Since the 1990s, many companies have been outsourcing their customer service functions instead of keeping an in-house department. There are many reasons for this, but it’s safe to say that one of the most important reasons is cost savings: having an outsourced team of customer service representatives is considerably less expensive than operating in-house. How […]
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 […]
From startups and small businesses to Fortune 500 industry giants, corporations around the world are tapping offshore locations to take advantage of the many benefits of outsourcing. One of these includes saving businesses money. Doing away with additional expenses Due to differences in currency, prime outsourcing locations offer cheaper wages to their employees. However, […]
As technology marches on, it’s vital for 24/7 call center companies to keep updated with the latest practices and solutions in the outsourcing industry. Implementing new and upcoming technology solutions can prove to be highly beneficial in smoothing any existing kinks and improving processes.
First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers. Customers naturally like their issues to be resolved quickly in one call. In fact, it’s often a frustrating experience to have to call back for the same issue and repeat the details to a different person from another department. FCR […]
As technology changes, so does inbound customer service. Whereas in the old times, customers need to talk face-to-face with a shopkeeper, today, all it takes to connect with a company is to pick up the phone or access the Internet. According to Business2Community, companies need to keep up with current trends and train their staff […]
Brain drain used to be a major government concern, with many Filipino professionals leaving the country for more lucrative work abroad. However, foreign companies that outsource to the Philippines are now providing competitive opportunities that are attracting these overseas Filipino workers back to the country. In a recent session with reporters, the Information Technology and […]
While language is business for call center companies offering multilingual services, it’s not the sole determinant for success. These companies also need to show deep cultural understanding to effectively reach out to a diverse market. Importance of culture to multilingual services Customers in different locations are separated by both a common tongue, and cultural background. […]
There is an endless list of dos and don ts in customer service outsourcing. It’s a favorite topic among business magazines and news portals, and related modern-day fiascos by companies are immediately discussed on social media sites. The truth is that everything about customer service can be summed up with the widely known concept of […]
