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What are the Benefits of Outsourcing Customer Service?

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The myriad benefits of outsourcing customer service to the Philippines are numerous and well documented. The world's best companies outsource their customer service to the Philippines. Customer services makes up about 70% of the entire Business Process Outsourcing (BPO) industry in the Philippines. Today, the Philippines is affectionately referred to as the "Call Center Capital of the World". Every day over a half a million Filipinos are on the phones, many providing excellent customer service for companies of all shapes and sizes around their world. Many companies from the United States, UK, Australia, Canada and Scandinavia outsource English language customer support to the Philippines.

Customer support outsourcing services can be voice, or non-voice in nature. Examples of non-voice customer support channels include email, text, live chat and social media customer support. Social media customer support is on the rise globally. Customers want a resolution to their problem quickly, no matter what channel they choose. If they tweet a brand, they want to hear back within an hour or so. Customers are becoming more and more demanding by the day it seems. Customer Service is a voice-based support that caters different types of service and for about 70% of the Business Process Outsourcing proceeds had been generated since 2010 and Philippines was ranked to be the number one across the globe in the field of offshore services such as technical support, virtual assistant, back office, accounting, graphic designs, appointment settings, help desk etc. Filipinos are well-known for their English fluency, knowledgeable, and service oriented and for the result? A better customer satisfaction.

  • Flexibility

    By outsourcing you can construct a virtual team that can have diversified talents spanning a range of tasks, from data entry, research, help desk support, customer service, marketing and sales and attending to personal matters. If you build a team in the Philippines with diversified skills, the possibilities are endless.

  • Access to a talented and available workforce

    English is the number one spoken language in the Philippines and outsourcing is the number one industry. Companies can hire a ready and willing workforce quickly and easily. Universities turn out many skilled and trained workers every year. If you assemble a talented team abroad, you have a greater access to talent, at a fraction of the cost of the same team at home. Simply, it’s much cheaper and easier to get talent in the Philippines.

  • Outsourcing can be a change catalyst

    If you build a team abroad, you have a fresh set of eyes on every task that is assigned to them. You can get a nonpartisan and objective opinion which could bring about a positive change in your company. Additionally outsourcing necessarily requires that you document and analyze your workflow in order to train and get the best out of your offshore workforce. This naturally forces you to examine your SOP’s (Standard Operating Procedures) and hopefully improve upon them.

  • Better service – both internally and externally

    The quality of service you both receive and provide could be improved by building a team in the Philippines. With an offshore customer service team, you can provide service 24/7, or in ways that weren’t possible before. If you hire the right outsourcing partner you will in turn receive great service in respect to your operations. The BPO company you hire will take care of management and internal problems.

  • Greatly reduced exposure to law suits

    Many companies and top level executives in developed countries have to deal with lawsuits (sometimes frivolous) from their in-house staff. However, when outsourcing the legal risk is borne entirely by the outsourcing provider who is treated on a contractual basis. The client does not have to hire any staff or deal with lawsuits or in-house politics as these are managed by the BPO Company.

  • Reduced healthcare costs and benefits

    If you build a team abroad, you will not be responsible for providing health insurance, benefits, taxes and other expenses that can cost a business owner an arm and a leg. The cost is absorbed entirely by the outsourcing partner.

  • Easier HR and management

    If you chose the right BPO provider, they will have an experienced and professional HR and management team who will help your team. You are still responsible for training and task allocation but you can forget about ensuring your workers turn up on time, dealing with vacation and sick leave reporting, tax returns etc. All of that will be done for you, enabling you to focus on your business! Which brings us to number 9 on the list

  • Focus

    Outsourcing your non-core competencies can allow you to focus on developing and growing your business. You can work on innovation and sales, rather than dealing with sometimes petty office problems and operational necessities that don’t add anything to the bottom line.

  • Work-Life Balance

    Nobody ever has enough hours in the day. People are working more and more hours. Building a team in the Philippines can help improve your work- life balance by offloading time-consuming, repetitive and often boring tasks from you to them.

In a nutshell, the benefits of outsourcing include cost reduction, availability of better talent, flexibility and reduced exposure to lawsuits. Hiring a customer service can be the most rewarding decision a company can take.

Patryk Kalinowski

Patryk Kalinowski

Patryk is Finance and Business Management Professional with double Master's degree (Hons) from top universities in Europe and Singapore. He worked as an Investment Banker in Singapore. Patryk is a well-rounded, versatile, creative and entrepreneurial personality with proven cross-cultural leadership and communication skills.


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