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 …

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 …

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 …

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 …

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 …

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, …

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 …

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 …

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 …

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 …