Why Australian Telcos Should Consider BPO in the Philippines

Today, we explore the consideration on why Australian telecommunication and ISP companies should consider outsourcing roles in the Philippines

Posted by Author 8 months ago

Outsourcing has opened various doors for Australian businesses and the Philippines as well. All thanks to low operation costs and a huge talent pool who are English speakers that possess a neutral accent, Australian businesses were able to flourish, with some even opening new sites in the country.

Global TeleForce is a strategic call centre based in the Philippines that offer outsourcing services to international countries, such as the United States, the United Kingdom, and Australia. With our international expertise and proper understanding of Australian culture, we open new doors for Australian business owners to achieve global success. For more information, call (PH) 02-6571872 / (AU) +61 419 200 663 or email enquiry@globalteleforce.com.

Running a business involves dividing a business owner's attention to different departments. While wearing different hats in order to manage it properly, there is one thing you need to keep in mind as you do every task ahead — the business' customers.

Customers are powerful human beings that can make or break your business. Through everyday conversations, they can already persuade their friends or loved ones that your business doesn't offer efficient troubleshooting or even assistance. In a snap, the business has already lost potential customers through word of mouth.

However, stepping up your game is already considered as an investment. Yes, the business is already an investment, but the different departments also, including customer service.

Customer service is a department within the business that handles customer queries and concerns regarding purchasing, product differences, services, and basic troubleshooting.

The bottom line is that the customer service department is considered frontliners of the business. When someone wants to know about a certain product, they contact customer service. Customers having trouble with their purchased product, the first thing they interact with is the customer service department.

In Australia, the estimated cost of bad customer service has already reached $4,000,000,000 per year. Imagine $4,000,000,000 going down the drain or to a competitor all because of poor customer handling and service.

There are different types of customers; some can get really rowdy and difficult while others understand the other end's circumstances. One of the best ways to handle this is by having a trained staff that has the ability to transform a negative experience into a positive one. Unfortunately, the costs are high in hiring local Australians for the job in terms of contact centres. That's why the majority of businesses are bringing their call centres to the Philippines.

Through the years, the Philippines has established itself to become one the world's best places to outsource. After proving to have a vast pool of talent who are fluent in English — and are even equipped with a neutral accent — and having lower costs than others, the country has propelled overseas countries to success. Different countries have seen the country as a great place to invest and develop their business, including the United States, United Kingdom, and Australia.

In terms of location, the Philippines is a strategic location for Australians because there are plane flights straight to the Land Down Under going to the Philippines and vice versa. A hands-on business owner can hop on a plane anytime and go to their business in order to check their outsourced contact centre. Approximately, the flight is eight hours for a non-stop flight to reach the country. There is also a longer flight available called the multi-city route, which is usually up 15 hours of your time.

Lastly, the time difference between the Philippines and Australia is not that far apart. Usually, the Land Down Under is ahead of two to three hours than in the Philippines; hence, communication is easier for both countries whenever urgent or not.

According to Australian Ambassador to the Philippines Amanda Gorely, Australian companies are keen to invest in the country, specifically the business process outsourcing (BPO) industry, energy, telecommunication, manufacturing, and mining.

Way back in 2016, Australian companies already employed more than 30,000 Filipinos living in the Philippines. On the other hand, Australia's Telstra transferred its 326 call-centre jobs to the Philippines, while Australian BPO firm TSA Group have opened a second site, which boasts 500 new TSA team members and 1,000 more on the first site.

One of the best decisions an Australian BPO owner can make is to outsource in the Philippines. Aside from the country's status in terms of BPO and its strategic location for business owners to perform routine checks with the business, the country also offers a talent pool of an English-speaking workforce that possesses a neutral accent and is trained enough to handle different cultures and situations. Definitely, the advantages are more than the disadvantages.