Archive for the ‘Philippine Telemarketing’ Category

Ways to reduce hold time and dropped calls in Call Centers

Thursday, July 24th, 2014

Executive Boutique Call Center Agents

 
It is a customer’s worst nightmare to be put on hold. Callers who seek out the assistance of Philippine call center agents are in a hurry and want solutions fast which is why every second matters. “Please hold” are the two words that can decrease the levels of customer experience. At the same time, it can also raise tempers up. In worst cases, many of these calls are hung up or abandoned.
 
A customer’s problem level determines the amount of patience he has on the phone. It is less likely for a caller to hang up if the issue is believed to be unresolvable without the aid of an inbound call center agent. Dropped calls are usually the result from callers who have found a solution while waiting in queue. A BPO with high dropped call rates does not look good to potential clients. Instead of using the dreaded phrase, give the customers other options that they can choose from.
 
• Easy Do-it-yourself options
Easy and self servicing sections are more convenient than letting customers wait on the phone. Examples are mobile apps, FAQ pages and even how to videos. With these easy to use applications, customers are able to do things themselves, at the same time, ridding the call center of abandoned call volumes.
 
• Mobile and Desktop Channels
Not all customers are comfortable to talk on the phone. Open non-voice channels such as email, social media (Facebook and twitter), live chat and even text messaging. This can also be a great option for customers to contact again after the call has been ended without it being resolved.
 
• Always do a callback
It is always appreciated when customer representatives call back when they’ve promised to do so. Callbacks are not only limited to phone calls, but are also applicable when a follow up is done through email. This method reassures clients that their concerns are not neglected. It shows that the service provider cares and chooses to fix the issue even outside the first transaction.
 
A Call center in the Philippines that truly cares for its customers will always provide excellent customer service. Transactions are carefully done leaving the customer with a memory that entices one to transact and patronize even more.

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Types of Industries that outsource to Philippine Call Centers

Friday, July 11th, 2014

The Philippines is one of the most reliable countries to outsource inbound and outbound call center services. Many companies outsource to a Philippine call center because it provides quality work and is not expensive. A good BPO has proven track record and solid clientele line up. An experienced outsourcing company is assured to provide clients with skilled professionals to get the job done right.

 

Clients can hire as many or as less agents according to their needs. Here are the main industries that commonly seek the services of a call center in the Philippines.

 

Service Industry

 

The most industry that is most advantageous of outsourcing is the healthcare sector. During the early years of call center outsourcing, accounting and legal practices were the most commonly outsourced services.

 

Consumer Goods

 

Retail accounts are now a common account in Philippine call centers. Agents handle everything from live chat functions, order receiving and processing, as well as post-sales transactions. Many of these transactions are from major retail brands.

 

Telecommunication Services

 

Telecommunication providers need call centers in the Philippines to handle customer service inquiries from customers. Agents also encourage subscribers to avail of additional services, upgrades and even buy new phone units.

 

Finance

 

Credit card, banking and insurance companies also outsource to Philippine BPO companies. Through inbound call center agents, these banking institutions are able to assist customers by providing solutions. On the other hand, outbound call center agents help banks and credit companies by reminding customers of their dues.

 

The industries that outsource to the Philippines do so to have a team focus entirely on customer support services. Not only does it cut costs, it also assures clients that their customers are well taken cared of. Technical support, telemarketing and other services are only some of the many back office services that a BPO can provide for your customers.

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Maintaining culture & quality calls in a BPO

Thursday, May 15th, 2014

 

Philippine call centers operate at nighttime because it is daytime in most continents. This kind of working shift is new to Filipino workers making them prone to habits to help them adapt to their new environment. However, there are certain mannerisms that should be prevented at all costs to avoid poor quality calls.

 

Agents are trained for as little as 4 weeks or as long as 6 months. During these times, Philippine call center agents are made to develop their communication skills, customer service skills, product knowledge and culture. Outbound or inbound call center agents come from all walks of life. It is important that everyone has the same business goals when they start working in the production area  no matter what.

 

When employees have problems at home, it is required that they leave it there. Going to work in a bad mood can result to agents having a bored or monotonous voice tone. Customers expect a willing and enthusiastic customer representative to answer their inquiries. The last thing they want to hear is someone who sounds like they don’t want to help. Let agents know that HR is there for them to hear their problems out. More importantly, since agents are representatives of a company, it is only proper to address clients formally as Miss or Mister. Save the nickname calling for other agents only, not clients.

 

A call center is a fun working environment where different personalities meet. However, employees should be reminded that the production area is for work related activities only. Eating and talking unnecessarily should be avoided to prevent the client from hearing noise. It shows disrespect and lack of attention. The use of foul or offensive language or tone is never welcome in a call center. Pacify customers with understanding words and do not make the situation even worse by projecting negativity. An office lounge can be of great help to agents who want to pass time and chat while on break.

 

Excellent customer service can be provided when employees are pleasant and in a good place. Management can help them achieve this by setting realistic goals and expectations. Employees often imitate what they see, so it’s important to be good examples to them as well. It is ideal to maintain a happy culture at work, but one should never forget to ensure quality work and calls first.

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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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Maintaining Productivity in a Philippine Call Center

Wednesday, February 12th, 2014

Philippine call centers are known worldwide to be very competitive and productive. As a matter of fact, this is what makes them stand out globally.

 

A contact center outsourcing’s productivity will vary depending on the season. The queue rates will differ as a national event or global holiday fast approaches. On a full calendar year, productivity can soar high or even decline flat.

 

Circumstances like these are unavoidable that is why outsourcing services providers find ways to keep operations productive all year with the following practices.

