Modern businesses are dealing with an evolving technological landscape amidst the demands of a constant contact culture. For a while, it seemed that institutions like call centres were outdated and being phased out, yet the current communication demands on businesses still feel overwhelming. Companies need to be readily available and easily accessible. They also need to manage several social media accounts, handle customer review sites, take in customer requests, and so on. Websites now utilise chat bots, and marketing teams handle a lot of their communication through email.
Many companies now refer to this area of their business as omni-channel contact centre support. It’s safe to say that things have changed and evolved. But as they say, sometimes the more things change, the more they stay the same.
“This means that despite the growing number of communication options available to us, sometimes we still want a good old-fashioned voice on the other end of the phone. As humans, we are wired to connect—it’s a part of our desire for community,” says Ralf Ellspermann, CEO of PITON-Global, an award-winning call centre in the Philippines.
The more your customers demand omni-channel communication, the more they still want the option to talk on the phone when all else fails. We understand the wants, but what is the cost of doing business now?
Call centres are not cheap to operate. The overhead costs quickly add up, especially when you factor in all the other communication tools you now have to pay for. The buildings need to be high-tech, and they need failproof internet and power sources. The utilities themselves can also add up quickly.
“You then need to consider the fact that we do business on a global level now. Yes, some companies have defined territories, and they stick to them, but generally speaking, we are operating on a global scale. With the internet and distribution being ever easier, companies are selling products all over the world,” says Ellspermann.
With this comes the need for 24/7 service. Sure, you can spread out your call centre services geographically, but then you have less control over the quality. If you choose to centralise the operation, you will be dealing with the demands of keeping a centre open at all hours of the day.
This twists companies into a bit of pretzel as they face the challenge of operating and maintaining a top-quality facility at a cost that isn’t detrimental to the business. A true solution to this sounds too good to be true, but I promise you, it isn’t.
Twenty years ago, the Philippines realised an opportunity for someone to step in and provide a solution. Quality call centre services are not easy to come by, and they are not cheap. Take out the overhead costs and just consider the labour. Generally speaking, services in the US cost between $30-38 AUD an hour. Western Europe is over $30-42 AUD an hour, with Eastern Europe in $25-plus range. Australia is also $35-50 AUD per hour.
The Philippines comes in around $16-24 AUD an hour, which has made it a favourable spot for businesses looking to outsource their call centre needs. The bigger benefit is that they do it without sacrificing quality. The BPO industry in the Philippines has been a big local economic accelerator, which has helped bring in the best and most talented workforce. When you partner with an industry-leading call centre outsourcing provider in the Philippines, you get a partner you can trust and rely on.
“Businesses face more international demands than ever before. Having a premium-quality outsourced call centre partner that you can count on is essential for your success. The Philippines gives you a stable and dependable call centre outsourcing partner and provides your customers with the high-quality service they deserve,” says Ellspermann.