Outsourcing to a call center is very important for companies who want their customer service to excel. It is difficult to find a Philippine call center that can get the job done. However, the right contact center has leverage to a company and its brand management. Here are answers to common questions prior outsourcing to an offshore center.
Will hiring a call center make my company any better?
An outsourced inbound or outbound call center team becomes the front-liners to a company’s customer service department. As they become the POC or person in contact for inquiries, the outsourced call center can set the impression desired. Call center agents have the advantage of gathering customer data which they can use to provide accurate solutions to their problems. Information from surveys such as preferred social media site, consumer trends or product comments and suggestions can go a long way to make the company better.
By knowing the clients preference, managers are able to modify, improve and even discontinue the service and product accordingly to what the customers want. The data gathered by the agents should be generated daily for reporting. It is better for these reports to be given frequently in order to maintain excellent customer service.
With all the call centers everywhere, how do I choose the right one?
Prior to hiring a call center, it is important to do an extensive research about all the possible center options. Look into detail their track records and how they manage and deliver their campaigns. Set a meeting with the managers and ask for a thorough rundown of how the day-to-day operations work. Do not forget to ask for actual office pictures. In most cases, a home based call center is not the best option, look for a real outsourcing firm located in a business district and see to it that their goals match yours.
Schedule a visit to the call center facility and observe how the employees work. A good outsourcing firm is able to establish good communication between the client and call center all the
I will be away most of the time, how do I make sure the outsourced job is done right?
Working with a team abroad could be daunting, but if you manage them properly, operations will run smoothly. Remember to set expectations and goals so employees will know where they stand. Take responsibility and ensure effective communication between the client and center at all times. Provide training materials and recruitment standards to ensure that only the most suitable employees get hired for your campaign. Supervise the offshore office as you would a team locally.
Effective collaboration can lead to a successful campaign. Choose an outsourcing company wisely.
Posts Tagged ‘outbound call center’
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.
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!
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.
Because of high competition in the global market, organizations around the world are looking for more cost effective way to reach their customers. It is a way to link the efficiency of automation to the real marketing needs of highly competitive business world. Telemarketing is the systematic use of the telephone by trained people to increase profits and reduce selling costs. It is all activities connected with, anticipating, identifying and satisfying customer requirements by phone.
To succeed in telemarketing, you should also be fully aware of the main purpose of the call as well as what you want the recipient to do after the call. It is also best to set a secondary objective that seems realistic. When it comes to generating sales leads, you have to remember that time is money for both you and your potential client. Be concise, clear, and spell out your intentions before the client gets the chance to hang up on you. However, you should also be ready to listen to what the he is trying to say. If he does not seem interested in the products or services you are offering, you have to respect their decision and thank them anyway. It is also important to ask meaningful questions that will illustrate problems that your clients may be experiencing. Do your best in sounding natural because there is nothing worse than listening to someone who sounds like he is reading straight from a book. A good telemarketer is a good listener but also someone who can make others disclose in him or her to a degree from the onset. That’s because the telemarketer must get his/her prospect talking. And that’s not possible unless the telemarketer’s manner evokes some trust in the other person. This is a vitally important make-or-break point of telemarketing.
Good lead generation is critical to the financial success of any company, whether large or small. With the growing popularity of internet marketing, several different b2b lead generation companies have appeared on the internet. That’s why if you opt to use an outbound call center for lead generation services, it’s very important to select one that gets you qualified leads. In so doing, you get to customers who will probably buy your products or services instead of those who will throw your marketing materials away without even looking at them. Below are great tips of a great lead generation service.
Choose an organization that has knowledge. If you choose an existing firm for lead generation services, you can also assess their history and discover wherever they are successful and where they’ve got battled.
Your outbound call center needs to work with you to definitely build a policy for lead generation. This helps to ensure that their services are part of your current marketing and advertising strategy. Interact to ascertain goals and then have them produce a plan that will allow you to reach these targets regularly. Your telemarketing agents will have to be associated with this method as they will be the methods ultimately get in touch with the leads.
Personal references must be requested and checked into. A professional outbound call center is often more than thrilled to provide this info. If the lead generation services firm hesitates to provide references, you need to keep looking.
