The ACXPA Supplier Directory is provided by the Australian Customer Experience Professionals Association (ACXPA), helping all Australian businesses to deliver improved customer experiences.
Just like Convergys, we've got hundreds of suppliers that can assist you across a number of different categories, subcategories and search tags making it easy for you to find suppliers that can assist you.
Learn more about similar service providers to Convergys below, along with information about Philippines below.
Outsourcing customer service work to call centre outsourcers in the Philippines is a popular choice for many Australian businesses due to the significant cost savings and other benefits, such as comparable time zones (just 3 hours difference) and English as a native language (over 90% of Filipinos speak English).
The Philippines call centres also have a large number of college graduates, many of whom are trained in the IT and business sectors, providing a highly skilled workforce.
The BPO (Business Process Outsourcing) and call centre industry in the Philippines is well supported by the government, and now generates over $30b in revenue, and over 1.5 million Filipinos work in call centres. There are over 780 estimated call centres in the Philippines that provide services such as customer relations, customer service, technical support, and sales, as well as back-office functions like HR, accounting, and more.
The Philippines BPO industry is so big that the two top private employers 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 their call centre and customer support functions to the Philippines, with many now having 100% of their operations offshore. But it's not always an all-or-nothing approach.
Some businesses opt to have their lower-value calls handled in the Philippines, while their higher-value calls are still handled in Australia.
Ultimately, what's right for your business will depend on 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. Many centres were unable to transition to a work-from-home model, which left many Australian businesses suddenly without phone support. Therefore, ensuring you have a robust business continuity plan should be an important consideration.
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 call centre outsourcers in the Philippines, in particular, experience dealing with Australian customers can provide some advantages (e.g., reduced training costs, improved customer experience, etc.). 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 Metro Manila, 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, which 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 service that will recommend outsourcers based on your requirements saving you time, frustration and money.
Reach out to the BPOs in the Philippines below or click on a search tag to narrow the results to specialist skills.
If you need support with back-office functions like accounting, data entry, finance, and accounts, look for back-office outsourcers in the Philippines.
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