One of the critical elements of customer service is product knowledge. So how can you ensure your team has it in the bag? A well-informed call center team is an invaluable asset. Hence, the call center training process must go beyond routine procedures, placing a strong emphasis on comprehensive product knowledge. A robust product knowledge, […]
If you run a business, you’re probably aware that the holidays start early in the trade, especially for people under customer service outsourcing. It’s only halfway through August, but it’s already high time for retailers and service providers to amp up their strategies, facilities, and workforce for the coming Halloween, Thanksgiving, Christmas, New Year, and […]
Continuous training and coaching are some of the essential quality assurance strategies you can use to make sure your customer support agents are doing their optimum best. Even when outsourcing to a call center in the Philippines, agent evaluation is always reinforced by thorough coaching to make sure the call center agents’ performance will improve.
Customer service is one business function that requires a lot of hard work and strategic thinking for it to become exceptional. But no matter how hard you or your outsourced call center in the Philippines try, mistakes will always come. Even if you rigorously train your customer service representatives every now and then, they will […]
Damage control means it’s already too late. Anticipating customer issues should be your brand’s primary customer experience strategy. Staying ahead of your competitors also means staying ahead of the problems that could affect your brand. While taking control of everything is impossible, anticipating customer issues works just as well. There are many ways to achieve […]
Slow customer service is a business killer. How many times have this been emphasized to customer service representatives—whether in-house or outsourced to a call center in the Philippines—to make sure that they attend to people with promptness? This is because your company can incur financial losses if you waste or devalue your customers’ time.
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 […]