Archive for July, 2011

Philippines Call Center: Effective Communication

Wednesday, July 27th, 2011

Effective communication is vital if you wish people to understand your viewpoint. It becomes even more crucial in professional settings, as fierce competition means that customers must be convinced that your products are superior to your rival’s. Having effective communication in the Philippines call center is the cornerstone of establishing trust within inbound and outbound call center teams and making productivity improvement gains in their performance.


Organize Your Thoughts. Organizing your thoughts systematically is the first step to effective communication. You should be clear about the message that you want to convey, and it is helpful to have a framework for the conversation.


Be a good listener. Effective communication is two-way process; if you adopt a one-way attitude, you will fail to create a rapport with your counterpart. By making the other person feel that you value their participation in the conversation, and that you are addressing his/her needs, you make him/her much more willing to accommodate your position. In practice, this means that you must listen patiently and converse accordingly.


React Appropriately. If someone puts you on the spot and you’re not sure what so say, instead of feeling under pressure to say what first comes to mind, take some time to consider your response. It’s natural to want to answer right away and it takes some practice to stop and think about your response, but there are situations that require a bit more thought, at least in how you phrase your response.


Body Language. The message you convey through your gestures, body language, and facial expressions will play a huge role in the response you elicit. For this reason, your verbal and nonverbal message need to be consistent; otherwise, you will send mixed signals and not achieve the outcome you desire.


Inbound Call Center: Team Motivation

Wednesday, July 20th, 2011

Motivation techniques are often omitted from inbound team training. Practical sales skill training is easier to present, and doesn’t require the same research and preparation time. Motivating customer service agent requires regular blasts of effective training, belief changing viewpoints, and support and ideas on goal setting.


Use Your People. You might be tempted to hire employees outside of your small business, but an in-house sales force offers you more control, and at the same time more flexibility. The closer you keep your sales people, the better your marketing will be.


Choose your staff wisely. Simply because someone is a “smooth talker”, does not mean that individual can sell your product. To find the real cream of the crop you must first evaluate the candidate to see if he or she has these qualities: financially motivated, excited to expand their knowledge, self-assured, determined and focused.


Sales Team Training – Coach, Educate, and Guide your sales and telemarketing team. The most important thing in sales is to knowing your product. Nobody wants to buy a product that they are uneasy about. Your inbound and telemarketing team needs to be confident in what they sell. Encourage your sales and marketing team to seek additional training to further educate them in specific areas of expertise.


Non-financial motivation. Listen to your sales team and appreciate them for the hard work that they are doing to help establish your small business. Paid holidays, maternity leave and other benefit packages such as medical and dental, are all great incentives to work hard for your small business, and to stick with it in the long run.


Philippines as the “Next Asian Dragon” in BPO Industry

Saturday, July 16th, 2011

As the IT-BPO industry in the Philippines is experiencing rapid growth at 25 per cent per annum, investors have begun to see this island nation as the ‘next Asian dragon’. According to the Commission on ITC (CICT) chief Ivan John Enrile Uy, several of the major companies in the world are now operating their largest service centers in the Philippines resulting in the rapid growth of the IT-BPO industry in the country.


Quoting Uy, a recent website report says that the IT-BPO industry in the Philippines employed approximately 525,000 workforces in 2010 and had earned over $9.1 billion in terms of revenues. Uy emphasized that the objective of CICT was to reinforce the preparedness of these cities as well as the districts outside Metro Manila to emerge as favorite destinations for investors in the IT-BPO industry. According to him, this plan would help to decongest Metro Manila and, at the same time, widen the opportunities for economic growth to other regions of the country capitalizing on the plentiful and internationally competitive employees available in the Philippines. He said that currently, about 20 per cent of the country’s IT and BPO firms are located outside the core metropolitan regions of Manila and Cebu and this leaning is likely to continue. As cities outside Metro Manila are emerging as new bubs for IT and BPO industry or the Next Wave Cities, the Philippines is presently witnessing the influence of this sector on the rural communities.


Uy mentioned that the leading global research and outsourcing advisory firm Tholons has ranked Manila as fourth and Cebu as ninth in the Top 100 cities in the World for Outsourcing in its 2010 list. In addition, a number of Next Wave Cities of the country, including Davo (69); Sta. Rosa (Laguna) (88); Iloilo (98) and Bacolod (100), were included in Tholons Top 100 cities list for 2010.




