The Philippines is confident that its six-year revenues (from 2010 to 2016) can amount to $25 billion, thus fulfilling the goals stated in its industry roadmap. The Philippines information technology and business process management (IT-BPM) industry is on its way to hitting $3 billion in revenues by the end of 2016, says the Information Technology […]
If you’re looking for a job, why not try the outsourcing sector? Philippine call centers are offering up to 1.2M jobs, says DOLE. The Philippines Department of Labor and Employment (DOLE) is encouraging fresh graduates, former overseas Filipino workers (OFWs), and other skilled professionals to join the information technology-business process management (IT-BPM) sector. Currently, the […]
If you want more revenues, you should start treating your customers in a friendlier manner. These numbers say so. Call centers often use techniques that save money and increase their efficiency in terms of the number of customers they accommodate. Yet in the mission to cut costs, many of them unconsciously impede potential sales even […]
Every brand’s mission is to provide luxury customer service to their customers, and call centers are coming to their aid. When you hear the word luxury, you may instantly conjure images of the poshest hotels or high-end sports cars. But such indulgences aren’t exclusively for the hospitality and automobile industries. Even retail businesses, restaurants, and […]
Call centers bridge disjunct customer journeys and facilitate touchpoint transitions. And if that s not enough, they turn disappointed customers into happy ones. Too often, call centers are considered part of the logistics of a business instead of a central component of company branding. Many retailers are unfortunately stuck with the idea that the customer […]
Social customer service channels can generate positive responses from your customers, so every brand manager must know how to properly handle them. Social media websites are great for sparking brand conversations, primarily because it’s a place where people do nothing but talk or share something with one another. Although social customer service channels offer advantageous […]
Speed is not a one-dimensional call center requirement. It’s deep-seated within a brand’s customer service strategies, policies, and the customer journey. Customers today are so used to everything being handed to them fast, thanks to the Internet and the explosive proliferation of the smartphone. They modeled this standard from the convenience provided by vending machines, […]
Social media marketing will only work if you re doing it right. If building an online following is a massive challenge, gaining back the audience you lost—meaning, your “un-followers”—is an even bigger trouble. Social media marketing becomes instantly useless if people keep unfollowing you, and that s why most marketers hold a grudge against this […]
Attrition is every call center s problem, yet so few of them are doing something about it. High attrition rates in call centers put a strain on all aspects of management. One employee walking out the door can trigger a long chain of resignations or completely mess up the way a team would execute its […]
