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Why You Should Consider a Call Center Outsourcing in Philippines
by A2B Outsourcing We can help you tooUtilizing the Philippines for inbound calls will enhance customer satisfaction and the efficiency of your business. Even if you are thinking about outsourcing inbound calls as a new component of your business, or are just looking to enhance a current process, A2B Outsourcing delivers call center services from the Philippines straight to your business.
Making the move to outsource customer service calls to the Philippines and standard business practice will turn out to be an extremely efficient financial decision. Using this kind of customer service outsourcing grants a company the latitude to develop a fully unified offshore team at a reduced cost to creating the same team at a full-time status in Australia.
For instance, a full-time call-center agent in Australia can cost up to AUD$62,000; this includes super, tax, regular overtime, and benefits. A contact center agent based in the Philippines at a junior level is at an average salary of AUD$24,000 annually. Overall, the savings to any business would be at least a million dollars every year if there is a need for at least 50 full-time contact center agents.
Outsourcing a Call Center in the Philippines and Enhancement to Customer Service
The economic gains for any company that makes the decision to outsource their call center agents with A2B Outsourcing is the affordability of bringing on additional call center agents every shift, contributing to potentially increasing customer satisfaction based on faster response time and reduced waiting times for each customer.
Deciding to outsource inbound calls gives a business the opportunity to bring on employees that have expertise in a specific industry. Since most Filipinos are native English speakers, they will have optimal English skills, so customers and contact center team members alike will communicate with ease.
Standard Call Center Roles
A2B Outsourcing can aid in searching for a contact center agent that has the level of expertise that coordinates with specific industry components. Industry experts are also beneficial in helping to train managers on how to efficiently train onboarding staff on the best way to handle difficult cases and problematic customers. The standard roles at an offshore contact center include the following:
• Operations Manager
• Team Leaders
• Tier 2 Agent and Industry Experts
• Customer Service and Customer Support agents)
• Telemarketing (outsource inbound calls)
• Debt Collection agents
• Quality Assurance agents
• Training managers
• Technical support specialists
The Challenges with Outsourcing a Call Center
Any business needs to be aware of challenges that may arise when outsourcing inbound calls. A2B Outsourcing makes it their primary interest to be cognizant of customers who are finding issues with pronounced accents and the possibility of some calls experiencing a “lag” because of an overseas connection. We have been diligent in eliminating as many of these problems as possible and can count on quality services.
We take pride at A2B Outsourcing that we can give our customers maximum quality infrastructure as well as access to teams who can give them optimal customer service. Creating the most efficient business process throughout all departments means daily interaction between offshore and local team members.
The great part about infusing new technology into business practices is that A2B Outsourcing is able to collaborate on a global scale, a crucial component to sustaining a company’s culture. Implementing video calling programs with the offshore team can help to create loyalty and trust with local employees. That is why our mission at A2B Outsourcing is to go above and beyond our customers’ expectations to make your business is fully integrated with an efficient call center process.
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Created on Jul 6th 2021 02:26. Viewed 354 times.
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