Archive for the ‘Virtual Assistant’ Category

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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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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Inexpensive ways to motivate call center employees

Friday, September 6th, 2013

The ability to create a good working environment and motivate employees is one of the best skills a manager can have.

 

It is every business owner’s dream to employ a hard-working and passionate team that is loyal and only aims to improve and grow. In a Philippine call center, it is very important to have this kind of attitude towards work, especially since attrition rates are very high. By hiring the right leaders to manage teams, you will be able to reinvent the culture, inspire call center agents to be passionate about customer service and improve the company though the employee’s outlook.

 

Here are ways on how to create a good working environment for everyone without spending a fortune.

 

Praise your employees – It is the easiest to give and everyone wants to hear it. A simple praise from a manager or CEO improves employee morale very much that they’d want to work hard and do more because of it. Be generous with it and give praises every time you see improvement from the team and if you can, do it in front of others.

 

Hire internally – Are you looking for a manager to supervise your inbound call center agents? Don’t hire one! Promote one from the team instead. Allow them to work together and on an equal level with each other. Hiring someone from the outside will result to a long transition phase or adjustment period and might not even gain the team’s respect. It will also motivate the rest to work hard so he’d be like the person who got promoted.

 

Share your ideas – Most people don’t like being told what to do. Instead of demanding what you want, ask them by sharing your idea and coming up with the phrase “What about…Do you think it will work?”.

 

Do not criticize in public – It is demotivating for employees to know that they did something wrong. Instead of correcting them while others are around, try an indirect approach and let them learn from their mistakes. Call center employees are already stressed out from talking to irate callers, the best you can do is find solutions and not blame people.

 

Make everyone feel important – A call center outsourcing company’s success cannot be achieved without the employees. Make everyone feel as if they are an important part of the team by highlighting and knowing their strengths and acknowledging them at the same time.

 

Give thoughtful small rewards – Internal contests, small pizza parties or track results displayed on a bulletin board are motivational and very inexpensive.

 

Share the success and the sadness – If your account or campaign goes well, celebrate and show that you are thankful of your employees hard work. If it does not, realize the cause and mentor the team into success.

 

The typical call center agent is easy to please – if you are lucky. Make the office a great place to work at by implementing these inexpensive ways.

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Lifestyle change for Philippine call center agents

Wednesday, September 4th, 2013

According to a study conducted by Nielsen Philippines, the cumulative compensation amount of BPO employees is about P250B annually. Call Center agents are well paid than most Filipino employees that are from of a different industry. As a matter of fact, call center professionals have become an addition as members of the growing middle class communities in the country. Aside from that, the spending habits of those working at call centers are also different than of the non-BPO industry employee – it is very different and very high.

 

The reason why call center employees spend so much is that they earn more than the average Filipino employee. They change their lifestyle to go with the demands of what they do which results to changing their consumption and purchasing habits. An example would be that of a Philippine call center‘s dress code. Instead of wearing casual clothes or company provided uniform, most employees have to purchase the latest trends to look good while working. Why? Because it boosts self esteem and confidence which is very important when talking to clients; and because everyone in the area dresses so nicely and even tries to imitate America’s seasonal outfits.

 

Another lifestyle changing factor is the way these individuals consume. Since outsourcing companies are strategically located in or near commercial and retail districts, call center agents have the tendency to patronize the nearest and even expensive establishments to get their coffee, breakfast or alcohol fix. Although call center employees are paid well for their hard work, most of them only consume processed and pre-packed meals during their breaks such as canned goods, fast food , biscuits and chips. According to a recent survey, call center agents consumed these staples because it is the easiest to prepare and it is cheap and since they have other more important things to pay for.

 

What kind of things you might ask? Designer coffee, weekly out of town trips, after shift drinking sessions, pending loan bills, neglected credit card fees and the latest in gadgets and technology. Mostly things that they could not afford but have always wanted when they were not working in a call center yet.

 

Call center professionals were also asked if they could actually afford these little luxuries or do they only buy them for fulfillment and to keep up with trends and peers? Sadly, most of them said the latter.

 

Compared to the rest of the working population, those in call centers generally spend more. The only advantage is their contribution to the economy, but what about the concept of prioritizing? Is it not as important as it used to be anymore?

 

How has working in a BPO changed your lifestyle? Let us know by dropping in a comment!

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Philippine Call Center: Future Virtual Assistants

Wednesday, October 5th, 2011

Virtual assistants are a growing trend in the business world. If you own a small business and you are in need for administrative support or other services, hiring a virtual assistant will be a strategic plan to grow your business. This is because Philippine call center providers can deliver the work with the same quality as the work office employees or even better. The most outstanding benefits of hiring a virtual assistant is that you can get the same service without having to deal with screening and sustaining a full-time employee. This means you will have fewer expenses and more savings.

 

Now, with the rapid changes in consumer demands and the rise of technology as well, there are more than administrative tasks that VA’s can offer. Some of the changes anticipated in the role of virtual assistants of the future will include an entrepreneurial approach. Future assistants will have to possess deep knowledge of management principals, have sound interpersonal skills and a great degree of technical aptitude. These skills will be essential as more and more functions become automated requiring virtual assistants to respond with a human touch that automation will eliminate. Future virtual assistants will have to acquire specialized training in budgeting, negotiation, planning, supervision and delegation. Another important field in which the future assistants will have to be adept in will be security of sensitive information, as most information will be transmitted electronically. Future virtual assistants will no longer be considered as generalists instead they will be expected to be specialists in day to day business administration.

 

 

 

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Competencies of Virtual Assistant

Wednesday, February 23rd, 2011

The Internet has already revolutionized the way we live and work.  For businesses, it has given greater flexibility and power in the way they do business. It minimizes time and distance, simplifies complex business processes, and enables more effective communication and collaboration, just like having a virtual assistant.  Who would have thought? You can have someone to perform your administrative tasks remotely. In other words, they do not need to be where the business is centered. They could be one town away, one state away, cross country, or even international and still perform the job to the best of their ability.


For small businesses, they hire virtual office assistant from Philippines call center to make their work more productive yet cost-effective. Personal skill is the root of a VA business. A high level of proficiency in the services of their chosen niche, good organization skills, good spelling, grammar and punctuation skills and a basic understanding of web and computer technology are essential. VAs should have a basic understanding of business operation and budgeting as well. They should know how to create a business and marketing plan; have a basic understanding of bookkeeping; have the ability to maintain accurate records; utilize contracts and agreements; and manage time effectively. They should be excellent communicator which is part of professional skill. Competent communicators have the ability to drive a discussion to a positive outcome and possess excellent listening skills. Another trait is the ability to accept and/or delegate any given task or assignment effectively and wisely. These essentials will assist a VA to stay in business for a long time.

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