How much call centers in the Philippines spend on customer service

Sunday, February 23, 2014

Being the ones that handled the worst of all client concerns in the history of customer service, call centers in the Philippines may be among one of the best resources to ask about the real cost of providing customer satisfaction.

They know that all customers want a type of customer service that goes beyond expectations. They've witnessed how these satisfied clients turned into loyal and repeat clients. But on the other hand, these contact centers also know that good customer service has a price.

The bad thing about some brands and marketing writers is that they tend to conceal the reality behind good customer service. They present it in a way that by practicing good customer service (or just giving what the customer wants and needs), everything will come out alright. They don't really talk about the fact that there must be someone who pays for the customers' satisfaction. And for local contact centers in the Philippines, it's only as simple this: it's either them (the call center) or the customers.

Let's talk about the real price of it all

Now that multi-channeling is a dominant customer service trend, call centers are expected to reach customers through whatever platform they may come from—chat, on the e-commerce website itself, email, apps, or the traditional telephone.

If the contact center does not invest in these systems, it will end up outdated, forgotten, and soon enough, bankrupt. Dolling up contact centers into modernity is indeed pricey because they need to spend on hiring, training, and compensating the people who would man these new channels.

It's not just about multi-channeling, however. In traditional outbound-inbound customer service, call centers in the Philippines still invest in sieving through the best people from a pool of talented professionals. Then, in order to hone these already-talented individuals, they are trained, taken care of, and nurtured with monthly benefits—which also concern a big amount of money.

It's not that pricey, anyway.

But that price isn't pricey enough if you look on the other side: What if you choose to stay as you are, get a so-so type of customer sales representatives, and refuse to research deeply about newer customer service techniques?

The result is a more horrendous reality. Call centers that don't give immense attention to modernizing their systems, honing their staff, and improving both their overall contact center and customer service strategy end up suffering the most. Every year, $333.5 billion are stripped off from the global call center industry due to contact centers that refuse to adhere to good customer service.

Hence, good customer service is like starting up a new business. One has to mete out money first and wait for months and years before obtaining a return on investment (ROI). The contact center should invest in customer service in all aspects—money, emotion, patience, and time. Once the right customer service model is established (more than capable-CSRs, well-trained supervisors and QAs, well-researched strategies), then sales will follow. Then owners and clients of call centers in the Philippines will be surprised with how big those sales are—they can compensate for the money spent on investing in good customer service.

Open Access BPO is a fast-rising outsourcing firm located in Makati, Philippines. We offer unique inbound customer service solutions to our worldwide clientele. Know more about our other services by visiting our website and Google+ page.