How to Grow Brand Loyalty Through Customer Support

Brand Loyalty

Your customers can get easily enticed with great products and services particularly when they are smartly packaged and marketed. However, what will make them stay loyal to your brand is when they receive consistently excellent customer support. When you have fans of your company, you get free advertising from their referral to their friends and […]

Read Between the Lines: Understanding Your Caller’s Behavior

Understanding your caller’s behavior

Dealing with frustrated customers over the phone day in and day out can be unpleasant and emotionally-taxing to many call center agents. Even so, a call center organization should make it a point to remind its employees to treat irate customers with patience and courtesy. Why? Because the company stands to lose a significant amount […]

Non-Negotiable Characteristics That Your Customer Service Team Should Possess

Customer Service Team

According to American Express, “A third of consumers (33%) cite ‘a rude or unresponsive customer service representative’ as the most likely customer service issue to influence them to switch brands or companies. Over one in four (26%) cite ‘being shuffled from representative to representative with no resolution of their issue’.” Another study conducted by NewVoiceMedia […]

5 Mindsets That Can Take Your Customer Service Team to the Next Level

Customer_Service

When pressure starts kicking in, the ability to remain calm and composed start crumbling down and we’d rather resign ourselves into believing that the situation couldn’t get any worse. Sometimes, you will be dealing with irate and overly-demanding customers and instead of having control over the situation—the situation controls us. In times like this, we […]

7 Unmissable Benefits That Your Company Can Reap From Great Customer Service

Great Customer Service v3

Whether it’s in your store, or through a call centre after a purchase, customers demand great customer service as part of their shopping experience. Growing the customer service aspect of your business requires investments of time and money, but the benefits resonate through every aspect of the company. 1.) Word of Mouth Marketing Customers who […]

3 Most Effective Guidelines When Coaching Call Centre Agents

Coaching Call Centre Agents

Intensive coaching and training are very important to make sure that an outbound and inbound call centre agent’s work is of top quality. When clients outsource to a Philippine call centre, the performance of the agents are assessed and strengthened through coaching and training for lesser errors or none at all. Administer consistent feedback to […]

Types of Quality Assurance Procedures in Call Centres

Quality Assurance Procedures

Philippine contact centres monitor performance with (QA) quality assurance procedures assessments. The methods are practiced to make sure that the services are of top quality. QA differ from company to company, accounts or even agent expertise level. However, assuring quality is necessary for all types of transactions no matter what type they are. Although there […]

The Types of Irate Callers and Ways to Deal with Them

Irate Callers

Customers seek the assistance of Philippine call centres for many reasons. More often than not, those who dial 1-800 numbers are subscribers who have issues and concerns that need to be fixed immediately. Almost every call centre agent in the Philippines has experienced handling a transaction from an irate customer. Times like these test an […]

Most Effective Call Centre Outsourcing Incentives

Call Centre Outsourcing Incentives

Incentives are a great way to motivate and reward employees. Outbound calls, tech support and customer service accounts are the bread and butter of Philippine call centre operations. The quality talent of local call centre agents is one of the reason why the country is considered as a reputable outsourcing destination. The goal of inbound […]

5 Tips to Improve Your Agent’s Communication Skills

communication skills

A Philippine Call Centre need agents with good English communication skills for them to provide excellent customer experience and interaction to callers. Inbound and outbound call centres in the Philippines are known for top quality agents. The most important qualification when hiring agents is their ability to speak and understand the English language. It is […]