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Lifestyle Change for Philippine Call Center Agents

Lifestyle change
Lifestyle change
© Gajus / Dollar Photo Club

According to a study conducted by Nielsen Philippines, the cumulative compensation amount of BPO employees is about P250B annually. Call Center agents are paid more than most Filipino employees that are working in a different industry. As a matter of fact, call center professionals have become key to the growth of 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, they tend to spend more.

The reason why call center employees spend so much is that they earn more than the average Filipino employee. They alter 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 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 most 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, they’d rather spend their money elsewhere.

What kind of things you might ask? Designer coffee, weekly out of town trips, after-shift bar outings, pending loan bills, neglected credit card fees, and the latest in technological gadgetry. Mostly things that they could not afford but have always wanted when they were not yet working in a call center.

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 in our comments section!

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Reasons to Take Your Philippine Call Center Job Seriously

Call Center Job
Call Center Job
© alexskopje / Dollar Photo Club

Being an outbound call center agent is one of the most sought after positions in the Philippine BPO industry as well as being an inbound call center agent. Although the attrition rate is reportedly said to be high, the number of applicants who apply for a Philippine call center job has never declined.

On a typical weekday, over a hundred job applicants that include students, new graduates, career shifters and the unemployed line up early to try their luck at applying in a call center facility and start their new career through the initial step which is the recruitment process. But sadly, not everyone passes even the first stage. There are many factors to remember when applying for a Philippine call center job and the most important thing to keep in mind is that a call center facility is not a place to look for temporary employment and wait out time.

For most job applicants, seeking employment at a BPO facility is only transitory as they wait for nursing board exam results, an opportunity abroad that may or might not arrive and all the wrong reasons that will never include career growth and development. If you think about it, there is so much more than just momentarily working as a call center agent; when taken seriously, a career in the call center can bring you more than just employment but as well as financial growth, opportunities and even managerial positions that you can never seek elsewhere given your occupancy and age. So before you plan on going through the long recruitment process and plotting out your tenure at only six months, you might seriously want to consider these reasons on why you should take your call center job seriously.

  • The Philippine call center is only a very small percentage of  industries that can start you off with more than the minimum wage even if you only completed two years of college regardless of your academic course. Your salary doesn’t also depend on your connections (unlike many Philippine offices) with the management since legitimate call centers are based in the United States and have standardized pay.
  • Your promotion, evaluation and overall career growth will depend on your work performance. So it doesn’t matter if you are rich or poor, trendy or timid and what your gender orientation is; everything will be calculated accordingly by how you work. If you do not strive hard, you will never earn your bonuses and what not regardless of how good looking you are or how long you’ve been working there. In fact, there are many new call center agents that earn higher than those that have long been tenured because they perform better.

These are only few of the many reasons why working at a call center in the Philippines is better and should be taken seriously. Because if you don’t, you will end up applying and working at every facility which eventually makes you lose all your credibility. So step up and work hard at where you are.

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Setting Your Goals in a Philippine Call Center Environment

Setting Your Goals
Call Center Environment
© Grasko / Dollar Photo Club

Do you remember the days when you were still in school? And your parents used to ask you, “what do you want to be when you grow up?” you may have mentioned several profession titles like being a lawyer, a teacher, a hotelier, an engineer or even a doctor. But these days, there are more options as to being a licensed professional since there are a lot of BPO companies available.

You may have once thought of a clear and bright future but all you ever did was plan for your career. Most job seekers all want the same things; a job that pays well that allows you to earn loads of money so you can settle down in the big city, with a lifestyle that makes a statement to family and friends. But as you all know, it’s not that easy to attain unless you work hard.

Attaining success and making your job the right career requires hard work and sacrifice. You should spend some time to make sure that you are crystal clear about what you want in your working life. In addition to that, your career goal should be one that you truly want and not what others want for you. This is important because you will not be truly happy and fulfilled if you are doing it just to please somebody else. Most importantly, you should have a convincing reason why you must achieve this career goal. However, there may be times that you find yourself striving to move forward but getting nowhere instead. Remember, whatever your personal barriers to career growth and development, you can overcome these obstacles. Anyone who sets goals, creates a timeline for success, has adequate support, and strives for excellence can prevail over these barriers to achieve the success that all people deserve. Like your goals, only you can decide which ones to believe in and pursue.