Locate an organization which provides customer service when you need it most. If you find that your leads aren’t exercising, you might want someone you’ll be able to speak to. Will you be estimated to pay for leads which might be remote or will the organization give you new leads to make use of? This needs to be proven up front.
If you notice, most jobs featured in a jobs listing website are positions for business process outsourcing (BPO) companies. Among these jobs are customer service assistants and Philippine call center agents which are in fact, high paying jobs. That’s why it’s very important for job seekers to understand and prepare for job interviews because this maybe the beginning of your career path. You might be one of hundreds of people who respond to a job opening. However, most of the people who respond won’t get interviewed. They’ll get screened out through a process of elimination by an individual or committee which will determine the final candidates. Typically, this is how you’ll be scored during interviews:
Good chemistry. Can you “fit” into the organization? This can be shown by your grooming; if you communicate and listen well with co-workers, customers and management; if you have personal interests and beliefs consistent with the company’s goals and objectives; if you have leadership potential and has a positive and upbeat with a can-do attitude, follows directions and accepts criticism.
Competence and ability. Can you do the job? This implies your technical skills; expertise or if you have the background and experience to do the job and education or if you have the required knowledge.
Willingness and enthusiasm. How willing are you to have that job? This signifies your ambition or if you have the desire to learn, grow and excel and your being motivated, energetic and team player.
It is also important to understand the employer’s perspective, to make a good impression and focus on what you can do for the company. Remember, your value is what makes an employer want to hire you.
How does a delighted customer differ from the satisfied one? Let me give you an example. A customer went to a coffee shop and ordered for a cup of cappuccino. After few minutes, her coffee was served to her table. Definitely, she expected it to be hot. Then she was satisfied. The next day, she tried to get a coffee from a famous coffee shop in their town. When she got there, she was greeted with a warmth smile by the staff. She ordered her favorite coffee and was served to her after a few minutes. But this time, she was surprised because she got a piece of cookie along with the coffee and the server also offered her newspapers and magazines. From then on, she kept on coming back to that coffee shop.
Definitely, the customer was not just satisfied but was delighted. Satisfaction is based on fulfilling the expected while delight occurs from the unexpected. Companies need to go beyond simple satisfaction to retain customers and attract new ones. This can be done in many ways and everywhere, restaurant, hotel, store or even Philippines call center. For inbound call center, there is more opportunity in exceeding customers’ expectations. You can do this by ‘going extra mile’ and truly care for your customers. In telemarketing, be flexible in your approach. Don’t just make a sale but offer solutions in the best interest of your customer. You also have to listen to your customers and know what’s important to them. If you received complaints, respond positively and quickly and thank them for their involvement. Use this complaint as a positive thing to help you grow and improve. Keep in touch with customers and check if the products or services are good.
Delighted customers will be more loyal and a business can create create customers for life. The key for businesses is to determine the right customer experience for a great return.
One of the many ways in which businesses can use outbound telemarketing methods is through telemarketing appointment setting. Telemarketing appointment setting is a great way to improve business development efforts, but successful telemarketing appointment setting requires extensive skills and particular techniques. It also needs to be carefully monitored and measured by the business conducting the campaigns to ensure that they are being undertaken correctly.
Qualify the Prospect. This refers to making sure that the person you are trying to meet with is a good fit for what you are trying to sell. The best way to qualify the prospect is to ask a couple of questions during the cold call to see how they fit with what you have to offer.
Decrease Guard. There are very clear and practical things that you can do to do this. Two things in particular are that name drop other individuals in the organization that you are calling into and you can disqualify the prospect.
Build Rapport. This can be challenging on a cold call as you really only have between two to five minutes to work with. But there are some minor things we can do to build rapport like confirming they are available, disqualifying, delivering a value statement, active listening, qualifying, etc.
Build Interest. One of the keys is to finding pain. If there is no pain, there is no reason to meet with you. Once you uncover pain, you can focus and connect to it the business value that you have to offer.
Tell, Don’t ask. Once you have effectively built interest, you should go trying to get the appointment set. One thing to help with this is to shift from asking for the meeting to telling.
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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