Are you currently overwhelmed by the volume of customer inquiries?

Are delays causing longer wait times and leaving your customers frustrated?

Having a call centre is crucial for a business, as it serves as the primary point of contact between a business and its customers. A call centre also ensures that inquiries and issues are addressed efficiently. This dedicated support can enhance customer satisfaction, build loyalty, and ultimately drive business success.

However, setting up and managing an in-house call centre can be expensive and time-consuming. Consequently, many Australian businesses consider outsourcing their call centre operations to the Philippines.

Outsourcing a call centre to the Philippines offers cost savings, access to a skilled workforce, and enhanced customer service.

Steps in outsourcing call centre in the Philippines

If you are considering outsourcing your call centre to the Philippines, here are the essential steps you need to follow:

Step 1. Define Your Call Centre Needs 

The first step in outsourcing your call centre to the Philippines is to determine what type of call centre services you require. Is it for customer service, technical support, or sales? Knowing the type of service you need will help you find a provider specialising in that area.

Next, estimate the number of agents you’ll need and anticipate any seasonal fluctuations that might affect this number.

Finally, identify key performance indicators (KPIs) such as customer satisfaction, first-call resolution, and average handling time. These metrics are crucial for assessing the performance of your outsourcing provider.

Step 2. Research and Select an Outsourcing Partner 

The Philippines is one of the leading outsourcing destinations worldwide, with numerous companies available for partnership. Search for a call centre provider with a proven track record, particularly those experienced in working with Australian companies.

In addition to reputation and track record, ensure that the provider offers the specific services you need and has the flexibility to scale operations according to your business requirements.

Lastly, verify that the outsourcing partner has the necessary technology, including customer relationship management (CRM) systems, secure communication channels, and robust data protection measures.

Step 3: Legal and Compliance Considerations

Data security is a critical consideration when outsourcing to the Philippines. Ensure that your outsourcing partner complies with Australian data privacy regulations, such as the Australian Privacy Principles, and international standards.

It’s also important to have clear contracts and Service Level Agreements (SLAs) specifying responsibilities, performance expectations, and penalties for non-compliance.

Additionally, confirm that your outsourcing partner adheres to any industry-specific regulations relevant to your business, such as financial or healthcare compliance.

Step 4: Cost Analysis and Budgeting

One of the major benefits of outsourcing to the Philippines is cost-efficiency. Understand the cost structure involved in outsourcing, including setup fees, agent salaries, and ongoing management fees.

Allocate a budget that covers both upfront costs and recurring expenses.

Step 5: Training and Knowledge Transfer

Develop training programs tailored to your products, services, and company culture in collaboration with your outsourcing partner.

Consider ongoing training to keep the call centre team updated on new products, policies, and service standards.

Step 6: Technology Integration 

Ensure that your CRM, ticketing systems, and other tools are compatible with those used by your chosen outsourcing provider.

Implement strong security protocols, including data encryption and secure virtual private networks (VPNs), to protect customer information.

Step 7: Set Up Communication and Reporting Structures

Establish regular communication channels between your Australian office and the outsourcing call centre in the Philippines, such as video conferences, emails, and chat tools.

Set up regular reporting mechanisms to monitor the call centre’s performance, including daily, weekly, and monthly reports on key metrics.

Step 8: Pilot Program and Scaling

Start with a pilot program to evaluate the efficiency and effectiveness of the outsourced call centre.

Analyse the results of the pilot program and make necessary adjustments before scaling operations. Once satisfied, proceed with full deployment, scaling the call centre as your business grows.

Step 8: Continuous Improvement and Relationship Management

Regularly review the call centre’s performance and address any issues promptly. Establish feedback mechanisms to continuously improve service quality.

Maintain a strong partnership with your outsourcing provider to ensure long-term success.

Step 9: Legal and Compliance Audit

Conduct periodic audits to ensure ongoing compliance with Australian and international regulations. Stay informed about changes in laws and regulations in both Australia and the Philippines that could impact your outsourcing operations.

By following these steps, you can ensure efficient operations and improved customer service when outsourcing your call centre to the Philippines.

Ready to outsource your call centre to the Philippines?

Looking for an outsourcing call centre in the Philippines?

Are you considering outsourcing your call centre to the Philippines?

We at SOS Global Smarter Outsourcing Solutions might be a great fit for you.

As an Australian-owned company, we manage everything directly from our office in the Philippines, avoiding the hassle of working with intermediaries.

We offer a straightforward, all-inclusive fee that covers everything from team members and IT to setup and management, with no hidden charges.

Our staff, trained by industry experts, are skilled in all aspects of e-commerce, meaning you won’t need to spend much time on training. You provide the instructions, and we handle the day-to-day management.

Plus, if you ever need to make a change, our flexible terms allow you to give just 30 days’ notice.

With SOS Global, you get a dedicated team and the peace of mind that comes with working with a reliable outsourcing partner.

Ready to build your team in as fast as 7 days?

Start your outsourcing journey with us today!

Contact us now for a FREE consultation and let’s explore how we can help you achieve your business goals.