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Philippine Call Center Blog

Philippine Call Center: Career Planning I

A career goal helps you focus and make decisions on what you want to do for a living. It directs you, motivates you and helps you to accomplish what you want. It may help you discover your talent, skills and abilities and possibilities that you wouldn’t have thought of.  Many possibilities exist with any career you choose. Having a career goal can guide you to doing what you want to do in your life—rather than just aimlessly drifting from job to job.

On the other hand, career planning is simply goal planning with the intention of setting goals for jobs and career. In order to remain competitive you need to be as flexible as you can and continually increase your skills.  Some things you can do are take workshops or seminars, keep up with trade journals and talk to people who are knowledgeable in the field.

Today, it’s almost mandatory for us to take some form of training all through our career to keep up with the times. Let’s suppose you choose a field in customer service.  Career planning is not planning for that field on a one-time only basis, but it’s a continuing process; in fact, you can call it a lifetime process.  We are always learning and growing, and as we do, our interests and needs also change. It is not just making plans to obtain your “perfect” job or career, but to help you make the many adjustments there will be along the way as you learn about you and your world or work.


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Exceptional Customer Service Experience

It was summer and my birthday as well so I decided to take a vacation with my family in a nice resort hotel. Before I go there, all I was expecting were nice room, beautiful beach and great weather.  When I arrived at the airport, a good looking hotel representative approached me with a warmth smile. He then carried our luggage and escorted us in the ferry boat. Upon entering that nice ferry, a beautiful young lady greeted and offered us cold towels, bottled waters and snacks.

I said to myself, I never expected this kind of treatment. After that five minute ride, we were guided inside the van for a ten minute ride to the hotel. When we got there, we were welcomed again by a beautiful guest relation staff and she led us directly in the room. In the room, I was even more surprised because there was a birthday banner, a nice birthday cake, a welcome dessert platter and a cupcake that had my son’s name on it. I almost cried in surprise because I never thought about that. I was really speechless that time because those small things brought me so much happiness, that I must say was an exceptional customer service which I could never forget. I was treated like a queen for once in my life and I wanted to keep on coming back to that place.

I got a nice room, the weather and the beach was beautiful and the best part of all, I experienced something that was very inspirational and I could share with my inbound call center agents, so they would know how important customer service is.

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Philippine BPO Success

2010 has been a great year for the Business Process Outsourcing industry in the Philippines. Metro Cebu has finally landed a spot in Tholons’ Top 100 outsourcing cities for 2010, together with Metro Manila, which ranked fourth. Cebu has been one of emerging cities in the past two years and this is the first year that it has been recognized as an emerged destination.

Four of our Next Wave Cities namely, Davao; Sta. Rosa, Laguna or Metro Laguna; Iloilo; and Bacolod were also part of the Top 100 cities tagged as emerging locations. In December of 2010, the Philippines overtook India as the call center capital of the world, and now employs over 350,000 employees in the local call center industry, compared to India’s 330,000, this according to data from the Call Center Association of the Philippines. Philippine call centers generated roughly $6.3 billion in revenues in the year 2010, with the association estimating a 15-20% increase by 2011, as more and more multinational companies continue to set-up outsourcing operations inside the country.

Investments were poured into the construction of high-rise buildings and premium facilities to accommodate booming BPO businesses, not just in Metro Manila but in the Next Wave Cities as well. The recent growth spurt in the outsourcing industry in the Philippines has been fueled by the higher-end outsourcing or knowledge process outsourcing or KPO. Though call center in the Philippines still comprise the largest part of the BPO sector, it has begun leveraging its creative design talent pool, vast amount of lawyers, and its CPAs or general accountants. No wonder, the Sunshine industry will definitely shine even brighter this year.

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Philippine Call Center: Earthquake Safety Tips

Earthquakes strike without warning and the major quake is usually followed by numerous aftershocks, which may last for weeks or months. In a country that is always prepared for earthquakes, the 8.9-magnitude brought the Japanese off guard. Yet for all the destruction and the prospect of a significant rise in the death toll, that quake also demonstrated how Japan’s high state of readiness likely prevented an even bigger catastrophe. Here in the Philippines, most Filipino spend time working in their office usually situated inside the buildings such as Philippine call center. So it is very important not just to know but to take seriously the earthquake safety tips.

Inside Buildings

• Get under a sturdy desk or table, or in an interior corner, face away from glass. If notebooks, jackets or pillows are handy, hold over your head for added protection.

