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Getting a Help Desk Call Center from the Philippines

Establishing and maintaining an in-house Help Desk Call Center is an expensive and risky undertaking for most small businesses. Even with large enterprises, internal Help Desks often evolve into problem tracking rather than problem solving organizations. This results in higher costs per reported problem, low user satisfaction with IT staff, and reduced customer productivity. Moreover, you must also know that agents aren’t always easy to find. Finding and hiring new help desk agents can also be a little trickier than the normal hiring process since you have to make sure that they are willing to learn to work with your customers. Turnover is a huge problem in this field.

YOUR NEXT BIG STEP. Getting a call center from the Philippines will be the only solution to the problem. Small businesses that need immediate access to a Help Desk Call Center can get expert phone support and full escalation capability even by just working within a limited IT budget. Here are few tips that you have to make sure the Philippine vendor has:

-Virtual Help Desk Services 

-Call Center Phone Support 

-Secure Remote Access 

-Applications Expertise 

-Expert Certification

Catch Up With the Most Requested Telemarketer from the Philippines

Calvin de la Cruz more commonly known as “Lee Davis” to his customers has been with Next Office for years now. He is a graduate of an established university in the Philippines with a degree in Accountancy, but felt that this is not the path for him to take. He then pursued a career in sales, getting training from one of the best success coaches in the Philippines. Entering the call center industry never came to his mind until he was offered a position that will pay him well and provide him an opportunity to improve his skills.

Here’s a quick catch up with the most requested telemarketer of Next Office.

1. How did you start in the business (telesales)?

My friends were actually the ones who encouraged me to enter the business when call centers started in the Philippines. They believed that I fit in the call center industry because of my outgoing personality and... good English communication skills. To further enhance my skills, I decided to get a short term course for someone who wants to be in the industry, in a renowned training center in the Philippines. This experience taught me a lot. It helped me become more confident that made me fit into telesales position. When I finally got into sales, I promised  myself that I will be the best agent that I can be... and I know I did it and still doing it.

2. What do you think is the main contributing factor that makes you the most requested telemarketer of the company?

First, I manage to show them consistency in terms of numbers. Sales is a numbers game. So let's say if it takes me fifty phone calls to make ten contacts and it takes ten contacts to make one sale; then I am going to have to make a whole bunch of phone calls to reach those ten sales. That’s what I always keep in mind. Secondly, I also believe that it’s not only about sales, but it's also about attitude and having the right mentality. As a telemarketer I’m calling hundreds of people a day and many of them woundn’t be interested in what I’m going to say. Hence, as a person with attitude, I make sure that I am able to brush that right off my shoulders.

3. How do you keep your positive attitude?
   I always have this MIND SET to compete with everyone in a healthy and positive way. I always tell myself that I'm the BEST and I'm number 1.

2 Reasons to Choose Philippines

In year 2010, Philippines has been reported to be a top BPO hotspot in the Global market. There are a lot of factors identified contributing to this milestone in Philippine economy. Two of those, top our list of why demand for outsourcing centers in the Philippines continue to rise.

1. LOW RATES:

With the economic phenomenon called Global Labor Arbitrage, business people, cost efficient as they are known to be, gain access to lower cost economies through offshoring. Arbitrage means taking advantage of a price difference generated by the wage gap between industrialized and developing nations. Amidst global recession, a foreigner's best resort for its business to survive is outsourcing to low wage countries. Some may just want to free up their time and grow their business but simply cannot afford unless revenue increases.  Consequently, Philippines is one of those developing countries with low wages (as seen in the graph below compared to US and other BPO resource countries). This is mainly the reason why companies choose the Philippines as their outsourcing destination.

Source: PayScale, SourcingLine, 2010

Moreover, what gets us ahead is the relatively high cost of personnel and worker inefficiency in the U.S., hence, they shift to countries where labor is cheap like the Philippines. The Philippines is one of the most cost effective locations in terms of compensation for IT jobs like web designing, system engineering, as well as voice and non-voice business processes.
 
Just for instance, salaries for technical resources range from $4,400 (for starters) to more or less $24,000 (for seniors) per annum. This allows foreign companies to save up to $30,000 per year in wages per employee. Definitely a huge amount of savings as compared to hiring a homeshore employee.

2. LANGUAGE PROFICIENCY:

Philippines has been considered to have better affinity with the American culture, hence having better understanding of American consumers.This dates back in the American period where Americans were said to have poisoned Filipino way of thinking through education. This has said to cause neglect in own Filipino culture and identity. However, through the years, this has been translated to a positive response towards the Philippines in the global economic arena. In fact the country has been a favorite because of the abundance of English speakers that are college graduates and Americanized when it comes to English accent. As a result, Philippines is chosen and preferred by most businesses for their outsourcing needs be it for voice or non voice processes. This paves way for more back office jobs like article writing, blogging , content writing to be done offshore. Grammar and spelling will never be a problem since Filipinos are heavily trained in technical writing.

Indeed, with lots of well-educated, English-speaking programmers and writers delivering quality work at a lower rate, who wouldn't seriously consider getting a Filipino staff?


By: Next Office