Multisourcing is one of many business process outsourcing (BPO) trends that have been shaping the Philippine call center industry in the past few years. Although not an entirely new practice, having several vendors providing different or related services to one company has gained recent popularity due to several factors.
Multi-channeled customer service is what most clients expect a call center in the Philippines to have before they could finalize their decision to outsource their business processes there. Given how almost every business transaction and consumer engagement now takes place in the digital realm, it s only natural for companies to seek this capability in […]
Philippine call centers deliver customer service according to industry benchmarks and best practices that apply to all types of consumers. This includes expert buyers, common users, power purchasers, and both tech-savvy and traditional consumers. While there’s a list of standards that firms must follow in order to do customer service right, there still needs to […]
Social media has long been integrated in the digital marketing strategy of many brands as early as the mid-nineties, but experts are only seeing social networking activities to dominate the e-commerce world in 2015 and the next few years to come.
Customer service language that speaks directly to the hearts of a brand’s diverse clientele is the key to unlocking unparalleled customer satisfaction and unwavering brand loyalty. This is why language and speech training is a significant part of every call center in the Philippines. Trainers make it a point to set the right tone and […]
Networking is a time-tested way of finding possible partners and clients who could help grow your business empire. Whether done on your own or through a provider of business process outsourcing (BPO) services in the Philippines, networking usually follows these standard steps: follow leads, attend events, exchange contact information, follow up.
Financial fraud is one of the threats that a Philippine call center should be prepared for if it s handling accounts under the banking and finance industry. And it s not only because financial services deal with sensitive client information, but also due to the fact that contact centers are vulnerable targets of fraudsters.
Customer service experts have been dubbing 2015 with many labels. For some, it’s a time for stepping up the game in terms of service speed, while others foresee it as a year of experimentations for the betterment of consumer experience. Even in the past few years, however, every company’s customer care unit and call center […]
As a company that lives and breathes with conversations, every Philippine call center knows the value and impact of words in determining the quality of the service it delivers, as well as the satisfaction of the customers it serves. Depending on their focus, contact centers typically follow a guideline about the words they should and […]