Archive for the ‘Call Center Articles’ Category

« Older Entries

Ways on how a Philippine call center agent can save money

Wednesday, June 20th, 2012

The Philippine contact center is known for compensating inbound call center agents and outbound call center agents a hefty amount compared to other industries which is why many of these Philippine call center agents live a lifestyle that involves a lot of shopping, bills, eating out and what not. Because of this way of life, many have turned to debt as they went beyond their means.

 

To save yourself from debt and have a decent savings fund, you need a reality check and keep in mind that you might not have your job, or your health tomorrow! But before anything else, rid yourself of debt first. Stop loaning for unnecessary expenses and if you already have, make sure you pay them on time; that way, you can have the money all to yourself already and not earn for someone else. It is also wise to set a goal with regards to the amount you’re saving. You don’t need to save so much on your first attempt, but at least have something to look forward to as a start. If you are looking into buying a house, you might want to save for the downpayment first before the monthly payments – make sure you have a time frame too! You cannot just buy something then later on realize you can’t pay for it anymore.

It also helps if you keep a record of all your expenses and review it regularly so you get to see where your money is going the most. You can either cut down your expenses or reassess your way of spending by setting a budget for commodities and leisurely things. Another way is to stop using credit cards; as much as it is handy to swipe them in times of need, you can never be too cautious as you might end up swiping more than you can pay. Remember, if you think you can hide from collectors now, you cannot run away from having these records in your overall financial account permanently in the long run. So if you intend to loan a house, car or even apply for a visa someday, you might want to think about settling your credit card debts first.

 

More importantly, ask yourself, “Do I really need these things?” if you don’t, you might just want to close that half empty wallet instead.


Tags: ,
Posted in Call Center Agent Articles, Call Center Articles, Philippine Call Center | No Comments »




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.

 

 

 


Tags:
Posted in BPO, Call Center Agent Articles, Call Center Articles, Philippine Call Center | 1 Comment »




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.

 

 


Tags: ,
Posted in Call Center Articles, green call center, Philippine Call Center | No Comments »




Setting your goals in a Philippine Call Center environment

Thursday, April 12th, 2012

Do you remember the days when you were still in school? And your parents used to ask you, “what do you want to be when you grow up?” you may have mentioned several profession titles like being a lawyer, a teacher, a hotelier, an engineer or even a doctor. But these days, there are more options as to being a licensed professional since there are a lot of BPO companies available.

 

You may have once thought of a clear and bright future but all you ever did was plan for your career. Most job seekers all want the same things; a job that pays well that allows you to earn loads of money so you can settle down in the big city, with a lifestyle that makes a statement to family and friends. But as you all know, it’s not that easy to attain unless you work hard.

 

Attaining success and making your job the right career requires hard work and sacrifice. You should spend some time to make sure that you are crystal clear about what you want in your working life. In addition to that, your career goal should be one that you truly want and not what others want for you. This is important because you will not be truly happy and fulfilled if you are doing it just to please somebody else. Most importantly, you should have a convincing reason why you must achieve this career goal. However, there may be times that you find yourself striving to move forward but getting nowhere instead. Remember, whatever your personal barriers to career growth and development, you can overcome these obstacles. Anyone who sets goals, creates a timeline for success, has adequate support, and strives for excellence can prevail over these barriers to achieve the success that all people deserve. Like your goals, only you can decide which ones to believe in and pursue.


Tags: , ,
Posted in BPO, Business Process Outsourcing, Call Center Agent Articles, Call Center Articles | 7 Comments »




Philippine BPO: Meeting the Challenges of Non-Voice Sectors

Thursday, March 29th, 2012

It was the year 1992 when the first Business Process Outsourcing was first introduced in the Philippines. From then on, a lot of call center companies have grown on major cities in the Philippines. The BPO in Philippines was even named “Sunshine Industry” because of the rampant establishment of BPO firms in this country. And now, the Philippines has overtaken India as the number one BPO service provider in the world.

