outsourcing Philippines

timezone

Outsourcing to the Philippines: Managing the Timezone Differences

Outsourcing in the Philippines / By

Majority of Philippine outsourcing companies offer to work almost the same office hours as their clients. They will work according to your timezone, whatever it may be. This is one of the many attractive propositions to clients located in Australia and New Zealand.

A normal and comfortable work shift in the Philippines would-be 7:00 AM to 4:00 PM. Without the dreaded Metro Manila traffic and with ample preparation, Filipino staff could comfortably come in as early as 6:00 AM and stay late until 5:00 PM. Sometimes, to avoid the rush hour, some employees choose to stay even a lot later. 

More and more Australian and New Zealand businesses choose to outsource to the Philippines, instead of other known outsourcing destinations. 

The timezone gap between the Philippines and these countries are minimal which allows a more real-time communication and interaction between the onshore manager and their Filipino staff. This is extremely important in building a good working relationship, better collaboration and making your Filipino staff feel like they are part of the team. 

Filipinos are also very family-oriented so working a day-shift allows them not only to live a healthier life but also spend more time with their families and friends.

But this doesn’t mean that companies in Europe and North America are in the disadvantage. Many of the BPO companies now have higher flexibility in providing services in different timezones. 

Here’s a quick overview of the time differences between the Philippines and some of the key cities in AU and NZ:

timezone-table

In Australia, New South Wales, Victoria, South Australia, Tasmania, and the Australian Capital Territory observe Daylight Saving Time (DST). Whilst Queensland, the Northern Territory and Western Australia do not observe DST.

Daylight Saving Time starts when the local standard time is about to reach Sunday, 4 October, 02:00:00. The clocks are turned forward 1 hour to Sunday, 4 October, 03:00:00 local daylight time instead. It ends when the local daylight time is about to reach Sunday, 5 April, 03:00:00. The clocks are turned backward 1 hour to Sunday, 5 April, 02:00:00 local standard time instead.

During DST, the clocks on the Chatham Islands are also turned forward 1 hour from UTC+12:45 to UTC+13:45. It starts on the last Sunday of September and ends the first Sunday of April, the same as mainland New Zealand.

Here at DBOS, not only that we personalise and make offshore staffing an affordable option for startups and expanding businesses, but we also make collaboration and communication with our Australian and New Zealand partners very simple. 

Our remote management system provides our clients with full control and visibility to their Philippine-based operations using their chosen tool and system. This addresses the pain points when working on a different timezone and with a geographically separated team. 

As labour costs in Australia and New Zealand continue to rise, startups and expanding companies find the low wages and minimal timezone gap in the Philippines attractive and practical. In fact, the Philippines has overtaken India as the leading call centre country. This subsector added around 10% in the country’s economy in 2015. The expansion of the BPO industry to other provincial regions such as Cebu and Davao was also a key factor for the country’s continuous growth. You can learn more about the best outsourcing locations in the Philippines on one of our previous blogs. 

bpo-marketplace

Back-Office Outsourcing: How to Remain on Top of a Competitive Marketplace

Leave a Comment / Offshore Back Office, Outsourcing in the Philippines / By

When a company wants to stay on top or improve their competitive position in a highly competitive market, they typically look to doing something internally to transform their position whether it’s learning a new technology, developing an innovative process, or even adopt a new business model.

These traditional strategies for enhancing competitiveness are sound but not the only option. More and more organisations turn to outsourcing to improve the competitive landscape, reposition their companies, or restore how they do business.

Thus, small and medium-sized enterprises (SMEs) are trying to find the most suitable offshore back-office provider that will help them achieve success.

With all the tasks available for outsourcing, and a lot of choices, finding the most equipped provider for your service is not as easy as it sounds. So, to keep up with the competition, most importantly with the industry giants, outsourcing providers have become very aggressive.

The demand for back-office outsourcing services

On a recent study, it is said that the outsourcing market is expected to see an annual growth rate of 7.4% in the next 6 years. Partially, this is because businesses are looking at becoming more global, complex, and digital to keep up with the trend. So, the initial step is to adopt the latest developments and work on better strategies to properly outsource.

marketplace

Along with the demand for call centre agents, other popular services today include back-office outsourcing services. Based on the latest data, 74% of companies outsource IT-related services, 52% on HR functions, 43% procurement, and 39% on financial services.

But first, how well do we know back-office outsourcing?

What is back-office outsourcing?

Back-office outsourcing is the process of delegating non-customer facing operations to a third-party supplier. The most common back-office services outsourced by companies are administrative tasks that require a certain level of skill.