• Stay away from windows, bookcases, heavy objects and other falling hazards.

• Drop to knees, clasp both hands behind neck, bury face in arms, make body as small as possible, close eyes and cover ears with forearms.

• Maintain position until shaking stops.

• Be alert and expect aftershocks.

Outside Buildings

• Assume drop and cover position in an open space away from wires, buildings and anything else that could fall and hurt you.

• Maintain position until shaking stops.

• Do not enter building until it is determined to be safe and authorized by police.

• Be alert and expect aftershocks.

In a Car

• Pull to the side of the road, stop and set the parking brake.

• Avoid bridges and overhead hazards.

• Stay inside the vehicle until the shaking stops.

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Appointment Setting Guidelines

As business activities become increasingly specialized, the outsourcing trend has taken on new significance for lean businesses. Many companies opt to outsource appointment scheduling to call center in the Philippines so that they can focus more on the internal functions of their business. In outbound call centers, telemarketing agents are responsible for setting appointments with potential clients.  They help you become more successful in your appointment setting campaign with some important guidelines.

Extensive prospect list

Making appointment setting calls is all about efficiency. It’s about the number of prospects being contacted for an appointment regardless of the outcome.

Best prospect profile

As you work on your prospect list, make sure that you do extensive due diligence. Study each name carefully and determine whether or not the prospect fits your product offering or service properly.

Well-organized call guide

Appointment setting requires a great deal of communication skills, but more importantly, it is the actual content of the message that can make or break a successfully scheduled appointment with your prospects.

Promotional effort

It’s like being in the shoes of your prospect. It is thinking outside the box, putting the interest of your prospects above your own, it is about helping and assisting your prospects and finally, it’s all about your prospects and not you.

Well-trained appointment setter

The appointment setter is your most valuable resource in relationship building. He or she can establish trust in you at the onset and later on your product or service offering.

Follow through on the progress of the campaign

Keeping yourself engaged with the appointment setting effort allows you to make immediate adjustments necessary to achieve the results you want.

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Reasons to Outsource Telemarketing Company

Business-to-business telemarketing services are an essential part of modern business marketing. They are an extremely cost-effective route to market that should be a vital part of your overall marketing strategy. Choosing the right telemarketing lead generation agency is all about getting the right fit with your specific campaign requirements.


One of the most compelling reasons to outsource your telemarketing requirements is the cost associated with setting up your own telemarketing. Cost comes in two forms, time and money. Consider the HR cost in hiring and training new staff in telemarketing techniques; the cost of equipment such as dialers and software; scripts and finally the cost of the calls.


First off, you need a good working environment so the outbound agents can work productively. Furthermore, you need computers, software, automated dialers, additional phone lines, call monitoring equipment, cables, telephones, headsets – these have the double cost of first purchase and then the constant updating required to keep up with the speed of telemarketing technology. Equipment also requires maintenance, technical support, care and hygienic cleaning.

Data Supply

A professional telemarketing company provides leads that are based on strategically selected data. Developing your own data supply is costly, both in terms of money and time.

Effective Scripts

Effective talk guides or scripts are essential to strategically turning leads into sales. Telemarketing scripts should be professionally researched and written, weak scripts lead to loopholes, silences, and closed questioning.


Truly effective telemarketing requires the flexibility to change your volume of approach from hour to hour, day to day or project to project. You need to be able to use your telemarketers at hours that might not suit your own staff.

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Professional Telemarketing Agents

Lead generation is the lifeblood of any business, without which no business can continue to exist for long. This is especially true for new businesses, because there will be no existing leads for the business, thus lead generation must be expedited to bring in the most needed resource of any company, cash flow. Considering hiring Philippine telemarketing, sales lead generation is the primary objective for most businesses. Of course, there are many outbound call center providing lead generation services, so understanding which telemarketing agency is right for your business is the key to success of any lead generation campaign.

The risk of using your current staffto perform your telemarketing is usually placing an inexperienced individual into a stressful and demoralizing position. Inexperienced staff, often working without a script or well-written guide, quickly becomes ineffective and even counterproductive. By outsourcing to professionals, you receive the support of dedicated and experienced telemarketing staff that effectively incorporates their own skills with your company’s message, products and services.

