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Small and medium enterprises (SMEs) face the challenge of delivering exceptional customer service while managing resources efficiently. This is where customer service outsourcing companies come into play, offering specialized support to enhance customer experience and streamline operations.
In this article, we’ll delve into the best customer service outsourcing companies tailored for SMEs. We included options that not only fit your budget but also align with your business values, ensuring that your customer support is nothing short of excellent.
The first customer service outsourcing company on our list is KDCI Outsourcing. Founded in 2011 and based in Ortigas, Pasig, Philippines, they specialize in offering customized outsourcing solutions, particularly in building offshore teams in areas of customer service, web and graphic design, digital marketing, and many more.
Key features of their outsourced customer service include a team of experienced customer service specialists vetted and trained for your brand, streamlined customer service operations, as well as managed operations with regular reporting and feedback.
For small to medium enterprises, KDCI will be a good choice due to the customizable nature of their service.
Not to mention, they’ve worked with companies from various industries and have a track record of going beyond offering a service, helping their partners streamline operations and hit their business goals. Getting this concoction of versatility, specialized expertise, and tailored solutions can give SMEs the support they need to expand capabilities and streamline processes without the need for extensive in-house teams and additional resources.
BPO Hive specializes in providing outsourced customer service, particularly to skilled professionals from Egypt, for roles like sales, customer support, and virtual assistance.
The company focuses on providing native-level English speakers to enhance customer interactions. The company stands out for its personalized approach and commitment to connecting businesses with the right talent
Tailoring their services to individual business needs, BPO Hive offers a cost-effective, efficient customer service outsourcing solution for companies, especially small to medium enterprises looking to provide great customer service and scale operations without the high costs of an in-house team.
Founded in 2002 and based in Buford, Georgia, VoiceNation provides live answering services, including virtual receptionist and live chat features, primarily catering to small and medium-sized businesses in sectors like legal, real estate, and healthcare. Their services, available 24/7, include bilingual answering, custom scripting, and outbound calling.
This customer service outsourcing company's combination of skilled agents, advanced technology, and flexible pricing makes them a compelling choice for small to medium businesses who want to start outsourcing customer service, prioritizing reliable call answering and virtual receptionist services.
Enshored is a customer service company specializing in catering to fast-growing and disruptive startups. The company, headquartered in Long Beach, California, with additional offices in Pasig City, Philippines, focuses on providing tailored solutions to meet the unique challenges of rapidly scaling businesses.
Enshored's team, which has been expanding consistently, offers a range of services including customer experience, content moderation, sales and marketing, and back office support.
This customer service company’s approach is particularly adaptable and scalable, making them well-suited for dynamic business environments. Startups and scale-ups who want to outsource customer service can rely on Enshored to provide crucial support during critical growth phases.
Solvo Global, founded in 2014 and headquartered in The Woodlands, Texas, specializes in providing voice services and various back-office services. They offer customer service outsourcing, which aims to elevate client relations through top-tier customer support and client relations professionals.
The company’s services are designed to improve customer satisfaction and loyalty, an aspect crucial for businesses aiming for long-term success. This strategic approach to customer service, combined with a focus on quality talent and cost-effectiveness, makes Solvo Global an appealing choice for small to medium enterprises.
Veta Virtual, established in 2020 and headquartered in Toronto, Canada, is a little different from other customer service outsourcing companies. They specialize in providing virtual receptionist and assistant services.
The company offers a range of services including technical support, inbound and outbound calls, call screening and forwarding, appointment scheduling, and voicemail box management. Their approach is tailored to individual business needs, allowing clients to choose services that best fit their requirements.
Veta Virtual's key advantage lies in its cost-efficiency, allowing businesses to pay only for needed services, which is especially beneficial for budget-conscious small to medium-sized enterprises (SMEs). Additionally, their scalable services adapt to a business's growth, offering increased support as the company expands.
Moneypenny, established in 2000 and based in Duluth, Georgia, is a customer support outsourcing company that specializes in call answering and managed live chat services. The company's services include virtual receptionist services, managed live chat, and contact center teams, all designed to ensure seamless customer management around the clock.
The company's scalable services, tailored to SMEs' customer service needs and emphasis on real human interactions over automation, make it an appealing choice for those seeking to boost their customer service experience affordably without the expense of in-house staffing.
AnswerForce, established in 2003 and headquartered in Portland, Oregon, is a prominent provider of call answering services.
A key feature of AnswerForce is their distributed customer service model, which ensures quick and efficient handling of calls by friendly agents spread across different locations. This model not only accommodates fluctuating call volumes but also provides business continuity in various situations.
For small to medium enterprises (SMEs), AnswerForce's services are particularly beneficial due to their flexibility and cost-effectiveness. Their scalable solutions, capable of accommodating varying call volumes while still meeting customer expectations, make them an ideal partner for growing businesses.
24H Virtual is a voice and customer service agency based in Toronto, Canada, specializing in voice services for small and mid-market companies. They are one of the customer service companies that offer a range of services such as virtual receptionist, live chat support, and auto receptionist, ensuring 24/7 customer support.
The company stands out for its use of virtual intelligence to manage customer interactions effectively. This includes reducing employee overheads and ensuring each potential client receives appropriate service.
24H Virtual’s services are designed to be cost-effective, efficient, and scalable, making them a suitable choice for small to medium enterprises (SMEs) looking to improve efficiency and customer satisfaction.
The last customer service outsourcing company on our list is Helpware. They were established in 2015 in Lexington, Kentucky, and they specialize in business process outsourcing (BPO) services, with additional offices in Germany, Mexico, the Philippines, and Ukraine.
Helpware provides customer support via phone, chat, email, in-app, and social media, alongside technical and back-office support services including content moderation and data entry.
For small to medium enterprises, partnering with a company like Helpware can offer significant benefits. Their ability to provide high-quality, tailored services, coupled with their global reach and expertise in both customer support and back-office functions, makes them a viable option for businesses looking to outsource these aspects effectively.
There are a lot of customer service outsourcing companies in the world, and as an SME, you may find it difficult to find a customer service outsourcing company that can understand and meet your needs without going over your budget.
With KDCI, we understand the unique requirements of SMEs and tailor our customer service to your needs. Tell us your business goals and we’ll build you a team of customer service agents who are vetted, trained, and certified for your brand.
Delight your customers with the best offshore customer service team in the Philippines. Visit KDCI.co to learn more.
The difference between a good website and an amazing one is impeccable web design. This means that more than just having aesthetically pleasing visuals, you’re also considering the user experience and how they would best find value from the website.
All companies want an amazing and responsive website, but the problem here is finding reliable web design development companies that can deliver the quality you expect while still being cost-effective. This is why brands choose to outsource web design projects to web design companies in countries like the Philippines, where operations costs are significantly lower.
To help you find the right web development agency to handle your web design, we’ve compiled a list of the top 10 web design companies in the Philippines based on their existing client reviews and reputation in the industry.
KDCI is an outsourcing company with a proven track record of providing outstanding web design to global brands in various industries for over 13 years. They specialize in building customized web design solutions and are known for building great websites that are tailored to their client’s unique needs and requirements.
As the best web design company, KDCI offers versatile and comprehensive website development and design solutions, including UX/UI design, e-commerce websites, and corporate portals. Their approach to design involves extensive collaboration to understand your needs, planning and wireframes, design for development, and optimization for superior search engine optimization (SEO).
With the company’s focus on user experience, brand consistency, and conversion optimization, KDCI is an excellent choice for businesses requiring customizable solutions with the options for project-based contracts, retainers, or building their offshore web design and web developer team.
Miyens — renowned for its expertise in web development — excels in delivering customized web development services that address the diverse needs of its clients. This web development agency emphasizes creating user-friendly and visually striking designs that not only captivate users but also drive engagement and conversions.