Most startup entrepreneurs venture in fields that they are good at. However, to make the business running, there are other positions that must be occupied too. Some of which include; HR, payroll, accounting, marketing, and other support tasks.

Some companies try to do these tasks themselves but eventually didn’t get the results that they wanted. Most of the time, they ended using up all their time and fail in focusing on their core competency.

Why do businesses choose to outsource?

Both small and big companies have been outsourcing for a long time. Their number one reason remains to be for cost-savings. But, there are a lot more reasons to consider aside it. With outsourcing, businesses are not only expected to save a huge heap of money but also gain more time to focus on their main goal. Other entrepreneurs also take this time to make sure that they use their free hand in creating better strategies to expand their businesses.

Most of the time, there are telltale signs that prompt you to outsource, especially when you need it most, watch out for those.

Conclusion

Given the overwhelming advantages of outsourcing, back-office outsourcing is becoming increasingly strategic and even a game-changer.

Back-office outsourcing is changing how business is done. It is a powerful way to improve business focus, achieve better resource utilisation and allows the business to gain a competitive edge in the industry.

Now, we here at DBOS believes that if it is not your cream of the crop, then you should delegate it to the experts. And as an outsourcing company in the Philippines that holds a reputation for providing the best services to all our clients, we make sure to pick only the best talents. Our main goal, to help our clients grow their businesses while saving up to 70% on their labour costs.

Want to know more? Contact DBOS today and get a free consultation with our CEO/Founder.

locations

Top 4 Best Outsourcing Locations in the Philippines

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Over the years, the Philippines continuously make headlines and breakthroughs in the world of outsourcing. In 2010, the country was then declared as the world’s BPO capital with 525,000 employees in call centres and $8.9 billion in revenue. After a year, numerous BPO companies started to open up their businesses in strategic locations inside and outside the Metro. That specific year started the progressively exciting year for the outsourcing industry.

With numerous contenders on the business processing outsourcing industry around the world, the Philippines soared high and has reached its peak in 2015. Formerly known as “the sick man of Asia”, the country immediately rose as the “tiger economy of Asia”, with outsourcing as its most income-generating industry.

However, not all foreign investors were impressed by this feat and some were even clouded by second thoughts. But then, a massive number of startup companies suddenly started to take risks and experience the perks of outsourcing their services to the Philippines.

PEZA special economic zones

Now, not just anywhere in the Philippines is a great location to outsource. There are strategic business districts in the country called PEZA Special Economic Zones. And out of all the industries under these economic zones, the BPO industry has benefited the most from it.

To date, there are 379 operating economic zones in the country which is mostly comprised of IT parks and centers. Most of them are located in Metro Manila, specifically in Eastwood, Cubao Quezon City, Makati, and Ortigas.

locations

To build more of these economic zones, currently, there are 139 under development, 99 of which are IT parks and centres.

If you would notice, the first PEZA economic zones are all strategically located in places most accessible to the general public. This is also because most career-driven individuals move into the Metro as there are better opportunities than in provinces on the country. However, as more people move to the capital, it has become highly congested. To veer away from the already overpopulated Manila, more IT parks and centres are being built outside the capital. This move attracts more companies to invest in the country while boosting the economy, as well as tourism.

4 Best Locations in the Philippines to Outsource

Aside from the numerous benefits that companies can get from starting their BPO businesses in the Philippines, there are PEZA incentives. But to get those privileges, entrepreneurs should be familiar with the strategically-located economic zones that PEZA approves. Here are some in the Metro:

Cubao, Quezon City

locations-cubao
Photo from ASYA Design.

Locations highly matter for businesses, especially for the BPO industry. Not only it is a great advantage for clients and customers, but also the employees.

Cubao has been a famous BPO hub since the peak of outsourcing because of its accessible location that entices great clients and talents. Since then, BPO companies in the area have been randomly popping up everywhere. And to continuously meet the ever-increasing demand of PEZA-accredited corporate offices, The Spark Place was built. Following the long line of BPO companies in the building, it also serves as home to DBOS for 5 years.

Nonetheless, there are only a few certified zones in the area. Some of which also includes the Araneta Center Cyberpark which has 2 towers with 33 floors of office space each.

Eastwood City

locations-eastwood

Eastwood City is a special case among all strategic locations for outsourcing in the Philippines. It is the first IT park and the first project to be granted special economic zone status by PEZA. Although technically, Eastwood City in Libis is still a part of Quezon City.

