Every contact center in the Philippines use quality assurance (QA) methods to ensure that the services they deliver are of top caliber. The methods can vary from firm to firm, and each company may develop a QA strategy that’s unique to their clients, business model, or approach. There are, however, time-tested methods that any call […]

When you take customer engagement to social media, you probably have one aim in mind: to get your posts shared. It s the purpose of most social networks in the first place, and social sharing is also what makes brands thrive online. The more people share your posts, the better exposure you get from the […]

It s common for some firms offering call center outsourcing services to tie customer retention to employee performance. Does this practice really help boost loyalty, or can it cause serious detriments in the long run? You’ve probably heard of the latest viral example of how customer service should never be done. In case you missed […]

It seems that almost every type of business today avails call center outsourcing services not just to cut costs but also to streamline their operations. Industries that commonly outsource voice solutions are those that thrive on the satisfaction of their massive consumer base—companies under the retail, finance, and telecommunications trades. Like these businesses, social and […]

If there’s anything customers hate the most about getting in touch with a phone representative, it’s being put on hold. Various studies and surveys have already provided proof of how the phrase “please hold” could send customer satisfaction levels down and the callers’ temper up. This can even affect the abandonment rate of calls, according […]

Every contact center in the Philippines needs quality assurance not just for employee performance, but also for separating excellent hires from unqualified candidates. For recruiters to execute this role fully, they need to apply customer service principles in their hiring practice.