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The Thriving Call Center Industry in Cebu

As the local BPO market continue to grow drastically, Philippines as the premier outsourcing destination. Right next to Metro Manila is the Cebu City. Cebu is regarded as second hottest BPO destination in the country.  As more multinational companies flock to the city, Cebu has become the largest call center hub in Visayas area.

In Cebu City, BPO is regarded as one of the fast growing industry. Low manpower cost is one reason why there are numerous local and foreign investors who are setting up an operation in the city.  Currently, there are 31 well known call center company in the city and more are still on the way. Some of the big call centers names in Metro Manila are already make an extension or provincial center in Cebu. There are also some small and medium sized BPO companies who bypassed Metro Manila and totally go straight to Cebu. Adept and professional workforces coupled with a cheaper cost of living are just few of the countless reasons why BPO industry in the Philippines is alive and flourishing in Cebu City.
       
 The ability of most Cebuano to comprehend and converse in English fluently is one of the most important assets in the city’s outsourcing market. English is regarded as the main language of call center industry. Having a basic understanding of the language is vital in the field of telemarketing and customer service. In Cebu City, the average wage of call center agent range from 12,000-15,000 while in Manila the agents wage range from 15,000 to 20,0000. This is because Manila is the commercial and geographic heart of the country and there a lot of competitive workforce as compared in Cebu.  Call center Cebu attrition rate are lower as compared in Metro Manila, it signifies higher level of job contentment among call center agents in the city.

When we compared Cebu to Manila regarding operational expenditures setting up a call center in Cebu is quite cheaper as compared in Manila. According to a feasibility study the rental rate are thirty percent (30%) lower in Cebu, commercial building office range from Php 250-300 per square meter, while in Manila is Php 900-1000 per square meter. In addition also, operational and utility expenses are fifty percent (50 %) lower in Cebu. “An increasing number of multinational investor is a good sign that Cebu City is fast becoming an important BPO destination in the country, stated by an outsourcing consultant of a Makati based call center” A lot of international companies are getting local workforce and investing big amount of money to set-up its own offshore company in Cebu, this is why the outsourcing industry in the city becomes flourishing.   

An increasing number of BPO companies’ helps to create more job opportunity to Cebuano’s, providing a solid and long terms employment. In turn it helps to enhance the local economy of the city, according to recent study conducted by the Department of Trade and Industry (DTI), the gross domestic product of the city increase into 5-6% in 2012. 

Though the call center industries in Metro Manila is moving in a rapid pace and are considered as more professional, Cebu is still  the top one provincial spot of multinational BPO investors, and as the local BPO industry persist to thrive Cebu City will keep on creating a name as the one of the prime outsourcing hub in the Philippines.   

Most Common Services Provided by an Outsourced Call Center

In some organization in USA, Australia, Canada and Europe outsourcing has become the most modern trend. This is now a popular trend simply because of the cost efficiency that outsourcing offers. Upon getting the service of an outsourced call center you will not anymore spend money the recruitment and training of your employees, office setup, licenses and many more. All you have to pay is the service that an outsourcing company offers. That is why there are many small and medium sized businesses opted to choose outsourcing. 

If you happen to look at what division most businesses outsource, in most cases it is their customer support division. Those companies who are outsourcing their customer support re-direct their company number to a call centers in Philippines. Every time a customer calls, their call will be directed to a representative from Philippines. They will be the one to answer the call in behalf of the company.  

Services provided by any virtual call centers outsourcing company are classified into two, voice services and non-voice services. Below are list of voice and non-voice service: 

Voice Services:

Phone services (Inbound and Outbound) – Handling a call is the main function of a call center. They establish and receive and call on behalf of their clientele. Currently, representatives at call centers not just serve as only agents who address phone calls, but also help out in making revenue decisions. They supply tips to prospects customer thus aid in building purchase decision. They also help in getting more business to their customers. Because of that it takes the operations of a contact center to another level.

