Call centers have become linguistically diverse over the years, but achieving this feat requires great cultural competency. Call centers have evolved into pivotal hubs of interaction, especially now that global customer service has become the norm. The conventional image of call centers as transactional spaces has transformed into a hub of cultural competency. The driving […]
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 […]
Email is preferred by many customers requiring technical support call centers. Such is the case for UK, where customers use this channel over phones to skip call queues or the commonly reported inaccuracy of automated voice recognition systems. To fulfill the needs of these customers, businesses need to ensure that their email support can deliver. […]
The Philippines remains as one of the most attractive locations for call center outsourcing and other offshoring business solutions, according to a recent September report by an independent telecoms firm this September. In a statement, Margaret Goldberg, co-author of the Ovum report, said that, “Following our visit to the country and our on-the-ground research, it […]
Excellent language skills are extremely important in providing Italian technical support and other call center services. Call center firms have better chances of forming partnerships with businesses catering to Italian-speaking customers once they have acquired sufficient talented personnel with the necessary language and cultural capabilities. This language requirement, however, is exactly what hinders Italian businesses […]
Call Center Agents Call Center Industry Customer self-service Customer Support Philippine Outsourcing
Outsourcing call centers go to great lengths to ensure that they can deliver results to impress their clients. Oftentimes, this entails providing a positive workplace for their own workforce. Just like any industry, work in business process outsourcing (BPO) can be stressful, so it is only right for companies in this industry to ensure their […]
Everybody is allowed to make mistakes. When dealing with customers, however, mistakes can be costly. Outsourcing for customer service functions or simply improving how calls are handled by the internal team usually overcomes these. However, even today, customer service blunders are still prevalent. Here are the most common ones:
The Philippines has proven its global competence when it toppled India as the world’s call center destination in 2011. Today, the country aims higher as it targets multilingual call center services as one of its future niches. Multilingual agents in the Philippines There have already been numerous articles expounding the English fluency of the country’s […]
Nowadays, it’s not enough to have a single channel for customer support. Customers are always on the lookout for easier, more convenient ways to reach a company. Employing chat support outsourcing services are therefore becoming a common practice for companies that want to give more options to their customers. Outsourcing not only allows a business […]