Call Center Conversation Script

A call center conversation would be the last thing a call center agent would have wanted to hear day in or day out or should we say night in or night out. But for the benefit of those interested in knowing what its like to hear a typical call center conversation scripts, here under are […]

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 […]

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 […]

BPO Brokers

Business Process Outsourcing is the practice of turning over support business functions to specialized service providers usually in countries like the Philippines that offer cheaper labor. A direct outsourcing contract involves two parties namely the outsourcing company and the outsourcing service provider. In an indirect outsourcing contract, a third party usually called a bpo broker […]

Call Script for Angry Customers

Calming and communicating with an angry customer is one of the biggest problems that agents regularly must contend to. Here are some tips to help handle irate customers. It would seem ironic to look for a call center script for an angry customer because an agent that would sound scripted is annoying and can even […]

Call Center Acknowledgment Spiels

Acknowledging clients is a basic component of customer service, which is provided the instance a customer walks in the company gates or makes a call in the case of the call center industry. A recorded acknowledgment spiel usually receives the call of a client which acknowledges the importance of the customer while explaining that an […]

Night shift or Day Shift?

Shifting is an employment practice used to schedule employees in order to ensure that company operates and provide service 24 hours of the clock each day. It is a common practice in the call center industry whose clients are in other parts of the world and thus considers the geographical time difference in providing service. […]

Sykes Philippines

Sykes Philippines specializes in providing excellent customer service, technical support service and support office functions. More than just a company but a family, Sykes Asia Philippines not only focuses on its commitment to its clients but to its people as well as to the community. Sykes Philippines corporate social responsibility particularly in helping underprivileged children […]

ePLDT Ventus

ePLDT Ventus is the former name of SPi CRM, a subsidiary of the Philippine Long Distance Telephone Company (PLDT), the biggest and most dominant telecommunications provider in the Philippines. Founded in 2001, the company operates eight customer contact centers serving Fortune 500 companies in North America and Europe and is manpowered by more than 7,000 […]

Counter Objection in Outbound Call

Outbound calls are more complex and vulnerable to objection and rejection especially because agents are involved in cold calling. Hereunder are some tips to counter objection in outbound call. Objections vs. Concerns. While there is a thin line between objection and concern, an agent must be able to clearly determine whether a customer raises an […]

Merlin Information Systems Philippines

Our expertise builds on your success, Merlin Information Systems is a Multilingual Technical & Customer Support Outsourcing company founded in 1991 with expertise in the delivery of excellent, customized IT and Customer Support Solutions to top multinational companies around the globe through its network of operational centres in the UK, Central Europe and Asia. Merlin […]

Accomptrove Outsourcing Services

Engaging to empower to help companies excel, Accomptrove Outsourcing Services Inc. is a Business Process Outsourcing firm that specializes in contact center services to help its clients excel in their business feat and allow them to focus on their core competencies. Accomptrove is a combination of the words Accomplishment and Trove which put together means […]

Telus Philippines

As reflected on its name, Telus Philippines is one of the direct to the point no finicky companies that deliver to deliver. More than just an outsourcing vendor but a partner, the company aligns it objectives, value and culture of its agents to fit those of its clients for a seamless business partnership. Telus Philippines […]

Professional Alliance Consulting

It takes talent to know talent. Professional Alliance Consulting is a human resource outsourcing company that specializes in seeking talented, professional support staff with special skills and deploying them to the jobs that requires their skills and that will contribute directly for the growth of companies while providing employees with a growing professional career that […]

Acknowledgement Lines for Call Center Agents

Acknowledging clients is a fundamental element of customer service, which should be given the moment a customer walks in the door or in the case of a call, an agent receives a call. In most cases a recorded script is used to acknowledge a call from a customer, which often explains that all agents are […]

Vocus Philippines

Vocus Philippines is a US based outsourcing company that concentrates in giving cloud-based marketing and public relations software that assist companies to aim and encourage consumers from different online and social network channels as well as other online media channels. The company provides consistent set of services that assimilates social marketing, search engine optimization (SEO). […]

Onward Process Solutions

Onward Process Solutions (OPSBPO Inc.) is a BPO company that especially caters small and medium sized enterprises to help them attain their objectives by providing modern solutions accessible and scalable to their operations. Onward Process Solutions serves as the strategic partner of SMEs for success. Onward Process Solutions closely coordinates and collaborates with its client […]

Kapaserv (Kapacor group)

Kapaserv (Kapacor group) is a business process outsourcing firm that provides comprehensive quality outsourcing services from back office operations, contact center services and media solutions for both local and global companies. Kapaserv Philippines was founded by Jose Manuel Lagdameo based on the principle of client’s satisfaction as the primary drive and motivation in creating and […]

Acquisix Philippines

Acquisix Philippines specializes in marketing to assist the high growth start-ups of global companies through the acquisition of new customers and retention of the most important customers. Following the Pareto principle, Acquisix call center learned to identify which of the market of client should it need to focus its efforts to ensure the best optimum […]

What is Positive Escalation?

Escalation is essentially a management strategy for attaining efficiency in solving problems by exhausting lowest resources so that the higher resources are used for more important strategic pursuits of the company. Escalation basically pertains to the elevation or referral of an unsolved problem to the next level from the lower level until it reaches the […]