The innovative approach of this website development company integrates creativity with cutting-edge technology. This is evident in their portfolio, which showcases a wide range of web design services. Additionally, this web design company also extends its proficiency to interactive solutions and digital online marketing, further enhancing its offering to clients looking for comprehensive digital strategies.
Startups, small to medium-sized businesses, e-commerce platforms, and companies seeking to establish or enhance their digital presence would greatly benefit from outsourcing web design and web development services to Miyens. Their ability to create customized, user-friendly, and visually appealing web designs is particularly advantageous for businesses looking to stand out in a competitive online marketplace.
i-Build.PH is a web development company that excels in creating websites that are not only robust and scalable but also finely tuned for SEO. The expertise of this Philippine web development company extends to crafting responsive web designs that merge aesthetic appeal with practical functionality. This approach ensures that the client's business website is visually engaging and optimized for a superior user experience.
Additionally, the company’s integration of SEO practices in web development positions their clients' websites for better online visibility and reach, making i-Build.PH a top web design agency in the Philippines for businesses looking to strengthen their digital footprint.
Highlighting the company's ability to deliver high-quality web development and SEO services, i-Build.PH is a good web design service provider for businesses that rely on online visibility and search engine rankings, such as e-commerce stores, content-driven platforms, and service providers.
Founded in 2009 and based in Makati, Marvill Web Development is a company grounded in the principle of harnessing the exceptional web development skills of Filipino talent, a resource traditionally sought after by international companies.
Marvill Web Development's portfolio showcases their capability to handle diverse projects across various sectors such as entertainment, education, local government, and private companies. Their services include not just web development, but also CRM, SEO, and integration with microcontrollers. Marvill Web Development’s scope of services showcases their versatility and adaptive approach to the evolving digital landscape.
Marvill Web Development’s versatility, adaptability, and expertise in handling diverse projects make this website development company an ideal choice for businesses across various industries seeking comprehensive web design solutions.
ROC.PH — a digital marketing agency from General Trias, Cavite — offers a comprehensive approach to customized website creation and marketing. This website development service provider specializes in crafting visually striking and functional websites, with a strong focus on optimizing for conversions.
This company’s web development services are particularly beneficial for startups and SMEs, as they balance aesthetics with usability, ensuring a smooth user experience. In addition to web development and graphic design, this digital marketing service provider offers extensive online marketing services, including social media marketing. This holistic strategy in digital marketing helps in building strong relationships between brands and their clients.
Some of the highlights of ROC.PH’s web design services include managed services and integration of social media applications. Businesses seeking top-tier and innovative web design services should turn to ROC.PH as their preferred partner.
DatastiQ, launched in 2018, is a Quezon City-based web design company. They provide a range of services, including web design, content marketing, graphic design, and logo creation. The website design company targets their services primarily toward small businesses, demonstrating a specialized approach in their field.
DatastiQ merges the world of data science with web development. Their unique approach involves using data-driven insights to inform their web design choices, resulting in highly effective and user-centric websites. Apart from design, this web design company also offers hosting services and features like uptime guarantee and daily backups.
This website development company is a good choice for businesses in search of exceptional web design solutions backed by data-driven insights and expertise. DataStiQ excels in creating websites that are visually appealing and optimized for performance and user engagement, making them an excellent choice for businesses that prioritize data-backed design decisions.
Infinity Web Solutions — based in Batangas — is distinguished by its commitment to delivering high-quality yet affordable web design services. They excel in creating websites that are not only visually attractive but also robust in functionality. This makes them particularly suitable for small and medium-sized businesses seeking to enhance their online presence.
Their client-focused approach means they customize each project to align with the specific needs and goals of their clients. This results in a distinctive and effective online identity for each business they work with. Infinity Web Solutions' expertise in balancing aesthetic appeal with practical functionality makes them a valuable ally for businesses aiming to strengthen their digital footprint. Some of the features of Infinity Web Solutions’ web design services include domain setup, email marketing integration, and lead generation.
Businesses seeking reliable and cost-effective web design solutions should consider Infinity Web Solutions as their trusted partner. With a strong track record in delivering high-quality web designs, Infinity Web Solutions offers a budget-friendly option for startups, small businesses, and cost-conscious enterprises.
Soda85 Digital — a creative agency specializing in web design, digital marketing, and branding — has a rich background in offering innovative digital solutions. They have built a strong reputation for their expert team of Filipino developers and designers — who work collaboratively to craft visually stunning, user-friendly, and SEO-optimized websites.
This web design company focuses on creating unique online experiences that embody a brand's identity, ensuring each website resonates with its intended audience. Their history is marked by a commitment to delivering distinctive and memorable web presences for a diverse range of clients. Some of the highlights of Soda85 Digital’s services include SEO, mobile setup, and website strategy formulation.
For businesses seeking cutting-edge web design solutions that prioritize modern aesthetics and functionality, Soda85 Digital is the ideal choice. Soda85 Digital excels in crafting visually striking and highly responsive websites, making this web development agency a preferred partner for businesses that value a strong online presence.
TheCamel Digital Experts, Inc. specializes in offering comprehensive digital solutions, particularly in the field of innovative web design and development. Their expertise is showcased in creating custom websites that are visually attractive and highly functional.
The company serves a wide range of clients, offering scalable and flexible web solutions designed to enhance businesses' online presence and growth. Their approach is tailored to meet the specific needs of each client, ensuring a unique and effective digital footprint.
The web design and web development services of TheCamel Digital Experts, Inc. include features like API integrations, custom widgets, and SEO. They deliver tailor-made website design services that cater to each client’s unique needs, making them an excellent choice for businesses that value customization.
Known for its custom web design services, Starfish Web Design excels in creating unique and user-friendly websites. The team behind this web design service provider blends creativity with technical expertise, focusing on aesthetically pleasing and functionally robust designs.
The company prioritizes understanding a client’s business objectives, which guides their process in crafting websites that truly represent the brand's essence. This customer-oriented approach ensures the delivery of personalized and effective web design service solutions.
Some of the features included in Starfish Web Design’s web design solutions include web hosting, premium templates, and a warranty. Businesses seeking a trusted partner for web design should choose them because of their exceptional expertise and dedication to creating user-centric websites.
The secret to mastering how to outsource web design in the Philippines is partnering with the top website design companies that can understand your needs and unique requirements and provide you with the solution you need.
At KDCI, we specialize in building custom outsourcing solutions that are based on an in-depth understanding of your brand. We’re also experts at building you a team of web designers who are vetted, trained, and can easily adapt to your needs. Whether you’re looking to outsource one project or you’re in need of one designer or a full offshore web design and web developer team, you can trust KDCI to deliver the results and exceed your expectations.
KDCI can help with your web design. Contact us now!
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 plenty of international online retail brands have been recognizing the opportunities offered by the country’s call center industry.
To help you choose which Philippine call center 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 call center industry in the Philippines first emerged when Frank Holz founded the first call center company in 1992. Three years later, in 1995, the Special Economic Zone Act was passed by the Philippine Congress — which underscored the establishment of the Philippine Economic Zone Authority (PEZA). Since then, it has been a significant part of the country's 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 outsourcing 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 — thus becoming the world’s call center capital.Philippines
There are several call centers in the Philippines, but there are 10 main companies that stand out
Although there are hundreds of BPO companies and call centers in the Philippines, only the following Filipino call centers have made the cut.
Based in Pasig City, Metro Manila, 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 tailored solutions for every business’s call center needs. Here are the features you can expect from their call center services:
KDCI ensures that your call center team can provide digital customer service support 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 find, screen, interview, and hire the right call center agent. They will train the agents who passed the hiring process based on your brand’s training manual.
