Here’s what callers really think during bad customer support interactions

business woman with headache talking on phone

When it comes to customer service, every single transaction matters. You must always be prepared to provide customers the quality of treatment they deserve across all touchpoints.

This is especially true in a highly competitive business landscape. These days, customers find it easy to switch brands if they feel like their needs aren’t being met. In fact, just one instance of a poor customer support interaction can reduce your profit and destroy your reputation. Read More

A quick guide for foreign investors">

The Philippine real estate sector: A quick guide for foreign investors

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The property sector—supported by growing BPO demands and infrastructure development—is playing a significant role in boosting the Philippine economy. How can foreign investors make the most of this opportunity?

The Philippine Statistics Authority revealed that the Philippines’ gross domestic product (GDP) grew by 6.6% in Q4 2016, driving the national GDP growth to 6.8% for the entire year. Three main industries contributed to this expansion: (1) manufacturing, (2) trade, and (3) real estate, renting, and business activities. Read More

A brief introduction to skills-based routing in call centers

miniature figures business men standing on flip phone keypad

Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this guide is for you.

As more and more brands come to realize just how crucial the customer experience is, many of them have begun to look for innovative, tech-based solutions to provide better services to their market. Read More

What do high-performing call center agents look for in a company?

smiling woman hugging resume job applicants in background

Of course, call center leaders want only the best talents for their team, but how can you ensure that you’re hiring only the best customer support agents?

There’s a big difference between high-performing, career-minded employees and those who only work for a paycheck. Naturally, you want top-quality candidates for your outsourcing company—those who can aid you in achieving, and maybe even surpassing, your goals. Read More

How will the Philippines’ ICT industry change in 2017 and beyond?

business executive standing looking at virtual computer interface charts figures in philippine flag colors

All over the world, businesses are operating in a landscape where everything is changing fast, thanks to technology. Let’s look at how the world’s outsourcing capital, the Philippines, is adapting to this dynamic environment.

The Philippines is no stranger to successive tech trends and innovations, all of which are reshaping its business landscape. There’s the spread of mobile devices and solutions in the consumer market and companies’ increasing reliance on big data and smart tools. Research firm International Data Corporation (IDC) says all these will greatly affect the Philippines‘ information and communications technology (ICT) industry. Read More

10 Customer care gestures that will make your clients feel special

delighted blond woman on the phone

When it comes to customer service, every ounce of effort—both tiny and grand—counts.

Brands may feel the need to impress their customers with fancy gestures to gain their trust or fuel their loyalty. But in most cases, what customers really appreciate are the tiny things that show you genuinely care about them. These simple acts demonstrate your commitment to making customers happy, showing that you can be consistent and reliable. Read More