outsourcing Philippines

call center capital

Philippines as the Call Centre Capital of the World

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!

jacqui-miller-dbos

DBOS’ CEO Jacqui Miller, Helping Businesses Grow with Efficient Outsourcing Solutions

Business News, Featured / By

Dynamic Business Outsourcing Solutions (DBOS) was founded in 2014 and is a fast-growing premium offshore staffing service provider. The firm operates with a singular view to help businesses reach their full potential to reap the maximum benefit. Jacqui Miller, who is the founding CEO at DBOS, aims at providing quality services with a price advantage to accommodate the needs of small and medium-sized enterprises. Her role as a founder and president of the company also provides her with the opportunity to explain new businesses about the difference that they create as a service provider and the value that can be derived from this association.

The competitive edge at Jacqui Miller’s DBOS is their primary inclination to build relationships between their clients, their core unit, and the offshore staff. This strategy has fostered an ecosystem that has helped retain clients as well as employees. With low-cost solutions catering to the company’s needs, the firm helps them achieve optimal efficiency and bridge any technological gaps. Working on a fundamental to maintain transparency, this outsourcing partner works by eliminating any surplices eliminates through inclusion and crystal clear communication.

Jacqui has always emphasized the importance of organic talent and acquires the best of it through an interactive recruitment process conceived by the firm. To learn more about this visionary CEO, GoodFirms had a dialogue with her as part of an interview series. Below is an extract from that illuminative conversation.

Exacting BPO Services Aligned with the Business Goals:

Understating the growing needs in an atmosphere harbouring mercantilism, small and medium-sized player’s brood over the possibility of expansion. This is where Jacqui steps in with her team offering to change the perception of such businesses, offering them an increase in their savings through reasonably priced services without the expense of quality.

The CEO and her firm recognize the value of a steadfast and meticulous team and aim at providing the best professionals that not only meet the client’s budget requirement but also the team that possesses the right set of skills that helps them fulfil their short and long term goals.

With a host of services at offer that includes offshore personal virtual assistants, data processing services, offshore real estate services, account outsourcing, and HR outsourcing to name a few amongst others, this offshoring bigwig helps businesses take care of the bulk of their back office and administrative tasks while they can focus on their core operational activities.

When it comes to monetary aspects, businesses detest any surprises that might be coming their way. The CEO has always maintained that DBOS maintains the utmost transparency in their practices. The firm provides an all-inclusive, transparent fee based upon the actual cost of the services and salary. Even the same reflects in their invoices, which are easy to understand and devoid of any hidden charges.

For offshore staff, the firm offers a fixed monthly rate and fixed monthly seats and services fee. Invoices are sent two weeks in advance of the due date, and the mode of payment adopted is a bank wire transfer or through a credit card imparting more trust to the business relationship.

What has made DBOS a unique offshoring opportunity and one of the top BPO companies in the Philippines at GoodFirms is the degree of reliance they have achieved through nurturing a climate of confidence based on their transparency.

Clear Digital Marketing Strategies for Maximum Perceptibility:

When elucidating about their Digital Marketing strategy, the parameters that are at their focus are the client’s target market, the digital channels to be involved certainly the budget. With a clear strategy set in place, the client is helped with identifying the right resources to get things rolling.

The DBOS CEO never misses an opportunity to accentuate the significance of allocating the right talent for the right role. A capable and engaged staff that is also aligned with their expectations will effectively implement the strategies that will help a client meet with their business objectives.

The digital marketing services that the firm offers include SEO, social media services, email marketing services, content outsourcing, and graphic design services, which are directed towards an objective to help businesses isolate from the crowd to stand out. The proficient marketers at DBOS focus on assisting organizations to leave a lasting impression in the online world that helps them stay ahead of the competition.

Jacqui accentuates that complete commitment should be the basis of all partnerships. Her firm is dedicated to helping all types of businesses to grow on this premise. Rendering the best offshore staffing services, they pull out all the stops to deliver cost-effective outsourcing solutions to address all the marketing needs of a business.

