Setup Now!

Complete call center set-up is where we assist you with any or all aspects of site selection, facility design, configuration, building, staffing and implementation. This option makes sense for companies who want a totally customized image and/or have critical elements of technology and quality control that absolutely must be assured.

This is often the choice of larger companies who anticipate a large and ongoing call center presence in the Philippines. It takes a little longer to implement (3 to 6 months) than the Facility Lease or Seat Lease option but by far is the best ROI on capital and enables the company to provide the best quality and most efficient service for their clients.

We consult with you on every aspect including site selection, technology selection and integration, facility design and configuration, human resources issues (including recruiting, training, salary and benefits) and company formation issues. You benefit from our 10 years of hands-on experience in the Philippines and knowledge of local geography, demographics, labor markets, cultural factors, socio-political issues and corporate legal environment. The completed facility is all yours, you own and operate it and it’s an impressive asset that you can sell if and when you want to in the future.

Facility Lease

The Facility Lease option has the advantages that it can be implemented very quickly, typically in 3 to 6 weeks and less capital expenditure is required yet the client still enjoys of the advantages of a fixed operating cost (during the life of the contract) and has some latitude for bringing in their own technology. The Facility Lease option entails a minimum 20 of agents can go as high as 100, beyond which we feel the Call Center Set-up option is better. In this option, client will have a substantial number of agents operating in an existing facility but will receive facility support, as contracted, from the owner and primary operator of the facility.

In this option, the client gets a fully enabled seat/operator work station complete with everything an agent needs to do their job….i.e. computer with the normal software, display screen, headset, etc. A hosted dialer may be included in the package or not….at the clients option. Client also has the option of installing such unique software on agent’s computers as they may need.

In respect to human resources, since client is bringing in their own senior management team and hiring agents locally, this opens up more possibilities for selection of facilities in areas other than the Manila area. We advise however that Manila is the best area for Facility Lease operations because (1) greater number of potential facilities to choose from, (2) generally better quality facilities, (3) better labor market, and (4) it’s a more fun place for management to live. At the client’s discretion, we can help with the hiring of agents. Agent hiring and training is probably the biggest single issue in lead-time to getting this option running.

Seat Lease

The Seat Lease option is very similar to traditional call center outsourcing but with one key difference: you hire, train and manage your own agents. You also determine, based on where you lease your seats, where they work and what kind of support they get.

Getting this option going is the quickest and easiest of all with a lead time of approximately 3 to 6 weeks. Companies who pick this option usually do so because they have a critical requirement for the highest English proficiency or they have a particular proprietary process that requires specialized training and/or supervision.

Although the level of English proficiency of Filipino operators is generally considered the best in the offshore industry, hiring and training your own agents is the best guarantee of the agent’s English proficiency. High quality agents, team leaders and mid-level management is readily available in the Manila labor market and we can assist in their recruiting if you wish.

With the Seat Lease option, the client gets a fully enabled call center work station, just as in the Facility Lease option. The only difference is that your team will not be the sole occupant of the facility or in that area of the facility and you may have limitations of software availability depending on the facility you’re at.