Archive for May, 2011

Role of BPO during Recession

Sunday, May 29th, 2011

An economic decline in the country is known as recession. Recession has serious effects on the global economy. The commodities would reach to their highest prices and people will cut down their purchasing power. Most people would try to put a major cut on the extra expenses and sneak out from the harsh phase of recession.  These difficult economic times take modern and innovative strategies in order to remain competitive and succeed in the global market.


It’s here that small businesses and outsourcing come into play. A small business shall look at the various options available today to cut down cost. If until yesterday overheads were higher because of in-house operations, it would make sense to outsource them to offshore call centers and reduce them further to reduce the pressure on revenue. Although the recent economic recession had negative impact on the business of several BPO providers, there are still irresistible benefits of business outsourcing during such a hard time. Recession ironically created demand for some BPO services. Companies that laid-off several employees resorted to outsourcing to continue their operations in smaller scale. Business process outsourcing services can also been seeing as the best alternatives to settle up overhead costs from the business, and the cost saved can always be channeled towards developing its core areas. Any small business that engages a business process outsourcing service provider will have the advantages of leveraging their services for increased growth and can also help them to save a lot of money, thereby relieving the business owner a lot of work load, while focusing his energy towards increased productivity.



Being Eco Friendly is Being Healthy

Thursday, May 26th, 2011

Being a green company or being more environmentally friendly is becoming more popular as families and call center in the Philippines realize the benefits of “green” living.  By now, most of us know that going green goes a long way in protecting Earth. But changing to more Earth-friendly habits can also have positive effects on our health.


Reducing Energy Usage. The consumption of fossil fuels is a leading cause of environmental strain and, thereby, adverse affects on our health. When we conserve energy resources, our nation can enjoy cleaner air and a healthier environment, and we can help protect the climate by reducing green house gases. Limiting energy usage or using alternative energy reduces pollutants in the air which will help us breathe better and reduce air particles that contribute to heart disease.


Changing Transportation Habits. Of course, taking public transportation, walking and  making individuals’ car use more efficient including their decisions about what car to buy, when and where to drive their car, and how to operate and maintain it reduce the amount of pollution being released into the environment, but there are other health benefits to changing your transportation styles. Taking in sunlight and nature while pedaling a bicycle improves mental and physical well-being.


Buying Locally Grown Food. Buying organic food grown locally is an excellent way to avoid pesticides and preservatives used in packaged foods. Mass-produced, commercial fruits and vegetables are often harvested before they are ripe and allowed to ripen off the plant may be less nutritional than plant-ripened alternatives. Buying local also reduces the carbon footprint left by food being transported across the country or globe.


Inbound Call Center: Elements of Customer Service

Tuesday, May 24th, 2011

Most businesses realize the importance of providing their clients and customers with a high standard of customer service. If you have great customer service, you will see your business flourish with customers, sales, and many happy returns for both. It is therefore in the interests of inbound call center to ensure their employees have the necessary resources and know the customer service elements to efficiently attend to their customer’s needs.


Professionalism. Consumers come to a business for a number of reasons. By conveying a professional approach at this first point of contact and providing exceptional customer service can enhance a company’s image in the mind of the customer and lead to increased sales and turnover.
On the other hand, if a customer service agent  projects a poor image it can reflect badly on a company’s reputation leading to not only a loss in sales but future return business from customers.


Information/advice. When customers become aware of a need to buy, they seek information and advice. Giving good information and advice is our first opportunity to deliver customer service and encourage a customer to continue their buying journey with us.


Price. Getting a price that seems fair is important to customers. Getting a price that fits their budget is also important. Pushing customers to buy more than they can afford destroys customer loyalty and is not good customer service. An example is a price guarantee.


Quality. Quality is measured in five ways namely performance, conformance to standards, product/service features, reliability and durability.


Philippines Call Center: Importance of Social Networking in Business

Monday, May 23rd, 2011

There is no doubt that one of the most commonly talked about subject by millions of people around the world today is their social networking sites such as Facebook and Twitter. Based on statistics 2010, in total 30 billion pieces of content are shared on Facebook each month and 25 billion tweets were sent on Twitter. These social networking sites have changed the way people interact with their families and friends; as well as businesses to customers.