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Philippine Call Center: Dealing with Difficult People at Work

Philippine Call Center
Philippine Call Center
© kyo / Dollar Photo Club

When you start working in Philippine call center or any establishments, have you ever felt intimidated by your co-workers? Actually, this is just a normal thing that happens to anybody whenever they find a new job. It’s a fact that finding a new job is difficult but what might be even more difficult is figuring out how to get used to the new environment that they are working in. Dealing with difficult people is one of the most challenging aspects in workplaces. It may also be a very emotional issue that every time you become upset, in despair, angry, or hurt due to the untoward behavior of a coworker, there becomes a moment in which you feel like giving up at work.

Engage in communication

Effective communication is always important. Many times, an argument will develop because of communication breakdowns. When someone is talking, listen carefully and make sure you understand that person’s point before you respond. Likewise, make sure the other person understands your own point.

Recognize and respect qualities

Keep in mind that all employees are valuable assets in the business community whatever they are like. Each one has an important role to play.

Use a learning mindset approach

Approach each interaction with an open mind—avoid making decisions or predictions before you start. Really listen to what the other person has to say and remain open to their viewpoint. When people feel your support, they will be more willing to work with you.

Don’t be a difficult person yourself

It is easy to identify someone else being difficult. But, how many times do you look in the mirror and acknowledge that you are the one being difficult. Know thyself and recognize what triggers your own responses.

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Philippine Telemarketing: Adapting to Night Shift Work

Philippine Telemarketing
Philippine Telemarketing
© leungchopan / Dollar Photo Club

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

Great Customer Service
Great Customer Service
© Andres Rodriguez / Dollar Photo Club

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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Philippine Call Center: Keeping your New Year’s Resolution

Philippine Call Center
Philippine Call Center
© poplasen / Dollar Photo Club

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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Philippine Telemarketing: Guidelines for Choosing the Right Lead Generation Service

Philippine Call Centers - Lead Generation Services -
Philippine Call Centers - Lead Generation Services -
© leungchopan / Dollar Photo Club

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.

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Call Center in the Philippines: Principles of Leadership Coaching

Center in the Philippines - Leadership
Call Center in the Philippines - Leadership
© Marek / Dollar Photo Club

Leadership qualities in professionals at all levels of the management hierarchy play a key role in success of Philippine call centers. It is not something with which you are born, it is not inherited–it is something you decide to do. Leaders are those who are bold enough to make a decision when they are faced with a defining moment.  To build a successful business, you have to be a leader and being a leader implies you must be a coach. Leadership coaching therefore; is the art and science of helping individuals to develop the necessary traits and skills required to become a good leader. (more…)

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Philippine Telemarketing: Lead Management

Philippine Telemarketing
Philippine Telemarketing
© carballo / Dollar Photo Club

Lead generation is as important as driving good sales for the company but now the most critical challenge for many organizations is ensuring sales resources are focused on qualified, sales-ready leads in order to maximize sales results. Your sales pipeline and your ability to hit revenue targets all begin with good lead management.

Establish an effective CRM tool

This can lead to enhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow and improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways.

Define a qualified lead

For better sales effectiveness, your sales staff and the rest of the company need a more granular definition of when a prospect becomes an actual lead that should be forwarded to sales.

Nurture your leads

The point being that with a good potential customer, you would be able to make an effort to get to know him or her so the next time you make an offer it would be worth it. You can be sure to keep a business relationship if you continue to stay in contact with your leads.

Track the source

It’s important to capture the source of each intervening event so you can determine such things as how many times you need to touch a customer or what order of touches work best.

Motivate your staff about each prospect

The best inbound call center agents focus on detailed qualifying. The more information you have about a prospect, the more excited your salespeople will be about the lead.

Measure everything

You need to decide what you want to measure and why. Then you can capture the correct information upfront. And once you have the right information, you can determine the return on investment of your campaigns and focus on the campaigns and prospects that will increase your sales pipeline.

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