With a massive workforce of over 1.3 million customer support agents and more than 700 call centers in the Philippines, there’s no question why a lot of international online retail brands have been recognizing the opportunities offered by the country.
To help you choose which company to work with, we listed the top 10 call centers in the Philippines based on their Google ratings, ranked in no particular order. Let’s go through each one in the following sections.
The History of Call Centers in the Philippines
The call center industry in the Philippines first emerged in the late 1990s. Since then, it has been a significant part of the country's business process outsourcing (BPO) industry.
Fueled by a large, English-speaking workforce, cultural alignment with Western countries, and competitive labor costs, the Philippines quickly became a global hotspot for call centers. Over the years, the call center field has expanded dramatically, contributing significantly to the nation's economic growth and becoming a key employer for a diverse range of skills and educational backgrounds.
Top 10 Call Centers in the Philippines
There are several call centers in the Philippines, but there are 10 main companies that stand out
1. Sutherland Global Services
Sutherland Global Services offers a comprehensive suite of customer interaction services designed to enhance customer engagement and improve business outcomes. Their call center services focus on delivering exceptional customer experiences across various channels. Here are the key features of their call center services
Omnichannel Support
Sutherland provides support across multiple channels, including voice, chat, email, social media, and more. This ensures a seamless and consistent customer experience, regardless of the channel.
Data-Driven Insights
By leveraging data analytics, Sutherland offers insights that help in understanding customer needs and preferences better, enabling more personalized interactions.
Global Reach with Local Expertise
Their global presence enables them to offer support in multiple languages and understand local market nuances, making their services more effective.
Scalable Solutions
The services are designed to be scalable, allowing businesses to adjust the level of support based on demand.
Specialized Training
Sutherland invests in thorough training programs for their agents, ensuring high-quality customer service and support.
Technology Integration
Their services integrate advanced technologies like AI and machine learning to streamline processes and enhance customer interactions.
2. Concentrix
Concentrix, a global leader in customer experience solutions and technology, offers a comprehensive CX Strategy designed to enhance customer engagement and drive business growth. Their approach to customer experience (CX) strategy revolves around several key components, including the following.
Customer Journey Mapping
Concentrix focuses on understanding the customer journey to identify critical touchpoints and opportunities for enhancing the customer experience.
Omnichannel Strategy
They emphasize the importance of a cohesive experience across all channels, ensuring that customers receive consistent and effective service whether they interact online, over the phone, or through other channels.
Personalization
Concentrix uses data and analytics to tailor experiences to individual customer needs and preferences, aiming to make each interaction as relevant and engaging as possible.
Innovation and Technology
Leveraging the latest in technology, including AI and machine learning, Concentrix aims to constantly innovate and improve the customer experience.
Employee Experience
Recognizing the link between employee and customer satisfaction, Concentrix also focuses on enhancing the employee experience to ensure motivated and engaged staff.
3. Alorica
Alorica offers a range of customer experience solutions aimed at transforming the way businesses interact with their customers. Their services are designed to cater to the diverse needs of their clients and ensure exceptional customer experiences. Here are some key aspects of their call center services.
Customer Experience Solutions
Alorica specializes in creating customized customer experience strategies that are aligned with the unique needs of each business. This includes everything from customer service to technical support, and sales solutions.
Digital Solutions
Embracing the digital transformation, Alorica provides digital solutions that enhance online customer interactions, including chatbots and other AI-driven technologies.
Global Reach
With a widespread global presence, Alorica offers support in multiple languages and understands the nuances of various local markets.
Data-Driven Insights
Utilizing data analytics, they are able to offer valuable insights that help in understanding and predicting customer behavior, enabling businesses to make informed decisions.
Industry-Specific Solutions
Alorica provides tailored solutions for various industries, ensuring that the unique challenges and requirements of each sector are effectively met.
Workforce Solutions
Recognizing the importance of human resources in delivering quality customer service, Alorica also offers workforce management solutions.
