outsourced customer support


3 Trends Reshaping the Global Outsourcing Industry in 2020

Similar to recent years, the global outsourcing industry remains thriving amidst the unpreventable dangers of automation. It is said that 2020 is the year where change will be very much visible compared to the past few years.

Companies that want to stay ahead of their game needs to be ready for the new wave of outsourcing. Embracing innovation is one while creating meaningful partnerships is another. The teamwork between the outsourced staff, as well as the in-house teams, are also expected to continuously flourish.

The key trends this year are changing together with their respective industries. Threats about dangers in automation, cryptocurrency, artificial intelligence (AI), and more overwhelming technologies are no longer considered as huge threats. So, there are more rooms for improvement and top skills remain in demand which is expected to cope with the ground-breaking discoveries this year.

Know more about the three (3) trends reshaping the global outsourcing industry, especially to performing countries like the Philippines.



Businesses today continuously find the need for bleeding-edge skills that will complement the expertise that they are looking for. So, global outsourcing providers are upgrading the way they pool their candidates for any role. Globally equipped and competitive individuals in different fields are also being trained to become top-of-the-line talents that will provide impressive results to their clients. This trend is believed to be in demand this year and for the next years to come. As change is inevitable, the worry of coping with necessary requirements for talents, services, and technology is unstoppable. The only way is to upskill and continuously learn more techniques to improve the way outsourcing providers distribute their services.

In the long run, the need for bleeding-edge skills will be imminent and outsourcing companies should be ready for it.


Only a few businesses today acknowledge the power of referrals. But in the outsourcing industry, referrals are almost 60% sure to be converted into sales. This year, referral programs are becoming a trend. It is because they believe that nothing influences people more than a recommendation from a trusted friend and that trusted referral is the holy grail of advertising.

Among the most advanced marketing strategies that are used by global marketers, referral marketing is highly recommended. As referrals become more on-trend, businesses these days are starting to plot their own referral programs. Clients that are satisfied with their providers’ services are encouraged to promote them within their network. Some outsourcing providers even prepare rewards and incentives for those who can successfully refer a new client. It is a win-win situation for everyone, including the referrer, the referred client and the provider.

But how effective is it? According to a recent study, 82% of consumers proactively seek referrals from their trusted friends before making a final decision. And this should be taken advantage by the salespeople.


In line with the rapid upgrade in technology, people’s skills and talents inevitably come along with it. So a more centralized focus on delivering highly commendable services for outsourced customer support, back-office services, web and software development, virtual assistants, offshore digital marketing, and a lot more.

Stronger collaborations are anticipated as clients and providers create are more willing to create a successful outsourcing partnership which enables them to share risks, responsibilities, and authority on both of their decisions. To reach a consensus, both should be working towards the same goal – which is to deliver highly commendable services without risking much of their authority as a business and a single entity.


These trends are reshaping the global outsourcing industry in 2020 and in many more years to come. Although eventually, more strategies and techniques will be discovered, for now, those three (3) will continuously become important determinants on how the future of outsourcing will constantly grow as an industry.

So if you’ve been thinking of finally outsourcing your companies’ menial tasks to a reputable service provider, then you are on the right track. Partner with a reputable offshore staffing company in the Philippines who can help your business grow by giving you a chance to save up to 70% on your labour costs! Contact DBOS today and get a free consultation with our CEO/Founder.

customer support

Improve the Quality of Your Customer Support Services with These Tips

The life of BPO companies is their call centre agents. Whether they are in customer support, sales,  or any other position, they are the ones who answer phone calls to represent an organisation.

Customer support services are most often outsourced to other countries. Some popular destinations for this type of services are the Philippines, India, Singapore, and most Asian nations.

Now, if you’re seeking to upgrade your customer support team, let this 5 tips help you.

1. Add a human touch

Communication is the most important human interaction. Not only we practise it on our daily living but it is also vital in providing great customer support services.

The standard step is to introduce yourself first and then get the customer’s name as a common courtesy. Next should be thanking them for getting in touch and that you are very much happy to be of great help. When the customer feels comfortable with the person on the other line, better communication will take place.

2. Learn to listen

Effective customer support doesn’t only have to be good at talking. One should also be a good listener to understand the customer’s concerns and provide an excellent solution. Although you’re familiar with the customer’s problem and you’ve already memorized the answer in your head, you still should wait until they finished talking. Not only it is the proper approach for two-way communication, but it also makes the customer feel like they are being heard.

