Archive for the ‘Call Center Agent Articles’ Category

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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.


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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.

 

 

 


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




Customer Service 101

Wednesday, May 16th, 2012

Good customer service is the foundation of any business such as Philippine contact center. In today’s world, business competition is harder than ever and consumers are willing to spend more in exchange for excellent customer service. Most businesses realize the importance of being committed to customer service that’s why they outsource and make use of inbound call center services and outbound call center services.

 

A Philippine call center must know that they not only need to meet their customer’s expectations, but they must strive to exceed them. For inbound call center agents, there is more opportunity in exceeding customers’ expectations even when they’re complaining. The important thing is that you listen and don’t tell them that they’re wrong; then acknowledge the issue, try to reach an agreement, and do your best to keep them happy. They may not be right, but at least you listened to their point of view. Usually people just want to be heard. You must use this complaint as a positive thing to help you grow and improve.

 

In an outbound call center setting, you need to be flexible in your approach. Don’t just make a sale but rather, offer solutions in the best interest of your customer. You also need to let customers drive how you interact with them. Though you may not always be able to offer the type of communication channel your customers want, you can still be responsive to their behavior. Lastly, honor your word. If you tell someone you’ll follow-up with them by end of day, you have to do it. There’s nothing worse than having someone tell you they’ll contact you later, then having to track them down again. Keep in touch with customers and check if the products or services are good.

 

Good customer service results to repeat guests while bad customer service drives customers away taking their friends, family and workmates. It is very important to have a good customer service not just to make the customers happy but to attract potential customers.


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Posted in Call Center Agent Articles, Inbound Call Center, Outbound Call Center, Philippine Call Center | 2 Comments »




Philippine BPO: Positivity to Relieve Stress at Work

Wednesday, April 25th, 2012

The Philippines is the acknowledged global leader in the BPO industry, a fact attributed to Filipinos possessing the qualities needed to deal with a job as demanding as being an inbound call center agent or outbound call center agent. Frequently, Philippine call center employees experience role stress as a result of the conflicting demands of the company, supervisors, and customers.  One way of relieving stress is by having fun and a positive outlook towards work.

 

As everyone knows, laughter is the best medicine. It is a powerful antidote to stress, pain, and conflict. Nothing works faster to bring your mind and body back into balance than a good laugh. Humor lightens your burdens, inspires hopes, connects you to others, and keeps you grounded, focused, and alert. According to a study, people who have fun on the job are more creative,  productive, better decision-makers and more likely to get along better with co-workers. They also have fewer absents, tardiness, and sick days than people who are not having fun. Nowadays, companies realize that if they want to survive in the global market place, they have no choice but to be able to adapt quickly. They need to fine-tune employee recognition and engagement through effective programs that can spread positive energy within the organization and may lead to increased profit margins, customer retention, productivity and more.

 

Making work fun helps employees maintain performance and consistently provide quality, because it serves an outlet for tension and stress and makes work more enjoyable. Employees learn that they can lighten up on the job, and continue to be competent and professional. The key is taking your work seriously, while taking yourself lightly in doing that work. Enjoy what you do and do it well to make room for improvement and none for failure; that way, everyone wins.

 

 

 

 


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Defining success in the Philippine Call Center

Wednesday, April 25th, 2012

How do you define success? Success means different things to different people. For some, monetary reward is a measure of success; it only seems to be credited if one’s efforts have generated wealth.  But for others, it’s a journey. They’re designing a life that both reaches the destination and enjoys the trip. Meaning to say, being happy with what you have today, as you are pursuing what you want for the future.

 

One of the most inspiring stories that has been told is by Manuel V. Pangilinan, also known as Manny Pangilinan and MVP. The CEO of Philippine Long Distance and Telephone Company or PLDT, the Philippine’s pioneer in telecommunications. His story is from rags to riches; from being a student to eventually becoming a corporate tycoon. He was born poor but being poor didn’t stop him from reaching his dreams. Perhaps it became the source of his passion and drive. According to him, “whatever we may wish to do with our future, we can make it because it gets dark sometimes, but morning comes always”. These are the words from a man who believes that lifelong learning and exploring are key factors in moving towards success.