Creating a social networking existence is paramount in this age of new technology as people want as much information as they can get and they want it now. Social media can be used to increase exposure, familiarity, brand awareness, increase the quality of customer service and strengthen customer relationships. Customer service agents can also interact with users online and talk to them about different aspects of the products and services. Immediate feedback can be given on Facebook, Twitter and YouTube via comment boxes on the various pages offering the chance to communicate with your customers like never before could be the competitive advantage you are after. Even the BPO industry is embracing social networking, allowing its young workforce to step ahead and be a part of the worldwide social platform. In outbound call center, it is a great marketing tool for lead generation. Small business owners are able to build relationships, gain return customers, and receive referrals by marketing the skills as well as services they offer via social networking.


While there are the certain issues to deal with as a result of social network visibility such as open criticism and competitive transparency, it is a fact that social media already has a significant share in advertising, and should be treated as an integral part of marketing mix in every company.


Outbound Call Center: Elements of a Lead Generation System

Friday, May 20th, 2011

Lead generation is one of the most important services of an outbound call center. It allows companies and individuals to find investors, donors, response buyers and even a new business to expand company production. However, looking for business leads is not as easy as it may seem because you have to go through thousands of consumers and contacts before you can find the right leads. Growing is important part of this system because with growing the leads, you will grow the sales and with sales, you will grow your business also. Here are some elements of a great lead generation system.


  • Require little manual effort to effectively run it with the ability to be put almost entirely on “autopilot.”


  • Generates names, addresses, and even email addresses of people who respond and are interested in knowing more about your specific product or service.


  • People who respond give you permission to contact them and give your best sales presentation about your specific product or service.


  • Creates a positive relationship of trust and generates a perception that you are “the” authority in your industry about your product or service.


  • Generates predictable results. The system works like a radio volume control that increases your business when turned up and maintains your business when turned down.


Once you’ve established an effective lead generating marketing plan with an efficient mechanism to control costs, you’ll have a steady stream of qualified leads from a variety of sources. With more options, you can now focus on what you do best, and you’ll have control over where your resources are used.



Philippine Call Center: Boosting Employee Productivity

Wednesday, May 18th, 2011

There is no greater tragedy in Philippine call center than putting competent inbound and outbound call center agent into jobs in which they are destined to fail. When good people are put into jobs to which they do not fit, their potential is wasted and employee productivity decreases.


It is impossible to find a solution to a problem when you are unaware of its exact existence. You must develop a statistical and measurable way to rate each employee’s actual production and then balance those numbers against the cost of each employee.  In order to improve employee productivity you must first measure the current state of their production. It will take a proactive approach to supporting your employee’s in their quest.  You have to maintain positive employee morale through production recognition and always promote from within the company. You have to create productivity incentives as well. Another employee productivity booster is being generous with praise for employees who go the extra mile, improve their performance, meet stretch deadlines or exceed expectations. It’s important to make sure the praise is deserved, because gratuitous comments are not motivating to the recipient and demotivating to everyone else. When employees finally have a boss who recognizes their achievements, they are flattered, energized and grateful.


You will notice that your employee’s morale is proportionately related to their productivity. It is important to treat your employee’s with respect and tact. A demanding taskmaster does not get more accomplished than a helpful and accommodating manager. Unhappy employees do not care about their work and an employee that doesn’t care about his work is unproductive.



Eco Friendly Practices in Philippine Call Center

Monday, May 16th, 2011

Maybe, we think that the only thing green about business was the color of money. This is definitely wrong. We live in a time when corporate responsibility is a household word. Environmental policies of green companies can hold as much importance as advertising campaigns.


As Philippine telemarketing agents, we spend nearly a third of our waking lives at our places of work. Our activities there can have as much effect on the environment as what we do at home, but few among us think a great deal about it. While some of these ideas can, and should, be instituted at a desk-side level, many of them require the buy-in of management to make them effective, and often even possible. This can be done by forming a “green team”. A team approach will help to ensure the success of your recycling program. Encourage participation, and allow input, from all staff. Make it fun. Distribute fact sheets, offer incentives, or host promotional events. Keep all staff informed of the results of their efforts. Provide recycling bins in the photocopy room and lunch room, and replace work station garbage cans with recycling bins. Set up an e-filing system and encourage people to e-file rather than print out hard copies of emails and documents. As well, office supply catalogues aren’t necessary, as most products can be searched and purchased online.


