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The customer service support of old relies on the classic phone-based support for inquiries and concerns. As technology advances, customer service has evolved to support multiple communication channels, including email, chatbots, and many more. With businesses leveraging modern communication tools and clients expecting high-quality customer service support, optimizing their digital customer service becomes a strategic endeavor.
As the name implies, digital customer service support refers to the provision of customer care support and assistance through digital means, such as social media and live chat. According to McKinsey & Company, most customers (76%) have shown satisfaction with businesses offering digital-only customer support. After all, good digital customer service comes a long way. If they have a bad experience, they can just walk away and move on to another brand.
Below, let’s check out the success stories of companies with different customer service support channels. In addition, this guide includes apps and platforms that act as a role model for a particular digital channel.
Email is a classic customer service support channel. Customers can send an email to a brand at any time and wait patiently for a response — which can take hours or days. Unfortunately, not everyone has the luxury of time.
That doesn’t mean businesses should completely get rid of email support. But with the help of the right customer service support solution, email support can be less of a drag for both agents and customers.
Hiver is a customer service support software with features ranging from email tagging and shared inboxes to supported integrations with Slack, WhatsApp, and many more. Like any helpdesk program, Hiver streamlines customer care to ensure customer concerns and inquiries are attended to without delay.
For companies like Flexport, Hiver was of great help in optimizing their email customer service support. Nathan Strang, the company’s Ocean Freight Operations Manager, uses the helpdesk program’s email tagging feature to assign an email to a customer agent. Thanks to this convenient feature, unanswered emails and email forwarding are now a thing of Flexport’s past, enabling its customer service support team to answer queries and concerns quickly.
HappyFox is a help desk software with a ticketing system that streamlines a company’s email customer service support, automating email routing, ticket priority setting, and other mundane, time-consuming tasks through its Smart Rules. In case of complex customer concerns, the program’s Private Notes tool functions as an internal collaborative space for agents to converse and work on a ticket without the customer’s knowledge.
Improved Racing is one of HappyFox’s users. Thanks to the program, Improved Racing can now route tickets to the right customer service support agent for faster email resolution. What’s more, all three of the company’s brands have their dedicated email category, ensuring both efficiency and brand identity consistency.
Unlike most digital customer service support channels, over-the-phone communication is more personal — albeit with the caveat of hold times and higher costs. While phone support may be another classic customer service channel, it doesn’t mean it’s losing its relevance in a digitized world. These programs prove that phone support can work in your agents’ favor.
Zoho Desk helps streamline various customer service support channels, including over-the-phone communication. The software features call scheduling and a call reminder for hassle-free follow-ups to customer calls. Automated voice messages are also delivered to inform customers of agent availability or busyness, or remind them that your shop is closed after business hours.
Also known as De Surinaamsche Bank NV, DSB Bank, is a successful user of Zoho Desk. But before it implemented Zoho Desk, customer service support was done manually — from ticketing to tracking messages.
Thanks to Zoho Desk, a ticket is created for every customer query made via phone and other customer service support channels, and the bank’s customer agents work on their assigned tickets until a customer concern is resolved. This led to not just better customer satisfaction ratings, but also a 50% boost in agent productivity and efficiency.
CloudTalk is a call center software platform with a smart dialer that simplifies the repetitive act of dialing numbers to initiate outbound calls. With its three-way calling support, senior customer service support agents can help newer agents learn the ropes of customer care. Besides that, CloudTalk’s Call Transfer feature lets agents transfer calls to a more qualified agent without the long wait time, promising seamless and satisfactory communication.
Nokia is one successful user of CloudTalk. With its dedication to providing high-quality customer service support, the telecommunications company implemented CloudTalk into its workflow. Using the software’s Analytics feature, Nokia drastically improved its customer service — reducing call hold times by 47% and boosting productivity by 10%.
We commonly associate customer service with phone calls, emails, and live chats. But did you know that customer service support can be delivered via text messaging? Businesses can capitalize on SMS customer service to keep customers in the loop of the status of their orders, remind clients of upcoming appointments, request feedback, and many more. Because people spend most of their time on their phones, SMS customer service support is a gift of convenience.
Want to improve your SMS customer service support? Look no further than SimpleTexting. This product supports two-way messaging to encourage free-flowing conversations between an agent and a customer.
What’s great about two-way messaging is you can use a business number to facilitate such conversations, creating a clear boundary between personal and business texting. Automated text messaging is also another standout feature of SimpleTexting. With it, you no longer have to manually send a text message informing your customers that your business is closed for the holidays.
For A-1 Self Storage — a San Diego, California-based company under Caster Group — using SimpleTexting was a huge step up to their customer service support. Apart from reminding customers of their overdue payments, the software enabled A-1 Self Storage to reply to inquiries faster — creating a positive impact on its customer base.
Supporting both SMS and MMS, Textline is a business texting program that features two-way texting, automated messaging, scheduled messages, and the like. Its Shortcuts feature is every customer agent’s best friend. Instead of typing the same canned responses daily, agents can use Shortcuts to craft templates or use pre-existing ones to speed up customer service support with little to no manual input.
Prior to the implementation of Textline, tire size confirmation was a tedious process for Roll By Goodyear, with the brand reaching out to customers via phone call or email. With the help of Textline, Roll by Goodyear created templates for size confirmation and other purposes. Because of Textline, response rates improved and sizing errors dropped.
We often use WhatsApp or any messaging app to communicate with family, colleagues, and friends. But did you know these same apps can be used for messaging businesses? Let’s look at how the below applications are used to supercharge a brand’s customer service support experience.
WhatsApp has transformed into a customer service support hub. This is backed by statistical data from Spectrum, with 39% of survey respondents using the said app to inquire about a brand’s services and products, and 11% to report complaints and ask questions related to shipping, delivery, and the brand.
Supporting media and document files, WhatsApp enables customer service support agents to send messages in the most appropriate format. In addition to its intuitiveness and chatbot integration, the app also boasts end-to-end encryption that gives customers peace of mind whenever they interact with a customer service agent.
Decathlon is a popular sports retailer with over a thousand stores across the globe. To keep up with the influx of customer inquiries and concerns, Decathlon started to leverage the power of live chat. Delivered via WhatsApp, the retailer powers its live chat system with automation, allowing seamless, hassle-free self-service customer service support and contributing to a 50% reduction in handling time.
This is also a blessing for Decathlon’s customer agents, as they are now less swamped with simple customer queries — which means they can simultaneously work on multiple complex customer concerns.
For entrepreneurs and brands, Apple Messages for Business is their best friend. While simple customer queries are answered through automation, customers can opt to chat with a human agent for more complex concerns. This application also features a host of features to elevate the customer service support experience, such as Apple Pay integration, appointment scheduling, and many more.
However, there is one standout feature of Apple Messages for Business — Chat Suggest. Not only is it convenient, but it also promises seamless communication and better customer satisfaction due to reduced hold times. Lush, a retailer that sells handmade, cruelty-free cosmetic products, uses Chat Suggest to minimize calls from customers.
AI has taken the world by storm, and it’s no surprise that this technology has made its way to the customer service and sales industry. Through AI, brands can provide faster support and assistance while preserving the human element inherent to customer service support.
With the support of automation, businesses can deliver high-quality customer care without overwhelming agents with queries. Below are examples of AI messaging in action.
Kik is home to a thousand chatbots. From chatbots that give a dose of entertainment to those that streamline the shopping and customer service support experience, there’s a chatbot for everyone. For Kik users with a penchant for fashion and style, H&M’s homegrown Kik chatbot is heaven-sent. Powered by natural language processing (NPL), this chatbot can understand natural language and provide human-like responses, even to the point of using emojis!
Through the chatbot, customers can ask for personalized recommendations and fashion tips without the hassle of contacting a human retail customer service agent. They can also take a quiz that lets the bot determine their personal style. Unsurprisingly, the chatbot led to increases in click-through (8%) and engagement rates (86%).
