How Do Outsourced Call Centers Do Quality Control?

To ensure that the services provided by outsourced call centers meet clients’ expectations, these centers implement quality control. One way they do this is by making sure that employees are trained in all aspects of customer service, including new products or services. Another method is to conduct regular quality audits. Let’s take a look at some of the ways they do it.

  • Establishing Clear Metrics. To evaluate the quality of their customer service, many call centers rely on Key Performance Indicators, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT). These metrics offer an objective measurement of performance and help identify areas that require improvement.
  • Regular Training of Customer Service Representatives. To maintain quality control, call centers invest significantly in training their customer service representatives (CSRs). The training includes not just handling calls efficiently, but also managing difficult customers, resolving complaints, and enhancing communication skills. The training also helps CSRs keep up with the latest trends in customer service practices and client specifications.
  • Use of Advanced Call Center Technologies. To maximize an effective call center monitoring they use advanced technologies to maximize efficiency and ensure quality control. The most common of these technologies are voice-response systems and the routing of calls based on caller ID, which help to streamline operations and ensure that customer issues are resolved quickly and effectively.
  • Regular Audits and Performance Monitoring. Outsourced call centers regularly audit the performance of their customer service representatives. They generally have a team dedicated to quality assurance whose members listen to recorded calls, review CSRs’ performance against established KPIs, identify any breaches in call handling protocols and devise action plans for improvement.
  • Feedback Collection and Implementation. Customer feedback is an important part of quality control because it provides first-hand insights into how customers perceive the service. Surveys allow call centers to identify their strengths and weaknesses, which are then used to make necessary adjustments to optimize the service quality.
  • Implementing a Strong Governance Framework. To ensure that the call center monitoring meets client expectations and industry standards, it is important to have a robust governance structure. This structure defines operating principles, performance metrics, roles & responsibilities, and escalation mechanisms.

To ensure that they deliver high-quality customer service, meet their clients’ needs, and remain competitive in the rapidly evolving BPO industry, outsourced call centers should institute a strong governance framework. This includes establishing clear performance metrics and conducting performance audits, as well as collecting and implementing customer feedback. Other measures include regular training of staff and using advanced technologies.

Why Are So Many Outsourced Call Centers in The Philippines?

In recent decades, the Philippines has positioned itself as one of the leading destinations for call center outsourcing. But why is this Southeast Asian country such a hotspot for outsourced call centers?

Employees man the phones at a call centre in Manila, Philippines, 28 August, 2012.

Here are some reasons that make it a top choice for business outsourcing needs:

  • Proficiency in English. The Philippines, as a former American colony, adopted English as one of their official languages. As a result, the country has a high English literacy rate, with many locals speaking it fluently and with neutral accents. This enables effective communication with customers from English-speaking countries, making it a preferred destination for companies seeking to outsource services like customer support.
  • Cost-Effective Labor. Outsourced call centers in the Philippines offer significant cost savings for companies. The cost of living in the Philippines is relatively lower than in Western countries, leading to lower wage requirements, and therefore, companies can benefit from cost-effective labor without compromising the quality of service.
  • Highly-Educated Workforce. The Philippines has one of the highest literacy rates in Asia, with a significant percentage of its population being college graduates. This well-educated workforce is suited to work in the BPO industry and has proven to be an asset to its growth.
  • Customer Service Oriented Culture. Filipinos are known for their hospitable and accommodating nature. They value respect and politeness, traits that make them excellent customer service representatives. As a result, many companies choose to outsource their call centers to the Philippines.
  • Government Support. The Philippine government, recognizing the importance of business process outsourcing (BPO) to the country’s gross domestic product (GDP) growth, has implemented various initiatives to support this industry. These include providing BPO worker training, improving infrastructure to attract more foreign companies to set up call centers in the country and encouraging more entrepreneurs to engage in this field.
  • Time Zone Advantage. The Philippines’ location, in the middle of Asia and at the western edge of the Pacific Ocean, provides a strategic advantage for 24/7 call center operations. The country is well-positioned to cater to customers from different time zones effectively, providing round-the-clock support without needing rotational shifts.

The Philippines offers a number of advantages for businesses seeking to outsource their call centers, including a large population of fluent English speakers, low labor costs, and a high percentage of the population with an advanced education. These factors not only allow businesses to cut costs but also ensure high-quality customer interactions–a winning proposition for any organization.