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Articles about philippine top call center (0-50 of 84)

  • Steps To Great Customer Service
    By: James Stinson | - More and more companies are discovering the benefits offered by outsourcing contact centers to the Philippines. Even if these contact centers offer cheaper labor costs, superb customer service should never be forgotten along the process. To ensure this, the following steps may be undertaken.

    Empower the employees to work superbly. Excellent customer service is a matter of culture. If this culture is developed in the organization, well and good, it will reap its benefits in terms ...
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  • Philippine Call Centers And Government Support
    By: James Stinson | - The economic life of the country is always tied up with its political life. In the Philippines, the boom in the call center industry is being developed and supported by the government. In fact, the growth of the call center industry is in part because of the support of the Philippine government. Call centers provide an alternative for Filipino professionals to work in the country instead of working abroad.

    The call center industry has grown so much since 2001. Currently, there ar ...
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  • Outsourcing Call Center To The Philippines
    By: James Stinson | - By outsourcing call centers to the Philippines, companies and corporations in different countries all over the world can save as much as half of their costs in labor. The amount saved can then be diverted to capitalization and the development of additional resources that can be used by the company. Cost savings is but one of the potential of call centers in the Philippines. By outsourcing call centers to the Philippines, companies can take advantage of the excellent English skills of Filipinos a ...
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  • Outsource Your Call Center To The Philippines
    By: James Stinson | - The Philippines is being viewed as the second destination of choice for call centers all over the world next to India, which is the biggest player in the outsourcing industry. This is because of the cheap cost of labor in India coupled with the information technology skills of Indians.

    The Philippines, however, is quickly catching up with the gap because of the increasing labor in India and the increasing capabilities of Filipino call center agents and the technology skills needed ...
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  • Dealing With Customers On The Phone
    By: James Stinson | - Customers are the lifeblood of any business. Without them, the company would have no reason for existence. Hence, the customers should be treated as courteously and as special as possible. In Philippine contact centers, this is being practiced so that their clients would be as happy as their contact center agents are.
    Customers would also do well to understand the customer service process on the phone. This way, they would be able to deal with phone officers better with their expectation ...
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  • Technology And People For Excellent Customer Service
    By: James Stinson | - Customers are at the heart of the products or service being provided by companies and organizations worldwide. As such, customers need nothing but the best customer service there is. This is also the reason why the Philippines is being considered as a prime destination for offshore call centers. They are inexpensive yet at the same time, the level of service being delivered is excellent. Because of this amazing level of service and the cost savings generated by companies, call centers in the Phi ...
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  • What Makes Philippine Call Centers Dynamic?
    By: James Stinson | - The global market for outsourcing and offshore services is very competitive. Yet, Philippine call centers and other outsourcing companies are able to grab a bigger percentage of the world market since the year 2000. The good results for the country are the economic boom being experienced and the increase of job opportunities for the labor force.

    Call Centers have sprouted everywhere in Metro Manila. Most of them are located in business centers such as Ortigas Center in Pasig, Eas ...
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  • Call Centers And The Situation Of The Philippines
    By: James Stinson | - As a developing country, the Philippines is prone to several political and economic instabilities. The world often hears about a bombing in Metro Manila, terrorist activities in Southern Philippines or even coup d etat here or a mutiny there. As a result, tourists and visitors to the Philippines often get discouraged to push on with their trip. In worst cases, this image of the country as politically and economically unstable undermines its drive to enhance its image as the destination of choice ...
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  • Professional Development In Philippine Call Centers
    By: James Stinson | - There are several people in the Philippines and elsewhere in the world who consider call center careers as a last option career direction. These people tend to have lofty dreams for themselves. Not only that, they expect to land in the best jobs with the littlest effort possible. Such kind of wishful thinking does not work at all.

    There are also people who view the call centers and the business process outsourcing industry negatively. These people need to take a different perspect ...
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  • Competitive Advantage Of Philippine Call Centers
    By: James Stinson | - The call center industry in the Philippines is on the go. After its humble beginnings, it has become one of the primary industries showing strong growth potentials and revenues. As such, it has helped provide jobs for Filipinos and at the same time enabled companies all over the world to save as much as 50% to 60% on their labor costs. What made the industry achieve such a great growth rate in less than ten years?

