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The Philippines boasts an array of advantages including a skilled workforce, an ideal business setting, and a welcoming environment that's great for growing Business Process Outsourcing services. The country is also known as the call center capital of the world. By partnering with top Philippines call center companies, both local and foreign businesses can reap numerous benefits. These include access to a highly skilled talent pool, cost-effective solutions, and a safe and reliable environment for data protection and fostering business growth.
Due to the Philippine Economic Zone Authority, the country continues to welcome a huge flow of investments to develop its well-known IT-BPO sector with superior call center services. Sixteen years have passed since the outsourcing industry was in its infancy in the Philippines. Today, it's a coveted profession among the younger generation. With over one million residents now working in call centers in the Philippines and other outsourcing businesses, predominantly catering to American companies, it has become a major source of employment in the country.
Top 10 call center companies in Philippines:
1. Helpware
2. [24]/7 Customer Philippines
3. Apex
4. Teleperformance Philippines Inc.
5. SixEleven
6. Fusion BPO
10. Piton-Global
Call Center Industry in the Philippines: Real Figures and Expectations
The Philippines accounts for a significant share of the global BPO market, comprising 10-15% of it. With a national workforce of around 1.3 million employees, the country has established itself as a major player in the outsourcing industry contributing an estimated $30 billion to the Philippine economy annually.
It is anticipated that the revenue will experience a compound annual growth rate (CAGR) of 8.22% from 2024 to 2028, culminating in a projected market size of US$0.96 billion by the end of 2028. These statistics show the country's great potential in terms of its highly motivated and skilled people, supporting government efforts, business-oriented time zones, and great technical capabilities. Outsourcing call centers in the Philippines can significantly enhance the value of your business threefold.
Modern Philippines call centers are now utilizing digital tools and communication technology to demonstrate their flexibility and scalability. As innovative technologies for customer support continue to improve, local BPO service providers can facilitate further growth and scalability for many European and American companies in versatile industries. The country's strong outsourcing track record is a testament to its capabilities, and it is poised to capture an even larger share of the global BPO market.
Why Philippines Call Center Outsourcing Can Save Your Business Time and Money
If you're looking to enhance your customer service quality or reduce your costs, enlisting the services of CS agents from the Philippines is the solution you need. Filipino workers' admirable work ethics, resilience, and positive attitudes, along with their culture of hospitality, empathy, and patience, make them valuable assets for a successful outsourcing partnership.
Outsourcing to the Philippines offers numerous advantages when done properly:
- Filipino agents are adept at connecting with customers, understanding Western culture, and navigating cultural nuances. This leads to strong rapport and trust, enhancing customer experiences. The widespread use of English in the Philippines ensures agents are fluent, aiding in clear communication and reducing language barriers for a smoother customer experience. This partnership allows round-the-clock customer service, catering to different time zones and ensuring assistance is always available.
- Lower living costs in the Philippines mean lower labor costs, allowing for significant savings without sacrificing service quality. This cost-effectiveness is a key advantage.
- Access to a talented pool of agents skilled in customer service, benefiting from comprehensive training in communication, problem-solving, and empathy. Local providers invest in cutting-edge communication technologies, ensuring efficient and reliable customer interactions.
- Flexibility to scale operations up or down as needed, efficiently managing varying customer service demands. Outsourcing allows for dynamic tuning to market needs. By hiring dedicated teams, your business can concentrate on primary goals and growth, reducing the burden of managing an in-house call center.
TOP 10 Call Center Companies in the Philippines You Should Know About
Top BPO companies in the Philippines cater to customers across various business verticals such as IT, energy, finance, healthcare, real estate, etc. With a multitude of outsourcing options available, it can be mind-boggling to make an eligible choice. But do not worry! Here you will find 10 well-established and experienced call center companies in the Philippines we have selected for your business needs.
Helpware
The company has been a trusted service partner to versatile businesses since 2015 providing effective and scalable solutions to its clients. Having offices in the US (Lexington, KY and Martinsville, VA), the Philippines (Cebu and Manila), Mexico (Queretaro and Guadalajara), Germany (Berlin), and Ukraine (Kyiv, Lviv, and Odesa), Helpware underwent a rapid expansion in 2022 by opening other locations such as Poland, Albania, Georgia, and Uganda and made it on the list of the 100 fastest-growing companies.
The company’s core areas of expertise encompass a wide range of BPO services starting from seamless omnichannel contact center and tech support to delivering robust IT support and ensuring meticulous content moderation. Helpware’s capabilities also extend to data annotation, efficient data entry, reliable helpdesk solutions, and comprehensive back-office support. Discover these cost-effective CS services available when outsourcing a call center in the Philippines.
Standing atop the industry, Helpware is a global leader recognized by prestigious awards, including a Clutch “1000 Top-Rated Business Service Providers of 2023”, Comparably's "Best Company Culture", Gold Stevie® Award for "Company of the Year - Business Services” (2023), and many other accolades.
