What Every Call Center Company in the Philippines Should Know About British and American Customers

OABPO Blog Team Published on June 19, 2014 Last updated on January 28, 2023

Most Philippine outsourcing firms like Open Access BPO provide service to customers in English-speaking nations. What should call centers know about Western customers?

For having a close affinity with Western culture and an English-proficient bilingual workforce, the Philippines is a top choice for call center services outsourced by businesses from English-speaking countries, particularly the US and those within the UK. This is why Filipino call center agents need to know their customers wellโ€”what pleases them and pisses them off.

Who Quits Often and Who Shouts More?

scared agent from call center company in the Philippines holding help post it note

In a report, cloud applications provider NewVoiceMedia revealed that American customers tend to speak bad words more after an unpleasant transaction than their British counterparts. That same study found that UK customers are more likely to leave a brand that did them wrong.

Meanwhile, a compilation of statistics from Help Scout stated that 35% of American customers have become angry while talking to customer service. Most of their frustrations come from ineffective service, lack of speed, and explaining their problems to multiple people.

On the other hand, research from the Institute of Customer Service found that 17.3% of customers from the UK have experienced a product or service problem, the highest level seen since 2008.

Why These Matter to Every Call Center Company in the Philippines

Philippine outsourcing firms cater largely to British and American customers, so it’s a must to pulse the Western market’s consumer behavior and preferences. Good service is always imperative, as 68% of consumers say they’re willing to support a brand known for offering an excellent customer experience.

cx team in call center company in the Philippines in customer support assisting callers

It’s clear that the impact of disappointed customers can be fatal to a business, regardless of where they come from. Losing sources of revenues and gaining a negative reputation are both costly, so customer services representatives must be consistent in delivering superior service.

The Philippines is one of the most prolific countries for quality call center operations The bilingual proficiency of Filipino call center agents make outsourcing in the Philippines a perfect fit for your business.

Don’t hesitate to contact a trusted firm like Open Access BPO to assist with providing the best customer service experience for your company.

 

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#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital.

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Logistics, technical issues, and human error can impact #CustomerExperience.

๐—ง๐—ถ๐—บ๐—ฒ ๐˜๐—ผ ๐—ฎ๐—ฑ๐—ฑ๐—ฟ๐—ฒ๐˜€๐˜€ ๐˜€๐˜‚๐—ฐ๐—ต ๐—ฝ๐—ฟ๐—ผ๐—ฏ๐—น๐—ฒ๐—บ๐˜€ ๐—ถ๐—บ๐—บ๐—ฒ๐—ฑ๐—ถ๐—ฎ๐˜๐—ฒ๐—น๐˜† ๐˜‚๐˜€๐—ถ๐—ป๐—ด ๐˜๐—ต๐—ฒ๐˜€๐—ฒ ๐Ÿฐ ๐—ฏ๐—ฎ๐˜€๐—ถ๐—ฐ ๐˜€๐˜๐—ฒ๐—ฝ๐˜€.

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Even if you've set your brand to constantly delight your customers, there are times when you have to say no to their requests.

Master the art of saying "no" with compassion.!

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://www.openaccessbpo.com/blog/customer-service-tip-5-tactics-saying-no-compassion/

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Open Access BPO's CEO Benjamin Davidowitz spearheaded the recent Easter community initiative in Poblacion, Makati City: https://www.openaccessbpo.com/blog/open-access-bpo-ceo-leads-easter-community-initiative/

This annual tradition aims to provide nutritious meals to those in need while spreading joy to children with balloon giveaways. This year marks the 7th consecutive year of the initiative, made possible with the dedication of volunteers from Open Access BPO. Together, they distributed 1,000 meals and 700 balloons to the community.

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