Quality monitoring systems and performance evaluation programs are established in every call center in the Philippines to make sure that client expectations and campaign goals are constantly met. System updates and new skills training are regularly done to guarantee favorable results, especially in terms of agent performance.
The period that transitions an ending year to a new one is crucial to call centers in the Philippines not only because call volumes peak during the holidays but also because business performance at this time decides trends and predictions for the coming year.
A fundamental aspect of customer service is effectively handling upset customers, as their satisfaction and loyalty can have a significant impact on the overall reputation and profitability of a business. The representatives from your call center in the Philippines must know how to calm them down and offer the right kind of assistance. That’s why […]
A survey conducted by professional services firm Towers Watson revealed that salaries in Asia are expected to rise in 2015, with the Philippines expecting 7% growth following the employment boost brought by Philippine call centers.
Philippine call centers have been adapting web-based tools and using them as non-voice customer service channels in order to keep up with growing customer demands. Aside from the phone, it s now typical for contact centers to welcome and address queries via email, live chat, social media, SMS, and even mobile apps.
Among the myriad channels at your disposal, social media emerges as a dynamic arena where customer interactions transcend mere transactions. It’s not just about having a presence—it’s about creating meaningful connections, addressing concerns promptly, and showcasing your commitment to customer satisfaction. Although the phone remains to be a focal contact channel for reaching businesses, web-based […]
When we mentioned in a previous blog post that every Philippine call center must ace customer service because it impacts sales, we meant incorporating customer service values in all sales and marketing activities you carry out. A sense of customer service must be present in every profit-generating initiative. You must display a genuine intent to […]
Social media has immensely benefited startups and small businesses all over the world by giving them a special leverage to gain prominence and foster customer relationships. Brands are no longer limited to offering customer service through traditional means such as partnering with an outsourced call center in the Philippines. This multi-channel approach enables business owners […]
If there’s a saying that every call center in the Philippines should have its employees take to heart, it should be the one from renowned Swedish businessman, Jan Carlzon. In his wise words, the former CEO of business analytics and intelligence company SAS summed up why every role in a company impacts customer satisfaction.