Top 10 Call Centers in the Philippines + Alternative Choices

As your business grows, keeping your customers is crucial to your success. Did you know that 96% of unhappy customers don't actually complain, some just quietly leave and never come back? Yikes! 

And it gets worse—they'll tell between 9 to 20 people about their bad experience! That's a lot of potential customers and revenue slipping through your fingers.

So, how do you make sure your business continues to thrive? Apart from working with a call center company, consider working with call center professionals in the Philippines!

In this article, we’ll dive into the call center industry and effective alternatives you can explore to ensure your customers are heard and happy.

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What Is a Call Center?

A call center is a business that manages high-volume, repetitive calls or tasks to help business owners and managers focus on more critical aspects of the business.

Despite multiple online channels, many industries still consider call centers valuable. Some industries that use them include:

• Telecommunication companies offering technical support, billing inquiries, internet, etc.
• Banking and financial services that manage their customer inquiries, transaction support, fraud detection, etc.
• Healthcare providers and insurance companies that manage patient support, appointment scheduling, insurance verification, etc.
• Retail and eCommerce companies processing order returns, product inquiries, and online shopping experiences.
• Travel agencies handling reservations and booking changes for their customers.

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How Call Centers in the Philippines Boost Business Efficiency

Let’s get straight to it. Why do many businesses choose call centers in the Philippines? Here’s a list of reasons why.
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Implement smart savings

It’s no secret that businesses today outsource elements of their operations (and many of them in the Philippines) to save on costs, and that still holds true today. 
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The business process outsourcing market is expected to reach $525 billion by 2030, with the finance, IT, and telecommunications industries being the biggest drivers for its growth.
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Apply the 80/20 rule

Ever heard of the 80/20 rule? It’s a game-changer! Most call center services aim to answer 80% of calls within just 20 seconds. That’s lightning-fast support, ensuring your customers aren’t left hanging.

With customer satisfaction being pivotal to the success of your business, you can manage customer concerns quickly with call centers, enhance their experience, and allow you to build trust and boost profitability.
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Tap English-proficient Filipino talent

English is the official language in important institutions, but it’s also used in most businesses. With that, you can tap skilled Filipino talent who are proficient in English.
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According to the Social Weather Stations survey, 47% of Filipino adults are competent in English. 80% understand spoken and written English, and 55% speak the language. 
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Benefit from round-the-clock customer support

Need customer support 24/7? No problem! With Philippine call centers, you can ensure your business can assist your customers anytime. This setup is perfect for international clients across different time zones.

According to Mindful by Medallia, callers today have become more tolerant of the wait, but their experience has taken a nosedive since then. Five minutes is the maximum time 90% of callers would wait until they hang up.
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Access to cutting-edge technology

Sure, the Philippines is a third-world country, but it ranks 73rd out of 132 countries when it comes to innovation. Moreover, the country’s Department of Information and Communications Technology (DICT) has already achieved quite significant milestones, garnering international attention.
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Focus on what you do best

Outsourcing to Philippine call centers allows you to zero in on your core business strengths. Instead of juggling customer service, you can focus on growing your business.
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Scale with ease

Call centers in the Philippines offer the flexibility to scale your support team as needed. During peak seasons like holidays, it’s easy to ramp up operations and vice versa. 
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Improve customer satisfaction

Call center outsourcing in the Philippines helps you achieve an important goal: improving customer satisfaction. For instance, you can work with a customer success manager who can help ensure your clients all benefit from your partnership.
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Call centers in the Philippines are pretty known for their quality of work, which is why the country's business process outsourcing (BPO) market is forecasted to grow to $37.87 billion this year. With its skilled talent and efficient customer service, you can expect happier customers and even better retention rates.

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Top 10 Call Center Companies in the Philippines
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1. Sutherland Global Services

With its call centers in the Philippines widely spread in cities like Mandaluyong, Taguig, Davao, and Clark, Sutherland is definitely part of the list. This global organization is known for its excellent customer service, tech support, and business process outsourcing (BPO) solutions. Its experience-led approach paved the way for it to be named Best in Service Excellence at last year’s Asia CEO Awards.
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2. Concentrix

The Grand Winner for Top Employer of the Year at the 2023 Asia CEO Awards, Concentrix, is a leading provider of various services, such as customer engagement, tech support, and analytics. It is the largest employer, with about 46 sites across the country.
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3. Alorica

With its expansion in Davao City last year, Alorica has cemented itself as one of the best call centers in the Philippines. It specializes in customer experience management, offering services like customer care, tech support, and sales. 
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4. Foundever 