While Facebook Messenger is primarily used for keeping in touch with loved ones, it also serves another purpose — customer service support. This does not come as a surprise given the app’s convenience and high user count. If you’re a long-time user of Messenger, you’ve probably come across or interacted with several chatbots from your favorite companies.
1-800-Flowers is one of those businesses that leverage the app for its chatbot. The chatbot eliminates the hassle of calling the retailer’s eponymous number to purchase flowers. Additionally, the speed and accessibility of the chatbot drew in a slew of chatbot-based orders from new buyers.
For entrepreneurs, social media is not a waste of time; it’s a battleground for marketing one’s brand to build an online reputation and attract new customers. As most people are online and have social networking accounts, it just makes sense to provide customer service support via social media.
Businesses can’t just create a Facebook page, do the bare minimum, and call it a day. Nowadays, content and customer service support go hand in hand. This means creating relevant content, such as product tips and showcases, to encourage new and old customers to reach out to your brand.
Moreover, businesses should make their presence known by responding to comments, private messages, and reviews. BlendJet, for example, answers customer queries in the comments section.
TikTok conjures images of content creators and influencers dancing and sharing short-form content. Surprisingly, this app is also a viable customer service support tool. Businesses with Creator accounts can use TikTok’s Q&A feature to answer customers’ questions via written (comment) or video format. Q&A supports TikTok LIVE, so there’s real-time interaction between your brand and audience.
Furthermore, TikTok puts a creative, yet entertaining and grounded spin on customer service support. Zendesk reported that Starface, a skincare brand, uploads engaging tutorial and FAQ videos on its page to help customers with their skin problems and answer product-related queries.
Technology and digital tools complement human customer service support agents. Self-service portals put the agency of customer service to customers, which means they don’t have to contact a human customer agent to resolve an issue or get answers to common questions. Below are two examples of self-service portals.
Google Help features a treasure trove of guides for each of Google’s products and services. On the main page, click on an icon — say, Google Chrome — and it will take you to a list of help topics you can click and read at any time.
Don’t like doing your own research? The website has a digital support assistant called “Help Guide” to assist you with anything. Select a pre-existing response and “Help Guide” will share a relevant article. If you pick “Something Else,” you’ll be asked to provide an explanation of your issue. You can also look up, ask, and answer questions in “Community,” adding a social element to customer service support. Overall, Google Help is the best example of a self-service customer service support portal.
If you’re looking to create a self-service customer service support portal from scratch, check out Document360. Here, you can write articles and guides and organize them into categories and sub-categories. The software solution’s WYSIWYG editor works just like any word processing tool, whereas the Advanced WYSIWYG editor supports text writing and embedding of media content such as images and videos.
Finally, there’s the Markdown editor. While the word “Markdown” sounds intimidating, newbies with little to no experience in coding can use the editor to write and format text using the Markdown toolbar or writing the syntax. It supports live previews, too — which is a plus. Avontus, for instance, hosted and organized all their guides — from FAQs to installation guides — on Document360, providing round-the-clock, self-service support to customers.
Are phone calls, emails, and AI not enough? There’s video support. Video-based communication makes customer service support a highly personalized experience. For visual learners and non-readers, video tutorials are heaven-sent as they provide straightforward solutions to problems.
After all, why read a lengthy tutorial when you can watch and follow a three-minute video? If you plan to innovate your business’s customer service support channels, consider the following programs.
From marketing to customer service support, Loom is a must-try for any business. With this software, you can create personalized videos to address a specific customer concern, guiding the customer every step of the way. Postclick elevated and humanized its customer service support through Loom. By creating videos, customer satisfaction soared and customers could easily follow or understand even the most complex tutorials or topics.
ScreenRec is more than just a screen recorder for your personal needs. It’s also a customer service support solution for customer care agents. Because agents can just record their computer screen for demonstration purposes, or send pre-made video tutorials, it minimizes the need for typing long tutorials or responses. As of this writing, ScreenRec has garnered an average TrustPilot rating of 4.5 stars. Additionally, IT Specialists London’s director George S. claimed that the program enhanced customer communications and internal workplace processes.
In-app messages refer to messages that are integrated into the app itself, only appearing while you’re using the program. These messages can be in the form of banners, full-page displays, welcome notifications, and many more. Though some people find them annoying, they’re actually beneficial for customer service support. Check out how two companies use in-app messaging to their advantage.
Dribble — an online platform for designers — uses in-app messaging as a microsurvey channel for rating the quality of customer service support. You can select “Epic!,” “Meh…,” and “Scuk” or include written feedback on Dribble’s customer care.
With programs implementing new features, it’s hard to keep up and master them all. Web conferencing platform GoToWebinar displays an Appcues-created animated slideout demonstrating its Transcripts tool. A brief description of Transcripts is included to give returning users an idea of what it is. Thanks to the slideout, they can stay in the know of new features without being overwhelmed with information.
We hope this comprehensive guide sheds light on how brands and companies use various digital channels to deliver timely customer service support. Optimizing your digital customer service support may be challenging, but for KDCI, no challenge is too hard. KDCI only employs and trains customer service agents equipped with the essential hard and soft skills to deliver high-caliber customer service support.
With KDCI’s experience in the customer service industry, we are confident that our agents can streamline your brand’s customer service and make your customers happy.
What are you waiting for? Outsource customer service and build your customer service dream team. Contact us now!
Retail customer service is the bread and butter of online and brick-and-mortar retail businesses. With customers expecting high-quality customer service, it’s time for brands to step up their customer support game. In an article by Zendesk, just having a lot of bad experiences with poor customer service is enough for most customers (73%) to shift their loyalty to a competitor. As your business grows and the market economy evolves, choosing to outsource retail customer service to the Philippines is a wise venture.
The Philippines is home to a plethora of call centers and BPO (business process outsourcing) companies. No wonder the country has earned a well-deserved reputation for being the world’s BPO and call center capital. Let’s talk about why businesses outsource customer service to the Philippines.
Due to the country’s history, Filipino culture is a fascinating blend of Eastern and Western values. For many businesses based in the USA or any Western country, the Philippines is an attractive candidate for outsourcing. This helps minimize cultural clashes and misunderstandings between you and your Filipino retail customer service team.
Moreover, Filipinos are fluent in English. As of 2023, the Philippines places second among Asian countries in terms of English proficiency, as reported by the EF English Proficiency Index.
Plus, the neutral English accent of Filipinos and their ability to converse in business English give them an edge in voice retail customer service — ensuring clear and professional communication across the board. All these factors, therefore, contribute to a brand’s willingness to outsource retail customer service to the Philippines.
Hospitality is the staple of Filipino culture. This trait is manifested not just in the family, but also in the workplace. When you outsource retail customer service to the Philippines, expect your offshore Filipino staff to provide the best customer care to your clients. Because they feel heard and valued, your business is more likely to retain these customers who can become loyal to your brand.
Apart from culture and language, cost-effectiveness is also one of the factors why businesses abroad outsource retail customer service to the Philippines. By hiring offshore staff, you can drive more profit to your business without sacrificing the quality of customer care your overseas staff provides to your clients.
Unlike employing onshore staff, you don’t have to invest in a bigger office space to accommodate your new team. Computers and internet connectivity are not an issue either as the Filipino staff you’re going to outsource retail customer service to have the necessary equipment to get the job done.
The government’s support for the BPO industry extends not only to skills training and development, but also to the country’s legislation concerning data privacy and protection.
Since BPOs handle a multitude of customer data, they are obliged to protect such data from unauthorized access — accidental or otherwise — under the Data Privacy Act of 2012 or Republic Act No. 10173.
If violated, BPO firms will face penalties, which include fines and imprisonment. If you outsource retail customer service to the Philippines, rest assured that your outsourcing partner will have security measures in place to prevent your data from falling into the wrong hands.
In retail customer service, your workforce is the backbone of your business. If your business is attending to a large volume of customer inquiries, you can hire a team of freelancers or partner with a BPO company to boost operational efficiency. Either way, be sure to take note of the following factors before outsourcing retail customer service.
