The Philippines - Leader in the Outsourcing

By Roberto Bacasong
Company Writer
Call Center in the Philippines

Proving that the Philippines is the best in the world when it comes to the outsourcing industry, three of its cities were identified as among the "Top 50 Emerging Outsourcing Cities" worldwide by the Global Services and Tholons.

Making it to the big wave are the cities of Cebu (No. 4) Pasay (23), and Baguio (36). Tholons said they evaluated the viability of existing and potential outsourcing destinations consists of a host of measurable and pre-determined metrics and variables that impact a location's services landscape.

In this city selection criteria, an exhaustive set of data points add up to a broad set of categories, which ultimately provide an aggregate city score. The selection process was based on scale and quality of workforce, business catalyst, financial, infrastructure, risk environment and quality of life.

It is highly recognized that the Filipino BPO city provides services such as customer services, technical support, help desk, data entry and processing, medical transcription, insurance processing, book keeping and accounting, legal, taxation and back-office transaction processing.

To date, 80,000 sq. meters are presently occupied by at least 17 BPO companies in Cebu. Office lease rates in the city on an average are $6.7 per sq. meter per month. Cebu City is also known as an education center. It has 68 public elementary schools, 23 national high schools and 28 night high schools. Literacy rate in the city stands at 97 percent. Many foreign students, mostly Iranians, Koreans and Nepalese, also come to this city to study since education is relatively cheaper. Infrastructure in the city is quite strong which include Cebu City's Mactan-Cebu International Airport has direct flights to Hong Kong, Singapore, Japan, China, Malaysia, Taiwan, Qatar and South Korea.

The excellent quality of life (cost of living around 75 percent lower than the U.S.A.) in Cebu city translates into better quality of workers and low employee turnover.

The facilities found in Cebu can host enough contact centers making as prime destination of the contact center companies outside Metro Manila. The city can produce higher number of graduates and the place is friendly to investor.

Beth Lui, the Philippine Country Manager for Accenture, rationalized their expansion to Cebu City, a significantly smaller city yet equally capable labor force as compared to Manila. "Cebu alone is a small province. We will have to draw from the neighboring provinces as well. There is a need to create a hub of talent," says Ms. Lui.

In a separate development, Manila garnered as Top 5 Outsourcing Cities along with the cities of Bangalore, Delhi, Mumbai, all in India; and the city of Dublin in Ireland.

"We don't see these mature, well-established cities that have been servicing the global corporate world for over a decade, going away from the outsourcing map. But we do see them as Western companies' obvious choices for sourcing IT and BPO services," Tholons said.

The study cited that Metro Manila and Cebu City were among the top choices for contact center services as well as finance and accounting. Manila excelled mostly in legal services while Cebu City was recognized in human resources.*

Overcoming Call Center Stress

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

Working in a call center environment can be hurled with so much stress. Call center agents worldwide especially in the Philippines mostly complain this manic behavior which they encounter from their customers. If you ever worked in any call center, stress is always on top of their concerns on how to handle it on a daily basis. Customers, especially the Americans are very hard to deal with. They often display their rudeness to the agents, and unfortunately, racism is typically high.

According to the web, stress is defined as: constraining force or influence: as a: a force exerted when one body or body part presses on, pulls on, pushes against, or tends to compress or twist another body or body part; especially : the intensity of this mutual force commonly expressed in pounds per square inch b: the deformation caused in a body by such a force c: a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation d: a state resulting from a stress; especially : one of bodily or mental tension resulting from factors that tend to alter an existent equilibrium (job-related stress).

In another simple definition, stress is the emotional and physical strain caused by our response to pressure from the outside world. Common stress reactions include tension, irritability, inability to concentrate, and a variety of physical symptoms that include headache and a fast heartbeat.

Many of us are suffering from stress. This can be triggered with a lot of factors in which our job related activity is one of the many causes of this psychological behavior. Call center agents both inbound and outbound services will encounter a lot of insulting comments from their customers. The agents are also berated and questioned their incapacity to give technical solutions demanded by the irate clients. Not contented, the foreign customers will say: "You Filipinos fu**!!", or, "You Filipinos suck!" This is the reality in the call center and beyond. Though call center employees in the Philippines are receiving attractive benefits, they are bombarded with heavy psychological problems especially stress.

