Top global companies like Amazon, Comcast, Google, Apple, and Microsoft all have one thing in common — they outsource their call center services to the Philippines to benefit from the country’s unique blend of skilled workforce, cultural affinity with the West, and competitive cost structures.
There are several other companies that follow the same strategy. Let’s talk about them in the following sections, as well as the reasons that pushed them to outsource call center services.
Global Companies That Outsource Call Center Services to the Philippines
Customer service is one of the most important factors that global companies prioritize due to the size of their market and demands, and outsourcing to the Philippines is one of the best ways to achieve this. Below is a list of some of the most famous brands that utilize this strategy.
1. Amazon
Amazon is a multinational technology company primarily known for its Ecommerce platform. It was founded by Jeff Bezos in 1994 and initially started as an online bookstore. Today, the company has expanded far beyond books, offering a vast array of products and services.
Because of the company’s continuously increasing customer base, they started outsourcing their call center operations in 2002 to meet customer service demands and improve their overall business operations. At present, Amazon still outsources its customer care, along with their other needs like product information management to the Philippines.
2. Comcast
Comcast Corporation is a major American telecommunications conglomerate, primarily known for its cable television, internet, and telephone services under the Xfinity brand. Their operations also expand to film and TV production, theme parks, and streaming services, making it a key player in both content creation and distribution.
The main playing factor that pushed Comcast to outsource their call center services to the Philippines in 2010 is cost savings. Being a large-scale company, building an in-house team will cost them a lot more than working with offshore staff. This strategy helped them reduce up to 70% on operational costs.
3. Google
Google, founded in 1998, is a leading technology company globally recognized for its search engine. It offers a wide array of products and services, including online advertising, cloud computing, software, and hardware.
Being a tech giant, the size of Google’s customer base and demands became imminent, leading them to start outsourcing their call center services to the Philippines in 2011. They enjoyed the benefits of being able to work with a large pool of talented workers for lower costs, as well as the staffing flexibility and innovation that came with the strategy.
4. Apple
Apple Inc., established in 1976, is a leading technology company famous for its iPhones, iPads, Mac computers, and various online services like the App Store and Apple Music. Known for its innovative product design and user-centric approach, they have become a key player in personal computing and digital media, emphasizing privacy and environmental sustainability.
The company has been relying on outsourcing since the 1990s when they couldn’t handle the production volume and the cost that comes with insourcing. They have partners all over Asia, including China and India for manufacturing, and the Philippines for customer support, back office operations, and data entry.
5. Microsoft
Microsoft, established in 1975, is a key player in the technology sector, well-known for its Windows operating system and Office software suite. Headquartered in Redmond, Washington, the company has expanded into hardware with its Surface devices and Xbox gaming consoles, and into cloud computing with Azure.
Microsoft has been outsourcing its call center services to the Philippines since 2022. With their partner’s vast knowledge of the latest tools and integrations, Microsoft managed to improve its online presence, customer support quality, and better customer relationship management (CRM) solutions.
6. American Express
American Express, often abbreviated as Amex, is a multinational financial services corporation headquartered in New York City. Founded in 1850, it is best known for its credit card, charge card, and traveler's cheque businesses.
The company outsources its call center operations to their office in the Philippines, aiming to cut down on operating costs, improve customer satisfaction and experience, and enhance overall business efficiency.
7. Wells Fargo
Wells Fargo & Company, founded in 1852, is a multinational financial services company with headquarters in San Francisco, California. As one of the largest banks in the United States, it offers a broad spectrum of banking, investment, mortgage, and consumer and commercial finance products and services.
Since the company is in a critical industry, providing excellent customer support becomes a lot more critical. To do this without letting out too big of an investment, they started outsourcing their call center operations to the Philippines. Apart from this, they also outsourced other roles like fraud management and accounting.
8. LinkedIn
LinkedIn, founded in 2002 and headquartered in Sunnyvale, California, is a professional networking platform that connects professionals globally, facilitating career development and business networking. Acquired by Microsoft in 2016, LinkedIn serves as a hub for job listings, corporate networking, industry insights, and professional content sharing.
To effectively cater to its large user base of jobseekers, LinkedIn outsources its call center operations to the Philippines. They also entrust most of their back office functions to third-party service providers based in the said country.
9. HSBC Holdings
HSBC Holdings plc, headquartered in London, England, is one of the world's largest banking and financial services organizations. Founded in 1865 in Hong Kong as The Hongkong and Shanghai Banking Corporation, HSBC has grown to serve customers worldwide through a network spanning Europe, Asia, North America, Latin America, the Middle East, and Africa.
Since 2006, the company has continuously expanded their call center offices in the country. This shows a long history of outsourcing their business operations, call center included, in the Philippines, considering it a worthy foreign investment.
10. Target
Known for its distinctive red bullseye logo, Target operates over 1,800 stores across the U.S., offering a wide array of merchandise including clothing, electronics, home goods, groceries, and health and beauty products.
Apart from India, the Philippines is another one of Target’s trusted call center providers when it comes to ensuring excellent customer satisfaction in its retail services.
Outsource Your Call Center Services to the Philippines
There are several successful global companies that outsource their call center operations to the Philippines. However, as a retailer, it can be difficult to achieve the same outsourcing success as Apple or Amazon from the get-go.
To ensure success when outsourcing your call center services, work with a trusted and reliable partner like ManilaPros who can provide you with exactly what your business needs to achieve its goals.
At ManilaPros, we specialize in providing full-service, five-star customer care for retailers. You can trust us to find the right talents, and vet, train, and certify them for your brand. Book a call with us today to learn more.
