Archive for November, 2010

Call Center Values: Eliminating Negative Attitude

Tuesday, November 30th, 2010

Do you know anyone with a negative attitude? Who keeps on complaining every day? Blinded by their own negativity, they are prevented from seeing the good things around them. The negative world of our imagination creates a negative world that is real and one that we are forced to live in. Being a negative thinker is like a disease, it is as pervasive as a common cold but far more damaging. The following are the symptoms of this disease.

• complain frequently
• lose hope in the future
• feel a lack of control
• avoid challenges because you expect failure
• put down new ideas
• resist change
• feeling of being alone or isolated
• devaluing yourself
• feeling useless
• constantly blaming others for betraying or cheating you
• finding yourself frequently overwhelmed or defenseless
• using self-pity

Normally people facing such adversities tend to blame others or even to their own fate for their failures. Obviously they could not tolerate the grace, success or progress of others. They get resentful and bitter when find that others are happy. Their surrounding factors can bring only the resentment and ultimately frustration for them. The first step toward eliminating negativity in your life is to admit that it is an ineffective behavior. Once you have the desire to change the behavior, the next step is to become more aware of it. So, whatever you do in your life, whether you’re a Philippines telemarketing agent, an executive, a mother or even a jobless person, always look at the bright side of things for this will bring you happiness and will enable you to do better things in life.


Healthy Working Relationships in Call Center

Sunday, November 28th, 2010

As the saying goes, “No man is an island” which means that everyone requires connection to another in order to function well. If you’re working in the Philippines call center, no matter how good you are, do you think that you can succeed all by yourself without the help of your co-agents?

As an inbound call center agent, to deal with other employees is considered as a challenge on how well you communicate with them. The ability to both establish and maintain healthy working relationships is vital to being effective and successful within the workplace and wider business environment.

Effective workplace relationship requires attitudes such as courtesy, trust and honesty; and skills such as time management, good organizational and communication. To work well as a team is very important to be able to get on with colleagues and always remain be polite and courteous all the time. Remember, you spend most of your time with these people, so investing time in getting to know them will make a more pleasant and efficient workplace both in the short and long-term. Taking time to build trust between colleagues is absolutely core to achieving success and creating a good support network within the workplace. Organizing a team social is also a great way to help get to know colleagues better such as a simple dinner or lunch out. The benefits of good relationships will likely to reduce office politics and petty conflicts thus resulting in an improvement of workplace morale and a more positive environment.


Outbound Agent: A Model to Everyone

Saturday, November 27th, 2010

Sometimes, when you see a beautiful model or a popular artist, you may say, I wish I’m one of them. I attest to that because being an ordinary outbound call center agent, I feel the same way.

I always watch America’s next top model but honestly, I found out that those girls are just ordinary persons like me who just wanted to achieve their dreams. Some are students, sales ladies, servers, receptionists and some even have kids. When it comes to their appearance, some are not extremely pretty, not that slim, don’t have perfectly curved bodies and some are even weird. But the good thing about them is that in every photo shoot, they are so different. When you see the outcome of their photos, it is amazing, unique and outstanding. Meaning to say that they bring out an unexpected personality in that situation with confidence and they always find good things about themselves. Even one of the fashion consultants of that show said that “being beautiful is not about the way you look; it’s about feeling good about yourself from within”. That really makes sense.

I guess that, that is one of the best things that I’ve learned which I could actually apply to my everyday life, not just for me but for everybody else. I don’t have to wear fancy clothes, I don’t have to wear heavy make-up all the time, I don’t have to go to beauty salon everyday, but for as long as I do great on my job in the call centre and I feel good about myself, I can be a model to everyone.


Significance of World Wide Web Through BPO

Wednesday, November 24th, 2010

No matter what your business is, keeping the lines of communication open is an important key to success. Philippines BPO can help keep your business get noticed thus boost your sales through World Wide Web.

To establish presence: Billions of people worldwide have access to the World Wide Web (WWW). No matter what your business is, you can’t ignore them and to be a part of that community and show that you are interested in serving them.

