Customer service on social media is a challenge, but it’s also an opportunity to turn upset customers into loyal fans. Social media has become an essential tool for promoting businesses, engaging with customers, getting consumers insights, and creating exceptional customer experiences. By responding to customer inquiries and complaints on social media, businesses can quickly resolve […]
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 […]
If a call center wants to give customers a positive experience, it should first start by developing its own work culture positively. One vital element that can shape the customer experience is the work culture within a call center. The way employees are trained, empowered, and motivated directly influences how they interact with customers and […]
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 […]
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 […]
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 […]
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 […]
Sales is one of the most important functions of a company, mainly because it takes care of the money inflow that fuels the whole business’ operations. It’s the same reason behind many companies’ decision to outsource sales to call center supports service firms—they want to get this function right to stabilize their profit-generating activities. Despite […]
Companies spend a lot of money on advertising campaigns annually in the hope of making their brands known. Sure, advertising is a must for every business aiming to widen the scope of its market base, but does the goal of getting your name out there triumph over the task of ensuring quality customer experience? The […]
