Why do Call Centers in the Philippines Operate 24/7 ?
Why do Call Centers in the Philippines Operate 24/7 ?
Call centers in the Philippines open up 24/7, night and day, so that clients from anywhere in the world can have access to staff. Time zones don’t affect call centers in the Philippines. Companies all over the world hire call centers in the Philippines to gain access to a massive pool of talent, with the country’s population being over 110 million.
Clients are Global
Companies in the US that work with call centers in the Philippines do so during their day time. When it’s day time in the US, it’s night in the Philippines. Call center staff in the Philippines are very accommodating, as many of them have years of experience working at night. Customers of foreign companies call in during all hours of the day, making the Philippines a great choice for contact center operations.
24/7 Services:
Customers want to get in touch with companies any time of the day which makes the Philippines ideal as operations run 24/7. There are typically 3 shifts in a 24 hour day. For example, a client in the US hire customer service representatives who need to be available 24/7. The staff in the Philippines can work 8am to 4pm, 4pm to 12am, 12am to 8am. Staff come in for their shift, and when they leave, others come in for theirs.
Internet and onsite Technology:
The Philippines has improved their internet services over the last few years making it a prime location to create teams and hire customer service representatives. The internet is most reliable in cities like Manila, Davao City, Cebu, Iloilo and Cagayan De Oro. Call centers in the Philippines offer clients all the hardware and software that’s needed to work. Software includes phone and CRM, and hardware includes laptops and headsets.
Benefits to the Economy:
Companies across the globe love to hire customer service representatives in the Philippines because of the service level provided. English proficiency is high and Filipinos are eager and quick to learn. The economy of the Philippines benefits from the business process outsourcing sector as there are now over 1.8 million Filipinos working in a call center.
Adapting to Customers’ Needs:
Business moves at a rapid pace which is why call centers need to be very adaptable to the needs of clients worldwide. There can be shift changes, addition of more staff and ongoing product training. Staff in the Philippines are hired based on their educational and experience background, giving clients staff that are able to adapt quickly to changes. Client partners who work with call centers in the Philippines do hire customer service representatives that can deliver exceptional service.
Skills and Training:
Training is an absolute must and is provided by reputable call centers in the Philippines. When clients hire customer service representatives, call centers provide training in several areas. The training includes soft skills & software training. Training and guidance is an ongoing process that call centers in the Philippines provide clients so that staff are as ready and sharp as they can be.
Call centers in the Philippines operate 24/7 to meet the needs of clients worldwide. Customer support is the overall goal, and call centers must provide the kind of talented Filipinos that can handle pressure and be resilient.
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