The respected industry analyst company Frost & Sullivan recently published their overview of the Australia Customer Experience Outsourcing Services Market. F&S suggests that customer expectations are growing as demands for engaging experiences, personalization, and on-demand, predictive, and proactive services rise.
However, most companies lack the in-house resources and capital needed to fulfil their customer demands, making it hard to reconcile CX improvement with centre efficiency. The continued demand for CX outsourcing in Australia demonstrates the growing complexity of the industry as it shifts beyond cost control to generating quality value-added outcomes. Executives need to maintain quality CX by eliminating waste and optimizing efficiency. But, how is that possible?
The solution may be a hybrid model of onshore and offshore distribution, widely known as rightshoring. This approach concentrates on strategy rather than just location alone to gain a competitive advantage. Moving from traditional delivery to smart operations by selecting a provider with a global footprint allows organizations to achieve greater quality of service and cost-efficiency. This is done by strategically positioning each work type from higher-value, complex customer interactions, to back-office, F&A and high volume digital or voice interactions in the ideal geography such as the Philippines.
The Philippines has cultural affinity with Australia and shares perspectives on many regional and economic issues. This, combined with Filipinos’ ability to speak English fluently with a neutral accent, minimises the communication gap present in some outsourced customer care. Better communication aids in developing trust between customers and companies. Teleperformance has 22 sites in the Philippines with around 44,000 passionate interaction experts who provide service in 13 languages and dialects — not to mention that Teleperformance Philippines is Great Place to Work®-certified in 2018, 2019, and 2020.
If you are planning to improve your customer experience strategy in Australia and looking for the rightshoring solutions to suit your needs, feel free to get in touch directly via my profile. I also invite you to learn more about what the Philippines can do for companies in Australia here: https://info.leaderinsights.co/australia
Blog Author: Maurice Zicman
Publishing date: Jan 2021
