Outsourcing your call centre to the Philippines from Australia can provide significant cost savings along with other benefits like comparable time zones (just 3 hours difference) and English as a native language.
The BPO (Business Process Outsourcing) and call centre industry in the Philippines now generates over $30b in revenue and employs over one million Filipinos with hundreds of Philippines call centres providing services such as customer relations, customer service, technical support and sales through to back-office functions like HR, accounting and more.
The Philippines BPO industry is so big that the two top private employers alone in the country are both BPOs collectively employing over 120,000 people! Australia is second only to the USA in terms of the BPO market in the Philippines and Australian work is a popular choice for locals given the time zones (as USA support requires working night shifts).
Hundreds of Australian businesses already outsource the call centre and customer support functions to the Philippines with many now having 100% of their operations offshore whilst some businesses opt to have their lower value calls handled in the Philippines and their higher value calls still handled in Australia.
Ultimately what's right for your business will come down to your Corporate and Customer Experience strategy.
The fluctuating $AUD should be factored into your modelling as most call centre outsourcers in the Philippines are paid using $USD.
COVID did provide some challenges for the call centre industry in the Philippines as many centres were unable to transition to a work-from-home model which left many Australian businesses suddenly without any phone support so ensuring you have a robust business continuity plan should be an important consideration.
As in Australia, there are a number of call centre outsourcers in the Philippines that provide customer management solutions for Australian businesses. Some specialise in B2B or B2C, some are customer service specialists, sales specialists or focus on particular sectors like finance, banking, retail etc.
With the Philippines call centres in particular, experience dealing with Australian customers can provide some advantages (e.g. reduced training costs, improved customer experience etc) and then you have to factor in business sustainability, retention rates, reputation etc as all of these factors can contribute to the success of an offshoring venture.
Other factors you might want to consider include:
There are also local nuances to consider in the Philippines with different regions like Makati, Ortigas, BGC, Eastwood and more in Manila to different cities and islands including Cebu, Antipolo, Bacolod, Davao and Baguio all offering different pros and cons. Manila-based centres tend to be a fraction more expensive.
Read our free Guide to Contact Centre Outsourcing in the Philippines that contains helpful tips, pricing and FAQs.
If you have some experience in call centres, you may want to simply contact the outsourcers below that have the specific skills you are searching for (use the search tags to narrow the results) or you can try our free CX Connect wizard that will recommend outsourcers that meet your requirements.
List of BPOs & Call Centre Outsourcers in the Philippines:
Just click on a search tag to narrow the results to specialist skills. If you are searching for support with back-office functions like accounting, data entry, finance & accounts, search for back-office outsourcers in the Philippines.
Select a search tag below to only show suppliers with that attribute.
24/7 Services Automation & AI B2B Lead Generation B2C Lead Generation Business Continuity (BCP) Crisis Management Customer Engagement Solutions Customer Retention Customer Service & Support Debt Collection Fundraising Live Chat Multilingual Capability Overflow Calls Remote Employee Capability Sales Solutions Social Media Customer Service Technical Support Telemarketing Telephone Surveys Virtual Reception/Phone Answering Local (Australian) support