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Philippine Call Center Blog

Call Center in the Philippines: Improving Emotional Health

Stress is an element in life that we can’t seem to avoid. We stress about family, friends, relationships and work. For inbound and outbound call center agents, this is a typical matter that affects their emotional health.  Too many Philippines call center agents take their mental and emotional health for granted – focusing on it only when they develop problems. People who are emotionally healthy are in control of their emotions and their behavior.

They are able to handle life’s inevitable challenges, build strong relationships, and lead productive, fulfilling lives. When bad things happen, they’re able to bounce back and move on.  The good news is that there are many things you can do to boost your mood, build resilience, and get more enjoyment out of life. Emotional resilience is what enables people to bounce back after difficult experiences. Fortunately, this is a skill that you can develop to get through stressful times with greater ease.

Know your purpose in life

It’s a big endeavor, but discovering your purpose in life is fundamental to your ability to navigate challenges.

Set realistic goals and make specific plans

Some things are beyond your control, but smart planning can enhance your stability.

Be aware of your emotions

It’s easy to get swept away by strong emotions. If you can be mindful of what you’re feeling, you can give yourself room to evaluate the situation before reacting.

Practice patience and persistence

Make a commitment to yourself to see things through even when difficulties arise.

Slow down

Lack of sleep or perpetual multi-tasking can cause stress to build up. Give yourself a break to refresh your mind.

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Outbound Call Center: Market Research

Whatever a customer wants today may not be what he or she wants tomorrow. Or he or she may want more of it. If you’re offering low prices, customers want those prices slashed further. If you’re offering state-of-the art products, they want them newer still. In meeting ever-increasing customer demands for lower, faster, better, and newer, companies are driving themselves and their competitors to the edge.

This is why market research is important. Because we all have different point of views, different ideas about what’s important in our lives, and different ability to pay a particular price for what we want. Often the small business owner thinks they have a great idea for a new product or service, only to discover that people either don’t want that service or product, or they’re not willing to pay the price that the small business needs to set in order to be profitable.

Market research, both outbound and inbound, is a very common activity conducted by call centers in the Philippines to help small business take full advantage of the same sales force that many of the top lead generation companies use to grow. It is a very important component of business strategy and a valuable tool for any company that wishes to stay in business. It is an organized effort to gather information about markets or customers.

Using market research, you can understand your potential customers and their needs, as well as what your competitors are doing. It’s also useful to understand market trends so you can make the most of your business opportunities. Statistics and other market research data help you make informed decisions about the marketing of your business.

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Call Centre: Search Engine Optimization

Small business in the internet age is still about marketing. In this case much of that marketing takes place online.  Search engine optimization is inevitable requirement in internet business. And same like in in small business firms who has limited budgets in SEO or marketing find themselves in very difficult position. Small business owners need to learn what works and doesn’t work when it comes to SEO and paid search techniques.

The cost of paid search continues to rise, so SEO may be a better place to spend your time and money.  SEO strategies also can help your website increase your position in major search engines namely Google, Yahoo and Bing. There are two areas that get highly affected while optimizing the websites to make it friendly to the search engine.

Strong Website Presence

On optimizing the websites as per the specific constraints of the search engine, you can even place your website at the top in the search engine result page. Individuals when generally search the websites on search engine they go for those websites that ranks at the top. Due to this phenomenon, it is very important to upgrade the ranking of the websites so that it can get more quality traffic.

Increased Sales & Lead Generation

The number of clients in your business greatly depends on number of visitors visiting your business and showing interest into it. Therefore good ranking in turn will bring clients to your business and therefore you would be able to generate lead at a higher extent. Thus flourishing your business will be affected highly through good search engine ranking.

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Call Center Career: Starting a New Job

You see thousands of call center careers on the internet and everywhere such as customer service, outbound agent, telemarketing agents and virtual assistants. You submit your resume, go through an interview and the best part is getting hired. You go out and celebrate with family and friends, and you’re excited about all the new possibilities before you. After that, the panic begins.

You start to get nervous about your new responsibilities, the new corporate culture, and the new people with whom you’ll be working. While starting a new job can be a stressful experience, this important transition doesn’t have to be full of tension and anxiety. With the right strategies and with a positive outlook, stepping into your new role can be exciting and enjoyable.

