Customers have different expectations from the products they use and brands that provide them service. For instance, it would be rational for fast food diners to expect their meals to be served moments after their orders are places. Those who avail the services of a dressmaker, on the other hand, normally wait for their dresses […]
Most Philippine call center companies that provide inbound customer service solutions have additional features that address specific needs of their clients. These features may be included with the service package along with the basic telephone answering task, but some firms allow these to be altered or removed depending on the campaign scale or customer demands.
The Department of Science and Technology (DOST) will be launching a workshop series aiming to equip the rural workforce with skills necessary for the sectors of outsourced IT, back office, and call center solutions in the Philippines. Formerly known as “Socially Responsible Outsourcing,” the program now dubbed as “Rural Impact Sourcing Workshops” will run from […]
Tech support outsourcing companies can provide various types of technical assistance to the users of your products. While firms may offer solutions that are uniquely theirs, there are services that most of them commonly provide. These include:
Average handle time (AHT) is the typical call duration spent by a representative transacting with a customer. Its measure commonly starts from the moment callers reach the line, and it includes escalations, hold time, and post-call processes aside from the actual chat with a call center agent. Several factors determine a call center’s AHT, and […]
Computer repair is perhaps one of the most common duties shouldered by most technical support outsourcing firms nowadays. The personal computer has been a household and office staple for years, but users never seem to cease encountering problems with their PCs whether they have owned their unit for years or have just pulled it out […]
As customer experience management (CEM) is done by studying interactions between customers and brands, companies rely on customer service channels to gather insights that are useful for their service-tailoring endeavors. Most of them primarily monitor call center logs and purchase history to know the pulse of their market and foster loyalty as a result. As […]
CEM, or customer experience management, is defined as the process of collecting and analyzing consumer-brand interactions so that companies can improve their service according to each customer’s expectations.
The decision to avail customer service outsourcing services is a question that even hospitality businesses face. Some may see it as an absurd decision because the kind of services that hotels and restaurants deliver entails physical presence and contact with customers.