To gain insights into the information divulged by this dynamic CEO, please read the comprehensive interview here at GoodFirms.

About GoodFirms

Washington, D.C. based GoodFirms is a maverick B2B research and reviews company that helps service-seekers in finding BPO Services and digital marketing companies that are rendering the best services in the industry. GoodFirms’ bonafide research process ranks companies, boosts their online reputation and helps businesses choose the right technology partner that meets their requirements.

About the Author

Anna Stark is presently working as a Content Writer with GoodFirms – Washington D.C. based B2B Research Company, which bridges the gap between service seekers and service providers. Anna’s current role lingers her to shape every company’s performance and critical attributes into words. She firmly believes in the magic of words and equips new strategies that work, always in with ideas, something new to carve, and something original to decorate the firm’s identity.

smart entrepreneurs

7 New Year Resolutions for the Smart Entrepreneurs

Business, Business News, Offshoring in the Philippines, Outsourcing in the Philippines / By

Before every year ends, smart entrepreneurs ensure that setting the goals for next year is already planned out. Without a detailed strategy laid out for the next year, it would be like travelling without a specific destination.

With 2020 just around the corner, smart entrepreneurs are starting to plot their business strategy for next year. Big plans like those should also be discussed with other think tanks in the company to get more insights and ideas for a more accurate action plan.

Moreover, fast-paced businesses like the offshoring industry in the Philippines and in other countries are taking their time picking the right resolutions. As important it is in choosing the resolutions, sticking with them is more crucial.

If you want to get an idea on how your resolutions as smart entrepreneurs should be, then check out our infographic below.

smart entrepreneurs

Manage cash effectively

For smart entrepreneurs, one of the major concerns that they usually ask about is how to effectively manage their business income.

For the next year, irregularities in cash flow should be addressed immediately.  Also, learn to consider alternatives to be able to cut back on the budget.

Improve your digital presence

Digital presence is highly important for businesses. Regular updates on your website, most especially on social media can create a huge effect on your digital presence.

Talk to your digital marketing team to come up with ways on how to ramp up your online visibility.

Pricing

Get a financial expert’s help with your pricing concerns. And if you think that your products and/or services are worth more than what you are getting paid for, then try to revamp your rates. But before doing so, you must ask an expert to help you strategise and implement the new rates.

Increase manpower

Believe it or not, you can’t actually wear all the hats in your business, especially if it’s slowing you down. Remember that there’s always a space to delegate it to others. So, when you are having a hard time juggling every part of your business, then maybe it is an indication that you should consider offshoring. Although it sounds scary at first, there is so much more to it than meets the eye. The only way is to address your offshoring fears and learn how to overcome them.

Better communication

Your success as a smart entrepreneur lies in the hands of your people. More than keeping better communication with them, make sure to also relay the exact message to your target audience.

Here are 4 types of communication to consider improving.

Challenge yourself

Set goals that challenge you mentally and not one that would challenge your business. Do not set goals just for the sake of goal-setting or one that you can complete easily for the sense of accomplishment. Make sure that the challenge for yourself will have a long-term effect on your business.

Give back

Do not ever forget to give back to the community especially when your business is doing well. Aside from the significant promotion that your business can get, the willingness to give back will go a long way.

Conclusion

The New Year prompts for a fresh start. And if you have made mistakes in the past year that makes you feel a bit regretful, the next year will bring you more time to correct all of those.

Let 2020 bring growth and new beginnings to you and your business. As for us here in DBOS, we will be opening another office in Eastwood to start the year right! And if you’re interested in growing your business too, let us help you reduce your wage costs up to 70% and get a free consultation with our very own CEO/Founder!

 

offshore providers

5 Advantages of Offshore Staffing Providers with Multiple Offices

Offshoring in the Philippines, Outsourcing in the Philippines / By

One to two offshore providers are being introduced to the public almost every single day. Hence, the growing competition in the offshoring industry. But despite all those, the market remains advantageous for companies with years of experience in the field rather than the newly established ones.

