Outsourcing business processes to the Philippines offers companies the choice between using office-based (premises-based) agents or home-based (remote) agents. In general, it is better for companies to choose a BPO provider that operates from an office, especially for voice-based services, for a number of reasons.
“One key reason is the issue of internet connectivity and power outages, which can be common in the Philippines, particularly in the provincial areas. These issues can be exacerbated during the rainy and typhoon seasons, making it difficult for home-based agents to consistently provide reliable service,” says Ralf Ellspermann, CEO of PITON-Global, an award-winning BPO company the Philippines. “Home-based agents may also be more prone to distractions such as barking dogs, crying babies, and other household noises, which can impact their productivity and quality of work,” he adds.
Another reason to consider office-based agents is the issue of employee benefits. Some companies that work exclusively with home-based or remote agents often hire them as freelancers, allowing them to avoid providing mandatory benefits such as SSS (Social Security System) and Pag-IBIG (Home Development Mutual Fund). This can lead to a higher agent turnover rate. To Filipino agents, these contributions are of high importance.
Data security is another important consideration for businesses, particularly those in the financial services, e-commerce, and healthcare industries that require strict PCI or HIPAA compliance. In an office setting, it is easier to implement and enforce security measures to protect sensitive data, as all agents are working in a central location. This may not always be possible with home-based agents, who may not have the same level of security in their home environments.
There are also several operational advantages to working with office-based agents. These include:
- Recruitment: It is often easier to identify and recruit top talent in an office setting, as candidates can be interviewed in person and assessed in a professional environment.
- Training: In an office setting, it is easier to provide comprehensive training to agents, as they are all in the same location and can receive training in a structured, classroom-style setting.
- Onboarding: Onboarding new agents is typically more efficient in an office setting, as there is a designated area for orientation and training and a clear chain of command for onboarding tasks and responsibilities.
- Coaching: Office-based agents are more accessible for coaching and feedback, as they are all in the same location and can more easily meet with their supervisors or attend training sessions.
- Program performance management: It is easier to monitor and manage the performance of office-based agents, as they are all in the same location and can be more easily observed and evaluated.
- Reporting: Reporting processes are typically more efficient in an office setting, as data can be easily collected and analyzed from all agents in one central location.
In addition, working with office-based agents can facilitate team building and the creation and maintenance of a corporate culture. “The office setting promotes a sense of community and can help to build strong teams and foster a sense of pride and belonging among employees,” explains Ellspermann.
While home-based agents may be an appealing option due to the potential cost savings, the benefits of working with office-based agents in the Philippines far outweigh any potential cost differences. From improved connectivity and reduced distractions to better benefits, data security, and operational efficiencies, office-based agents are the better choice for businesses seeking to outsource business processes to the Philippines.
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