In the call center industry, technology dictates reliability. Will 24/7 call center technology do the trick? Your ability to provide round-the-clock support and exceptional customer experiences directly impacts your company’s reputation and success. These days, customers expect seamless interactions, personalized solutions, and swift resolutions to their queries. This is where 24/7 call center technology comes […]
First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers. Customers naturally want their issues to be resolved quickly in one call. 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 is one […]
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 […]
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 […]