There are many reasons why customers get angry and vent out their frustrations. The representatives from your call center in the Philippines must know how to calm them down and offer the right kind of assistance. That’s why it’s important to integrate effective listening drills and activities into your training program and make sure the […]
A survey conducted by professional services firm Towers Watson revealed that salaries in Asia are expected to rise in 2015, with the Philippines expecting 7% growth following the employment boost brought by Philippine call centers.
Philippine call centers have been adapting web-based tools and using them as non-voice customer service channels in order to keep up with growing customer demands. Aside from the phone, it s now typical for contact centers to welcome and address queries via email, live chat, social media, SMS, and even mobile apps.
Having a social media arm for extending customer support is becoming more essential for call centers in the Philippines now that modern consumers are becoming more dependent and attached to their mobile devices. Although the phone remains to be a focal contact channel for reaching businesses, web-based platforms, particularly social networks, are gradually turning into […]
When we mentioned in a previous blog post that every Philippine call center must ace customer service because it impacts sales, we meant incorporating customer service values in all sales and marketing activities you carry out. A sense of customer service must be present in every profit-generating initiative. You must display a genuine intent to […]
Social media has immensely benefited startups and small businesses all over the world by giving them a special leverage to gain prominence and foster customer relationships. Brands are no longer limited to offering customer service through traditional means such as partnering with an outsourced call center in the Philippines. This multi-channel approach enables business owners […]
If there’s a saying that every call center in the Philippines should have its employees take to heart, it should be the one from renowned Swedish businessman, Jan Carlzon. In his wise words, the former CEO of business analytics and intelligence company SAS summed up why every role in a company impacts customer satisfaction.
There are many reasons why your call center in the Philippines is obsessed with monitoring performance metrics and sending you hourly, daily, or weekly reports. It helps managers assess your workforce’s productivity and provide immediate attention to the weak points that your agents may be showing. But did you know that call center metrics are […]
Philippine call centers, take note: the Temkin Customer Service Ratings has been released earlier this year, listing the best and the worst of America s customer service. Brands and industries that topped the list are the ones that are usually represented by call centers in the Philippines, but among the flunkers are also common clients […]