With KDCI’s personalized call center solutions, you can deploy as many offshore customer service agents as you need for whatever channel — be it email, live chat, or phone. These agents are already certified, which means they have passed assessments to ensure they can provide the level and quality of customer service you need.
KDCI’s call center operations don’t end with providing you with a reliable call center agent support team. They will also manage your customer service operations 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.
One of the best call centers in Taguig, Philippines, 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:
Sutherland Global Services provides support across multiple channels, including voice, chat, email, and many more. This ensures a seamless and consistent customer experience, regardless of the channel.
By leveraging data analytics, Sutherland offers insights that help gain better insights into customers’ needs and preferences, enabling more personalized interactions.
This Taguig-based call center company offers support in multiple languages. Their global presence also enables them to understand local market nuances, making their services more effective.
The outsourcing call center services of Sutherland Global Services are designed to be scalable, allowing businesses to adjust their level of support based on demand.
Sutherland Global Services invests in thorough training programs for their agents, ensuring high-quality customer service and support.
The call center company integrates advanced technologies like AI and machine learning to streamline processes and enhance customer interactions.
Concentrix, a global leader in customer experience solutions and technology, offers a comprehensive customer experience (CX) Strategy designed to enhance customer engagement and drive business growth. Their approach to CX strategy revolves around several key components, including the following:
Concentrix’s call center operations focus on understanding the customer journey to identify critical touchpoints and opportunities for enhancing the customer experience.
This call center service company emphasizes 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.
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.
By leveraging the latest technologies, Concentrix aims to constantly innovate and improve the customer experience.
Recognizing the link between employee and customer satisfaction, Concentrix also focuses on enhancing the employee experience to ensure their Filipino call center agents stay motivated and engaged.
Alorica offers a range of customer experience solutions aimed at transforming the way businesses interact with their customers. Their call center operations 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:
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.
Embracing the digital transformation, Alorica provides digital solutions that enhance online customer interactions, including chatbots and other AI-driven technologies.
With a widespread global presence, Alorica offers multi-language support and understands the nuances of various local markets.
Utilizing data analytics, they offer valuable insights to help understand and predict customer behavior, enabling businesses to make informed decisions.
Alorica provides tailored solutions for various industries, ensuring the unique challenges and requirements of different sectors are effectively met.
Recognizing the importance of human resources in delivering quality customer service, Alorica also offers workforce management solutions.
A product of the Sitel and Sykes Enterprises merger, Foundever offers a suite of customer experience solutions aimed at fostering meaningful customer interactions and driving business growth. Here are some of the key components of their outsourcing call center services.
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.
Their services are designed to deliver a consistent and integrated experience across various communication channels, such as voice, email, chat, and social media.
Leveraging advanced data analytics, this call center outsourcing company offers insights to understand customer behavior and preferences, enabling businesses to tailor their services accordingly.
With operations around the world, this call center outsourcing company is equipped to handle customer interactions in multiple languages and cultural contexts, ensuring a global reach with local expertise.
The integration of AI and other cutting-edge technologies into their solutions helps enhance efficiency and customer engagement.
Foundever places a strong emphasis on their human resources, providing training and development to ensure a skilled and motivated workforce.
Teleperformance offers a host comprehensive suite of digital customer experience solutions, enhanced with AI technologies, to provide effective and efficient customer service. Their digital CX services include the following.
Based in the cloud and powered by AI, Teleperformance’s TP Microservices features scalable Customer Experience Management (CEM) solutions that summarize text, create content, determine intent, and many more.
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.
This call center outsourcing company provides social media and messaging services to engage customers on platforms where they are most active.
Leveraging data analytics, Teleperformance offers insights that help businesses optimize their customer service processes and strategies.
This is a virtual solution that offers flexibility and scalability in managing remote teams, enabling efficient and effective customer service operations from anywhere.
Previously named TeleTech, TTEC 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:
This Philippine call center company provides end-to-end customer service solutions, handling everything from basic inquiries to complex issues across various channels.
They offer sales and marketing solutions that help increase customer acquisition, retention, and growth.
TTEC utilizes analytics and consulting expertise to help businesses understand customer behaviors and preferences and optimize their customer engagement strategies.
Incorporating advanced technologies, the Philippine call center company offers solutions such as omnichannel platforms, AI, and automation tools, to enhance customer interaction and operational efficiency.
Recognizing the importance of a skilled and engaged workforce, TTEC provides solutions for workforce training, management, and optimization.
TTEC also offers specialized customer services for the healthcare industry, ensuring compliance and high-quality customer interactions.
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:
Like other BPO companies, Sourcefit focuses on understanding each client's unique requirements to deliver tailored customer support services.
They offer support across various channels, including phone, email, chat, and social media, ensuring a seamless experience for customers.
Sourcefit employs experienced Filipino call center agents who are trained to handle a wide range of customer queries and issues effectively.
Their services are scalable, allowing businesses to adjust their level of support based on fluctuating demands and growth.
Sourcefit aims to provide high-quality customer support services at competitive rates, helping businesses manage costs without compromising the quality of service.
Their approach is centered on enhancing customer satisfaction, which is crucial for building customer loyalty and improving business outcomes.
VXI Global Solutions, or VXI, 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:
VXI provides support across multiple channels, ensuring a consistent and seamless customer experience whether through voice, chat, email, or social media.
They offer a range of customer support services, from basic inquiry handling to more complex issue resolution.
VXI places a strong emphasis on high-quality customer interactions, employing rigorous quality assurance processes to ensure high standards are met.
Utilizing advanced analytics, VXI delivers insights that help businesses understand customer needs and improve service delivery.
With a global presence, VXI can scale operations to meet the demands of businesses of all sizes across various regions.
This Philippine call center incorporates AI and machine learning to enhance efficiency and customer engagement.
ManilaPros’ 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:
They provide customer support services that can be tailored to fit the unique requirements of different businesses, ensuring a personalized approach to customer care.
ManilaPros will provide you with professional Filipino call center agents who went through specialized on-brand training, making them capable of handling a wide range of customer inquiries and concerns while still being able to showcase your brand’s voice and values.
Their services are not limited to voice calls; they also extend to email, chat, and other digital communication channels, offering an omnichannel experience to customers.
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, so you can focus on your core business operations.
ManilaPros provides valuable data-driven insights and feedback to help your business understand its current state and potential needs and improvements.
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 competent call center agent team 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, and whether you opt for call centers in Cebu Philippines or call centers in Manila Philippines, KDCI has got you covered.
Learn more about how we will build your offshore customer service team. Contact us today!
Delivering the best customer experience possible requires a highly capable customer service team. This team should have a mastery of not only your brand but also the market you’re in.
But with thousands of agents to choose from, selecting the right people for your team can be incredibly challenging. That’s why most successful brands choose to work with reliable agencies like KDCI to help build and manage their customer service team for the best results.
Key Discovery Consulting, Inc. (KDCI), established in 2011 in Pasig, Philippines by seasoned executives, stands out for its exceptional customer service. With over 20 years of experience, the company excels in delivering tailored customer support solutions, setting a high standard in the outsourcing industry. Alongside their customer service expertise, KDCI offers creative design, back office support, web development, Ecommerce support, and digital marketing services.
Serving industries like Ecommerce, retail, real estate, health, food, technology, and finance, KDCI's primary aim is to enhance business efficiency, particularly through superior customer interactions. Their mission and vision are focused on continuous improvement, driving companies forward with exceptional teams, and placing a significant emphasis on the quality of customer service.
Building an effective customer service team is crucial for any growing business, especially for small to medium-sized companies. Here are the common challenges that may make it difficult for the company.
As a business grows, so does the volume of customer inquiries and issues. Scaling customer service operations to keep up with this increase is a significant challenge. Apart from requiring additional agents, it also involves the need to ensure that the infrastructure, processes, and resources are in place to handle a larger workload without compromising service quality.