The greater number of unhappy customers that the agents may receive in their 8-hour working period is considered stressful to them. Why? The agents may get tired of taking calls of thinking that the next customer might also have the same scenario with their previous customers.

Interestingly, stress can be given immediate attention in order not to make the situation worst. Many call center companies offer various solution to relieve their agents from stress caused by their angry customers. Facilities like fitness clinic, yoga, sporting room, entertainment room, and massages can help agents overcome stress.

In addition, there are certain reminders to the customer service people to fight stress in order not to affect their job. Handling stress properly can bring progress and change in the landscape of the outsourcing industry in the Philippines. The following tips can help you avoid stress:

* Smile and be happy.
* Don't take the bad comments personal.
* Don't involve in an argument.
* Try to fix the problem of the customers.
* Understand the root of the issue

Smile and be happy

Though you can't see the expression of your customers because of the basis of telephoning system, giving your best smile and happy with the job you have can help you make a difference. Call centers agents are trained to practice their good values and proper phone etiquette especially when talking to the customers. Greet them politely, and listen attentively to their concerns.

Don't take the bad comments personal

Although customers may sometime attack you too much, remember that they are disappointed to the products and not with you. The customers may need someone to fix the problem because they don't have the chance to speak in a face-to-face conversation. Most of them have been waiting on the line for almost 30 minutes to one hour which pissed them off. They may throw unnecessary words on you, but as soon as you help them, the situation will change from rough conversation to friendly approach. Being a call center agent, always have the patient in understanding the characteristics of each of the customers they encounter.

Don't involve in an argument

Never enter in an argument with your customer. Avoid giving your personal opinion telling your customers that they've done wrong many times. This will not help solve the customers' problem; instead this may be the start of having a bad argument which might affect the credentials of the agents. The customers may feel that they are ignorant because of the inappropriate and unfriendly approach. Always think of better response when talking to the customers all the time.

Try to fix the problem of the customers

It is better that when the agents listen to the problem of the customers. The agents must always ready to troubleshoot any inquiry that the customers ask. However, if the agents have a hard time in fixing the problem, they can ask their team leaders or their supervisors for the solution. But before doing that, the agents should ask permission to put them on hold for quick seconds. We are not perfect; we may have the skills in oral communication which needed in call center industry but lack of technical experience in other approaches. Many contact centers set up a separate department that specializes in troubleshooting. When the agents told the customers to call them back make sure that they need to do it in order to avoid disappointment from the customers.

Understand the root of the issue

Understanding the root of the issue will answer the problem of the customers. Don't be over reacted when the customers expressed their rudeness to the agents. Again, they are not directly mad at the agents but to the product itself. Let the customers talk and relay all the problems to the agents. In return, the agents should listen to it and take down some of the vital points related to the issue. The agent may politely say: "I empathize with you Sir. Don't worry 'coz I can help you fixing the problem..." Giving the hope that the problem will be fixed right away can avoid difficulty in arising the stressful situation.

These are few of the friendly tips that may help call center agents overcoming stress in their job. Call center is a unique industry giving a promising career to people worldwide.*

The 'Dos' and 'Don'ts' in Call Center

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

Call center is a terrific job. Many young professionals work in call center because of higher chances of boosting their career to the maximum level. Customers are expanding their channel in contact in which call centers are on top of the list. It is a challenge to every contact center to integrate strategic planning in order to maintain its presence towards the global trend in this industry.

Working in a call center is not only aiming to receive higher pay. There are dos and don'ts in order to set limitation to the workers. If you are one of the millions of people connected in customer service, you should know the guidelines to avoid committing violation. Call center companies always make sure to deliver efficient services to their clients worldwide as possible. Because call center is a promising industry, keeping the best employees and hiring more service representatives should always set part of expanding the business. Hiring the right people is very important. The call centers should provide ongoing training to the agents and employees; practice the transparency like communicating openly with the agents and managers, discovering the quality performance of the best people, investing to the state-of-the-art technology to increase customer satisfaction.

Any contact center should have a strong organization in achieving the long-term goal of the company. Making the call center dynamic and flexible can promote better output all the time. The call center management should always strengthen the relationship with the customer. Maintaining customer relationship is important above anything else.

