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Philippine Call Center Blog

Cebu: Improving BPO Workforce through Education

BPO Workforce

BPO concepts

Now, Cebu City is on the ninth spot in the list of top 10 Emerged Destinations for BPO. It is no doubt because it has many factors that made its way on top. It is the second largest concentration of IT Centers in the country and it has world-class telecommunication infrastructure. When it comes to workforce, the city government is doing their very best in meeting the growing demands of the BPO workforce in the country.

In fact, they will implement a separate “English class” in public high schools this year to better equip students for a career in Philippines call center and other offshore services in the BPO industry. Public school English teachers will also undergo training from leading BPO companies in Cebu City with the city government paying for the training. In addition to that, there are already a number of BPO companies that are now starting to partner with universities and colleges in Cebu. In the KPO sector, Cebu is seen to take the center-stage in healthcare and information management services.

BPO industry in Cebu has grown tremendously and providing highly skilled people has always been a priority. And now, Cebu’s graduates have abilities at par with international standards for business process outsourcing (BPO), according to the results of a study on Cebu students. Skills assessment conducted by CIBI Information shows a 7.4 percent gap in verbal abilities between those who still studying and those already in the industry. It only implies that the Philippines is on the right path in becoming the number one BPO destination in the world.

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BPO Service: Search Engine Optimization

BPO Service
BPO Service
© duncanandison / Dollar Photo Club

It is very evident that the internet has greatly become a part of our everyday lives. It has an even more profound effect on the way we work, live and learn. Today, most people have the easiest way to access the internet through their home or office PC, smart devices such as tablet-sized PCs and smart cellular phones. People are able to share information seamlessly across devices and interact with them in a more natural way. The language of the internet has become universal; any business can create products and services that make use of it. The entire world is your market, and you could potentially reach more people through the world wide web.

Today a business organization needs recognition in the market much faster and that’s why they are opting for online marketing strategies as internet provides information much faster and is accessible at any time and at any place. Success of a website depends a lot on its search engine optimization or SEO. Search engine optimization is such an important tool in getting your landing page ranked higher than the millions of other potential pages in your market. It is a business plan in action which is used for improving or increasing the volume of traffic to a website through the normal searching process. Any business can succeed in the online world if powerful SEO tools are used. And to save time and money, hiring out BPO companies can actually help in business support services.

Visibility of a business website is very important. The more you are visible,the more you will be recognized and for maximum visibility one needs to stress more on proper SEO operations.

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Outbound Service: Importance of Customer Feedback

Outbound service
Outbound service
© olly / Dollar Photo Club

Customers are the voice of a business when it comes to improvement.  Even if the true reality about its product or service may be harsh, in most cases it is helpful.

Communication is a two-way process, but listening is actually more important than talking. In these economically challenging times, good customer listening skills are crucial for effective and efficient problem solving. Listening to your customers, and more important, acting on the feedback they give is one of the best ways to transform a struggling business into a successful one.

Knowing the customers viewpoint indicates a good customer service. They provide the insights into your company that ensure you maintain a strong foundation and are able to build the structure for its future growth. By listening to customer needs and desires, you can tailor your product and service to better meet their demands. And that can lead to satisfied customers which are the best sales channel of a company since they have the greatest potential to generate additional business and serve as a bridge for new customers as well.

One common form of obtaining feedback from customers is through customer satisfaction survey. When you conduct a customer satisfaction survey, what you ask the customers is important however, the most essential thing about this is what you do with their answers.

Acting on the feedback and implementing reasonable changes based on customer feedback is a sure way to win over your customers and increase the success of your business.  There’s nothing to worry especially for small businesses because they can hire the Philippines call center in gathering comments from customers through inbound or outbound services.

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Call Center Management’s Role in Employee Retention

Employee Retention
Employee Retention
© dizain / Dollar Photo Club

Successful BPO companies realize by having an effective employee retention plan will help them sustain their leadership and growth in the marketplace. The management plays a very important role in retaining their employees. They must be prepared to be collaborative, supportive, and nurturing of their people. Those that fail to make employee retention a priority are at risk of losing their top talented people to the competition.