Because freelancers are their own bosses, they can work according to their preferred schedules. Freelancers are also based in different geographical regions, which means they can provide 24/7 retail customer service support. This ensures that your customers’ needs and concerns are resolved day or night. While the time zone difference can work to your advantage, take note that freelancers work on multiple projects with different clients.
There are instances when your business will face an influx of customer needs. When you outsource retail customer service to freelancers, you can scale your workforce as needed to ensure timely, round-the-clock support and customer satisfaction.
Freelancers often work from home or in public places like cafes, with the latter a cesspool of malware and cyberattacks. While they are equipped with the proper retail customer service skills as full-time employees, data privacy and protection remain a concern for businesses. Unless you provide freelancers with access to data security tools or orient them with your brand’s security practices, you risk compromising sensitive customer data.
BPOs operate 24/7, and what better way to provide real-time customer support than to follow your country’s time zone? With the flexibility of BPO employees — especially Filipinos — your business can enjoy high-quality, round-the-clock retail customer service without all the long wait times.
BPO firms can scale according to the demands of their client. This can mean hiring more voice or non-voice retail customer service agents or downsizing the workforce without sacrificing the efficiency and quality of customer service.
Much like freelancers, BPO companies also have access to sensitive customer information. One edge that Philippine-based BPOs have against freelancers is better data privacy and protection, all thanks to the Data Privacy Act of 2012. These companies have data security policies in place to prevent breaches of confidentiality. As such, BPOs make for a safer option to outsource retail customer service.
Outsourcing retail customer service doesn't have to end up in a sour experience. This tutorial will walk you through the steps of outsourcing, from assessing the status of your retail brand to meeting and working with your Filipino customer service agents.
From your employees and customers down to the daily workload, examine the current needs of your retail business. Maybe your business’s voice or email retail customer service has become a source of stress due to increased call or email volumes, and there’s not enough staff to cover peak hours or seasons or certain tasks, such as product replacements and refunds. Understanding these issues can help you assess if you need to outsource retail customer service overseas.
After assessing your business needs, your next step is to establish goals for outsourcing retail customer service. You can also start drafting a contract outlining the following details:
A contract is a legally binding document that benefits the goals and interests of your business and your outsourcing partner. To avoid ambiguity and contract disputes, every clause must be clear, precise, and straightforward.
The Philippines is a treasure trove of the best BPO companies. While you won’t be out of options, finding the right outsourcing partner and assessing its cost of outsourcing customer service are paramount to the success of your business’s retail customer service. Do your research and choose reputable outsourcing companies with proven track records in the retail customer service industry.
Looking up client testimonials or reaching out to former or current clients also does wonders in your search. This way, you can better gauge if a BPO firm is reliable and capable of providing high-quality retail customer service through various communication channels, including email, phone, and live chat.
Getting up to speed with Filipino culture and Philippine laws doesn’t hurt, too. Once you’ve chosen a BPO company, present and discuss the terms of your contract. After closing the deal, the company will onboard the most qualified employees for your business.
Your first meeting with your Filipino agents need not be awkward. To facilitate hassle-free virtual communication between you, your Filipino staff, and their team leader or point of contact (POC), use Microsoft Teams, Skype, or any platform your business uses.
Share training manuals and scripts and orient them about your business’s etiquette and workflow. When your Filipino staff is knowledgeable of the ins and outs of your business, they can represent your brand, handle the rigors of retail customer service, resolve customer issues, and meet KPIs.
To maintain exceptional retail customer service, BPO employees undergo regular coaching from their team leader and clients. When reviewing the performance of your customer agents, take into account the following metrics:
Providing constructive feedback to your Filipino customer service agents equips them with the necessary skills to resolve complex customer issues faster. Giving kudos to your agents for a stellar performance or an achievement also motivates them to do better. With a successful team of customer agents at your beck and call, your brand can retain more customers and build a solid reputation.
Nowadays, a brand’s reputation is built not just on its products, but also on the quality of retail customer service it provides. With seasonality, peak hours, and omnichannel customer support contributing to an influx of customer inquiries, outsourcing to a BPO like KDCI makes all the difference.
Since 2011, KDCI has provided clients with state-of-the-art customer service. With our pool of talented agents, we are confident of their ability to provide exemplary customer support and improve your brand’s image.
Learn more about outsourcing retail customer service. Contact us today!
Nowadays, a well-crafted website is the bare minimum. According to Hostinger, 94% of first impressions are attributed to a website’s design. Whether you’re in charge of a large organization or an up-and-coming entrepreneur, having a user-friendly and responsive website with eye-catching visuals and relevant content can make the difference between converting visitors to customers and losing out on potential revenue. Building a website from scratch is doable; however, having the means to outsource web design to the Philippines can ease the burden off of your shoulders.
This allows you to focus more on formulating marketing strategies and other important matters, all while enjoying reduced labor costs and increased website traffic — backed by a highly qualified team of web designers. Below, we outline the reasons why businesses outsource web design to the Philippines.
For many foreign businesses, cheaper labor costs are one of the main factors influencing their decision to outsource their tasks. Hence — when you outsource web design to the Philippines — you’re not only cutting down on your business’s overhead and labor costs, but you’re also getting a visually engaging website that can further scale the profitability of your products and services.
According to the EF English Proficiency Index, the Philippines is one of the countries with the highest English proficiency, ranking at the 20th place as of 2023. Due to Filipinos’ proficient English skills, language barriers are eroded — ensuring smoother written and oral communication among overseas businesses and their offshore web design outsourcing staff.
Plus, given the Philippines’ culture and history, the country can effectively collaborate and forge strong working relationships with businesses in the United States or any western country without cultural clashes. When you outsource web design to the Philippines, the designers you’ll be working with will be familiar with common English slang and expressions.
The experience of Filipinos in web design — combined with their high level of education and English proficiency — make them a top contender among companies looking to outsource web design to the Philippines. Moreover, their drive to produce compelling web designs tailored to your organization’s needs reflect their hard work and competence in the field.
Being time-flexible is a plus when you outsource web design overseas. Fortunately, Filipino employees are known for their flexibility. When you outsource web design to your Filipino team, they can adjust to significant time differences to provide web design services to your business.
With Philippine-based outsourcing companies operating on a round-the-clock basis, you’ll have no problems requesting revisions and maintaining communication during working hours. In turn, this can help improve productivity and efficiency in web design project management.
Time and again, the Philippines has solidified its reputation as the “BPO capital” and “call center capital” of the world. Of course, this is all thanks to the government’s profound support for the BPO industry.
Local laws like the Special Economic Zone Act, or Republic Act No. 7916, enable the country to establish economic zones and forge industrial partnerships with other countries, giving the Filipino workforce a competitive advantage on the global market. The Data Privacy Act of 2012 — or Republic Act No. 10173 — also ensures your peace of mind as BPO companies will protect all the sensitive information when you outsource web design to your Filipino team.
Not only do these laws make the Philippines an attractive destination to outsource web design to, but they also help establish trust between foreign businesses and local BPOs.
For businesses looking to outsource web design, deciding whether to hire onshore or offshore web designers can be tough. Let’s take a look at their advantages and disadvantages.
Hiring in-house web designers means you don’t have to deal with language barriers, facilitating smoother and hassle-free communication between team members without accounting for cultural differences.
While it’s not bad to outsource web design to an offshore designer, an in-house web designer possesses ample knowledge of their local market’s consumer behavior, making it easier to design websites that appeal to their target audience’s tastes.
Because of the absence of time zone differences, you can better control the design and quality of your brand’s website. In case of revisions or urgent projects, your onshore web designers will get the job done quickly. If you outsource web design to other countries, you'll have to wait until the next business day for your team’s outputs.
In-house web designers — though they possess the same skill sets as their offshore counterparts — are often more expensive due to the higher labor costs in their home country. Hiring and training your onshore staff as well as investing in a bigger space or better equipment to accommodate your growing team entail additional costs. Due to higher overhead costs, many businesses choose to outsource web design to other countries, including the Philippines.
If, for example, your business is based in the United States, you’re more likely to hire web designers residing in that country. While they’re more familiar with the local market, there are plenty of talented web designers you can outsource web design to overseas.