This scaling must be efficient and flexible, allowing for adjustments during peak seasons or unexpected surges in customer queries. The key is to grow the team in a way that aligns with the company's evolving needs while maintaining a high level of customer satisfaction.
Another major challenge is recruiting and training customer service agents who are not only skilled but also align with the brand's values and approach. It's essential to have a specialized on-brand training program that equips agents with the necessary knowledge about the company's products, services, and customer service protocols.
Companies also need to ensure that agents know beyond the technical know-how, and are trained in soft skills like empathy, patience, and effective communication. Developing these skills is crucial for ensuring that customer interactions are handled professionally and positively, reflecting well on the brand.
Maintaining a consistent level of service quality as the team expands can be daunting. Consistency in customer service is vital for building trust and loyalty among customers. This means every customer interaction, regardless of which agent handles it, should meet certain standards of quality and professionalism.
Achieving this requires regular training, performance monitoring, and feedback mechanisms. Additionally, it's important to implement standard operating procedures and service level agreements (SLAs) to ensure that all team members are on the same page regarding how customer interactions should be managed.
KDCI Outsourcing has developed a comprehensive approach to assembling a customer service team that not only meets but exceeds the expectations of small to medium-sized companies. Here are the strategies we use to achieve this.
At KDCI, we understand that each business has unique needs and challenges. Our first step is to engage closely with our clients to understand their brand, customer base, and specific customer service requirements.
This deep dive allows us to tailor our services specifically to each client, ensuring that the customer service team we build for them aligns perfectly with their business objectives and brand values. Whether it's handling high-volume inquiries or providing specialized support, our customized approach ensures that all client needs are met with precision.
We take pride in our robust recruitment process. With the help of KDCI’s recruitment powerhouse, we can tap into a vast pool of talented customer service professionals and take care of finding, screening, and vetting the right talents. Our vetting process is rigorous, involving multiple stages of interviews and assessments to ensure that we only hire the best. This thorough approach ensures that our team is not just skilled but also a good fit for the specific requirements and culture of our client's brand.
Our agents receive specialized on-brand training tailored to each client's brand, going beyond basic customer service to encompass in-depth product knowledge, understanding of the brand's tone and communication style, and strategies for creating memorable customer experiences. This ensures seamless, integrated representation of our clients' brands, as if part of their in-house team. Following training, agents undergo a rigorous certification process to evaluate their knowledge and skills, upholding KDCI's high standards for customer service excellence. Only certified agents are assigned to client projects, ensuring top-tier support from vetted professionals.
Our commitment doesn't end with building the team. KDCI provides managed operations to oversee the customer service team in the long run. This includes continuous monitoring, regular feedback sessions, and performance analytics to ensure ongoing improvement and adaptation to changing needs. Our managed operations model ensures that the customer service team remains dynamic, efficient, and always aligned with the client's evolving business objectives.
To build your customer service dream team, work with a trusted customer service outsourcing provider that understands what your business needs.
At KDCI, we’ll build you a team of customer service agents based on your unique requirements. Be it one or several offshore agents, we’ll provide you with customer support professionals who are screened, vetted, trained, and certified for your brand, ensuring that you get high-quality service. If required, we’ll also provide you with a dedicated account manager who can oversee your CS operations for you.
Learn more about how we can build your customer service dream team. Click on the button below to get started.
Balancing creativity, cost, and market relevance in graphic design is something that a lot of online retail brands struggle with. This is why leading brands like Tiffany & Co. and Adidas led to a global solution - outsourcing to the Philippines, a destination emerging as a graphic design hub for online retail brands.
The question is, why do online retail brands outsource graphic design to the Philippines? What are the advantages that this developing country can offer? Let’s answer those questions in this article.
One of the top reasons why online retail brands outsource graphic design work to the Philippines lies in the expertise of Filipino designers in contemporary graphic design techniques. This proficiency enables them to understand and apply design principles that effectively communicate a brand's message and appeal to its target audience.
Filipino designers are trained to craft designs that are not only visually appealing but also strategically aligned with the brand's marketing objectives. This includes an understanding of color theory, typography, layout, and visual hierarchy, all of which are essential in creating designs that attract and retain customer attention.
This is further enhanced by companies like KDCI, who provide on-brand training to their graphic designers. This process involves mastery of the brand’s voice, values, and goals, which help them deliver excellent designs for your brand.
The vibrant creative culture in the Philippines significantly contributes to its appeal as a destination for outsourcing graphic design, especially for online retail brands looking to outsource. This culture fosters an environment where innovation and creativity are not just encouraged but celebrated.
This ability is crucial in the online retail space, which is notoriously crowded and competitive. Brands are constantly vying for consumer attention, and standard, run-of-the-mill designs often fail to make an impact. Filipino designers, with their fresh and unique graphic design perspectives, can provide the creative edge that brands need to stand out.
This unique blend is particularly appealing to online retail brands that aim to appeal to a diverse, international audience. By offering designs that are both universally appealing and distinctively original, Filipino designers help brands carve out their own space in the digital marketplace.
Another reason why brands outsource graphic design to the Philippines is due to the versatility of Filipino graphic designers. This is shaped by their exposure to a wide array of both local and international design influences, something that an in-house design team can lack, which stands as a significant advantage for online retail brands targeting a global market.
This exposure equips them with a unique capability to understand and integrate various aesthetic sensibilities and cultural nuances into their designs, making their graphic design work universally appealing yet distinctively nuanced.
Filipino designers, with their broad design vocabulary, can adeptly navigate through different styles - be it minimalist, contemporary, traditional, or avant-garde. This flexibility allows them to create designs that not only align with the brand's identity but also appeal to the cultural and aesthetic preferences of a global customer base.
The rapid growth of the digital sector in the Philippines has had a substantial impact on the capabilities of Filipino designers, particularly in the fields of e-commerce and online marketing. This environment has fostered a generation of designers who are not only creatively gifted but also highly attuned to the latest trends and best practices in the digital world.
Filipino designers, with their deep understanding of e-commerce dynamics, are adept at creating graphic design works that are more than just visually striking. They excel in crafting designs that are tailored to the nuances of online retail platforms, considering factors like user interface design, mobile responsiveness, and visual engagement.
Their designs are created with an inherent understanding of digital marketing strategies. This includes an awareness of how visuals impact consumer behavior online, the role of web design in search engine optimization (SEO), and the effectiveness of various graphic elements in social media marketing.
Online brands also outsource graphic design because of the proficiency of Filipino designers in visual storytelling. This is a key asset in retail, where the ability to communicate brand messages clearly and effectively through graphics is essential. At the same time, it's also a common struggle in graphic design outsourcing to find designers who are both good at their work and communicating.
This ability to effectively communicate brand messages through graphics is crucial in the competitive world of online retail. For businesses looking to establish a strong online presence and connect with their audience, the visual storytelling expertise of Filipino designers is an invaluable resource.
Visual storytelling, at its core, is about conveying a narrative or message through visual media. Filipino designers excel in this area by creating graphics that do more than just attract the eye; they weave a story that resonates with the viewer. Such storytelling is crucial in building a connection with customers, especially in an online setting where direct, personal interaction is limited.
Another factor that pushes brands to outsource graphic design to Filipino designers is their flexibility, which allows them to create designs that fit with the requirements of different brands. Their experience in dealing with a diverse range of clients from various parts of the world has honed their ability to quickly understand and align with specific brand guidelines and aesthetics.
Filipino designers excel in blending a brand's core identity with fresh, innovative designs, suitable for both startups and established brands. Their skills ensure outsourced design work integrates seamlessly with existing branding, comparable to in-house designers.
This ability is particularly beneficial in the fast-paced online retail sector, where maintaining a cohesive brand image across various platforms – websites, social media, email campaigns – is essential for building brand recognition and customer loyalty.
