Philippines now ranks third overall, behind India and China for the most offshore income in the outsourcing industry having generated $2 billion in revenues. This is quite noteworthy considering that Manila employed 2,500 people and only generated $24 million at the turn of the century. The low cost of wages is the chief reason behind this phenomenal growth, but the question still has to be asked --- is the Philippines a good option to outsource call center projects?
To answer this question, you have to consider the following 5 disadvantages that you will be faced with when outsourcing to Philippines, a call center project:
Philippines does not have the top infrastructure. When it comes to call center services like call center software, security measures, training methodologies etc. Philippines lacks basic training and implementation. InSO is always aware of trends in the outsourcing market and strives to keep up with all the advancements that it presents to the industry.
Philippine call center personnel are not skilled in sales and sales closing. Their communication skills are very basic. Additionally, several chat support, email support, and technical support operations have failed in the past. Order taking and sales support services have been extremely poor in Philippines. InSO call center personnel have been fully trained in sales and have excellent product knowledge which helps them answer any and all customer support questions.
The political condition in Philippines remains extremely unstable and political crises in this country are an ongoing phenomenon. The downside to this is that when there is continual political unrest, it has a negative impact on the economy of the company that is experiencing this sort of crisis. InSO’s offshore presence is in India, a country that has had a very stable political climate and continues to do so. Additionally, the economy in India continues to prosper as a result of the stability.
Since call center outsourcing in Philippines is a relatively new industry, their personnel are very inexperienced and extremely unskilled with call center support issues. As a result of not having experienced personnel at the basic support levels, there is no quality in performance at the management level. InSO’s call center personnel have met strict educational and experience requirements, as well as having achieved language proficiency levels. As a result, the quality of management exceeds industry standards.
Philippines call center personnel have a weak knowledge of the industry. This makes it very difficult to meet customer expectations and answer any questions regarding the products they are dealing with. Limited language and communication skills hamper the essential requirements of a call center. InSO’s knowledgeable call center personnel understand what it takes to meet and exceed your customer’s expectations and have outstanding product knowledge.
Taking the above issues into consideration when considering an outsourcing entity for your call center needs, InSO is the clear choice. InSO has its headquarters in Los Angeles but has an offshore presence in India. Clients benefit greatly from this when using InSO for their call-center needs in that they gain on-shore quality at offshore pricing. It’s basically the best of both worlds.
International Services Outsourcing (InSO) is a leader in the BPO industry and can help your business achieve its goals, namely increased productivity and profitability. Contact us today so that you can see how InSO delivers on-shore quality at off-shore affordability. Please visit our website at www.inso.us and let us show you why we are your “One-Stop-Shop” outsourcing center.
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