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Purpose vs. Function: Why CSRs should know the difference

Every Philippine call center (or perhaps every company there is) orients its newly hired customer service representatives (CSRs) about their function. It’s a part of the process of transitioning the recent hires into fully functional assets of the company. Even during the interview or recruitment stage, CSR hopefuls are given an overview about the duties […]

5 Common call center practices that are bad for customer service

Companies apply best practices to ensure that their every action—between colleagues and in front of customers—lives up to the brand identity they uphold and the benchmarks of the industry where they belong. Best practices are particularly observed in customer service delivery and call center training of outsourcing firms in the Philippines or any top business […]

How should your business handle negative customer feedback?

It s normal for businesses, even established and successful ones, to receive negative customer feedback. Some companies welcome negative comments, while others prevent their customers from voicing them out. It s true that bad reviews can affect how people will view your brand, especially when these are made available on public platforms like social networks […]

5 Questions that only the best CSRs can ace

We’ve already established in a previous blog post that call center recruitment is a customer service function. It needs to apply the same customer-centric practices that agents use so that recruiters can attract potential company assets instead of drive job applicants away. This is why outsourcing firms that provide global clients inbound customer service solutions […]

Customer service call recording: Is it important for your business?

Telephone or call recording has become one of the many standard procedures when it comes to automated call management. It enables a business to monitor calls for quality assurance purposes. But some businesses include this function without having a clear plan on how to use the recordings afterward. Since almost every business does it, then […]

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