In addition to that, Eastwood is not just a business district, it is also a residential community that allows clients from keeping their home close to their business. With this, it has become a top dollar-earner in the Philippines over a couple of years. Accessibility wise, the ride from Eastwood to Cubao only takes a couple of minutes. If you live in Eastwood, there is a possibility that you might never move out because everything that you need is within its 18.5 hectares. High-end malls, entertainment complex, sports hub, and many more are provided in that location alone. These attractive features are the biggest reason why DBOS choose this location to build another office that will be launched this year.

Ortigas Center

locations-ortigas

Ortigas Center is located within the joint of Pasig, Mandaluyong and Quezon City. It is a central business area that is highly considered as the second most important business district that after Makati. Like other business districts in the Metro, it is home to many shopping malls, office spaces, and condominiums. Established for a very long time, Ortigas Center has been the headquarters for one of the largest and most diversified conglomerates in the country. It is also where one of the largest malls in the nation – SM Megamall is located.

The transportation to and from Ortigas Center is very easy as it is surrounded by the streets of Ortigas Avenue, EDSA, C-5 Road, and Shaw Boulevard. However, traffic is very bad in this area.

Makati CBD

locations-makati

As the leading financial district in the country, Makati is where the Manila skyscrapers are found. The country’s tallest office building is also in this area and is known as one of the most vibrant commercial districts in Southeast Asia. More than a hundred multinational companies listed in Forbes Global 2000 have also built their regional headquarters in the CBD.

Years ago, working in Makati was a prestigious achievement for job-hunting people. But as time changes, the Makati area has become one of the worst traffic-congested places, especially during rush hours. And although opportunities are there, talents are backing out because their travel time to and from work almost takes half a day.

Conclusion

If you choose to outsource in the Philippines, find a company that value things like travel time, locations-wise, accessibility to both clients and employees, as well as other factors that can affect on how your business will be impacted directly or indirectly.

With DBOS, you don’t have to worry about things like such. Our head office is strategically located in a PEZA-certified building – Spark Place Cubao and our upcoming office will open its doors in Eastwood – two of the most accessible business districts in the Metro. As we highly value the convenience of both our staff and clients, we only offer dayshift schedules. On top of that, we made sure to get the right talent as we help them save up to 70% on their labour costs.

Want to know more about our services? Contact DBOS today and get a free consultation with our CEO/Founder!

HR

8 Fundamental Benefits of Embracing Big Data in HR

Leave a Comment / Human Resources, Outsourcing in the Philippines / By

The HR department in any organisation is pivotal. It plays one of the most important roles in a business because it handles strategic planning, company image, acquiring the right talents, and hiring. With all the tasks that HR personnel should do, the introduction of using big data has become a huge breakthrough in running the department.

What is Big Data?

According to SAS, the term “big data” refers to the data that is so large, fast or complex that it’s difficult to process using traditional methods. The idea was there for a very long time, but this concept gained momentum in the early 2000s.

Doug Laney, an industry analyst, enunciated the importance of big data as the three (3) V’s.

1. Volume: In businesses, data could be collected from a variety of sources including transactions, smart devices, videos, documents, and so much more. In previous years, storing big volume data takes up a lot of space on external hard drives and backups on other storage devices. Nowadays, there are affordable online platforms that could ensure security for any volume of data.

2. Velocity: The data streams that businesses acquire comes at an unprecedented speed and must be handled in a timely manner.

3. Variety: There are a huge variety of data. Whether structured or unstructured text documents, databases, emails, videos, audios, graphics, and others, the big data sure can handle it all.

Why is Big Data Important?

In today’s innovative world, using big data has become highly important. Initially, it doesn’t just focus on how much data you have, but what you can do with it. While all of those could be overwhelming to analyze and manage, big data enable cost reductions, time reductions, new product development, optimized offerings, and smart decision making.

While all those important aspects of acquiring big data alone is a huge feat, let us also find out what’s in it for the HR department.

HR

8 Benefits of Embracing Big Data in HR

Traditionally, the HR department is one of the busiest and most cluttered places in an office setting. Papers piled up on desks and file cabinets lined up everywhere are just normal during this time. Sorting all those files take up a lot of energy, manpower, and time. However, technological advances came fast and most businesses became reliant on outsourcing.

Moving forward, a lot of advanced years came by and the usage of online storage became a hit. Companies are suddenly going paperless and fewer people are needed to run a department while most are utilised for other roles.