With an offshore team, brands have access to a wider talent tool. Despite time zone differences, the offshore teams you outsource web design to can deliver quality work at a lower cost, driving more profit to your business.
In terms of scalability, offshore teams have the upper hand. This ensures your business’s flexibility when you outsource web design to foreign designers. Whether there’s a shift in market demand and consumer tastes, an influx of web design projects, or changes in the local economy, you can expand or downsize your workforce accordingly.
In addition, employing an offshore team of web designers gives you the gift of promoting your brand to a global audience — increasing your likelihood of gaining foreign customers. This reason alone incentivizes businesses to outsource web design projects overseas.
Time zones add a layer of challenge when deciding to outsource web design projects to another country. For example, the Philippines is ahead of Washington, DC, USA by 12 hours. This can lead to difficulties in setting an appropriate schedule for virtual meetings and maintaining productivity and quality control.
However, time zone differences are not an issue at all provided there is a standard of quality of outputs and open communication between you and your offshore members. Should you decide to outsource web design to the Philippines, most offshore web designers in BPOs are flexible, adapting to their client’s time zone to ensure real-time delivery of outputs.
Cultural differences can be a barrier when you outsource web design to offshore web designers. Some euphemisms in your home country may also not be understood by non-native speakers, even those proficient in English — potentially leading to misunderstandings and miscommunication.
Now that you’re ready to begin your outsourcing journey, below is a step-by-step guide on how to outsource web design to the Philippines— from finding the right agency or freelancer to establishing a long-lasting professional relationship with your offshore team.
Before you outsource web design to the Philippines, it’s important to take a hard look at your business’s workforce and budget. Here are three questions to reflect on:
Your answers to these questions should give a clearer picture of your organization’s shortcomings, and if these warrant a need to outsource web design to foreign countries.
Moreover, it’s also important to set expectations and present your potential outsourcing partner you’re going to outsource web design to with the scope, goals, and expected turnaround times of your web design projects. Identifying your website’s target audience and branding is paramount to helping your offshore staff incorporate proper design elements to engage your visitors.
There are a plethora of skilled freelancers and top creative agencies in the Philippines to outsource web design to. Generally, hiring a freelance web designer is more affordable. Freelancers also bring with them their skills, knowledge, and expertise to the table. But most of the time, they’re more suitable for short-term projects. They juggle multiple projects, which means they have more access to their clients’ data — which can be risky in case something goes awry on the freelancer’s end.
Likewise, partnering with outsourcing companies in the Philippines is a cost-effective endeavor, with the added bonus of developing long-term partnerships with your offshore Filipino web designers. Most of all, you don’t have to worry about data loss when you outsource web design thanks to the Data Privacy Act of 2012.
Before you outsource web design tasks, conducting a background check on your outsourcing partner is paramount to your organization’s success. Whether it’s reviewing their official website or portfolio, scheduling a call, or reading about Filipino culture and laws, you’ll be able to gauge if a freelancer or a BPO you’re going to outsource web design to is culturally compatible with yours and competent in delivering quality web design work.
At this point, you’ve probably chosen the best BPO company to outsource web design to in the Philippines. Now, you’re ready for the next step: contract signing. The outsourcing company will provide a contract for your partnership, highlighting the responsibilities of both parties to ensure they’re met as expected when you outsource web design projects. Likewise, you can present an outsourcing firm with a contract or a non-disclosure agreement (NDA).
Before signing a contract, be transparent about your goals and the complexities of your web design projects. This way, the BPO firm can train and onboard the right people for your business.
Whether it’s Slack or Skype, having a dedicated platform for communication makes starting team-wide meetings, consolidating tasks, and reporting issues more convenient for your offshore web designers and Point of Contact (POC). It also promotes accountability for both parties.
When you outsource web design to your offshore team, don’t forget to set up login credentials for websites and provide access to web design tools, so your Filipino team can design your website to perfection.
Once you begin to outsource web design tasks, performance monitoring will be vital to your business. By making sure your offshore team meets Key Performance Indicators (KPI) and other performance metrics, you set your outsourcing staff for success and your organization for increased revenue.
Maintain frequent communication with your outsourcing agency’s POC, so you can provide regular feedback on your offshore staff’s design choices. This way, you can expect the same level of quality and professionalism when you outsource web design projects in the coming months.
Web design is not just an art; it’s a science of strategically asserting your brand to your potential customers. From the typography to the layout of the visual elements, creating a website that’s as creative as they are effective in converting visitors takes time.
This is where you can start to outsource web design projects. At KDCI, you’re not only getting web designers with an artistic eye, but also those who can maintain the overall functionality of your website. With more than a decade of experience in the outsourcing industry, we are confident that we are more than capable of taking your brand to new heights.
Learn more about creative and web design outsourcing. Contact us today!
There are many countries that make amazing outsourcing destinations in 2024, but we’ve narrowed down the search to help you outsource software development services by shortlisting three countries this 2024.
Since the early 2000s, the Philippines has provided IT education. And following in the footsteps of call center outsourcing in the 1990s, IT boomed around 2010s, which pushed local schools to double down on IT education to match the growing demand for IT professionals globally. This kickstarted the growth of Philippine IT-BPO industry (also known as IT outsourcing or ITO), making IT services, one of its biggest outsourced services to the US, Australia, and European markets.
At present, revenue of the Philippine IT services sector market is set to reach US$2.26bn in 2024, growing annually at 9.76% from 2024 to 2029. This is higher than the global growth rate of 5.76%, making the Philippines one of the top IT outsourcing destinations globally.
Among the services offered by IT outsourcing companies in the Philippines, the most popular are software development, followed by customer & IT support and back-office support & data management. What draws companies to outsource IT services to the Philippines are its cost-effective solutions, large pool of skilled workers, as well as its cultural affinity with Western countries.
A developing country in South-East Asia, the Philippines has one of the most competitive labor costs globally, with rates that are lower by up to 70% than those in the US, Australia, and Europe.
While the average cost of hiring a software developer is US$55.40/hr (US), US$58.65/hr (AU), and US$93.00/hr (UK). The cost to outsource the same to the Philippines is around US$30/hr, inclusive already of resources and tools, government mandated benefits, on top of the salary. This cost difference compounds significantly, attracting many Western companies to work with Philippine IT outsourcing companies.
With its large, highly educated population, the latest reports suggest that there are over 190,000 skilled developers in the Philippines. This large pool of talent is a great way for companies to access specialized skills, such as knowledge of coding languages like Javasript, Python, CSS, and more.
Another reason to work with Philippine software developers is the Philippines’ excellent English. Given its background as a former US colony, the Philippines’ medium of instruction has been English for decades. This is reflected in most Filipinos’ ability to speak English and communicate well with people from English-speaking countries like the US, Australia, and the UK. Not to mention, Filipinos’ English accent is generally considered more neutral than other English-speaking Asian countries, which can aid in communication and collaboration.
A global IT outsourcing powerhouse, India has been developing its IT and software development services since the 1980s, which gives it a head start over its competitors. This advantage allowed it to dominate the market, especially as the Indian government liberalized the economy in the 1990s, leading to its IT boom.
This policy attracted many global companies to build their offshore IT and software development operations in the country, particularly in cities like Bangalore, Hyderabad, and Pune.
Today, India holds a significant chunk of the world’s IT outsourcing market, with its highly qualified skilled manpower, English proficiency, as well as their solid reputation in the industry.
As India has the largest population in the world in 2023, along with it being known globally for its IT services, it’s no surprise it has millions of developers that can be tapped by foreign companies looking to outsource software development. With such an overwhelming number, there’s no shortage of skills when it comes to development. Most coding languages needed can be found in a skilled Indian software developer.
The British ruled India for over 200 years, ensuring wide-spread English adoption. This equipped Indian developers with the communication skills needed to collaborate with global companies for offshore projects.
With India’s strong reputation in technological services, its IT outsourcing industry is on a continuous rise and is unlikely to slow down anytime soon. And with the growing demand of tech professionals globally, India is likely to produce more professionals like software developers with world-class skills. This makes many global companies trust Indian software developers and want to offshore to India.