 

Boosting Employee Morale

 

Goals can only be met if employees work together. Call Center agents down to team leaders, support and managers should be updated with the goals of the season entirely. Working together on the same page is very important for a team to succeed and excel. Call center agents are trained and provided with knowledge about the functions of the services they provide. Consistent and up to date customer service training are very important to make sure your business is customer service oriented. Employee morale are also boosted especially when managers are regularly trained on leadership.

 

Sufficient Equipment Supply

 

It is very important for Inbound and Outbound Call Centers in the Philippines to acquire the latest in Technology when it comes to equipment. High speed computers with own data servers, clear and noise canceling headsets are essential to making sure that each call is in excellent reception. Professional call centers in the Philippines have an in-house IT department that does regular computer maintenance for efficient operations.

 

Employee Engagement and Reinforcement

 

Inbound and Outbound call centers that have the most activities employ more contented and happy employees. Event, contests and other motivational changes are beneficial to call center agents as they can have fun, interact and stay motivated to work. The ideal employee is inspired and energetic. Call Centers who reward, promote and value their employees can also reap good outcome.

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Getting ready for work after a long break

Tuesday, January 7th, 2014

call center agent

 
Reporting back to work after a long vacation or an eventful weekend can be tiresome and will need extra push. Especially if you have to work at night in a Philippine call center.
 
Do not let a new workweek stop you from being productive and hungover from the holidays. Make the first day back an opportunity to improve yourself and work habits.
 
Here are tips on how to start the week fresh and eager to work again.
 
1. Plan your activities – Make adjustments to you schedule for the last day that you’re on vacation. Avoid activities that can tire you the next day to avoid fatigue and even hangovers. Another technique is to wake up early so you can sleep early during bedtime.
 
2. Prepare your things – Nothing is worst than having to bring an empty purse the next morning or forgetting to bring your ID. Call Center Outsourcing companies are very strict in terms of attendance. It is a bad start to be picking up your things all over the place in the morning. All the more being late.
 
3. Arrive early – It is likely that many were also on vacation just like you. Avoid the rush on the first day back to work by arriving early in the office. That way, you will look composed, settled and ready to start the day.
 
4. Think Positive – Work starts to become easy of you think of it as something you enjoy doing. Though you might have been struggling to stay awake while taking inbound call center calls, think of your outsourcing job as the source of all your vacation funds to get yourself motivated.
 
5. Focus on your work – There is nothing better than hearing stories from friends at work. However, save these for break time and concentrate on more important things so you wouldn’t lose your focus.
 
Being an inbound and outbound call center agent allows you to leave all your work worries behind as the day ends. Work hard, do your best and prepare for another adventure to motivate you.

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Excellent Customer Service : What Call center agents do best

Thursday, December 12th, 2013

Customer Service Quote

 

Customer service is what makes a business stand out. Establishments and service providers are reviewed on two things – the goods  and the experience they give to customers. According to a recent in-house survey,  70% of employees said that customer experience is very essential to them. In decision making, the group preferred to revisit the establishments who made them feel welcome and important.
 
Customer service providers and representatives are the front liners of a business. Since customer service is so important nowadays, companies have turned to Philippine call centers as outsourcing partners. The advantage of hiring a contact center is that you get to have your own team that focuses exclusively on your clients by making sure they get the best customer experience.
 
On the other hand, call center agents are more than happy to provide excellent customer service because they are generously rewarded for almost every effort that they make. Inbound call center agents are trained and supervised to find solutions in the best way that they can for your customers.
 
Another reason why these outsourced individuals do their work so well is that they are made to work in a comfortable office with complete amenities that sets a productive atmosphere. With call center outsourcing, you are guaranteed that your outsourced call center agents are ready, able and willing to serve your customers 24 hours a day.

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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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Skills you need to be successful in the workplace

Thursday, October 3rd, 2013

call center outsourcing employee

Are you the ideal call center employee?

 

It takes more than good customer service skills to succeed in a Philippine call center. Though it is very important, there are other things that will make you successful and important in any workplace setting.

 

A typical Philippine call center outsourcing facility has over 100 employees. If you do not communicate well, you could get lost in a sea of employees all trying to vie for recognition. Communicating effectively and precisely in the workplace, particularly in a contact center can lead to great achievements. In order for a call center agent to communicate well, one must adapt to the habit of listening attentively and not just all talk. Make sense by understanding and asking questions rather than interrupting and making boisterous side comments.

 

Good communication skills are very important when building a professional network. By taking part in corporate activities, call center representatives are able to develop their coordination skills as they cooperate with their team to collaborate on several projects. As you go about your call center career, you can’t help but notice the individuals who are cooperative and practice team work while motivating everyone – they are the one’s who will end up becoming team leaders, supervisors and managers. So start treat them nicely.

 

Most call center companies require their employees to finish college, however, intellectually curious employees are acknowledged better since they are able to think and analyze what exactly is going on. Intellects have the passion to go beyond what they read in books or learn during training. They have the habit of excelling in everything that they do. Thinking outside the box for better solutions and even going the extra mile to provide the best customer experience are what they do best. Though these types may not be the ones who will lead the team, they set an example that is worth following and that what makes them the ideal employee.

 

The attrition rates at call centers are very high. But if you have these characteristics, you will be able to make an impact on the right people and leave a lasting and positive mark when you leave the company in good faith. It also gives you the image of a responsible and trustworthy employee who managers can depend on for the company’s continuous success.

 

What kind of employee are you? What kind of colleagues do you have and what do you look for in an ideal employee? Share your thoughts.

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