Philippine Telemarketing: Balancing Quality and Quantity of Leads

Monday, July 11th, 2011

When setting up a telemarketing plan, the first planning decision you’ll need to make is that of quantity vs. quality of leads. Whether its inbound marketing or outbound marketing there are costs associated with a lead, there are costs associated with the time and effort needed to convert that lead to an opportunity, and there are costs tied to the quality of those leads and how that impacts conversion rates.


When product price is higher, complexity of product is higher, or value per deal is concentrated in a few larger deals, the quality of leads has a direct correlation to sales efficiency and success. The valuable audience you need to market to will consist of only a few specific individuals. So it’s important to expend marketing efforts on only the correct contacts. In other words, high-touch personal marketing will always improve the quality of your leads if initially directed at the appropriate market. But such marketing is expensive on a cost-per-lead basis. You won’t be exposed to as many people, so success depends significantly on the ability to tightly define the target audience prior to spending on them. But when the product price is relatively low, number of units sold is relatively high, and individual deal size is relatively small, large numbers of sales must be made for the business to show revenue growth. In these circumstances, your marketing goal should be a lower cost per lead, so that you maximize the number of people you reach on your fixed budget. Outbound campaign efforts can thus be relatively straightforward and minimally customized, using larger volume and lower cost-per-target programs.


Bottom line is that telemarketing needs to be flexible. As a Philippine telemarketing agent, your job is to support sales in their goal to acquire more customers and to keep your customers.



The Growing Interest of Australia in Philippine BPO Services

Wednesday, July 6th, 2011

Philippine BPO services are the best in Asia solely because Filipinos are comfortable with the use of the English language. With a culture that is closest to western influence, the Philippines is a continually growing back-office sector, that has now expanded its outsourcing partnerships with countries like Canada, U.K., France, Spain, and most especially Australia. The Philippine BPO partnership provides a highly skilled workforce with individuals whose educational attainment is unmatched in the rest of Asia. The country provides a better climate for business as well as great opportunity for growth. Outsourcing in the Philippines is a thriving business because of its proactive government, which encourages businesses to plant their roots within their country. Most of all, the Filipino himself is the greatest human capital asset.


In line with that, the Philippine IT/BPO industry has certainly caught Australian interest. Based on estimates by the Business Processing Association of the Philippines (BPAP), the share of the Australian market in the total revenue generated by the industry has grown from 1.5 percent in 2008 to 6 percent in 2010. The US remains the top market with 70 percent share, followed by the UK and Japan. The Australian Contact Centre Outsourcing Market Report 2011, published by, a leading Sydney-based research company, points to increasing outsourcing to the Philippines among Australian companies surveyed, compared to results of prior surveys. In previous years, while majority of Australian companies outsourced to service providers within Australia, India was the second most popular destination to outsource.


The Philippines has really defined professionalism in Business Process Outsourcing today. With the best technical support, IT-analysts, and customer service representatives, there is no doubt that the Philippines has succeeded in doing what it does best.




Philippine Call Center: Work Relationships

Sunday, July 3rd, 2011

In today’s unpredictable and challenging business environment, you have to build successful work relationships and interact with people in a positive way to achieve your organizational goals. Developing good relations with Philippine call center agents and the supervisor should be one of your top goals when you begin work. Good relationships will allow progress to be made and will make work more enjoyable, but they must be kept in balance with the work itself. Here are some rules to keep in mind.


Do not become too intimate with co-workers or the supervisor. Becoming friendly with a co-worker is fine, as long as others are not excluded, and everyone is treated with the same respect in work-related situations. Your first consideration is to get the job done. Your second consideration is to enjoy your work.


Learn to keep emotions and feelings under control. No matter how rude someone is to you, stay calm and don’t lose your temper. It’s helpful to explain how you feel about what they said or did. Keep your voice calm and speak clearly. Let the supervisor handle it from there. It is better to try to solve problems yourself, if possible.


Avoid gossiping about co-workers. For example, running to the boss all of the time to tell him/her that a co­worker was on the phone or browsing facebook or a co-worker was reading a newspaper at his desk is not professional or ethical. Workers who do this are rarely trusted because they are so busy with other people’s business that they can’t tend to their own.