Philippine call centers can make your customers listen

Philippine call centers can make your customers listen

Faith Ocampo Published on April 9, 2016Last updated on February 17, 2021

Customers don’t want robotic, overly formal customer service. They want conversations—real, humanized conversations.

As customers are becoming smarter about which brands to trust, it’s becoming clear that the future of business is all about relationship building. Contact center strategies, as much as possible, must be personalized to fit the market’s evolving preferences. If outsourcing companies can’t keep up with these changes, they’ll cease to be relevant both in the customer service and tech support sphere.

excited happy call center agents giving thumbs up

Philippine call centers, on the other hand, are staying on top of their game. Having been cited by Tholons as one of the best outsourcing destinations in the world, it’s apparent that the country’s business process outsourcing (BPO) sector is keeping up so well with the rapidly transforming landscape.

There are plenty of things that customer service providers in the Philippines do differently. But the most important of these is how they were able to cultivate a customer-focused organizational culture. As a customer experience strategy, this elevates call center transactions to relationship-building opportunities.

Companies that can execute this successfully are a rare breed. Philippine BPO firms focus on the following core activities to fully capture customers’ attention.

  1. Leveraging multiple platforms

    friends in colorful clothes using smartphone tablets
    BPO companies that expand their service platforms merely for the sake of technological advancement will most likely fail. Having the right tools in their right places is just the first step. After that, call centers must be able to integrate them perfectly within their already established customer care strategies. Great conversations must always be the main goal. Otherwise, their entire plan would most probably collapse.

    Philippine call centers rely on their wide and diverse talent pool to support tech expansions without sacrificing their performance. They gradually introduce new tools or processes to the organization, ensuring first that they have all capabilities necessary to make internal transitions smooth.

  2. Continuous customer support

    happy business executive customer service call center alarm clock thumbs up
    When we say “continuous,” we’re referring not just to 24/7 availability, although a contact center in the Philippines surely can provide that. Beyond this, however, outsourcing firms in the country ensure that customers complete the rest of their purchasing journey happily.

    To do this, agents take care of everything a customer might need later on after their conversation. Because of their service-oriented organizational culture, agents are able to embrace the entire customer journey. They strive to always go the extra mile to make everything easier for a customer.

  3. Friendly customer service

    call center team holding red heart
    Customer service managers often take for granted the value of being friendly to callers. In reality, however, friendly customer service—observable through warm greetings, open-ended questions, and a people-oriented approach—is worth millions of dollars.

    This works favorably for Philippine call centers, whose agents naturally give off a warm, relaxed vibe. This attitude allows them to get along with customers effortlessly. Thus, they also have a knack for appeasing frustrated and dissatisfied callers.

For contact centers in the Philippines, everything revolves around the customer. They are fully aware of the impacts of the organizational culture on relationship building. As such, their customer experience strategy is built around a genuine desire to engage consumers in a conversation and make them want to listen. Having this outlook allows them to thrive in a competitive industry.

As a top Philippine call center, Open Access BPO provides multichannel and multilingual customer experience and back office support to businesses of all sizes. Get in touch with us to start your outsourcing journey towards a better customer-brand experience.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO2 days ago
Among other benefits, 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 monitors and reviews user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO3 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO