How can Philippine call centers be more data-driven?

Faith Ocampo Published on February 19, 2016

Asian-call-center-agent-with-scribbles1

In order to create more knowledge-based jobs, the Philippine call centers must embrace the big data revolution.

The emergence of big data is supposed to help brand managers enhance the customer experience in innovative ways. For instance, the potential of a single piece of research when applied to the customer service sector is practically limitless.
But most call centers underutilize data, and they often do so without blatantly intending to. It s either because senior managers have yet to fully grasp the potential of data analytics or many business process outsourcing (BPO) professionals are still trying to catch up in terms of know-how.
For Philippine call centers, rising up to these challenges is a must, as industry experts are pushing the country to move up the BPO value chain. There s an urgent call for the entire Philippine BPO sector to create more knowledge-based jobs and the key is to build an organizational culture with a strong affinity to all forms of data.
As culture building is a never-ending process, it all comes down to commitment. Managers must commit to a certain way of doing things and encourage employees to pick up on these habits until they re deeply ingrained into the organization s culture.

1. A shift in call center training

asian-corporate-team-in-training

To leverage big data, the approach must be one that includes everyone—including new hires—in the process. For most call centers, training would be the starting point.

It s crucial to design your training programs in a way that allows agents to exercise critical thinking. Although customer service is often perceived as a repetitive job, handling big data and making decisions from it are simply unavoidable in this line of work.

Rather than prescribing protocols or using scripts to orchestrate entire transactions, agents must be independent and skilled enough to personalize the way they solve a customer s problems.

 

2. Data exposure

female-employee-writing-on-charts-reports

Making information accessible among your employees can indeed be risky. But although security can be an issue here, data access is also a great means of promoting transparency. You may need to regulate the volume and types of data that other departments can get their hands on, but the idea is to encourage them to be involved in what s happening within the company.

This way, you can build an organization that values the inputs of all its members. Including everyone in the decision making process facilitates team work and heightens employees familiarity with how data is being used to achieve business goals.

 

3. Academe-industry integration

young-asian-college-students-writing-notes

One of the primary barriers that Philippine call centers have to continuously overcome is job-skills mismatch. To bridge this gap, academic institutions must shift their focus toward tech fields. Industry experts must also communicate their goals with education leaders who have the power to shape the skills of budding professionals.

It s not enough to produce graduates qualified for call center services. The ideal member of the outsourcing workforce thrives independently and can adapt to the dynamic nature of tech-driven industries.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 6 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 7 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO 7 days ago
This expansion is a strategic move that signifies a major milestone in 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢's continuous growth and dedication to serving its expanding international clientele.

It enhances the company's capacity to manage additional programs, grow its teams, and create job opportunities for Davao-based

more via KRON 4 News
https://buff.ly/3sVKUD7
Open Access BPO 8 days ago
𝐀𝐫𝐞 𝐡𝐮𝐦𝐚𝐧 𝐜𝐨𝐧𝐭𝐞𝐧𝐭 𝐦𝐨𝐝𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐬𝐭𝐢𝐥𝐥 𝐧𝐞𝐜𝐞𝐬𝐬𝐚𝐫𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐦𝐢𝐝𝐬𝐭 𝐨𝐟 𝐚𝐥𝐠𝐨𝐫𝐢𝐭𝐡𝐦-𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐝𝐢𝐠𝐢𝐭𝐚𝐥 #𝐂𝐨𝐧𝐭𝐞𝐧𝐭𝐌𝐨𝐝𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨𝐨𝐥𝐬.

It's humans vs algorithm in this blog post! Read all about it now: https://buff.ly/3uybgeN

----------
Outsource content moderation and other business or knowledge process needs: buff.ly/3sJxKJl

#WeSpeakYourLanguage
Open Access BPO 8 days ago
#CallCenter Team Leaders drive progress and ensure exceptional #CustomerExperience.

Want to unlock the secrets to becoming an extraordinary leader for your team?

Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/3G7P2Dc

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: https://buff.ly/47MoEKX

#WeSpeakYourLanguage
Open Access BPO