Key Features:
- Incorporates special training programs for the Filipino talent pool to develop their customer service skills and technical expertise. Helpware’s CSAT score is 90%. Grows high-performance culture through all multinational CS departments. The more dedicated and encouraged CS representatives are, the more satisfied and loyal your customers will be.
- Transforms business operations through strategic integration of software development, ML, data science, and AI.
- Top-tier data security safeguards client information, underpinning seamless customer experiences.
[24]/7 Customer Philippines
Establishing its operations in the Philippines in 2006, 24/7 swiftly rose to become a leading BPO powerhouse by 2013. With strategically located centers in the bustling Metro Manila region, the company boasts a formidable workforce exceeding 3,000 skilled professionals.
Renowned for serving Fortune 500 clients across various industries, including telecommunications and retail, 24/7 leverages a potent combination of outsourced talent and cutting-edge AI-powered contact center solutions. This powerful fusion enables clients to deliver unparalleled customer experiences that set them apart in the market giving businesses more opportunities to grow when they outsource call centers in the Philippines.
Key Features:
- Actively integrates tech innovations offering its 24/7.ai Engagement Cloud, an integrated platform that harmoniously blends chat, messaging, and voice channels.
- Provides comprehensive training solutions to enhance the skills of customer support representatives ensuring a well-rounded and capable team.
Apex
A distinguished company that maintains a strong and consistent growth trajectory, boasting over six strategically positioned locations in the US, the Philippines, and Mexico. With a highly skilled and trained workforce, Apex continually enhances productivity and ensures the delivery of top-notch call center services in the Philippines.
Receiving accolades for its excellence, Apex stands as an award-winning company, holding an A+ rating with BBB. Committed to stringent security measures, Apex maintains PCI and HIPAA compliance, while adhering to IQ Net and SOC2 standards. By leveraging state-of-the-art onshore and nearshore facilities, the company consistently delivers exceptional solutions.
Key Features:
- Has robust security measures. By adhering to standardized security practices and requirements, the company ensures the protection of sensitive data and maintains confidentiality.
- Recruits and develops niche specialists who possess the specific skills and expertise required for various projects or industries.
- Understands the importance of budget and time constraints, offering flexible solutions that align with client's financial plans and project timelines.
Teleperformance Philippines Inc.
Teleperformance, a renowned French multinational corporation, initiated its customer service operations in the Philippines back in 1996, quickly establishing itself as a leading provider of exceptional customer experience services. With an extensive workforce of over 45,000 employees stationed across 22 centers in Manila, Antipolo, Baguio, Bacolod, Cebu, and more, Teleperformance Philippines stands as a growing industry player.
On a global scale, Teleperformance serves clients from over 160 countries, catering to a diverse range of needs. The company's forte lies in delivering specialized digitally-powered business services, tailored to meet the evolving demands of modern customers and businesses.
Key Features:
- Achieves digital transformation by using cutting-edge technologies such as analytics, automation, and cloud computing.
- Provides a wide range of versatile CS offerings, including voice and chat-based customer care, technical support, sales, marketing, language translation services, comprehensive back-office operations, and more.
SixEleven
Founded in 2005 with a modest workforce, Six-Eleven emerged as one of the top call center companies in the Philippines with more than 3000 employees. Driven by a solution-oriented approach, the company's contact centers are meticulously crafted to provide exceptional resolutions to its esteemed clientele. Six Eleven establishes clear objectives for outsourced projects, ensuring efficient accomplishment of targets. With an unwavering dedication to surpassing goals, the company gains a competitive advantage over its industry counterparts.
Key Features:
- Provides inbound and outbound solutions catering to diverse industry verticals.
- Boasts a team of highly innovative and proven experts excelling in sales, marketing, and customer support, and delivering unmatched expertise and leading-edge solutions.
Fusion BPO
With 33+ years of industry expertise, Fusion BPO Services Group is a global leader in call center outsourcing. Serving over 300 businesses worldwide, Fusion offers comprehensive call center services in 40+ languages across 14 countries and 27 locations. With offices in the US, Philippines, India, Canada, Colombia, and several other countries, Fusion is a trusted partner for businesses seeking exceptional BPO solutions.
Fusion's extensive range of services encompasses diverse customer support solutions, including a local outbound call center, answering services, and lead generation services. Catering to various industry verticals such as healthcare, BFSI, telecom, utility, Edtech, startups, technology, travel, and more, Fusion provides customized solutions to meet specific business needs.
Key Features:
- Offers flexible packages and scalable models to help businesses outsource the services for a reasonable spend.
- Has HIPAA-compliant healthcare call center
- Can help you reduce your AHT by 15% and grow your core business with the available services.
Unity Communications
Experience seamless global coverage with USA-based international BPO. With strategically located centers in the US, Philippines, Mexico, and Costa Rica, they offer both nearshore and offshore solutions tailored to any unique business needs.
