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Customer Service Representatives in the Philippines



The increased emphasis on customer experience nowadays has something to do with how it can positively affect future transactions with the business. High-quality products and services just don’t cut it anymore. Customers are more concerned about how a brand attends to their needs beyond the initial purchase. This brings us to the topic of customer service. 

If you are looking for ways to improve your company, one of the best investments you will ever make is hiring customer service representatives. These people deal with your customers, improve relations, give them more information about your products, and get more value from them through their feedback so you can retain them as customers. As you may already know, investing in new customers is between 5 and 25 times more expensive than retaining existing ones. 

According to Salesforce Research, 89% of consumers are more likely to make another purchase after a positive customer service experience, while 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. That wouldn’t be possible without a solid team of customer service representatives supporting your business. 

Get more work done by outsourcing to the Philippines 

Businesses from various industries and from all corners of the globe find the need to invest in good customer service representatives. These people can add value to their brand, and can help make transactions smoother and faster. While it can be a real challenge looking for quality staff, that doesn’t mean it’s impossible. Your best solution is to outsource. This saves you more money, time, and effort given that many tasks can be completed online. 

If you are looking to find the best team to make your customers feel important, and remove the perception that customer service is an afterthought for the business they buy from (your company), then it’s high time to outsource to the Philippines. 

Why choose Filipino customer service representatives? 

One of the key drivers of the BPO or Business Processing Outsourcing Industry is none other than the Philippines, and it continues to stay that way for a reason. Filipinos are highly dedicated to providing quality service each time. Their culture gives emphasis on service, and they will go the extra mile to make sure a customer’s needs are attended to. This is already a good enough reason for you to choose Filipino customer service representatives. But there are also other reasons why:

24/7 Support

It would cost you more to have your current staff work around the clock 24/7 just to provide customers what they need. It would be more reasonable to outsource to Philippines! The difference in time zones means customer service representatives can manage calls in the early morning and late at night just for you! Now, that’s how you achieve 24/7 support and care for your customers! 

Cost-effective

Businesses get to save 60% to 80% of operational costs by hiring offshore or Filipino customer service representatives. This is a fraction of the price compared to what you will shell out if you have your staff work around the clock. Plus, you get to focus on the real matters at hand, and leave the repetitive and time-consuming tasks to those who are already experts at it. Some US-based businesses can attest to the fact that outsourcing to the Philippines reduces capital costs. The customer service representatives here are easy to understand.

Literate People with Good English Proficiency

There is no need to worry about miscommunications with the representative and your customer. Philippines prioritizes the English language education, translating to people who speak the language with near to complete fluency. Filipino customer service representatives are not just experts at providing excellent service. They could also easily eliminate the fear of language barriers that could trigger an already irked customer. With this, the possibility of providing good service is already guaranteed. 

Depending on your requirement, there are also other representatives who speak a multitude of languages.

These 3 reasons already detail why you should choose Filipino customer service representatives. If you need more, just know that the other criteria that you will surely take into consideration are also true: 

  • Affinity to Western cultures
  • Ability to put customers front and center 
  • Talent development programs
  • Government incentives for foreign investors
  • Industry growth rate
  • Industry revenue rate

Pros and Cons of outsourcing to Philippines

Just like a coin has two sides, offshore outsourcing also has advantages and disadvantages.

PROS

  • Representatives are inherently customer-oriented. They can provide outstanding service to your customers by communicating effectively.
  • Reduced costs for the business. The service provider shoulders expenses like utilities, infrastructure, and labor costs. The only thing left for you to do is commit.
  • Staffing issues are eliminated. Building and training your team is easier said than done. By outsourcing to the Philippines, you will be hands off on issues related to staffing, may it be hiring, or training. This will save you a lot of time and headaches!
  • Get outstanding 24/7 service for a fraction of the price. Let your business work around the clock without breaking your bank. You can retail your usual business operations from where you are, and have Filipino customer service representatives work on customer solutions for you!
  • Eliminate language barriers. By putting your company’s fate in the hands of English-proficient and customer-oriented folks, then you can rest easy knowing that the number of agitated customers arising from language barriers will be greatly reduced.

CONS

Control over business functions is decreased. By outsourcing, your company will be turning over the customer service part of the business to another team. If you’re not sure about the quality of the team, then you might find it more difficult to track quality and put policies.

At the end of the day, the decision to outsource Filipino customer service representatives is up to you. Do you see the value in it, or no? If your answer is yes, let’s talk business!

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