Omnichannel Contact Centers in the Philippines – Powering the World’s On-Demand Economy


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These days, everything is on-demand. We want to watch our favorite TV show while we are on a plane. We want to listen to our favorite song at the press of a button while we are traveling to work. We want to be able to get our food, clothes, and basic necessities carried to our front door and delivered right into our hands because we have all grown accustomed to a world in which such conveniences are possible. Thanks to the past hundreds of years of technological developments, our world is increasingly fast-paced, and we expect more and more out of our machines, which now conveniently slip safely into our pockets and bags. It is a digital world, in a sense, with every industry around the globe being forced to adapt, innovate, or fall behind completely. With the ability to consume media and products at breakneck speed, it is no wonder that everyone also wants on-demand customer support. Consumer expectations are sky-high, and the business savvy people know to stay on their toes.

With the growing global economy getting faster-paced, 24/7 customer support is a must. Omni-channel contact centers are the way of the future of consumer care and communications, with the back-bone and capital of the industry being the Philippines. The economic patterns and shifts of the times are kept going by the constant communication, filtered through the experts in the Philippines contact centers for outsourcing. Many companies have designed their successful businesses around the current on-demand trends. This, of course, results in a reliance on contact centers. Consider the numerous on-demand apps that are prevalent. They are so common in a globalizing world because they are fast, efficient, and they make a lot of money. With giants like UBER, DoorDash, AirBnB, Spotify, and Netflix bringing people the on-demand content, product, and services that they need, who would choose the old way of doing things?

Nobody would want to go back to the old methods of travel, food delivery, and entertainment when modern technology is so much more convenient and tailored to an individualized consumer experience. Because it is so individualized, that means that companies now, more than ever, need to deal with every single individual customer’s needs and issues. There is a need for multilingual support, communication across different platforms, and most importantly: the service has to be just as on-demand and readily available as the content for which consumers were paying in the first place. A large majority of this on-demand customer support comes from the omnichannel contact centers in the Philippines. In English, and many other languages too, the Philippines have become the outsourcing destination that provides constant support for the everyday consumer, participating in the modern on-demand economy. In fact, it is not just the people in the leading contact centers that are successful and active participants. It is no shock that the Philippines is thriving in a world of online, on-demand services because the average person there spends almost 50% more time online than the average internet user from anywhere else in the world, as reported by The Guardian. The omnichannel contact centers in the Philippines actively power a global system of on-demand opportunities for everyone.

Ralf Ellspermann
Multi-awarded BPO executive with more than 23 years of outsourcing experience in the Philippines. Co-CEO of PITON-Global, a BPO advisory firm. Internationally recognized expert on contact center and business process outsourcing to the Philippines.


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