Archive for the ‘Philippine Telemarketing’ Category

3 Factors of a Reliable Customer Service Outsourcing

Wednesday, October 8th, 2014

Many businesses claim to have the success factor in making sure all aspects of customer service and business development are being met. Success is not achieved by merely having excellent customer support and having quality products and services. The most important aspect of success is when customers trust the brand and make it a household name.
 
Outsourcing to a Philippine call center is one of the solutions that businesses make to ensure that customer service and dependability is highly prioritized in all aspects.
 
A dependable service provider or product supplier meets the customer’s expectation before and after delivery. It takes years or so much hard work to become a reliable household brand and minutes to destroy it. Here are the most important factors to build a successful brand.
 
1.Consistency
 
A business should be reliable in both words and action. Delivery should always be consistent as well as customer experience. Through technological advancements and well trained call center agents, such goal can become a reality.
 
Consistent replies are preferred by customers which indicates a centralized databased with unbiased assessments and no misinformation.
 
Dependability
 
Reliable inbound and outbound call centers provide credible support for your operation needs. A reputable outsourcing office not only has competitive employees but strategic tools at the same time.
 
3. Personalization
 
A Personalized approach is highly preferred with each interaction. Although scripts are important to maintain professionalism, agents can also make the customer experience better by giving it a personal touch. After all, nobody wants to deal with a robot.
 
Customers need a company with a solid background and reputable customer service for them to gain their trust.

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Save your online reputation with Call Center Outsourcing

Friday, September 5th, 2014

call center customers

Consumers contacting a call center hotline


 
Social media is a new marketing strategy that companies use to reach new customers and keep in touch with current ones. Almost everyone has a social media account which makes it easier for consumers to communicate with their favorite brands.
 
Although social media access is very convenient, it also involves higher chances of a company being involved in negative publicity. Poor customer service, stock market crashes and even workplace controversies can go viral in second if not easily contained. Here are ways to avoid being in the center of social media drama.
 
1. Provide excellent customer service
 
The number one reason people take issues to social media is because they received poor customer service from inbound call center agents. In most cases, posts become viral when many consumers can relate to it. The best way to prevent these posts from making rounds on the internet is to make sure that everyone gets fair treatment which is excellent customer service.
 
2. Open communication lines
 
In some cases, people vent out on social media because they do not know who to call. Be sure to publish customer service hotline numbers and enable social media private messaging so the company can immediately address customer issues. Philippine call center agents will be glad to help customers out through these channels.
 
3. Understand the importance of customer resources
 
Understand that the customer is busy or has a financial timeline to follow. Customers want quality work delivered at their most convenient time. Outbound call center agents should call at times that the customer agrees upon and not bother them anytime throughout the day.
 
4. Be Clear
 
It is poor customer service to tell the customer to read the contract or anything else on their own. Terms and conditions should be explained to them as well as why certain issues have arise. Inform them if a new policy changes and let them know if something will be offline beforehand.

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Ways to Increase Agents Product Knowledge

Wednesday, August 27th, 2014

call center training

 
Complete product knowledge is an important key for providing excellent customer service and experience to the customers. Employees who are more knowledgeable about what they sell are much preferred by customers to answer their inquiries. Outsourced call center agents become the company’s representative of reliability and expertise. The impression of a customer depends on how an agent supports the transaction from the time it begins.
 
Customer service representatives that know the products well are very effective employees. Call center outsourcing agents who have this ability are able to have more sales, have faster problem resolution time and performance in general.
 
Here are ways on how to prepare call center agents with the skills they need to exceed a customers expectations.
 
1. Regular and Standardized Training
 
Consistent training is an efficient method of making sure that agents are able to master the standardized processes from the same resource. Training should be conducted accordingly with the frequency of product updates.
 
2. Firsthand Participation
 
The effectivity of a training session only comes in effect if it is practiced and put into use. A firsthand experience guarantees familiarity over the various products and services being offered to the customers.
 
3. Great Compensation
 
Training programs are effective. However, compensation and rewards must be added in order to motivate inbound and outbound call center agents to do better. Companies can use the point system to recognize top performing agents and encourage those who are not as well.
 
4. Training Modules and Guidelines
 
A shared database or reference booklet is useful for agents who want to access accurate information anytime. Guidelines such as information posted on bulletin boards and desks can also be used as cheat sheets. This kind of reference material is practical.
 
By implementing these pointers, managers can transform agents into experts that can convert leads into sales in no time. Turn a boring telemarketing spiel into a sales transaction effectively and watch those numbers go up.

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Most Effective Ways to Turn an Irate Customer into a Happy one

Friday, August 8th, 2014

Executive Boutique Call Center - Irate customers into happy ones

 
Philippine call center agents will always encounter angry customers, especially in an inbound call center setting. Even companies with the excellent customer service and product line encounter irate customers on a day to day basis and it is very important to fix the problem immediately.
 
Here are proven and tested ways to appease irate customers.
 
Apologize
 
Apologizing sincerely is the best way to express regret over the incident. In cases such as natural calamities or delays because of third party vendors, agents should always make sure to apologize even if it is not their fault and find a way to solve it. An apology should contain empathy that tells them they are being listened to, their importance and that the company is on their side. Learn to earn the customers trust as well.
 
Assessment
 
Assess the customer’s problem by asking what it is all about. Let them talk about their issue before asking any questions. If you question about their capability to fix it before they could explain further, the caller might see it as an insult instead of assistance.
 
Settlement
 
Earn back a customer’s loyalty and trust by always giving them something extra. Customers have gone through a lot which costs a lot of time. The least you can do is to extend an extra pleasant customer experience and service for them.
 
Follow up
 
Problems and fixes will vary according to the situation, but after-service should be done regardless of how small the problem is.
 
Customer service does not end after the product has been replaced or when the service is troubleshooted. It is important to make sure that the customer is satisfied after providing the initial customer service. There are three ways to facilitate after-service.
 
• Promptly – Following up promptly shows an agent’s sincere concern for the customer. This practice should be done if the problem has been transferred to another representative or escalated to another department.

• In-house Update – The call center agent should follow up within departments about the concern of the customer.

• Finalization – Conclude the transaction with a formal letter of agreement or a call that signifies the stability of a client relationship. This approach assures the customer that the problem has been solved already.
 
Do not forget to keep records of all the transaction so it will be easier to pull them out if another situation arises.

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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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