Make sure you understand from your first day why you were hired and what your goals are for the first 6–12 months. This can help with your direction in the weeks to come. Another way is to show a positive first impression to your colleagues, this may not be the best impression but this will linger on for a long time. Also ask for advice or help from your peers at regular intervals.

But it is considered wise to talk less and listen more during the first few days on the job. Body language is also an important part of projecting yourself off as a dignified professional. Avoid making comparisons between your new company and your old company. Spend plenty of time getting to know your new culture. Your boss doesn’t expect you to create full value for the company during your first few months, so take it slowly. And try to focus on a few small victories that will help you establish credibility.

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Business Process Outsourcing: The New World of Work

Economic and financial globalization and the expansion of world trade have brought substantial benefits to countries around the world. It has enabled seamless delivery of information technology and business process services across every nation. This increasing demand has opened opportunities for ITO and BPO destinations such as Philippines. Hence, call center in the Philippines is designed to optimize the four key parameters of outsourcing firms: cost, control, quality and risk.

A company is outsourcing when it purchases products or services from an outside supplier, rather than performing the same work within its own facilities. It is not just a cost-cutting measure but a strategic planning and business outcome tool. Companies that decide to outsource do so for a number of reasons. The primary reason is to achieve cost savings or better cost control over the outsourced function.

Another common reason is to minimize the fluctuations in staffing that may occur because of to changes in demand for a product or service. Companies also outsource in order to reduce the workload on their employees, or to provide more development opportunities for their employees by freeing them from tedious tasks. Some companies outsource in order to eliminate distractions and force themselves to concentrate on their core competencies.

Another advantage of business process outsourcing is to gain access to new technology and outside expertise especially for small business which often cannot afford to hire computer experts or develop the in-house expertise to maintain high-level technology. It is also a great plan for start-up firms as they grow. It can free them from tedious and time-consuming tasks, such as payroll, so that he or she can concentrate on the marketing and sales activities that will enable the firm to make money.

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Smoking For Stress Relief

All call center agents experience stress from time to time, and they cope with it in different ways. For many agents, cigarettes are credited with calming their nerves.

It’s no surprise that many BPO employees are smokers. There are some reasons why they smoke at stressful times; they think that smoking gives them a much deserved break, they feel a sense of camaraderie because smoking is usually done in a group of people, and they feel relief because smoking eliminates nicotine withdrawal symptoms.

These are just some of the common beliefs of call center agents, but in reality, there is no proven evidence that nicotine eases stress. In fact, smoking does not improve stressful situations and might make things even worse because of its health risks. Smoking can cause lung cancer, heart disease, ageing, and damage to blood circulation. Some conditions are worsened by smoking including asthma, colds, flu, chest infections, tuberculosis, chronic rhinitis, diabetic retinopathy, hyperthyroidism, multiple sclerosis, optic neuritis, and Crohn’s disease.

Quitting smoking is difficult, but you can reduce the risk of getting serious diseases no matter what age you give up. However, the sooner you stop, the greater the reduction in your risk. It’s estimated that 2 in 3 smokers want to stop smoking. For some, the quest to stop smoking is an easy one. Willpower and determination are the most important aspects when giving up smoking.

There’s always room for self improvement, and you can find other healthier ways to cope with stress. If you decide to quit smoking, know that you’re not alone. There are a variety of tools, resources, and professionals ready to help you kick the habit.

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Inbound Call Center Agent’s Relaxation Tips

Spending all day on the phone dealing with people you barely know, day after day, is difficult. Doing it under constant pressure to keep call volumes up is even more difficult. And doing it with “very little authority or autonomy to rectify problems” that arise is perhaps the most difficult of all. These are just some common challenges that an inbound call center agent experiences.

In general, it is very stressful to work in Philippines call center. While experts say that some stress is good for you — it can sharpen your senses and your mind — too much stress is bad for your mental and physical health. At the same time, relaxation can do wonders to restore balance in your life — and may even reduce some of the health risks associated with stress.

Taking time out for ourselves is not selfish but an essential part of maintaining a healthy mind, body and spirit. There are simple and affordable ways by which you can pamper yourself. Exclusive time is the first thing you need. Take a hot shower bath after work. Pamper your body and skin by taking care of it. Moisturize your body, trim your nails, manicure and pedicure at home, and indulge in some basic skin care steps.

