Latest BPO Trends that You Need to Know

Latest BPO Trends

Today’s customers are very different from the ones in previous decades. They are more empowered, connected, and informed about the products that they buy and possess. Hence, their taste and needs have changed significantly, shaping the way they demand from companies that they choose to patronize. Therefore, the challenge for BPO companies is to only […]

5 Tips When Cold Calling Millennials

cold calling millennials

Millennials get quite a bad rap. Most think of us as iPad-toting hipsters who think highly of ourselves and take selfies all day and watch cat videos at every opportunity. With that image in mind, it’s easy to assume that most millennials would be too distracted to pay attention to what a telemarketer is saying […]

3 Reasons Why Emotional Intelligence is Important in Call Centers

Emotional Intellegence

Emotional intelligence is defined as the skill of discerning your feelings and that of others, and using emotional cues to guide your own behavior, thoughts, and decisions. For business-owners who are running a call center, having emotional intelligence is important. For one thing, you are dealing with many people day in and day out. You […]

Four Reasons Why You Need the Blended Cloud CRM

blended-cloud-crm

A blended cloud CRM is an excellent solution to increase flexibility to inbound and outbound work groups for your business. Also known as a blended call cente, a blended cloud CRM combines telephony, automated call dialling, and inbound and outbound operation of your call cente. A blended cloud CRM is one of the most efficient […]

How to Help Your Team Cope with the Negativity When Working on Toxic Accounts

Working on Toxic Accounts

Your team’s performance hit rock bottom. You’re not meeting quotas, the negative feedback that you’ve been getting from your customers are off the roof, and your team as a whole is starting to breakdown because everyone is overwhelmed. You then say to yourself, “working on a toxic account is really frustrating…” I don’t blame you. […]

Phililippine Call Centre Client Retention

Call Centre Client Retention

A 1-800 number usually redirects their customers to a representative working in a Philippine call centre. Customers who seek assistance through these channels expect only one thing – excellent customer service. Customers want their issues resolved in minutes and by only one person. If they wanted to find answers themselves, customers would’ve gone to a […]

Handling Call Issues in a Philippine Call Centre

Handling Call Issues

Call Centres in the Philippines are considered efficient and effective if they strive for excellent customer service. The customer service strategy will succeed if its planning and implementation is done correctly. Philippine call centres follow strict guidelines to carry out the best strategies to fit the customers needs. Guided Information Customer service representatives provide customers […]

Dealing with Problem Employees at a Call Centre

Problem Employees

Philippine call centre team leaders, managers, human resource, trainers and coaches are some of the busiest people in the industry. Unlike call centre agents, they do not end their responsibilities and leave them behind at work when the day ends. Administration, as what they are usually addressed to, have to deal with reports, etc and […]

Implementing Customer Service

Implementing Customer Service

Customer service in an actual store and a Philippine call centre do not have that much of a difference. From the minute customers come in the establishment or hear the call centre agent’s voice or chat response, they are expecting to receive the service they need until their inquiry gets resolved. The expectations of customers […]