Suddenly, HR outsourcing in the Philippines became famous and even the smallest entrepreneurs use this practice. To learn more about the usage of big data in human resources, check out these benefits:

1. Improving strategic workforce planning

Big data has the ability to sort all candidates by their specific skill sets, work arrangement options, work experience and other categories. This help businesses tap into a very precise talent pool and immediately exclude other candidates that do not pass the qualifications. By doing this, the HR department can save more time to look at a broader talent pool.

2. Predicting hiring needs

One very specific benefit of big data in HR is that it helps employers improve their quality of hire. It also strengthens employee retention and better predicts hiring needs. By mining employee data and identifying their pattern of skills, performance, education, professional experience, and more, then hiring the right talent would be so much easier.

3. Improving retention

According to a relevant HR study, the company culture hugely affects employee retention. With big data, HR can now immediately identify if a candidate and their personality align with the company values and goals. For an organisation’s long-term survival, employee retention is the key.

4. Providing hidden talent insight

The use of big data in HR lessens the actual number of staff needed in the department. So, instead of employing a whole HR department, the company can actually cut the number and have them do other things that will help with their career growth. Now, this is where hidden talents could be discovered.

5. Enabling decision-making without bias

By implementing big data in HR, decision-making would be quicker and simpler. There won’t be any issues of being biased, because all of it will be based on actual numbers. And so, the HR people will be able to accurately track the demographics and performance of each and every employee.

6. Automating your processes

Embracing the use of big data in HR allows you to use tools to automate your processes. On the other hand, your human resources team will be more available for strategic planning, reaching out to employees, and finding more ways to engage and support them.

7. Tapping into shared experiences

Being exposed to HR trends in other industries allows employers and their staff to get better ideas. It will also aid the HR leaders to create strategies that would best fit the organization they belong to. This drives new big data analytics and AI-powered solutions onto the market.

8. Unlocking powerful ideas

As analysing data can give you other points of view to focus on, it can also unravel more ideas that could later turn into an opportunity that will change the way companies handle their HR.

Conclusion

The implementation of big data in most companies is an advanced move that will help the business reach, understand, and target their supposed audience. On the other hand, the HR department is indeed a huge beneficiary of big data.

So if you’re thinking about working with an outsourcing provider who shares your goals and aspirations, check out DBOS and get to save up to 70% on your labour costs!

Contact us today and get a free consultation with our CEO/Founder.

outsource

5 Reasons Why You Should Outsource to the Philippines

Leave a Comment / Outsourcing in the Philippines / By

Before 2020 started, an international market business insider listed the Philippines as the second-best country to outsource in the world. Despite the hundreds of countries that accommodate all kinds of outsourcing, the Philippines remain thriving.

Each country that serves as home to hundreds of outsourcing companies has a special subset of skills and expertise. Although they can probably take on a few tasks beyond their core strength, it would be more strategic to assign it to someone with in-depth knowledge and experience on the matter itself. According to the same survey, almost 80 per cent of businesses feel good about their outsourcing decisions and are expected to continually do so in the coming years.

Once dubbed as the Call Center Capital of the World, the Philippines has been considered as the number one source for outsourced agents in the world. So, if you’re contemplating whether to outsource your services to the Philippines or not, you should check out these 5 reasons why.

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5 Reasons Why You Should Outsource to the Philippines

Every country has its own reasons why foreign companies decided to outsource their non-core tasks with them. While it could be because of the most obvious of reasons, the Philippines remains to be one of the most outsourced countries in the globe.

1. Filipinos are highly proficient in English

There is no doubt that the Filipino people are well-versed in the English language. Even the local vendors and drivers can keep a normal conversation going. Aside from that, the media also utilise the English language in news reports, newspaper articles, magazines, and more.

Students have also learned it in school as early as 2 years old. At the same time, their teachers speak a mix of English and the native language when communicating. Even in meetings, events, and formal written documents. Although not formally declared, English is considered as the second language in the Philippines.

According to the English Proficiency Index, the Philippines ranks 20th out of 100 countries that proficiently speak the language, and is 2nd in Asia.

2. Labour costs are cheaper

Outsourcing in the Philippines has one outstanding privilege that foreign businesses take advantage of, the low labour costs. They enjoy almost up to 70% less on their wage costs compared to what they might be spending if they opt to do nearshoring. Also, they have high regards to the Filipino quality of work and their ethics as professionals. So, instead of paying someone locally for the same skill, it is better for them to outsource that talent and pay less. It might be just a little amount for now, but when accumulated, could be more than enough to grow their businesses.

