Inbound call center solutions in the Philippines

Call center outsourcing is among the most outsourced services in the Business Process Outsourcing (BPO) sector. For various businesses, setting up an entire inbound call center infrastructure is both time-consuming and expensive.

More so, having an inbound call center demands a volume of staff to handle and manage incoming calls. These are why organizations prefer to outsource their call center functions, or better yet, offshore.

At first, offshoring has been a controversial practice raising concerns about cultural incompatibility, language barrier, and more.

However, offshoring today has proven to be more beneficial for growing companies.

When we speak of call center offshoring, perhaps the first thing that comes to everyone’s mind is the Philippines. This is mainly because the country has always been on top of the leading offshoring destinations across the globe.

Call center outsourcing industry in the Philippines

The Philippines has been considered an outsourcing powerhouse for call centers for decades.

The call center outsourcing industry in the Philippines is a thriving sector that has gained recognition for its expertise in providing inbound call center services.

Foreign companies, especially in Western countries, have been offshoring their call center processes to the BPO providers in the country.

One of the main reasons why the call center outsourcing industry in the Philippines has flourished is the high quality of service provided by the Filipino customer service team.

Outbound vs. Inbound call center

As you know, there are two variations of call centers: outbound and inbound calls. While both perform voice calls, they have their significant differences.

In call center operations, inbound and outbound calls play crucial roles in maintaining efficient communication with customers.

An outbound call center is where agents make outgoing calls to customers. These calls are usually for telesales, telemarketing, and market research purposes.

On the other hand, an inbound call center is when agents receive incoming calls from customers, partners, or clients—these people phone in for different reasons, such as:

• Customer service
• Technical support
• Order processing

Inbound call center agents are trained to handle a wide range of customer issues and are expected to provide excellent customer service with every interaction.

Offshoring inbound call centers in the Philippines lets thriving businesses maximize their full potential while saving entirely on their overall costs.

On top of that, it has a vast talent pool of proficient and well-educated English speakers.

The BPO industry in the Philippines also plays a significant role in the country’s economic growth. Over the years, it has created more and more job opportunities for the Filipino population.

Both outbound and inbound call centers play vital roles in the customer service and sales landscape.

Understanding the differences between these two types of call centers can help businesses make informed decisions about which approach aligns best with their goals and objectives.

The role of inbound call center software

Inbound call center software plays a crucial role in streamlining customer interactions and improving overall efficiency.

Some key features of inbound call center software include:

Automatic Call Distribution

Efficiently route incoming calls to the most qualified agent, ensuring a quick resolution to customer queries.

Interactive Voice Response (IVR)

IVR systems can efficiently handle a large volume of calls and provide customers with a self-service option for basic inquiries.

Call Monitoring and Analytics

Monitor call quality and agent performance to identify areas for improvement and enhance the overall customer experience.

Leading call center outsourcing cities in the Philippines

For companies that are looking into outsourcing their inbound call center, here we have a list of the five leading outsourcing cities in the Philippines:

Manila

Manila is the capital of the Philippines. With over 13,923,452 residents, the city is one of the wealthiest nations in Southeast Asia.

Located here are some of the renowned multinational BPO companies. These outsourcing centers include EMAPTA, Sutherland, and Sykes.

Cebu City

Cebu City lives by its name, “The Queen City of the South.” It was the first island in the Philippines colonized by the Spaniards, making it the oldest city in the country.

Besides its rich history, Cebu City is also home to many international outsourcing corporations, such as Accenture, IBM, and Concentrix.

Davao City

Davao is the “Durian Capital” of the Philippines. It has the largest population in the Mindanao region and third in the entire country.

Popular BPO companies in the city are VXI Global Solutions and Six Eleven Global Services.

Cagayan de Oro

Also known as CDO, Cagayan de Oro is the capital of Misamis Oriental, located in Northern Mindanao. The city is known as the business hub in the region, with an overall population of 753,138.

Teleperformance and AZPIRED CDO are two of the top outsourcing companies that have their headquarters in the city.

Iloilo City

Iloilo City is where the famous Dinagyang Festival is celebrated yearly. In 2019, the city bagged the award as the Most Business-Friendly LGU given by the Philippine Chamber of Commerce and Industries (PCCI).

KMC Solutions and Fair Trade Outsourcing are two of the leading BPO companies in the city.

Top inbound call center outsourcing companies in the Philippines 

Now, let’s go through the leading multinational BPO companies in the Philippines:

Teletech

Also known as TTEC, this international BPO company is well known for its range of contact center services and other outsourcing functions.

Established in 1982, the outsourcing company is one of the oldest outsourcing firms today.

Concentrix

Concentrix is famous for its global marketing solutions, customer service, IT and consulting, and product development solutions.

This outsourcing company has over 265,000 staff scattered across the globe.

Teleperformance

Teleperformance provides back-office services, customer experience solutions, as well as digital transformation functions.

This outsourcing company employs over 380,000 staff around the globe, speaking 265 languages.

Sykes

Sykes is an American multinational outsourcing provider that was the first company to support Filipinos in call center solutions.

Apart from BPO services, the company also offers customer experience solutions for businesses of all sizes.

Sitel

Sitel prides itself on being the global leader in customer experience management. This global outsourcing provider serves retail, healthcare, insurance, banking, and finance.

To learn more about the top BPO companies in the country, please read our separate article about the Top 40 BPO Companies in the Philippines.

Connect with a well-suited inbound call center solution provider

Choosing the right inbound call center solution provider is essential for the success of your business.

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We help thriving companies like yours to connect with the perfect outsourcing provider that suits your business needs. Are you ready to get your free quote?