Customer service may just be the single most thankless job in the history of humankind. This probably sounds a wee bit dramatic, but if you pause and think about it for a second, you’ll realise it’s true.
What do most of our collective customer service experiences have in common? They all start the same way, with a problem. Something is broken, or it isn’t working properly. Many times it’s probably user error—we’re completely in the wrong but just want someone to make it all better.
Most of us know, even if just somewhere in the back of our head, that we can call customer service and throw a temper tantrum and get the person on the other end of the phone to make some sort of concession for us.
Now take a moment and think of the person on the other end of the phone. I’ve often said no one ever calls customer service to tell the company how swimmingly things are going. It takes an incredible skill set to handle the often unruly phone calls forty hours a week, week after week after week. With this in mind, it should be no surprise to anyone that call centres have some of the world’s highest turnover rate. Depending on where you look, this turnover rate can hit 100%.
What does this mean for your business? First, call centres are expensive to run in-house in terms of daily operations and management. But also, the cost of constantly hiring and training new talent, just to see them leave after several months and have to start this daunting process over again, is not an efficient way to run a business.
As a business owner, what are your options here? Fortunately, the answer is straightforward.
Over the past twenty years, the Philippines has emerged as the leader in the call centre outsourcing industry, and they have effectively used those years to get a running head start on everyone around them. Currently, they sit atop the throne, and they hold nearly every advantage and skill you want when making this decision to outsource.
The call centre outsourcing industry in the Philippines is second to none, and in the city of Manila is a company that is doing it better than the rest. That company is PITON-Global.
Let’s take a few minutes and walk through all the ways that PITON has emerged as the premier provider of outsourced customer service.
The process is obviously important, and the experience and the built-up infrastructure of the Philippines, combined with cutting-edge technology, have given companies like PITON-Global a competitive advantage in this area.
Even more important in the world of customer service, however, is the ability to communicate clearly and effectively with ease. Regardless of which side of customer service you are on, you know that inability to communicate, whether due to connection, language, or anything else, is the most frustrating experience.
The second important advantage is the nation’s superlative communication talent. Filipinos, by and large, speak English, which is important in international business, because nearly 20% of the seven billion people on this Earth speak English.
Language is not always equal. Spaniards and Argentines both speak Spanish, but they do not sound the same, and the same exact thing goes for English. The Philippines was once a United States territory. As a result, Filipinos today speak “accent-neutral” English, which makes communication via call centre very easy.
PITON-Global is not just the benefactor of history and location; it is actually the product of hard work, excellent leadership, and great company culture. Over the past two decades, the company has won numerous industry awards. But how does this trickle down to the team members who are actually answering the incoming customer service calls? Well, they have also won Excellence in Customer Service Awards. As they say, attitude reflects leadership.
As American football linebacker Ray Lewis once said, “Greatness is a lot of small things done well.” PITON-Global embodies this in every way imaginable. Sure, the booming BPO industry in the Philippines has allowed them a certain set of resources that a lot of other countries just do not have, but it’s not like every company in the country is an automatic success.
PITON-Global understands that service and process are the essential fibres of customer experience outsourcing. And they have built a pristine process, created a top-notch culture and leadership team, and invested in their future with high-tech, state-of-the-art facilities.
Without a doubt, the Philippines is where you want to outsource your business process. Once you begin to look around, you’ll also realize that no two companies are built alike. When you partner with an award-winning call centre like PITON-Global in the Philippines, you won’t just think you’re in good hands—you’ll know you are in the best hands.