    Philippine call centers provide support in business operations and ...
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  • Philippines In The Outsourcing Market
    By: James Stinson | - Although India has been found by Duke University to be the preferred provider of call center services, most companies from the United States and other developed countries have discovered the Philippines as a very good alternative. This is because of its low cost and its army of excellent call center professionals.

    Business operations in developed countries require skilled workers who have the capability in working with computers while at the same time talking with customers on the ...
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  • The People Behind Philippine Call Centers
    By: James Stinson | - Jobs at Philippine call centers have been filling up like hotcakes. There has been continuous recruitment and hiring since the birth of the call center industry in the Philippines more than five years ago. From a measly number of a few thousand employees in the year 2000, the call center workforce in the Philippines has grown exponentially and grew to 200,000. That is an amazing number of employees yet as the sector grows in the next few years, this number is even expected to increase to around ...
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  • Improving Call Centers In The Philippines
    By: James Stinson | - The IT outsourcing industry in the Philippines is not as robust as the business process outsourcing industry. This is because it does not have a high number of IT graduates to fill the need of the market. Yet, the imperative of the industry is for IT companies to deliver IT projects from various clients from all over the world that are considered high quality. Such projects should also fit within the budget of the clients and the time frame that they specified.

    There are now a lot ...
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  • The Philippines And The Global Outsourcing Market
    By: James Stinson | - Large scale enterprises are not the only ones who have discovered the benefits of outsourcing their business processes. In fact, because of the leaps and bounds made by the Internet, even small and medium scale enterprises have joined the outsourcing bandwagon. As a result, they are raking in millions of dollars in terms of productivity outputs and cost savings. More often that not, these companies found in developed countries outsource their business processes to developing countries, where lab ...
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  • Cultural Training In Philippine Call Centers
    By: James Stinson | - One of the difficulties in providing cross-cultural customer service is, well, cultural barriers. Oftentimes, there are connotations of words, metaphors, and idioms that are not being shared by different cultures. Thankfully, however, Philippine call center agents are very adaptable. It helps that ten percent of the whole Filipino population is working abroad. As such, Filipinos in general do have access to different cultures in the Middle East, in Europe, and in the United States among others. ...
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  • Dealing With Irate Customers The Filipino Way
    By: James Stinson | - Thomas, a call center agent in Manila greeted the customer and he was greeted back with a shout from the customer: Ive been ten minutes on the phone and I have an urgent concern! (curse!) I dont like your product!

    For a seasoned agent in the call center industry, such an incident is already commonplace. Even the best of products and services may experience occasional problems and glitches. As such, it would be important to get the assistance of customer service. Thomas and a whole ...
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  • Empowering Philippine Call Center Agents
    By: James Stinson | - In the drive to improve performance and the bottom line, organizations, call centers include, tend to forget that their people are their best resource. It is good to bring in addition resources, motivate people to perform more or sell more. Without the necessary motivation, however, all of these will just fall on barren soil and will not yield richly.

    The call center industry in the Philippines has been investing on its most important resource people. They are the ones on the fron ...
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  • Information Security In Philippine Call Centers
    By: James Stinson | - The Internet has promoted the interconnectivity and enhanced communication among people who may be located on the other ends of the globe. Through emails and Voice over Internet Protocol, it has become cheaper for a person in the United States to call a person in the Philippines. This has made it possible for the customer service of multinational companies to be outsourced to another country such as the Philippines. Off-shoring has made it possible for companies to save money on their labor and ...
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  • Employing Filipino Call Center Agents
    By: James Stinson | - Philippine call centers are on the lookout for the most excellent agents in the country. After all, it is a very competitive field. Fresh graduates of universities and colleges in the Philippines usually troop to call centers to get their first jobs and start developing their careers. Even professionals who are already in mid-life make the transition to the call center industry because of the prospect of better pay and better opportunities, and who can blame them for doing that?

    G ...
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  • The Call Center Culture In The Philippines
    By: James Stinson | - Manila is very much alive by night. Were not talking about the Red light district. Rather, the lights are thrown by high-rise buildings hosting a number of call centers in major business districts in the Metro. Most of the clients of call centers in the Philippines are located in the United States and other developed countries, usually in the West, that is why the operating hours is usually at night.

