Customer experience is everything. Even businesses that manufacture products know that most customers no longer buy just an item, but they also feel they are buying the experience around it. That might be how they use it and the value they get from it, but it’s also the service they receive when things go wrong, or they need help.
Research has shown that, counterintuitively, people will have a higher opinion of a brand even if a product develops a fault when they get flawless customer service afterwards. But how do you make this work for you?
The traditional view was that you kept customer services close to home. That way, you maintained control and minimised risk. The idea of offshore outsourcing to the Philippines would be the last thing on your mind!
“That opinion has slowly changed. Customer experience management services in the Philippines have become recognised not only for the savings they offer, but also for their quality. In an age when almost everything is done remotely, and business is global, there is no need for customer services to be located domestically. There are several reasons that outsourcing can provide a better service. The main one is that, like any other service, when you use a specialist, you get better results,” says Ralf Ellspermann, CEO of PITON-Global, an award-winning customer experience outsourcing provider in the Philippines.
Outsourcing providers in the Philippines are part of a world-leading industry. To achieve this, they have invested heavily to maintain the nation’s lead, as well as their competitive edge. Usually operating from custom-built facilities, they will also use the latest innovations. A premier provider will typically have call agents working alongside AI assistants. These can provide them with useful information about the customer they are dealing with, information on the products they own, and useful tips and suggestions to move the call towards a successful resolution.
The staff themselves are highly skilled. The Philippines boasts a good educational system, providing staff that are intelligent and adaptable. Alongside the cultural affinity the nation has with the West, they often boast fluent English with little or no discernible accent.
However, perhaps the biggest advantage they offer is the cost. Labour costs in the Philippines are low, so even using a premier provider can be as much as 50% less than it would cost to provide the same service in-house. This level of saving can be achieved without sacrificing quality. Customer service work is an attractive career option for Filipinos — over one million work in the industry with Australia, being in a nearby time zone, a particularly attractive option, offering good hours and the opportunity to work for some premier brands.
Outsourcing customer service to the Philippines is a good business decision. The customers benefit from better customer service from a specialist provider, while the business benefits not just from the savings, but also from the improved customer satisfaction and loyalty. It’s a win-win for everyone.