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3 Things that CSRs want IT staff to know

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.

Why performance metrics matter a lot to your customer service

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 […]

Back to basics: The secret behind great customer service

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 […]

How to proactively solicit reviews from satisfied customers

Negative reviews can impact your online reputation more than you can imagine. That s why most businesses outsource content moderation services to call centers in the Philippines to make sure their social media accounts and websites are free from fake reviews from competing brands and Internet trolls. Since word-of-mouth recommendations are very powerful in influencing […]

Call center checklist: 6 signs you win at customer service

There are several best practices that your call center in the Philippines must apply before you can say that your customer service team is winning their game. Certain traits like 24/7 availability through multiple channels indicate your staff s excellence in delivering assistance, but your call center should ace other areas to truly win customer […]

Prevent customers from leaving by going beyond apologizing

When your customers reach out to your call center in the Philippines to raise their complaints, your customer service representatives are expected to apologize for the inconvenience they are experiencing. Apologizing doesn’t necessarily have to be a sign of guilt or incompetence; it can be a call-handling strategy for appeasing angry customers.

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Open Access BPO
Open Access BPO8 hours ago
Planning to set up your own team of #CallCenter agents? Get familiar with these 5 key #hiring strategies before outsourcing your business needs to a #BPO company: https://zcu.io/FHNE

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

When we practice active open-mindedness, we can find common ground despite our differing cultures, languages, ages, races, genders and abilities. We learn to overcome the unconscious bias often deep-rooted in our values and transform these differences into strengths.

#WeSpeakYourLanguage #OACelebratesDiversity #GlobalDiversityAwarenessMonth
Open Access BPO
Open Access BPO4 days ago
User-generated content may provide marketing opportunities, but they can also affect your #brand reputation. Amp up your #ContentMarketing strategy while ensuring those content submissions comply to ownership policies with an expert #ContentModeration team: https://zcu.io/5Arf

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Looking for a #ContentModeration solutions provider? Check out these different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/rIx0

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO5 days ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

#WeSpeakYourLanguage #CustomerSatisfaction #CustServ
Open Access BPO
Open Access BPO6 days ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

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