3. Use a positive language

A negative language indicates doubt and is not ideal to use in customer-centric services such as customer support. In a customer’s perspective, it indicates that their query might not be resolved and that it’s a pointless call. To avoid situations like this, help your team practise using positive language only. Who knows? This could also help with the successful resolution of the client’s issue.

4. Provide a clear response

It is highly important to provide customers with clear and straightforward answers. Vague answers will only cause confusion and might be misinterpreted. Also, avoid using technical terms and jargons that could cause further misunderstanding.

Before the conversation ends, take time to ensure that you have been clearly understood and if there are other queries that you can help with.

5. Give your customers a way to provide feedback

The most important feedback that you should get is from your customers. So it would be best if you can provide an easier platform for them to leave their opinions and suggestions. Whether it is something good, bad, or neutral, this will help you improve your service even more. On top of that, their needs and expectations evolve with time so you should cope up. Always remember that a customer’s voice is priceless for your business.

Gain access to skilled outsourced customer support and save up to 70% on your labour and operational expenses when you choose DBOS – one of the fastest-growing Australian-owned offshore staffing company in the Philippines. Get a free consultation with us today!

offshore call centre

Offshore Call Centre Facts

Offshore call centre services have long been a vital part of the Business Process Outsourcing (BPO) industry. Long before other back-office offshore services was introduced in the Philippines, the call centre business was first.

For years, the BPO industry has hugely contributed to the economic growth of several struggling countries including India and the Philippines. These countries were two of those who keep on dominating the industry up until this day. Industry experts even called the Philippines as Asia’s outsourcing hub and the ideal destination for outsourcing.

Call centre hubs in the country focus on providing customer service and sales. Compared to in-house agents, outsourced customer support offers lower labour costs but produces higher productivity rates – a total win-win situation. And that is the major reason why foreign companies choose to outsource in other countries.

Learn more about the offshore call centre industry on the infographics below.

offshore call centre

So, if you’re looking for a reputable and trusted offshore staffing company who can handle all your call centre needs, just visit us at dbos.com.au. You can also check out the other offshore staffing services that we offer and get a free consultation from our very own CEO and founder!


How to Deal with Filipinisms

Have you ever heard of the word “Filipinisms”? Sounds bizarre, right? The truth is even if you’re unfamiliar with the term, chances are, you have already used a few phrases that you never reckoned to be wrong.

What are Filipinisms?

Filipinisms is a ‘coined terminology’ for loosely translated English phrases that are used by most Filipinos. It could be used during an informal conversation but with business-related communication, it can cause unanticipated misunderstandings.

Most Filipinos are quite proficient in English since it has become a prerequisite in both work and school. It is used in almost every day, and in different situations. Thus, resulting in most Filipinos to be accustomed to the language. However, a few grammatical errors here and there cannot be avoided no matter how professional it sounds.

To further get familiar with the phrase, here are a few Filipinisms and its correct usage:


These are only a few of the most common phrases that don’t sound all wrong until it was looked closely by a grammar nazi.

Unusually, Filipinos have their own way of adding a personal touch to every language. And if there’s American and British English, the Philippines has also the Philippine English. These terms are commonly used in casual conversations and have become a huge part of the country’s English-speaking habit. It is not entirely unrepairable because habits can be changed over time.

In business-related matters, these Filipinisms is intolerable because it can cause miscommunication, especially with foreign clients. It is also some native English speaker’s pet peeve as they sometimes find it hard to understand the message being conveyed.

Practice makes perfect

What could be a better way to improve your English-speaking skills than to keep on practising? Enhancing your language skills would help you in many areas, most especially because English is a universal tongue. Mastering it might be a little far-fetched but frequent usage of the perfect grammar and pronunciation could get you a long way.

Regular reading and watching English movies are also some effective tips to further develop your vocabulary. Sometimes, exposing yourself to anything that might help strengthen your English skills is effective.

Fields that require a proper command in English

Most jobs nowadays, regardless if it is a voice account or not, requires good English-speaking skills. The offshore staffing industry in the Philippines expects the outsourced customer support agents to be fluent in English. It is both a requisite and an emphasis on the nature of their job.

Filipinisms can be used in a few situations excluding the formal or business-related ones. However, continuously using it in daily conversations can cause too much familiarity that might not be modified. So, this loosely translated English phrases called “Filipinisms” should be recognised and corrected earlier.