What can callers expect from a Philippine call center?

OABPO Blog Team Published on January 15, 2014

Philippine-call-center
With a reputation for giving excellent customer service, businesses and consumers alike have high expectations for every Philippine call center. The moment they pick up their phone to either inquire about a service or relay a product issue, customers look forward to a seamless conversation with Filipino agents.

Philippine-call-center--

It can be tough to live up to the expectations that come with the name, but contact centers in the Philippines have ways to ensure that each call is unhampered by technical delays or human errors. They find out how callers define a pleasant call, and they employ technologies needed in order to conduct a call the way customers want it. But they don’t entirely rely on technology to deliver efficient customer service; the quality of the call is still determined by how the agent handles it.
What are these expectations, and how can a Philippine call center meet these? Read on to find out.

  1. Clarity

    Of all things, customers want a clear conversation from a call center. They want to be sure that every piece of information they provide is transmitted correctly to the other end of the line so that their problem can be solved efficiently.
    Contact centers use essential call equipment such as phone units and headsets to communicate with callers clearly. In addition to these, they usually have an internal team of IT experts who are devoted to keeping systems and hardware operational and updated, as well as prevent call center disasters such as poor network connections and power interruptions from breaking calls.

  2. Attention

    Next to clarity, callers want support representatives to be attentive during a customer service call. When they connect to a call center, it’s usually because they have a product related-problem, so there’s a high possibility of them being in a bad mood. And getting transferred to different representatives or having to repeat the same information again and again can make the situation worse for them.
    This is why a customer relationship management (CRM) application is a must for every Philippine call center. Using this, agents can document issues and the steps taken to address them. A CRM software is especially helpful for follow-up calls, as it gives access to past interactions and lets the agents pick where they left off when a customer reaches out for help again.
    Another thing that puts customers at a tipping point is if the agent tries to sell them something during a customer support call—before the issue has been solved.
    Customer support representatives must remember these two things when they cross-sell or upsell: listen for cues and know the right timing. They must pay attention to be able to recommend additional products that are relevant to the customer s needs, complement the customer’s current product, or come up with a solution to the problem. Moreover, the problem should be prioritized over selling because the customer won’t be receptive until his issue has been settled. Without proper attention, the selling effort may come across as an attempt to get more money out of the caller and not as a pure intent to satisfy the customer.

  3. Efficiency

    After they dial a number, customers expect to wait no longer than a minute for someone to pick up. If their waiting time lasted longer than the actual conversation, they are bound to get frustrated or abandon the call, which can be bad for the reputation of both the call center and the brand they represent.
    Being put on hold is considered by many as a sign of bad customer service, so to avoid getting associated with this tag, almost every Philippine call center uses automatic call distributors and dialers to manage incoming calls and send them to the most suitable agents.
    Tech support representatives in team are commonly grouped into three tiers: Tier 1 agents handle minor problems that can be resolved in a snap, while deeper, more difficult issues are routed to other agents. This way, callers would not have to wait for a complex problem to be solved before they could get assistance.

To summarize, callers expect clarity, attention, and speed when they contact a call center for help. If these aren t present in the transaction, the brand’s reputation could be put at stake.

Join us on facebook
Open Access BPO 2 days ago
#SocialEngineering is a manipulative technique that uses psychological tactics to deceive individuals into revealing confidential information or taking actions they wouldn't typically do.

And #CallCenter agents are among the favorite social engineering targets.

Here are potential #SocialEngineering techniques that could leave you a sitting duck for cross-channel fraud: https://buff.ly/45XxFjJ

----------
Learn about our rigorous #DataProtection policies and #DataSecurity compliance:
https://buff.ly/44ZrTN9

Partner with a #CallCenter with secure solutions to keep you and your customers' data safe: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 2 days ago
Promote cultural competence in your multilingual team by injecting culture education in your workplace's communication approach, team building, time management, and holiday observance.

But why should you even do this? Here's why: https://buff.ly/3LwSOJl

----------
For your global customers, only trust in a multilingual industry expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusion #CulturalDiversity
#CX #EmployeeManagement #DiversityManagement
Open Access BPO 3 days ago
It's clear that #ecommerce fraud is a growing concern, and the fact that many companies are at a loss at #fraud prevention is making this problem even worse.
What makes fraud detection and management difficult?

To deal with this, outsourcing companies also offer content-focused fraud protection services.

Read more: https://www.openaccessbpo.com/blog/growing-fraud-problem-plaguing-ecommerce/

----------
For secure outsourcing solutions that protect your data: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 3 days ago
𝗧𝗵𝗲 𝗖𝗔𝗟𝗠 𝗔𝗡𝗗 𝗖𝗢𝗟𝗟𝗘𝗖𝗧𝗘𝗗 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥

Engagements with the Calm and Collected Customer may seem smooth, but they tend to keep their emotions in check.

As a result, it may be challenging to gauge their level of satisfaction or sense or if there are any underlying frustrations.

They may not readily express their concerns or needs, so actively engage in proactive questioning and attentive listening.

Ask open-ended questions to encourage them to share more about their needs and concerns.

Use their input to provide a personalized customer experience that aligns with their goals
Show that you understand their situation and are there to support them. Reassure them they’re in good hands with your brand.

.
.
.
.
.
Read more:
4 𝑪𝒐𝒎𝒎𝒖𝒏𝒊𝒄𝒂𝒕𝒊𝒐𝒏 𝑺𝒕𝒚𝒍𝒆𝒔 𝑻𝒚𝒑𝒊𝒄𝒂𝒍 𝑨𝒎𝒐𝒏𝒈 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔
https://buff.ly/46mG93t

---------
Open Access BPO knows your customers and we understand their needs.
For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CSat
#CustomerSatisfaction #CX
Open Access BPO 3 days ago
𝗘𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗶𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Brands must ensure their #CustomerSupport agents are elevating #CustomerSupport.

Here are 4 of the critical areas your #QA must focus on when evaluating your #CallCenter partner's performance:
https://buff.ly/3Znm7E1

—————
Ensure #CSAT with every customer interaction. Upgrade your #CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 5 days ago
Companies can survive from an onslaught of business disasters, but once employees quit in droves, it can be difficult to recover.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘁𝗵𝗲 𝘁𝗼𝗽 𝟱 𝗶𝘀𝘀𝘂𝗲𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝗳𝗼𝗿𝗰𝗲 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝗴𝗲𝗻𝘁𝘀 𝘁𝗼 𝗾𝘂𝗶𝘁 𝗳𝗼𝗿 𝗴𝗼𝗼𝗱: https://buff.ly/3RsiACi

----------
For flexible #outsourcing solutions to match your operational goals, schedules, and budgets: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO