Why we’ve chosen the Philippines for our offshore contact centres
In the Philippines, values like Malasakit (care for others) and Pakikipagkapwa (sense of community) are woven into the cultural fabric. In a people-first business like ours, that sense of care drives everything we do. But our decision to establish contact centre operations in the Philippines goes beyond shared values.
Through smart-shoring—a blend of onshore, offshore, and automated solutions—we’re able to deliver exceptional customer experiences without compromising on cost efficiency. For many of the brands we work with, this balance is key.
Here’s why the Philippines continues to be a great choice for our offshore contact centres, our customers, and the brands we represent.
1. A thriving BPO industry
China is known for manufacturing; Scandinavia for design; Italy for fashion; and Germany for automotive. The Philippines, on the other hand, has become a global hub for the business process outsourcing (BPO) industry hosting thousands of companies that cater to global markets. Many of the world’s leading brands already rely on Filipino talent for their customer service needs, making it a trusted destination for contact centre operations.
As the industry has gained a foothold in the country, in turn, the Philippine government has continued to bolster growth by investing heavily in infrastructure, tax incentives and training programs.
2. A time zone advantage
A practical reason is the country’s time zone compatibility—with Australia especially, allowing for efficient real-time communication and collaboration across our offices.
The Philippines is quite unique in this respect. As the day begins in the Philippines, countries in the West are winding down, creating a natural bridge for round-the-clock operations. This time difference enables seamless service coverage, particularly in an era where 24/7 availability is increasingly expected.
3. A large, skilled talent pool
The flourishing BPO industry in the Philippines has encouraged training programs that deliver a reliable and vast pipeline of skilled talent to the industry. But beyond this alone, many Filipinos have been speaking English since early childhood as part of their school curriculum. As a result, the country is the third-largest English-speaking nation in the world.
4. Cultural alignment
A proficiency in English is one key advantage, but it’s the combination of skills with cultural traits of the people that creates an ideal fit, particularly for the customer service industry. The country’s deeply embedded values of service and care equip its talents with the critical skills for service roles—tech expertise, empathy, and patience.
Additionally, the Philippines has a strong sense of community and teamwork which further enhances the efficiency and effectiveness of contact centre operations.
5. Rising tech hub with strong data-privacy standards
The Philippines is rapidly emerging as a key tech hub in Asia, with a growing emphasis on data privacy and cybersecurity that aligns with global standards. As the country’s tech industry expands, the government, through agencies like the Department of Information and Communications Technology, continues to foster a secure digital ecosystem. This, combined with the increasing number of tech startups and IT service providers, ensures that businesses in the Philippines are well-equipped to safeguard customer data, implement advanced security protocols, and adhere to ethical business practices.
6. Cost efficiency
Cost savings have long been a major reason for outsourcing to call centres in the Philippines, with many businesses citing it as a key benefit. The favourable exchange rates, lower costs of living, and affordable labour make the Philippines an attractive outsourcing destination, offering flexibility and scalability at competitive rates.
Businesses can reduce costs without sacrificing service quality, striking a balance between affordability and high standards with smart-shoring. Whether you’re looking to scale up quickly to handle increased demand or scale down to control costs during quieter periods, accessing talent across multiple locations offers the flexibility to meet ever-changing needs.
Key takeaways
The combination of the Philippines’ vast talent pool, time zone advantage, cultural alignment, and robust BPO industry gives the brands we work with a clear edge in delivering excellent customer experiences. To conclude, here’s a few key takeaways:
- The Philippines provides skilled, English-proficient call centre agents at a lower cost, improving both customer service and operational efficiency.
- Outsourcing to the Philippines also offers flexibility, scalability, and cultural alignment with Western markets, leading to enhanced customer satisfaction.
- Additionally, the country’s well-established call centre industry benefits from strong government support, ensuring security, compliance, and access to a reliable talent pool.
TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.