Since the 2000s, Poland began its outsourcing sector, revolving around service like IT, which it’s widely known for today. As a European nation with relatively lower labor costs than neighboring countries like the UK, Spain, and Sweden, Poland easily became a strategic location for European outsourcing.
As global outsourcing companies built offshore centers in cities like Kraków, Warsaw, Wrocław, and Poznań, Poland became known for its IT outsourcing, particularly their talented software developers.
This is reflected in their steadily growing IT outsourcing industry and with IT outsourcing accounting for 8% of the country’s GDP. This progress has made outsourcing software development to Poland very attractive, with primary drivers being cost savings, strategic location, and its skilled workforce.
Rates in Poland are 20-30% lower than those in the US and Western Europe, making it a great option for reducing overhead costs in software development.
Unlike other top outsourcing destinations for software development, Poland is located in Central Europe, much closer to countries with that outsource a lot of development work like the US, UK, and other European nations. This makes Poland not only an outsourcing destination, but a top nearshore destination, with minimal time zone difference.
There are hundreds of thousands Polish developers, top in the CEE. This is a good indication of the country’s extensive variety in terms of skill and specializations, making it an attractive location for tapping into emerging technologies.
As seen in the top 3 countries for software development outsourcing, the main reasons to outsource include cost savings, large pool of skilled developers, as well as easy of communication and/or collaboration brought about by language and cultural similarities as well as geographical position.
In the wake of a global pandemic that shook the world, there are major risks in global economy in 2024.These create uncertainty which urges companies to seek solutions that help them stay agile in the face of unpredictable market changes. And with rising costs and highly competitive job market, many developed nations choose to outsource to save money and improve efficiency in their businesses. Outsourcing to developing countries lends businesses a competitive advantage, not only by providing more flexibility and scalability, but also by giving them access into new markets.
Another reason to outsource software development is due to the nature of the work requiring specialized skills. It takes six months to a year on average to develop a deeper understanding of a programming language, and it takes even longer to learn how to resourcefully implement solutions using a specific coding language. This increases the demand for software developers, especially with the rapidly advancing technological landscape of 2024. With companies needing to go digital, many require custom and robust yet user-friendly software. And with the rising cost of labor, it becomes more attractive to outsource such specialized skills to countries with large pool of skilled developers like the Philippines, India, and Poland.
The nature of outsourcing entails working in different locations. This poses a threat to communication and collaboration, both of which are vital to the success and quick turnaround of development projects. Given this challenge, it’s imperative that companies work with software developers who have the ability to communicate and collaborate as seamlessly as possible. Such applies to both language and cultural affinity, as well as time zone similarities.
With both the Philippines and India having large populations of English speakers, their software developers are able to work well with countries from English-speaking nations, as long as they adjust their shifts to align with the time zone of their clients. Meanwhile, Poland is a European country, with language, culture, and time zone similarities to European nations that make it a very attractive location to outsource software development.
Whatever your reason may be for outsourcing, it’s important to work with a reputable outsourcing agency with highly skilled software developers to ensure the success of your project.
At KDCI Outsourcing, we’ve supported multiple global brands from across the world, providing them with skilled and vetted software developers who are proficient in various programming languages like JS, CSS, and Python to ensure the smooth execution of work and the delivery of high-quality software.
Interested to learn more about software development & IT outsourcing? Contact us today!
A study by McKinsey found that companies that prioritize customer experience achieve more than double the revenue of companies who don’t provide as good CX. This highlights the value of great customer service in business success and the importance of choosing how and who to outsource customer service operations to.
Holding 10-15% of the global outsourcing market, the Philippines is one of the leading outsourcing destinations globally, especially for customer service. Below are reasons why.
When outsourcing to an offshore destination, the biggest barrier is language. While English is an international language spoken all around the globe, many countries don’t have high English proficiency. Meanwhile, the Philippines is the 3rd largest English-speaking country globally and ranks 2nd in terms of English proficiency in all of Asia. This gives them an edge over other top outsourcing destinations like India, Malaysia, and South America, in terms of customer service, especially since their known to have a more neutral English accent.
Hospitality is one of the key traits of a good customer service professional. And this virtue of being warm and welcoming to guests and visitors is embedded in Philippine culture, passed down from one generation to the next. It’s in the Filipinos’ DNA to be hospitable, which is reaffirmed by the Philippine being one of the friendliest countries in the world. With this hospitality, Filipino customer service specialists have made a name for themselves as warm and friendly agents, offering best-in-class customer service.
As one of the key drivers of the country’s gross domestic product (GDP), the Philippine business process outsourcing (BPO) sector receives government support. From the Board of Investments, Philippine outsourcing companies enjoy tax holidays, tax exemptions, and simplified import and export procedures. Meanwhile, the Philippine Economic Zone of Authority (PEZA) provides incentives for companies in the BPO industry, including those providing customer support outsourcing services. These helped the industry to continuously grow despite the Covid-19 pandemic, a testament to the stability of the Philippines in terms of a customer service outsourcing destination.
The Philippines may not have the largest population, the most educated workforce, or the best infrastructure, however, it still manages to outshine other countries in terms of call center services. This is why the Philippines remains the call center capital of the world despite tight competition -- its large English-speaking population, high English proficiency, robust government support, competitive pricing and tax incentives, all make the Philippines a hard-to-beat outsourcing destination, especially for voice-based services like customer support and after-hours support services.
It’s almost impossible to talk about the Philippines as an outsourcing destination without mention of its significant cost saving potential. As a developing nation with lower labor costs relative to countries like the US, UK, and Australia, the Philippines can offer up to 70% cost savings through outsourcing. Not to mention, the cost of outsourcing already includes benefits, infrastructure, management fees, and so on, eliminating the requirement for many resources that contribute to even greater savings for foreign clients.
When it comes to outsourcing customer service and support to the Philippines, there are multiple arrangements you can engage in depending on your objectives and preferences. Below are four ways you can take advantage of Philippine customer service outsourcing!
Traditional call centers provide dedicated customer service teams that handle inbound and outbound calls. These centers are equipped with the necessary infrastructure and technology to manage high call volumes efficiently.
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Dedicated offshore teams are exclusively assigned to your company, working as an extension of your in-house team. These teams can be tailored to meet specific business needs and are fully integrated into your processes.
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Shared service centers provide customer service support to multiple clients. These centers use pooled resources to deliver cost-effective solutions without compromising quality.
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Hire freelance customer service agents for short-term projects or to handle peak periods. This model offers flexibility and cost savings for businesses with fluctuating customer service needs.
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Whether you choose to outsource customer service by working with one of the top call centers in the Philippines, by building your own dedicated offshore team, or by employing shared service centers or hiring freelancers, it’s important to follow the right process to ensure outsourcing success. Here are the steps you should take to help you achieve your customer service objectives through outsourcing.
Before outsourcing, you want to do a thorough review of your current customer service processes, understand the pros and cons of call center outsourcing that are specific to your business, and identify areas of improvement that can be addressed through outsourcing.. Determine which roles or processes you want to outsource, and list all the tasks involved. Know the level of complexity of the tasks, and already set criteria on the skills and experience needed when outsourcing the role or process.
With clarity on what you need, start looking into the top customer service outsourcing companies in the Philippines to find out whose services and expertise match your requirements best. The goal is to find an outsourcing partner who’s worked with companies similar to yours. This ensures a smaller learning curve, easing transition, minimizing errors, and maximizing efficiency.
When researching, start by looking at the companies’ websites and social media profiles. Check out case studies and portfolios to see their past work and gauge whether they can meet your expectations. And lastly, book meetings or calls to get better insights in the companies’ solutions and capabilities.
Once you’ve selected an outsourcing company, discuss expectations with your service provider. Talk about timelines, customer service outsourcing costs, potential hidden charges, and contract length. Timelines are crucial especially for companies who don’t have customer service teams ready to go. Meanwhile, costs and hidden fees need to be identified early on – will you be charged if there’s rework? How much do overtime pay cost? And if you choose to sign the contract, how long will it last, and what would happen if you want to end it early?
