CallCenterBestPractices.com » Call Center Outsourcing

Top 4 Customer Service Skills For the Workplace

Gail — Sat, 24 Jul 2010 06:25:18 +0000

Top 4 Customer Service Skills For the Workplace

By Dave Vower

Having top notch customer service skills is the hallmark of a successful organization. Here are some of my favorite methods for improving customer service skills in your business or workplace.

1. Honesty. The most important issue thing to many customers when they deal with the people in your workplace is honesty. Can they trust you and your staff? If it’s found that the customer is unable to trust the people representing your company you’ll have all sorts of trouble dealing with them when trying to achieve any outcome.

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Why Outsource Call Center Services?

Gail — Tue, 20 Jul 2010 04:25:19 +0000

Why Outsource Call Center Services?

A call center is designed to fulfill the gap between an organization and the customers for the betterment of the business. A call center serves the accurate information to the query of customers received through email, telephone or by fax.

The process works as operators, known as customer care representatives, receive the customers request and reply as quick as possible in an accurate and efficient manner. The process can be of multilingual, but the goal is to satisfy the customer with exact information and services.

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Value of Assessment Tools in Call Center Operations

Gail — Mon, 10 May 2010 03:35:48 +0000

The quality and pace of Call Center Operations are dominated and threatened by two visible hindrances which are agent turnover and agent productivity. The reasons for such challenges in a call center are poor handling of the resources and lack of skills for specific job positions.

The realm of call center operation is a specialized management field with its own hypothesis assessments and terminology. A complete and well- bred understanding of these tools is necessary to satisfy customers and to accomplish organizational objectives.

Selection criterions and performance screening tools can be vital tools to reroute the performance map of a call center on the track of success. These tools directly correlate to productivity, performance and agent retention within the organization. These measure the performance on the basis of candidate data such as:

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BPO Philippines Call Center Outsourcing Boom

Admin — Fri, 17 Jul 2009 20:13:00 +0000

Recently I was doing some research about doing business in the Philippines and I came across this article and thought you may be interested. Currently, the Philippines is growing like crazy due to 3 major reason:

American and UK customers have rejected the notion of India as a source of quality Voice support.
The global recession, and especially the hurt US companies are feeling now
Quality, well spoken agents. They have a strong influence from the US culture.

Several years ago I was completely against offshore customer sales and support but my last assignment, 2 years ago brought me to Manila then to Cebu and I realized that the quality was strong. All they needed was a way to consistently execute against client expectations. That is the key so finding a Philippine Contact Center with these attributes is key.

If you are looking to provide call center outsourcing a try make sure you read this Contact Center vendor Evaluation Form. Then read this great article below…

BPO Philippines Call Center Outsourcing Boom
By Zachary Williamson

BPO in the Pilippines Call Centers

As globalization expands the benefits of global BPO are becoming easier to obtain for small and mid-sized companies. Business Process Outsourcing otherwise known as BPO has only been available to large firms and the Fortune 500 and now the trends are starting to change. India and China are the top outsourcing countries of the world followed by the Philippines. More and more American companies are becoming players in the international scene, just as more and more companies are starting to choose BPO in the Philippines to run their off shore call centers. The Philippines consist of a group of 7,000+ islands that all together only take up the land mass of Arizona. The country was occupied for over 300 years by the Spanish followed by an American occupation, which led to the country’s Independence and this spawned its transformation from Eastern to Western Culture. Unlike other outsourcing hubs of the world, BPO Philippines not only offers a high rate of exchange on its currency as well as an English speaking population but also a culture and lifestyle that is very much like our own.

I have a close friend from India that has been in the US for over 14 years now and even though he knows the English language very well his accent is choppy and his understanding of American culture and mannerisms is still vague. One time while visiting with him he made a phone call to his local electric company to have his service transferred and I got the chance to hear the conversation. The agent from the electric company was in an American and I could tell they had quite a communication problem. I noticed that my friend had to repeat himself several times and had trouble telling the agent his request. It took a frustrating twelve minutes to process his request when I could have done it easily in five. Looking back I really think the agent could understand him but sub-consciously gave him a hard time due to his accent.

Philippines Call Center

The next day I was ordering phone service from a VOIP provider and spoke to a call center agent to setup my service. It wasn’t till the end of the conversation that I asked him where their call center was located (as I always do, since I work in the industry) and to my surprise he said it was a Philippines call center. This was when I realized, I may need to look into BPO Philippines call centers. The agent spoke using American slang and had somewhat of a Spanish accent so I assumed he was in Southern Florida or Southern California. After finding out about BPO Philippines I started doing research and found that Dell, IBM, Vonage along with many other Fortune 500 companies had migrated, if you will, to the Philippines to open call center facilities of their own. Filipino agents speak Spanish as well as English and provide superior telesales services.