The versatility of Filipino designers in handling a wide range of graphic design projects is a significant advantage for online retail brands looking for comprehensive graphic design solutions. Having designers who can cater to your various design needs can help you cope and set yourself apart in today’s fast-paced and diverse retail market.
Filipino designers possess experience and expertise that span across multiple facets of graphic design. This includes but is not limited to, web design, logo design, and product packaging, which requires a keen understanding of both aesthetic appeal and practical functionality. Moreover, their designs are not only eye-catching but also effectively communicate the product's brand and values.
Having a wide range of skills makes the Philippines a one-stop solution for all the design needs of online retail brands. Instead of coordinating with multiple design sources, brands can rely on a team of designers to handle their diverse graphic design needs, ensuring a cohesive and consistent visual identity across all their marketing and retail platforms.
The Philippines' reputation for rapid adaptation to new technologies and trends in digital design is a significant advantage for online retail brands looking to outsource graphic design and still stay ahead in a constantly evolving market. Filipino designers are recognized for their agility in embracing and mastering new design tools and software, placing them at the cutting edge of design technology.
Filipino designers stay abreast of the latest developments in digital design, from emerging design software to innovative techniques. This ensures that their graphic design services are always equipped with the most advanced tools and knowledge to create cutting-edge designs.
Their proficiency with new technologies extends beyond just using the latest software. It includes understanding how these new tools can be best utilized to enhance the design process and online retail experience. For example, they might leverage augmented reality (AR) to create immersive product previews or utilize advanced animation techniques to make digital advertisements more engaging.
The Philippines' rich culture has a great influence on its design aesthetics, creating a unique blend of Eastern and Western elements. The Filipino aesthetic that guides graphic designers is shaped by a history of diverse cultural interactions, resulting in designs that effortlessly combine the intricate and vibrant patterns of Eastern art with the bold and streamlined aspects of Western design.
Moreover, the cultural diversity reflected in Filipino outsourced design services allows online retail brands to present themselves as inclusive and globally oriented. The ability to incorporate elements from various cultures into their designs helps these brands connect with a broader audience, making their products and services more appealing to customers from different backgrounds.
For online retail brands, leveraging the culturally diverse and unique design services offered by Filipino designers can be a strategic move. It not only enhances the visual appeal of their offerings but also positions their brand as diverse, inclusive, and globally relevant in today's interconnected world.
Filipino designers are not just skilled artisans; they are also deeply committed to ensuring that when clients outsource their graphic design, they are fully satisfied with the work delivered. This service-oriented approach is ingrained in the Filipino work culture and is a critical aspect that sets them apart in the global outsourcing market.
This commitment to customer satisfaction means that Filipino designers are typically more open to feedback and revisions, ensuring that the final product truly aligns with the client's vision and requirements. They understand that in the online retail space, the success of their designs is measured not just by aesthetic appeal, but by how well they meet the business objectives of their clients.
For online retail brands, this means working with a partner who is genuinely invested in the success of their outsourced design services. The combination of artistic talent, technical proficiency, and a strong service ethic makes Filipino designers valuable allies in the highly competitive world of online retail.
To successfully outsource graphic design to the Philippines, work with a trusted company that understands your needs, just like KDCI.
At KDCI, we can build you a team of talented graphic designers that can cater to your needs. They can design presentations, social media graphics, infographics, illustrations, videos, websites, and more. Our designers go through in-depth on-brand training, so you can rest assured that their works will reflect your brand’s messaging, voice, and values. View our full portfolio here.
Learn more about how you can get a team of designers in the Philippines. Click the button below to get started.
For small and medium-sized businesses like yours, investing in high-quality graphic design services is the best strategy you can make today. While graphic design services are crucial in boosting your brand’s reputation and marketing strategies, finding the right graphic design talent without spending too much money or sacrificing quality is difficult.
To help you with this, we compiled the best Philippine-based graphic design firms that small and medium-sized businesses should consider working with for outsourcing graphic design services. Let’s go through all of them in this article.
There are a lot of graphic design firms in the Philippines, and it can get overwhelming to look through each of their services. For your reference, here are the top 10 companies you should check out based on their Google ratings, listed in no particular order.
Dthree Digital is a website design and development company in Manila, Philippines, established in 2015. The company offers specialized services in user interface and graphic design. Their graphic design service portfolio includes creating visually appealing and functional websites, mobile applications, and digital content. Their web and creative design services include:
This Philippine-based mobile app design agency emphasizes user experience, ensuring their designs are both aesthetically pleasing and easy to navigate. Their approach combines technical expertise with creative design to provide comprehensive digital solutions.
Rocketship Designs, a creative agency in Makati, excels in both digital and physical design realms. This graphic design agency specializes in corporate branding, offering services such as logo design, brand identity, and visual strategy.
Their expertise extends to web design and development, ensuring a consistent visual identity and seamless digital presence for businesses. Here is a list of their services:
Additionally, the graphic design firm is skilled in space design, creating immersive physical environments. Rocketship Designs' work in video and motion graphics adds dynamic visual storytelling to their graphic design service portfolio.
DotYeti.com, based in Makati, offers a unique graphic design service with a flat monthly fee, providing unlimited designs and revisions. The graphic design firm caters to various industries, including marketing agencies, startups, and e-commerce, with a focus on efficiency and quality.
Their graphic design solutions include advertisement design, branding, illustrations, landing pages, and more, all delivered by a team of skilled graphic designers. This graphic design company aims to streamline the digital design process, offering quick turnaround times and a 14-day money-back guarantee.
OP Communications, a Makati-based graphic design firm, offers a range of print creative design services, such as calendar design, sales and conference kit design, corporate brochure and logo design, and many more.
Established in 1980, the graphic design company focuses on creating professional visual design solutions for each client, emphasizing a deep understanding of their business and target audience.
August 99 is a Pasig–based graphic design agency that offers a range of graphic design solutions, specializing in logo design, branding, and web design. Here is a full list of their creative service solutions:
The team of graphic designers at this graphic design company works to create visually appealing and effective designs for their clients. The design agency emphasizes quality and versatility in their design solutions.
Marvill Web Development was established in 2003. The firm offers a range of services including web development, SEO, and META integration. They are based in Makati, specializing in creating high-quality websites and providing comprehensive digital solutions tailored to each client's needs.
Marvill Web Development emphasizes a team approach, uniting experts in various fields to deliver innovative and effective digital services.
HPL Game Design, based in Quezon City, offers a range of creative service solutions including illustration, graphic design, 3D asset creation, social media marketing, game development, video production, and quality assurance.
The design agency specializes in creating high-quality, unique illustrations and graphics for various applications, focusing on game design and development. This creative agency is skilled in various aspects of digital creation and marketing, ensuring comprehensive support for gaming projects.
7th Media Digital Studios, a Makati-based graphic design firm, provides a range of services including graphic design, web design and development, eLearning, explainer videos, web design and development, digital marketing, and virtual staff outsourcing. Below are the services they offer.
The graphic design agency focuses on creating high-impact designs and uses cutting-edge technologies to support innovative digital campaigns. Their graphic design services cover marketing materials, illustrations, infographics, and more.
iManila, a digital agency in Pasig, offers comprehensive digital solutions, including web and app development, digital marketing, and IT services. Their creative service and marketing solutions span website design and development, SEO, SEM, social media management, content and email marketing, and branding.
This Philippine creative agency is known for its tailored approach to both web and mobile platforms, striving to create impactful digital presences for its clients.
KDCI Outsourcing was founded in 2011 by seasoned professionals who are versed in catering to the needs of small to medium-sized businesses. They provide comprehensive graphic design solutions that align with their client's brand strategy, showcasing their curated portfolio for logo design and branding, web design, package design, multimedia design, marketing collateral design, UI/UX design, and motion graphics.