3. Almost 3 decades of outsourcing

As the saying goes, “experience is the best teacher”, the Philippines has a 3-decade history of outsourcing. Starting from 1992, when the first contact center was built in the country, slowly, the business practice flourished. Because of the surge, the outsourcing industry in the country hit the all-time high rank and was recognised as the top outsourcing destination in the world. Until then, the Philippine government came into the picture and supported the rise of the BPO sector. As it contributes a huge chunk to the country’s economy, they made sure to protect it by enforcing laws and policies that will attract more investors.

4. Strict data privacy law

“To protect the fundamental human right of privacy, of communication while ensuring free flow of information to promote innovation and growth” is the main objective of the Data Privacy Act of 2012. It is designed to protect the client’s data by maintaining confidentiality, integrity and availability of their data while ensuring a free flow of information. It was established to attract more foreign investors and businesses to move to the country.

5. Filipinos are hardworking and talented

The Philippines has a highly educated and diverse talent pool which was evident in almost 200,000 university graduates each year. This number equates to the country’s 97% literacy rate. And in every field of work, the Filipinos are popular because of their culture of hard work and perseverance to achieve excellence.

Conclusion

Outsourcing in the Philippines could be your best move this year to help grow your business. You just have to make sure to meet a great outsourcing partner that will walk with you through success. Find an outsourcing provider who has the same goals and aspirations as you. If you’re having a hard time finding one, check out DBOS and get to save up to 70% on your labour costs today!  Contact us today and get a free consultation with our CEO/Founder.

provider

Things to Remember When Choosing a Back-Office Outsourcing Provider

Leave a Comment / Offshore Back Office, Outsourcing in the Philippines / By

To remain at the top of this competitive world of outsourcing, there are two highly important things to always remember: to keep nurturing the relationship between you and your outsourcing provider and to find the right people for your outsourced team.

Now, we already know that the business process outsourcing industry is endlessly developing on a global scale. Its advancements in the past years will only keep on evolving as to cope up with the fast-paced change in the business platforms and rising technologies.

The global outsourcing industry will remain on contributing to their countries respective GDP. Startup companies and businesses of all sizes are still expected to flock on most of the sought after locations for outsourcing.

On the other hand, back-office outsourcing in the Philippines is expected to take up at least 34% – making the country as the top choice for digital marketing, content production, virtual assistant, web and software development, data processing, HR services, and other non-voice roles.

With these numbers, expanding businesses and growing competitors in the field became normal and are almost expected to happen every single day. Businesses who take the risk of amplifying their ventures are taking huge leaps in search for the most well-suited outsourcing partner for them. But really, how can they be so sure that their services are in good hands? Where did they found the provider? How did they come up with an agreement when there is little to no interaction between them before closing the deal? Is it only based on a few feedbacks and a lot of trusts?

Outsourcing red flags: How to tell if your provider is not good for your business?

While outsourcing is a great investment that can unquestionably do wonders to your business, it could also be your worst nightmare. That is why startups are second-guessing the power of entrusting their non-core tasks which are mostly back-office services to an outsourced team. Yes, the risks are high while the guarantee is not at all certain. So to help you come up with the final judgement, here are the red flags that say, “it’s time to find another back-office outsourcing partner”:

provider

  • Different problems, same solutions.
    Different problems require different solutions, basic. But if your current outsourcing provider is applying the same solutions for every single issue, then that’s where you draw the line. Remember that a great outsourcing company is always willing to go the extra mile to provide solutions that are customised with each and every client’s issue.
  • Unmatched company values.
    Work with someone who has the same values as you and your business. If your outsourcing partner has a different way of handling your people as to what you have envisioned or what you have initially agreed upon, then you are on the wrong partnership. Find another provider whom you felt comfortable working with and is heading towards the same goal as yours.
  • Your provider is not transparent with you. 
    A reputable outsourcing provider practice transparency in all facets of how they do business. It is also the key to successful collaborations and long-term relationships. Now, if your current provider is irregularly sending you reports, progress, and current status of your outsourced team under their supervision, then that is a call for immediate concern. Take note that a great outsourcing partner must be practising a culture of openness.

