In any form of organization, the manager plays a central role to its success precisely because the manager is primarily engaged in implementing methods for achieving the objectives efficiently and effectively with and through the organization. In the same token, the manager in a call center company plays a critical function for the success of the business. Whilst there are different approaches in successful managing, successful managers have common attributes, which can serve as standards for becoming one.
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The Operations Manager of the call center must essentially manage the daily routine operations of the business to ensure that it meets the company’s established goals, objectives and expectations. It involves ensuring that business plan of the company is correctly executed as planned by management and ensure that the company’s policies and procedures are strictly followed.
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Call center management is a very broad subject that can be overwhelming for a professional hands-on supervisor to undertake considering the time constraints. However, there are simpler approaches to call center management that comprehensively covers the different factors crucial for effective customer service delivery. Effective service is comprised mainly by three major components namely effective people, effective processes and effective technology.
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At the height of the 2008 global financial recession, the Philippines experienced mass lay offs in some multinational companies especially in the IT manufacturing sectors. The call center industry also experienced some lay offs as companies streamlined their operations to realign themselves with the stagnation and decrease of economic activity especially in the US.
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There may be discomfited times when a younger officer employee is assigned to manage a team whose members are older. In which case, the younger officer feels uncomfortable supervising and commanding older employees, who may similarly feel insulted or slighted getting orders from a younger employee. This situation can obstruct in creating a closely knit successful team if both leaders and members are on a warpath. As boss, manager or leader, the initiative to find a way to successfully supervise the team would rest on the young officer and here are ways one can manage older subordinates.
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A harmonious office provides better working conditions that promote greater productivity among employees. Needless to say, the harmony inside the office is integral for the success of the whole organization. The harmony in an organization basically pertains to how friendly or cordial the human relations in the office between the employees and managers/officers and among the employees themselves. Harmony in the office is an ingredient for cooperation and teamwork. Here are some tips to build a harmonious call center office.
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Communication is the social adhesive that starts, builds and strengthens relationship. There is no other way one can be friends with a stranger except through communication, either verbally or through actions. In the same vein, engaging customers in a dialogue is the best way for building customer relations especially in the case of cold calling of telemarketers or outbound customer agents. But how exactly do we engage customers through chat in order to build relations. Hereunder are some tips to do this.
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Enabling the multi-skills within the premises of the contact center is a must policy in 2013. As the customers, turning themselves into multi-taskers with the use of advanced technologies, so contact centers too must change their approach and instill multi-skilling abilities in them.
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One of the most important critical services that are often outsourced in contact centers is the marketing and sales functions of the company. In the call center industry, this is usually referred to as outbound calls as oppose to inbound calls, in which agents proactively call prospective customers to sell a service or a products such as insurance, pension plans, real estate, among others.
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Legal process outsourcing is the procedure by which a law firm allows other legal experts to intervene in a particular case by hiring them. Firms usually seek the help of these people who work outside of their own country to help them come up with the best legal solutions to a particular problem. Economic changes and the rising cost of legal services have opened the doors of legal outsourcing.
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Cold calling is an extreme sport. It refers to the calling of someone by someone who are total strangers to each other. The cold call is the first time one speaks with each other, which is a common strategy in marketing. Cold calling is really difficult. It is already complicated to talk to someone who is stranger to you. It is even more not easy because it is through the phone and the communication is rather impersonal. It becomes even harder because one need not only talk to a stranger but also convince that stranger into buying something from you. Not all people are born with the ability to sell. Not all people are engaging to talk to. Hence, agents should be taught about the art of cold calling.
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Call Center can be defined as a bodily location where a number of volumes of calls are being handled by an outsourcing company. Frequently a national office used for the reason or purpose of receiving and transmitting large volume of telephone request for the reason of communication and business. The majority of call centers work with the help of IVR’s, means the telephone interface to a computer system. Usually a call center has the ability to handle sizeable volumes of call at the same time; it must be monitored and forwarded on the concern person who is capable or the one who can answer the questions and situations of the caller. Call centers are being used by telemarketing companies, utility companies, and mail order catalogue retailer companies’ that require customer support services and other outsourcing services.
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Help desk is at the core of tech support service. Support services can be as simple as providing operation instructions to as complex as diagnosing and solving a system problem. And much like any other customer service script, it starts with a general greeting and introduction which is important to develop customer confidence and provide them a glimpse of what to expect. At this point, greeting scripts should also be developed incase no agent is currently available. Moreover, a standard greeting would also include thanking the customer for the call to show how much the company values the customer.
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One of the most rewarding and challenging works is sales. Being a sale representative requires certain skills in order to be an effective one. In most cases, the salary of sales people are meager. This is because companies usually reward sales personnel in terms of their work productivity through commissions. And such commissions are indeed very generous. In fact, one of the reasons why products are expensive is because the high commissions that sales personnel receive. Moreover, the commission also serves as an incentive for sales people to work harder.
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The call center industry is one of the booming industries in the Philippines that continuous to expand as more and more international companies are outsourcing their needs in the Philippines and more and more international BPO companies are moving their main operational centers in the Philippines.
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Filipinism is evolved from Filipino localization or acculturation of the English language which resulted to the creation of words, phrases or terms that in some way maybe grammatically incorrect or foreign native English speakers. In short these Filipinisms are colloquial English words and phrases that are unique in the Philippines. Some of the most common words that are considered a result of Filipinism are as follows:
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A hospital call center service pertains to a wide variety of customer support services within the medical and health industry. The institution of call center in the medical industry is a progressive development considering the paramount role and importance of communication in the medical field.
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Expert Global Solutions (EGS) is the holding company for two popular business process outsourcing companies namely APAC and NCO. The combination of these two subsidiary companies makes EGS the only outsourcing company that provides a comprehensive and complete full life-cycle Business Process Outsourcing service. With a combined BPO experienced more than 120 years, Expert Global Solutions offers a services and knowledge that are unequalled across the BPO industry. This is especially complemented with seasoned professionals and human resources as well as the most advanced technological resources. EGS Philippines currently boasts of over 40,000 employees deployed in 15 countries providing services in over 40 languages.
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The PAF (Philippine Air force) Finance Center is a unit under the Philippine Air Force created to provide financial services to its members. The PAF Finance Center was established on Oct 1973 in pursuant to General Order Nr 130 initially as a provisional unit. It is headed by the Commanding General whereas Comptrollership pertains to the Assistant Chief of Air Staff, who also supervises the personnel of PAF Finance Center. The PAF Finance center is composed of all of officers, enlisted and civilian personnel of the Office of the Director for Finance of the different Wings. The PAF Finance Center finally become a regular unit after almost 15 years of existence on April 1987.
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The recruitment policy of call center companies is one of the most rigorous and thorough procedures across all industries because the call center agents hired by the company is the very product or service that represent the company’s brand. Moreover, the recruitment process is one of the most hectic and demanding functions of a call center company considering the high rate of employee turn over in the industry and the high rate of continuous growth.
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