Formerly Sitel, Foundever is another global leader in the customer experience industry.  Apart from delivering comprehensive customer service solutions and helping boost efficiency for its clients, it’s currently working with the Department of Labor and Employment (DOLE) to create job opportunities for young Filipino workers.
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5. Teleperformance

Ranking as one of the best places to work in the Philippines, Teleperformance offers services like customer care, tech support, and back-office processing. Chief Executive Officer Rahul Jolly noted that their people are their greatest asset—proving that Filipinos are great talent to invest in.
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6. TTEC (TeleTech)

TTEC established its first location in the Philippines in 2001. Today, it has spread throughout the country, with 12 hubs providing exceptional customer experiences across multiple channels.
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7. Sourcefit

Sourcefit is another BPO company in the country that offers customized outsourcing solutions. However, aside from the call center solutions, Sourcefit is known for advocating a more sustainable lifestyle. The company started a campaign called Soilmate Project, in which hundreds of its employees pledged support. 
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8. VXI Global Solutions

VXI Global Solutions serves clients in telecommunications, healthcare, and finance. Its award-winning customer management solutions focus on delivering premier omnichannel and multilingual support, quality assurance, and more.
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9. Telus International

With seven offices strategically placed throughout Metro Manila and two in Iloilo, Telus offers a wide range of customer experience and digital solutions for top brands. The company established itself in the Philippines in 2005 and has grown to over 26,000 team members.
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10. IBM Solutions

IBM Solutions leverages advanced technology and expertise to help businesses improve their operations and customer satisfaction. Last year, it reached out to startups and enterprises, offering its new self-service AI and data platform, WatsonX, to help businesses grow.

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The Drawbacks of Outsourcing Call Center Services in the Philippines

Although there are benefits to call center outsourcing in the Philippines, you should also keep in mind that drawbacks can affect your operations.
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Loss of operational control and quality

Outsourcing your customer service to call centers in the Philippines may lead to losing operational control and quality. Misalignment with your company values, gaps in training, and high turnover rates can significantly impact the consistency of your service.
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Customer dissatisfaction

Imagine outsourcing to call centers in the Philippines and finding out your agents are unfamiliar with your brand and products. It’s like teaching them the ropes from scratch! Expect to go the extra mile, providing proper training and necessary materials. Doing this will maintain brand consistency and reduce the risk of customer dissatisfaction.
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Security risks

Outsourcing means sharing sensitive customer information outside your company walls. This can pose security risks. You need to implement security measures to prevent data breaches and fraud.
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Hidden costs

One of outsourcing's advantages is its cost-saving nature, but there’s a catch: hidden costs can surprise you. Watch out for extra fees for additional services, training, and the like, which can likely offset the savings.
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Dependency

Relying heavily on an outsourced call center can create dependency, which could lead to bottlenecks. Always be prepared to handle disruptions such as employee turnover, directly affecting your customer service operations.

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Explore These Alternatives To Outsourcing Call Centers

What if we told you that there’s a way to combat these hurdles? Call centers have upfront costs, so startups and small and midsize businesses (SMBs) opt for better alternatives.
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In-house and remote

Keeping call center operations in-house or opting for remote teams allows for direct control over quality and performance. This ensures that your team fully aligns with your company’s standards and values, providing a consistent customer experience.

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More than that, like outsourcing, you save up to 83% on labor costs. Check out our FREE salary guide to see how much you stand to save with remote staffing!
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Automation

Implementing automated solutions like chatbots and interactive voice response (IVR) systems can handle routine inquiries and free up your human agents for more complex issues. Automation increases efficiency and can significantly reduce wait times for customers.
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Self-service

Empower your customers with self-service options such as comprehensive FAQs, knowledge bases, and online portals. These tools allow customers to find answers and resolve issues at their convenience, improving satisfaction and reducing the volume of calls.
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Social media and chat support

Engage with customers where they already spend their time—on social media and through live chat on your website. These platforms provide instant communication and can address customer needs quickly and efficiently, enhancing their overall experience.

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Supercharge Your Business with Dedicated Customer Service Roles

Drive business success with the power of effective customer service.

At MultiplyMii, we have a decade-long experience providing remote staffing solutions to businesses. We have contributed to our clients' success stories by connecting them with high-performing talent from the Philippines.

Want to unlock the full potential of an exceptional customer service team?

Let us help boost your business and deliver exceptional service that keeps your customers happy and loyal. 

Get in touch with us today and take your customer service to new heights!

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