Posts Tagged ‘customer service’

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.


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.


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.


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.


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!


Happy Employees Provide Great Customer Service

Sunday, February 12th, 2012

In light of today’s economic setting, it’s more important for companies to have happy and productive employees. Your business is only as successful as its staff; therefore, it is of utmost importance that you develop a positive work culture in your business.


Happy employees are any business’ best asset. However, keeping them happy in any economy is hard work. If the workplace is stressful, employee production goes down. Happy employees are satisfied and feel a sense of accomplishment in their work. They like themselves and what they do, and find satisfaction from their work. The best employees prefer to work for companies that provide the type of exceptional value that creates customer loyalty, thus, creating loyalty has become the toughest test for leadership in Philippine call center. Great customer service depends on the people providing that service. They have to be willing to serve well. They have to be inspired to go beyond what is their responsibility, in other words, they have to be treated well.  When workers feel that they are a dynamic and essential part of the team, they are more productive and willing to go the extra mile for customers and co-workers. A positive work environment is critical no matter how many employees you have. Therefore, give praise openly, set goals appropriate to the work, and always take your employees’ needs seriously. It is management that fosters the work atmosphere so they are responsible for conducting things in a way that helps raise people’s spirits.


A company will have strong customer service if it has strong leadership, and the commitment that this leadership conveys. When you have a happy and productive workforce that is eager to contribute, your company can weather any storm.


Inbound Call Center : Understanding Customer Engagement

Friday, February 3rd, 2012

In this newly social online world, it can’t be denied that it’s the age of smarter consumers wherein customers are really challenging. They incorporate new technologies into their daily lives and their philosophy is they want to be served, listened to, known and empowered. They see consumption as far beyond a transaction with a more experiential view and seek through this experience to fulfill their needs.


All this has had a significant impact on how brands are now positioning themselves, and how they re approaching their customers. In this period of intense competition and fleeting customer loyalty, the ownership of the relationship is now with the customer.  Companies need to strengthen customer relationships and optimize business outcomes by proactively engaging customers with the ideal customer service through any channel the customer favors. Interaction is an important factor. Every interaction with your company creates a lasting impression on the customer that’s why social media is providing an empowering platform for customers to very publicly discuss your company’s product and brand. In achieving your business goals, you also need to optimize your resources including inbound call center agents, business process outsourcing, back-office and automated systems. Legacy infrastructure and disparate hardware and application systems must be integrated to empower every employee responsible for customer service, sales, and support.   Another is every customer interaction incorporates an underlying customer process to ensure that the back office achieves similar efficiencies as its contact center counterparts.  Performance management and analytics will also increasingly play an important role in helping business executives determine customer engagement effectiveness and guide the decision-making process.


Customer engagement involves developing and fostering a sense of trust, emotional commitment and an ongoing involvement with your company. Your brand is not just viewed therefore as a functional benefit to be purchased for a price rather its a relationship partner in your customers life.


Call Center in the Philippines: Building Strong Relationships at Work

Friday, December 9th, 2011

Every Philippine call center is a relationship business. The quality and impact of your work, and the profitability of your business, depend upon relationships — with customers, co-workers, and competitors; with suppliers, distributors, and support services; with direct reports, senior managers, and boards. Being customer service and telemarketing agents is so tedious that in most cases, stress eventually takes its toll on them. That’s why it often affects an employee’s productivity and relationships at work. However, the way you manage key relationships with even the most difficult people will determine your level of success. Building strong relationships with others heightens your ability to gain support for your work and manage barriers that will inevitably come up along the way. There is also a personal benefit with effective relationships in that they can make you feel more engaged with your work which can lead to greater job fulfillment.


When you take the time to understand another’s’ feelings and positions you can create strength in relationships, both parties allow each other to communicate without being judged. Effective relationships require parties to openly express their feelings and positions on all matters pertinent on the level of the relationship. Respect is the key to relationships, you can show respect just by listening to the other party and by trying sincerely to understand what is important to them, you can also look at their communication style and personality to better understand what makes them tick, a person can also show respect by reinforcing the person when they are doing something well or offer to help when they are needing some extra help.


Respect, communication and working toward a win-win situation are the very foundation for a great relationship. When parties fail to express whatever is on their mind or their feelings, it can get in the way of building an effective relationship.


Importance of Self-Care in a Hectic World of Call Center

Wednesday, November 2nd, 2011

Many Philippine call center transactions are doomed from the outset as the agents are just as stressed as the people calling to complain. If you have ever worked as a customer service representative, then you know that stress simply comes with the job. In addition to that, inbound call center agents usually encounter pressure from working schedules, company policies and procedures and quotas. Well, it is simply the nature of the business.


That’s why it’s so important to take time to do nice things for yourself. Self-pampering is not about being selfish. It’s about taking proper care of yourself and treating yourself as kindly as you treat others. You need to make caring for yourself a priority, otherwise you will continue to put it off. Set an appointment with yourself every day, or at least once a week. Block the time out in your calendar and do not let anything interfere. As much as you do for others, you deserve this time for yourself. It doesn’t have to be a huge amount of time, even an hour or two will do. Here are some self-pampering ideas. Treat yourself to lunch or dinner at a nice restaurant. Take a bubble bath by candle light. Spend time in nature. Get a manicure or pedicure. Have a massage. Listen to soothing music or nature sounds. Go window shopping. Relax with a cup of calming chamomile tea. Watch a comedy or read something funny. Go for a quiet stroll in the evening, or early morning. Buy yourself something new. Get a new hairdo. Visit a spa and have a facial. See a new movie. Dance. Take a nap. Curl up with a good book.


Keep in mind, there is nothing more important than your well-being. The better you feel the more you can do the things you need to do and the more you can live the life you want to live.