How to Outsource Telemarketing to the Philippines

A call center such as one that you would outsource telemarketing to is essentially a customer service operation where agents or representatives call individuals or companies on behalf of a client, like your company. They might also interact with your current customers regarding issues ranging from inquiries to complaints. Many U.S.-based companies are now outsourcing their telemarketing and customer care call centers to offshore companies which specialize in these services, such as the Philippines, where business can be conducted in a cost-efficient manner.

Things You'll Need

• Lawyer or attorney
• Call center scripts

Instructions

Outsource Telemarketing to the Philippines

1. Consider the bottom line. Countries such as the Philippines are among the least expensive places to acquire skilled and knowledgeable call center agents with a high level of English-proficiency. The wages paid to call center agents in countries such as the Philippines may be as much as 80 percent lower than those paid to their similarly skilled U.S. counterparts.

2. Understand that the cultural affinity created by the American occupation of the Philippines may work to your company's benefit. This similarity in modes of conducting business as well as the natural neutral accent of most professionally trained call center agents working in the Philippines will help maintain consistency in the image you project of your company while conducting a telemarketing campaign.

3. Shop around for a call center which will customize its practices to your needs. If your campaign requires telemarketing across multiple time zones, work with call centers which operate using a two- or three-shift schedule.

4. Request that all telemarketing scripts have up-sell features built in. These generally consist of questions or commentary which will lead the consumer to purchase more than the basic product or service your company offers. This kind of customization of call center scripts should be standard with any telemarketing agency agreement.

5. Ask about additional services such as lead generation and contact list clean-up. Companies in the Philippines are currently competing with similar industries in countries such as India and Mexico, making them more likely to bundle services together for a lower overall fee.

Tips & Warnings

• Talk to your legal staff to learn more about the United States National Do Not Call Registry, which may limit who your outsource partner can call during your telemarketing campaign. It is your responsibility to confirm that your outsourcing partner is in compliance with this registry and your company may face significant fines if anyone acting on your behalf violates it.