    Call center agents tend to be night owls. Thankfully, Philippine call centers off ...
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  • Supporting Call Centers In The Philippines
    By: James Stinson | - The call center industry in the Philippines rests on a number of pillars supporting it, making it possible to rake in millions, if not billions, of revenues. After all, the industry can never exist in a vacuum. Through the support it is receiving both inside and outside the call centers, it is able to navigate through difficulties and rise to be one of the prime industries in the Philippines.

    The call centers number one support comes from its agents who tirelessly render their ser ...
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  • Offshore Call Center: Destination Philippines
    By: James Stinson | - Developed countries have higher standards of living. It follows also that the salary level of employees there should be high as well. This is a marked difference in developing countries, where the standards of living are lower. In addition to that, there are currency differences, which make it possible for people in the developing countries to earn more if they receive dollars. In the Philippines a large percentage of the population has decided to work abroad so that they can earn more and help ...
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  • Business Process Outsourcing And The Philippines
    By: James Stinson | - As of now, the Philippines is considered as second only to India in providing business process outsourcing services in the world. The Philippines, however, is quickly catching up to bridge the gap. As the need for cost-cutting measures of developed countries continue to diversify and increase, the Philippines is set to take the lead in the outsourcing industry. In fact, the government is very busy in attracting investors from different areas of the world to bring in capital flows into the Philip ...
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  • Why Professionals Join Philippine Call Centers
    By: James Stinson | - As eight-to-five employees go out of their buildings and get a ride home, young Filipino professionals dressed in a combination of slacks and collared shirts or even jeans and shirts troop to the skyrise buildings in Makati or Ortigas. Armed with their spill-proof canisters and their good English language skills, they enter their offices with pride and dignity.

    There are people who look with derision at the call center industry as well as at the professionals who choose to work fo ...
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  • Good English Skills In Philippine Call Centers
    By: James Stinson | - Even as early as preschool, Filipinos already receive instruction in the English language. This continues well into grade school and high school. By the time they graduate from elementary, most students in the Philippines are already proficient of the English language and are able to express themselves and communicate in this language. Although Philippine English accent tend to be close to the American accent, there are regional influences, which make Philippine English accent distinct.
    ...
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  • Training Philippine Call Center Agents
    By: James Stinson | - Getting into call centers in the Philippines requires confidence, College education, good English communication skills, and customer service skills. These capabilities are all gauge and examined in the recruitment process in Philippine call centers. Although this process is not easy, those who are truly good can enter the call centers and start a financially-rewarding career.

    Getting into call centers, however, is but a step in the process. It is also equally important to develop ...
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  • Recruitment Of Philippine Call Center Agents: An Inside Look
    By: James Stinson | - To facilitate the needs of the corporations that secure the services of Philippine call centers, they need a large number of employees. Yet, call centers cannot simply hire anyone with good English skills. Decidedly, English skills are important but this should also be coupled with a lot of other things such as ICT skills, and good customer service. In this regard, Philippine call centers have dynamic human resource management personnel to facilitate the recruitment, training, and even retention ...
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  • The Essentials Of Good Customer Service
    By: James Stinson | - For some people, customer service seems to be an insurmountable job. For Filipinos working as contact center agents, however, customer service easily becomes second nature. This is because the culture of Filipinos is generally hospitable and they treat visitors (or customers) with utmost respect and with the best treatment that they can.

    The following principles are usually followed by contact center agents in the Philippines whether they are talking with fellow Filipinos or custo ...
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  • Telemarketing And Philippine Call Centers
    By: James Stinson | - More and more Filipinos are going to other countries to look for work and earn for themselves and for their families. It is estimated that around eight million Filipinos are abroad. However, due to the increasing popularity of outsourcing and the Call Center industry in the Philippines, more young professionals are choosing to work in the Philippines and be with their loved ones. One of the tasks that Filipino call centers do is telemarketing. In fact, when the call center industry was starting ...
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  • Philippine Call Center Prospects For Growth
    By: James Stinson | - The Call Centers in the Philippines and the entire Outsourcing industry has very good prospects in the next few years. In fact, the outsourcing industry has been considered as the sunshine industry in the whole Philippines. This trend will continue as multinational corporations and even small and medium enterprises in the United States and other countries of the world outsource basic services to the Philippines.

