Call Center Beat

A happy work force creates happy customers. A good manager supplies a fantastic environment to work in and look after the staff the way they are expected to look after their customers. Motivating the call center agents are very important for them to strive hard and give their best on their jobs. They need this kind of motivation to focus and pay much attention on their field, so that a relationship between a management and the agents will become harmonious. Being good to agents can in turn result to customer satisfaction.

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Every person experience disappointments in life, even having a great life, nobody is excuse in experiencing disappointments. It depends on how to handle the situations. When it comes to business, handling disappointed customers must address in a positive way. Instead of going into anger mode, it is better to look at the positive attributes. Dealing with disappointed customers is something that any businesses need to get right. Here are some ideas that will help the disappointed customers to cool down the situations.

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Voice modulation is the process of adding variety to one’s voice by changing tone, pitch, speed and other voice components in order to make communications clearer, more interesting, more engaging and more evocative. Voice modulation among call center agents usually form part of a typical call center training because the transmission of customer service is essentially facilitated through verbal communication. Voice modulation in call centers is necessary because the parties in the communication, the alternating speaker and listener, are deprived of physically seeing each other during the communication process. In which case, voice modulation is used as a strategy to compensate for the loss of physical communication in the process. So how exactly is voice modulation performed.

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Call centers in the Philippines not only focus on teaching basic English communication skills, to which most Filipinos are already familiar. They also focus on teaching accent to simulate the English accents of the particular market that they are serving. English speakers have different accents. There is clear difference in the way Americans talk with the way British people speak. Here are some basic tips to improve one’s accent.

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A call center nurse is a general term which could mean three different professionals. First, it may refer to a nurse working as a healthcare worker in a call center company, which is required in compliance of health or OSHA rules. The second refers to a special kind of nurse working in a health related call center often affiliated to a hospital, whose nature of work involves the provision of healthcare advice or customer service via remote communication. Finally, the call center nurse can refer to nursing graduates and professionals who because of choice or no choice, prefer to work in the call center industry, which does not discriminate as what degree one has finished.

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The growth of the call center industry in the Philippines is similarly taken advantage of scrupulous people to conduct their innovative criminal activities. Just recently, 78 Chinese nationals from Taiwan were arrested by the police in Davao city for operating a call center company used to extort money from their compatriots.

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Founded in November 2009, iOPEX Technologies Philippines, Inc . is a Business Process Outsourcing firm that specializes in Premium Technical Support, Technical Sales and Customer Service that is primarily aimed to considerably enhance operational efficiency and decrease operational costs of companies. More than just a service company, Iopex Technologies is a place of learning opportunities for all employees where one can contribute, grow and connect with people in all levels. iOPEX Philippines partners with most reputable and renowned companies IT and Customer Service Industry with which employees will have the opportunity to work with. It believes in honing the skills of its employees so that they can provide the quality service expected of them by our demanding clients and which made the company a high performance driven company.

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As a sales person, objections should be considered automatically as a form of resistance to sales. Objections are actually opportunities for sales people to further provide information about the product or service one is selling as well as to clarify further doubts that a prospective buyer might have. Giving up immediately because of an objection from a customer only proves that the sales person has nothing valuable to offer and the prospective buyer was right to make to shut up the sales man because it is just a waste of time for both of them. Thus, sales people should learn how to handle or deal with objections properly in order to successfully make a sale. Hereunder are two ways to deal with objections

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A World leader in Digital Security, Gemalto is IT services firm that empowers its clients to offer trustworthy reliable and expedient digital services to billions of people around the world in an increasingly connected digital world. At the heart of the evolving digital society is trust because people connect, transact and establish relationships with each other without personally meeting each other. Through Gemalto Philippines, companies and individuals are given the security to capitalize on their digital relationships, and freedom to communicate, travel, shop, bank, entertain and work without fear of insecurity or the anxiety of transacting a fake, bogus or swindling entity.

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The call center industry is most active during the night because most companies cater markets in the other side of the world in which the time difference necessitates call center companies to work at night. Thus, maximizing one’s performance during the night shift is a must, which is problematic because humans are programmed to sleep during the night and work during the day. So how do we remedy this?

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Stress can be defined as the restrain or anxiety on person’s emotional and physical well being of a person. The stressful employees are not good quality and they won’t take anywhere. Stressful workers cannot deliver their best on the given situations. That is why they need some time to find their relaxation. This is where the company takes it role.

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The Philippines currently ranks as the no. 1 outsourcing nation for contact services in the world today. It has become the no. 1 choice for outsourcing call center services especially servicing English speaking markets. What makes the Philippines the perfect choice for outsourcing contact center services?

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IGG Philippines or Internet Gaming Gate is a multinational BPO company that provides free online multiplayer games portal and international interactive digital entertainment. The company is also involved in the development of Social Games, Casual Game, Marketing, Advertising, Operations and Game Development.

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Choose success. SourceMax is a business process outsourcing firm specializing in executive search, human resource recruitment and staffing to continuously provide old and new companies their most critical assets, their manpower needs that drives the success of any organization. Sourcemax Philippines is part of the Technosphere Company group, a manpower solutions provider that specializes in Staffing (contract and perm) and IT consulting in the US since 1994. Through SourceMax Inc., Technosphere is bringing the quality of service that had since distinguished the company in the US in the Philippines following the booming BPO industry.

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Creating better futures, Sage is a premium supplier of accounting, business management software and other related products particularly catering small and medium based enterprises. The company however operates across the world from Europe to Asia. Sage Asia Philippines caters SME community in the belief that these small businesses are the future large business in the world hence the adage creating better futures.

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When Philippine holidays are on the midst like Christmas, New Year, the Holy Week and All Saint’s Day, most Filipino workers are excited. The same is true among call center agents because it is a time of vacations with their loved ones, going home in the provinces, family reunions and get-togethers with friends. While most employees are thrilled and keyed up into these holidays, call center managers are troubled and apprehensive that their offices will be short of the manpower they’ll need because many agents are either on leave or will absent themselves. Those who will be AWOL would simply get lame excuses of being sick or stuck in traffic upon returning back to work. It is for this reason that managers should find strategic ways to manage employees especially during the holidays.

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For people whose work involves sitting at least 8 hours a day everyday, weight gain is most likely. Thus, call center agents are indeed prone to gain weight. This is especially true for agents who have been on this type of job for years and have clearly adjusted to the demands of the work. In which case, these agents needed to find ways to trim down their bellies for aesthetic and healthful reasons.

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Call center coaching is the process of providing additional instructions to a call center employee or agent by the supervisor or manager for the purpose of reinforcing learning. Unlike training, in which learning is often provided via a seminar, coaching is focused and personalized in nature. By focus, it is more concentrated in addressing a particular area to be improved. By personal, it means the supervisor/mentor provides better monitoring on the individual employee.

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Managing a call center is a challenging task. Managers are face with a broad range of responsibilities that practically covers all of the different aspects of running a business. This includes the most basic tasks of hiring, training, motivating, projecting, arranging, and monitoring performance to the complex functions like controlling quality, managing costs, formulating strategies and leading everybody towards the attainment of defined company goals and objectives.

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Because of the thriving state of the call center industry, the opportunity for promotion is high as old companies continue to expand and new companies continue to emerge. However, promotion can also be elusive to people who are not keen on their jobs. Promotion in the call center industry is not achieved by the number of years of service. Instead, it entails determination, patience and hard work. Here are some tips to get that promotion that you are looking for.

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