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

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

OABPO Blog Team Published on January 13, 2014

-call-center-in-the-Philippines
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.

-call-center-in-the-Philippines-

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

    -call-center-in-the-Philippines--

    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.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO14 hours ago
With the #ecommerce holiday shopping rush comes the armies of customers with their purchases and inquiries.
In the middle of all this, your brand needs to make both them and your team happy.

Here's how you can strike the right balance between ๐—น๐—ฒ๐˜๐˜๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐˜๐—ฒ๐—ฎ๐—บ ๐—ฒ๐—ป๐—ท๐—ผ๐˜† ๐˜๐—ต๐—ฒ ๐—ต๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜†๐˜€ and ๐˜€๐—ฒ๐—ฟ๐˜ƒ๐—ถ๐—ป๐—ด ๐˜†๐—ผ๐˜‚๐—ฟ ๐—บ๐—ผ๐˜€๐˜ ๐—น๐—ผ๐˜†๐—ฎ๐—น ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€: https://buff.ly/3ur1Q1o

----------
Ensure your customers' needs are met with a trusted #CustomerService expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
CustomerService #CustomerExperience
Open Access BPO
Open Access BPO14 hours ago
Failing to meet customer expectations may be your goal, but there are unforeseen and unavoidable instances that cause you to fail.

Here are 4 basic steps of a business #CustomerSupport strategy when facing mishaps: https://buff.ly/3iDVQQr

----------
Start your journey to a better #CX with a #CusomerExperience expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO3 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
โ€ข How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

โ€ข Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

โ€ข UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

โ€ข 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

โ€ข 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

โ€ข How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

โ€ข Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO1 week ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happyโ€”and keeping them that wayโ€”has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO