Cebu City, one of the top outsourcing hubs in the Philippines, will be pilot-testing two electric trains as a transportation mode for call center agents. Philippine call center agents in Cebu City will soon be able to ride two e-trains when going to and from work. This initiative is part of the city government’s transportation […]
Brands can’t afford to take a trial-and-error approach when delivering their services online. Ineffective strategies would only lead to customer churn, profit loss, and a poor reputation. Before taking your customer support to social media, you need a solid strategy for monitoring, measuring, and improving your game. This, however, is also the trickiest part. Small […]
Excellent customer support is the key to increasing retention and market loyalty, but what if your outsourced agents can’t communicate using your brand’s voice? All brands, regardless of size and industry, need to project a consistent identity across all the channels they’re using. A solid company branding lets you build a more memorable brand while […]
Having an outsourcing partner lightens the load for brands, but it doesn’t make them completely safe from these call center nightmares. Call centers play a vital role in delivering exceptional customer service and ensuring customer satisfaction. However, with great responsibility comes the need for preparedness. It’s crucial for brands to be aware of potential call […]
The Philippines is back in the top 100 economies listed in World Bank’s 2017 Doing Business Report. Rebounding from its eight-step drop last year, the Philippines climbed four spots in World Bank-International Finance Corporation’s 2017 Doing Business rankings.
You don’t have to be guilty about transferring to a new outsourced customer service provider if it means keeping your customers happy and improving your performance. In the first half of this article, we discussed two major reasons why brands decide to switch to a new customer service provider. These are: rigid contracts; and location-related […]
Now that data and various tech tools help brands innovate and provide better services, should we expect them to slow down on outsourcing? Brands have long considered outsourcing as an efficient solution to the overflowing volume of tasks they have to accomplish. Big companies commonly outsource in a large scale, as they have thousands of […]
The Philippine government along with leading stakeholders honored several cities in key provinces for their growing contribution to the country’s information technology-business process management (IT-BPM) industry. In a report, the Department of Science and Technology, the IT and Business Process Association of the Philippine (IBPAP), and Leechiu Property Consultants (LPC) named the cities of Davao […]
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 […]
Brands know that outsourcing customer service can help them manage their core functions better. But is it always the right choice? Most brand managers are hesitant to entrust their services to an external provider for fear that it can take away the company’s unique identity. Indeed, outsourcing services are becoming highly commodified, especially because most […]