 

But as we all know, it is a very competitive world out there, countries around the world are now seeking to challenge the Philippines’ dominance in the business process outsourcing (BPO) sector, especially in more high-value, non-voice services.  Non voice jobs involve table jobs such as transcription, insurance, finance and across industries like airlines and transportation, securities, human resources, litigation and financial services, insurance, data processing, e-publishing and healthcare. The new challenge is how to develop our own qualified workforce with the specialized skills required by the non-voice sectors such as scalability of entry-level talent; availability of specialized skills; availability and quality of managers; and migration of skilled talent. It is very essential for us to make sure our schools graduate young professionals who can fill in this human resource gap. Government, industry and institution of higher education are enhancing the regulations in training potential call center and other BPO workers and those engaged in non-voice BPO to make them more competitive and attractive to the industry. TESDA has even ramped up support for training and development of non-voice based skills in the BPO sector particularly in the Visayas to boost the region as a choice destination for investors.

 

It is very evident that our country is achieving another goal,  not just as the number one spot in the outsourcing industry but also as the haven for non-voice BPO services.


Tags: , , ,
Posted in BPO, Business Process Outsourcing, Call Center Articles, Call Center News and Events | 3 Comments »




Philippine Call Center: Dealing with Difficult People at Work

Saturday, March 17th, 2012

When you start working in Philippine call center or any establishments, have you ever felt intimidated by your co-workers? Actually, this is just a normal thing that happens to anybody whenever they find a new job. It’s a fact that finding a new job is difficult but what might be even more difficult is figuring out how to get used to the new environment that they are working in. Dealing with difficult people is one of the most challenging aspects in workplaces. It may also be a very emotional issue that every time you become upset, in despair, angry, or hurt due to the untoward behavior of a coworker, there becomes a moment in which you feel like giving up at work.

 

Engage in communication.  Effective communication is always important. Many times, an argument will develop because of communication breakdowns. When someone is talking, listen carefully and make sure you understand that person’s point before you respond. Likewise, make sure the other person understands your own point.

 

Recognize and respect qualities. Keep in mind that all employees are valuable assets in the business community whatever they are like. Each one has an important role to play.

 

Use a learning mindset approach.  Approach each interaction with an open mind—avoid making decisions or predictions before you start. Really listen to what the other person has to say and remain open to their viewpoint. When people feel your support, they will be more willing to work with you.

 

Don’t be a difficult person yourself.  It is easy to identify someone else being difficult. But, how many times do you look in the mirror and acknowledge that you are the one being difficult. Know thyself and recognize what triggers your own responses.

 


Tags: ,
Posted in Call Center Agent Articles, Call Center Articles | 8 Comments »




Outbound Call Center: Basics of Telemarketing

Monday, March 5th, 2012

Because of high competition in the global market, organizations around the world are looking for more cost effective way to reach their customers. It is a way to link the efficiency of automation to the real marketing needs of highly competitive business world. Telemarketing is the systematic use of the telephone by trained people to increase profits and reduce selling costs. It is all activities connected with, anticipating, identifying and satisfying customer requirements by phone.

 

To succeed in telemarketing, you should also be fully aware of the main purpose of the call as well as what you want the recipient to do after the call. It is also best to set a secondary objective that seems realistic. When it comes to generating sales leads, you have to remember that time is money for both you and your potential client. Be concise, clear, and spell out your intentions before the client gets the chance to hang up on you. However, you should also be ready to listen to what the he is trying to say. If he does not seem interested in the products or services you are offering, you have to respect their decision and thank them anyway. It is also important to ask meaningful questions that will illustrate problems that your clients may be experiencing. Do your best in sounding natural because there is nothing worse than listening to someone who sounds like he is reading straight from a book. A good telemarketer is a good listener but also someone who can make others disclose in him or her to a degree from the onset. That’s because the telemarketer must get his/her prospect talking. And that’s not possible unless the telemarketer’s manner evokes some trust in the other person. This is a vitally important make-or-break point of telemarketing.

 

 

 


Tags: , , ,
Posted in Call Center Articles, Outbound Call Center, Philippine Telemarketing | 1 Comment »




Philippine Telemarketing: Adapting to Night Shift Work

Wednesday, February 22nd, 2012

While everyone else calls it a day, Philippine call center agents are just starting theirs. This is how it is when you work in the inbound or outbound call center.  Working the night, or graveyard, shift can change your life in many ways; you need to learn to sleep in the day, find new ways to keep yourself alert, your body’s rhythms and hormones can begin to shift, and eating takes on a whole new set of challenges.