Generally, all businesses aim for growth and expansion. Achieving this two is a clear indication of ongoing success for any kind of business. Having multiple offices is an advantage that some does not fully utilise. It represents a significant outlay in finances, manpower, and a general commitment to driving towards a higher level of achievement.

Location is no small question for a company. When the time comes that they are finally ready to grow and evolve, they should not have to limit where their business operates. And today, it’s easier than ever to run a company without being centralised in a single place.

Know the reasons why and learn about the 5 advantages of offshore providers with multiple offices on our infographic below.

offshore providers

Increase sales opportunity

Offshoring companies with multiple offices can now accommodate more clients, thus the evident increase in sales. And because of reduced labour costs that offshoring allows, most clients have been expanding their services and offerings. Both opportunities to increase their sales is felt by the offshoring provider and the client.

Access to a bigger pool of talents

Employees are referred to as “talent” for a reason: When you’re hiring, you’re not looking for just anyone to fill a position. You’re looking for the right person to join the team. So for companies with multiple offices, it’ll be easier to pick from a huge number of choices. Also, a company with multiple offices appeal more to job seekers. Thus, tapping a bigger pool of talents from different locations.

Space for building a full offshore team

Most offshoring companies with multiple offices has more than enough space to accommodate a full offshore team. Especially, if a potential client is aiming to expand its operations on a different country like in the Philippines. And not just like any other space, but a modern and secured office that can handle the employees’ needs.

Data security assurance

More equipped and capable of keeping data safe, offshoring providers with multiple offices are experienced in this aspect. Their reputation and pride over the years came from the confidence of being able to protect their client’s data.

Address reputation

An address might seem like just an address. But that’s not the case for people outside of your company, especially for potential clients. So having an office in good locations can be one of your company’s greatest asset. Say for example, in the Philippines, there are five major business centres in the Metro. However, big factors like traffic and transportation problems made some of these business districts inaccessible to most. In the country, most BPO companies are aiming to build offices in Eastwood and Araneta Center as they are both convenient locations for commuting. Both are also near the borderline of all exit and entry points in the Metro which makes it the most strategic locations for growing businesses compared to Makati and Ortigas.

Conclusion

Offshoring providers with multiple offices that are both accessible for prospect clients and employees is a good find. In the Philippines, there are numerous offshoring companies that can cater to all sorts of services. However, only a few are successful enough to be able to expand and have multiple offices.

DBOS, an Australian-owned offshore staffing company based in the Philippines is one of the two. After establishing the head office in Araneta Center, Cubao 4 years ago, the company is now ready to expand the business and open another door in Eastwood City. Anticipate the opening of their new office and help reduce your wages by up to 70% if you partner with us! Enquire now and get a free consultation with our very own CEO/Founder!

professional behaviour

12 Professional Behaviour Tips in the Workplace

Careers, Human Resources / By

Every workplace environment has a different ethos. But no matter how distinctive it is from one another, companies would agree that an employee’s professional behaviour makes all the difference. More than dressing appropriately for work, one’s attitude and approach in the workplace can help improve their chance of success.

Many organisations nowadays have set a formal code of conduct for employees to follow. Failure to do so can bring negative consequences to the person involved. To avoid those, we come up with 12 tips on how to professionally behave at work.

Check out our infographic below!

