Executive Boutique

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Your Call Center Partner in the Philippines

Call Center Operations

Outsourcing Telemarketing: The Right Choice

Outsourcing Telemarketing The Right Choice
Outsourcing Telemarketing The Right Choice

Telemarketing can be a handy tool for businesses.

Not only is it a tried and tested method for lead generation, but you can straight-up increase your sales through telemarketing.

Of course, there are other benefits you can enjoy when you have telemarketing as one of your business’ marketing arsenal.

Telemarketing Defined

Telemarketing is essentially the process of generating leads, gathering marketing information or making and closing a sale through the phone, fax, internet, as well as via video conferencing.

It can also include contacting people to raise money for charity and carry out surveys. 

Benefits of Telemarketing

While telemarketing has become a popular tool in growing businesses, it also has its fair share of controversies due to its misuse. But negative publicity aside, this strategy continues to be widely used, and when carried out correctly, the advantages drowns out all negative feedback.

1) Gives Immediate Feedback

Being able to immediately measure your customer’s level of interest in your product or services is perhaps the number one benefit of telemarketing. Receiving direct and immediate feedback allows you to realign marketing campaigns, improve customer service, and develop new products and services.

2) Involves Human Interaction

Not only is the telephone an affordable and a statistically accountable communication tool, but it is also a very intimate and personal one, with two people talking to each other.

3) Has Wider Reach

Telemarketing allows you to reach a wider audience. It reaches not only your intended audience but also those who are on the other parts of the globe, as well as your not to internet savvy consumers. 

4) Provides Measurable Results

One of the best things about telemarketing is that the results can be analyzed and measured. It gives you insight into how successful (or not) your campaign has been and which strategy actually works.

Outsourcing Telemarketing

Deciding to outsource your company’s telemarketing efforts will multiply your benefits even more. 

The list that follows are just some of the advantages of outsourcing telemarketing.

  • Frees up your time 

By delegating your telemarketing campaigns to a professional third-party vendor, you can focus all your attention and energy to core business functions.

  • Increase in Productivity

With more time on your hands to zero in on core business matters, the rest of your team will also be able to focus on their assigned tasks, increasing their productivity.

  • Worry-Free Budgeting

With outsourcing, you can forget about worrying that you will go above your budget because you pay a fixed amount as agreed with your outsourcing partner.

  • Brings Huge Savings 

Outsourcing eliminates the need to invest in equipment and infrastructure because your outsourcing partner already has the cutting-edge technology in place to support your telemarketing needs.

It also saves you office space since you won’t need to house a team of telemarketers.

Perhaps the most significant savings will come from not having to spend on recruitment and training, as well as paying employee benefits. You will be tapping into the manpower coupled with the industry experience of your outsourcing partner.

What’s Next?

Executive Boutique offers a full range of telemarketing services, both inbound and outbound, from customer service, technical support, sales lead generation, and market research.

We offer high quality, professional services at affordable rates with flexible month-to-month options.

So contact us today for your free non-obligatory quote. 

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The Importance of a Call Center in a Company’s Operation

The Importance of a Call Center in a Company’s Operation

Call centers have been around for quite some time. We help establish and foster relationships between the consumers and the company.

In today’s business landscape, most companies have call centers providing round-the-clock customer service support and technical support. Call centers assure customers that assistance is always available, no matter where they are, whenever they need it.

Communication via Phone

Even though there are various mediums – SMS, chat service, web self-service, and social media, available to contact companies, customers still prefer to communicate through the telephone. A study conducted by the firm Forrester shows that 73 percent of consumers call into the call center. Arizona State University further reported that when customers are angry, they are even 11 times more likely to complain by phone rather than via any other communication platform.

The Value of Call Centers

Call centers enable companies to build up their image and reputation, resolve customer issues, and establish a strong customer base.