 

Sleep is one of the most important gifts you can give your body. But you are fighting your body’s natural sleep-wake cycle by staying up through the night, and sleep loss can be dangerous. Even if you are sleeping during the day instead of the night, you still need an average of eight hours to keep your body functioning properly. Go to sleep as soon as you can after work. Relax in a warm bath and then hit the bed. It’s also important to make your room as dark as possible and avoid the overuse of sleep aids.

 

Eating healthy when your timetable seems so backwards is difficult. To maintain a nourishing diet, it’s vital to adjust your meal routine around your schedule. Do not skip meals. To avoid pumping in empty calories from vending machines or fast food, plan ahead. It is easy to eat to pass the time, but you’ll gain weight this way. Bring a healthy meal with you to work. Drink lots of water. Sufficient water in the body improves alertness. Limit your consumption of caffeinated drinks. Consume no caffeine at least 4 hours before sleeping. Cut down on your alcohol intake, especially before sleep. Alcohol usually induces sleep, but it reduces the quality of sleep.

 

Proper sleep and a healthy diet are especially important for night shift workers. Treat your body right so you can withstand the challenges of working in call center.


Tags: , ,
Posted in BPO, Call Center Articles, Inbound Call Center, Philippine Telemarketing | 4 Comments »




Happy Employees Provide Great Customer Service

Sunday, February 12th, 2012

In light of today’s economic setting, it’s more important for companies to have happy and productive employees. Your business is only as successful as its staff; therefore, it is of utmost importance that you develop a positive work culture in your business.

 

Happy employees are any business’ best asset. However, keeping them happy in any economy is hard work. If the workplace is stressful, employee production goes down. Happy employees are satisfied and feel a sense of accomplishment in their work. They like themselves and what they do, and find satisfaction from their work. The best employees prefer to work for companies that provide the type of exceptional value that creates customer loyalty, thus, creating loyalty has become the toughest test for leadership in Philippine call center. Great customer service depends on the people providing that service. They have to be willing to serve well. They have to be inspired to go beyond what is their responsibility, in other words, they have to be treated well.  When workers feel that they are a dynamic and essential part of the team, they are more productive and willing to go the extra mile for customers and co-workers. A positive work environment is critical no matter how many employees you have. Therefore, give praise openly, set goals appropriate to the work, and always take your employees’ needs seriously. It is management that fosters the work atmosphere so they are responsible for conducting things in a way that helps raise people’s spirits.

 

A company will have strong customer service if it has strong leadership, and the commitment that this leadership conveys. When you have a happy and productive workforce that is eager to contribute, your company can weather any storm.


Tags: , ,
Posted in BPO, Call Center Articles, Inbound Call Center | 1 Comment »




Inbound Call Center : Understanding Customer Engagement

Friday, February 3rd, 2012

In this newly social online world, it can’t be denied that it’s the age of smarter consumers wherein customers are really challenging. They incorporate new technologies into their daily lives and their philosophy is they want to be served, listened to, known and empowered. They see consumption as far beyond a transaction with a more experiential view and seek through this experience to fulfill their needs.

 

All this has had a significant impact on how brands are now positioning themselves, and how they re approaching their customers. In this period of intense competition and fleeting customer loyalty, the ownership of the relationship is now with the customer.  Companies need to strengthen customer relationships and optimize business outcomes by proactively engaging customers with the ideal customer service through any channel the customer favors. Interaction is an important factor. Every interaction with your company creates a lasting impression on the customer that’s why social media is providing an empowering platform for customers to very publicly discuss your company’s product and brand. In achieving your business goals, you also need to optimize your resources including inbound call center agents, business process outsourcing, back-office and automated systems. Legacy infrastructure and disparate hardware and application systems must be integrated to empower every employee responsible for customer service, sales, and support.   Another is every customer interaction incorporates an underlying customer process to ensure that the back office achieves similar efficiencies as its contact center counterparts.  Performance management and analytics will also increasingly play an important role in helping business executives determine customer engagement effectiveness and guide the decision-making process.

 

Customer engagement involves developing and fostering a sense of trust, emotional commitment and an ongoing involvement with your company. Your brand is not just viewed therefore as a functional benefit to be purchased for a price rather its a relationship partner in your customers life.


Tags: , , , ,
Posted in Business Process Outsourcing, Call Center Articles, Inbound Call Center, Outbound Call Center, Philippine Telemarketing | No Comments »




« Older Entries