Archive for January, 2011

Telemarketing: An Effective Lead Generation Tool

Friday, January 28th, 2011

The emergence of social media has become a powerful tool in changing the way businesses market their brand, products and services. This leaves us the question if the traditional marketing and lead generation tools of the past are still relevant in the new electronic age.

Telemarketing is still an effective lead generation tool. It provides the opportunity to engage the prospect in a conversation about the issues and challenges it is facing. It allows you to talk to people on a one to one basis and gather information of a depth and accuracy you might not otherwise be able to get. The interaction component here is critical but the problem is that most people don’t do it properly. They don’t target enough and misuse the technique which only ends up annoying people. For you to have an effective telemarketing strategy, you need to plan for it. You need to consider your budget, your objectives and your in-house resources, in terms of manpower, skills and equipment, compared to the cost of using an outbound call center. You need to have a good script that must be tailored to the target audience, must grab the attention of the listener within a few seconds of the conversation, and must be highly interactive. Of course no matter how well planned and executed your outbound campaign, human nature plays its part. You need to have a skilled telemarketing agent that has a good knowledge of the company and product/service; able to talk intelligently and talk persuasively to people at all levels.

To get the right people offering the right product in the right way are the keys in an effective telemarketing.


Cebu: Improving BPO Workforce through Education

Wednesday, January 26th, 2011

Now, Cebu City is on the ninth spot in the list of top 10 Emerged Destinations for BPO. It is no doubt because it has many factors that made its way on top. It is the second largest concentration of IT Centers in the country and it has world-class telecommunication infrastructure. When it comes to workforce, the city government is doing their very best in meeting the growing demands of the BPO workforce in the country. In fact, they will implement a separate “English class” in public high schools this year to better equip students for a career in Philippines call center and other offshore services in the BPO industry. Public school English teachers will also undergo training from leading BPO companies in Cebu City with the city government paying for the training. In addition to that, there are already a number of BPO companies that are now starting to partner with universities and colleges in Cebu. In the KPO sector, Cebu is seen to take the center-stage in healthcare and information management services.

BPO industry in Cebu has grown tremendously and providing highly skilled people has always been a priority. And now, Cebu’s graduates have abilities at par with international standards for business process outsourcing (BPO), according to the results of a study on Cebu students. Skills assessment conducted by CIBI Information shows a 7.4 percent gap in verbal abilities between those who still studying and those already in the industry. It only implies that the Philippines is on the right path in becoming the number one BPO destination in the world.


BPO Service: Search Engine Optimization

Tuesday, January 25th, 2011

It is very evident that the internet has greatly become a part of our everyday lives. It has an even more profound effect on the way we work, live and learn. Today, most people have the easiest way to access the internet through their home or office PC, smart devices such as tablet-sized PCs and smart cellular phones. People are able to share information seamlessly across devices and interact with them in a more natural way. The language of the internet has become universal; any business can create products and services that make use of it. The entire world is your market, and you could potentially reach more people through the world wide web.

Today a business organization needs recognition in the market much faster and that’s why they are opting for online marketing strategies as internet provides information much faster and is accessible at any time and at any place. Success of a website depends a lot on its search engine optimization or SEO. Search engine optimization is such an important tool in getting your landing page ranked higher than the millions of other potential pages in your market. It is a business plan in action which is used for improving or increasing the volume of traffic to a website through the normal searching process. Any business can succeed in the online world if powerful SEO tools are used. And to save time and money, hiring out BPO companies can actually help in business support services.

Visibility of a business website is very important. The more you are visible,the more you will be recognized and for maximum visibility one needs to stress more on proper SEO operations.


Outbound Service: Importance of Customer Feedback

Monday, January 24th, 2011

Customers are the voice of a business when it comes to improvement.  Even if the true reality about its product or service may be harsh, in most cases it is helpful.