Call centers are essential to a company’s operations because of the following reasons:

It is Expected

When you ask people what items or belongings they never leave home without, everyone would say their mobile phone, among others. Everyone is within easy reach. So it is also expected of companies to be reachable and available. It doesn’t have to be the massive, state-of-the-art call centers, in case of small companies, a single point contact person will do.

Shows that you Care

Having a call center shows that you care for your customers – that you are open, willing to listen, and value their opinion or feedback. Modern consumers expect to be able to call in or reach out when a problem arises or when they need assistance.  

Shows that you are Capable

Providing open lines of communication by having a call center shows that you are capable and that you understand the fundamental components of running a company.

Shows that you are Experts

Not only are you capable, but you are also showcasing your expertise. You are not afraid to provide assistance and answer your customer queries and concerns because you are confident, and you know your product inside and out.

Shows that you are Available

We are living in an age where everything is convenient and instant. When a consumer buys a product or a service, it comes with the expectation that they can reach out to you anytime and in an instant. 

Helps Streamline Operations

With a call center, you eliminate confusion, making it easier for your consumers to know exactly how to get in touch with you.

Builds Your Reputation

Just by opening a line of communication with your consumers through your call center, that in itself  earns your company some brownie points. By further providing exceptional customer service with every call interaction, slowly builds your reputation and cements your status as a reliable and responsible company    

Shows that you are Real  

Perhaps the most significant of them all is the fact that a call center provides the human factor.  

Yes, advancements in technology are making it easier for people to be heard or to connect, but to interact with a live, real person is just not the same.

While technology is doing a great job of keeping people occupied and entertained, nothing will ever fill the void that a human touch brings.

Conclusion

All in all, as pointed out by several studies that consumers still prefer calling in, the role of call centers in supporting company operations is not diminished. And more often than we care to admit, human interaction is still more meaningful and fulfilling.

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Call Center Lead Generation Services

Call-Center-Lead-Generation-Services
For your company’s sales team to keep closing deals, you need to have a steady stream of quality leads.

While you can certainly train them to generate the leads themselves, they would be far more effective if they focused on doing one thing only — and that is, to close the sales.

If your sales team is less effective/efficient because they’re having to juggle between the task of closing deals and generating leads, then you might want to consider working with call centers for their lead generation services.

Let’s look at some of the strategic lead generation services that call centers can often help you with.

Lead Generation Services 

Inbound 

When your audience are the ones reaching out to you, then you’re in a great place to turn them into leads — so you can further establish your relationship with them — then turn them into paying customers.

Here are a few “inbound” ways to that call centers can generate leads for you:

  • Live chats and hangouts. Live chat is one of the direct ways your customers can engage with your company, show interest in your products, and qualify as a lead.
  • Social media. Networking sites function like a digital contact list where the specialists can find countless leads, examine users’ beat, and filter them appropriately.

Likes, reposts, and comments, including private messages, can all help specialists capture leads and assign appropriate action according to the campaign strategy.

  • Blogs. Blog posts on your website with a feedback section invitations also call users to engage directly with your company.

Their commenting and the kind of feedback they give signifies their interest and can lead to closing sales transactions.

  • Forms. Forms like sign-up, contact, subscription and others also help gather leads as interested users fill them up.

Outbound

In most outsourcing undertakings, lead generation is usually classified under outbound call center services.

Outbound calls are a more proactive way of gathering leads through the following methods:

  • Cold calling and Telemarketing. Telemarketing allows lead generation specialists to have direct contact with your prospects.

Through this strategy, they can immediately work from your customer information database or contact lists according to your particular needs.

They can call hundreds of accounts and build on their initial conversation with your customers for further business and sales engagement.

  • Appointment setting. Specialists can rapidly call prospects and schedule profitable appointments on behalf of your sales team.

Their services can even include follow-ups and personal meetings.

Specialists can also turn on settings that enable prospects to listen to your company’s messages at specific periods when your representative is available.

Appointment setting also allows specialists to foster client trust and relationship, and project a favorable brand image of your company.

