Customer Satisfaction Spiels

Spiels are scripts of customer service representatives that are used to manage, deliver and express quality service to customers. In the call center industry where services are principally delivered through verbal communications, spiels are a source of customer satisfaction, which in turn reveals if customer needs are fulfilled or successfully addressed. While spiels are customarily […]

Customer Service Standards

Customer service refers to that totality or a series of services provided to a customer before, during and after a purchase aimed to enhance customer satisfaction. Customer service standards refer to the benchmark or model by customer service should be facilitated. Every company has the right to establish its own standards for customer service. These […]

IBM Global Philippines

Among IBM call center business solutions included business analytics and optimization, intelligence in business, process management, cloud computing and IT connectivity and integration. In terms of business management, IBM Global Philippines provides content, data, cost, disaster, distribution management as well as energy efficiency and Enterprise application integration. With the delivery of its IT solutions, IBM […]

Engaging Customer Through Chat

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 […]

Tips on Customer Retention

To maintain the customers in a particular business has many strategies and techniques to be considered. Tips on how to retain the costumers to stay connected and loyal in the business must provide additional patient in dealing with them. To maintain the attraction and retaining clients is very important to the achievement of any business. […]

Imax BPO Solutions

Founded in 2013, iMax BPO is a Philippine based business process outsourcing firm that specializes in Back Office Processing, Customer Service, Marketing Solutions, Professional Services, Sales and Saves Programs, and Technical Support, Social Media Marketing and Optimization, as well as Integrated and Customer Management Solution Services for small to large companies mainly from Canada, UK, […]

Aegis Philippines

Aegis PeopleSupport resulted from the merger of two business processing companies in October 2008, namely Aegis and PeopleSupport. Aegis, a company founded 3 decades ago was an international business services and consultancy company that provide enhanced consumer experiences to different international brands. PeopleSupport on the other hand was founded 1998, with the development of online […]

Call Center Attrition Rate

While the call center industry is continuously growing, the employee turn over or attrition rate remained consistently high, which reflects unhealthy employment in the industry that companies still are unable to address. Every year, there are many people entering the industry. However, every year, there are also many people leaving the industry, shifting careers and […]

American Chatlink

American Chatlink is a company involved in the marketing of international website memberships. This pertains to websites in which membership or subscription would entail payment to the site usually via credit card. The company has distinctively specialized in this market niche. As explicitly reflected in the company name, agents in American chatlink are usually engage […]

Call Center Core Values

Core values essentially differ depending on the values of the founders or management of the company. But since the call center industry is about customer service. The core values of call center companies often focuses or relates in attaining great customer experience delivery. In lieu of which, hereunder are some core values that generally applies […]

Non Voice Account

The call center industry is not limited to the voice calls whereby the customer representatives communicate with clients through verbal means. A non voice account pertains to an account in a call center wherein agents communicate with clients in written form instead of talking to them verbally. In which case, customer queries are responded to […]

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 […]