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.