  • Email marketing. Through email campaigns, specialists can reach out to your customers directly and appropriately.

They can thoroughly study your product and service market and create innovative messages and campaigns with compelling CTAs.

Outsource Your Lead Generation.

For your lead-generating efforts to succeed, you need to put in a lot of skill, focus, and time. 

Call centers are the perfect match to suit your lead generation needs through their dedicated specialists.

With the help of call centers, you can have highly-trained lead generation specialists engaging your audience so you can turn them into leads.

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4 Office Spring Cleaning Tips

The weather is warming up and winter is on its way out! Now is the perfect time to start spring cleaning your office. Organizing and cleaning any room, especially if it has gotten out of hand, can seem like an overwhelming project. We’re here to help! We’ve compiled a few tips to help get you started on getting your office back to the productive workspace it’s meant to be.

Clean out your desk.

Your desk should only hold your most important items. Computer, phone, notepads, pens, and other vital supplies are examples of these. If your desk has drawers, they should only hold important items as well. If your desk is cluttered with food wrappers, old documents or pieces of mail, it’s time to start cleaning it out. Only keep what you need and use regularly.

Get rid of your digital clutter.

Our online workspaces are important to our productivity just as much as our physical ones are. An inbox full of junk or unopened emails looks overwhelming to some. If you have a digital to-do list or schedule, optimize it so that it contains reasonable goals for each day. Keep up with it, too! If one task doesn’t get done, assign it to a different day where you’re sure you’ll have enough free time.

Clean your furniture.

When your desk and online workspaces are organized, it’s time to get down to the actual cleaning step. Wipe down all of your furniture surfaces with disinfectant. Dust your bookshelves. Polish your wooden furniture. These steps should be a weekly part of your routine. If you can’t keep up with it yourself, consider hiring a professional cleaning service.

Clean your floors.

You don’t want to ignore your floors! You’ll need to vacuum, mop, and (if needed) wax them. If you’re willing to make this project even bigger, get down to the baseboards, air ducts, and corners and clean up all the collected dirt and dust. Squeaky-clean floors will make the room seem bigger and more approachable.

Spring is a great time to kick-start your cleaning projects and it’s also an opportune time to set new cleanliness goals and habits for yourself. Take the time to deep clean your office and help it stay clean by working regular maintenance tasks into your routine. Something as simple as clearing clutter off your desk daily will make a big impact. Try not to think of these tasks as chores – think of them as you investing in your own productivity and success!

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What is Charismatic Leadership?

We’ve all learned about charismatic leaders throughout history. Some examples are Martin Luther King Jr., Sir Winston Churchill, and even Mother Teresa. What sets these kinds of leaders apart from typical leaders is that they are skilled communicators, have a way with words, and are able to communicate on an emotional level with their followers. What else does charismatic leadership entail?

Sensitivity to the needs of their followers.

A charismatic leader is always finely in tune with the needs of the people they’re leading. Many leaders simply focus on their goals and string their people along with them regardless of how it affects their peoples’ well-being. Charismatic leadership means knowing when your people need a break, when they need to be pushed more, and when they’ve reached a proper level of equilibrium between the two.

Articulate communication.

If you think of popular charismatic leaders, you’ll likely end up thinking about how well-spoken they are. Charismatic leaders know how to communicate on a deep level and inspire hope in the people who follow them. These types of leaders don’t just bark orders, they work with their people and motivate them to be their very best through intimate and moving language.

Prioritizing learning from mistakes.

Mistakes and mishaps are an inevitable part of working toward most goals, and charismatic leaders know and understand this. This plays into our first point of being in touch with the people who follow them – this includes knowing what kind of feedback motivates their followers the most. Being abrasive is not charismatic and doesn’t bring people together.

Inclined toward intelligent risk-taking behavior.

The best charismatic leaders know where and when to push the boundaries of what is considered normal and accepted. Moving toward change requires this kind of behavior, but the real skill comes in getting people to back them when they make these moves. Charismatic leaders are adept at working toward their goals in controversial ways and getting people to support them throughout the journey.

