Archive for the ‘Call Center Agent Articles’ 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.


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.


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!


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.


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.


The effects of Conflict at the workplace

Friday, September 20th, 2013
Call Center Team

A united Philippine call center team


All call center agents who work in a Philippine call center have one common goal. These employees usually come from different backgrounds, have a diverse set of skills and more often than not, approach every task at their own pace and capability. Because of such dissimilarity, conflicts and other issues could arise when call center outsourcing employees are not managed properly. Common factors for such arguments are values and character, power, social factors and even attitude towards work.


The most important factor in achieving a common goal is communication. If you have a barrier which includes poor listening skills, insufficient information, misleading interpretation and perception of nonverbal communication, it will be very difficult for the team to succeed.


The size of the organization, attrition and retention rate, employee engagement, reward systems and level of work focus among employees are all part of the structural disagreements. Whereas personal factors are the employee’s self esteem issues, personal goals, value, needs and respect for oneself.


For these aspects to be dealt with accordingly and successfully – managers, team leaders and call center agents alike must understand its instability and impact on the team as an one unit.


However, not all conflicts have a negative effect. It also gives the opportunity for each employee to express their feelings and speak what’s on their mind that they believe is best for the team. Arising conflicts also enables the team’s problem solving and decision making skills to be put into use by motivating people to solve and analyze the situation. Call center employees follow a script while taking calls and encouraging them to express themselves and their ideas outside those calls is energizing as they try to seek the best solution. The most important thing when handling conflicts is your ability to handle it properly and constructively.


Having a productive and hardworking Philippine call center outsourcing team is every manager’s dream. But working together in peace is also a very important common goal. Team work is bounded by good leadership, cooperative team, effective communication and respect towards others and space.


Conflicts are normal, it’s just how you deal with it that makes it better or worst.


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.


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.


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!


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.