Angry customers are considered as staple elements in firms that offer inbound customer service solutions, be it in the Philippines or any other top outsourcing destination. No matter how impeccable your company is in producing goods and serving your market, there will always be someone who encounters a problem with your products and contact you […]
If your business uses email as a customer service channel or as one of your outsourced call center support services, you probably send your customers dozens of emails a day. You surely devote a great deal of time to ensuring that the each message’s body is well-put-together, but are you doing the same to the […]
A survey commissioned by Freelancer.co.uk revealed that more and more small businesses in the United Kingdom are turning to outsourcing for the same reasons that entice bigger companies to send out business processes.
As a business that relies on the support received from your customer base, ensuring that your customers remain satisfied and loyal is your main task. Measuring their satisfaction with the use of surveys will always be a strong source of customer feedback that you can use in improving your services. With an effective strategy, your […]
Customer retention seems to have acquired a different meaning in the call center field where it’s generally defined as any activity that a company undertakes to keep customers from leaving. In firms that deliver inbound call center solutions in top outsourcing hubs like the Philippines, retention activities can be as specific as talking customers out […]
In some companies, all customer engagement activities, including those handled by outsourced call center support services, are strategized and managed by the designated Chief Customer Officer. Businesses attest to this role’s contribution to their success. Does this mean that you need to hire one too?
Today’s tech-driven industries have made multi-channeling a must for customer service delivery. This is exactly why web-based tools are indispensible for business process outsourcing (BPO) firms that offer call center support services. Contact centers benefit from non-voice technologies to manage call volume and provide customers convenient points of contact at the same time. But are […]
Aligning customer service and marketing is an often-emphasized move that many businesses swear by as the secret behind success. Any call center that operates inbound customer service in the Philippines is aware of this universal rule, but how exactly does a business process outsourcing (BPO) firm put this into action? These features that you probably […]
Data released by the Philippine Statistics Authority (PSA) revealed that the Philippine government extended more than P100 million to various activities promoting business process outsourcing (BPO), including programming and call center training for Philippine BPO firms. According to the PSA, the BPO industry received a P119.1-million subsidy in 2012. A staggering P118.8 million was awarded […]