Advantages of Strengthening Workplace Culture in Contact Centers

Contact Centers

In our advocacy towards providing nothing by the best customer support to our clients, we continuously maintain an outstanding degree of quality service for our customers. One of the main reasons why we are able to do such is because of the strong and positive workplace culture that we hold in our company. If you […]

Three Incentive Strategies to Boost Call Center Agent Productivity

Three Incentive Strategies to Boost Call Center Agent Productivity

One of our practices as a solution-oriented outbound call center is to provide quality service not only to our customers but also to our employees as well. Providing attractive incentives to our agents not only shows them how much we appreciate them for their excellent performance, but it also motivates them to maintain their drive […]

The Advantages of Call Backs in Delivering Excellent Customer Service

Advantages of Call Backs

There are a plethora of problems that you can encounter when receiving calls from your customers. However, as a customer service provider, one of the worst things that you can do is to place your customers on hold for such a long period of time, that they’ll end up hanging up. The good news is, […]

Applying Team Dynamics in the Workplace

Team_Dynamics_1

The call center industry has blown out to such a  massive scale. The manpower alone in this sector started with a headcount of 1500 during the year 2000 and drastically increased to 60,000 in the year of 2005, according to Alava’s study. Given these figures, the industry must strive to maintain cohesiveness and unity within the […]

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 […]

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 […]

5 Tips to Improving Agent Listening and Communication Skills

Listening and Communication Skills

Careful assessment and listening is essential in every customer service department. Successful calls are the result of an agent’s effective communication and listening skills. When Philippine call centre representatives possess these skills, customers become comfortable and will feel important. Excellent listening and communication skills are highly practiced and encouraged among inbound and outbound call centre […]

Why Philippine Call Centres are Leading the Outsourcing Industry

Philippine Call Centres

Philippine call centres are leading the business process outsourcing industry race in the ASEAN (Association of Southeast Asian Nations) according to a recent news. It is not surprising that Call centre Outsourcing in the Philippines has been very successful or the last few years. Here are the reasons why Philippine call centre outsourcing facilities have […]

Good Call Centre Leadership Part 1

call centre capital

The productivity of a Philippine call centre depends on it’s employees and how they deliver customer service. But it is the managers and team leaders who make up the overall success of the operations, employees and everything else. 1. Be the mentor Not everyone gets the job done right the first time. If your call […]

How to Create a Positive Work Atmosphere in a Call Centre Outsourcing Company

Call Centre Outsourcing Company

More often than not, call centre outsourcing companies exert great efforts to guarantee favorable results to please their clients. Customers are prioritized and made sure they are well taken cared of through the Philippine call centre’s customer services being offered. Happily employed individuals are great at giving excellent customer service. So it is essential to […]