Communication

Create open communication between employees and management. Conduct regular meetings and surveys to enable them to share their input. Act on good suggestions, and give credit where it is due. The dynamics of manager-employee relationships are complex, but in the best-case scenarios, with a good faith effort and the right approach to coaching, employees can be re-engaged.

Motivation

Use contests and incentives to help keep workers feeling rewarded. Provide some small perks like a gift certificate at a coffee shop or an hour massage or a movie ticket to the employee of the month. It may seem insignificant, but if they help employees better manage their lives, they’ll appreciate it and may be more likely to stick around.

Growth

There will always be employees who start looking for new challenges. The company should provide readily accessible information on career paths and competency requirements. Organizations should offer workshops, software or other tools to aid employees in increasing their self-awareness and enhance their goal-setting efforts.

Support

The management should help employees to maintain a life balance. When you force workers into choosing between having a life and a career, your organization has a toxic culture. You should be empowering your people, not attempting to control them.

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Importance of Virtual Assistants

For small business owners, their goal is to earn but in order to do business successfully, it is necessary to examine how money is being spent. When you work for yourself, every dollar comes out of your own pocket. You lose the expense accounts, company credit cards and plentiful office supplies. It takes a lot of time, money and energy to run a profitable business. Someone has to answer e-mails, market and promote the business, develop and send out a monthly newsletter, write articles to optimize search engine placement, develop or update a website, search for content to add to the website, and drive customers to the website. If you’ll think, it seems like you need a lot of productive staff to perform these duties but there’s a solution to this problem if you’re on a tight budget. A virtual assistant can give you that one precious gift you most desperately need, which is time and can handle all the time consuming tasks so that you can actually enjoy your business.

 

Being a virtual assistant is similar to being an administrative assistant. The difference is that these people are individual contractors and they work at Philippines call center. With this service that offshore contact centers provide, you can run your business to its full potential without thinking about employee expenses. Specifically, when hiring a VA, the need to pay additional expenses like the insurance, taxes and other benefits to their VAs are eliminated. So if you are an entrepreneur looking to get the job done without making a hole in your pocket, consider the service of virtual assistant.

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BPO Shines Brighter in 2011

The declaration of the Philippines as global number one in the voice BPO services is only an evident sign of a positive 2011 for BPO industry. The Philippines sunshine industry is expected to shine even brighter in 2011. The Commission on Information and Communications Technology (CICT) project that the Philippine IT-BPO industry could yield about US$11 billion in revenues for the year 2011, which would be a 20% increase from 2010’s estimated revenue of US$9 billion. BPAP and CICT also project that the industry could create an additional 84,000 jobs next year, bringing the total number of IT-BPO workers in the Philippines to around 610,000.

 

The highly-skilled Filipino workforce will be the key to make this projection possible. In fact, young Filipinos prefer to start their career in the call center business. There are universities that offer courses that are related with BPO to shape up their skills in this line of industry. This is the reason why our country is abundant with young college-educated individuals who are eager to join the attractive call center profession. Despite of this, Philippines call center agents have to go through serious training that helps improve their English skill as well as provide them with discipline, self-esteem, and the corporate attitude  to survive in any business environment. The training may be difficult at the start, but workers find out that it’s all worth it as the job boosts their self-confidence and communication skills. With the cooperation and support of the government and private sector, it is with no doubt that the 2011 industry growth figures can easily be achieved.

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Call Center Agent: Being Powerful in Saving the Earth

Are you familiar with these names – Barack Obama, Bill Gates, Hu Jintao, Vladimir Putin, Pope Benedict XVI, Larry Page, Mark Zuckerberg and Oprah Winfrey? I must say that these are just some of the most powerful people in the world. These are the persons who have influenced the human race. Among the 6.8 billion people here on planet earth, have you imagined what you can do to be recognized by these billions of people? Definitely yes, each and every one of us can do a lot and influence others; one way is to save our mother earth.

 

Earth is a very important part of everyone’s lives and since we live here, we should all be responsible individuals. You may not be able to reduce global warming, end pollution and save endangered species single-handed but by choosing to live an earth-friendly lifestyle, you can help protect our environment even in simple ways. Some ways are unplug appliances if not in need or use compact fluorescent light bulbs to conserve energy; try to walk for short trips or take public transportation for longer ones to reduce air pollution; use reusable bags when shopping instead of plastic bags especially now that its Christmas season. For businesses like call centre, automotive companies, cellphone companies, airlines, etc., make sure to be a green company by reducing paper usage in the office, using energy efficient computers and most of all, encouraging the employees to do such practices.