KDCI Outsourcing is dedicated to creating custom visuals to enhance brand identity and marketing efforts. This graphic design firm takes pride in its award-winning graphic designer team, excellent proficiency in graphics-related technologies, ability to cater to high-volume production, and cost-effectiveness.
More than simply offering graphic design services, KDCI Outsourcing will build you an extension of your creative team in the Philippines, no matter if you’re just hiring a Filipino graphic designer or a full-fledged offshore design team.
Make sure you work with graphic design companies who can provide high-quality results without breaking the bank, choose a company with proven experience in providing excellent design services like KDCI Outsourcing.
At KDCI Outsourcing, we offer a wide range of graphic design services designed to help small to medium-sized businesses like yours level up their visual identity as well as their branding and marketing efforts.
With a thoroughly vetted team of graphic designers and a dedicated account manager, you can rest assured that you’ll only have experts working on your presentations, logos, brochures, etc. You can also expect to save up to 70% on labor costs by outsourcing to the Philippines!
Learn more about our graphic design services! Click the button below to get started. Contact Us now!
Can you believe that another year is already coming to an end?
To celebrate a year’s worth of achievements, memories, and milestones, KDCI celebrated its year-end party 2023 on December 3 at Oasis Manila. With a modern Filipino theme, everyone flaunted their fashionable Barong Tagalog and Filipinianas, each incorporating their own twists into it. Come with us to reminisce about this wonderful night that many of us looked forward to!
Though the program does not begin till 7PM, our HR team and our CEO were already on the scene hours before to make sure that everything is in place and everyone is greeted with a warm KDCI welcome.
The evening kicked off with KDCI’s Got Talent, a talent competition that allowed members from different departments to show off their talents and try to win the hearts of their colleagues, as well as the top spot in the competition.
Though this segment is held every year, this year, one of the criteria for winning was to give a performance that matched the Modern Filipino theme of the occasion. 5 contestants gave their best, and three won, bringin home the cheers and applause of their colleagues, as well as some well-deserved cash prizes to reward their efforts.
Our champion of the night was Jevy Sumulong from Kole Imports who wowed us with his international talent, flag twirling. With his brilliant choreography, dazzling showmanship, and numerous flags, Jevy performed to “MAPA” by SB19, “Sirena” by Gloc 9, and “Panalo” by Ez Mil.
As the champion of this year’s talent competition, Jevy advises future contestants, “[a]lways do your best and make sure that you will be able to captivate your audience to win the crown.”
Coming a close second is Gio Adriano from CPO PIM, who showcased his versatility as a performer. Elegantly swaying to Filipino classics like “Cariñosa, Gio surprises everyone when he did a split second costume change and broke the dance floor with modern songs like“Water”, “Drink Your Water Bhie (DYWB)”, and “Gento”.
According to Gio, his dance number represents the complexity of Modern Filipinos, illustrating the coexistence of traditional beliefs with modern culture. But at the end of the day, what matters is how you see yourself. As Gio says, “[p]repare something you'll enjoy because what matters the most isn't the title or how people will see you but how proud you'll be of your performance.”
To round up our 3 winners for the talent competition, we have Jazz Veridiano from the Creatives Department who serenaded the party with her angelic vocals. Her rendition of “Ang Tangi Kong Pag-Ibig” transported us to the late 19th century Philippines, when kundiman was popular.
What a marvelous performance it was, especially considering how little time Jazz had to prepare due to a last minute song change. At the end of the day, what matters isn’t perfection, but action. In Jazz’ words, “Join lang nang join, and be part tayo palagi mga events ng KDCI.”
Besides the winners of the competition, we also had the pleasure of listening to John Lery Caingat from Cedar who gave an upbeat rap performance of “Panalo” by Ez Mil.
His rap performance was storytelling at its finest, weaving tales of the everyday struggles and triumphs of Filipino people. By the end of his performance, the audience was in a grove, moving to his beat.
All the contestants were individual performers save for KDCI’s admin and recruitment team who did a montage of traditional Filipino and modern Filipino dances. They started off with a harana, then rocked to “Bebot” by Black Eyed Peas. Most entertaining was their modernization of the classic Filipino dance, Tinikling, where their feet tipped in and out of bamboos that opened and closed to the beat of modern music. The dance number is truly a marvel of synchronicity and a seamless merging of the old and the new.
The best parties have the best food. And that’s how everyone found themselves piling their plates with sumptuous Filipino dishes while sipping on modern cocktails. The meal was as modern as it gets – the buffet was a mix of classic lechon, beef caldereta, and fluffy white rice with more modern creamy pasta, cricket stew, and fish fillet. Everyone had their fill and then some, ending the night with sweet desserts, coffee, and more cocktails!
The KDCI’s Got Talent performances set the bar very high, but the games segment that followed was the cherry on top, injecting a playful spirit into our already joyous evening.
Sticking to a modern Filipino theme, we had "Pera o Bayong," a game started and popularized by… KDCI played its own twist on this classic game, using trivia games to dwindle down the number of game participants to four. After which, the remaining contestants were asked to choose between pera and bayong. The suspense as each contestant made their choices was palpable. We held our breaths, cheered, and laughed as some unveiled grand prizes, while others found whimsical items (we’re looking at you, chicharon and lambanog) that added a twist of humor to the game.
Then came the quiz bee on Philippine history, a segment that was both entertaining and enlightening. Our company president, Ray Jamin, hosted this intellectual showdown, firing question after question, each more challenging than the last. Everyone found their knowledge of the Philippines’ rich and diverse history tested. Many participated and gave their best shot at getting the answers right, and those who succeeded brought home cash prizes to celebrate their wins.
Before ending the program for the night, we wanted to recognize the dedication and hard work of our loyal employees. We called to the stage our colleagues who committed five and ten years of their careers to helping KDCI become the successful company it is today. Below is a list of our 10-year and 5-year loyalty awardees.
10-YEAR AWARDEES
Elizabeth Gueco
May Carla Masajo
Michael Djikmans
Lynda Concepcion
Timothy Paul Leijon
5-YEAR AWARDEES
Angela Rose Hidalgo
Annie Macawile
Daniel John Israel Gutierrez
Darwin Medrano
Dave Warren Hans Co
Genesam Credo
Nikki Lanic
Marscel Miranda
Mike Andrew Santos
Mumtazah Umal
Rachelle Joy Santos
Rosalinda Esmade
We ended the night with an uplifting speech from our CEO, Tony Layug, that not only reflected on our past achievements but also reinforced the values and aspirations of our company.
At KDCI, we foster a culture of appreciation and support, evident in our grand annual celebrations that honor everyone's contributions. The night's energy, filled with dancing, laughter, and camaraderie, perfectly mirrored this ethos, reminding us that our collective efforts and unity are the keystones of our success.
This memorable event was not just a celebration of the year's wins but also a testament to our commitment to nurturing a workplace where every member feels valued and empowered.
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One of the best ways to get your own dedicated development team in the Philippines is by working with an outsourcing provider. However, some businesses hesitate to work with a third-party company due to concerns over losing control, communication issues, data security risks, and challenges in integrating external teams with internal processes.
So, can you build your own dedicated development team in the Philippines? Let’s talk about the advantages and disadvantages of doing so.
Choosing to build your own dedicated development team in the Philippines comes with several advantages.
One significant advantage of building your own dedicated development team in the Philippines is the similarity of Filipino culture with Western culture, especially compared to other Asian countries like India or Vietnam.
The Philippines has a strong historical connection with the West, especially the United States, which has influenced its educational system and business practices. This shared cultural background facilitates smoother communication and collaboration between Filipino teams and Western companies, reducing the cultural gap often encountered in global outsourcing.
