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Call Center Outsourcing: How Do I Set Up Phone Systems in the Philippines?

The Philippine BPO industry and call center industry largely contribute to the country’s economy.

The Philippine BPO industry contributes nearly $30 billion to the economy each year. It is estimated that 1.3 million Filipinos were employed in over 1000 BPO companies in 2019, and that figure is showing 8-10% growth every year. It is estimated that the country holds 10-15% of the global BPO market. (Nexford Insights)

Call centers are classified as Outbound, Inbound or Blended. Call centers are typically blended, meaning they provide both outbound and inbound services. In an Outbound call center, customer service outsourcing specialists grow the customer base through Appointment Setting, Lead Generation, Telemarketing, Telesales, and Market Research. Meanwhile, call centers also cater to Inbound Call Center services such as Technical and Service Support, and Order Payment and Processing.

Whether inbound, outbound, or blended call center, a solid phone system and telecom infrastructure is needed to efficiently meet the demands of the customers.

In a call center, businesses may encounter operational limitations. Determine the type of phone system for your call center. Discuss with your service providers the needs so they can properly address them. 

Historically, there are two types of phone systems: the telephony system and the cloud phone system.

The main difference of these phone systems is the place of installation. A telephony system is installed onsite. On the other hand, the cloud-based phone system also called cloud PBX, hosted PBX, and hosted phone system is a Voice over Internet Protocol (VoIP) installed and managed remotely, or off-site.

The cloud-based phone system removes overhead costs in equipment and infrastructure. Cloud or IP telephony works for remote communications such as businesses in the Philippines providing offshore call center service. It is also advantageous for startups or small-scale businesses that want to start small.

The use of VoIP is essential in improving operations in a customer service outsourcing and business setting.

With the growing number of 5G mobile subscriptions worldwide, a corresponding growth in the VoIP Industry is forecasted the next few years. The expected size of mobile VoIP Market by 2027 is $183.7 billion.

The corresponding projected global VOIP market share by 2024 is $93.2 billion.

Typically, VoIP software provides support in contact center service delivery, inbound and outbound calls, company-wide communications, transaction logs, real-time monitoring and productivity.

Determine the quantity of phone lines needed for your phone system. Your provider must be capable of scaling the phone system up or down depending on your need, and budget for installation, operations, and maintenance costs. Most VoIP Providers based in the Philippines have the capability to scale and customize telephony solutions.

The ideal VoIP software is rich in features such as Call Analytics, Call Recording, Intelligent Call Routing, Auto-attendant, Ticketing System, Email/Help Desk, FAQs/Forum, Appointment Management, Knowledge Base, and even Interactive Voice Response (IVR), an innovative automated phone system technology that provides customer service to aid them in providing solutions to basic concerns via selected preprogrammed voice responses.

If you already have existing telecom infrastructure, application integration is especially important when integrating VoIP into existing systems. Your providers must be able to integrate new systems into legacy systems and other call center equipment you want to upgrade.

VoIP is cloud-based and operates via the internet. Always check the stability of your connection. Apply best practices such as structured cabling for improved bandwidth and 100% uptime.

Lastly, 24/7 Technical Support (via phone, chat, or email) is required for a quicker turnaround time and more efficient customer service. Technical experts should be reachable and responsive in providing assistance on efficient handling in configuration support or issue resolution on software concerns.

Connext Global Solutions works with whatever systems clients currently use. In fact, a number of active Connext clients use contact center software in their operations. To enable a smooth transition, Connext has successfully integrated these systems for the delegated offshore Connext teams.

If you are thinking of partnering with an offshore service provider like Connext, here are some popular call center service software companies and their respective software. Read our previous blog for call center software supported by and currently integrated in daily customer service operations of Connext.

Partner with Connext today.