Ask any employee if they are in favor of a 4-day work week, and their answer might be a definite “yes”. But should call centers consider this? The traditional 5-day work week has long been the standard in call centers, but in an evolving world of work, it’s worth asking: Will a 4-day work week […]
The demands of millennial customers are so different from those of the earlier generations, and call centers have to respond fast. Call centers must be open to changes so they can respond effectively to the changing needs of customers. If not, they compromise the capacity of brands to forge genuine relationships with their target sectors.
If you’re planning to ink multiple outsourcing deals, be sure you can multitask. Multisourcing became popular as an attempt to guard against the risks of relying on just one major provider. By signing smaller deals with multiple outsourcing companies, businesses obtain expertise from various sources. At the same time, the selected providers aren t burdened […]
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 […]
The largest city in the Philippines is continuing to accumulate massive power in the BPO arena. Primarily starting out as an agricultural sector, Davao City is now rapidly gaining its much-deserved recognition as a vigorously growing business process outsourcing (BPO) hub.
The Philippines is confident that its six-year revenues (from 2010 to 2016) can amount to $25 billion, thus fulfilling the goals stated in its industry roadmap. The Philippines information technology and business process management (IT-BPM) industry is on its way to hitting $3 billion in revenues by the end of 2016, says the Information Technology […]
Attrition is every call center’s problem, yet so few of them are doing something about it. High attrition rates in call centers put a strain on all aspects of management. One employee walking out the door can trigger a long chain of resignations or completely mess up the way a team would execute its tasks. […]
Fourteen of India’s top 15 IT-BPM companies are already operating from the Philippines. And soon, we re bound to see even more of them. The Philippines and India, the two biggest names in the global outsourcing sector, are joining forces to further broaden their reach and explore more business opportunities. After 14 of India s […]
Behind the Philippines long-term success in the outsourcing arena is the collective power of budding business process outsourcing (BPO) hubs dubbed as Next Wave Cities. One of them is Davao City, recently been recognized as one of the most auspicious outsourcing cities worldwide.
In order to create more knowledge-based jobs, the Philippine call centers must embrace the big data revolution. The emergence of big data is supposed to help brand managers enhance the customer experience in innovative ways. For instance, the potential of a single piece of research when applied to the customer service sector is practically limitless.