Non Voice Services:
   
Live chat assistance - Live chat assistance is one of the most in-demand instant methods of conversation. In cases where people are checking your website and they have a query, live chat assistance would certainly prompt them to inquire the inquiry right then. Answering that question instantly would certainly possibly result in a conversion. If there were no live chat support, the potential customer might not make an attempt to inquire that at any other occasion or any other means of transmission. He might just leave the website. You don't want that do you? Mainly, if your organization offers product and services, live chat assistance is a remarkable tool to increase sales.

E-mail help and support - Although there are numerous instant types of correspondence such as chat and SMS, electronic mail  or email remains to be the most formal and common type of communication. It is not necessarily considered official only if something is claimed in an e-mail. Handling a costumers’ e-mail can be quite intoxicating chore - so this is certainly mainly outsourced. Representatives from off-site areas send and receive email on behalf of a firm. As a result this is essentially one of the most popular call center services.

Ticketing service – In case that you are expecting a countless in-flow of e-mails, it may not be easy to anyone to answer all those email quickly. As a result the concept of ticketing was created. Customers can send out an inquiry though an email to a company about the product or services that they have purchase, then they will automatically be handed a "ticket". This signifies that the mail has reached them and will be replied in a short time. The reps from the call center will address concerns based on the order of tickets. This ticketing program works well for companies that offer goods and services - if clientele have concerns or require help, they can forward a mail and this will be addressed as tickets.

List of Call Centers in Cebu

Aegis PeopleSupport Cebu                                         
e-Office 1, AsiaTown IT Park,              
Apas, Cebu City, Philippines                 

Bigfoot Global Solutions, Inc. 
F. Ramos Street Cebu City 6000
Philippines  

Calltek Center International Cebu
JY Square IT Center, No. 1 Salinas Drive
Cebu City
Philippines

Cebu Global Teleservices
2/F Mango Square Complex
Gen. Maxilom Avenue
Cebu City
Philippines

Convergys Cebu
R. Arcenas Street
Arcenas Estates
Banawa Hills
Cebu City 6000
Philippines

ePerformax Cebu
Ground Floor of the JY Square Mall
Salinas Drive Lahug
Cebu City Philippines

Stream Global Services
5th & 7th Floors
PIPC Engineering Sciences Building
Asiatown IT Park
Barangay Apas, Lahug
Cebu City 6000
Cebu, Philippines

JPMorgan Chase Cebu
7/f eBloc Tower
Asiatown IT Park, Lahug
Cebu City Philippines

Northern Transcriptionworks, Inc.
Osmena Boulevard cor. J. Llorente St.
Cebu City, Philippines

Qualfon Philippines Inc.
6th Floor Skyrise Bldg Asiatown IT Park Lahug, Cebu City 6000
Philippines

Savvy Sherpa Cebu
Consulate of Norway & Denmark
9th Flr. Keppel Centre,
Cebu Business Park Cebu City
Philippines

SupportSave Solutions
2/F Ma. Cristina Bldg., Fuente Osmena
Cebu, Philippines
Phone: (248) 430-4300

Sykes Cebu
KRC Commerical Building 1
National Highway, Subangdaku
Mandaue City, Cebu
Philippines

Vector BPO
72 N Escario St. 8th Floor
Cebu City, Philippines
Phone: 63 32 - 253 - 8988


Voiceville Communications
Voiceville Bldg,
119 T. Padilla St.
Cebu City
Philippines 6000

vCustomer Cebu
JEZA IT Building
Gen. Maxilom Avenue
Cebu City Philippines

Teletech Cebu
Levels 1 & 2, Oakridge IT Center
880 A.S. Fortuna Street
Banilad, Mandaue City
Cebu

Wipro Philippines
Cebu IT Tower 1, Lot 7, Block 2
cor Arch Bishop Reyes Ave. and Mindanao St
Cebu Business Park
Cebu Philippines

Xlibris Cebu
6/F TGU Tower (across i2 Bldg)
Asia Town IT Park, Lahug
Cebu City Philippines 6000

Using Virtual Call Center to Improve Client Satisfaction of Your Business

Business can be improve by using different marketing strategies but most likely the most indispensable technique to encourage more business is through client satisfaction. People who make use of your business will forward your business name to their pals, relatives, and colleagues, and if you do a good job of in addressing their concerns and needs, you will surely find that your base line improves. One of the primary factor can definitely turn off the client is waiting for long periods on the phone while they are calling your business. You may have found out in your business that it can undertake several transactions before a client can be connected to the right person to address their inquiry and concerns.  