A body massage can also help. The daily hustle of life takes away energy from our bodies and thus a small nap can do wonders for re-energizing your mind and body. Go out for a walk, meditate, join some yoga class, read books, listen to your favorite music, prepare your favorite dish, watch movies with your friends and so many things to do. For as long as you give time to yourself that makes you happy, you deserved it.

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Outbound Call Center: Customer Survey

In today’s global marketplace, obtaining regular customer feedback is essential for companies looking to consistently provide excellent customer service and stay ahead of its competitors. Conducting customer survey is an inexpensive way to gather valuable customer feedback and input on companies’ products and services. Customer surveys conducted by outbound call center can help companies gather valuable information which can be analyzed more accurately and in less time than using traditional survey methods. There are many benefits to surveying your customers.

Innovation

Many, some would argue most, successful new products and services are the direct result of speaking with customers. Often, customers actually suggest the new ideas. Companies in fast-moving businesses, or those which rely on innovation, need to stay in touch with their customers to get their ideas and product/service feedback.

External performance feedback

Customers are the best judges of a company’s products and services. They can spotlight processes which are working well, and others which are not. By actively contacting and speaking with customers, organizations can spot important opportunities for improvement.

Increasing customer retention

Customer service satisfaction and retention drive profits. It’s far less expensive to cultivate your existing customer base and sell more services to them than it is to seek new, single-transaction customers. Learning what is most important to customers and how the organization is seen as performing, relative to competitors, can help to prioritize change efforts.

Recovering customers

The first step to recovering lost customers is finding them – the second step is finding out why they left. Many customers can be recovered with relatively little work by a company or organization.

Advance warning

Customer data can be used as part of a measurement system to warn the organization of upcoming trends, performance issues, or opportunities.

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Competencies of Virtual Assistant

The Internet has already revolutionized the way we live and work.  For businesses, it has given greater flexibility and power in the way they do business. It minimizes time and distance, simplifies complex business processes, and enables more effective communication and collaboration, just like having a virtual assistant.

Who would have thought? You can have someone to perform your administrative tasks remotely. In other words, they do not need to be where the business is centered. They could be one town away, one state away, cross country, or even international and still perform the job to the best of their ability.

For small businesses, they hire virtual office assistant from Philippines call center to make their work more productive yet cost-effective. Personal skill is the root of a VA business. A high level of proficiency in the services of their chosen niche, good organization skills, good spelling, grammar and punctuation skills and a basic understanding of web and computer technology are essential.

VAs should have a basic understanding of business operation and budgeting as well. They should know how to create a business and marketing plan; have a basic understanding of bookkeeping; have the ability to maintain accurate records; utilize contracts and agreements; and manage time effectively.

They should be excellent communicator which is part of professional skill. Competent communicators have the ability to drive a discussion to a positive outcome and possess excellent listening skills. Another trait is the ability to accept and/or delegate any given task or assignment effectively and wisely. These essentials will assist a VA to stay in business for a long time.

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A Positive Call Center Culture

High work morale is essential in Philippines call center. A team that believes in your company sticks around in the good and bad times. Most companies with high turnover rates are not employee oriented. Low employee morale should be a big concern for any employer. It’s a poisonous force that can have a corrosive effect on the productivity, profits and general well being of an organization.

Employees are hugely valuable company assets that need challenges, a sociable environment, job satisfaction, recognition and financial security otherwise their morale drops, their work suffers and the company ultimately suffers the consequences. Cultivating a positive call centre culture is one way to boost employee morale. Many businesses have limited knowledge about how to develop it.

If you neglect your culture, you may begin to notice some of these warning signs in your employees’ behavior. You may hear less laughter in the office or notice that people seem unfocused. Employees may begin working shorter days, taking longer lunches or even asking for more compensation. When employees request additional compensation, it usually means that they’re reevaluating their contributions to your company’s goals or. The management plays a big role in this subject.

They should make sure that employees have clearly defined goals and understand their professional growth path in the company and evaluate employees by their achievement of measurable goals, not by the hours they spend in the office.  They should also be able to interact regularly with call center agents and offer praise or clear suggestions for improvement. This will help develop an open and trusting relationship with the employees. A positive company culture is only an indication of the start of a successful company.

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