How can a Philippine call center tell if customers are happy or not?

Julie Pearl Published on January 14, 2014

Philippine-call-center
Every Philippine call center makes use of customer feedback in order to measure the effectiveness of their customer service initiatives. The comments highlighted on these feedback forms are considered as a quick alternative to commissioned market researches. With these, business process outsourcing (BPO) companies are able to improve their strategies, keep their consumers happy, and grow their customers.

Through each call that contact centers make or receive, they are able to gauge how the market receives the products and the company that they represent. The purpose of the call, the tone of the conversation, and the data gathered from various customer service channels can help determine whether your customer is happy or not.

Philippine-call-center--

Signs of customer satisfaction

A satisfied customer will likely recommend your brand to four or six other people, and if the referral is convincing, they will consequently try your product and end up as new customers.

How can your call center representatives tell whether the new customer’s purchases are influence by an existing customer’s referral? One way is to offer rewards or discounts to the referrer or to the customer who made the switch. Doing so is like hitting two birds with one stoneโ€”your customer service team will be able to keep track of referrals and simultaneously boost customer loyalty.

Speaking of loyalty, another sign of customer satisfaction is repeat sales. Surely, a customer would not do business with you again if his last call center transaction was unpleasant. This is where automation proves its efficiency in call center operations, as software packages for recording and retrieving customer information help in tallying repeat sales among other statistics.

The definition of a dissatisfied customer

An angry customer is not necessarily a dissatisfied customer, but both can be bad for business. People become dissatisfied when you fail to provide a service the way they wanted. They may be annoyed or frustrated, but they are not quite angry.
Salesforce found out through a survey that only less than 25% of customers take their complaints to call centers while 70% to 90% keep their dissatisfaction to themselves. This is why you should be alarmed if you get few negative feedback, as this most probably hints of customer service failure.

Angry customers, on the other hand, tend to let a lot of other people know about their unsatisfying customer experience. They can discourage others from supporting your brand, as negative word of mouth spreads faster and wider than praises.
To keep negative impressions from causing a dent on your company’s reputation, your customer support team should monitor consumer activities beyond the phone lines. Having your team keep track of impressions on multiple channels, or take advantage of social media tools’ advanced searching and tracking capabilities, can give you an idea of how well or how bad your brand reception is.

The conclusion

A Philippine call center measures the satisfaction of customers through various data collection methods, but the behavior of the customers can be enough to tell whether they are happy or not. Regardless of how customer happiness is measured, feedback should be regularly gathered to help you refine your customer support initiatives, and keep your business afloat.

OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
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๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ฃ๐—ฟ๐—ถ๐—ผ๐—ฟ๐—ถ๐˜๐—ถ๐˜‡๐—ฒ๐˜€ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ ๐—ช๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐˜„๐—ถ๐˜๐—ต ๐—ก๐—ฒ๐˜„ ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—œ๐—ป๐—ถ๐˜๐—ถ๐—ฎ๐˜๐—ถ๐˜ƒ๐—ฒ

Multilingual call center ๐Ž๐ฉ๐ž๐ง ๐€๐œ๐œ๐ž๐ฌ๐ฌ ๐๐๐Ž has launched its largest employee wellness program, ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for ๐’๐˜‚๐˜€๐˜๐—ฎ๐—ถ๐—ป๐—ฎ๐—ฏ๐—น๐—ฒ ๐‡๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐—ฎ๐—ป๐—ฑ ๐ˆ๐—ป๐˜๐—ฒ๐—ด๐—ฟ๐—ฎ๐˜๐—ฒ๐—ฑ ๐…๐—ถ๐˜๐—ป๐—ฒ๐˜€๐˜€ ๐“๐—ฟ๐—ฎ๐—ป๐˜€๐—ณ๐—ผ๐—ฟ๐—บ๐—ฎ๐˜๐—ถ๐—ผ๐—ป, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

#WeSpeakYourLanguage
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Open Access BPO 22 hours ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proudโ€”
โ€ข of their work, and
โ€ข of the company that trusts them to do it.

๐—ฆ๐—ถ๐—บ๐—ฝ๐—น๐˜† ๐—ฝ๐˜‚๐˜, ๐—ถ๐˜'๐˜€ ๐—ฎ๐—น๐—น ๐—ฎ๐—ฏ๐—ผ๐˜‚๐˜ ๐˜๐—ฎ๐—ธ๐—ถ๐—ป๐—ด ๐—ฐ๐—ฎ๐—ฟ๐—ฒ ๐—ผ๐—ณ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฒ๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€.
Here are some reasons why you should improve the #EmployeeExperience:
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Great #CustomerSupport starts with a great team.
Learn how our services can help you create an exceptional agent experience, and in turn, a better experience for your customers.

Get access to empowered customer service experts to frontline your programs: https://buff.ly/n3TzYaF

#WeSpeakYourLanguage
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Open Access BPO 10 days ago
Driving excellent #CustomerExperience hinges on the diverse perspectives within your team.