 

So whether you’re a student, hotelier, an inbound call center agent in a Philippine call center, a small business owner or whatever it is that you do, never stop learning. If you have a goal in mind that will bring you the happiness you’ve been wanting, don’t hesitate to start the journey to achieve it. Start your path today and act out your dreams.  And if you’ve already begun, consistently re-connect with your dream and make sure you strive hard toward your goals until you reach your destination and believe in yourself and do not let anybody stop you from reaching them.


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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.


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Posted in BPO, Business Process Outsourcing, Call Center Agent Articles, Call Center Articles | 7 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.

 


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Philippine Call Center: Keeping your New Year’s Resolution

Thursday, January 12th, 2012

It is the fresh start of a new year, new chapter and a great time to reflect on the past and sketch a better future. With the coming of a brand new year, people always strive hard to have a good beginning. Every year, most of us make unique and new resolutions. We plan it well and stay determined to fulfill those resolutions.

 

Losing weight, getting organized, saving money and quitting smoking may be among the most popular New Year’s resolutions for Philippine call center agents. Most of us set these goals and undoubtedly break them within a few weeks of real physical and emotional torture while some do not make resolutions at all because they have never attained them. No matter how persistent a habit you’ve developed, there are ways to break those negative patterns and keep resolutions throughout the New Year. The trick is to keep everything in perspective and focus on realistic goals with measurable results. It is also important to create bite-sized jobs for yourself that you’ll be able to accomplish because if your goal is too big, you’ll feel defeated before you even get started. Keep in mind also that action precedes motivation. People often think that they should wait until they are motivated to start doing something good for themselves. Instead of waiting for inspiration to act on your goals, you need to take action first and inspiration will follow. Your initial action doesn’t have to be anything big. Once you initiate an action, even the smallest of actions, you pick up drive and you will realize that it becomes a lot easier to keep moving forward and to stay motivated.


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Inbound Call Center: Team Motivation

Wednesday, July 20th, 2011

Motivation techniques are often omitted from inbound team training. Practical sales skill training is easier to present, and doesn’t require the same research and preparation time. Motivating customer service agent requires regular blasts of effective training, belief changing viewpoints, and support and ideas on goal setting.

 

Use Your People. You might be tempted to hire employees outside of your small business, but an in-house sales force offers you more control, and at the same time more flexibility. The closer you keep your sales people, the better your marketing will be.

 

Choose your staff wisely. Simply because someone is a “smooth talker”, does not mean that individual can sell your product. To find the real cream of the crop you must first evaluate the candidate to see if he or she has these qualities: financially motivated, excited to expand their knowledge, self-assured, determined and focused.

 

Sales Team Training – Coach, Educate, and Guide your sales and telemarketing team. The most important thing in sales is to knowing your product. Nobody wants to buy a product that they are uneasy about. Your inbound and telemarketing team needs to be confident in what they sell. Encourage your sales and marketing team to seek additional training to further educate them in specific areas of expertise.

 

Non-financial motivation. Listen to your sales team and appreciate them for the hard work that they are doing to help establish your small business. Paid holidays, maternity leave and other benefit packages such as medical and dental, are all great incentives to work hard for your small business, and to stick with it in the long run.


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Posted in Call Center Agent Articles, Call Center Articles, Inbound Call Center, Outbound Call Center, Philippine Telemarketing | 2 Comments »




Philippine Call Center: Work Relationships

Sunday, July 3rd, 2011

In today’s unpredictable and challenging business environment, you have to build successful work relationships and interact with people in a positive way to achieve your organizational goals. Developing good relations with Philippine call center agents and the supervisor should be one of your top goals when you begin work. Good relationships will allow progress to be made and will make work more enjoyable, but they must be kept in balance with the work itself. Here are some rules to keep in mind.

 

Do not become too intimate with co-workers or the supervisor. Becoming friendly with a co-worker is fine, as long as others are not excluded, and everyone is treated with the same respect in work-related situations. Your first consideration is to get the job done. Your second consideration is to enjoy your work.

 

Learn to keep emotions and feelings under control. No matter how rude someone is to you, stay calm and don’t lose your temper. It’s helpful to explain how you feel about what they said or did. Keep your voice calm and speak clearly. Let the supervisor handle it from there. It is better to try to solve problems yourself, if possible.

 

Avoid gossiping about co-workers. For example, running to the boss all of the time to tell him/her that a co­worker was on the phone or browsing facebook or a co-worker was reading a newspaper at his desk is not professional or ethical. Workers who do this are rarely trusted because they are so busy with other people’s business that they can’t tend to their own.

 


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