Archive for February, 2011

Philippine call center action

Monday, February 28th, 2011
Cebu Call center

Call center weekends in Cebu


Inbound Call Center Agent’s Relaxation Tips

Friday, February 25th, 2011

Spending all day on the phone dealing with people you barely know, day after day, is difficult. Doing it under constant pressure to keep call volumes up is even more difficult. And doing it with “very little authority or autonomy to rectify problems” that arise is perhaps the most difficult of all. These are just some common challenges that an inbound call center agent experiences. In general, it is very stressful to work in Philippines call center. While experts say that some stress is good for you — it can sharpen your senses and your mind — too much stress is bad for your mental and physical health. At the same time, relaxation can do wonders to restore balance in your life — and may even reduce some of the health risks associated with stress.


Taking time out for ourselves is not selfish but an essential part of maintaining a healthy mind, body and spirit. There are simple and affordable ways by which you can pamper yourself. Exclusive time is the first thing you need. Take a hot shower bath after work. Pamper your body and skin by taking care of it. Moisturize your body, trim your nails, manicure and pedicure at home, and indulge in some basic skin care steps. A body massage can also help. The daily hustle of life takes away energy from our bodies and thus a small nap can do wonders for re-energizing your mind and body. Go out for a walk, meditate, join some yoga class, read books, listen to your favorite music, prepare your favorite dish, watch movies with your friends and so many things to do. For as long as you give time to yourself that makes you happy, you deserved it.


Outbound Call Center: Customer Survey

Thursday, February 24th, 2011

In today’s global marketplace, obtaining regular customer feedback is essential for companies looking to consistently provide excellent customer service and stay ahead of its competitors. Conducting customer survey is an inexpensive way to gather valuable customer feedback and input on companies’ products and services. Customer surveys conducted by outbound call center can help companies gather valuable information which can be analyzed more accurately and in less time than using traditional survey methods. There are many benefits to surveying your customers.

Innovation. Many, some would argue most, successful new products and services are the direct result of speaking with customers. Often, customers actually suggest the new ideas. Companies in fast-moving businesses, or those which rely on innovation, need to stay in touch with their customers to get their ideas and product/service feedback.

External performance feedback. Customers are the best judges of a company’s products and services. They can spotlight processes which are working well, and others which are not. By actively contacting and speaking with customers, organizations can spot important opportunities for improvement.

Increasing customer retention. Customer service satisfaction and retention drive profits. It’s far less expensive to cultivate your existing customer base and sell more services to them than it is to seek new, single-transaction customers. Learning what is most important to customers and how the organization is seen as performing, relative to competitors, can help to prioritize change efforts.

Recovering customers. The first step to recovering lost customers is finding them – the second step is finding out why they left. Many customers can be recovered with relatively little work by a company or organization.

Advance warning. Customer data can be used as part of a measurement system to warn the organization of upcoming trends, performance issues, or opportunities.


Competencies of Virtual Assistant

Wednesday, February 23rd, 2011

The Internet has already revolutionized the way we live and work.  For businesses, it has given greater flexibility and power in the way they do business. It minimizes time and distance, simplifies complex business processes, and enables more effective communication and collaboration, just like having a virtual assistant.  Who would have thought? You can have someone to perform your administrative tasks remotely. In other words, they do not need to be where the business is centered. They could be one town away, one state away, cross country, or even international and still perform the job to the best of their ability.

For small businesses, they hire virtual office assistant from Philippines call center to make their work more productive yet cost-effective. Personal skill is the root of a VA business. A high level of proficiency in the services of their chosen niche, good organization skills, good spelling, grammar and punctuation skills and a basic understanding of web and computer technology are essential. VAs should have a basic understanding of business operation and budgeting as well. They should know how to create a business and marketing plan; have a basic understanding of bookkeeping; have the ability to maintain accurate records; utilize contracts and agreements; and manage time effectively. They should be excellent communicator which is part of professional skill. Competent communicators have the ability to drive a discussion to a positive outcome and possess excellent listening skills. Another trait is the ability to accept and/or delegate any given task or assignment effectively and wisely. These essentials will assist a VA to stay in business for a long time.