Knowing these details prior to contract signing helps you understand the agreement you’re entering, and will guide your outsourcing partnership, ensuring the best outcomes.
Your Outsourcing partner will source, hire, train, and vet your offshore customer service team in the Philippines. Then, you will work together in onboarding your offshore customer service team, introducing them to your systems and processes, giving them access to tools, and introducing them to key stakeholders.
Once they’re full onboarded, the last step is to manage your offshore team. This has never been easier with outsourcing partners managing everything for you. So you just receive reports, communicate regularly, and have meetings whenever needed to ensure alignment in terms of goals.
How do you provide the best experience to your customers while being efficient and cost effective? The answer is to outsource customer service to the Philippines, particularly, to a company like KDCI Outsourcing with over a decade of experience providing high-quality customer support to customers in various industries like retail, healthcare, and property management.
Learn more about outsourced customer service with KDCI. Contact us today!
Bookkeeping is the management and organization of financial transactions, keeping them in systematic record for a company or individual. The reason why someone would outsource bookkeeping is to help keep track of a company’s financial success, which is essential to the future growth of a business.
Having experienced bookkeepers on your team is important to the success of your organization. Experienced professionals can generate accurate financial reports and manage transactions seamlessly.
Although some businesses are able to staff their own bookkeepers in-house, many companies are looking for an alternative option. The answer several businesses have found is to outsource their bookkeeping team abroad, specifically to the Philippines.
Outsourcing or offshoring is a great option for your company because it has many benefits overall. Being able to operate offshore your bookkeeping team helps relieve any extra burdens that might be in-house, giving your company more flexibility. Outsourcing also provides you with a wide range of skilled professionals in accounting, who are ready to support your business with any bookkeeping needs.
Although there are many countries famous for their outsourcing services, we found that the Philippines is becoming a top outsourcing destination for many reasons.
One of the most attractive benefits of outsourcing bookkeeping to the Philippines is how cost-efficient it is for your business. Because of the lower labor cost in the Philippines, it is much more cost-effective for your business to outsource your bookkeeping team.
For example, the average bookkeeper in the United States makes about $45,500 USD, annually while the average bookkeeper in the Philippines makes about $6,000 USD.
With such a significant difference, despite extra costs that come with benefits, resources, and other factors, outsourcing to the Philippines is still up to 60% lower than hiring an onshore staff in the US. This benefit attracts many companies throughout the globe to outsource their bookkeeping needs to the Philippines.
Outsourcing companies provide a wide range of experienced professionals in the field of bookkeeping. With the Business Process Outsourcing (BPO) industry growing, about 1.3 million Filipinos are being employed, with many individuals going into the field of finance and accounting. Many professional outsourced bookkeepers in the Philippines are experienced in accurately recording your company's financial transactions. These individuals can manage them in an organized manner, reducing the risk of penalties and errors that may arise.
Many Filipino bookkeepers are also updated on the most recent tools and resources for bookkeeping such as Quickbooks and Microsoft dynamics 365 Finance & operations. Using the most efficient technology allows for the most accurate records and management of company finances.
Another advantage of outsourcing bookkeeping services is the ability to adjust your team easily. Depending on your needs, you can scale the size of your bookkeeping team. With this flexibility, you can quickly adjust to changing needs and effectively manage your company’s finances.
Managing an in-house bookkeeping team can be time-consuming, leaving less time for other important tasks that your company has. One of the many benefits of outsource bookkeeping allows you to focus on core business activities such as sales and marketing, that drive revenue growth.
Businesses that outsource their bookkeeping team also save time and costs when it comes to training new employees. By outsourcing bookkeeping services, it eliminates the need for extensive training and allows for a smoother transition. Many Filipino bookkeepers are experienced and well-versed in this field, giving you the most accurate records and transactions.
If you have never outsourced or offshored a team abroad, you may be unsure of how to start building your bookkeeping team. Below, we have broken down this challenging process into 5 steps to help you outsource your bookkeeping team!
Based on your company's needs, you can determine the specific bookkeeping services needed by your corporation. Knowing which specific services, such as payroll processing or general ledger management, can help you build a strong bookkeeping team.
A vital aspect when outsourcing bookkeeping is to find a reliable outsourcing partner such as KDCI Outsourcing, to help build your team. When finding an outsourcing partner, it is important to find a firm that you can trust, rely on, and seamlessly collaborate with.
Communication is key when it comes to an outsourcing partnership and making sure you communicate your needs is important for smooth collaboration.
Your outsourcing partner should be able to support your company and should be like an extension of your team. This support should not stop at just helping manage your operations; a good outsourcing partner should grow with your business, giving valuable feedback to help you improve your operations to achieve your business goals.
For the best outcome, ensure your outsourcing partner has experience using bookkeeping tools and resources. It is important to use reliable and credible accounting software, for accurate records and quality solutions.
Also implement clear communication channels, for team meetings, progress reports, or any concerns you may have during the partnership.
Outsourcing your bookkeeping eliminates the need to conduct training, allowing you to reallocate resources to better address your financial needs.
Create a thorough plan to transfer bookkeeping responsibilities to your partner. The plan should include a list of expectations, deadlines, and progress evaluations. Share any essential information about business processing as well as inform them about your company’s communication style and work systems.
The last step is to evaluate and review progress as often as necessary for growth and improvement. One way to measure growth is to set up key performance indicators (KPI) which are tracked regularly. Over some time, you will be able to evaluate performance, and depending on your current needs, you can optimize operations to improve your business.
Also continue to communicate any concerns or further adjustments to your partner; set up meetings whenever necessary.
We understand that it can be difficult to find a partner for outsourcing bookkeeping, that you can rely on and easily collaborate with, and goes beyond providing services, but is set on helping your company grow.
Here at KDCI Outsourcing, we are committed to helping you build an offshore bookkeeping team that is dedicated to addressing your accounting and finance needs. With a team of experienced and highly skilled individuals who specialize in finance management, credit control, general ledger, and more we'll help you achieve your business goals.
Learn more about outsourced bookkeeping, finance, and accounting. Contact Us today!
Web design services are any professional services for designing your website, including layout design, graphic design, UX/UI design, responsive design, or even services such as website hosting, website maintenance, content creation and management, and search engine optimization (SEO).
The goal of web design services is to create websites that effectively captures a brand’s look and feel, while also meeting the expectations of the user. This is done by striking the right balance between portraying a brand faithfully and creating an aesthetically pleasing and user-friendly interface that caters to users’ needs.
A huge reason to outsource web design services is cost savings. Next is to give one’s organization better focus on core functions, to improve efficiency and productivity, and to enhance results by leveraging outside expertise in web design.
As mentioned above, one of the key reasons for outsourcing web design is cost savings. As one of the countries with the lowest costs of labor, the Philippines allows companies in developed nations to save up to 70% on their operational cost. This easily puts the Philippines at the top of the list when it comes to top web design outsourcing destinations.
Next is the ease of communication. As the Philippines is the 3rd largest English-speaking country in the world, with the second best English comprehension in all of Asia, it’s a top outsourcing destination for English-speaking countries like the United States, United Kingdom, and Australia as communication isn’t a problem. This makes collaborating across countries and time zones easy!
Another reason people love outsourcing web design services to the Philippines is because of its large pool of talent. The country has a large pool of talent, with many schools teaching design, including those focusing on websites and UX/UI, that equip Filipino web designers with the necessary skills to become globally competitive when it comes to web design.
Combining the low cost of labor, easy communication and collaboration, and no shortage of skills, the Philippines is a great place to outsource web design services to!
As one of the leaders in outsourcing, the Philippines has over 800 BPO companies, offering a wide range of services! With so many choices, outsourcing web design services to an outsourcing company in the Philippines can be intimidating. We’re here to help and give you the step-by-step process.
Outsourcing may be a cost-effective way of getting web design done, but it requires a thorough review of your current operations and your website. Do you have inhouse designers? Do you need additional web designers to support your operations? Or do you need an outsourcing partner to do everything for you?