To network: It is more than passing your business card to every potential customer that turned into a big deal.

To make business information available: Keeping your customers informed of every reason why they should do business with you is very important.

To make pictures, sound and film files available: A picture is worth a thousand words and website only allows you to add sound, pictures and short movie files to your company’s information. No brochure will do that.

To answer frequently asked questions: It is very time consuming to answer the same questions over and over again. With web page, you will have removed another barrier to doing business with you and freed up some time for that harried phone operator.

To create a 24 hour service: Business is worldwide but your office hours aren’t. Web pages serve the client, customer and partner 24 hours a day, seven days a week. No overtime either.

To heighten public Interest and open international markets: With web page information, anybody even across the country can reach you.


Inbound Call Center Agent: Showing Positivity at Work

Sunday, November 21st, 2010

As an inbound call center agent, I always face a lot of difficulties that is far different from the usual jobs that I know. Change of body clock that leads to lack of sleep. Unhealthy practices such as smoking, lack of exercise and junk foods. It is also a fact that working in a call centre causes stress due to a lot of calls, sales quota and irate customers. You may also encounter some danger from traveling at night since not everyone has its own vehicle. These maybe some of the negative things that an agent may face but if you think of the positive side, for sure that you would be thankful that you have this great job.

As we all know, every call center in the Philippines has a nice working environment, fully air-conditioned and comfortable work place, all you have to do is to take a seat and appreciate the beauty of your office. How about the free coffee and sleeping quarters? The health benefits and the higher compensation compared to other jobs. It is always grateful to work in a company that knows how to anticipate your needs as an employee. If you’re a party animal before and spend late nights at the bars until morning, why not work in call center instead? Same time that you usually spend but at least you’re earning. These are some few things that you would always be thankful of as being a part of the call center industry.


Employee Recognition in BPO

Friday, November 19th, 2010

In  Philippines BPO, one-on-one assessments with the agents recommend a two-way forum, which can set attainable goals reviewed, keep the feedback on the performance and listen to all the problems of the staff. This is very beneficial on the part of the employers and the employees. For the employers, they will know their staff better and if they need more training programs or if they need stronger management skills. On the part of the agents, they will know their weaknesses and strengths in their performance. During the appraisal, these targets could be reviewed and adjusted to more realistic levels. And after the objectives have been achieved, it is only fair, but do your employees in their best effort to realize.

Usually, if you work in the same call centre for a year, you will always encounter this performance appraisal and from this follows employee recognition. But employees must also consider that employee recognition doesn’t lead to an immediate promotion, no additional financial compensation earnings and should not be expected. The main purpose of this is to positively motivate the group and to give them a reason to go, push harder, and to realize a wider aspect of the company goal and their career path. This also gives them better opportunities to prove themselves worthy of the job that they have. Rewarding exceptional performance also inspires colleagues to improve their contribution in the workplace. All these boil down to make the point that the employees’ recognition is in fact an essential element in the success of the company.


Call Center in the Philippines: Managing Stress

Wednesday, November 17th, 2010

You may always think that stress is out of your control but honestly, you can manage the way you respond. Managing stress is all about taking charge: taking charge of your thoughts, your emotions, your schedule, your environment, and the way you deal with problems.

Don’t take advantage of yourself. Know your limits whether in personal or professional life; refuse to accept added responsibilities when you’re close to reaching them. Remember, you are only human and not robot.

Learn how to manage your time. Poor time management can cause a lot of stress. When you’re stretched too thin and running behind, it’s hard to stay calm and focused. But if you plan ahead and make sure you don’t overextend yourself, you can alter the amount of stress you’re under.

Be positive. When stress is getting you down, take a moment to reflect on all the things you appreciate in your life, including your own positive qualities and gifts. This simple strategy can help you keep things in perspective.

Share your feelings. When you have trusted friends and family members you know you can count on, life’s pressures don’t seem as overwhelming.

