Philippine Call Centers

Written by Andrew Kozlov
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Outsourcing call center telemarketing to the Philippines is a smart and cost-effective way to conserve resources. The Philippine telemarketing industry is flush with knowledgeable companies which understand how to serve American business interests and expedite customer requests. Moreover, since Philippine citizens by and large have good educations in English, they can generally handle most any customer service situation.

Bear in mind, however, that the Philippines is half a world away. As a result, time differences and cultural differences may impact relay and response techniques. While you may want to siphon as much traffic as possible through your Philippine call centers, it may make more economical sense to spread out the work, even if doing so leads to longer phone queues.

Moving Call Centers to the Philippines

Many entrepreneurs who outsource to the Philippines instruct their representatives to deter angry customers from reaching higher levels of management. They do this by employing long wait times, annoying interstitial music, and multiple tiers of “call management.” While this tactic may reduce the amount of traffic in your queue in the short term, it will likely cost you customers in the long run.

After all, recent telemarketing studies suggest that customers will forgive long hold times if they receive stellar service once they finally get through. Conversely, customers who get through to operators right away but who fail to achieve their goals tend to give companies very low marks. The challenge in terms of exporting call center services to the Philippines is twofold--to bridge the cultural divide and to speed up phone queues.

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