Cultivating a culturally competent environment not only enriches your workforce but directly translates to superior service for a global customer base.

Join us as we discuss how #diversity elevates #CX!
Dive deeper into our insights and share your thoughts: https://buff.ly/fqcGUQK

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Open Access BPO 10 days ago
Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

In fact, it can be an opportunity to learn and grow, and to come back stronger than ever.

๐†๐ž๐ญ๐ญ๐ข๐ง๐  ๐š ๐›๐š๐ ๐ฉ๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐š๐ง๐œ๐ž ๐ซ๐ž๐ฏ๐ข๐ž๐ฐ ๐œ๐š๐ง ๐›๐ž ๐ญ๐จ๐ฎ๐ ๐ก, ๐›๐ฎ๐ญ ๐ข๐ญ ๐๐จ๐ž๐ฌ๐ง'๐ญ ๐ก๐š๐ฏ๐ž ๐ญ๐จ ๐›๐ž ๐ญ๐ก๐ž ๐ž๐ง๐ ๐จ๐Ÿ ๐ญ๐ก๐ž ๐ฐ๐จ๐ซ๐ฅ๐.

๐ˆ๐ง ๐Ÿ๐š๐œ๐ญ, ๐ข๐ญ ๐œ๐š๐ง ๐›๐ž ๐š๐ง ๐จ๐ฉ๐ฉ๐จ๐ซ๐ญ๐ฎ๐ง๐ข๐ญ๐ฒ ๐ญ๐จ ๐ฅ๐ž๐š๐ซ๐ง ๐š๐ง๐ ๐ ๐ซ๐จ๐ฐ, ๐š๐ง๐ ๐ญ๐จ ๐œ๐จ๐ฆ๐ž ๐›๐š๐œ๐ค ๐ฌ๐ญ๐ซ๐จ๐ง๐ ๐ž๐ซ ๐ญ๐ก๐š๐ง ๐ž๐ฏ๐ž๐ซ.

Read our blog post right now: https://buff.ly/hiAUi78
And let's explore:
โ€ข the importance of recovering from a bad performance review;
โ€ข the causes of performance failures; and
โ€ข how to determine the best course of action to address these challenges

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Find out how Open Access BPO's 24/7 multichannel services (in 30+ languages) can upgrade your #CX, strengthen brand loyalty, and drive business growth: https://buff.ly/cltoadZ

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerExperience #CSat
Open Access BPO 13 days ago
Open Access BPO's recent ๐๐ซ๐ข๐๐ž ๐–๐ž๐ž๐ค ๐Ÿ๐ŸŽ๐Ÿ๐Ÿ“ showcased our unwavering commitment to #diversity, #equity, and #inclusion. This inaugural event united our teams in Makati and Davao to celebrate the LGBTQIA+ community and support meaningful causes.

๐˜™๐˜ฆ๐˜ข๐˜ฅ ๐˜ข๐˜ฃ๐˜ฐ๐˜ถ๐˜ต ๐˜ต๐˜ฉ๐˜ฆ ๐˜ง๐˜ถ๐˜ฏ ๐˜ข๐˜ค๐˜ต๐˜ช๐˜ท๐˜ช๐˜ต๐˜ช๐˜ฆ๐˜ด ๐˜ข๐˜ฏ๐˜ฅ ๐˜ต๐˜ฉ๐˜ฆ ๐˜ฐ๐˜ถ๐˜ต๐˜ณ๐˜ฆ๐˜ข๐˜ค๐˜ฉ ๐˜ช๐˜ฏ๐˜ช๐˜ต๐˜ช๐˜ข๐˜ต๐˜ช๐˜ท๐˜ฆ ๐˜ฃ๐˜ฐ๐˜ณ๐˜ฏ๐˜ฆ ๐˜ฐ๐˜ถ๐˜ต ๐˜ฐ๐˜ง ๐˜ฐ๐˜ถ๐˜ณ ๐˜ช๐˜ฏ๐˜ข๐˜ถ๐˜จ๐˜ถ๐˜ณ๐˜ข๐˜ญ ๐˜ธ๐˜ฆ๐˜ฆ๐˜ฌ-๐˜ญ๐˜ฐ๐˜ฏ๐˜จ ๐˜—๐˜ณ๐˜ช๐˜ฅ๐˜ฆ ๐˜ค๐˜ฆ๐˜ญ๐˜ฆ๐˜ฃ๐˜ณ๐˜ข๐˜ต๐˜ช๐˜ฐ๐˜ฏ: https://buff.ly/nmRUrVg

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#PrideMonth #Pride2025 #UnitedByLove
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Open Access BPO 27 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—Ÿ๐—ฎ๐˜‚๐—ป๐—ฐ๐—ต๐—ฒ๐˜€ ๐—ฆ๐—›๐—œ๐—™๐—ง ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ ๐—ณ๐—ผ๐—ฟ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€

Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
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#WellbeingAtWork