There are many good things you can do to support the call center industry. Avoiding the don'ts in this industry can lessen the burden that may bring to the customers and the company you work for. The following are the don'ts that call center employees should do:

Avoid Tardiness

Time is precious. Never be late in your duty. Though you are one of the best agents in the company but with your constant tardiness will give you the honor to be recognized by your team leaders or supervisors. Also, you are not the asset of the company because call center is a fast paced regulated industry that time is important. Your tardiness can affect the operation of your company.

Don't Slack Off

Do your job promptly. Slacking off the floor by letting other people do the job which is supposed to you is simply a bad impression to you not only as a person but to your job performance. Be productive always and serve as role model to your fellow agents. Show them the real you that you are happy with what you are doing. There are many call center agents who were terminated because of this bad impression despite several times of IR (incidental report) issued to them.

Avoid Obscene Behavior

Displaying your obscene behavior while you are inside your company's premises is a big NO. When taking to the customer, talk with them with pleasure and with care. Never throw seducing words which sounds like you are doing phone sex to your customer. If caught, this may the end of your promising career in your in the call center. And worst, this may left bad wound in your previous job and to your co-workers.

Stop horsing around

Think of your responsibility as an employee of the company. While you are on duty, avoid playing around and horsing with other agents. Respect their privacy while they are on call and focusing on their job. This behavior can cause immediate violation because you are disturbing your co-workers instantly. Always put the fun in the right time. Implementing self-discipline is the best way to get rid of this disturbing behavior.

There are so many don'ts that you we need to implement. This can make the job easier if everybody is following the simple orders stated under the rules and regulations. It is important that the discipline must start on our own. Later on, other people who are new in the call center will learn the virtue that you showed. If you love your job then keep it.

The call center industry continues to give outstanding opportunity to everybody. It helps the economy prosper and lower the unemployment rate in the world.*

Call Center Etiquette

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

The outsourcing industry is kicking and alive in the Philippines. There are so many reasons why this industry continues to gain reputation in which the Filipino excellent in customer service is a plus factor.

If you talk on the phone, the first thing you need to observe is your etiquette. If you defined this word from the dictionary refers to the conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life. No matter what we do we need to show respect to people we encounter every day. We need to show dignity to our family, friends, coworkers, and acquainted individuals.

Good breeding in talking to customers especially in the voice account (or call center) is the reason why outsourcing industry is famous in the Philippines. The industry rapidly grown and the number of employment reach to thousands of opportunities to every Filipino. Perhaps, a call center in the Philippines cannot survive without partnership with the customers. The smooth relationship between the agents and the customers will bring success and development to every contact centers operating in any parts of the world.

If you own a contact center, you need to make sure that you are monitoring the way your agents deal your customers over the phone. A simple expression of happiness when your agent is talking to your customers is a way that he or she deals accordingly with their clients. Establishing rapport to your customers can express in so many ways like saying: "Thank you for calling...", "You have a great day..." "May I put you on hold for a quick sec..." and many other rapport your agents build.

Saying these simple lines when talking to customer is paying great respect, and how important are they in your business. The tone of your agents' voice should be calm and well balance when they start receiving calls from the customers. Call center managers, team leaders, and quality analysts see to it that they monitor the calls coming in everyday. Customers are usually upset because they'd been on the phone for 30 minutes and worst to one-hour of waiting. Sometimes we can't avoid that we will be receiving volume of calls in just a day including number of call waiting. As much as possible, imposed the policy of call handling time which is minimum to 10 minutes per customer.

Customers who are showing expression of irate on the phone is not a good indication from start talking to the customer up to the end. This is a stressful situation especially to a new agent. However, in due time your agent will going to learn effective way of giving solution to every customer they encounter. We oftentimes received negative comment from the customers that the agents did not help them because of language or accent problem. Clarity on the phone is also a plus factor. The agents should speak clearly, as they could to avoid negative remarks from the customers.

If your agent cannot handle the situation, better call the attention of the supervisor to let the call handle properly. Showing sensitive care like empathy and putting yourself on their shoes will lessen the tension between you and the customer. Customers like to be pleased because they are frustrated with the product or they discovered overcharged in their billing. They need explanation and solution to the problem they have. Attention and better approach will cause fantastic resolution to the conflict.