The world needs charismatic leaders because, typically, they advocate for a better world in whatever context that means to them. The scale can be as big as running for president or as small as motivating their sales team to meet their goals. They tend to have the courage to stick to their convictions despite pushback and advocate for what’s right. If you’re in a leadership position, take time to evaluate how you could incorporate these qualities into your own leadership style.

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How to Become a Transformational Leader

James McGregor Burns coined the concept of transformational leadership in his book, Leadership, in 1978. He defined it as a process where “leaders and their followers raise one another to higher levels of morality and motivation.”

According to Bernard M. Bass, who further developed the concept in the 1980s, some qualities of a transformational leader are: clear goal setting, supportive of their followers, encouraging, and able to get their followers to look beyond their own self-interest. So, how do you become a transformational leader? Here are some steps:

Be inspiring in your vision.

If you want people to follow your lead, you’ll need to give them a legitimate and compelling reason. The best way to do this is to create an inspiring vision of days to come. This vision will set out your team’s purpose, which will be at the forefront of your endeavors. You can develop your vision by understanding the values of the people you lead, as well as the resources of your organization.

Motivate your team to deliver the vision.

As we’ve covered, you’ll need to appeal to people’s values in order to get them to buy into your mission. You’ll need to come up with a mission statement. Use storytelling as part of your call to action and speak of your mission often. Get to know your team – if you can further connect the mission directly to their own goals, they’ll be more likely to follow your lead.

Take the lead in delivery of the vision.

It doesn’t take much to come up with a vision and mission statement. The real hard work comes in delivering it and working to make it a reality. While you can get your team to help you, you’ll have to do much of the difficult and often mundane tasks yourself. To manage the delivery of your vision, you’ll need to incorporate both effective project and change management. Communicate each individual person’s roles clearly and connect your team to your plans. Everyone needs to understand what they’re responsible for and how their success will be measured.

Build strong relationships with your people.

Transformational leaders focus a lot of their attention on their people. You’ll need to work hard with them to help them achieve their goals, as well as the goals of the team. Meet with them individually and support them throughout their endeavors. Provide constructive feedback when necessary and be empathetic at all times. Your team will be better off for it.

Being a transformational leader requires a lot of hard work and understanding of how people operate. Once you’ve come up with an inspiring and uniting vision, people will be more inclined to follow your lead. Be sure to lead by example and maintain excellent self-discipline and stamina so that you don’t let yourself or your team down. In the end, if you put in the hard work and set a good example for your people, you will be more likely to find success.

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Call Center Services at Executive Boutique

call center

No matter the industry, it’s the goal of every company to expand its business operations through customer retention and acquiring new clientele. To keep the people you serve happy, you have to be available to address questions, concerns, and resolve a number of issues that range from IT to billing. This is where a call center comes in; fortunately, this is also one of the aspects of daily business operations you can outsource.

How Does a Third-Party Call Center Work?

Third-party call center services operate just like an in-house customer service team. They operate remotely, take phone calls, and chat with customers online to quickly resolve issues. They tackle the same duties as an in-house call center. They can resolve most issues without having to transfer the call to a member of your team:

  • Billing/invoicing
  • Product delivery status
  • Technical issues
  • Service upgrade/downgrade
  • Canceling or renewing a plan
  • Switching payment method

Data shows that 78% of companies that outsource to third-party agencies are satisfied with the arrangement. 42% of companies in North America also outsource to some extent, as do 35% of companies in Europe and the Middle East.

Why Outsource Call Center Duties?

Saving money is one of the key benefits of third-party outsourcing, as your company saves the cost of assembling a full-time internal staff. For the agency that you outsource to, customer support is its specialty. The men and women that take phone calls and online chat on your behalf are trained in customer interaction and are dedicated to their satisfaction.

