How Philippine call centers should manage employees

How Philippine call centers should manage employees

September 30, 2013
Philippine-call-centers-

One of the reasons companies bank on Philippine call centers is the Filipinos’ widely known cultural affinity with the West. While this is generally true, Filipino employees still have cultural peculiarities and value that company’s management teams need to be aware of and understand to optimize their workforce’s capability and productivity.

What are the things a call center company should be aware of when managing its local call center agents?

Confrontations

As noted in Kwintessential, Filipinos generally avoid confrontation. It’s often difficult for them to say “no” upfront and may resort to vague answers. This is also evident in the workplace.

A company’s management should know how to probe its agents, to know whether they have completely understood processes or have any problems that they are stuck on. This also applies when implementing changes, such as shifts in schedule. Agents in Philippine call centers are more likely to open up to fellow Filipinos in the upper management, so foreign superiors should acquire their help to easily learn about any existing issues or concerns.

Formality

It is often noted how Filipinos are one of the most friendly people in the world. The Northern Illinois University observes that this applies to foreigners as well. Filipinos are willing to learn about other cultures, making it easy for foreigners, local and abroad, to work with them.

Though this is a common trait, it is advised that those in the management to avoid going overboard when being friendly with the employees. That is, they should remain approachable but still retain an authority image to preserve respect.

Incentives

Financial incentives are strong motivators to work harder, but they should be given out with caution. Call centers should review the merits of an incentive program and assess possible unintentional consequences. Generally, incentives that promote social interactions work well for Filipino employees. This is why a lot of call center companies in the country reward their employees with pizza parties or team out-of-town trips. Filipinos love to socialize, and companies that promote this often have happier employees.

There are many other differences in managing Philippine call center agents aside from these three. While management of Filipino agents shouldn’t be more difficult than that of onshore employees, a company should still be aware of how these differences can affect performance. Those who are newcomers to the scene can benefit from consulting with Filipino leaders as they are the ones who know local employees well.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO3 days ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO4 days ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO5 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO6 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO7 days ago
The growing number of #CustomerService cases resolved via #SocialMedia proves that the Internet has become the go-to channel for new generation consumers. Here's how you can supercharge your brand's social media customer support: https://zcu.io/wzqS

#WeSpeakYourLanguage