professional behaviour

12 professional behaviours

  • Honesty
    Being honest is a highly important attribute for employees in all fields. When you’re honest, people will trust you more.
  • Respect
    Always remember that respect is earned. If you’re a leader and your people have seen you respect other people regardless of hierarchy or status, the more they will respect you.
  • Meetings
    Never be late for any kind of meeting and don’t show up unprepared. Don’t talk when somebody else is talking and ask questions only when necessary.
  • Communication
    Be mindful of how you talk to your colleagues and most especially to your boss. Make sure that you send the right message by watching the tone of your words in written emails and letters.
  • Time management
    Avoid arriving late for work and make sure to follow the break schedules. Practise allocating the right time to finish your workload for the day before going home.
  • Integrity 
    Act ethically and do the right thing at all times. Don’t hesitate to report misconduct and other violations of the company policy.
  • Safety 
    Even at work, be mindful of your safety. Know the company safety policy and actively participate in safety drills. Report hazards immediately.
  • Dress code
    In some companies, a strict dress code is observed. So if your company is implementing one, make sure to follow.
  • Accountability
    Take responsibility for all your actions and decisions. Avoid the blame-game to escape on your obligations and pin on to someone else.
  • Corporate goals
    Learn about the company’s mission vision and know your role in upholding all those.
  • Teamwork
    Work well together with your team and set aside the differences to achieve your shared goals. Maintain a good relationship with your members at all times and avoid talking behind each other’s back.
  • Commitment 
    Be dedicated to your role in the organisation you belong to. Do not hesitate to go the extra mile to achieve your goal and the company’s goal. Remember that if you work hard, there will be no other way but up.

Takeaway

Displaying professional behaviour at all times reflects your true character outside work. If you’re in the outsourcing industry, you have to mingle with different characteristics every single day. At times it’ll be hard, however, your behaviour should stay the same. But if you’re seeking a welcoming working environment, why not check out DBOS?

Aside from being one of the fastest-growing Australian-owned offshore staffing companies in the Philippines, we take pride in our employee engagement programs that focus on the well-being and career advancement of our employees. Browse on our career opportunities and be a part of our growing family!

customer service growth

8 Pointers to Fuel Customer Service Growth in 2020 and Beyond

Call Center Philippines, Customer Support Service Outsourcing / By

Today’s customer service growth goes beyond the traditional approach that we are extremely familiar with. As we have entered the age where many different channels of communication are made available, more effective customer support is expected to be implemented.

Customer service agents nowadays have full access to e-mail, live chat, social media, text messages and more. So companies that want to boost their sales and improve reputation has been conceptualizing the future of customer service growth.

See the infographic below and know the 8 lessons about customer service outsourcing to fuel growth in 2020 and beyond.

customer service growth

Customer support satisfaction

As customers highly value consistency, authenticity, and knowledge, gaining a better understanding of their expectations can boost their satisfaction. Ensuring it is the utmost priority of most businesses today. Check out our previous blog on how to improve the quality of your customer support services.

Customer support channels

The digital age enables customers to experience the omnichannel support that provides easier and faster service. This includes the use of social media platforms such as Facebook, Twitter and Instagram which they use on a daily basis.

Customer support agents

More than the know-how and professional experience, attitude is also a very important factor in picking the right customer support agents. While skills are learned and practised, friendliness, confidence, and a positive attitude are hard to teach. To be a great customer support agent, you have to have both.

Good customer experiences

Providing good customer service is what all companies aim to achieve, and so as their competitors. But, how would you get ahead of them? Making your customers happy is one thing, but providing a service that creates a huge impact on them could turn them into advocates.

Bad customer experiences

Unhappy customers only either complain or silently leave. And when they do, it’ll be hard to win their favour again. So it is always better to focus on providing a great service from the get-go to avoid the need for damage-control after.

Finances of support and service

According to a PWC survey, 86% of consumers are willing to pay up to 25% more for better customer experience. That means companies who invest in good customer support agents and was able to retain them has more chances of successful upsells and gain more new customers.

Customer self-service

Most customers nowadays enjoy discovering and exploring the answers themselves as they are also learning in the process. In the next years to come, the customers’ preference for chat support and messaging will only keep on growing. So adding self-service support can mean huge wins for your business in the future.

Future of Customer Experience

As technology continues to evolve, the quality of customer service also remains developing. The trends are changing and customer expectations keep on growing. Companies that continuously seek the trend and is never afraid of changes are most likely to go far in the business.

Located in the Philippines, DBOS is an Australian-owned offshore staffing company that caters to back-office services, digital marketing, IT outsourcing, and customer service outsourcing. Reduce your wage costs up to 70% and get a free consultation with our very own CEO/Founder!