Customer retention seems to have acquired a different meaning in the call center field where it’s generally defined as any activity that a company undertakes to keep customers from leaving. In firms that deliver inbound call center solutions in top outsourcing hubs like the Philippines, retention activities can be as specific as talking customers out […]
In some companies, all customer engagement activities, including those handled by outsourced call center support services, are strategized and managed by the designated Chief Customer Officer. Businesses attest to this role’s contribution to their success. Does this mean that you need to hire one too?
Today’s tech-driven industries have made multi-channeling a must for customer service delivery. This is exactly why web-based tools are indispensible for business process outsourcing (BPO) firms that offer call center support services. Contact centers benefit from non-voice technologies to manage call volume and provide customers convenient points of contact at the same time. But are […]
Aligning customer service and marketing is an often-emphasized move that many businesses swear by as the secret behind success. Any call center that operates inbound customer service in the Philippines is aware of this universal rule, but how exactly does a business process outsourcing (BPO) firm put this into action? These features that you probably […]
Data released by the Philippine Statistics Authority (PSA) revealed that the Philippine government extended more than P100 million to various activities promoting business process outsourcing (BPO), including programming and call center training for Philippine BPO firms. According to the PSA, the BPO industry received a P119.1-million subsidy in 2012. A staggering P118.8 million was awarded […]
Social media marketing experts may soon readjust their strategies, as two of the biggest and most popular social networks today are setting sights on onsite shopping functions right on their respective interfaces.
Customer feedback is among the most valuable bits of information that a contact center should collect. In fact, clients should include effective feedback gathering methods as one of the criteria a vendor must possess before they consider outsourcing to a call center in the Philippines or any top outsourcing destination. This is because the capability […]
Contact centers in the Philippines use quality assurance (QA) methods to ensure that the services they deliver are of top-caliber. The methods can vary from firm to firm, and each company may develop a QA strategy that’s unique to their clients, business model, or approach. There are, however, time-tested methods that any call center can […]
When you take customer engagement to social media, you probably have one aim in mind: to get your posts shared. It s the purpose of most social networks in the first place, and social sharing is also what makes brands thrive online. The more people share your posts, the better exposure you get from the […]