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Outsourcing in Asia
September 21, 2006


Customer Service as a Competitive Tool



The US government’s customer service revolution started in 1993 with a recommendation from VP Gore’s National Performance Review team, followed by former President Bill Clinton’s Executive Order, “Setting Customer Service Standards.” The President directed federal agencies to survey their customers to see what kind of service people want and whether they are getting it; to get ideas from front-line workers who deal with customers day-to-day; to give customers choices and easy access; and to develop a way for citizens to complain and get problems fixed. He set a goal for the government to deliver service equal to the best-in-business.

Corporations are realizing the importance of customer service as a competitive tool in this new market environment. The driving need is to provide superior customer service by deploying high-end applications and call center solutions.

After over a decade of economic boom, the recent global economic turndown has significantly accelerated and intensified market forces, causing many corporations to seek innovative ways to deal with the changed economic landscape. In 2003’s super-competitive marketplace, executives around the world are searching for strategic solutions to meet the challenges of a rapid changing and unforgiving business environment.

To overcome the present economic threat, an increasing number of organizations worldwide have turned to offshore outsourcing in Asia, as one of the most powerful strategies to date, to significantly lower overhead costs without sacrificing quality and productivity levels.

Offshore outsourcing is a global phenomenon that has driven the growth in the contact center outsourcing market in Asia-Pacific and is expected to continue to be the key growth driver. Proximity to the West, cultural similarities within Asia Pacific, competitive cost benefits and increased focus on offshoring and outsourcing in Asia Pacific by the governments are expected to boost growth.
The proliferation of outsource centers in the Philippines is due not only to the significant cost benefits on private corporations’ part but also to the huge amounts of revenues the country rakes in through increased foreign investments and employment. For this, the Philippine government has stepped levels up in improving high technology equipment and infrastructures in the hopes of turning Manila into the center of business process outsourcing.

Offshoring, Inc, an American owned and operated staff leasing company headquartered in Atlanta, Georgia and based in the Philippines, provides businesses and employers with a simple, no-hassle solution to offshoring business processes, in response to the influx of demand for outsourced products and/or services.

Offshoring, Inc is the foremost offshore staff leasing company that offers the best professionals in the labor pool, such as advanced degree holders and competently trained writers, graphic designers, programmers, media managers, quality assurance representatives, data entry clerks and contact center agents all who have practical experience in the workforce. The company helps international employers significantly reduce searching, training, and operating costs while maintaining complete control over the process. Offshoring, Inc’s edge among other staff leasing companies is the highly qualified skilled professionals that occupy their seats.

Providing US-based confidentiality and non-compete agreements, Offshoring, Inc values the client’s intellectual property and trade secrets in top priority. The company assures clients that the staff they hire are their exclusive employees until the contract expires. All potential staff are extensively reviewed with background checks and constant stern supervision. Offshoring, Inc dutifully protects their clients’ security.

The company also provides state-of-the-art hardware and facilities for the professionals’ efficient operations.

One recent survey of top executives conducted by Hong Kong's Political and Economic Risk Consultancy rated the Philippines better than any other country in Asia on the quality, cost and availability of skilled labor. The Philippines is a prime location for backroom operations and support services in Asia.

The Philippines provides a large pool of multi-skilled English speaking labor force known for creativity, efficiency and advanced IT training. Filipinos are also recognized in the world for their hospitality and strong customer orientation, reasons valid enough that majority of international corporations choose Manila based outsource centers to cater to their needs i.e., customer service and other IT related fields.

All firms have adopted Customer Relationship Management in their bid to build customer loyalty and retention. Customer service is keenly regarded in the US and through the years, as businesses practice outsourcing in Asia, Filipinos have satisfactorily proven themselves fit to do such job.

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