A Positive Call Center Culture

Tuesday, February 22nd, 2011

High work morale is essential in Philippines call center. A team that believes in your company sticks around in the good and bad times. Most companies with high turnover rates are not employee oriented. Low employee morale should be a big concern for any employer. It’s a poisonous force that can have a corrosive effect on the productivity, profits and general well being of an organization.

Employees are hugely valuable company assets that need challenges, a sociable environment, job satisfaction, recognition and financial security otherwise their morale drops, their work suffers and the company ultimately suffers the consequences. Cultivating a positive call centre culture is one way to boost employee morale. Many businesses have limited knowledge about how to develop it. If you neglect your culture, you may begin to notice some of these warning signs in your employees’ behavior. You may hear less laughter in the office or notice that people seem unfocused. Employees may begin working shorter days, taking longer lunches or even asking for more compensation. When employees request additional compensation, it usually means that they’re reevaluating their contributions to your company’s goals or. The management plays a big role in this subject. They should make sure that employees have clearly defined goals and understand their professional growth path in the company and evaluate employees by their achievement of measurable goals, not by the hours they spend in the office.  They should also be able to interact regularly with call center agents and offer praise or clear suggestions for improvement. This will help develop an open and trusting relationship with the employees. A positive company culture is only an indication of the start of a successful company.


Call Center: Essentials of Saving Money

Sunday, February 20th, 2011

The price of everything has gone up, when you go to the mall, the least you can spend is like one thousand pesos so you could somehow enjoy. Even if you’re just at home, you never notice that you’re spending money. People are always trying to save money, especially with today’s economy. For those who are earning minimum wage, it is really required to set budget for everything. For those who earn more than minimum wage like in Philippines call center, it is still not an excuse to spend so much especially in not so important matters. For those who are lucky to be earning more than enough, saving money is still important.

Saving money doesn’t have to be hard. There are practical ways to save money. One of which is to spend less. For inbound or outbound call center agents, buying coffee at Starbucks is not always necessary. Another way is to establish a personal budget; you will instantly see your incoming and outgoings once you create your budget. Each payday, get into the habit of putting an amount, however small into your savings. You could start by saving a very small fixed amount each time and then move to putting in larger amounts once you begin to save money from your other money saving strategies. Sure while the money is rolling in you can afford to do anything that you want, but what happens when it stops? If you have no money saved up and your fired you still need to pay your bills. When you save money you are better prepared for emergencies and are better equipped to take advantage of more opportunities that may come your way.


Philippines BPO and Telecommunication Sector

Saturday, February 19th, 2011

In today’s fast-paced and rapidly changing world, access to quality information is considered a critical component for economic development and poverty reduction. Information and communication technologies (ICTs)—such as fixed lines, mobile phones, and the Internet—serve as tools to access relevant information and communication services that are difficult, if not impossible with other human resources and infrastructure.

The Philippines is an important player in offshore call centers and business process outsourcing, trading on its international connectivity, high literacy rate and a workforce skilled in American language. The Philippines telecommunications sector is another distinguished linkage of the BPO. The call center sector has the largest share of revenues in the Philippines ITES industry. Investments in this sector, particularly of internet and broadband services, have been increasing over the years providing substantial support to the BPO operations. Moreover, software system acquisitions are one of the main expenditures of BPO firms. Particularly in 2004 and 2005, investments for telecommunications and sound recording/ reproducing equipment rose by 19.1% and 18.5% respectively, after a sharp contraction of 11% in 2003. However, there is however a decrease of 5.6% in 2008 to P23.7 billion from P25.1 billion in the previous year. The government clearly sees telecom as a basic driver in call centers and business process outsourcing. This is the reason why IT buildings in metropolitan areas have been designed by agencies such as Board of Investment and Philippine Economic Zone Authority to attract foreign companies. Exclusive licenses are also being offered to telecom companies that install fiber access rings for these projects.


