PRC Offshore Solutions: Philippines

Philippines-services

A Robust Offering of Philippines Call Center Services

With four Philippine call centers supporting clients worldwide, PRC’s Philippines Offshore Solutions give you a flexible, cost-effective option for meeting the diverse needs of your consumers.  From lead generation to product support, we offer a wide range of call management and contact center services designed to help you create, cultivate and maintain your most important assets: your customer relationships.

Why Use a Contact Center in the Philippines?

Running your customer service operations from a Philippines call center offers a number of strategic advantages.  Higher education is a priority here, with a literacy rate of 94.6%--among the highest in the world.  Nearly 350,000 college graduates join the Filipino workforce each year, providing a growing pool of exceptionally skilled and hard-working IT professionals. 

But the voice services realm is where the Philippines shines. Once an American colony, the country has a Western-influenced culture that is highly compatible with that of the U.S.  Filipino workers, friendly and helpful, have a natural inclination for customer service. Call center agents in the Philippines can communicate clearly and effectively by phone without a trace of their native accent.

 The Philippine Call Center Advantage: More Value for Your Investment

  • Recognized excellence in voice services
  • Skilled labor force of 29 million
  • About 350,000 university graduates yearly
  • Approximately 70,000 IT/computer science related
  • Approximately 100,000 commerce and IT-enabled
  • Low attrition rate
  • High-quality managers and IT staff
  • Excellent fluency in American-accented English
  • Strong work ethic and professionalism
  • Similar cultural, business, legal practices and media sources as the U.S.

PRC Philippines Call Center Services & Capabilities

  • Inbound Customer Care (Account Maintenance, Billing Inquiries, Cancellations, Complaints, General Inquiry, Call Backs, Loyalty Programs Support, Product Support, and Up-Sells/Saves)
  • B2B Sales and Marketing (Lead Generation, Appointment Setting and Sales)
  • Interactive Voice Response (IVR) Solutions
  • Back-Office Capabilities
  • Live Agent Chat
  • E-Mail Management
  • Web Collaboration Tools

Industry Experience

  • Financial Services
  • Health Care
  • Telecommunications & Wireless
  • Travel & Tourism

Reliable IT/Communications Infrastructure

  • Network Operations Center with 24/ 7 support
  • Exceptional IT team with strong expertise in advanced call center technologies (traditional and VoIP technologies)
  • Highly secure and redundant infrastructure with support for multiple points of failure
  • Multiple ties with well-known IT vendors

 Recruitment, Retention and Operations at Our Philippines Contact Centers

 Recruitment

  • Targeted sourcing
  • Thorough client-centric process
  • Constant calibration with U.S. counterparts
  • Equal employment opportunity
  • Strategic alliances with government  agencies and academic institutions

 Retention

  • An accessible and involved management team
  • Team-building activities that build and strengthen work relationships
  • Performance-based incentives
  • Personal and professional development
  • “Fun@Work” campaigns

 Operations

  • Ability to provide flexibility and agility based on demand – or first-to-market needs (able to support 24/7 operations)
  • Dedicated leadership team supplied, depending upon size and complexity of operations
  • Daily touchpoint meeting, monthly/quarterly business review meetings across all accounts, and exchange of best practices
  • Wave 0 hiring of leadership team for seasoning and SME built up
  • Participation of leadership team in hiring interviews and profiling for better results
  • 80% Management By Walking Around (MBWA) methodology

Customer Service Orientation at Our Philippines Contact Centers

PRC’s Philippines contact centers serve U.S. Fortune 500 companies. They are viewed operationally as being “on-site” with all other PRC locations and adhere to PRC’s proven technology and business processes. Our Philippines-based call centers are led by an experienced “local” management team with 200 years of collective experience in call center management.

Awards

  • Over 5 years experience in managing an investment service Customer Care program which has won the J.D. Power and Associates Award in quality service in 2006, 2007 and 2008 (local and international)
  • Awarded Best Recruiting Facility (2006) by Philippine Architectural Association

Certifications

  • ISO 9001:2000 Quality Systems Certified Company

Learn More about Our Philippines Call Center Solutions – Contact PRC Today

PRC offers a wide range of contact center services from our Philippines locations, customizable to fit your unique needs. For more information on how we can help you maximize the value of your customer relationships, please contact us at 888-CALL-PRC (888-225-5772).