Characteristics of the right outsourcing partner for your business

A buzzword that shares the same concept with finding the right outsourcing partner is known as rightsourcing. Technically, rightsourcing is about choosing the right source to accommodate your required services and helps you yield the best dividends possible. But what really does it takes to be the right outsourcing partner? Here are some of the most important characteristics to take note of:provider

  • Reputable track record.
    The right outsourcing partner is guaranteed to be trusted by a huge number of businesses. They never compromise the quality of their services and feedbacks about them are always superb. In today’s internet-connected world, bad reviews on companies are almost impossible to miss. So do your own in-depth research and background checking to be 100% sure before signing on an agreement.
  • Clearly communicates the budget.
    As one of the major factors about outsourcing, presenting the cost to a probable client is an important step that could both make and ruin partnerships. If you are expecting the best services from a high-end outsourcing company, then you should anticipate their pricing. But when you choose to partner with a small outsourcing company, then expect a lesser amount in pricing.
  • A flexible outsourcing partner.
    Flexibility is important when choosing an outsourcing partner for your specific services. They should be flexible enough to accommodate your needs and requirements, as well as can urgently provide support before coming up with an agreement.

The perfect back-office outsourcing provider

Among the hundreds of back-office outsourcing providers in the Philippines, there is one that would definitely be a perfect fit for your business. But before pooling for an effective outsourcing provider, you should list down the back-office services that you are planning to outsource. Also, take note of the benefits that you’ll get if you outsource your back-office processes. Here are some:

  • More focus on your core operations
  • Field professionals with expertise on your back-office tasks
  • A higher level of flexibility
  • Access to state of the art technology and infrastructure
  • Cost-effectivity
  • No hassle staff acquisition and retention

If you’re unsure of all the back-office tasks and services that can be outsourced, check out this list:

  • Payroll outsourcing
  • Data entry
  • Virtual assistant
  • HR outsourcing
  • IT support
  • Digital marketing
  • Search engine optimisation (SEO)
  • Social media marketing
  • Email marketing
  • Content marketing
  • Graphic design
  • Accounting services
  • Web/Software development

If the services that you’re looking for is not on the list, most outsourcing companies can also customise a role that would exactly fit your needs.

Remember that a perfect back-office outsourcing provider is the one that compliments your service requirements, goals, and vision. It should also continuously support your endeavours and the one who is willing to work with you to achieve success.

On the other hand, you must learn how to trust your back-office outsourcing provider and hear them out in times when you are in doubt. As they are fulfilling the duty of looking out for your outsourced team, you should also be open to communication all the time to achieve a harmonious working environment.

Conclusion

Back-office outsourcing can turn out to be the best business move that you’ll ever do when you meet the perfect provider for your business. All you have to do is make sure that it is a reputable provider with an outstanding history in their field. Learn to check for feedbacks and do your research too.

Now, if you want to meet an outsourcing provider with a good track record, satisfied clients, and a guarantee that can help you save up to 70% on your labour costs, contact DBOS today and get a free consultation with our CEO/Founder.

global

3 Trends Reshaping the Global Outsourcing Industry in 2020

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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.

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NEED FOR BLEEDING-EDGE SKILLS.

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.

THE RISE OF REFERRAL POWER.

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.

FOCUS ON DELIVERING HIGHLY COMMENDABLE SERVICES.

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.

Conclusion

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.

employee performance reviews

5 Tips to Help Improve Employee Performance Reviews

Leave a Comment / Employee Performance, Human Resources, Outsourcing in the Philippines / By

Employee performance reviews are a vital part of helping the staff create a clearer goal for themselves which also serves as motivation to do better. While it is done differently from every organisation, the goal of boosting employee performance remains as the main priority.

Meanwhile, more than just informing the staff of their level of productivity, employee performance reviews are also a good way to build rapport and loyalty within the organisation. Not only it is good for the company, but also for the individuals concerned.

Now, every employee contributes to the success or failure of a business. That is why improving the efficiency of the workforce and boosting the quality of services that they provide is necessary.

So, whether you’re a manager or a regular staff, it is highly important to keep track of your performance. Knowing your strengths and weaknesses earlier is better so you can do something to focus on your strengths. And to  further help improve every employee performance review, read these tips:

employee performance reviews

 

1. Find out why an employee is underperforming

Merely knowing and thoroughly understanding the employee’s issues are extremely different. So gathering proper information and enough data as to why they are underperforming would be the best foot forward. And instead of making numerous assumptions, it is better to exert any effort in finding out why. This way, it would be best tackled and addressed accordingly with the people involved.

2. Encourage effective communication

Effective communication happens when two or more people deliver, receive, and understand the message being conveyed successfully. It holds an integral part in creating a clear and concise discourse between people. At work, it aids in livening up the team spirit, building stronger teamwork and job satisfaction.

On the other hand, effective communication gives way to clearly deliver employee performance reviews and lessen the instances of misunderstanding. Also, the team members should be encouraged to communicate their ideas, as well as their deadlines, progress, and things that they believe is affecting their performance.