Make time for fun and relaxation. Go for a walk, spend time with your family and friends, get a massage, listen to music or watch a movie. No matter how busy you are whether you’re an inbound or outbound call center agent, there’s always a room for this. Nurturing yourself is a necessity not a luxury.

Adopt a healthy lifestyle. Exercise regularly, eat healthy, avoid alcohol and cigarettes and get enough sleep.


The Essence of Teamwork in Call Center

Monday, November 15th, 2010

In our economy today where competition is one of the challenges in every business, customers have increased their expectations when it comes to goods and services. In turn, the owner and the management will rely on their employees and employees will have to rely on their teammates to get projects done by the time they are due. We may hear this phrase “The heck with teamwork” but if we will understand carefully the real essence of teamwork, it still plays a big role in any companies like in Philippines call center.

Working on teams can be rewarding but sometimes it is hard and frustrating. I’m sure that every one of us is dreaming to become an executive someday but before you reach the top, you need to play well with others. If you don’t, then you will be fired long before you reach that position of power. The key to teamwork is learning what your team’s goal is. It is the goal that matters not the individuals. Remember, as one of the team members moves up, the team that you are in changes as well and so does the goals that you’re achieving. One more thing is that a large part of teamwork is getting along with other people. If a group of people is pulling in different directions, then less will be accomplished. The importance of teamwork is that we can accomplish more things than we could by ourselves. As the famous quote implies, no man is an island meaning we can’t survive on our own.


Call Centre: Facts about Coffee

Sunday, November 14th, 2010

Working in the Philippines call center is hard. You have to stay awake during odd hours when most people are asleep. You have to study and memorize scripts about certain products so you will be knowledgeable and confident to answer queries just like you’re expecting daily quiz at school. You have to deal with customers that are sometimes not easy to communicate with and you have to reach a certain quota everyday. So, at these times, they usually turn to their best friend- coffee, which for most of us, it only helps us to stay awake but so many things to know about it.

It is a fact that coffee helps inbound or outbound agents to get through the graveyard shift. For coffee drinkers, you feel re-energized after a cup of coffee. It helps reduce the sensation of tiredness, improves your short term memory and increases your intellectual performance. Many studies proved that coffee may also reduce diseases such as type 2 diabetes, Parkinson’s, colon cancer, cirrhosis, gall stones, depression and more.

There are also some interesting facts about coffee. It is first known in Europe as Arabian wine and Arabs are generally known to be the first to brew coffee. And even the famous Lutheran composer, Johann Sebastian Bach who lived in a coffee-hating society showed how he loved coffee when he wrote Coffee Cantata in 1732. Before, US revolution meetings were held in coffeehouses and drinking coffee was an expression of freedom. So many fascinating details about coffee but for me, it is also a great way to socialize and spend wonderful times with friends.


Inbound Call Center: Key to Profitability

Thursday, November 11th, 2010

Before, call centers didn’t always have the best impression. The phones were manned by untrained agents who did little more than pass along messages of dissatisfaction from consumer to producer. This bad reputation is caused by poor phone systems, lack of call tracking tools, and below standard procedures in fielding communications. But then as years passed by where technologies and higher level of strategies were developed, businesses soon realized that they could use call centers to make a positive impression on customers. The rise of Philippines call center made a huge impact not just in our economy but also in every offshore company who wants to take advantage of its resources.

As for the inbound call center, it plays a big role in delivering quality service to customers. It is mainly a fielder of complaints and returns. After all, businesses rarely, if ever, receive a call from a satisfied customer. Many companies don’t realize that there is no better place to use resources than turning dissatisfied customers into delighted ones and soon to become loyal or repeat customers. We all know that the word of mouth is a very powerful marketing tool so it is very important for every inbound call center agents to take every situation as a good opportunity to grow. Some factors that need to be focused on are well-trained agents and specific guidelines in handling a range of different call types. Now, call centers can help satisfy the customer immediate needs and change their point of view towards the company.