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From the blog

Maintaining Productivity in a Philippine Call Center

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

Philippine call centers are known worldwide to be very competitive and productive. As a matter of fact, this is what makes them stand out globally.

A contact center outsourcing’s productivity will vary depending on the season. The queue rates will differ as a national event or global holiday fast approaches. On a full calendar year, productivity can soar high or even decline flat.

Circumstances like these are unavoidable that is why outsourcing services providers find ways to keep operations productive all year with the following practices.

Boosting Employee Morale

Goals can only be met if employees work together. Call Center agents down to team leaders, support and managers should be updated with the goals of the season entirely. Working together on the same page is very important for a team to succeed and excel. Call center agents are trained and provided with knowledge about the functions of the services they provide. Consistent and up to date customer service training are very important to make sure your business is customer service oriented. Employee morale are also boosted especially when managers are regularly trained on leadership.

Sufficient Equipment Supply

It is very important for Inbound and Outbound Call Centers in the Philippines to acquire the latest in Technology when it comes to equipment. High speed computers with own data servers, clear and noise canceling headsets are essential to making sure that each call is in excellent reception. Professional call centers in the Philippines have an in-house IT department that does regular computer maintenance for efficient operations.

Employee Engagement and Reinforcement

Inbound and Outbound call centers that have the most activities employ more contented and happy employees. Event, contests and other motivational changes are beneficial to call center agents as they can have fun, interact and stay motivated to work. The ideal employee is inspired and energetic. Call Centers who reward, promote and value their employees can also reap good outcome.

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