3. Inspire a positive work environment

Relevant studies prove that happy employees and happy customers are linked together. Happier employees tend to perform better which is said to be the result of a positive work environment. On a bigger scale, the employee’s happiness does not come from being paid a huge amount, nor getting tons of incentives. It is more of the feeling that they are valued for their role, appreciated, trusted, and encouraged to do more. And that is entirely for the HR people to handle.

However, there is only a significantly small number of companies all over the world that highly prioritises employee well-being. Unlike in the Philippines, an impressive number of HR-focused outsourcing companies have been established that gives high regards to the overall employee welfare.

4. Continuous learning and development

Just like how an employee was given a lot of attention during onboarding, they should be continuously provided with ongoing training. This way, the employees would highly feel that the company is very much concerned about developing their skills to further improve their performances too.

5. Use the necessary data to evaluate employees

Measuring and analysing employee performance based on their accomplished tasks, quality of work, and other data-driven results help them to be motivated. Concrete data that shows their strength and weaknesses both empower the employees. It gives them a higher level of motivation and conviction in improving their performance. So supporting and encouraging staff development will, later on, reflect on the business.

Conclusion

Employee performance reviews have provided better results than most ways that the HR people have used before. For example, rather than subjectively calling out an employee and telling them a piece of your mind regarding their performance, showing them the data is more credible.

Now, cultivating a healthy environment and promoting open communication gives the employees more room to work towards the company shared goals. And definitely, it is a good way for them to grow and succeed individually.

So if you want a professional’s viewpoint on how to help your employees further improve their performance and create high performing, productive workplaces, there is an excellent free culture IQ assessment tool which provides an in-depth, personalised report covering your areas of strength, opportunities for improvement and recommendations tailored for you to build a productive and enjoyable business.

customer service tips

Kick-Ass Customer Service Tips That Will Support Your Business in 2020

Leave a Comment / Business, Call Center Philippines / By

Providing high-quality customer service will continue to be a significant trend in 2020. Businesses that don’t pay attention to poor customer service will, later on, struggle in maintaining their reputation. Now, here are some kick-ass customer service tips and examples to help your business flourish in 2020 and beyond.

According to a relevant study, 77% of customers are fed up with bad customer service while a whopping 91% of consumers only buy from brands they trust. So we can conclude that poor customer service will most likely lead to lost customers and revenue. To avoid this, here are some call center tips to assist your business in 2020.

1. Customers come first, the service issue is just secondary.

Customers like it when the support agent is empathetic and nice. A gentle and accommodating voice on the other line that sounds genuinely concerned can ease the unsettling feeling of customers.

Do not take things personally

Unhappy customers are a little brazen and irritable. They might make abrasive remarks from time to time, but do not take it personally because they aren’t attacking you. It is the situation that they are mad about.

Never engage in an argument with a client

One of the 5 most important skills that make a good customer service representative is to be extra patient. Dealing with different customers every day could be exhausting, however, getting all worked up every single day could bring you serious stress. So practising effective breathing exercises will help clear your head and be more composed when talking to customers.

2. Personalisation when talking to clients.

Personalisation goes far beyond just using the client’s first name when addressing them. As much as possible, do not call them “Sir”, “Ma’am” or “Madam”. Putting on a personal touch when communicating is the best way to let them know that they are a priority. It is also important to show the value of their time and to not hold them off for far too long.

3. Maintain a positive language and reaction.

A good example of this is when a customer is looking for an item that has already been out of stock and then their attitude suddenly changed. Instead of saying, “I’m sorry we are out of stocks today”, it is better to put it this way: “It will be available next week. What is the best way to contact you once it arrives?”

Do you see the difference? The first response is dismissive and a bit negative, however, the second is hopeful and keen on setting the expectations straight. It would only take little time to rephrase your response from negative to positive, so make sure to do so.

4. Do not underestimate the power of quick replies.

A customer’s complaint might not be your priority, but for them, it definitely is. So make sure that you provide quick replies to customers. Waiting for their issues to be resolved before responding will only make them more furious than they already are. So if you want to impress your customers, make sure to set their expectations straight and provide clear KPIs for their reference.

Conclusion

As the call center industry in the Philippines continues to skyrocket, different advice, and guidelines are published everywhere. The list is endless, so we listed the four most important customer service tips that are believed to help your business thrive in 2020.

