Archive for September, 2011

Philippine Telemarketing: Lead Management

Wednesday, September 28th, 2011

Lead generation is as important as driving good sales for the company but now the most critical challenge for many organizations is ensuring sales resources are focused on qualified, sales-ready leads in order to maximize sales results. Your sales pipeline and your ability to hit revenue targets all begin with good lead management.


Establish an effective CRM tool. This can lead to enhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow and improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways.


Define a qualified lead.  For better sales effectiveness, your sales staff and the rest of the company need a more granular definition of when a prospect becomes an actual lead that should be forwarded to sales.


Nurture your leads.  The point being that with a good potential customer, you would be able to make an effort to get to know him or her so the next time you make an offer it would be worth it. You can be sure to keep a business relationship if you continue to stay in contact with your leads.


Track the source. It’s important to capture the source of each intervening event so you can determine such things as how many times you need to touch a customer or what order of touches work best.


Motivate your staff about each prospect. The best inbound call center agents focus on detailed qualifying. The more information you have about a prospect, the more excited your salespeople will be about the lead.


Measure everything. You need to decide what you want to measure and why. Then you can capture the correct information upfront. And once you have the right information, you can determine the return on investment of your campaigns and focus on the campaigns and prospects that will increase your sales pipeline.


Call Centers in the Philippines: The Rise of KPO

Sunday, September 18th, 2011

As we all know, businesses are faced with the increasing levels of global competition and challenging customers and employees.  Cost competitiveness and time-to-market have become directly linked with outsourcing and even more so with off shoring. Many companies have embraced business process outsourcing by becoming fast, flexible, and integrative, focusing on customers, competition, teams, time and process management. Philippine BPO is not simply a new business operations strategy.  Rather, it emphasizes process as well as hierarchies with special emphasis on outcomes, particularly customer satisfaction. This growth and evolution of the BPO sector has given rise to yet another wave in global outsourcing which is KPO or knowledge process outsourcing.


Even though KPO owes its existence to BPO, it is a completely different entity. BPO industry usually attracts low end work. This includes employee payroll, data entry, technical support, voice calling, and other back end support. Mostly, BPO requires firms to acquire simpler operational model as workers are only required to gain process expertise perform their tasks. In comparison, KPO industry involves outsourcing of high end knowledge work. This includes research work on intellectual property, legal support, equity research, market research, business research data analysis, and financial analysis. To perform these duties, workers are required to have expertise like analytical skills, business or domain knowledge, legal skill set, drafting, and technical know-how along with knowledge of processes. These services are usually provided by comparatively higher-skilled workforce like MBAs, Doctors, Lawyers, Engineers, and other professionals having expertise in specific domain.


Overall, we see growing client interest in KPO. The sector is viable, vibrant and likely to grow. It also faces challenges, which are in some ways similar to those faced by the ITO and BPO industries. However, KPO will continue to hold client attention and will gain through a steady growth rate.


Philippine Call Center: Delighted Customers

Tuesday, September 13th, 2011

How does a delighted customer differ from the satisfied one? Let me give you an example. A customer went to a coffee shop and ordered for a cup of cappuccino. After few minutes, her coffee was served to her table. Definitely, she expected it to be hot. Then she was satisfied. The next day, she tried to get a coffee from a famous coffee shop in their town. When she got there, she was greeted with a warmth smile by the staff. She ordered her favorite coffee and was served to her after a few minutes. But this time, she was surprised because she got a piece of cookie along with the coffee and the server also offered her newspapers and magazines. From then on, she kept on coming back to that coffee shop.


Definitely, the customer was not just satisfied but was delighted. Satisfaction is based on fulfilling the expected while delight occurs from the unexpected. Companies need to go beyond simple satisfaction to retain customers and attract new ones. This can be done in many ways and everywhere, restaurant, hotel, store or even Philippines call center. For inbound call center, there is more opportunity in exceeding customers’ expectations.  You can do this by ‘going extra mile’ and truly care for your customers. In telemarketing, be flexible in your approach. Don’t just make a sale but offer solutions in the best interest of your customer. You also have to listen to your customers and know what’s important to them. If you received complaints, respond positively and quickly and thank them for their involvement. Use this complaint as a positive thing to help you grow and improve. Keep in touch with customers and check if the products or services are good.


Delighted customers will be more loyal and a business can create create customers for life.  The key for businesses is to determine the right customer experience for a great return.




Improved Philippine BPO Industry through Quality and Technology

Monday, September 5th, 2011

BPO started with non-core processes and is now moving towards more critical applications. It has boomed with call centers in the Philippines and customer service processes, and now is happening with software development, Human Resources (HR), Finance and Accounting (F&A), training, payroll, and procurement. The trend is moving beyond the outsourcing of typical back-office functions into middle-office functions. BPO is catching up with industries like medical transcription, animation production, and even disaster recovery management systems. Moreover, it is not just India or the Philippines that are booming with BPO. Central & Eastern Europe’s markets are aggressively chasing near shore outsourcing from Europe.


Although outsourcing has been seen as a way to reduce overhead expenses, this point of view has changed with time, and the industry is now being seen as part of a larger strategic effort. Now, customers want most- enhanced productivity level and greater value for money. And while IT-BPO clients are interested in all the buzzwords–Web 2.0 communications channels like social media and blogs as well as emerging technologies like cloud computing, SaaS, virtual assistants, and the like–clients expect their services providers to lead and manage fundamental, meaningful, impactful service innovation for them that produces more than savings.  To both BPO service providers and customers, quality and technology are two equally important elements which need to be concerned carefully. In order to deliver a quality and stable service, the provider has a service methodology, the needed infrastructure, people, and skills, technology, and metrics capabilities. Among those requisites, the technological and communication advances is the fundamental factor leading to the wide spread adoption of BPO. The right technology enables the balance of personalization and standardization of the outsourced activities, creating the capacity to design processes that suit the needs of each client, while maintaining a standardization level that enables sustainable long term advantages for both the provider and clients.