4. Foundever (Formerly “Sitel”)
Sitel, operating under the Foundever™ brand, offers a suite of customer experience (CX) solutions aimed at fostering meaningful customer interactions and driving business growth. Here are some of the key components of their call center services.
Comprehensive Customer Experience Solutions
Sitel provides a range of CX services including customer support, sales, technical support, and social media management. They focus on creating a seamless and positive experience across all customer touchpoints.
Omnichannel Approach
Their services are designed to deliver a consistent and integrated experience across various communication channels like voice, email, chat, and social media.
Data-Driven Strategies
Leveraging advanced data analytics, Sitel offers insights to understand customer behavior and preferences, enabling businesses to tailor their services accordingly.
Global Presence
With operations around the world, Sitel is equipped to handle customer interactions in multiple languages and cultural contexts, ensuring a global reach with local expertise.
Innovative Technology
The integration of cutting-edge technology such as AI and machine learning into their solutions helps enhance efficiency and customer engagement.
Workforce Management
Sitel places a strong emphasis on their human resources, providing training and development to ensure a skilled and motivated workforce.
5. Teleperformance
Teleperformance offers a comprehensive suite of digital customer experience (CX) solutions, enhanced with AI technologies, to provide effective and efficient customer service. Their digital CX services include the following.
Digital Integrated Business Services
This solution integrates human touch with digital efficiency, ensuring a seamless experience across various digital channels.
TP Client
A platform offering omnichannel solutions, enabling businesses to connect with their customers through various mediums like voice, chat, email, and social media.
TP Bot
An AI-powered chatbot that enhances the customer experience by providing instant, automated responses to customer queries. It can also seamlessly transfer complex interactions to human agents.
Social Media & Messaging
Teleperformance provides social media and messaging services to engage customers on platforms where they are most active.
Analytics and Process Optimization
Leveraging data analytics, Teleperformance offers insights that help businesses optimize their customer service processes and strategies.
Cloud Campus
This is a virtual solution that offers flexibility and scalability in managing remote teams, enabling efficient and effective customer service operations from anywhere.
6. TTEC
TTEC (formerly known as TeleTech) offers a broad range of customer experience and contact center services designed to enhance customer engagement and business outcomes. Their services focus on integrating technology and human expertise to deliver seamless customer interactions. Here are some of the things they offer.
Customer Service and Support
TTEC provides end-to-end customer service solutions, handling everything from basic inquiries to complex issues across various channels.
Sales and Marketing Services
They offer sales and marketing solutions that are designed to increase customer acquisition, retention, and growth.
Consulting and Analytics
TTEC utilizes analytics and consulting expertise to help businesses understand customer behaviors and preferences, thereby optimizing their customer engagement strategies.
Technology Solutions
Incorporating advanced technologies, TTEC offers solutions such as omnichannel platforms, AI, and automation tools, to enhance customer interaction and operational efficiency.
Employee Engagement and Workforce Optimization
Recognizing the importance of a skilled and engaged workforce, TTEC provides solutions for workforce training, management, and optimization.
Healthcare Solutions
TTEC also offers specialized services for the healthcare industry, ensuring compliance and high-quality customer interactions.
7. Sourcefit
Sourcefit specializes in providing customized outsourcing solutions, including customer support services. Their customer support services are tailored to meet the specific needs of businesses across various industries. Below are the key features of Sourcefits’ call center services.
Customized Support Solutions
Sourcefit focuses on understanding each client's unique requirements to deliver tailored customer support services.
Multi-Channel Support
They offer support across various channels, including phone, email, chat, and social media, ensuring a seamless experience for customers.
Experienced Agents
Sourcefit employs experienced customer support agents who are trained to handle a wide range of customer queries and issues effectively.
Scalable Operations
Their services are scalable, allowing businesses to adjust their level of support based on fluctuating demands and growth.