Communication is a two-way process, but listening is actually more important than talking. In these economically challenging times, good customer listening skills are crucial for effective and efficient problem solving. Listening to your customers, and more important, acting on the feedback they give is one of the best ways to transform a struggling business into a successful one. Knowing the customers viewpoint indicates a good customer service. They provide the insights into your company that ensure you maintain a strong foundation and are able to build the structure for its future growth. By listening to customer needs and desires, you can tailor your product and service to better meet their demands. And that can lead to satisfied customers which are the best sales channel of a company since they have the greatest potential to generate additional business and serve as a bridge for new customers as well.

One common form of obtaining feedback from customers is through customer satisfaction survey. When you conduct a customer satisfaction survey, what you ask the customers is important however, the most essential thing about this is what you do with their answers. Acting on the feedback and implementing reasonable changes based on customer feedback is a sure way to win over your customers and increase the success of your business.  There’s nothing to worry especially for small businesses because they can hire the Philippines call center in gathering comments from customers through inbound or outbound services.


Call Center Management’s Role in Employee Retention

Saturday, January 22nd, 2011

Successful BPO companies realize by having an effective employee retention plan will help them sustain their leadership and growth in the marketplace. The management plays a very important role in retaining their employees. They must be prepared to be collaborative, supportive, and nurturing of their people. Those that fail to make employee retention a priority are at risk of losing their top talented people to the competition.

Communication. Create open communication between employees and management. Conduct regular meetings and surveys to enable them to share their input. Act on good suggestions, and give credit where it is due. The dynamics of manager-employee relationships are complex, but in the best-case scenarios, with a good faith effort and the right approach to coaching, employees can be re-engaged.

Motivation. Use contests and incentives to help keep workers feeling rewarded. Provide some small perks like a gift certificate at a coffee shop or an hour massage or a movie ticket to the employee of the month. It may seem insignificant, but if they help employees better manage their lives, they’ll appreciate it and may be more likely to stick around.

Growth. There will always be employees who start looking for new challenges. The company should provide readily accessible information on career paths and competency requirements. Organizations should offer workshops, software or other tools to aid employees in increasing their self-awareness and enhance their goal-setting efforts.

Support. The management should help employees to maintain a life balance. When you force workers into choosing between having a life and a career, your organization has a toxic culture. You should be empowering your people, not attempting to control them.


Outbound Agent: Sense of Worth and Career Growth

Friday, January 21st, 2011

When an outbound call center agent leaves the company, it’s not actually a prompt decision. There may be some factors in work that have made the agent chose to leave. Employee turnover is not an event; it is a process of disengagement that can take days, weeks, months or even years until the actual decision to leave occurs. Managers need to better understand the signs of discontent before they lose their best and brightest people.

So much has changed in the worldwide business environment and in the way businesses now operate that the impact of those changes on the careers of individuals working in organizations needs to be acknowledged. Like in Philippines call center, since many employees are working in this very in-demand profession, competition becomes tough. You need to be outstanding in order for you to be recognized by the management. This takes time, hence some agents feel that they lack of career growth. Another factor is the feeling of devalued. If you have a goal in life, you will do everything just to step up to achieve this goal. But how can you get through that if at the initial stage, nobody appreciates your effort. Everyone wants to feel important, yet many organizations manage to make their people feel quite the opposite. It could be seen as a lack of simple appreciation and not valuing employees.  The management should give their people the tools and training needed to accomplish this, enabling them to be the best they possibly can be. The right tools at the right time are investments — not only in productivity, but in sending a message to employees that they are worth it.


BPO: Facts About Employees Leave I

Wednesday, January 19th, 2011

Soft management skills-people skills-are the critical element in battling high turnover and creating a high-retention workforce. Today’s labor force is different. The management must take responsibility for its own employee retention. If they don’t, they could be left without enough good employees. One way is to know the reasons why employees leave.

Job was not as expected. Most of the time, when you are hired from a company, you expect something. Just like in outbound call center, you expect high salary, better benefits, free flow of coffee in the office, good working environment, etc. These are just simple expectations but there are unrealistic expectations as well. The more clearly an employee understands his or her own expectations, the higher the probability of a match in expectations.

Mismatch between job and person. We all know that Philippines is the top destination for business process outsourcing, hence, a strong labor pool is very much needed. Many graduates and undergraduates are aiming for this job because of its high compensation. But because of the need to hire many people, there’s a mismatch between job and person. The key missing ingredient in so many companies is management’s lack of passion for getting the right people in the right jobs.

