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 […]

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 […]

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


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


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 […]

The Top 5 Mistakes that a Call Centre Agent Makes

Call Centre Agent

Good etiquette is very important especially when talking to someone on the phone. The proper use of etiquette is more than just good manners, it is the first step to delivering excellent customer service. Philippine call centres not only train their agents useful English and product skills but with courtesy as well. It is common […]

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 […]

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 […]

How to Increase Sales for the Year 2014

Increase Sales

If you want to boost sales and customer service ratings this 2014, hiring a call centre outsourcing team is a wise choice you can do for your business. Call centre outsourcing companies are able to provide services that can help with your business solutions. Voice calls alongside other types of communication channels can boost your […]