 

Let’s stop saying “what can I do, I’m only one person”, instead “I’m only one person but I can be a powerful one to save the earth”.

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2011 Customer Service Trends

In the face of a recession and a very tight global competition, every company must still realize that the only way to survive and to increase market share is to keep customers satisfied. In 2011, it‘ll be another challenge for some business to adapt to higher customer demands. Based on a recent customer service survey by Frost & Sullivan, here are the top call center trends.


Customer satisfaction, a top priority: Half of respondents were classified as “customer-oriented”. A further 35% were classified as searching for the “latest and greatest” applications. “Cost-focused” represented the remaining 15% of respondents.


Rapid growth of social media customer interactions: 30 percent indicated they support social media customer interactions on social media sites such as facebook, twitter, etc. and 29 percent extract intelligence from this activity. Of social media benefits, the top three cited were to “provide better customer service,” (75 percent), “drive sales,” (58 percent), and “drive customer loyalty” (54 percent).


Growth of web collaboration, text and video: With supported inbound interaction channels, growth from 2009 to 2010 was highest for text/SMS (25 percent increase), video (15 percent increase), and Web-based interactions (8 percent increase).


Consistent customer experience: The largest majority of respondents – 67 percent – rated ensuring consistent service across channels as a “very high priority” or “high priority.”


Significant increase in proactive customer contact activity: Of three types of outbound service programs, the majority — 65 percent — indicated they would increase their “proactive, value-add customer contact” programs over the next two years; 43 percent said they would increase their “sales and marketing” programs, and 42 percent said they would increase their “collections” programs.

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Philippines Telemarketing: Christmas Season

On Christmas Eve here in the Philippines, it is a night without sleep and a continuous celebration moving right into Christmas Day. The Noche Buena is very much like an open house celebration. Family, friends, relatives, and neighbors drop by to wish every family member “Maligayang Pasko” or Merry Christmas. Food is in abundance, often served in buffet style. There are also plenty of beer, wine, and liquor, which make the celebration of Christmas indeed intoxicating. In other words, Christmas Eve is a very special occasion for Filipinos to spend time with families and friends.

 

But for those who are obliged to work during this day, it isn’t really a big deal at all. For companies that operate 24/7 like hotels, airlines, cruise ships, restaurants, hospitals and Philippines call center, I’m sure that its usual to their employees to work during Christmas Eve. Regardless of the fact that employees receive extra compensation on that day, it is also one of the greatest opportunities for some companies to earn more income. This is the time wherein most hotels are fully booked; airlines are fully booked as well because of holiday trips and restaurants are busy catering to dinner reservations. For Philippines telemarketing, it is the best time to launch new products and services, to market such products and to perform outbound campaigns.

 

Christmas season is also a time to earn more income but no matter how hectic this holiday is, for everyone, this is the day that should be remembered and cherished.

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If Santa Claus Has a Call Center

Santa Claus is very well known across the globe as a jolly fat bearded man sporting a red suit trimmed with white fur. On Christmas Eve,  Santa Claus enters the home of good children, usually through the chimney, bearing gifts of toys that his elves have been busy making all year long. Every child always makes a letter to him about their Christmas wishes. But come to think of it, it’s already 2010, what if Santa Claus has his own call centre?

 

If Santa Claus has a contact center, it will be easy for everyone to get in touch with him. His inbound call center agents will always be available to answer every inquiry. I’m sure that he will have the best VOIP phone service and PBX phone system as well. Since he doesn’t have to sell anything, he will still have telemarketing agents for charity fundraising, definitely Santa Claus loves to help those who are in need. On the other hand, his BPO call center will have the skilled web developers and programmers for his website. He will have a very nice blog site wherein everybody is free to make comments. With so many things to do, he will also have a virtual assistant for his appointments and email responses.

 

As it gets closer to Christmas, Santa gets busier and busier but if he has a call center, there will be no problem at all, Santa will always be glad to hear from children all over the world and make them happy on Christmas Day.

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