Posts Tagged ‘customer service’

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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Effects of good communication lines in a call center

Friday, June 13th, 2014

 
Solid relationships are built through good communication. In a Philippine call center, it is very important that communications are kept clear as to maintain a sense of efficiency and urgency. The opportunity to communicate with colleagues leads to better teamwork and even increased productivity rate. Here are the benefits of having good communication in the workplace.
 
Promotes real and engaging conversations
 
Technology has enabled people to communicate even better with almost everyone around the globe. However, its effect on society has made real live conversations a thing of the past. When call center outsourcing encourage employees to have face-to-face conversations such as meetings and coaching. Though effective tools that enhance communication is very important, having real interaction helps agents in dealing with customers as they practice their interpersonal skills. Sending emails and chat messages are the primary tools of BPO employees to communicate. These types of technology are essential when it comes to keeping up with different time zones and a fast paced environment. However, real conversations are important to build rapport among co-workers.
 
Acceptance of Constructive Criticism
 
Coaching agents not only improves their performance but as well as gives the opportunity for employees to speak out about their performance. Therefore, it will improve their communication skills. Assessment should be concise and encouraging. Generic sounding comments will most likely not have an impact on employees. Constructive criticism should be given for inbound and outbound call center agents to improve and realize their mistakes.
 
Improves Listening Skills
 
Agents who constantly exchange feedback become good listeners in the process. An employee with good listening skills can help delegate accurate information within the workplace.
 
Philippine BPO centers that improve communication channels have employees who are more productive and motivated. When agents have the freedom of professionally communicating with each other, teams become stronger and will give better performance results.

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Managing the effects of stress in a call center

Wednesday, May 28th, 2014

 
Stress is a common experience in any workplace. There are many factors that make it possible. Meeting deadlines, shifting schedules or the pressure to make sure that customer concerns are met while keeping metrics high are only some of the stress contributors.
 
Philippine call centers are the most affected by this kind of situation and it can affect their performance and attitude if it is not addressed. Call Center Outsourcing heavily depends on its call center agents. Bothered employees will not make operations productive. These are the effects of stress and how it can be solved.
 
1. Productivity
 
Stress is the number one efficiency decline cause. Agents who are stressed are not able to focus and will not perform well. There will also be more absences and tardiness. Help by interacting with the team as to what might have caused such and figure out solutions together.
 
2. Customer Experience
 
Employees who bring their personal problems at work become stressed and grumpy. When this happens, the customers are the first ones who get to notice. Avoid having low customer service ratings by reminding agents to leave their worries behind and just work pleasantly. Motivational activities are a great way to boost their mood.
 
3. Resignation
 
Exhausted agents often think about resigning. The effects of stress are physical, mental, emotional and even psychological. When employees are burned out, all they want to do is quit. Avoid increased attrition by providing them with a healthy work environment to balance their professional and personal life.
 
4. Expenses
 
The cost of replacing agents are expensive. Advertising, hiring, training and paying for premiums are all put to waste if an employee quits right away. High turnover rates are also a sign of poor management. Avert the frequency of replacing agents by offering newly hired employees with benefits and working environment that they were promised with.
 
An office environment is made better by creating a positive work-life balance atmosphere for everyone. Agents are more productive when they are excited about going to work and concerned with operations and each other. A call center that does not have constant employee turnover will have a happy work environment since new agents and tenured ones are able to get acquainted even more. Call Center agents work in a stressful industry and it highly affects the customers if they are stressed. It is essential for management to look after the level of stress in the office for everyone’s sake.

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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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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.

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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.

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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.

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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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