Cost-Effective Solutions
Sourcefit aims to provide high-quality customer support services at competitive rates, helping businesses manage costs without compromising on service quality.
Focus on Customer Satisfaction
Their approach is centered on enhancing customer satisfaction, which is crucial for building customer loyalty and improving business outcomes.
8. VXI Global Solutions
VXI Global Solutions offers a comprehensive suite of customer experience and care solutions, designed to enhance customer interactions and drive business growth. Their customer experience care services are focused on several key areas, specifically the ones below.
Omnichannel Support
VXI provides support across multiple channels, ensuring a consistent and seamless customer experience whether through voice, chat, email, or social media.
Customer Care and Support
They offer a range of customer support services, from basic inquiry handling to more complex issue resolution.
Quality Assurance
VXI places a strong emphasis on the quality of customer interactions, employing rigorous quality assurance processes to ensure high standards are met.
Data-Driven Insights
Utilizing advanced analytics, VXI delivers insights that help businesses understand customer needs and improve service delivery.
Global Scalability
With a global presence, VXI can scale operations to meet the demands of businesses of all sizes, across various regions.
Technology Integration
They incorporate modern technologies such as AI and machine learning to enhance efficiency and customer engagement.
9. ManilaPros
ManilaPros’s call center services revolve around providing the best customer care for retail businesses. They offer dedicated customer service solutions that are designed to meet the specific needs of businesses seeking outsourced support. Their customer care plan includes the following key features.
Customizable Support
They provide customer support services that can be tailored to fit the unique requirements of different businesses, ensuring a personalized approach to customer care.
Vetted Pros
ManilaPros will provide you with vetted customer care professionals who went through specialized on-brand training, making them capable of handling a wide range of customer queries and concerns while still being able to showcase your brand’s voice and values.
Multichannel Support
Their services are not limited to just voice calls; they also extend to email, chat, and other digital communication channels, offering an omnichannel experience to customers.
Managed Operations
ManilaPros aims to ensure that your call center stays at the top of its performance by managing your customer care operations for you. This is crucial in quality assurance, also letting you focus on your core business operations.
Data-Driven Insights
ManilaPros provides valuable data-driven insights and feedback to help your business understand its current state and potential needs and improvements.
10. KDCI
KDCI builds a call center team for businesses looking to build an extension of their customer service in the Philippines. They focus on delivering high-quality and efficient customer service by offering all-around solutions custom for the business’ call center needs. Here are the features you can expect from their call center services.
Vetted Agents Trained for Your Brand
KDCI ensures that your call center team can provide customer service according to your brand’s voice, values, and goals by providing on-brand training to customer support agents. The process starts with a call with KDCI to talk about your call center needs.
From there, their recruitment powerhouse will take care of finding, screening, interviewing, and hiring the right people. They will train the agents who passed the hiring process based on your brand’s training manual.
Custom Call Center Team With Certified Customer Service Agents
KDCI provides custom call center solutions based on your needs. You can deploy as many offshore customer service agents as you need for whatever channel (email, live chat, phone). These agents are already certified, which means they have passed assessments to ensure that they can provide the level and quality of customer service you need.
Continuous Improvement Through Managed Operations
KDCI’s call center solutions don’t end with providing you with a customer support team. They will also manage your customer service operations for you for more efficient quality assurance. You will also get a dedicated account manager who will gather relevant customer service insights and data to give your business an overview of the necessary improvements.
Build an Extension of Your Call Center Team in the Philippines
To successfully outsource your customer service needs to the Philippines, choose a call center company that understands your needs and knows what steps to take to bring you closer to your business goals.
At KDCI, we will build you a team of call center agents based on your unique requirements. We will thoroughly vet and train your agents for your brand, integrate them into your environment, and manage your customer service with you. Whether you need one agent or a full offshore team, KDCI has got you covered.
Learn more about how we will build your offshore customer service team! Click the button below to get started.
