What service features do inbound Philippine call center firms have?

What service features do inbound Philippine call center firms have?

OABPO Blog Team Published on May 7, 2014

Philippine-call-center-agents-on-meeting
Most Philippine call center companies that provide inbound customer service solutions have additional features that address specific needs of their clients. These features may be included with the service package along with the basic telephone answering task, but some firms allow these to be altered or removed depending on the campaign scale or customer demands.
Before we list down some these common additional features, you should first know the main duties of inbound customer service representatives (CSRs).

female-Philippine-call-center-agent-smiling

Phone answering

The basic telephone answering duty includes greeting the caller, noting messages, gathering basic customer information, and routing calls.

General assistance

Part of a CSR’s main duty is to answer any basic company-related question that customers may ask. If the query is technical in nature, the caller may be transferred to a tech support specialist who could give more detailed instructions for fixing the product issue.

Order processing

Agents must assist customers in processing orders that are not limited to purchases or e-commerce inquiries. CSRs also normally handle other types of requests such as billing, account setting, data retrieval, and delivery .

Aside from delivering the three main customer service duties, Philippine call center firms may offer the following additional services:

Toll-free number set up

Call centers can set up a toll-free number to widen your market coverage, as customers are more likely to contact a business if it has an easy to remember 1-800 line. Setting this up also gives your business credibility and portability. With a toll-free number, customers can reach you regardless of the distance between them and your outsourced call center.

Disaster recovery

-Philippine-call-center----

Call centers with a reliable disaster recovery and business continuity plan can give a higher assurance that operations would go unhampered no matter what happens. When disasters compromise your phone lines, the contact center may execute rerouting schemes or set up mobile offices to continue delivering service to callers.

Non-voice assistance

Almost every Philippine call center has non-voice customer support platforms in place to work alongside the phone representatives. Contact centers may commonly receive requests or relay solutions via email and live chat, but more and more customer service firms are wising up by delivering assistance through social media channels where most customers prefer to get service.

It is ideal to not just look at the special services when choosing a Philippine call center to partner with. More than these additional features, you should see if the firm can allow you to customize the service packages. While all the services mentioned earlier are efficient, some of them may be unnecessary for your company needs and customer preference.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 hours ago
Open Access BPO's Las Vegas office is moving to new location as it starts to expand its operations with on-site managed #onshoring programs, a support campaign for a healthcare provider. https://buff.ly/3b1jK1e

Experience the Open Access BPO Difference with high-quality #CustomerSupport and #ContentModeration in over 30 languages. https://buff.ly/3ps8VNV

#WeSpeakYourLanguage #MultilingualCallCenter #outsourcing
Open Access BPO
Open Access BPO7 hours ago
Aligning your business goals with the vendor’s objectives goes beyond enumerating the results you want to achieve for your business. Read more: https://buff.ly/3CeySUI

Contact us to partner with our Makati and Davao sites: https://buff.ly/3pmC0dL

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO20 hours ago
Did you know that Makati City, Philippines houses most of the country's top companies? Open Access BPO’s flagship centers in Makati leverage world-class infrastructure and the country’s most expansive, multilingual talent pool. Learn more about our Makati sites here: https://buff.ly/2Z2YEwF

#WeSpeakYourLanguage #callcenter #outsourcing
Open Access BPO
Open Access BPO1 day ago
How you communicate with your outsourced #callcenter in the Philippines can make or break your #CX success. We'll walk you through how to effectively manage your outsourced team: https://buff.ly/2ZeT6zE

Message us today for worry-free outsourcing: https://buff.ly/3E2rCMs

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Achieve great heights for your business with 24/7 customer support, back office, and content management solutions trusted by some of the world's BIGGEST brands. Open Access BPO speaks your customers' language. Choose from any of our prime locations in the Philippines, the US, China, and Taiwan.

Where would you like to bring your brand? Get in touch with us to get started: https://buff.ly/3vu0Edk

#WeSpeakYourLanguage #callcenter #outsourcing #multilingual
Open Access BPO
Open Access BPO2 days ago
As customer expectations keep growing, should you underpromise and underdeliver? Find out if it's worth the effort: https://buff.ly/3ncUiLF

Contact us TODAY for 24/7 #CX that exceeds expectations: ttps://buff.ly/3b08WjH

#WeSpeakYourLanguage #outsourcing
Do NOT follow this link or you will be banned from the site!