    One of the reasons why these companies continue to use the services ...
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  • Performance Of Call Centers
    By: James Stinson | - Call centers in the Philippines are always on the go in ensuring that they deliver excellent performance. This has led to the tremendous growth of the call center industry in the Philippines. In fact, the Philippines is now considered as the destination of choice of offshore call centers all over the world. This is not only because of the cheaper labor costs but also because of the excellent English and ICT skills of the labor force of the Philippines.

    Filipino call center agents ...
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  • The Call Center Industry In The Philippines
    By: James Stinson | - Due to the cheaper labor costs in the Philippines, it is considered as a preferred business location for call centers and other business process outsourcing companies all over the world. In fact, since year 2000, the call center industry has been growing very fast in the Philippines, mirroring the global trend in the growth of contact centers all over the world.
    The Board of Investments of the Philippines has put the growth rate of the call center sector to 100 percent per year since the ...
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  • What Is A Call Center?
    By: James Stinson | - When you call queries about any product such as soap, food, or when you want to check your phone or credit card balance or even make a complaint about a service you received, your call will be directed to a contact center, which most likely will be located in the Philippines or another country providing such kind of services. But what are call centers really?

    To put it simply, a call center is a place that houses a number of employees for the purpose of providing customer service ...
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  • Irate Customers And Contact Centers
    By: James Stinson | - There are a number of reasons why customers who call contact centers become irate. The number one reason of course is dissatisfaction with the product or service that they receive. But these problems may be easily remedied with good customer service. Without these, the customer may transform into a phone monster because of a rude phone officer or because of inappropriate handling.

    Customer service officers from the Philippines have been dealing with a number of irate customers si ...
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  • Training Contact Center Agents For Good Customer Service
    By: James Stinson | - There are a huge number of frustrated customers in the world today. Granted that there are power interruptions, unavoidable circumstances, and even terrorism and sabotage these may compromise the delivery of services promised to the customers. What is inexcusable, however, is when customer service fails to deliver! Instead of helping customers deal with their issues, they might become even more irate because of the customer service that they receive.

    Customer service, which come ...
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  • Getting Value For Your Money: Freelancer Or Affiliate Company
    By: James Stinson | - Outsourcing has changed the landscape of business all over the world. Through the Internet, it is now easier to get a freelancer or an affiliate company abroad to fulfill the different needs of your company from writing marketing copies, creating company logos or the actual website of the company.

    You just need to make a choice between a freelancer and an affiliate company to do the jobs you need. Affiliate companies are usually located overseas and tend to be composed of at leas ...
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  • Honesty And Good Phone Customer Service
    By: James Stinson | - Customer service on the phone is more challenging than a face to face encounter. Whenever a customer feels unhappy about the product or the service being provided to him, the only clue that the phone officer will get would be the tone of the voice of the customer and the words that he uses. If the phone officer does not listen well, the customer will remain angry and might never use the product or the service again.

    Although there are regional accents and language and cultural ba ...
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  • The Truth About Call Centers
    By: James Stinson | - Even though call centers are helping developing countries such as the Philippines stay competitive in the global economy, there have been a lot of criticisms directed against call centers in general. Critics say that the work atmosphere of call centers tends to dehumanize the employees. This is because the employees have to work on graveyard shift in servicing clients overseas, particularly in the United States. In this case, call center agents in the Philippines has to stay up from 8 pm to 5am ...
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  • Etiquette For Customer Service On The Phone
    By: James Stinson | - Technology has made it possible for customers to come in touch directly with customer service officers. Phone lines, email, fax and other forms of communication have been developing in the past few years and are now being utilized by companies all over the world in providing effective customer service.

    In the Philippines, contact center agents are becoming a new breed of professionals delivering cutting edge service to customers from all over the world. This has been made possible ...
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  • Technology And Organization Of Call Centers
    By: James Stinson | - Contact centers do not only use the computer and the telephone in conducting their day-to-day affairs. Rather, they make use different technologies in ensuring that the customers enjoy the best kind of service there is. For example, the computer and the telephone has to be integrated, hence, there should be a program handling that. In addition, the options available when a customer calls a number have to be programmed through the interactive voice response system.