Building your own dedicated software development team in the Philippines allows you to access a wide talent pool, so you can pick and choose the expertise and skills needed for each role in your team
This level of control is a significant advantage, as it ensures that every developer, designer, and analyst on your team possesses the exact knowledge and experience needed to tackle your project's unique challenges.
By building your own Philippine dedicated development teams, you can expect enhanced control over the entire software development process because you can directly manage project timelines, allocate resources efficiently, and make immediate adjustments based on evolving project needs or feedback.
This level of control will also allow you to closely oversee project progress, from the initial planning stages through to final delivery, ensuring that every aspect of the software development project aligns with your business objectives and quality standards.
Building your own dedicated development team in the Philippines offers a stark contrast to working with a team of freelancers, particularly in terms of collaboration and cohesion.
A dedicated team provides a unified environment where members collaborate closely, ensuring seamless communication. This level of teamwork is essential for project success, as it guarantees that everyone is fully aligned with the company's culture and objectives, pursuing shared goals with a collective commitment.
In comparison, while freelancers can offer flexibility and specialized skills, the disparate nature of their work can sometimes lead to challenges in achieving the same level of coherence and alignment with the company's vision, potentially impacting the project's overall direction and unity.
Having your own dedicated development team means benefiting from a group of professionals wholly committed to your project's success over the long term. This dedication ensures a level of consistency and reliability in development efforts that is hard to achieve with temporary teams or external contractors.
The continuous focus of a dedicated team allows them to develop a deeper understanding of your business objectives, technology stack, and market challenges. This allows them to tailor their efforts more precisely to the company's needs, ensuring that the solutions they create are not only technically sound but also strategically aligned with the company's goals.
Building your own dedicated development team can lead to significant cost efficiencies over time, making it a financially sound strategy compared to outsourcing or contracting external agencies.
While the initial investment in recruiting and setting up an in-house team might seem substantial, the long-term benefits often outweigh these costs. One of the primary financial advantages is the reduction of overheads associated with third-party fees, which can accumulate significantly over the duration of a project.
Like any business strategy,building a dedicated development team in the Philippines without proper guidance or support from a reliable outsourcing partner can bring a number of disadvantages, such as the following.
Building a dedicated development team involves significant financial and time investment upfront, starting with the recruitment and hiring process that requires resources for extensive searches, job postings, and possibly relocation expenses for top talents.
After forming the dedicated teams, the commitment continues with competitive salaries and benefits to retain skilled developers, alongside investing in the necessary physical and technical infrastructure, including workspaces, servers, software licenses, and development tools.
These cumulative costs make up the substantial initial investment needed to establish a high-performing tech team.
The recruitment of a dedicated development team presents a time-consuming challenge, particularly in securing Philippine talent that not only matches the technical skill requirements but also aligns with the company's culture.
This extended recruitment phase in the software development team can lead to delays in project kick-off and milestones. For businesses operating on tight schedules or looking to quickly capitalize on market opportunities, these delays can translate into missed deadlines, slower time-to-market, and potential financial implications.
Building your own dedicated development team introduces a set of management challenges that demand additional efforts and resources.
Overseeing a team, especially one focused on complex development projects, requires addressing the nuances of team dynamics, motivating individuals, and ensuring consistent productivity and quality of work. You may need to hire an additional project manager to help you with the task, leading to higher operational expenses.
As projects evolve, the demand for additional resources or different skill sets can arise, necessitating a rapid adjustment in the size and composition of the dedicated software team.
However, scaling an in-house team is not as straightforward as it might seem. It involves navigating the complexities of recruitment, onboarding, and integration of new team members into existing workflows, all of which can be time-consuming and resource-intensive processes.
Maintaining a dedicated development team's effectiveness necessitates ongoing investment in training and development to ensure that team members' skills remain up to date with the latest technologies and methodologies.
This continuous learning is crucial to ensure that the dedicated development team stays competitive in the rapidly evolving tech landscape, but it also represents a significant ongoing cost for businesses.
When you build your own dedicated development team in the Philippines, you’ll get an offshore team that can provide you with high-quality service without breaking the bank, all while letting you keep the control over your operations.
For businesses that lack the expertise to build their own teams, work with a company like KDCI who can build you a dedicated development team that will work according to your specific requirements and needs. We’ll also take care of everything for you, from vetting, training, and certifying developers to managing the development project, allowing you to better focus on your core business operations.
Click the button below to learn more about how we’ll build a team for you.
According to Hubspot, 40% of customers will stop patronizing a brand if they get poor customer experience. This statistic emphasizes how important great customer service is in the retail industry.
However, providing good retail customer service can be difficult for medium-sized retailers in the US that are facing continuously growing customer demands. This is where KDCI, a leading outsourcing company in the Philippines, steps in. Their innovative approaches not only meet but elevate customer standards, ensuring scalability and efficiency.
This article will walk you through how outsourcing companies like KDCI streamline retail customer service operations.
KDCI commits to elevating the standard of retail customer service, through specialized on-brand training. This approach ensures that every customer service agent understands the products and services, as well as the unique values of your brand. Here is everything you need to know about how on-brand training helps in providing excellent customer service.
On-brand training is a specialized form of employee training focused on aligning the customer service team with the provided core values, message, and identity of the brand.
In retail customer service, this means going beyond the basics of product knowledge and customer interaction. The training focuses on familiarizing the agents with the brand's voice, tone, and values in every aspect of customer engagement. It also equips them with the necessary customer service skills to provide high-quality service.
The benefits of on-brand training in retail customer service revolve around the improvement of customer experience and brand perception. Below are the things you can expect.
On-brand training ensures a consistent, excellent customer service experience. It teaches customer service agents to always use your brand's values and style in their service. This way, customers know what to expect and can trust your brand more, because they get familiar, consistent service every time.
On-brand training directly contributes to building and reinforcing brand loyalty. When customers receive good customer service that resonates with the brand's identity, they feel a deeper connection to the brand.
On-brand training provides a comprehensive framework that standardizes how customer service agents interact with customers and handle their queries. Because of this, you can equip your operations with more efficient redundancy planning, reducing the risk of inconsistent service quality and having to spend additional resources for training.
KDCI's on-brand training is carefully designed and customized to make sure the brand's core qualities are deeply integrated into every part of customer service. Below is the process of how KDCI conducts on-brand training.
During the call with KDCI, their team will try to understand everything about your brand, including your needs and capabilities in customer service, company overview, the products and/or services you’re offering, etc.
The second step involves the creation of a comprehensive training manual. KDCI either uses an existing training manual or creates a new one based on initial meeting information for customer service agent training.
This manual, developed in close collaboration with the client, serves as the cornerstone of the training program. It includes an extensive brand guide, detailing the company overview, values, tone of voice, and visual identity, an FAQs section, a detailed manual on what the agent needs to do in terms of specific situations, and more.
Once KDCI fully understands your needs and requirements, and there is a training manual ready for use, they will then proceed to the recruitment, screening, and hiring process.
In this step, the company will start looking for qualified customer service agents through its recruitment team. The recruitment team, being one of the company’s powerhouse, will take care of looking for job applicants, screening, interviewing, and assessing each one for you.
As soon as KDCI screens enough customer service agents for your team, they will go through the actual on-brand training. This involves immersive, interactive sessions where agents are not just passive recipients of information but active participants.
Following these comprehensive training sessions, each agent undergoes a rigorous certification process, ensuring their capability to represent your brand effectively and consistently.
Efficient on-brand training can significantly streamline retail customer service. Below are the main ways how.
By ingraining the brand's voice and messaging in agents, on-brand training minimizes the chances of miscommunication. Agents become more adept at conveying the brand's message clearly and effectively, leading to fewer misunderstandings, great customer service, and more satisfied and loyal customers.