In case that you operate a medical clinic or office, it is essential that your patients keep in touch with somebody who can reply their concerns right away. An ideal way to be sure that your clientele issues are responded immediately is using the service of a virtual call center. These off-site third party call centers will address calls that come into your office night or day. You can be sure that, no matter what type of concerns and inquiries there will be someone who can help your customer or patient instantly.   

The benefits of using the service of virtual call center for your business are too countless to be mentioned. One example is, in the healthcare industry those employees responding to your telephone line will likely be an experienced nurses and healthcare professionals. In the event your clientele call in after hours and reach the virtual call center that you employ, your clients or customers might ask simple questions about medications, signs and symptoms, and other health related inquiries your can assure that their concerns will be answered immediately. In case the concern is beyond the competencies of the call center agents, the agent will direct your patient to the nearby hospital. 

It will make your clients and patients feel more comfortable if they determine that they can continually talk to a live person once they call your office, and using a virtual call center is certainly the most beneficial remedy to this matter. Using a virtual call center you can easily remove the inconvenient of setting up an in-house call center for your business. Call center service provider already have the technology and right people to represent your business.  

Subcontracting Your Business Needs Using BPO Philippines

Businesses from several portions of the world are shifting their business processes to the Philippines. BPO Philippines is the number one suppliers with regards to outsourcing market. The substantial group of talents and means of the country have positioned the Philippines on top of the scoring in the worldwide outsourcing trade. The countless merits of the BPO to several businesses formed the Philippines as an area preferred by several overseas BPO players. Lots of firms are generally employing outsourcing providers from the country to manage a selection of their business assignments simply because the Philippines can offer experienced workforce that can provide fine quality services.

The level of competition in the international market is now getting tougher because of that firms irrespective of what types and groups, should find out techniques to boost business plans. The functionality to adjust to frequent developments is essential in every business so that they won't be left behind by their rivalry. Transfer of non-core business operations to the Philippines is considered as the most profitable techniques to control business, enhance output, and widen multinational access of the company. Placing a business affiliate in the Philippines is similar to having an expansion of your company in the other region. You will not personally organize your employees and business functions, but you will still continue to benefit from superior quality expert services provided by BPO Philippines.

You can find countless BPO agencies in the Philippines to pick from. Because of the ever-increasing variety of BPO providers in the country, BPO agencies are growing to be even more competitive in setting up their spots in the industry and this triggered a much better quality of services. Outsourcers can select from the wide assortment of service providers in the country that provide various kind of programs for different markets. If you're planning to employ an outsourcing company associate from the Philippines, be sure to determine that the outsourcing provider has a similar belief with you business before hiring out. A high-quality service provider features the capability to set up a specialized program that will complement with your firm. It should always have the top workforce, that are skilled and veteran on your organization and the type of field in which you do business. Always remember that the success of your outsourcing venture is dependent not simply on the place of your business operation but, above all, to the outsourcing business companion that you'll select. Finding the right vendor is absolutely important in outsourcing.

Philippines continue to be the primary provider of outsourcing support such as client and tech support, Search engine marketing and online advertising, software package development, web development, finance and accounting, health care transcription, data entry, and other back-office solutions. A great number of international investors are shifting their services to the country and enjoying the benefits that BPO Philippines gives. Outsourcing businesses in the Philippines can provide your organization a 24/7 operations which can highly increase your productivity. BPO in the Philippines is regarded as the top rated outsourcing option in Asia that can supply superior quality service every business. 

Vector BPO a leading provider of outsourced contact center services that specializes in  inbound and outbound call center. Using the proper technology and workforce in the contact center they help their clients in creating and enhancing customer loyalty. For more information about the company feel free to check their website at http://www.vectorbpo.com. 

