight American accent which most English-speaking customers find easy to understand. What’s more, MicroSourcing invests heavily in solid infrastructure to maintain high call quality and prevent frustrating call lags. For your customers, this means a pleasant customer service experience, free from technical difficulties.

Communication and culture

As with any offshore operation, it’s critical to maintain daily communication between your local office and offshore team. There’s also the aspect of maintaining company culture. When teams work separately from the main operations of a business, there’s a chance that your company culture won’t carry across to the offshore location.

To address this issue, it’s important that your local contact center executives and customer service managers check in regularly with your offshore teams. Get to know your team, spend time with them and understand each other. Make sure your offshore contact center teams embrace your company values and expectations.

Interested in recruiting team(s) in the Philippines?

Since our inception in 2006, MicroSourcing has become one of the biggest providers of offshoring solutions in the Philippines. We can help you build a dedicated team in the Philippines, regardless of the roles and level of specialization you require. MicroSourcing is 100% owned by the Probe CX, one of Australia’s fastest growing offshoring solution and customer engagement firms. So, it’s safe to say we’re experts in outsourcing to the Philippines.

Call +1 888-731-0023 today or send us an email to discuss your company’s offshoring needs.

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