Too little coaching and feedback. Performance coaching and feedback are essential for employees because they help employees know the company’s mission, vision and their role in achieving its goals. These constitute much of what gives meaning to an employee’s efforts. BPO companies need to give feedback and coaching to make sure that employees efforts stay aligned with organizational goals and the expectations of the management.


Call Center: Understanding Employees Needs

Tuesday, January 18th, 2011

Hiring knowledgeable employees is very essential and also just a start to creating a strong work force. Next, you have to keep them which is more important and more challenging. Employee retention is most critical issue facing corporate leaders as a result of the shortage of skilled labor, economic growth and employee turnover. It involves taking measures to encourage employees to remain in the organization for the maximum period of time. In today’s environment most especially in a down economy, it becomes very significant for organizations to retain their employees. High employee turnover costs business owners in time and productivity.

There are reasons why employees quit their jobs, could be personal or professional depending on the nature of their work. A great example of this is in Philippines call center, inbound call center agent’s turnover is caused by better opportunities outside the organization, lack of career development, repetitive work, health risk and difficult lifestyle. But in general, employees begin to think about leaving when one of the fundamental needs are not being met such as the need for trust, to have hope, to feel a sense of worth and to feel competent. Employees complain for poor management when what they want is good management. They complain of favoritism when what they prefer is an even playing field. In short, the company’s management team plays a big role in retaining employees. Employee retention involves being sensitive to people’s needs. Workforce stability can be your competitive advantage in these turbulent times. A great company knows how to attract and keep good employees, because in the long run, this workforce will make or break its reputation.


BPO: Work Behavior

Monday, January 17th, 2011

In Philippines BPO, your attitude is very important. This is how you feel about your work and your approach towards work. In line with this, work behavior is significant as well. This is how you do your work and how you get your work done.  Your colleagues can see if you do your work with skills and applied the knowledge you know into the work. Remember that your work behaviors when left unchecked will make you unproductive. Here are some simple principles of impeccable work behavior.

Be careful with your appearance. Keep in mind that first impression is vital and it only takes seconds to get a first impression of someone. And one way to give a positive first impression is through your appearance.

Listen. Speaking and listening are twin skills of communication. Both sides must play a part for communication to occur and you can learn best by listening to what others know. Ask questions. Show that you are interested, not just interesting.

Honor other people’s territory. Looking for something on someone else’s desk, computer, desk drawers without permission is undesirable. You must show respect to your co-employees so that they’ll respect you in return.

Honor your working hours. Working nine to five doesn’t mean that you arrive at nine and leave at five. It means that you work from nine to five. Surfing the web and doing personal emails is not working. Skimping on your working hours shows lack of initiative, commitment and respect to your manager, company and position.

Keep an open mind. Make informed judgments, avoid jumping to conclusions, evaluate what you see in addition to what you hear and don’t be a party gossip.


Call Center Professionals

Sunday, January 16th, 2011

You can’t build a great company without great people. Many companies have analyzed that what people know is less important than who they are. Hiring is not about finding people with the right experience. It’s about finding people with the right mind-set. A successful employee follows an unwritten code of behavior and set of attitudes that we call professionalism. Let’s look at some of the qualities that a professional must have.

Positive attitude towards the job. In order to be a good professional employee just like a telemarketing agent, you have to like it and want to do it well. An agent with a positive attitude works efficiently. Professionals have pride in what they do and want to make sure that the work is something to be proud of.

Ability to work with people. Philippines call center is also about teamwork and it’s essential to be able to work well on a team and to corporate with your fellow agents.

Eagerness to learn. The BPO industry is changing so rapidly that it’s vital to be open to new ideas. No matter how good your techniques are, you might learn an even better ways and these new ideas will help you grow and become more confident.

Dedication to work. The point of your career isn’t to find easier work. It’s to find work that’s worth the effort. Work can be very hard, no question but the harder you work, the greater your right to love what you do. A career worth loving brings joy, excitement, and fulfillment.