Call Center Industry in the Philippines

Lately, Philippine job rate was elevated with the help of Business Process Outsourcing (BPO) industry that was directed by overseas investors to the country. Business process outsourcing is one of the fastest increasing business trends today. The Philippines BPO has increased by 46% yearly since 2006 and there were roughly 160,000 individuals employed in a US$2 billion organization way back then. A projection was formed that Philippines will be earning among US$11 to US$13 billion and recruiting 900,000 more Filipinos by 2010. 

According to Business Process Association of the Philippines or BPAP, Philippines, is regard as the world frontrunner in terms of BPO industry. The fact that Philippines, is the number one preferred destination for international investors in terms of outsourcing business providers merely because of its lower functional and work expenditures. Apart from that, the standard of the communication skills for the majority of Filipinos is exceptional in addition to having an English-speaking manpower and having English as the country's second official language. 

Offshore BPO comprises the call center firms which includes IT assistance, and other larger value services such as web development and designing, software development, computer animation, health-related transcription, and architectural support. The call center market contains 80% of the BPO trade in the country.

As reported, there are about 788 call center businesses in the Philippines. Majority sites are found in Makati Area, followed by Ortigas Center and Quezon City. On the other side the only city away from Luzon wherein call center firms persist to improve is Cebu City. Operating a call center in Cebu City is an ideal business investment endeavor because of the city's preferred spot as a well established firm center and at the same time delivering an uncrowded place with regards to building bulk. Recent graduates and young professionals from Cebu's neighboring place move to the city with the idea of finding a good job position in a call center industry.

Exceptionally standardized call center agency, they really need applicants who are remarkably fluent in English with above IT proficiency. A college degree is not their leading prerequisite to land a call center job. For most organizations that require lots of employees immediately, they invite job seekers and offer training with a minimal wage on a regular basis for those who do not yet have the needed skills. For an appealing marketing campaign, certain organizations would certainly offer a signing added bonus of not less than amount 20,000 for those who qualify and are hired instantly. 

The continual increase of call center industry at this time has a massive impact on the country's unemployment rate. BPO has been regarded by the government as the Sunshine Market of the country because of its extensive and quick development within the last couple of years.

The Significance of Call Center Outsourcing

Big companies such as airlines and pharmaceutical companies must need to attend their customers’ concerns or inquiries. It is necessary to resolve their needs in real time manner to guarantee customer service satisfaction. Call centers serves as the on call port for the customers to resolved their issues and concerns regarding certain products and services, for that reason the role of call center is critical in the success of business. In case that it is not properly managed tendency that the business will lose its customers and income. Large scale businesses are seeking the service of call center outsourcing that provides specialized service in handling business task more effectively.

Outsourcing services helps businesses to save more money since it is cheaper the fact that the wage rate of staffing requirements in third world countries is more lesser if we compare it in the first world nations. In previous years those big industrial nations who have companies that are operating across national boundaries sold off their products to smaller sized nations globally; however nowadays globalization is a two way concept. In addition information technology sphere is developing at a very rapid pace thus physical distance is not anymore an issue in doing business globally.

Upon continues development of call center outsourcing it is positioned to expand dramatically. Outsourcing is a term used to describe wherein a business functions is being contracted to other independent organizations within the country. On the other hand, the term is synonymous with "offshoring" which means contracting your business functions to organizations outside the country. This type of system had been applicable for over the past several years due to its minimal operating cost. There are many third world countries that have good English speaking skills staffing requirements and well-educated citizenry that is willing to do the job at a very minimal cost in comparison to the local man power. With the benefits of low business operation cost it helps business to harvest big profits.

With the help of outsourced call center it eliminates the hassle associated by daily business operation thus elevates customer service satisfaction and drives more profits to the company. According to the study, organizations or businesses would success if they put their total attention to their core business activities and outsource their other operational business needs. Given the fact that the call center service provider are pros in terms of good customer relationship management, they crank out the support needed to build up the business and as a result increase the company revenues. Nowadays market competition is getting tough so, to be able to cope-up it is necessary to geared up yourself by getting the service of call center outsourcing.