Before answering the question, let’s first define MSP. Short for managed services provider, an MSP is a third party contractor that supplies equipment, applications, and services to businesses. MSPs cover a wide range of services, including tech support outsourcing, HR processes, communications, and databases. Companies with largely network-based activities could benefit from an outsourcing partnership […]
Social media marketing will be better than ever in the largest social network today. With Facebook’s newly launched Business Manager, marketers can handle multiple campaigns using one interface.
Aside from greeting and parting with customers using the language they speak, what should a multilingual call center agent do to make the phone conversation go smoothly? There is a universal rule that all contact centers must follow: never be rude. Customer service representatives must always exude courtesy when on the phone with a customer. […]
Philippine call center companies use analytics to anticipate the needs of their customers and keep them happy. From reports on customer reception, employee performance, and even tool effectiveness, they are able to elevate the service they deliver to their market. Call centers use applications to collect, study, and track the information they need in pulsing […]
Self-help options prove to be beneficial to call center operations. They have similar and varying advantages to different types of voice service. Technical support call centers, for example, solve issues such as ticket overflow, communication difficulties, and uneven ticket allotment through self-service solutions. A multilingual call center can also gain these benefits, but more than […]
Almost every call center in the Philippines collects and analyzes customer experiences with brand representatives to meet each customer’s own expectation from the company. In doing so, a call center strengthens customer loyalty and increases market satisfaction. This process is called experience management (CEM). Customer experiences come from interactions with your company—through purchases with your […]
Addressing the need for more secure and favorable working conditions, the Department of Labor and Employment (DOLE) along with the Information Technology-Business Processing Association of the Philippines (IBPAP) will sign a two-year joint action plan and landmark partnership agreement benefiting Philippine call center workers.
Can the statement “consistency is key” still be applied for creating content moderation rules for your website and social media pages? As a website owner, you understand the importance of content moderation in maintaining a safe and engaging online environment for your users. You have likely implemented content moderation rules that align with your guidelines […]
“You should have people skills.” This is a tip that is commonly given to those eyeing an agent position in a customer service outsourcing firm. While this would definitely grant you an edge over other applicants and help recruiters notice you, the term “people skills” is still somewhat too vague to point out the specific […]