People need to work towards change, towards sustainability in all walks of their life, both at home and at work. Instituting a few green changes at Philippine call center can be a part of the solution, and will help to increase awareness at the very least. And perhaps this increased awareness can carry over into the personal lives of more people.





Philippine Call Center: Building a Trusting Relationship with Customers

Sunday, May 15th, 2011

Customer service evokes different images in people’s minds. One image could be that of friendly, smiling, helpful employees who go out of their way to serve you. Or it could be the opposite; indifferent, unfriendly employees who can’t wait for you to leave or hang up the phone. All of us are customers and we can always recall poor customer service rather than excellent service. Poor customer service can make people feel frustrated and never to do business with that company again. On the other hand, great service feels like a gift. It makes us want to keep on coming back to that company. And that alone is the secret to business success – retaining customers by providing great customer service.


One way is to connect with your customer which is critical. In Philippine call center, this is where you establish rapport and begin a relationship with them. Connecting means you’re building trust that runs both ways. Trust is the glue that holds the business relationship together and is expressed repeatedly in your actions. This includes what you do and do not do. Simple things are key, such as returning phone calls immediately and being consistent in your words and actions. Start by giving them your name and asking theirs. Be interested in them and what they want. Ask questions. Listen. Respond appropriately. Have a conversation with them. Be genuine. In this way, trust is an absolutely essential part of sales, as well as business in general. If trust is not present, customers will not buy.


Always act in the best interest of your customers. Doing business is the process of building a trusting relationship with people.


Inbound Call Center: Excellent Leaders

Friday, May 13th, 2011

Company culture is the distinctive personality of the organization. It determines how members act, how energetically they contribute to teamwork, problem solving, innovation, customer service, productivity, and quality. It is simple to build an engaging culture. In today’s competitive business environment, with the added stress of the economic state, keeping your employees motivated and optimistic is more important than ever. Each time you communicate with a superior or subordinate, you convey your mood to them, and that mood will affect their own. If leaders want people to be engaged, engage them. If leaders want people to be involved, involve them. If managers want good communications and relationships, they communicate and establish good relationships. If leaders want people to be efficient and productive, they help employees understand their financial and production environment.


Effective leaders keep the mission in front of their employees throughout the hiring process and new hire and ongoing training, and they see every communication opportunity as one more tool to keep the mission on the radar. Today’s inbound call center leaders must rely on the skills of a facilitator. The effective call center leader sees call center representatives as partners in coming up with new ways to delight customers. An important behavior of effective Philippine call center leaders is that they never let the coaching moment go. If there’s a call center performance issue, they handle it without delay. They let strong performers know that their call center performance is truly appreciated. Leaders who truly unleash the excellence of their organizations are those who see every day as an opportunity to become a better call center leader.


Philippine Call Center Innovation

Wednesday, May 11th, 2011

Today due to increasing competition and accelerated products and service development cycles, innovation factor is now taking the driver seat and playing crucial role in any corporate success. It is necessary that emphasis on innovation should be given by the people at top of the management and process ought to be smooth to get it reinforced throughout the company. Besides that, management should not only encourage new product development but also need to ensure that innovation is taking shape with the consumer in mind. The following are the main trends driving change in Philippine call center and customer service organizations.


This recession is dramatically impacting the role of contact centers. This is a bottom-line issue. Senior executives and sales and marketing leaders are being compelled to turn to contact center managers for help in achieving enterprise revenue and customer retention goals.


Internet-based social networking is giving customers a vehicle for spreading good and bad news in the click of the mouse. New communication channels are altering customer expectations about service, even if most companies are not yet responding to the new opportunities. Customers are making it blatantly clear those social networks—blogs, wikis, twitter, bulletin boards, etc.—are here to stay. It’s time for enterprises to incorporate these unsolicited service channels into their operating procedures.


Contact centers are converting to revenue generators. While call centers in the Philippines will always have to resolve problems and process orders, they are also well positioned to sell and retain customers because customers openly share their needs and wants with agents. Contact centers will be given sales quotas and will be recognized for contributing to the bottom line.