Call Centre Services Philippines: Why You Should be Outsourcing to the Pearl of the Pacific

Call centre services firms are changing the way business is done on a global scale. The marketplace is bigger than ever before, and we often take that for granted. Imagine someone time-travelling from 1980 to today and encountering Amazon—seeing such easy access to products from around the world would be jaw-dropping!

Within call centres (also known as contact centres), we see a wide array of tasks that are handled in a variety of ways. Year in and year out, Australia remains a powerhouse, occupying a place in the top fifteen economies in the world. It is no wonder the country continues to be an influencer, to which people around the globe turn to see new trends.

Ralf Ellspermann, CEO of PITON-Global, an award-winning call centre in the Philippines, says, “Call centre services are increasingly being outsourced in Australia, and the world’s other economies are following suit. Companies do this in attempts to specialise and let their organisation and its divisions focus on core competencies. Many companies will opt to keep their product development team in-house while outsourcing their customer support and back office. They have found that they can trust call centre services in the hands of other firms while they focus on and remain in control of product development.”

When you outsource your call centre services, there is no initial start-up cost or investment, no on-going overhead costs, and you do not have to spend on hiring, training, or managing your customer service staff. You can now improve your operating efficiencies and elevate your bottom line.

The demand for call centre services and the subsequent need for outsourcing are tied together, and they continue to increase. We live in the world of now. With the internet, technology, and shorter attention spans, everyone wants instant gratification. Your customers are no different. You need to be ready to handle any and all issues and to do so in a timely manner. The best competitive advantage is the customer experience. You need omni-channel call centre services—including phone, email, web chat, social media, and IVR—and to do that without blowing your budget, you need to look to offshore outsourcing.

There are many types of services that fall under the contact centre services umbrella. Those include customer experience management, inbound sales, customer acquisition and retention, tech support, and back office functions.

When it comes to business process outsourcing, and especially call centre services, there is only one place you need to look, and that’s the Philippines. They have spent the last two decades perfecting this practice, and they have mastered it.

Their prowess in this area has allowed them to generate more than 30 billion AUD in annual revenue. They have built a top-tier infrastructure with cutting-edge technologies. They hire the most experienced and talented call centre agents, who are highly proficient in English. There is truly no one better.

Within this first-rate industry is a super competitive business battleground that has created some of the best call centre outsourcing providers in the world. One such company is PITON-Global. The Philippines has built an industry that no one in the world can compete with, and they can cut your call centre costs by 50%. This is a no-brainer if there ever was one.