To further share some of the best strategies that will aid your business growth for this year and beyond, contact DBOS today and get a free consultation with our CEO/Founder.

call center capital

Philippines as the Call Centre Capital of the World

Leave a Comment / Call Center Philippines / By

Globally recognised as the ‘call center capital’, the Philippines continuously impress business people from all around the world. According to some potential clients, the Filipinos are highly admired for their remarkable talents, personality, and character.

On the other hand, it is no secret that the Philippines offer a lower cost of living compared to other countries. But even with the lower cost, productivity remains outstanding. Also, talents such as proficiency in English, cultural affinity to Western countries, low labour costs, hard work, and kindness, impress several businessmen to engage in building more call centers in the country. These are a few reasons why the Philippines remains to be the ideal outsourcing destination for businesses around the world.

A brief history of the Philippine call center industry

In 1992, the first contact center in the Philippines was built by Frank Holz. Seeing the industry’s potential, the country’s Congress decided to pass the Special Economic Zone Act in 1995. It paved the way to the creation of Philippine Economic Zone Authority (PEZA) which offered incentives and attracted foreign investors in the process too.

During the early 2000s, the BPO industry accumulated 0.075% of the country’s GDP. It was also in the same year that a US-based outsourcing center moved its operations to the Philippines. This offered at least 8,400 vacant jobs for the unemployed Filipinos. In 2013, the industry recorded 900,000 full-time Filipino employees which helped lessen the country’s unemployment rate.

For the next years, the Philippines continually gained a huge percentage on the global BPO market. As a result of this, the country was then declared as the world’s BPO capital.

The call center industry in 2020

Industry experts estimated a projected total revenue of $50 billion by 2020 which is more than half of the total revenue in 2016. With the growth of call center hubs in the metro, a lot of ‘Next Wave Cities’ outside the metropolis opened. Attractive factors such as cost competitiveness and dynamic talents have continually been the key ingredient in attracting more businesses.

In addition to the incessant growth of the BPO industry, emerging trends has become a huge ordeal. Some of which includes the following:

  • Robotic process automation.
    With the continued resurgence of advanced technologies and innovation, tedious business processes are expected to be automated in 2020. However, making sure that the nonrepeatable roles were strategically placed on the hands of humans.
  • Social media as customer service channel.
    As people become more inclined to using different social media channels, reaching the target audience has been easier. Popular social media channels such as Facebook and Twitter are proven to be a quicker way to answer queries from customers.
  • Cloud computing.
    With cloud computing, you can rent a professional IT infrastructure to accommodate your server, storage, or networking needs. This would allow you to store and back up your customer files rather than spending tons of money to own the technology in-house.
  • Upskilling.
    To be able to provide better services to customers, most BPO companies encourage upskilling for high-performing employees. Provided with intensive training sessions to upgrade their skill sets, the staff are then expected to be able to handle more responsibilities.

Call centers are part of the ever-changing BPO industry where technological advancements are inevitable. Changes in this industry are quite usual and following it is the only way to keep up with the trends.

Why huge foreign companies outsource their call centers in the Philippines

To be called the ‘call center capital of the world’, a country should at least be swarmed by hundreds of companies worldwide. And that is exactly why the Philippines has been dubbed as one.

Over 800 BPO companies from all over the world have currently been outsourcing their call centers in the country for years. Most of them are from Australia, the United Kingdom, New Zealand, United States, and so much more. What prompts them to outsource their call centers are determinants such as value services for a very low cost. But more than that, the Philippines is highly regarded for providing one of the best customer services from around the world.

Huge Australian-based companies such as Telstra, Optus, and Jetstar have experienced outsourcing their call centers in the Philippines. Doing so have helped them seized on the savings and allocating it to further expand their businesses.

Other American corporations such as Citibank, Safeway, Chevron and Aetna also outsource their call center services in the Philippines. Even businesses like Georgia medical collection agency and more have experienced outsourcing their customer concerns in the country.

These foreign companies believe that Filipinos are customer-centric and are easy to talk to. As English is the second language used in the country, well-trained agents are undoubtedly fluent compared to other countries.

Conclusion

As the fastest growing industry in the Philippines for over a decade, call centers in and out of the metropolis are continuously emerging. Ranging from startup companies with hundreds of staff, up to businesses with 1,000+ employees.

Nevertheless, the Philippines still holds the title of being the ‘call center capital of the world’. Up to this day, the developing call center industry in the country is not seen to be slowing down any time soon.

So if you’ve been contemplating about outsourcing your customer services, then better get a professional insight. Contact DBOS today and get a free consultation from our very own CEO/Founder!