Call Center Mock Calls

One of the common tools used by the call center industry in training employees and evaluating applicants is the simulation tests. A simulation test is basically a test that replicates the actual work of a call center agent. This is usually through the use of mock calls in which a pre-recorded call is made to […]

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 […]

Telephone Conversation Tips for Customers and Buyers

One of the secrets in a good conversation is how well you listen and speaks to each other. Because talking without listening sometimes may lead to miscommunication. When it comes to telephone conversation there are some tips for the customers and buyers. These tips include the listen and speak. Based on the EnglishClub.com the listen […]

Basics of Call Center Services

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 […]

Understanding Agent Occupancy

Agent occupancy refers to how busy are agents in actually handling a call. Thus, it is directly in proportion to the call workload and indirectly to the number of agents. Apparently, if there are more calls, agents become busier handling calls and agent occupancy increases. However, with more agents receiving the same no. of calls, […]

Dell Call Center Philippines Job Openings

Ready to fine-tune your career? Meritocracy. Empowerment. A passion for technology and unique solutions. That’s what success sounds like at Dell. Explore our career opportunities, and discover how brilliant your career can be. Pasay and Quezon City Sites Technical Support Representatives provide phone technical support to dell system/product customers Senior HR Generalists Finance Manager When […]

Lexitel Worldwide Telesync Solutions

Lexitel Worldwide Telesync Solutions is a specialized IT outsourcing firm that provides VoIP Origination and Termination, and Video Conferencing in the telecommunications industry in the Philippines. VoIP Origination is the process of giving carriers inbound call access while voice termination, refers to the routing of telephone calls from one telephone company. Through this, companies are […]

Handling Stick Office Romance

YOU cannot help it. You enter a workplace. You meet somebody. You both get closer and closer by the day, err, night. Before you know it, you fall for each other. Kayo na. Oh, sarap ng feeling, di ba, especially if your now-honey works in the same department and shift. But just because you’re inspired […]

Teletech Philippines

Since telemarketing the niche service of Teletech, it provides a highly competitive financial benefits and incentive package to its sales consultants to recruit and maintain the best in the industry as well as to keep them highly motivated in selling products and services. Teletech call center continues to enlarge its customer database that included a […]

Call Metrics in Call Center

Call metrics in call center pertains to the criteria or parameters to monitor and evaluate the level of service quality of an agent or the call center operations in general. Call metrics is synonymous to key performance indicators (KPI’s), which may also differ in the nature of call in the call center company. The Call […]

Develop Computer Services Calls

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 […]

Rebuttals for Handling Difficult Customers

Rebuttals are refutations or effective responses that call center agents are trained about in order to handle difficult customers. Because the existence of difficult customers is common phenomenon, call center companies have prepared rebuttals or responses which their agents try learn to manage and handle irate customers. These rebuttals are usually based on the company’s […]

VOIP Termination

VOIP Call Termination refers to the routing an outbound telephone call from one telecom carrier or provider to its destination which is uses another telecom provider. VOIP termination carries out an outbound call from the calling party (originating point) to the called party (terminating point), thereby completing the trail by which the call flowed from […]

Quinn Data Facilities

Quinn Data Facilities or QDF is a BPO firm that specializes in contact center services. With over 20 years experience in Data Management and Outbound Telephone Services, the company can engender the resources to satisfy the need of producing and building the best quality data that affords clients flexibility, team work and dedication. Quinn Data […]

How to Lower Handle Time?

Average handle time (AHT) or simply handle time is measure used in the call center industry to quantify the time duration of one transaction. This is normally calculated from the customer’s initiation of the call up to the time the call is ended, which is included any hold time, talk time and other related activities […]

Directory Assistance Account

Directory assistance account refers to the account in a call center company which handles directory enquiries such as finding the address or telephone number of a business entity, organization, government agency or even an individual citizen. It is like a yellow page phone service in which instead of sifting the pages of a the yellow […]