    These technologi ...
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  • Workforce Management In Call Centers
    By: James Stinson | - Due to the complexities of the task faced by call center agents, several strategies of managing them have been developed. Agents have to be monitored for quality control. In this regard, there is a set of criteria being used to evaluate the call handling of the call center agents. Such criteria usually include attendance, the average length of time of handling calls, and most importantly, the kind of service provided by the agent to the customer. The advice given by the call center agent should ...
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  • Contact Centers And The Philippines
    By: James Stinson | - The Philippines has been one of the favorite destinations of companies all over the world to provide contact center services. And why not, contact centers in the Philippines have proven that it has the capacity to deliver excellent customer service and maintaining the level of service agreed upon by the contact center company and its clients. Whether in the area of sales, customer service, technical support and other kinds outsourced customer service, the Philippines is a booming destination for ...
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  • Philippines To Be Number One Outsourcing Site
    By: James Stinson | - In 2000, only four Business Process Outsourcing (BPO) companies were operating on Philippines shores; and there were only about 2,500-plus call center agents manning the lines. Within seven years, that population has grown exponentially with more than 120 BPO companies requiring more than 200,000 agents at any given time.

    The Philippines is gradually becoming one of the most sought after BPO site in the global market. It has surpassed all market expectations, and outsourcing compa ...
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  • Technology And Customer Service
    By: James Stinson | - The level of technology is not the main criteria for assessing the effectiveness of a companys customer service. True, there may be more avenues for customers to contact the company through modern technology. Yet, in the end, the technology available, the brand, the advertising campaigns and even the feisty salespersons do not matter the bottom line is that the problems of the customer should be solved.

    There are a number of benefits that technology has offered to business all o ...
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  • When Enough Is Not Enough: Delivering Extraordinary Customer Service
    By: James Stinson | - Business climate is always changing. Products and services come and go. Due to advances in technology, there are businesses that close their shops because they are no longer relevant to the market. Even if a product is still very much in use, there are a number of innovations in the market that can turn the tide of competition to the organization that is willing to make changes and innovate. However, even in the case of good products and services, there may still be some organizations that thriv ...
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  • Bring Down The Cost Of Outsourcing
    By: James Stinson | - India is being considered as the number one destination for companies that want to outsource their business processes. This is partly because of the cheap labor at India. However, the wage rates in India have been rising recently because of the saturation of the market by the outsourcing industry, thereby affecting the level of cost of Indias outsourcing customers. This will have serious effects on the viability of the said industry in India, as well as the development of this industry in other ...
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  • Chat Support In The Outsourcing Industry
    By: James Stinson | - If you think that live chat is only used for social networking, you are badly mistaken. Some technologies such as instant messengers and even Voice over Internet Protocol are being used by people all over the world to communicate and maintain their relationships even across the distance.

    Yet today, businesses are now recognizing the importance of these technologies as a means to improve customer service. As long as a company employee is able to type at least 30 words a minute, th ...
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  • Outsourcing Data Entry Services
    By: James Stinson | - Passion is very important for a piece of work to be done. When you are passionate about the work that you are doing, chances are, you enjoy it and at the same time youre doing it excellently. What a beautiful world it would be if everybody is doing what he or she is passionate about. In the real world, however, there are different kinds of jobs that are difficult to do yet they are very crucial for the business.

    One of these kinds of work is data entry. It is very mundane, it requ ...
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  • Bring Down The Cost Of Outsourcing: Outsourcing To The Philippines
    By: James Stinson | - Although India is one of the biggest players in the outsourcing industry due to the cheap cost of labor that it offers, the wage rates in the said country has been on the rise. As such, companies that are outsourcing their business processes are now looking at other options so that they can still maintain their leverage and the benefits that attracted them to outsource in the first place. By looking beyond India, other countries in Southeast Asia such as the Philippines may become viable options ...
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  • How Outsourcing Can Help Your Business
    By: James Stinson | - It seems as if all kinds of business ventures can now profit from outsourcing: that process of sending out non-core company projects to overseas service providers. Business Process Outsourcing or BPO can be translated as seeking the services of consultants, independent contractors or freelancers that can do specific tasks with which the primary company has no immediate access to due to either financial or time constraints. Outsourcing entails basic know-how of this kind of transaction especially ...
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