THE world is becoming increasingly interconnected, and as a result, businesses are looking for ways to better serve their customers, regardless of where they are located or what language they speak. The Philippines, renowned for its strong customer service industry and a culture that places a strong emphasis on hospitality, has emerged as a leading destination for multilingual customer service outsourcing.
The country has a large pool of highly skilled and multilingual customer service representatives who provide support in more than 30 languages including English, Spanish, French, Mandarin, Thai, and Japanese. This allows companies to expand their customer base and reach new markets.
The Philippines has developed a robust contact center outsourcing sector over the past twenty years, but it also provides back-office services such as data entry, data analysis, and accounting. This allows client companies to streamline their overall operations and improve their efficiency while taking excellent care of their customers. The Southeast Asian business process outsourcing (BPO) powerhouse has the unique advantage of being able to provide a one-stop shop for multilingual customer service and back-office support, allowing companies to optimize their operations and achieve cost savings while still providing world-class customer service.
According to Ralf Ellspermann, chief executive officer of Piton-Global and one of the country’s leading experts on multilingual customer service outsourcing, “Shopify has a customer support team in the Philippines that handles queries in multiple Asian languages. Lufthansa, Germany's national air carrier, also has an operation in the country that provides support to customers across Asia, Europe, and America.”
The use of advanced technologies such as artificial intelligence, chatbots, and data analytics is also driving the growth of the multilingual customer care industry in the Philippines. With the adoption of these technologies, companies can provide more personalized and efficient service to their customers.
These examples demonstrate that companies across a wide range of industries are turning to the Philippines to meet their complex customer service needs, and they are finding outsourcing companies who can partner with them to cater to the various linguistic and cultural requirements of the global markets in which they work.
Although contact centers are often the first function companies think to outsource, back-office administrative services are also excellent candidates, allowing streamlined operations, improved efficiency, and reduced costs. According to a report by McKinsey & Co, the Philippines is the second-largest provider of BPO services in the world, and the industry is slated to grow in the coming years.
“The Philippines has managed to position itself as a global leader in multilingual customer service outsourcing. With its highly skilled and multilingual customer service representatives, combined with the adoption of advanced technologies and 24/7 support, BPOs in the country are able to provide comprehensive solutions for companies looking to improve their customer service, expand into new markets, and boost their overall profitability,” concluded Ellspermann. (SPONSORED CONTENT)