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BPO Philippines has been adopting a remote strategy for a year, is it time to permanently conform to it?
Employees around the world are becoming accustomed to business-wide remote work arrangements, video conferences, and virtual collaborations.
These measures started as countries implemented varying degrees of lockdowns to combat the global coronavirus outbreak.
But with new strains emerging, is it time to permanently accept a remote workforce strategy as the new normal for BPO companies in the Philippines?
Is a Work From Home Setup Effective in BPO Philippines?
Due to the COVID-19 virus outbreak, outsourcing Philippines has become a hotspot of many innovative remote strategy strategies. But is it effective? So to properly assess it, we break it down into three components:
1. The People
How do Filipino professionals and BPO Manila Philippines agents feel about working remotely?
The truth is, that working from home has a positive impact on employees.
In the Philippines, 8 out of 9 professionals are satisfied with their current remote working arrangements, with 9 out of 10 reporting a similar or higher level of productivity while working from home.
As a result, more than nine out of ten professionals want to do more work from home in the future, and this could become a more important factor in determining employee job satisfaction or when they choose a new role.
While professionals in the Philippines benefit from less commuting time and greater flexibility from the comfort of their homes, they are also more distracted, less socially engaged, and subjected to more manager check-ins.
If we put them together side-to-side, it is apparent that there are more pros than cons.
Furthermore here are some benefits of WFH according to employees:
- Better Work-Life Balance
- Less Commute Stress
- Money Savings
- Positive Environmental Impact
- Impact on Sustainability
- Increased Productivity and Performance
- A Happier, Healthier Work Life
2. The Workplace
For decades, there has been a growing demand for flexibility in where and how people work. Before the crisis, surveys showed that 80% of employees wanted to work from home at least part of the time.
Over a third of those surveyed said they would take a pay cut in exchange for the option.
Outsourcing companies in the Philippines also experience this demand.
Employees and employers see that working from home has several advantages, one of which is having access to a wider range of job opportunities that aren’t limited by geography.
This is especially useful for job seekers in rural areas and small towns where there may be a limited number of local openings. And companies looking to get the best applicant out there.
Remote work enables companies to embrace diversity and inclusion by hiring people from different socioeconomic, geographic, and cultural backgrounds and with different perspectives.
This can be challenging to accomplish when recruiting is restricted to a specific locale that not everyone wants, or can afford, to live near.
By hiring employees who can work from home in the communities where they feel the most comfortable and supported, companies choose to support diversity, community, and family.
A huge plus for employees.
3. The Company and Client
BPO companies in Metro Manila’s primary driver of the work-at-home programs in recent years has been talent attraction and retention, but now, it is primarily about cost savings.
Organizational leaders, desperate to cut costs, discovered that they could accomplish more with less space.
Occupancy studies have since revealed how inefficiently office space was being used. Employees around the world are absent from their desks 50% to 60% of the time! That’s a colossal waste of cash.
If remote setups see an increase in happiness for employees, it may also translate to better and faster services for clients. To add to that fact, 46% of companies that outsource to the Philippines report having moved to a competitor after waiting too long.
Meeting customer expectations consistently necessitates the rapid deployment of the appropriate resources. Allowing a customer service representative to work from home is one way to ensure that a company keeps up with its customers.
This empowerment of employees has such a profound impact on customers that The Gallup Organisation reports that organizations that empower employees see an incredible 50% increase in customer loyalty.
Top SME-centered BPO Companies that Implement a WFH Setup
Convinced that WFH can be a feasible long-term strategy? Here are the top call center companies that you should consider working with:
Top BPO Companies in the Philippines 2019
| Rank | Company |
| 1 | Helpware |
| 2 | Flatworld Solutions |
| 3 | Fusion BPO Services |
| 4 | Magellan Solutions |
| 5 | Premier BPO |
Top BPO Companies in the Philippines 2020
| Rank | Company |
| 1 | Teletech |
| 2 | Magellan Solutions |
| 3 | Global Sky |
| 4 | KDCI Outsourcing |
| 5 | Propelrr |
Top BPO Companies in the Philippines 2021
| Rank | Company |
| 1 | Magellan Solutions |
| 2 | Six Eleven Global Teleservices |
| 3 | Cloudstaff |
| 4 | Infinit-O |
| 5 | Support Services Group |
Why BPO Philippines Thrives in a WFH Setup
While the common answer is safety during the pandemic, there are a lot of reasons why the work-from-home setup makes sense in the BPO Philippines landscape. Here are the following:
1. Technology enables smooth communication with customers and colleagues from any location
Technology-drive, specifically the cloud enables an effective communication approach between employees, the business, customers, and other stakeholders to work seamlessly. Cloud platforms in particular provide an easy and effective way to communicate among teams, share important documents, manage supply chains, process payrolls, manage marketing strategies, and many more.
All these are possible without the hassle of working face-to-face and yet efficiency is guaranteed. business processes are continuous at their optimal levels.
2. Happier employees lead to a lower retention rate
According to a study by Frost and Sullivan, the retention rate for employees in a WFH setup is 80% compared to onsite agents with 25%. Employee satisfaction reduces attrition rates. Also, productivity is optimal as more employees find the WFH setup ideal
3. Cost-saving for businesses
Company assets and resources are not in use when most of the employees are in WFH setup which helps in cost-saving on assets and liabilities. Also, employees who work in the comfort of their own homes tend to stay satisfied and stay with the company. This leads to cost-savings for companies that come in the recruitment and training of new employees.
Work With the Premier BPO Company in the Philippines
Magellan Solutions is the leading SME-focused company in the business process outsourcing industry in the Philippines.
With over 18 years of industry experience, we offer high-quality customer service support and call center services. On top of that, we are a certified ISO 27001:2013 and HIPAA-compliant company.
At Magellan Solutions, we combine technology such as ACD, CRM, and IVR with agent skills. We make sure that they have all the necessary tools, equipment, and knowledge to serve customers.
We believe that progress shouldn’t break the bank, so our services remain flexible and competitive.
Contact us now, and we will discuss with you how we can help your business succeed. Complete the contact form below and talk to us for free!
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