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

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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

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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

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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.

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#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

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#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
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• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

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Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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