Next, ask yourself, what kind of web design services do you need exactly? Do you need UX/UI design, and responsive design, or do you need graphic designers and multimedia designers to support your web design?
To help give you an idea of how web design outsourcing works, you can check out these design case studies.
With a clear idea of what you need from your outsourcing service provider, it’s time to shop around. You can do your own research, or you can check out this list of the top creative agencies in the Philippines of 2024.
The goal is to find a great web design agency that can become your outsourcing partner and support your needs. While Philippine outsourcing companies have a reputation for providing high quality services, there are still differences per company. You want to look for a company that has experience supporting companies similar to yours. You can look at their work, like those displayed in this KDCI design portfolio, and see if their designs aligns with your vision for your website.
Once you’ve shortlisted the companies you want to work with, you want to book meetings to discuss how they’re able to meet your requirements. During this meeting, you want to ask for proposals to check out their terms and conditions, the pricing, as well as the roles and expertise they can provide. You also want to discuss things about exit clauses, length of the contract, as well as communication methods, shift schedule, redundancy and potential downtimes.
Once you’ve decided to go with a web design company over the rest, the next step is to sign the contract. Make sure you go over all the clauses, and find out if there are any hidden costs, how long your offshore team can be onboarded, and when the contract is going to be binding. Pay close attention to tools, and find out whether the outsourcing partner will shoulder the costs or if you will.
While most companies like KDCI Outsourcing do hiring, vetting, and training without additional costs, some companies might charge extra. For plugins or other tools you require for your web design, also find out if you’ll be charged for it or if it’s included in the outsourcing fee. Should you require overtime or revisions, will these be included in the service, or will be charged more?
Once you’ve signed a contract, your outsourcing partner takes care of everything from sourcing and hiring your offshore web designers to training and onboarding them. You will be involved in the onboarding process to help integrate your offshore Filipino web design team with your organization. If you have an existing in-house design team, you should introduce them to each other, and give your offshore team access to the tools they need to do your web design.
During onboarding, you also want to set expectations with your offshore web design team. Discuss their KPIs, communication frequency and tools, and timelines. These ensure alignment to prevent miscommunication or missed deadlines.
With your offshore web design team fully onboarded and productive, you can enjoy high-quality web design. Your account manager will provide you regular updates and reports, and if needed, communicate any concerns with you. Your entire web design process can be managed for you so you can have your vision for a beautiful website come to life in the form of a user-friendly and on-brand website!
When discussing the cost of outsourcing to the Philippines, it’s challenging to give a ballpark figure as the rate varies depending on the scope of service, expertise, and skills required, as well as the number of people involved and length of the contract.
The outsourcing amount typically comes with many inclusions, the usual includes hiring and set up fees, resources (device and internet connection), and benefits (13th month pay, night differential, social security, savings contributions, and health insurance). On top of this, companies can provide their own value-added services.
While it’s difficult to put a definite number as to how much it would cost to hire an offshore web designer from the Philippines, you can get an estimate by looking at the stark difference in average rates that web designers make in various countries.
The average web designer in the United States makes $5,833/month while the same makes $7,642/month in Australia and £2,500 (~$2,706) per month in the UK. Meanwhile, an average web designer in the Philippines is paid ₱40,000 (~$685) per month. The difference is huge, so much that even with added costs such as management fees, training and onboarding fees, and additional costs for resources and benefits, outsourcing to the Philippines is still able to save a significant amount of up to 70% for companies.
A website plays an important role in a company’s branding and online presence. A website can make or break a company’s branding, impacting its marketing efforts and ultimately, its sales and bottom line.
With so much at stake, it’s important to find an outsourcing partner who can do your web design well to ensure your branding is conveyed properly while providing the users the best experience possible. At KDCI Outsourcing, we understand the role of good web design, and with over a decade’s experience designing on-brand, user-friendly, and high-converting websites for clients from various industries, we are more than happy to build you an excellent offshore web design team that can meet your requirements.
Learn more about creative and web design outsourcing. Contact us today!
Whenever people hear of the Philippines in the context of business, they usually think of lower labor costs. This is precisely why most people choose to outsource work to the Philippines. Not only does the Philippines have lower wages, around 70% less than in the United States. Because of this, outsourcing to the Philippines can make significant cost savings for companies in developed countries like the United States, UK, and Australia.
Another reason why these English-speaking countries love to outsource work to the Philippines lies in the country’s great English communication. Did you know that the Philippines is the 3rd largest English-speaking country in the world, with 2nd best English proficiency in all of Asia?
Compared to other countries in Asia that also have competitive cost benefits, the Philippines has much better English as Filipinos have a more neutral English accent, making it easier to understand and communicate with them. English is also the medium of instruction in Philippine schools, hence majority of the population speaks English. This language advantage goes a long way in terms of communication & collaboration.
When it comes to outsourcing, skills are very important. At the end of the day, you don’t just want cost savings, you want to maintain quality of service. This is why it’s important to work with capable people. The Philippines has a large pool of skilled workers, producing over 350,000 college graduates yearly. This workforce is easily tapped by foreign companies through 788 Philippine BPO companies.
It also helps that the Philippines has a long history in outsourcing, dating back to 1900s when the first contact center was established in the country. The industry has since greatly expanded, offering many more services than call center services, and now accounting for 10-15% of the world’s outsourcing market share. This excellent track record goes a long way in building trust and encouraging businesses to outsource to the Philippines than countries who are newer to outsourcing.
With many years in the outsourcing industry, the Philippines has many BPO companies that are more than familiar with outsourcing best practices, with excellent quality control protocols, flexible engagement models that allow companies to scale on demand, providing hard-to-beat agility that helps companies stay competitive in fast-evolving markets.
Combining the cost benefits of outsourcing work to the Philippines, along with the country’s excellent communication, large pool of talent, and excellent track record, no wonder many companies continue to favor the Philippines when it comes to outsourcing work.
Though historically, only large enterprises successfully outsourced their operations to offshore locations like the Philippines, in 2024, even SMEs, startups, and individuals are outsourcing work to the Philippines!
Outsourcing to the Philippines makes sense for companies based in countries with higher costs of living. This means countries in Northern America, Europe, Australia, and even Singapore. As wages continue to rise in these countries, businesses, especially those that are smaller and working with tighter budgets and in greater need for flexibility, outsource to the Philippines.
Some popular brands and companies that outsource work to the Philippines include IBM, Facebook, Amazon, Wells Fargo, HP, Microsoft, Nike, Google, Citi Bank, JP Morgan, United Health Group, and many more. To learn more about the impact of outsourcing on brands, check out our outsourcing case studies.
The cost of outsourcing to the Philippines can vary a lot depending on a number of factors, such as the type of role outsourced, the work coverage, length of contract, and seniority of the staff outsourced. Not to mention, each outsourcing company has additional services or value-added services that shape their costs.
But to give a ballpark estimate, one can expect to hire one full-time employee (FTE) for around $1,700 to $2,500. This is drastically different from the average wage in the United States of $6,455 per month.
Considering that this outsourcing fee also includes hiring, training, resources, management, and benefits, the cost difference is huge!
When it comes to outsourcing, there are two main categories – staff-based or volume-based.
The former is the traditional outsourcing business model. Companies outsource to agencies for staff augmentation. Each staff outsourced is called an FTE, and cost is paid similar to hiring someone full-time. This set up works well because many companies outsource because they couldn’t find inhouse or onshore talent with the cost or skills they’re looking for.
However, as the world becomes increasingly digitized and many organizations undergo digital transformation, newer outsourcing models are growing in demand. With AI and automation streamlining processes and reducing the need for human intervention, certain industries have no more use for full time employees, rendering the FTE business model obsolete and giving rise to volume-based business models.
The two most common examples of volume-based business models are project-based and retainer models. With project-based outsourcing, a company only outsources the support they need for a fixed period of time. This means only getting the help they need when they need it. Meanwhile, retainer based models work with those who have regular work but fluctuating volume. As the demands change, it’s helpful to have someone on call to do the work. However, since the work volume isn’t constant, it isn’t practical to keep them as full-time staff.
