Archive for the ‘Call Center News and Events’ Category

The importance of treating employees like customers

Thursday, April 3rd, 2014

The main duty of Call Centers in the Philippines is to serve customers by providing excellent customer service through courtesy and product knowledge. Agents represent the company brand and that is why only the best practices are given to the callers.
 
Outstanding customer service begins at the workplace. Without harmony in the office, agents will not be able to produce such enthusiasm to provide what customers need. The Philippine contact center environment can often times be a place of competition or loneliness. To rule out these situations in a team, interaction within the workplace must be encouraged.
 
Here are ways on how to maintain a positive and professionally healthy relationship in a Call Center Outsourcing office.
 
• Be an advocate of Positivity
A good employee exudes positivity in everything he does. Constantly fretting and complaining about work is a sign of negative vibes which can eventually bring the team’s spirit down. Encourage optimism by reminding them of how lucky they are to be employed and the incentives they’ll be getting if they perform well.
 
• Listen more
Empathize with your coworkers and help them with their workplace related issues. A successful team assists each other in the office for their well being including the company’s.
 
Open communication channels
Managers and agents alike should keep all communication channels accessible. Just as it is to customers, so should it be in the office.
 
• Employee value
Call Centers in the Philippines offer incentives to patron customers who has given them support over the years. It is also advisable to give out rewards to agents who have been loyal employees. There is no achievement too little; exceeding quotas, good performance or perfect attendance all deserve recognition.
 
The effectivity of a team’s customer service effort starts with how they interact with each other in the office. Practice these simple steps to create a conducive place for working and positive thinking.

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Celebrating Thanksgiving

Thursday, November 28th, 2013

 

Today marks a special day for the United States and all Philippine call center employees who have American clients. Thanksgiving Day is one of the most important holidays in the year. Though it is important to be thankful every single day, Thanksgiving is the day to celebrate its appreciation, meaning and reflection. It also means no work for most call center agents.

 

There is always something to be thankful about. From the roof on your head, the shoes on your feet, the people who keep you company or the call center outsourcing office you are employed at.

 

If you are still not convinced of how blessed you are, here are some things at work that are very important but have been neglected because it is always there.

 

Internet access, air conditioned rooms and comfortable seats are not available at every workplace. Think about it and be thankful since many have to work under the heat of the sun or sit at chairs with no back support.

 

Philippine contact center employees are paid above the minimum wage. Aside from monetary and health benefits, call center agents also have many learning opportunities such as the ability to improve their communication skills through training and coaching.

 

A supportive, understanding and approachable management is also something to be thankful for. Working for a good boss is very motivational and not everyone has the privilege of doing so.

 

Another thing to be grateful for is being around colleagues that are helpful and nice.

 

The most rewarding aspect of being employed in a Philippine outsourcing company is the sense of importance and worth. Call center agents are essential in providing customer service and to their families as they bring home the bacon.

 

What are you thankful for? Share your thoughts and be sure to let your friends and family know too. Happy Thanksgiving and enjoy the rest of the weekend!

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EB Call Center Helps Calamity Victims

Thursday, October 31st, 2013

 Executive Boutique Call Center, through its corporate social responsibility, has managed to donate over $1,500.00 worth of food, makeshift tents and other supplies to the victims of the 7.2 magnitude earthquake that devastated Bohol and Cebu.

 

125 Pieces of Mats, Mosquito Nets and Blankets

 

Canned Food and Other Supplies

 

We would like to thank everyone who participated in making this Philippine call center effort possible.

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Dressing appropriately for call center company parties

Friday, September 13th, 2013
Ladies dressed appropriately for the occasion

Ladies dressed appropriately for a Philippine call center event

 

Dressing for an office party can be quite stressful and confusing. Though preparing for an event may seem like fun, you still have to be conscious about looking appropriate for your bosses and supervisors. A call center outsourcing company is one of the businesses that hosts more than one event in a year. These outings take place because it motivates the employees and prevent further attrition among them.

 

It is a call center agent’s responsibility to do their job correctly on a daily basis. Whereas Philippine call center managers should also make efforts to motivate them through these parties.

 

No matter how fun and exciting the party theme is; limits, designs and even budget should always be remembered and set.

 

What to wear – Always be mindful of what you wear. Stick to the theme and dress code but be mindful of where the venue is. Long gowns and costume-like dresses do not belong in a bar that’s situated in a mall. Whereas shorts are inappropriate in a hotel ballroom setting – unless you want to look silly.

 

How much to spend – For practicalities sake, spend only within your means. Parties like these often award the best looking people of the evening with a sash and a little amount of money. Unless the prizes are higher than what you’ve spent or earn, save the couture and splurging for your wedding and raid your closet or the bargain section instead. Be creative – mix and match and you will see a whole different look without burning a hole in your pocket.

 

Whether you are in a call center outsourcing company event or not, outfits should not be doing the advertising for you. Unless you want to give out the image and attention your attire displays – dress appropriately. Though your clothes may be a way of expressing yourself, some people and places won’t view it that way and you will end up being offended instead.

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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.

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Philippine BPO: US and Global Trade Benefit from Outsourcing

Friday, January 20th, 2012

A proposed US law that discourages the outsourcing of jobs to overseas markets like the Philippines has got local businessmen worried. And they have reason to bother. This statement from the US president will undoubtedly have an impact on the business process outsourcing (BPO) and knowledge process outsourcing (KPO) industries, as well as the information and communication technology (ICT) industry of countries outside the United States. President Obama’s statement is aimed at encouraging US companies to create jobs within the country and hire locals instead of outsourcing core and non-core services abroad – a practice that fuels BPO, KPO and ICT industries in many other countries such as Philippines.

