Customer service language that speaks directly to the hearts of a brand’s diverse clientele is the key to unlocking unparalleled customer satisfaction and unwavering brand loyalty. This is why language and speech training is a significant part of every call center in the Philippines. Trainers make it a point to set the right tone and […]
If there’s a saying that every call center in the Philippines should have its employees take to heart, it should be the one from renowned Swedish businessman, Jan Carlzon. In his wise words, the former CEO of business analytics and intelligence company SAS summed up why every role in a company impacts customer satisfaction.
There are many reasons why your call center in the Philippines is obsessed with monitoring performance metrics and sending you hourly, daily, or weekly reports. Customer service shapes customer perceptions and impacts your company profoundly. Within this domain, performance metrics stand out as vital tools that illuminate the path to exceptional customer experiences. It helps […]
Why should call center agents treat past buyers like VIPs? Open Access BPO, a leader in call center outsourcing in the Philippines, shares statistics that prove the value of customer loyalty in any business. “Retaining customers is more important than gaining new ones.” Marketers have many words to live by, and this line is probably […]
Some angry people call contact centers to vent, while others threaten to get what they want. How should CSRs face these customers? Open Access BPO advises how each type of angry customer should be treated.
The $8.7-billion revenues generated by call centers in the Philippines in 2012 will experience a 19% increase for 2013, according to Contact Center Association of the Philippines (CCAP) President Benedict Hernandez. “We were estimating that we are going to grow 18%-19% this year (2013). That s our forecast based on the reports of our members,” […]
Considering the overall investment of outsourcing companies and the high stakes of customer support when considering client retention, a call center in the Philippines cannot operate without teamwork. Customer support representatives need to work as a single unit in order to reach unified business goals and produce acceptable results. Here are some of the communication […]
Email is preferred by many customers requiring technical support call centers. Such is the case for UK, where customers use this channel over phones to skip call queues or the commonly reported inaccuracy of automated voice recognition systems. To fulfill the needs of these customers, businesses need to ensure that their email support can deliver. […]
The Philippines remains as one of the most attractive locations for call center outsourcing and other offshoring business solutions, according to a recent September report by an independent telecoms firm this September. In a statement, Margaret Goldberg, co-author of the Ovum report, said that, “Following our visit to the country and our on-the-ground research, it […]
Excellent language skills are extremely important in providing Italian technical support and other call center services. Call center firms have better chances of forming partnerships with businesses catering to Italian-speaking customers once they have acquired sufficient talented personnel with the necessary language and cultural capabilities. This language requirement, however, is exactly what hinders Italian businesses […]
