5 people you meet in a Philippine call center

5 people you meet in a Philippine call center

January 8, 2014

Philippine-call-centers---
In every company, there are people you meet who stand out for job excellence and for being strong influences to their colleagues. In a Philippine call center, they are usually the ones who land managerial roles and mainly drive the business to success.

The decision maker

Philippine-call-centers----

This person is the Center Manager who is responsible for the overall operational budget and performance of everyone in the floor. He is also the one who links the departments together. In a bigger call center firm, Team Leaders and Assistant Managers report to the Center Manager who are responsible for these people’s recruitment, coaching, and development. As the decisions he is tasked to make largely affect the workers, he should be a critical thinker.

The record keeper

This person usually takes the role of the Operational Manager who looks after the resource estimating and planning. He sees to it that management practices are carried out by Team Leaders to their subordinates. He is the record keeper because his role entails keeping track of the technical aspects of the operations and recording performance statistics.

The motivator

Team Leaders manage a team of call center representative. Being the direct superiors who meet the agents on a regular basis, they are responsible for ensuring that each individual meets targets and passes reviews. They should be able to motivate their teams to do their best and excel against other teams. The Team Leaders not only provide feedback to higher-ups, they also receive orders. They serve as the link that bridges the gap between agents and the higher management.

The teacher

Philippine-call-centers-----

The teachers in a Philippine call center are the Coaches or Trainers who are tasked to orient new hires about the ins and outs of the trade—from the grammar and accent lectures to client specific trainings. But aside from teaching best practices to new agents, they also conduct ongoing trainings to seasoned staff so that no one is performing behind and that the methods match current trends and meet changing customer demands.

The force

The Call Center Agents are the force that keeps the business running. Without them, the leaders and teachers would have no one to guide and decide for. Since they are the ones who represent the organization in every transaction they make with a customer, they should be attentive and patient conversationalists, salespeople, and problem solvers.
Have you met any of these five people in the call center you work in? How was it working with them? You’re lucky if your call center is composed of outstanding decision makers, record keepers, motivators, teachers, and forces. Make the best out of every moment you work with them.
Open Access BPO provides voice solutions to local and international businesses through the outsourcing firm’s Makati call center. Join Open Access BPO on Google+ to learn about the other services they offer.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO6 hours ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO11 hours ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO1 day ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO2 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO3 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO4 days ago
The growing number of #CustomerService cases resolved via #SocialMedia proves that the Internet has become the go-to channel for new generation consumers. Here's how you can supercharge your brand's social media customer support: https://zcu.io/wzqS

#WeSpeakYourLanguage