Treating your customers above the rest will always put your business up and running. Proper etiquette will build trust to your customers that your customer service people are the best in the world. Valuing your career in contact centers is very important. An ideal contact center is a model in solving the communication barrier between your skilled people and your customers.

Teach your people to smile all the time whenever they are on the phone. Encourage them to avoid slacking off on the floor, instead make them useful and effective at the end of the day.*

Choosing The Best Clients In The Outsourcing Business

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

ANY type of business is weak without the support of the customers or your clients. The customers or the clients are the lifeblood for your company's to survive in the high demand of competition. At the same time, your business is ineffective if you have a hard time dealing with your clients.

Because outsourcing is word of mouth today, as a company owner you need to have a client whom you can deal smoothly in terms of business proposals, planning and development. There should be a symbiotic relationship between the owner, the lessees, and the employees.

If you own a small type of outsourcing offering flexible services like seat leasing, inbound and outbound, chat support, and web content writing, you need to have a primordial plan in which your clients will able to understand the terms and conditions if they're interested to use your facilities. A lot of outsourcing companies are suffering tremendously because they partnered to weak clients.

In the Philippines, for instance, several outsourcing companies are providing services to their clients in a way of helping their account to survive. In choosing for the clients, every businessman who has call Center Company must do a strict background check on the type of client you have.

It means that it is important that the owner should ask for the locator's type of account whether it is genuine and really existing. Avoid dealing with clients who refused to cooperate with you in terms of asking some important documents that you need to look over. This is only to make sure that you are dealing with the right client.

If you're done verifying the information of your customer, it's time for you to explain to your client about the type of services you have. Give the website of your company and let your client browse it and if he or she has question, explain it to make it clear and understanding.

As a businessman, you need to be sensitive with the needs of your clients. Don't forget to conduct follow-up report on the proposal and the update of your clients need. Making a business deal is not a joke, it entails serious effort and deeper analysis especially on the policies that your clients to understand. You also need to bring your clients to your company and let them discover for themselves that you have great facilities and equipment needed in their call center business. Do your best to convince you clients that your services are one of a kind and operating better.

Frustrations are common in all types of business. Sometimes this happen if the owner of the company failed to assist and help their clients. Always stay open communication with your clients and ask them if they have concerns. If the business is officially sealed, make sure that your clients should understand that they have obligations like paying the services they are using.

Your company should always serve as model to your clients. By implementing effective policies and regulations will serve as backbone in strengthening your company. The relationship between you and your client must only deal with business only and not involve private matters.

If you are searching for clients to work in your company, you can advertise it in your website using effective advertising strategy to allow your potential clients arrange a business proposal.*

You Have A Problem? Dial Customer Service Hotline Number

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

TODAY, the simple and effective way of solving problems of the customers is through telephoning system. People are now aware of the importance of a particular customer service hotline number. If you have complained about defective products, the best way to approach is to call the customer hotline number and get connected with the friendly customer service representative.

The hotline number is a toll free and operates 24 hours to allow clients access it anytime. Because of the demand of customer service, outsourcing companies depend mostly on their clients. They can't live without their clients. They can't survive from the competition without the support of their customers. If you purchase a product online, or prefer to update your billings such as your credit cards, cable television, and other support services, dialing the customer service airing your concerns are the meaningful step to do.

The American consumers are very vocal in complaining if they found out they purchased defective products. They pissed because they bought the product and paid huge amount of dollars but in return the products failed to meet their expectations. This is the reason why a lot of customer service representatives are receiving American callers handling different concerns, and almost 90 percent of these customers are irate. Off-shoring business through the lucrative BPO (business process outsourcing) provides highly affordable services. The high rate in the United States prompted international investors to prefer off-shoring their company in different country.

The Philippines is the preferred target of the investors because of the viable facilities with talented pool of people to cater the concerns of the customers. The ability of every Filipino to blend with the angry customers received recommendable approval from the investors.

Training to speak like American way is not a problem. Filipinos can speak English fluently. English is the first language in the country and preferred to be as priority language in every school institutions in the Philippines. A call center in the Philippines provides the best in the world of outsourcing. The agents are trained on handling friendly and difficult customers anytime.