These volume-based work allows companies to enjoy more flexibility, which lowers both the cost and risk of outsourcing. This development in outsourcing is making waves and rendering outsourcing a more attractive prospect for businesses.
To outsource work to the Philippines, one can follow the below steps.
Outsourcing may be a low-cost and low-risk business strategy compared tow hiring inhouse, however, it’s still a commitment. You have to find out if outsourcing is a right fit for your business, and you can do this by assessing your current operations. Identify the needs or areas of improvement that you’d need outsourcing to address. Then, identify which roles you need to outsource.
With a clear idea of what you want to outsource and what you want to come out of it, the next step is to find an outsourcing partner who can provide what you need. To do this, you need to conduct some research. First, consider the pros and cons of outsourcing to the Philippines before coming to a decision.
If you’ve decided to outsource to the Philippines, the next step is to choose the company. Look for a company with:
This quick checklist will help you find a company that can support your requirements and has the expertise in your type of business to ensure a successful outsourcing experience!
Once you’ve selected the company you want to work with, you should get a clear understanding of what happens when you outsource. A good outsourcing partner will give you a clear timeline, with all the events calendared to set your expectations.
This calendar should include important events such as hiring, training, onboarding, and go live. You should also know how much you’re going to pay and when you will start making payments. Are you allowed to have overtime work? What happens when there’s downtime? What if there are interruptions to production? How will performance be measured?
Find out the answer to these questions, and make sure you have them in writing before signing that contract.
With a clear objective in mind, a reliable outsourcing partner, and a contract, you’re ready to enjoy your outsourced work. Focus on more important things while your outsourcing partner takes care of your operations. Receive regular reports and feedback on how you’re operations are going, and let your partner know your objectives so they will help you reach them. Then, watch your business grow!
Outsourcing to the Philippines can be overwhelming, especially if you’re doing it for the first time. With over 800 BPO companies in the Philippines, how do you know who to work with?
At KDCI Outsourcing, we take the guesswork out of outsourcing. With our commitment-free exploratory call, we’ll help you identify whether outsourcing is for you and whether we’re the right partner to fulfill your requirements.
Discover how to outsource work to the Philippines fuss-free. Contact us today!
Call center services, also known with contact center and call center outsourcing, refer to a type of support function which handles interactions with customers or the like. This can come in multiple forms, such as through calls, emails, live chats, and other communication channels. These may also revolve around fielding incoming communications (inbound) or conducting outreach campaigns (outbound). The goal of call center services is to improve customer satisfaction.
As a service, its benefit for clients is its ability to streamline certain business processes like customer service, tech support, admin support, or sales. The goal is to enhance the overall operational efficiency of an organization.
When it comes to call center services, they may come in the form of calls, emails, live chat, or any other form of communication. And when classifying them into different types, there are two overarching categories and several services under each.
From the word “inbound,” this type of call center service refers to all incoming communications. Below are the most common types of inbound communications that call center specialists handle.
The most common call center service is customer support. With a large number of B2C or direct to consumer businesses, many are looking for services that will help them answer customer queries, assisting with their complains and issues.
As companies becoming increasingly digitized, it’s become more common for people to encounter technical issues or difficulties, requiring technical support. This service aims to provide assistance with technical issues, such as through troubleshooting or guiding customers through problem-solving processes.
With many deliveries and shipments happening all over the world, there are bound to be hitches. And that’s what order processing services are for – handling calls related to product orders such as by taking orders, processing payments, and confirming deliveries.
There’s a rise in digital products, and with it comes the need for help desk services which provide support and assistance to users or customers with technical issues, inquiries, and service-related requests. As demand grows, more businesses are also evaluating the cost to outsource help desk services to ensure they can scale support efficiently without overspending.
This service provides assistance on booking and managing services for various services such as hotels, flights, restaurants, and events. The primary task involves securing and modifying bookings according to the customer’s needs.
Similar from reservation services, but a bit more broad are concierge services, which offer recommendations, arrange transportation, plan itineraries, and even handle special requests to help customers, usually in the context of travel.
The opposite of inbound, outbound call center services refer to all outgoing calls conducted. Below are the most common types of outbound call center services that call center specialists handle.
The most common outbound call center service is telemarketing, where an agent conducts sales outreach, calling people to promote products and services.
Another reason to do outbound calls is to gather data. Market research services involve calling people to survey or gather feedback to understand customer preferences and market trends.
This type of service focuses on after-sales care, and involves reaching out to people to follow-up on their satisfaction with products or services
The Philippines is the world’s call center capital! Why?
Besides being known for its significant cost savings because of its lower cost of labor, the Philippines has excellent English, making Filipino call center agents amazing at communicating over calls.
The Philippines also has a very high literacy rate, ensuring there’s no shortage of talent when it comes to their call center companies.
Together, these contribute to the Philippines’ excellent track record as a reliable call center outsourcing destination. This also paved the way for the steady growth of its call center and BPO industry through the years!
Once you’re convinced you want to outsource to the Philippines and are aware of the pros and cons of call center outsourcing, the next step is getting started. Philippine customer service outsourcing can sound intimidating, but it’s actually pretty simple. To break things down for you, we listed the process into 5 steps so you have a clear idea of how things will go.
Before starting anything, know what you want to outsource. With the different types of call center services listed above, it should be easier for you to identify which particular service you need.
But aside from that, you should identify how much work needs to be done. How many calls need to be handled or conducted every day, week, month? For how long will you be needing the service? Will there be surges in call volume or will it be relatively consistent?
Make sure you have the answers to these questions before you even meet with any outsourcing company to discuss work arrangements.
Once you have a clear picture of what you need, it’s time to shop around. The best method to find a reliable outsourcing partner is by referral. Do other businesses in your network have an outsourcing partner they can recommend? If not, there’s always Google.
Do a quick search and you’ll find numerous Philippine call centers. To make things even easier for you, here are the best call centers in the Philippines and help desk outsourcing providers to get you started. All of these companies have multiple ways you can connect with them to learn more about their services.
Pay attention to the details when communicating with them. While all customer service outsourcing companies offer the same benefits – cost savings, access to talent, specialized skills, etc. Each company would have an edge. Some are more cost-effective, some are more technologically advanced, some provide more flexibility in terms of contract, and some offer multiple engagement models to accommodate different needs.
At the end of the day, the right outsourcing partner will depend on your priorities.
Once you’ve selected the outsourcing partner, you’ll start planning on how to get your offshore call center operations started. This process involves setting expectations – what are the key performance indicators (KPIs) they have to meet? What hours will they be working? How many agents will you have dedicated to you? What are the payment terms? Are there any hidden charges, and how do you avoid them?
These are important questions to answer during your discussion with your outsourcing partner because it will prevent any surprises or disappointment later. It also helps you finalize the details that will go into your contract!
After contract signing, the next step is for your outsourcing partner to source, train, and vet your offshore call center team in preparation for their work for you. They’ll undergo training for your brand, products and services, and will be equipped with the necessary tools to support your customers. This involves getting accounts and credentials to communication channels where they’d connect with your customers.
These efforts go toward preparing them to provide your customers with the best service, ensuring positive customer experiences, reflecting well on your brand. Another objective is to ensure they have what it takes to integrate with your system and culture, being able to use your tools and represent your brand to customers.
And once your offshore call center team is ready to go, you will be given a quick demonstration to prove their readiness. With your go signal, they’ll begin servicing your customers under the guidance and supervision of your outsourcing partner.
You’ll receive regular reports on how your call center is doing, with feedback for improvement. With your call center taken care of, you can focus on other areas of your business, streamlining your processes and optimizing the use of resources.
Now that you know everything you should about call center services, it’s time to work with the best call center Philippines has available. Reach out to a reliable call center company in the Philippines!
At KDCI Outsourcing, we specialize in providing tailored call center services, with focus on customer service & sales, retail & eCommerce support, administrative support, and more! Our goal is to streamline your call center operations using AI and automation for maximum cost savings and efficiency.
Learn more about our call center services. Contact us today!
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.
