CONTACT CENTER
According to a report by the ICT Division of the BOI's Industry Development Group, the contact center industry is the most dynamic of the ICT sectors in the Philippines. In 2005, the contact center industry has experienced an annual growth rate of 70% for 2005,
Some of the American companies with dedicated contact centers in the country include American Express, Citibank, Fleet National Bank, Microsoft, Expedia.com, Barnes and Noble, WorldCom, CommSouth, Dell Computer, Sony, Minolta, JVC, Sun Microsystems, Procter and Gamble, and Bristol-Myers Squibb.
Some of the benefits of outsourcing to the Philippines:
- Filipinos are customer-oriented and service-driven workforce
- Call Center professionals are more receptive and adaptable to western culture because of their shared history.
- Higher level of English proficiency compared to the citizens of China and India
- Quality service at a lower cost
The Contact Center industry offers the following services:
- Advisory
- Billing
- Creative Marketing Programs
- Complaints/Disputes Desk
- Credit and Collection
- Customer Satisfaction Research
- Customer Segmentation
- Customer Service
- Database Warehouse Strategies
- Electronic Eligibility
- Help Desk
- Inbound and Outbound Marketing
- Inquiries
- Loyalty Program
- Marketing/Lead Generating
- New Product Introductions
- Order Taking and Fulfillment
- Payment Authorization
- Reactivation/Reinstatement
- Requests
- Sales & Marketing
- Sales Verification
- Support
- Technical Help Desk
- Transcription
- Telemarketing