Does every call center in the Philippines pass call quality standards?

Does every call center in the Philippines pass call quality standards?

OAMPI Admin
January 13, 2014

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It is a must for ever call center in the Philippines to adhere to international laws and standards to guarantee that calls are delivered with quality and with consideration of the rights and convenience of the parties at both ends of the line.

Technologies for courteous and productive outbound calls

For call centers that provide telemarketing services, automatic telephone dialing systems (ATDS) or “robo-calling” is only used if the recipient granted the call centers consent to do so. They also make it a point to be updated about FCC rules on information disclosure, call scheduling, and blocked lists to avoid violating the rights of the call recipients.

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In addition, most outbound call centers invest in predictive dialing software to increase call productivity. This technology estimates the frequency of calls, dials a list of phone numbers, and then connects answered calls to your sales agents, thus lowering their downtime.

Workstation essentials

Online outsourcing portal Call Center Helper lists technology as one of the key operation components of a typical call center, and the Philippines’ outsourcing industry also sees this as a critical function in their contact center operations.
These are the ideal qualities of basic call handling and management tools that Philippine call centers use to ensure the agents’ efficiency:

  1. Good quality headset

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    Choosing the right headset for your call center should depend on the technical setup in your workplace. Teams using a softphone application on their computers will need compatible headsets with either USB or 3.5mm audio ports, while those using physical phone units must, of course, require headsets with the matching connectors. In either case, the headsets you provide your agents should be comfortable to wear and produce high quality audios. If you have the budget, you can also splurge on units with noise reducing features, which will prove valuable in a call center’s noisy environment.

  2. Ergonomic keyboard and mouse

    As agents spend their entire shift using a computer, their keyboards should be designed to minimize repetitive motions and therefore prevent injuries, such as carpal tunnel syndrome, in the long run.

  3. Comfortable chairs

    The chair must have an ergonomic design to promote good posture and health. It should give your employees enough room to move and work comfortably. Additionally, it should not come in the way of other equipment. Otherwise, the distraction and discomfort it gives will steal the call center agents’ focus from their tasks.

  4. LCD monitors

    Compared to plasma and the outdated CRT computer monitors, LCDs consume less power, and they are easy on the eyes. Make sure that the monitor is large enough to display your customers’ information, as skimming between multiple screens can confuse your agents and lengthen call time.

If you are planning to outsource call center services to the Philippines, partner with an outsourcing firm that meets the international standards and uses the advisable equipment mentioned above. In doing so, you can be assured that your customers have a clear and pleasant call experience each time they transact with your representatives.

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