Call Center Services in the Philippines

More companies are outsourcing overseas to countries like the Philippines, where Executive Boutique operates. Outsourcing costs are far more affordable and scalable. Our third-party call center team can be on call 24/7 and can expand to larger numbers during high volume periods. If launching a new product, for example, you can increase the number of call takers in anticipation of increased customer queries. Scale back down once the demand recedes.

Regardless of your industry and location of operation, give Executive Boutique a call today to discuss our call center services in the Philippines. We provide highly trained men and women with years of experience in guest service.

Additional resources:

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4 Office Organization Tips

Your office environment directly affects your productivity and how you work. If your workspace is cluttered with documents, coffee cups, and other items that don’t need to be there, you’re likely to feel distracted and anxious when it’s time to work. The worst part is that sometimes if the clutter is bad enough, it’s difficult to figure out where to start cleaning it up. Here are some tips on how to get your office space back into the productive hub it’s supposed to be:

Purge

Start the process by identifying items that can obviously go in the garbage. This includes napkins, old takeout containers, and empty to-go coffee cups. Grab a brand-new garbage bag and walk around your office identifying these items and immediately tossing them. The mess will look more manageable after this step.

Create a space for miscellaneous objects

Every office struggles with a flow of random objects entering its space. There are three main types of these items: things you need to keep (umbrella, travel mug, coat), trash, and important documents. Make sure your garbage can is not overflowing so that incoming refuse doesn’t end up in your workspace. For the objects you need to keep, identify spaces where they can stay. For example, your coat can stay on the back of your chair or hanging on the door. Your travel mug can have space on your desk when it’s full, but when it’s empty it stays on a table near the door so that you don’t forget to wash it.

Get two document trays

Do you have a lot of paperwork that you need to deal with on a regular basis? If you do, you need an organization system for them so that they don’t overflow your workspace. To help with this, buy two document trays from your local office supply store. Place them on your desk and label one for new documents you haven’t looked at yet and another one for old documents that you’ve reviewed and need to deal with later.

Go as digital as possible

Adding onto the issue of overflowing documents, try to digitize your work flow as much as you can (unless you’re someone who needs to hold the documents in their hands). Scan relevant documents into your computer so that you can store them there and access them without digging through filing folders.

Office organization can be tricky since it’s so easy to get caught up in the daily grind. Once we get into the zone of working, we often lose sight of smaller things like maintaining a clean workspace. While that’s understandable, cleaning and organizing your space daily will save you time and energy in the long run. 

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3 Questions to Ask Your Philippines-based Call Center

Shot of a young woman working in a call center

For businesses in search of cost effective customer service solutions, outsourcing your incoming inquiries to a call center based in the Philippines can be an outstanding option. Executive Boutique specializes in providing organizations of all sizes with the tools they need to stay in constant contact with their clientele at a much lower cost, allowing you to get the absolute most from your investment in scaling your operations to meet consumer demands.

How Much Does Call Center Outsourcing Cost?

Many of our clients are surprised to discover just how economical our services can be. Our rates are linked directly to the level of specialization your incoming calls require, and so you only pay for the solutions your specific business needs. Factors that determine the overall cost of our call center outsourcing include the number of agents you need, the technical knowledge required of each agent on our team, and the nature of the services we will provide.

Executive Boutique focuses on delivering an upfront rate schedule that covers all related labor costs, equipment usage, and other expenses. Unlike with many other companies in our space, our business structure allows us to eliminate any startup fees and other hidden costs. Interested executives should contact our customer support team for a no-obligation quote that addresses your exact needs.

Will My Customers Be Able to Tell the Difference?

Executive Boutique does everything possible to ensure your clientele experiences a comparable quality of service as with a domestic call center. We have selected the Philippines as a base of operations because schools and universities are taught in English with American pronunciation and word usage. Every customer service agent under our employ has been extensively screened for the best available verbal and written communication skills, as well as minimal spoken accent.

