The decision to avail customer service outsourcing services is a question that even hospitality businesses face. Some may see it as an absurd decision because the kind of services that hotels and restaurants deliver entails physical presence and contact with customers.
Perhaps every Philippine call center has applications that handle data analytics in place to gain customer insight and study employee performance. From the information contact centers gather, they are able to fine-tune their customer service approach according to how their customers want the service to be delivered. Simultaneously, they identify agent performance areas that need […]
Before answering the question, let’s first define MSP. Short for managed services provider, an MSP is a third party contractor that supplies equipment, applications, and services to businesses. MSPs cover a wide range of services, including tech support outsourcing, HR processes, communications, and databases. Companies with largely network-based activities could benefit from an outsourcing partnership […]
Social media marketing will be better than ever in the largest social network today. With Facebook’s newly launched Business Manager, marketers can handle multiple campaigns using one interface.
Aside from greeting and parting with customers using the language they speak, what should a multilingual call center agent do to make the phone conversation go smoothly? There is a universal rule that all contact centers must follow: never be rude. Customer service representatives must always exude courtesy when on the phone with a customer. […]
Philippine call center companies use analytics to anticipate the needs of their customers and keep them happy. From reports on customer reception, employee performance, and even tool effectiveness, they are able to elevate the service they deliver to their market. Call centers use applications to collect, study, and track the information they need in pulsing […]
Self-help options prove to be beneficial to call center operations. They have similar and varying advantages to different types of voice service. Technical support call centers, for example, solve issues such as ticket overflow, communication difficulties, and uneven ticket allotment through self-service solutions. A multilingual call center can also gain these benefits, but more than […]
Almost every call center in the Philippines collects and analyzes customer experiences with brand representatives to meet each customer’s own expectation from the company. In doing so, a call center strengthens customer loyalty and increases market satisfaction. This process is called experience management (CEM). Customer experiences come from interactions with your companyโthrough purchases with your […]
Addressing the need for more secure and favorable working conditions, the Department of Labor and Employment (DOLE) along with the Information Technology-Business Processing Association of the Philippines (IBPAP) will sign a two-year joint action plan and landmark partnership agreement benefiting Philippine call center workers.