As a client, they'll experience the treatment they want. Their concerned is always put on priority list no matter what happen. Customers from all walks of life value the importance of a contact center because it gives them the opportunity to be heard right away. Even in a very simple case to case problem, Filipino agents are polite, courteous and know how to empathize with their customer they encountered.

Talking and giving feedback to every customer is no joke. This is a job which the agents must equip with values and respect to his or her customer. In the span of few years, the outsourcing industry in the Philippines is now fast developing with billions of pesos revenue contributed to the country's revenue. The supports from the Philippine government also help the investors and contact center companies expand their businesses in the country. The growth of the customer service is attributed to wonderful use of advanced technology, the agents, and the strong guidance from the government agencies.

The next time you have a problem. Get your telephone and dial the hotline numbers of a certain company and let your information be heard and given fair solution. Customer service oriented people are reachable anytime with no hassle and waste of time.*

Call Center 101 - How To Be Effective Telemarketers

By Roberto Bacasong
Company Writer
Call Center in the Philippines
Unique Interaction

The success of your outbound company will not only depend in your customers, but a great portion of it will depend on how effective your telemarketers in selling and promoting your business.

The company is weak if your agents are incompetent in handling their customers. At the end of the day, there's no potential sales reach by your agents this may lead to the termination of your account. There's lot of outbound companies survived from strong competition despite the ups and downs of the business.

Outbound call center companies should provide proper training to their hired applicants. Products knowledge is very important in helping your trainees evaluate their skills. Since telemarketers are entirely depending on the script, you need to make a script which is very reliable including active rebuttals which allow your agents to reply with their customers immediately.

If you'd been working in call center both inbound and outbound, you then have the potentials because you have substantial idea about the ins and outs of the industry. You have the edge from the other applicants because you can speak fluently with good intonation, accent, and sentence construction.

As a telemarketer, you need to be polite with your customers. Try to deliver your sweetest "hi" and "hello" as part of your delightful opening pitch. Get their attention with your strong communication skills combined with respectful intonation. In talking to your customers, be sure to introduce yourself first and address them in their first name or last name and not calling them "sir" or "ma'am."

Proper timing is necessary in building rapport with your customers. It is unpleasant to hear that your agents are hunger to get sales during their shift. Their performance depend mostly on how effective are they in promoting the products of your company. If they failed to get sales within a week, contact centers usually end their terms of service.

However, we need to acknowledge that the goal of the outbound which is synonymous to telemarketing is not only selling the value of their product. Contact center companies offering outbound should see to it that they have great line qualities, equipment, and good leads all the time. No matter they've got the best agents but the operation will be affected due to the poor communication barrier.

The agents should know how to explain to their customers on the benefits of the products their customers are going to avail. Avoid giving them false information because it will lead to serious dilemma and affects the welfare of your company. No more customers will listen to your agents if this horrible negative information will not be resolved right away.

Explain to your customers that they're going to enjoy the products they'll purchase from your company. If your company is offering vacation package, tell your customers nicely that exploring the paradise in Caribbean regions, Paris, Las Vegas, Mexico and other destinations are the best in the world. People born to be a marketer enjoy the privilege that they receive from working in a call center.

Meanwhile, not all customers will like the package you offer. Sometimes despite you give your best foot forward in convincing your customers, they're bit apprehensive, as they need to consult their wife or husband for the approval. If the scenario goes like this, you may approach your customers if when would be the best time for you to call back. As an agent, you need to listen very carefully while your customers are talking to you.

Active listening is very important in a telephoning technology. The common problem of the agents is their failure to listen to the welfare of their customers. Be sensitive enough in dealing with your customers all the time. If they declined your call, you can still wait for the next row of your customers. Don't throw invective words and berate your customers if they refused to receive your service. Always maintain your politeness by saying "Thank you for taking my call", and also, you can include "have nice day!"

Further, don't forget to smile and exercise your energetic voice because a lot of customers out there are waiting for you. You need to be positive all the time in achieving your goal. Avoid slacking off, instead try to handle your customers as if you're just talking with them in a face to face basis.*