Location, Location, Location
When you make the decision to outsource your customer interaction requirements, you will need to consider whether to outsource onshore, offshore or employ a combination of both.
Stellar’s extensive coverage of Australia, UK, USA, Canada and the Philippines means we can meet all of your onshore, offshore or hybrid outsourcing solution needs.
Offshore outsourcing
Stellar’s offshore outsourcing solutions in the Philippines give you the ability to reduce your operating costs by up to 50% or more, while gaining access to a highly educated and dedicated workforce.
Pressure to reduce costs
Many businesses are seeking to reduce the impact of intensified competition and increasing labour costs on profit margins. You can gain significant and immediate cost savings by outsourcing some or all of your operations offshore, while continuing to maintain high standards of quality and customer satisfaction.
Labour shortages
The pressure of labour shortages in domestic employment markets is making it harder to attract and retain skilled, motivated staff. Capital city locations offer an abundance of choice and experience high levels of attrition, while regional locations are becoming increasingly saturated. Offshore outsourcing can offset these challenges by giving you access to a large pool of highly skilled and professional workers.
Choosing the right offshore location
There are a host of variables to take into account when choosing the ideal offshore outsourcing location, including costs, culture, infrastructure, time zones, and political and environmental issues among others.
The Philippines has emerged as the ideal offshore outsourcing destination as a result of:
- A highly westernised, service orientated culture
- Highly competitive labour costs
- English speaking capability, clarity and accent neutrality (third largest English speaking nation in the world)
- Ample supply of highly skilled labour (workforce of 36 million, 8.7% unemployment rate and over 300,000 students graduating from universities each year)
- High quality telecommunications infrastructure
- Strength of Government investment and support for call centre operations
- Lower attrition rates in comparison to India and other emerging offshore destinations
Offshore outsourcing strategies
If you decide to adopt offshore outsourcing, there are a variety of strategies that you can employ, such as:
- Outsourcing a functional area (such as technical support) while retaining your customer service onshore
- Outsourcing back office processing offshore while retaining higher value customer interactions onshore
- End-to-end outsourcing onshore, with a gradual transfer of call volumes offshore
- Overflowing peak call volumes from your in-house call centre to an offshore operation
- Benchmarking internal performance against an offshore centre that manages a percentage of your total call volume
Stellar will explore the most suitable offshore outsourcing strategies and tailor a solution based on your individual business needs and objectives.
Onshore management for your offshore solution
When you partner with Stellar for your offshore outsourcing needs, you benefit from the support of a locally based management team who are responsible for ensuring our offshore solution meets your service expectations.
State-of-the-art offshore facilities
Locating your service offshore does not mean we compromise on quality. Our Philippines centre is strategically located in Cubao, at the centre of Metro Manila and the CBD of Quezon City. The modern 1400-seat call centre is fully equipped with the latest call centre and business process outsourcing technology.
The centre boasts an impressive array of staff amenities including a dedicated recruitment and training centre, kitchen and dining rooms, an Internet café and sleeping quarters. Excellent transport infrastructure provides easy access to both residential areas as well as the airport. Stellar staff also enjoy the convenience of being surrounded by a number of large commercial malls for shopping and eating out.
