Philippine call centers have been adapting web-based tools and using them as non-voice customer service channels in order to keep up with growing customer demands. Aside from the phone, it s now typical for contact centers to welcome and address queries via email, live chat, social media, SMS, and even mobile apps.
When we mentioned in a previous blog post that every Philippine call center must ace customer service because it impacts sales, we meant incorporating customer service values in all sales and marketing activities you carry out. A sense of customer service must be present in every profit-generating initiative. You must display a genuine intent to […]
Social media has immensely benefited startups and small businesses all over the world by giving them a special leverage to gain prominence and foster customer relationships. Brands are no longer limited to offering customer service through traditional means such as partnering with an outsourced call center in the Philippines. This multi-channel approach enables business owners […]
If there’s a saying that every call center in the Philippines should have its employees take to heart, it should be the one from renowned Swedish businessman, Jan Carlzon. In his wise words, the former CEO of business analytics and intelligence company SAS summed up why every role in a company impacts customer satisfaction.
There are many reasons why your call center in the Philippines is obsessed with monitoring performance metrics and sending you hourly, daily, or weekly reports. Customer service shapes customer perceptions and impacts your company profoundly. Within this domain, performance metrics stand out as vital tools that illuminate the path to exceptional customer experiences. It helps […]
Philippine call centers, take note: the Temkin Customer Service Ratings has been released earlier this year, listing the best and the worst of America s customer service. Brands and industries that topped the list are the ones that are usually represented by call centers in the Philippines, but among the flunkers are also common clients […]
Negative reviews can impact your online reputation more than you can imagine. That s why most businesses outsource content moderation services to call centers in the Philippines to make sure their social media accounts and websites are free from fake reviews from competing brands and Internet trolls. Since word-of-mouth recommendations are very powerful in influencing […]
There are several best practices that your call center in the Philippines must apply before you can say that your customer service team is winning their game. Certain traits like 24/7 availability through multiple channels indicate your staff s excellence in delivering assistance, but your call center should ace other areas to truly win customer […]
When your customers reach out to your call center in the Philippines to raise their complaints, your customer service representatives are expected to apologize for the inconvenience they are experiencing. Apologizing doesn’t necessarily have to be a sign of guilt or incompetence; it can be a call-handling strategy for appeasing angry customers.
Perhaps every business dreams of having the ability to peer inside the minds of their customers to know what they honestly think about the company s products and services. Finding out if your market loves or loathes your brand is like top feat, as it lets you in on what you need to do to […]