What is Contoh Percakapan in Call Center?

“Contoh Percakapan” is a Bahasa Indonesia term which literally translates to “example conversation”. Contoh is example while Percakapan is conversation. In the call center industry, “Contoh Percakapan” essentially refers to an example dialogue between an agent and a customer. Many agents especially newbies look for a Contoh Percakapan so that they would have an idea […]

Idiomatic Expressions in Call Center

Familiarity with idiomatic expressions is a must for call center agents. Idiomatic expressions or idioms are non-standard speech, slang or figurative expressions whose meaning cannot be directly deduced from the meanings of the words that composes it. Idioms are frequently employed by native speakers of English, which more often than not are the clients of […]

Filipinism vs American Expression

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 […]

How Call Center Agents adapt Accents

One of the major reasons for the preference of Filipinos as call center agents is because of the ability of the Filipinos to quickly adapt different kinds of foreign accents whether British, Australian or American (i.e. Alabama, New York etc) Accent is important to help facilitate effective communication and understanding. Clients and customers are more […]

Process Improvement in Call Center

All companies must continually improve itself to maintain competitiveness. In the same manner, call center companies must continuously improve its business operations or processes to attain greater efficiency, provide better service or essentially remain competitive against its competitors. But how exactly will call center improve its processes. Hereunder are some ways. Standardization. The most common […]

Teleperformance Philippines

Founded since 1978 and currently with over a 120,000 employees in 200+ service centers in 50 countries around the world, Teleperformance is one of the largest BPO companies in the world that provides services in 66 different languages for major international companies across different various industries. Teleperformance Philippines transforms passion into excellence by believing on […]

Accent Training Tips

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 […]

Call Center Etiquette

Phone etiquette is at the core of the call center etiquette which is constituted by conventional code of polite behavior accepted in society or expected among members of the call center profession. In the call center industry, communications are purely verbal. The two parties talking do not actually see each other hence, physical communications or […]

How to pass Call Center Training?

After passing the recruitment process of a call center company, hirees are further trained before they are admitted to actually work in the company. At this level of application, the hirees are referred to as trainees in which they undergo an intensive and rigorous training before being assigned to actual work. The training period is […]

Training Call Center Agents

Training is an indispensable process in the recruitment and employee welfare development of a call center company to ensure that agents meet the minimum standards set by the company in providing service. The training of call center agents is comprised of different subjects and courses, each of which are equally critical to be learned for […]