 

The Philippines after all is the biggest beneficiary of America’s call center business wherein recently, it has surpassed India’s as the largest in the world. The Philippine BPO industry alone is targeting a 26% growth in 2010 to outdo its 20% revenue growth the preceding year. However, President Benigno Aquino still has a positive view on this matter. He said that the issue hasn’t changed since it was brought up four years ago and it seems related to the upcoming elections, and may well fall by the edge. In addition to this, there was a study that shows the effects of the outsourcing industry in the US economy and world trades in general are very positive. The report also indicates that the US economy is experiencing revival in profits in the global trade market because of its broad program of outsourcing.

 

In conclusion, US firms become more competitive when they outsource and so the practice should be supported for it enables US companies to sell the world. And for as long as BPO and knowledge process outsourcing companies deliver quality performance and cost savings, American firms will prefer to take their business to offshore BPO and KPO destinations like the Philippines.

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2012 BPO Trends

Wednesday, January 4th, 2012

Competition in the business processing outsourcing in the region is likely to take shape this year as firms gear up for huge opportunities that have come with advanced technology. Today, the country is seen as one of the fastest growing BPO centres in the world. According to Datamark, Inc., one of the biggest process outsourcing companies in the U.S., advancements in technology will drastically change how the BPO industry works and new outsourcing options will be reviewed. Apart from that, the company also released a roster of the hottest trends in the industry next year.

 

Increase in mobile apps. With the easy access to tablets and smart phones, mobile apps will continue to increase next year. Expect BPO providers to provide clients with mobile apps for monitoring and auditing outsourced processes. Features will incorporate business intelligence, dashboards, analytics and instant messaging with the provider.

 

The “social” contact center. Utilizing Facebook, Google+, and Twitter for customer service will increase, as well as using chat on social networks, therefore decreasing the use of phone calls and emails.

 

The rise of gamification. Business process engineers will apply game theory to more and more business processes as a way of driving innovation into the enterprise. Using gamification makes tedious and repetitive tasks more fun so more of it will come forth

 

Latin America will become more popular as a nearshore destination. With a 20 to 40 percent labor differential, an excellent BPO workforce, and a good deal of those who are bi-lingual, Latin America will see more action.

 

Technology proving grounds will clear up the clutter. Technologies such as robotics, embedded sensors, QR codes and language recognition will all be part of a toolkit to lower costs and increase efficiency and reliability. BPOs will pilot-program many of these products, either with their own internal processes, or with clients’ processes to meet a demand for innovation.

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US Downgrade and Its’ Effect on BPO

Sunday, August 14th, 2011

The historic US credit downgrade is unlikely to impact heavily on local investments, according to President Aquino. He also said that the value of investments in this country will not change with what is transpiring in America and if it’s profitable to do business here, it will remain to be profitable.

 

Noynoy, in turn, was immediately in the news supposedly “scrambling” his economic officials to prepare for the impact of the credit downgrade. S&P’s downgrade, while unprecedented, has been a long time in coming. The US economy appears to have yet to rise from the 2007 financial turmoil and its consequent effect of a global crisis that hit most of the big European economies. But the worried question is how does this affect the outsourcing industry of the country? For an industry where the peso-dollar exchange rate plays a huge role, business process outsourcing (BPO) players will definitely see the effect of the US downgrade. Western companies may be a little bit more cautious when it comes to spending due to the current global economic situation. Since the US is the largest market of the Philippine outsourcing industry, this downgrade will surely be felt in one way or the other. However, the industry remains confident and optimistic and growth is still projected in the next few years.

 

For one of the poorest economies in the region, the Philippines’ strength remains in its labor force, something that Noynoy, like his predecessor, had failed to recognize in terms of policies to stimulate employment. It had taken the recognition of other countries for Filipinos to find dignity in work, be it on commercial sea vessels of the world that are manned mostly by Filipinos to business process outsource (BPO) businesses that mostly now value Filipino skills over any other nationalities.

 

 

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Call Center in the Philippines: Green Office Tips

Tuesday, August 9th, 2011

Many Philippine call centers talk about social responsibility but how many of them actually understand that? Unfortunately, when it comes to deciding profits and the environment, the last is often loses.  But, despite this, a few call centers in the Philippines are proving that eco-friendliness and profitability do go hand in hand. Going green at the office can be very effective in demonstrating practical benefits of being environmentally friendly as well as saving business money.

 

Say it through e-mail. E-mail and instant messaging make interoffice communications quicker and easier than distributing paper memos. E-mail newsletter distribution means your customers receive information about your business sooner. Your company can use social media similarly, by offering promo codes and discounts for mentioning tweets and other messages from your business.

 

Making paper cuts. Print and copy on both sides of the paper whenever possible, and post instructions near the copy machine and printers to eliminate excuses. Or consider making this the default option on office equipment. Use a smaller font to print documents when possible. Reduce junk mail in a variety of ways.

 

Use it again. In situations where maintaining your corporate image is not necessary, re-use envelopes. Cover your address with a mailing label, or buy specially designed labels that identify the envelope as “recycled.” This habit may even boost your image as a “green company”. When you receive packages, keep bubble wrap and other packing materials for re-use.

 

Think before you buy. Ask inbound and telemarketing agents to bring in their own mugs instead of stocking the break room with styrofoam cups. Use rechargeable batteries whenever possible, and buy recycled printer ink. Bulk purchases can save your business money, but wasting supplies is never an efficient use of your company’s funds.

 

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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.

 

 

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