InvestingCall centre outsourcing Philippines: e-commerce customer care

Call centre outsourcing Philippines: e-commerce customer care


The emergence of e-commerce has created a less personal shopping experience for us all. With that loss of personalisation, shopping has become easier and more immediate. Today’s world is built on instant gratification, and the world of online shopping and e-commerce is no different.

It’s no secret, nor should it be, that at this point, having an online store is more important than having a brick-and-mortar one. The phrase “Google it” is firmly in our lexicon, and almost all our shopping experiences now begin with a quick online search.

For this reason, search engine results pages are now a greater part of our life than the clerks in a physical, real-world store.

“Recurring purchases have never been simpler; they’ve become streamlined and painless. Gone are the days where we had to venture down to the local store to pick up a roll of paper towels or laundry detergent or dishwasher soap. Are you an Amazon Prime member? You can literally sign up to “subscribe and save” and have items like these on a monthly or bi-monthly ordering and two-day delivery cycle,” says Ralf Ellspermann, CEO of PITON-Global, an award-winning call centre in the Philippines.

“It is the definition of set it and forget it,” he adds.

This is all wonderful, and it really has revolutionised the way we shop and buy. But what happens when things go wrong? (And they do.) There is no true utopia after all.

Customer care is one of the most important departments in any business. Companies need a good customer-facing crisis team that can field and handle issues to keep customers happy and loyal.

E-commerce companies, like any retail business, have inventory to thank for a large portion of their overhead costs. To compensate for this, many of these firms look to outsource their customer care and back office services to reduce some of their costs.

This, though, should never be done at the cost of quality.

This dilemma leads many businesses to the Philippines and even more specifically the city of Manila. For the past twenty-plus years, the Southeast Asian nation has established the world’s largest and leading call centre outsourcing industry.

Along with their state-of-the-art-facilities and high-tech infrastructure, the Philippines has one of the best workforces in the world. Customer service representatives are paid well locally, but the nation’s economy allows business around the world to save money by outsourcing here. The fact that they are so well compensated highlights that Filipino call centre agents are well educated, hardworking, and experienced.

Filipinos also speak accent-neutral English because the country was once a United States territory. Considering that 20% of the globe’s population speaks English, this a highly desirable skill for your company.

The city of Manila is home to some of the best contact centres in the world, including PITON-Global. When you outsource your call centre to the Philippines, you are outsourcing to the best in the world. Sure, you have other options, but if cost effectiveness and quality are your goals, there is only one choice.

Matthew Wearne
I'm a Sydney-based journalist covering breaking news at Quilter. I hold a master's degree from Sydney University's Graduate School of Journalism. I cover mainly business news and also report on finance. I also write for sites like SM, Forbes, HuffPost.

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