A help desk is a service that provides information, support, and solution to queries by computer users. Mostly these queries come from within the same company. The help desk is basically designed to support the employees of the firm as compared to call centers that are designed for customer support.
Help Desk outsourcing is very common in the western world, especially by companies that are registered in the USA or UK. The most basic reason for outsourcing such services is the cost-effectiveness of the whole setup. The labor in the USA and UK is relatively expensive than countries like Bangladesh, India, or the Philippines. With a population of more than a billion, India boasts the top position in the global BPO industry; however, with a fantastic growth, the Philippines is quickly catching up to India.
In the last decade or so, the trend of outsourcing help desk services has largely shifted from India to the Philippines. India is a big market. It has a population of more than a billion people, which is why the country can offer cheap labor. It can even offer relatively cheaper labor than the Philippines. This shows that the shift from India to the Philippines isn’t just due to the economic benefits but because of many other reasons as well. India might be ruling the market in the present time, but in a few years, the Philippines will pass India to become the market leader in the global BPO industry. Let’s take a look at some of the reasons that make the Philippines one of the largest and preferred destinations for help desk outsourcing.
Outsourcing to the Philippines Is Economical
The Philippines offers cheap labor for companies looking to outsource their helpdesks. However, what differentiates the Philippines from other low-cost labor countries is that the workforce is young, determined, and more enthusiastic. If you outsource your help desk to the Philippines, then you are bound to get good quality service at a very economical rate.
The WorkForce is Ethical and Professional
The Philippines is known to have one of the most professional workforces in the world when it comes to the BPO industry. It has also been observed that help desk and call center representatives from the Philippines are more tolerant of annoyed and irate customers. This quality is very important in the services industry. The labor there knows how to deal with crunch situations and irate customer.
Resonance with the Western Culture
The Philippines is one of the most popular outsourcing destinations for companies from the UK and USA. This is due to the fact that the country has a unique connection with western culture. They can relate to western culture better as compared to BPO workforce from India or Bangladesh. This is a huge plus point for help desks in the Philippines. A large proportion of the population in the Philippines can speak fluent English. That also adds to its competitive advantage.
Government’s Role
Last but not least, the BPO industry in the Philippines gets a lot of financial support from the government every year. The government has realized the importance of investment in the relevant industry. They know that in order to make their country’s economy strong, they have to invest in the BPO industry. The government investment results in a more trained workforce and upgraded technology for the industry.
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