A Guide to Finding the Ideal Philippines Outsourcing Partner
Customer service outsourcing has become one of the most powerful solutions for businesses seeking innovative strategies to drive growth and profitability. Contact center, call center, and business process outsourcing (BPO) companies help businesses get ahead of the competition without overspending, especially when considering a place like the Philippines. Outsourcers can support everyday business operations by carrying out front-end and back-office functions including customer service and support, technical and product support, account and billing/payment support and more.
The Philippines is the number one destination for businesses seeking to outsource their contact center and customer support operations for their English-speaking customers around the globe. Filipinos are known for their excellent English proficiency, customer service mentality, and strong work ethic, which allows them to make significant contributions to outsourced business processes. However, just partnering with a Philippine BPO company doesn’t guarantee success. It requires careful consideration, meticulous planning, and a keen eye for choosing the right partner. With so many contact center companies in the Philippines, how can you determine which one is right for your business?
Understand Your Outsourcing Needs
First and foremost, you need to have a clear understanding of your contact center outsourcing needs. Every outsourcing company in the Philippines has its own areas of specialization. Each company’s focus varies depending on their expertise, experience, and the needs of their clients.
Understanding your contact center outsourcing requirements thoroughly will help you find a company that can effectively handle your business needs and meet your expectations. By clearly defining what you want to outsource along with your goals and objectives for outsourcing, you can better assess whether potential partners can meet these targets.
Factors to Consider in Choosing the Right Outsourcing Partner
Several factors should be considered when choosing a contact center outsourcing partner in the Philippines to ensure a successful partnership, including:
- Technological Infrastructure and Capabilities
Depending on your needs, an outsourcing provider will use your technology, a combination of your technology and theirs, or fully host all the technology needed to provide the outsourcing services you need. This is an important conversation to have upfront to get the information you need from a cost perspective related to technology, integration, software licenses, etc., if applicable.
- Communication Skills
Effective communication is crucial for the success of any business operations. Choose an outsourcing provider with employees who have great communication skills to handle customer interactions effectively. Be sure to gain a thorough understanding of how they hire, assess communication skills, and train the critical foundational skills to be an effective customer service representative creating effortless experiences.
- Likeability
This seems obvious, but you need to like the people you work with in an outsourcing situation. They are an extension of your business, so they need to reflect the tone, personality, and principles you strive to achieve as a company. Are they trustworthy? Are they transparent? If you don’t like an outsourcing company, chances are your customers won’t like them either.
- Cost-Effectiveness
A cost-effective outsourcing provider offers services at reasonable prices without compromising quality or service standards. By choosing a cost-effective partner, companies can make informed decisions that align with their financial goals and objectives. But being too focused on cost can compromise quality, so be sure you balance the two, so your customers get the service they have come to expect from your company.
- Strong Reputation
A strong reputation indicates the outsourcing provider’s reliability, expertise, and customer focus. Look for a company with clients who have been with them for many years. This speaks to the value of their partnerships. And don’t hesitate to ask to speak with clients to hear firsthand how the outsourcer performs for them.
- Company History
It provides insight into the outsourcing provider’s stability, experience in the industry, and expertise which can affect their ability to provide good results. It’s also important to get a sense of the tenure of their leadership. You don’t want a partner whose company is a revolving door for its management team.
How to Identify and Evaluate Potential Partners
Identifying and evaluating potential outsourcing partners is crucial in choosing the right outsourcing company for your business. Here are some ways to effectively narrow down your options:
- Review Industry Reports, White Papers, and Case Studies
Conduct thorough research to gain insights into industry trends and successful outsourcing partnerships. This research enables informed decision-making, risk mitigation, and the development of effective outsourcing strategies.
- Consult Professionals with Outsourcing Experience in the Philippines
To ensure a successful outsourcing venture to the Philippines, seek guidance from experienced industry experts or consultants with deep knowledge of the local market. These professionals can offer valuable insights into market trends, partner selection, contract negotiation, cultural nuances, and risk mitigation. By leveraging their expertise, you can make informed decisions, avoid common pitfalls, and maximize the benefits of outsourcing to the Philippines.
- Review Diversity Supplier Databases
If your company has supplier diversity initiatives, look into databases of organizations like the Women’s Business Enterprise National Council (WBENC) and the National Minority Supplier Development Council (NMSDC). Both WBENC and NMSDC certify businesses that are women-owned and minority-owned.
- Attend Contact Center and BPO Conferences and Trade Shows
Networking events can offer opportunities to connect with industry leaders and potential outsourcing companies in the Philippines. Engaging with them at these events will help you gather firsthand information, allowing you to find the one that matches your business needs.
- Shortlist Potential Partners Based on Criteria
Carefully evaluate potential providers based on your specific business needs and goals. Create a shortlist of companies that demonstrate a strong track record, industry expertise, and a commitment to quality. Consider factors such as their reputation, experience, certifications, and alignment with your company culture.
- Develop a Request for Proposal (RFP)
Many companies like an apples-to-apples comparison when they are making business decisions. The best way to do this is to create an RFP with all the relevant questions you’d want to be answered about how an outsourcer will implement and handle your business in order to compare outsourcing vendors and determine the ones you want to move to the next step of interviews.
- Conduct Interviews and Assessments
Conduct interviews with shortlisted companies to assess their capabilities, experience, and compatibility with your business. Inquire about their specific expertise, project management methodologies, and client success stories. Additionally, request references from previous clients to verify their performance, reliability, and ability to meet your expectations.
In Summary
Finding the ideal outsourcing partner is hard, especially since there are so many outsourcing companies in the Philippines. Each company has different specializations and services, so thorough research is necessary. Getting it right can lead to a good use of valuable resources. By taking the time to review and evaluate all potential partners, you can find the outsourcing partner that aligns with your needs and goals.
