Archive for May, 2012

Reasons to take your Philippine call center job seriously

Wednesday, May 30th, 2012

Being an outbound call center agent is one of the most sought after positions in the Philippine BPO industry as well as being an inbound call center agent. Although the attrition rate is reportedly said to be high, the number of applicants who apply for a Philippine call center job has never declined.


On a typical weekday, over a hundred job applicants that include students, new graduates, career shifters and the unemployed line up early to try their luck at applying in a call center facility and start their new career through the initial step which is the recruitment process. But sadly, not everyone passes even the first stage. There are many factors to remember when applying for a Philippine call center job and the most important thing to keep in mind is that a call center facility is not a place to look for temporary employment and wait out time.


For most job applicants, seeking employment at a BPO facility is only transitory as they wait for nursing board exam results, an opportunity abroad that may or might not arrive and all the wrong reasons that will never include career growth and development. If you think about it, there is so much more than just momentarily working as a call center agent; when taken seriously, a career in the call center can bring you more than just employment but as well as financial growth, opportunities and even managerial positions that you can never seek elsewhere given your occupancy and age. So before you plan on going through the long recruitment process and plotting out your tenure at only six months, you might seriously want to consider these reasons on why you should take your call center job seriously.


  • The Philippine call center is only a very small percentage of  industries that can start you off with more than the minimum wage even if you only completed two years of college regardless of your academic course. Your salary doesn’t also depend on your connections (unlike many Philippine offices) with the management since legitimate call centers are based in the United States and have standardized pay.


  • Your promotion, evaluation and overall career growth will depend on your work performance. So it doesn’t matter if you are rich or poor, trendy or timid and what your gender orientation is; everything will be calculated accordingly by how you work. If you do not strive hard, you will never earn your bonuses and what not regardless of how good looking you are or how long you’ve been working there. In fact, there are many new call center agents that earn higher than those that have long been tenured because they perform better.


These are only few of the many reasons why working at a call center in the Philippines is better and should be taken seriously. Because if you don’t, you will end up applying and working at every facility which eventually makes you lose all your credibility. So step up and work hard at where you are.





How to become a green establishment

Wednesday, May 23rd, 2012

These days, many Philippine call center offices and businesses are already eager to create environmentally sound and safe work places to make it better for the employees and the environment. There are just so many ways to become a green call center and it won’t even cost you extra. Here are a few tips on how to be one.


E-mail and instant messaging make interoffice communications quicker and easier than distributing paper memos. E-mail newsletter distribution means your customers or clients receive information about your business sooner. Instead of printing out e-mail messages, file them in Outlook or another e-mail system. File the attachments on your hard drive or on a shared drive. Convert an e-mailed invoice to a PDF. Print any documents only if absolutely necessary. Change all of your light bulbs to CFLs, LEDs, or other energy-saving alternative light bulb solutions. Turn off and unplug all computers and electronic devices after office hours; because even when these devices are turned off, they will continue to use electricity unless you unplug the power cord to keep them from charging all night.


Likewise, you should also unplug coffee machines and other appliances at the office when they are not in use so they don’t pull electricity all day. Reduce office trash as much as possible, and compost or recycle the rest. You may not consider commuting to be a part of your office’s environmental impact, but your transportation policies can make a large difference. Make walking or riding a bicycle an easier option by offering showers and private changing areas at your office. If inbound call center agents and outbound call center agents agree to walk, bike, or take public transportation to work, offer them a small bonus for encouragement. Use recycled products everywhere you can around the office. Reuse folders, boxes and all other office supplies for as long as possible before purchasing any new ones.

Going green at Philippine contact center can be very effective in demonstrating practical benefits of being environmentally friendly as well as saving business money.




Customer Service 101

Wednesday, May 16th, 2012

Good customer service is the foundation of any business such as Philippine contact center. In today’s world, business competition is harder than ever and consumers are willing to spend more in exchange for excellent customer service. Most businesses realize the importance of being committed to customer service that’s why they outsource and make use of inbound call center services and outbound call center services.


A Philippine call center must know that they not only need to meet their customer’s expectations, but they must strive to exceed them. For inbound call center agents, there is more opportunity in exceeding customers’ expectations even when they’re complaining. The important thing is that you listen and don’t tell them that they’re wrong; then acknowledge the issue, try to reach an agreement, and do your best to keep them happy. They may not be right, but at least you listened to their point of view. Usually people just want to be heard. You must use this complaint as a positive thing to help you grow and improve.


In an outbound call center setting, you need to be flexible in your approach. Don’t just make a sale but rather, offer solutions in the best interest of your customer. You also need to let customers drive how you interact with them. Though you may not always be able to offer the type of communication channel your customers want, you can still be responsive to their behavior. Lastly, honor your word. If you tell someone you’ll follow-up with them by end of day, you have to do it. There’s nothing worse than having someone tell you they’ll contact you later, then having to track them down again. Keep in touch with customers and check if the products or services are good.


Good customer service results to repeat guests while bad customer service drives customers away taking their friends, family and workmates. It is very important to have a good customer service not just to make the customers happy but to attract potential customers.