Posts Tagged ‘inbound call center’

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.

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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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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.

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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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Philippine Telemarketing: Adapting to Night Shift Work

Wednesday, February 22nd, 2012

While everyone else calls it a day, Philippine call center agents are just starting theirs. This is how it is when you work in the inbound or outbound call center.  Working the night, or graveyard, shift can change your life in many ways; you need to learn to sleep in the day, find new ways to keep yourself alert, your body’s rhythms and hormones can begin to shift, and eating takes on a whole new set of challenges.

 

Sleep is one of the most important gifts you can give your body. But you are fighting your body’s natural sleep-wake cycle by staying up through the night, and sleep loss can be dangerous. Even if you are sleeping during the day instead of the night, you still need an average of eight hours to keep your body functioning properly. Go to sleep as soon as you can after work. Relax in a warm bath and then hit the bed. It’s also important to make your room as dark as possible and avoid the overuse of sleep aids.

 

Eating healthy when your timetable seems so backwards is difficult. To maintain a nourishing diet, it’s vital to adjust your meal routine around your schedule. Do not skip meals. To avoid pumping in empty calories from vending machines or fast food, plan ahead. It is easy to eat to pass the time, but you’ll gain weight this way. Bring a healthy meal with you to work. Drink lots of water. Sufficient water in the body improves alertness. Limit your consumption of caffeinated drinks. Consume no caffeine at least 4 hours before sleeping. Cut down on your alcohol intake, especially before sleep. Alcohol usually induces sleep, but it reduces the quality of sleep.

 

Proper sleep and a healthy diet are especially important for night shift workers. Treat your body right so you can withstand the challenges of working in call center.

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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.

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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.

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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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