BPO Philippines

Our company now owns and operates a facility in the Philippines call center district of Manila. BPO in the Philippines has increased our conversions and sales as well as our customer satisfaction. Find out how BPO Philippines Call Centers can give your business the competitive edge.

Zachary Williamson is the Director of Business Development for The Lead Tree, LLC and enjoys travel to India and the Philippines call centers.

Article Source: http://EzineArticles.com/?expert=Zachary_Williamson
http://EzineArticles.com/?BPO-Philippines-Call-Center-Outsourcing-Boom&id=1208840

Can HR Outsourcing Benefit an Organization?

Admin — Tue, 17 Mar 2009 17:01:09 +0000

By Ishani Mitra

This is a question that many organizations undergoing structural changes attempt to answer in the present business environment. Outsourcing functions such as production and developing software are perceived as “must-haves” for fast paced business plans. But HR, which has always been the heart of an establishment, is gradually opening up to outsourcing.”The HRO [Human Resources Outsourcing] market is set to grow to $3 trillion over the next five years, and just over a third of HRO potential has been currently delivered,” reported Dr. Anthony Hesketh, CRF (Corporate Research Forum) Project Researcher.

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HR Management Consulting

Admin — Tue, 17 Mar 2009 16:51:58 +0000

By Steve Grant

Management consulting is the broad term which encompasses all the activities associated with industrial management. Accounting to the escalating pressure on the industries to demarcate between the demands of work force and human resources, off late the HR consulting has emerged as an independent discipline of the Management consulting. Sometimes HR consulting is offered as the part of Management consulting. HR consulting can be utilized to boost the working efficiency of the business organization. It helps organizations to sharpen their human resource related activities.

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7 Best Tips for Communicating With Your Offshore Team in India

Admin — Wed, 11 Mar 2009 07:07:17 +0000

By Ankurpatel

If you are reading this article, most probably you have faced some communication problem with your offshore team or you are considering to offshore your project work and want to learn effective ways to communicate to the team which is thousands miles away.

Being CEO of outsourcing company (Infotrex Services Pvt. Ltd.), I deal with many clients(based in USA, UK, Italy, Ireland, France etc.) & our team here in India. I will share some of my insights and day-to-day observations, so that you can get benefited.

Lets try to understand the basics of communication and possible ways to make mistakes when communicating with your offshore team in India. There are 3 entities involved in any communication – 1. Sender, 2. Receiver & 3. Channel between Sender-Receiver.

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What is a Virtual Call Center?

Admin — Wed, 11 Mar 2009 07:01:51 +0000

By Tony Cochran

Perhaps the simplest way to think about a virtual call center is to visualize a call center without walls. Technology enables the call center operator to centralize management functions while distributing calls to agents in remote locations.

Remote agents can be located in multiple call centers operated by the same company, or as is increasingly the case, they may work from home.

The virtual call center is comprised of a central facility where campaigns are managed and a network of agents in various locations where the work is performed.

The experience for both the call center operator and the call center agent is very much like that in a traditional, brick and mortar call center.

The virtual call center manager starts and stops campaigns, assigns agents to campaigns, monitors and coaches agents, and views performance metrics in real-time, just as in a traditional call center.

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Virtual Receptionist – Why You Need One Now and How it Can Help You in Business

Admin — Wed, 11 Mar 2009 06:58:13 +0000

By Rob Porter

Realize it, in many ways it’s a virtual world. Things are not always as they appear to be. Whether you’re a one-man or one-woman company, have a small consultancy or design firm, small ad agency or have a small business of any kind, you simply need your calls covered when you can’t get to them. A virtual receptionist is the smart and cost-efficient solution to answering your business phone lines.

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Outsourcing Data Entry: The Outsourcing Success Story

Admin — Mon, 09 Mar 2009 18:10:26 +0000

By: David Faulkner

Although a company’s data entry work is often among the most monotonous jobs imaginable, they require the skills of trained personnel. For all its tedium, data entry is essential to a company’s survival, without being one of its core operations, and many companies have turned to outsourcing data entry work so that its employees can spend their time on more lucrative matters.

The data entry tasks will be performed by competent contractors in developing nations like India, Malaysia, China, and Brazil, and for a much lower cost than it would require if it continued to be done in-house.

How Outsourcing Data Entry Works

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