They excel in supporting businesses seeking small teams to augment their staff in key regions such as the US, Canada, UK, Australia, and Europe for their debut outsourcing project. Unity Communications caters to startups, SMBs, and medium-sized enterprises, ensuring a top-tier experience for those venturing into outsourcing for the first time. They have expert CS teams where each Philippines call center agent knows how to interact with customers in diverse niches.
Key Features:
- Has exceptional expertise in seamlessly creating a comprehensive customer experience using advanced IT, PBX, and Virtual networks.
- The company’s services encompass 24/7 customer support, ensuring continuous assistance for valued clients. They also provide seamless integration of cloud-based solutions, CRM systems, and helpdesk support.
Magellan Solutions
Magellan Solutions Outsourcing Inc. is a reputable and certified call center and BPO company, offering a diverse range of inbound and outbound call center services, as well as seamless back-office and data management solutions to businesses of all sizes globally. Established in 2005, Magellan Solutions operates from its headquarters in Mandaluyong City, Manila, boasting state-of-the-art telecommunication infrastructure and abundant resources to assist clients in fulfilling their business objectives. Additionally, Magellan Solutions Outsourcing Inc. extends its presence to Brisbane, California, and Melbourne, Florida, ensuring a wide reach to serve its valued clientele.
Key Features:
- Caters to over 100 businesses, the majority of which are situated in the United States, Magellan Solutions stands as a trusted ally, delivering top-notch BPO services to small and medium-sized businesses.
- Shows exceptional adaptability and efficiency excelling at boosting closing rates and streamlining the sales process.
- Boasts an impressive rating of 4.5 out of 5 stars on clutch.com.
Open Access BPO
Open Access BPO is a renowned outsourcing call center company in the Philippines that excels in supplying competitive support across different languages. The company's success story can be attributed to its decade-long experience, which led to its consistent delivery of high-quality services. This enabled clients to efficiently meet their business objectives and emerge as successful industry leaders.
The BPO's global presence in strategic Asian locations, such as Singapore, Kuala Lumpur, Tokyo, and Bangkok, makes it one of the leaders in providing diverse outsourcing solutions. Additionally, the company's commitment to excellence and innovative approach to business sets it apart in the competitive outsourcing industry.
The company operates four cutting-edge campuses to provide comprehensive and reliable outsourcing solutions for customer experience, back-office support, content management, and more. With its diverse range of services, Open Access BPO is equipped to handle any business's outsourcing needs.
Key Features:
- Provides extensive multilingual support with a team fluent in over 30 languages, including English, Spanish, French, German, Mandarin, and more.
- Operates round the clock, enabling businesses to provide uninterrupted customer support across different time zones and feel the difference when outsourcing call centers in the Philippines.
- Has high-scored reviews on Glassdoor with a general rating of 5 stars.
Piton-Global
Piton Global is a reputable Philippine company specializing in delivering top-notch customer service call center and back-office operations. With a strong focus on serving expanding businesses in the UK, US, Canada, and Australia, they have consistently operated at peak performance for over two decades, earning numerous prestigious awards.
Key Features:
- Encompasses a team of industry experts who possess extensive domain knowledge across a wide range of 25 sectors.
- Applies advanced call routing systems, AI-powered chatbots, and other innovative tools to optimize customer interactions and drive efficiency.
- Ensures a consistent and high-quality customer experience in their Philippines call centers.
Factors to Consider When Selecting the Ideal Philippines Call Center Company for Your Business
If you want to find the best Philippine call center for your business, make sure they can offer a great customer experience. Look for a company that understands your business and can create tailored solutions to meet your needs.
What Services Do They Provide?
Philippine call centers come in all shapes and sizes, with some offering only customer service and support, while others also provide telemarketing and lead generation services. To ensure a fruitful partnership, choose a provider that offers services that align with your business needs. By doing so, you can maximize the benefits of working with them and take your customer experience to the next level.
Quality of Service for Excellent CX
The call center's ability to deliver a high-quality customer experience is essential. Each specially trained call center agent in the Philippines can bring expertise and proficiency to ensure ideal service and customer satisfaction. Look for a company with a proven track record of offering quality services, ensuring your customers receive the best support and service.
Industry-Specific Proficiency
Choose a call center that specializes in your industry and has a good understanding of your business. They should be able to create tailored solutions that cater to your unique needs and deliver a seamless customer experience.
Linguistic and Cultural Aptitude of Your Offshore Team
Communication is key to delivering quality customer service. Select a call center with agents fluent in the language and dialect of your target market, and with cultural knowledge to ensure seamless interactions with your customers.
Final Thoughts
Offshore outsourcing can be a smart business strategy to lower expenses, enhance productivity, and attain success. It is a promising business initiative that, indeed, offers a diversity of advantages. Still, a lot depends on your company strategy, key business operations, and tailored pillars of success. Everything matters if you want to have a productive partnership with a top call center in the Philippines.
Therefore, it is crucial to weigh the potential benefits and drawbacks and make a set of questions to discuss with prospective outsourcing partners. It will help to receive a clearer understanding of appearing nuances and to debunk possible myths before choosing the best Philippine call centers for your superior customer support.
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