Employee attrition is quite common in the call center industry. When you’re on the receiving end of customer complaints about hours on end, the job has a way of taking its toll on you. Of course, this is just a worst-case scenario. Being a call center agent has its share of challenges, but not many […]
How Customer Service Can Improve Customer Loyalty
There are no two ways about it: if you want your company to be successful for the long term, you have to put customer service at the forefront of your business efforts. For one, numerous studies show that when it comes to running a business, customer service takes precedence over everything else. Why? Because it […]
The Challenges of Hiring the Best Call Center Agents
Getting the top talent from the labor market is hard, and so is hiring the best call center, agents. As a business owner, you would want to be prepared for the tough competition ahead by knowing the many things to watch out for in recruiting the cream of the crop. Here are the top 6 […]
5 Ways to Help Your Call Center Agents Establish Good Work Habits
Good work habits move any business forward. Whether they are about small things such as keeping a desk clean to big stuff such as integrity, good work habits contribute to the productivity of the organization. This is especially true with call center companies where employees are asked to quickly learn the ropes of the trade, […]
How to Provide Feedback to Your Sales Agents Without Irritating Them
Providing constructive feedback to your sales agents is vital towards their success within your company. That is why, regardless of how many times you give them feedback, you need to make sure that the message is delivered in a constructive way. Otherwise, you’d only irritate them which can easily lead to the decline of their […]
Qualities that Customers Expect from Call Centre Outsourcing Agents
Customer support is very important to businesses who want to reach out to customers easily at any time. Live chat support, manned phone hotline numbers and even social media services are very convenient channels that customers can use to contact their favorite brand with less effort. Customer service through phone calls and social media can […]
Red Flags to Look For When Hiring a Call Centre
Looking for red flags before hiring a call centre isn’t just a good idea, it’s common sense. Considering how doing business with a low performing call centre can cost you thousands if not millions of dollars, you’ll be doing yourself and your business associates a favor by doing extensive screening before hiring a call centre. […]
3 Most Effective Guidelines When 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
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
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 […]
