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 […]
Most Effective 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
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 […]
Better Productivity and Workplace for Call Centre Agents
Attrition is very common in the Philippine call centre industry. Hiring, training and replacing agents in a short period of time accumulates more expenses. Poor agent retention can also affect production and call quality. Call centre agents that are happy with their jobs are less likely to resign. Looking after the well being of an […]
5 Tips to Improving Agent 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 […]
The Top 5 Mistakes that a Call Centre Agent Makes
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 […]
3 Questions That You Need To Ask Before Hiring A Contact Centre
Hiring a contact centre is essential for a brand’s increased customer service satisfactory rate. Everyday, thousands of call centre outsourcing companies post their services and claim to be the best. With the high number of these advertisements everywhere, it can be challenging to choose which among them can deliver. Hiring the right BPO can add so […]
