Call centers Philippines: Piton-Global


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Photo Credit: bernardbodo

Most companies are under increased competitive pressure to reduce their operating costs. Hosted solutions have made cloud technology less expensive and an easier option for contact centers, allowing companies to reduce costs. Cloud solutions also permit companies to deliver enhanced customer experiences with their call centers; solutions proven to increase the level of satisfaction due to reduced call waiting times.

The Shift to the Cloud

Back in the 1950s and ’60s, contact centers were nothing more than a basic switchboard or a team of secretaries with address books. When computers became integrated into business, contact centers evolved into solutions that offered a virtual Rolodex. Over time, workplaces have adopted “on premise” solutions where customer data resides within the organization. The latest iteration of contact center software in the cloud allows employees to foster customer relationships seamlessly, and offers teams the ability to connect with customers more easily and rapidly as a business scales.

McAfee’s “Navigating a Cloudy Sky” study says 97% of organizations already use cloud services in some capacity, and the pressure to apply it to more areas of business will only grow. The report also notes that only 69% of business leaders actually trust their sensitive data to the public cloud. A rational concern, given media coverage of all the security breaches and cyber- attacks that have happened in recent years. However, the fact that cloud data is stored on servers external to a company and managed by professionals is a good thing. Cloud providers, whose job is to be an expert in dealing with this data, can spot, diagnose, and solve incidents and vulnerabilities before they cause problems for the end user — in the end, saving time, money, and manpower in the long run.

In fact, it’s through the use of cloud technology that Jet Blue Airlines was able to distribute its entire contact center among employees working at home. In an interview with Forbes magazine, Neelman said, “It got to the point that I could hardly keep up with all the companies that came calling, wanting to be shown how JetBlue had made a distributed call center work.”

Motivation to Outsource

If that’s not motivation enough to partake in business process outsourcing, rest assured that pushing call center operations overseas is good for many reasons – particularly in the Philippines. Western countries have been sending jobs overseas for decades, optimizing efficiency and cutting costs – and many countries have risen to the occasion, but none quite like the Philippines has.

According to Entrepreneur magazine, “Culture has an enormous impact on the success of outsourcing. When outsourcing, if the BPO destination does not understand the culture, there will be a lot of difficulties in the migrating process. The Philippines has built a reputation on having a deep understanding of Western countries, the United States in particular. This makes the migration and transition smooth creating cohesion between the company’s home base and its outsourcing destination.”

Cultural affinity, combined with a 96.3% literacy rate, has made the success of call centers in the Philippines inevitable.

It’s All About the Bottom Line

One of the most important aspects of running a business is cutting costs wherever possible, while maintaining productivity and quality. There is a huge difference in the cost of labor in Western countries and the Philippines, due to the difference in living expenses. By outsourcing contact centers, back office services and/or other business processes to the Philippines, a company can drastically cut costs.

Finding a quality contact center in the Philippines, such as PITON-Global, guarantees that employees are paid decent wages for the local economy. While the minimum wage in the U.S. might bring lower quality workers, minimum U.S. wages in the Philippines with the right company can provide a higher quality worker. And if you’re feeling guilty about taking away someone’s job in the U.S., rest assured that by using a call center in the Philippines, you are providing a better way of life for a family in a third world country, and the wages that would go to some college kid working a temporary job will be better spent on a hard working Filipino trying to put food on the table for his or her family, and who wants to make it a lifetime career.

Entrepreneur magazine also points out, “Companies in English speaking countries have been utilizing Philippine-based outsourcing providers for over two decades because they have proven themselves to be powerful, efficient, and provide a quality product. Outsourcing is a serious thing to consider, but it can make a huge impact on the future of a company. Cost is an important aspect of the migration decision, but it is so much more than that. Maintaining quality and efficiency is just as important in a world where customers have access to many options. The Philippines provide the best services available helping companies to gain new customers, keep current customers, and turn customers into loyal patrons for years to come.”

Article Written by: John David



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