In addition to having the best possible talent pool to select from within the third-largest English speaking nation in the world, we also take great care to bring you the most suitable workforce for your needs. Not only do we have sample voices that our clients can listen to on our website prior to committing to our services, we can also schedule a time for you to speak directly to some of our agents as well as individually interviewing them to determine their suitability.

How Does Call Center Outsourcing Work?

Executive Boutique uses a state of the art VoIP telephone system specifically designed to provide excellent call quality as well as high transmission rates (less than 200ms) so there is no discernible delay with the typical phone call, and our lines are open 24/7. The experience is almost indistinguishable from conventional telephone lines, and you can always arrange for a live demonstration before you commit to a contract with us.

As part of our focus on providing a seamless service that is virtually equivalent to a domestic call center, your agents can be assigned area codes and telephone caller ID from any location you choose. This means your customers, clients, and prospects should not find any difference between our international call center and domestic customer service solutions, giving them a reliable option at a much lower cost to your business.

Executive Boutique’s meticulous approach to call center outsourcing is designed as more than an economical alternative, but a fully integrated extension of your staff. Talk to us today about what our services can offer your organization.

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Call Center vs. Contact Center– What’s the Difference?

Contact Center

Contact CenterWhen you hear the words call center and contact center, what comes to mind?

You would probably think it’s the same – but it is not.

When you hear or think of these words, you would most likely conjure up images of people wearing headsets sitting in front of a computer, wearing animated or penchant facial expressions, either answering or making calls.  

These terms get thrown around a lot that we think they are interchangeable. It is true that

they are related, and they share similarities, but each one cannot be more different than the

other.

The difference between the two lies mainly in the methods of communication involved as well as the overall customer experience.  To better understand these two terms let’s start by defining each one.

What is a Call Center?

A call center is a centralized office or a facility, that is equipped to handle large amounts of customer requests communicated through the telephone, usually for an organization. Communication and interaction with the customer are primarily done by phone.

They are further classified into two types, namely, an inbound call center and an outbound call center.

An inbound call center receives incoming calls, usually from customers needing additional information or general queries, product support or feedback.

Outbound call centers, on the other hand, are operated more for the sole purpose of telemarketing,  market research, getting a solicitation for a charitable or political donation. In general, callouts are done in outbound call centers.

The earliest form of call centers can be traced back to the 1960s with the usage of a PABX system. Soon after, when call center operations were set up to provide customer support for airlines and financial institutions, the technology used at call centers evolved.

Automatic Call Distribution (ACD) system and IVR or Interactive Voice Response were introduced. ACD enable call routing to agents who are available and with a specific skill set while the IVR allows computers to interact with customers through voice or by input on the phone keypad.

What is a Contact Center?

A contact center is very similar to a call center – inbound and outbound calls are also being handled. However, requests or customer interaction is not only through the telephone, but also through different digital communication channels such as email, chat support, SMS, etc.

In addition to ACD and IVR technology, they also make use of cloud services and VoIP, Voice over Internet Protocol. This platform allows customers to reach out using their communication channel of choice.

It is essentially a one-stop shop of customer care necessities. It has a call center, messaging center (for SMS), e-mail department, live chat department –  all under one roof.

A contact center, is also, frequently used by organizations as the home base of Customer Relationship Management (CRM). It is where most of the customer interaction takes place which allows capturing, storing, tracking, and gathering of customer data is made possible.    

Conclusion

Both a call center or a contact center provides the essential functions of customer service or act as  extension support of your company. Your customer may not be able to distinguish the difference between the two and may mix up the usage of both terms but what’s important is that your company is able to deliver on your customer’s expectations to guarantee satisfaction and maintain loyalty.

Executive Boutique provides customer support, business process outsourcing, and technical support services from our state-of-the-art facility in Cebu City, Philippines. Our servicing platform supports most communication channels such as voice, email, and live chat.

Why choose to be tied down to a long-term service commitment when we can work with you on a project basis? We also allow you the flexibility of modifying our services rendered to adapt to your business need.

Interested to know more? Contact us today!

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