The property sector—supported by growing BPO demands and infrastructure development—is playing a significant role in boosting the Philippine economy. How can foreign investors make the most of this opportunity? The Philippine Statistics Authority revealed that the Philippines’ gross domestic product (GDP) grew by 6.6% in Q4 2016, driving the national GDP growth to 6.8% for […]
Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this guide is for you. As more and more brands come to realize just how crucial the customer experience is, many of them have begun to […]
Of course, call center leaders want only the best talents for their team, but the best talents are also looking for the best experiences from their prospective workplace. There’s a big difference between high-performing, career-minded employees and those who only work for a paycheck. Naturally, you want top-quality candidates for your outsourcing company—those who can […]
All over the world, businesses are operating in a landscape where everything is changing fast, thanks to technology. Let’s look at how the world’s outsourcing capital, the Philippines, is adapting to this dynamic environment. The Philippines is no stranger to successive tech trends and innovations, all of which are reshaping its business landscape. There’s the […]
Even if it’s just for a few moments, customer care gestures need to be taken seriously. Here are some tips you can follow. Establishing pleasant client relationships requires an understanding of what truly constitutes exceptional customer care. Generally, it involves a deliberate focus on customer service gestures that suit clients in every way. These gestures […]
Content marketing can help call centers raise brand awareness, establish a credible image, and build new connections with prospective clients. Delivering high-quality content for your target audience must be one of your digital marketing goals. This is especially critical for B2B firms like call centers. Great content can give your organization a competitive edge and […]
Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. As a business owner or manager, you understand the importance of delivering exceptional […]
How well can your call center agents handle conflicts with customers? Conflicts are unavoidable during customer service interactions. Agents may encounter irate and frustrated customers, or they may run into unreasonable complaints and requests. In these cases, they must be able to communicate clearly with customers so they can reach a common understanding.
As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance. Documenting, categorizing, and managing your staff’s skills are highly abstract and complex human resource processes. So it’s not surprising that many companies skip these activities. When done correctly, however, they can be beneficial […]