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Huge Factor for Successful Call Center Outsourcing Industry in Philippines is Innovative Technology

TMCnews Featured Article

June 04, 2012

Huge Factor for Successful Call Center Outsourcing Industry in Philippines is Innovative Technology

By Jamie Epstein, TMCnet Web Editor

The bustling metropolis of Manila is known for its budding call center outsourcing vertical that is powered by a large amount of agents who work throughout the night to assist customers and solve problems, questions and complaints. Last year, boasting approximately 600,000 call center workers, India was officially replaced by the Philippines as the most popular destination for outsourcing in the world.

However, without Internet telephony solutions in place, it is unlikely this Asia-Pacific region would be able to see such success. According to a recent article, this country is fully aware that its leadership position could quickly be overtaken and is working hard to continue to utilize next-generation technology at all times.

"The Philippines came into this business about 10 years ago, around the time of a technological shift to IP telephony," Raffy David, one of the directors of Teleserv, a call center that works with both Philippine and overseas clients, said in a statement.

IP telephony is a major force behind enabling companies to outsource their call center services and see multiple benefits including dramatically reduced costs, improved customer satisfaction and a ramp up in efficiency. "We got the new equipment, and had an attitude to embrace new things," David added. "We still have that."

Because it is much cheaper to employ Filipino workers as opposed to workers within the borders of the United States, David stated this saved capital is what enables companies to have the funds available to continue to invest in brand new technology.

"It's all about enhancing the customer's experience," he concluded. "We want to give them a fast, efficient and highly personalized service."

As customers are starting to turn to social media sites more and more for self-service, call center outsourcing in the Philippines is also embracing this trend by combining all of its social media into one folder, enabling employees to be able to view each and every message in real-time.

He added, "More and more people are wanting to contact us by Facebook and Twitter (News - Alert). We have to be able to respond to that need."

It is important to highlight here than even with social media in place, if a client isn’t getting a quick response via this communication channel, it could affect the company’s brand in a negative manner.

"Especially now, with so many people using social media, businesses have to be very careful that their service is good," Edgar Doctolero, the country manager for Avaya (News - Alert) Philippines commented."It's so easy for people to post opinions - either good or bad - on Facebook or Twitter, and their message can go viral really quickly. Imagine the impact that can have on a contact center."

Edited by Rachel Ramsey

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