BPO, IT and Call Center: Highly Paying Jobs in the Philippines

Friday, February 18th, 2011

Philippines is a place for a large number of career options therefore people can make choice for their career in respective fields depending upon the selection criteria. In general, salaries were always increasing in metro areas namely Makati, Manila, Eastwood, Ortigas and Fort Bonifacio and the rest of the Philippines due to economic growth, especially in the BPO/IT/Call Center industries.  Due to the global economical crisis, some companies in North America, Europe and Australia outsourcing to Call Centers and BPO companies in the Philippines have drastically reduced product sales, which resulted in layoffs for some Filipino employees.  Nevertheless, IT professionals (developers, programmers, designers), tech support and call center support representatives’ salaries are still significantly lower than in the US, Canada, Australia and Europe.

One of the most easily available highly paying jobs is of Philippines call center. This is the kind of option which is a source of income for many people even to students who are looking to start their career. This gives a fresh start as there are multiple call centers open, in fact almost every firm has their own customer service center, so people willing to serve the customers are most welcomed. Similar to the BPO segment another highly paying job is the job in technical support. These jobs fall in the category of the business process that act as an outsourcing medium for many companies. The job of IT professionals in Philippines is still in demand. With most of the companies now believing in internet marketing the demand of the IT people is also increasing.


Government Initiatives in Enhancing BPO Workforce

Tuesday, February 15th, 2011

The emergence of BPO industries has an enormous effect in the country’s unemployment rate. This is mainly the focus of the Philippine government in promoting BPO in the country. The government’s initiatives in the area of educational and training incentives and reforms, enhanced visibility of the Philippine country brand internationally, and better appreciation among Filipinos of the opportunities available in the IT-BPO industry. Recent government initiatives aimed at addressing the problems on labor shortage and the jobs skills mismatch in the business process outsourcing industry include the following:

Scholarship Programs. The “Training for Work Scholarship Program (TWSP)” had earmarked funds for IT industry to provide educational grants for the training of BPO applicants. The program issues training certificates to “near hires” or applicants whose qualifications fall just slightly below a hiring company’s skill requirements. As of December 2008, the BPAP distributed over 44,000 certificates worth P260 million. This translated to improvements in employment yield rates for BPO segments: contact centers (65%), medical transcription (86%), software development and animation (100%). The program was renamed “Pangulong Gloria Scholarship” (PGS) and provided bigger funding in 2009 amounting to P350 million. This aims to benefit 60,000 BPO trainees by providing them tuition reimbursements and training allowances.

AdEPT. The Advance English Proficiency Training (AdEPT) program of the Commission on Higher Education (CHEd) aims to improve English proficiency of the Filipino labor force at par with the global standards. From only 10 AdEPT partner schools in 2008, it aims to partner with 110 to 220 schools targeting to benefit 5,500 students in 2009 and 2010. For school year 2010 to 2011, it aims to partner with 835 to 1,000 schools targeting 25,000 graduates.


Benefits of Telemarketing in Small Business

Monday, February 14th, 2011

Telemarketing can be a particularly valuable tool for small business, in that it saves time and money as compared to personal selling, but offers many of the same benefits in terms of direct contact with customers. Though telemarketing is more expensive than direct mail, it tends to be more efficient in closing sales and thus provides a greater yield on the marketing.  Outbound service can be aimed directly at the end consumer or can be part of a business-to-business marketing program. Outbound call center agents working on this side of the industry generally require more training and product knowledge, as more actual selling is involved than with inbound operations.

Telemarketing increases your sales territory and efficiency because you can reach more prospects per hour, day and week by phone than you can with in-person sales calls. It also provides an effective way to perform relationship marketing. You can use the phone to stay in touch with existing customers, introduce new products to them and make additional sales. Human interaction is an important aspect of telemarketing. You can immediately respond to feedback from prospects while you’re engaged in the sales process. When it comes to lead generation, through telemarketing, a company can compile and update lists of customer prospect leads and then go through these lists searching for sales leads. Telemarketing can screen the leads and qualify them according to priority, passing the best leads to the field sales force for immediate action. The inside sales force also can identify the decision maker with the buying power and appointment setting for the outside sales force.