On-brand training can significantly streamline your retail customer service by emphasizing redundancy planning. This approach ensures that each team member is not only proficient in their specific role but also cross-trained in other key areas. Such a strategy minimizes service disruptions and maintains high-quality customer interactions, even in the face of staff absences or unexpected surges in customer demand.
On-brand training ensures that whether a customer contacts a customer service representative via phone, email, social media, or in-store, they receive a consistent, high-quality experience that reflects the brand's identity. This consistency across channels strengthens the brand's image and helps build customer trust.
KDCI understands the importance of representing your brand accurately and effectively. They ensure that every agent they deploy is not just trained, but also certified to represent your brand. Here are the things you need to know about KDCI’s agent certification process.
After the intensive on-brand training, KDCI will assess the agents through various methods, including tests, simulations, and role-playing scenarios, to ensure they meet the high standards required for certification.
This process is necessary to ensure that you’ll get agents that are certified and fully capable of meeting your retail store customer service needs, while still being able to act according to your brand.
Having certified customer service agents work for you makes a big difference. Here are the benefits that you can expect.
Certified agents embody your brand's ethos, ensuring that every customer interaction is a true reflection of your brand's identity. This alignment results in more authentic and relatable experiences for customers, strengthening their connection to your brand.
Agents with certification are more adept at quickly understanding and resolving customer issues in a manner that aligns with your brand's approach. This efficiency not only improves customer satisfaction but also increases the effectiveness of your customer service operations.
Customers tend to have greater confidence in online shopping and trust in agents who demonstrate a clear understanding of the brand and its products. This trust is fundamental in building long-term customer relationships and loyalty.
Certifying customer service agents in your brand's specific methods can transform your retail customer service. Below are ways on how it can streamline your operations.
Certification ensures a standardized level of expertise among all customer service agents, creating a consistently high quality of service. This uniformity is crucial in maintaining a strong brand image, as each customer interaction becomes a reliable reflection of your brand’s standards and values.
Agents who are certified in your brand’s specifics possess an enhanced ability to resolve issues swiftly. Their deep understanding of your products, services, and brand nuances allows them to identify and address customer problems more quickly than their non-certified counterparts.
Certified agents, with their in-depth brand knowledge, are not limited to reactive customer service. They can anticipate potential customer issues and needs, offering solutions and advice before the customer even realizes they need it.
Managing customer service operations can be challenging since you have your in-house teams and core business functions to consider. KDCI steps in to ease this burden by managing your operations. Below is everything you need to know about this.
KDCI takes pride in managing your retail customer service operations along with you, to ensure business success. Here’s a detailed view of what they do when managing your customer service.
In managing your retail customer service, KDCI ensures that every interaction your customers have is aligned with your brand's values and expectations. By deploying certified agents who are specifically trained in your brand's characteristics, KDCI guarantees a consistent and high-quality customer experience.
KDCI's approach to managing retail customer service also includes a strong focus on redundancy planning. This aspect is crucial for maintaining uninterrupted service, a key element in retail where customer queries and needs are continuous and time-sensitive. KDCI's redundancy planning ensures that there are effective backup systems and cross-trained staff ready to step in during unforeseen circumstances.
Your customer service team may also come with a dedicated account manager who will lead the agents’ training, monitor their performance, and gather relevant insights from customer feedback and KPI analytics.
As a part of the approach, KDCI will also provide regular monitoring and performance evaluations. This is to ensure that the customer service team is meeting the necessary KPIs and brand requirements to provide high service quality.
KDCI establishes a system of continuous improvement, involving the monitoring of important metrics and gathering feedback from the customers. Based on the data, our team will then provide insights and recommendations to further improve your brand’s customer service operations.
Managed operations in customer service involve taking complete responsibility for all the operational aspects of your customer service. This includes staffing, training, technology implementation, strategy development, and continuous improvement ensuring a seamless and efficient customer service process. They will handle everything revolving around your customer service operations.
Managed operations play an important role in saving time and resources for your retail business. Here are the benefits that your customer service operations can get from it.
Because of KDCI’s extensive experience in the outsourcing and e-commerce industry, they’re experts in building customer service teams for businesses like yours that are struggling to meet growing demands and ensuring consistently high-quality service.
Resource Optimization
Managed operations boost customer service efficiency and reduce operational costs by strategically optimizing manpower and technology use. This approach includes aligning employee skills with specific tasks, implementing continuous training, and leveraging automation and data analytics for more personalized service.
Managed operations play an active role in improving operations, products, and services, which is crucial for businesses focusing on strategic growth and core competencies. With customer service operations expertly handled, your business can dedicate more resources and attention to leveraging opportunities for expansion and innovation.
With KDCI managing your retail customer service, you can expect a more streamlined operation because of a number of additional benefits. Here are some things you can expect.
Through KDCI’s managed operations, you can expect full redundancy in terms of productivity. Because we have grade-A office facilities, our internet and electricity are fully redundant. More importantly, should your assigned agents be unavailable, your dedicated account manager ensures you have backup agents who are trained on your brand to take over and ensure zero downtime.
This approach offers the flexibility to scale customer service operations up or down based on business needs, allowing for more agile responses to market demands or seasonal fluctuations.
Managed operations at KDCI utilize data-driven methods for continuous improvement. By systematically analyzing KPIs and customer feedback, we generate insightful recommendations about your brand, ensuring each decision is grounded in solid, empirical data for enhanced results.
Managed operations ensure a consistent, high-quality customer service experience. Through rigorous monitoring and standardized processes, they maintain service excellence, enhancing customer satisfaction.
Opting for managed operations in retail customer service significantly reduces operational costs. It eliminates the need for extensive in-house training and infrastructure, offering a more economical solution.
Managed operations integrate advanced technology and automation to streamline customer service. This approach enhances efficiency and accuracy, leading to faster resolutions and improved customer experiences.
With managed customer service operations, businesses can concentrate on their core functions. This focus leads to improved overall performance and innovation in their primary offerings.
Outsourcing your customer service requires working with the right people. Trust an outsourcing partner like KDCI with a solid track record of building customer service teams that serve as an extension of brands’ customer service teams.
With KDCI, you can enjoy streamlined operations with our comprehensive customer support services
Streamline your retail customer service! Build your customer service team in the Philippines with KDCI. Click the button below to get started.
What started out as a few agents, has grown into an invaluable partnership with KDCI. With more than 40 team members, we are lucky enough to count as part of our Cedar Family. Thank you so much KDCI for making our Company better!
We have found KDCI to be a consistently reliable partner, always willing to ‘go the extra mile’ to ensure our valued customers receive the best possible service.
KDCI plays a very important role in our catalog and content operations. They are responsive, kind, and always willing to help us as much as possible. We have been working together for more than 4 years, and we hope our partnership will be even more fruitful in the future.
Having collaborated with KDCI.co for our creative needs, I can confidently attest to their unparalleled expertise and dedication. Their team consistently delivered innovative solutions that not only met, but often exceeded our expectations. Their professionalism and attention to detail are commendable.
KDCI were able to grow with us with any future requirements. We have a lot to do when it comes to our business, and everytime we come back, they're right there with us and able to deliver.
KDCI's team has been instrumental in helping us not only modernize our platforms but also increase the experiences for the customer, and to deliver on the tsunami of content that came their way.
We had a lot of difficulty finding qualified talent in the United States. Honestly, I don't think we had thought about outsourcing at all as a potential option, but we were very open to it once we heard about it. We love our KDCI team. They're just like a regular part of our team, it's just that they're thousands of miles away.
It's been five years since we started working with KDCI, and it just keeps getting better and better. We've grown together and achieved a lot of shared success. Overall, they're incredibly professional yet fun to work with. We are incredibly happy to have found them.
We're so glad we partnered with KDCI to develop a unique platform that delivers personalized customer experiences without compromising functionality or security. It was an amazing experience, I won't hesitate to start another project with them again.