Philippine telemarketing uses seasoned lead generation professionals who have many years working on outbound campaigns.  It’s not just about having a good script or talk guide, it’s about being able to express yourself clearly, confidently and persuasively under pressure. Experienced telemarketers improvise based on the direction the call recipient takes. The very words that professional telemarketers use are directly related to the needs of your potential customers. Rather than selling a product, they offer the recipient solutions, chances and opportunities that encourage the customer to connect without the traditional fear of telemarketing callers.

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Philippine Call Center: Dress for Success for Women

In call center job interview, first impressions are critical. You first impression is greatly influenced not just by your manner of speaking and your intellect but with your dressing style. When you go for an interview, the first thing noticed by the interviewer is your appearance and your dressing style. For most applicants who want to be inbound or outbound call center agents, they may ask this question to themselves,   “Should I be judged by what I wear? Perhaps not, but the reality is, of course, that you are judged.

Dressing properly will not automatically get you the job but it will give you a competitive edge and a positive first impression. With the job interview, its how you’re dressed that sets the tone of the interview. Remember, its just like telemarketing, you are marketing a product — yourself — to a potential employer; thus, you must make every effort to have the proper dress for the type of job you are seeking.

Dressing conservatively is the safest option as it brings the attention of the interviewer on your skills rather than attracting too much attention on your clothes. You can choose from a range of formals. Suits look professional and elegant for an interview. Avoid skirts with high slits, team it up with a formal shirt with puffed sleeves.

The dress color is very important as well. Hues of black, gray, navy blue and peach are apt for the purpose of an interview. An elegant watch along with small earrings gives a professional look. You can pick close-toe pumps as well. Minimal make-up is also necessary. Remember, you don’t have to spend a lot of money on clothes for interviewing for as long as you keep your dressing simple yet elegant.

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Japan Quake: No Major Impact on Philippines Call Center

An 8.9 Richter Scale-magnitude earthquake that hit Japan Friday has technology experts weighing in on the temblor’s possible long- and short-term effects on technology in its many incarnations – from mobile, social networks and cloud computing to WiFi, mainframes and security. “Some communications may be disrupted, depending on issues such as where undersea cables reach the shores of Japan, where data centers are located in relation to the earthquake, or because people who manage data centers can’t do their jobs due to the disruption,” said tech pundit and Communicator CEO Andy Abramson, who specializes in VoIP and Internet-based communication systems.

However, call centers in the Philippines to the United States were not affected by the recent and devastating earthquake in Japan, according to a statement by the Philippines’ largest telecommunications firm – Philippine Long Distance Telephone Co. (PLDT). There were minimal telecommunication problems across Asia after the earthquake, but PLDT was able to re-route their cable system called Asia-America Gateway (AAG) immediately and it is up and running 100% ever since.

The AAG is a multimillion dollar project made up of fiber optic cables that go thousands of kilometers – connecting numerous countries in Asia (including the Philippines) to Guam, Hawaii, and the US West Coast. “To ensure business continuity and vital resiliency particularly for our BPO and Philippines call center clients who are US-centric, the performance of AAG affirms the immense value of PLDT’s $50M investment in this critical cable system to ensure business continuity especially for our Enterprise customers,” said Jovy Hernandez, PLDT VP and Head of Corporate Business Group and SMART Enterprise Sales & Marketing. “We are deeply saddened by this tragedy, especially as PLDT has deep Japanese affiliation due to its relationship with NTT.”

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Role of Philippine Telemarketing in Health Care Industry

“Health is Wealth”, this implies a very important aspect of life. Your health is your weapon to face challenges each day and be able to enjoy life to the fullest. Hence, it’s your responsibility to take care of it. But as we all know, life is full of uncertainties as well. You never know what will happen next. Therefore, it’s necessary to plan for your health care as well as your family even if some misfortune happens to you.

Having health care is more important than many people realize because coverage helps people get timely medical care and improves their lives and health. As you all know, the cost of medical treatment has become very costly and if you do not have health insurance you are going to be responsible for paying everything on your own. Additionally, when you have good health insurance you are much more likely to go to the doctor when feeling bad. In turn, you will have a better chance of staying healthy. You may be able to get away with not going to the doctor, but catching some illnesses early on is the key to beating them.

With these modern medical practices, insurance companies and other segments of the health care industry increasingly use Philippines telemarketing service to reach out to clients. The role of the outbound call center has become increasingly important in lowering health care costs, creating operating efficiency, and enhancing patient-provider communications. Therefore, medical and insurance professionals can concentrate on the important work of caring for patients and clients.

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