How a call center in the Philippines manages customer experience

How a call center in the Philippines manages customer experience

OABPO Blog Team Published on April 25, 2014

male-call-center-agent-offers-to-hand-shake
Almost every call center in the Philippines collects and analyzes customer experiences with brand representatives to meet each customer’s own expectation from the company. In doing so, a call center strengthens customer loyalty and increases market satisfaction. This process is called experience management (CEM).

Customer experiences come from interactions with your company—through purchases with your salespeople, service requests sent to voice agents, and even queries answered via non-voice and social media platforms. From the information gathered through these channels, companies follow these three steps to get CEM right:

• Create complete customer profiles

call-center-male-agent-with-binocular

The first step in delivering a satisfying customer experience is knowing your consumers and understanding their needs. That’s why call centers must have a complete profile of each person they transact with; and by complete, it means more than just getting the name, contact details, and call log. The customers’ preferences, behaviors, responses, and any bit of information that could shape their expected level of service must be analyzed as well.

• Personalize interactions

Once you have a deep understanding of your customers, your call center can now use the knowledge to personalize individual transactions and engagements depending on the customer’s profile. The call center representative will be able to sense when clients are most receptive and weave messages that fit their preferences. Having this familiarity with the customer, the agent’s offer will not just be relevant but also most likely be accepted.

• Know what to do during the right stages of the transaction

hands-with-icons-of-agents

Every transaction is an opportunity to gather more customer information and improve the service from the last interaction. The agents, however, should know the right time and approach to use to make the data-gathering and improvement efforts successful. For instance, new customers may not be interested in additional recommendations yet, so they should be oriented about the products first. They should be profiled at this early stage of the business relationship.

More of the experience improvement and tie-strengthening efforts should be done in the succeeding interactions to strengthen business-consumer ties.

Any call center, be it in the Philippines or other top outsourcing destinations, will be able to know its customers beyond the surface if equipped with a precise CEM plan. More than knowledge, call centers must use understanding to meet expectations, drive satisfaction, and boost loyalty.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your staffing, training, quality assurance, and service/people management.

They're more diagnostic than curative: https://buff.ly/42DcwtH

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
You can think of #ContentModeration as the police guarding your online presence, be it on your website or #SocialMedia pages.
𝗕𝘂𝘁 𝘄𝗵𝗮𝘁 𝗶𝘀 𝗶𝘁 𝗿𝗲𝗮𝗹𝗹𝘆 𝗹𝗶𝗸𝗲 𝘁𝗼 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗲 𝘄𝗲𝗯 𝗰𝗼𝗻𝘁𝗲𝗻𝘁?

Find out by reading our blog: https://buff.ly/3ngOFjg

----------
Entrust your content moderation needs only to a trusted expert: https://buff.ly/40aOVin

#WeSpeakYourLanguage
#SocialMediaModeration
Open Access BPO
Open Access BPO3 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3JXTZkw

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO4 days ago
𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗵𝗲𝗮𝘃𝗶𝗹𝘆 𝗮𝗳𝗳𝗲𝗰𝘁𝘀 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Hire the right #CustomerSupport specialists and you can ensure excellent #CSAT.
Neglect #recruitment, and you risk losing your customers' trust.

• 𝐇𝐨𝐰 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐇𝐢𝐫𝐞𝐬 𝐒𝐭𝐞𝐥𝐥𝐚𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐯𝐞𝐬
https://buff.ly/3ZbMj2y

• 𝟓 𝐂𝐫𝐞𝐚𝐭𝐢𝐯𝐞 𝐑𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 𝐭𝐨 𝐅𝐢𝐧𝐝 𝐆𝐫𝐞𝐚𝐭 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐠𝐞𝐧𝐭𝐬
https://buff.ly/3na1uvR

• 𝐆𝐞𝐧 𝐙: 𝐓𝐡𝐞 𝐍𝐞𝐰 𝐖𝐨𝐫𝐤𝐟𝐨𝐫𝐜𝐞 𝐀𝐰𝐚𝐤𝐞𝐧𝐬 𝐟𝐨𝐫 𝐁𝐏𝐎𝐬 𝐚𝐧𝐝 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫𝐬
https://buff.ly/3Z9Rq3j

• 𝐇𝐨𝐰 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐬 𝐈𝐭𝐬 𝐏𝐫𝐨𝐠𝐫𝐚𝐦𝐬
https://buff.ly/3Z6tWfm

----------
Let us build your #CustomerService team and give your customers an unforgetable CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
𝗔𝗱𝗱𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗺𝗲𝗮𝗻𝘀 𝗴𝗼𝗶𝗻𝗴 𝘁𝗵𝗲 𝗲𝘅𝘁𝗿𝗮 𝗺𝗶𝗹𝗲 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿𝘀.
And the first step in providing value-added #CustomerSupport is knowing what's important to them.

Here are 5 ways you can make #CustomerExperience services extra special for both old and new customers: https://buff.ly/3LDfBnG

----------
Outsource now to give your customer the best brand experience possible: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO
Open Access BPO4 days ago
To consumers, technical support agents play the role of digital first responders, saving the day when users encounter tricky technical problems on the device or software they're using.

Provide excellent #CustomerExperience and improve customer relationships by hiring #TechSupport Agents with these competencies: https://buff.ly/40nMUPJ

----------
Our stringent hiring & training practices ensure high quality #CustomerService for our customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenter #TechSupport
Open Access BPO