Customer Service Articles

Business » Customer Service | By James Stinson @ Thursday, 31st January 2008 @ 11:55 PM

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 offer lots ... more...

Business » Customer Service | By James Stinson @ Thursday, 31st January 2008 @ 8:00 PM

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 services in... more...

Business » Customer Service | By James Stinson @ Wednesday, 30th January 2008 @ 7:48 PM

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 ... more...

Business » Customer Service | By James Stinson @ Wednesday, 30th January 2008 @ 1:44 AM

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... more...

Business » Customer Service | By James Stinson @ Wednesday, 30th January 2008 @ 1:27 AM

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 for the in... more...

Business » Customer Service | By Jonathon Boundy @ Wednesday, 30th January 2008 @ 1:22 AM

What makes a good florist? A good florist should not only know the ins-and-outs of the flower industry, he must also know the business side of it. Our company specializes in both. We care for your needs so we choose only the best to work with us. The best florists therefore have a Preferred Florist List, developed over years of experience and tens of thousands of long distance floral delivery, that allows us to choose exemplary florists nationwide to make your flower-ordering easy as one... more...

Business » Customer Service | By James Stinson @ Wednesday, 30th January 2008 @ 1:08 AM

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. ... more...

Business » Customer Service | By James Stinson @ Tuesday, 29th January 2008 @ 6:06 PM

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 oneself ... more...

Business » Customer Service | By James Stinson @ Tuesday, 29th January 2008 @ 5:32 PM

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... more...

Business » Customer Service | By James Stinson @ Tuesday, 29th January 2008 @ 10:19 AM

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 customers loc... more...

Business » Customer Service | By Rosanne Dausilio, Ph.D. @ Tuesday, 29th January 2008 @ 8:43 AM

The preamble to the United States Constitution begins, 'We, the people.' I feel strongly that we, the people, are what make the difference in life, both personally and professionally. The interaction anyone has at any level with your company, your employees, including you, gives a customer-- whether current, potential, or internal or external--an opportunity to make a judgment about you, your company, all companies like yours in the industry. With continued focus on cus... more...

Business » Customer Service | By James Stinson @ Tuesday, 29th January 2008 @ 2:57 AM

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 ... more...

Business » Customer Service | By James Stinson @ Tuesday, 29th January 2008 @ 2:54 AM

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 of Phili... more...

Business » Customer Service | By James Stinson @ Tuesday, 29th January 2008 @ 2:40 AM

Due to the increasing popularity of home-based jobs, there is a new breed of call center agents that do not have call centers. These agents work in the comfort of their homes, sometimes even inside their bedrooms, accepting calls from callers from the United States and sometimes elsewhere all over the world. This works best for the agents. After all, they get to manage their own time, they do not have to go to an office since all work is done at the comfort of their home. They do not hav... more...

Business » Customer Service | By James Stinson @ Sunday, 27th January 2008 @ 4:23 AM

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 yea... more...

Business » Customer Service | By James Stinson @ Sunday, 27th January 2008 @ 4:14 AM

In the quest to effectively manage calls, maximize the workload of call center agents, and the desire to help customers solve their issues and concerns, several technical tools and refinements have been devised by call centers in the Philippines. These tools serve the agents, as well as the management in dealing with the thousands of calls being routed to the call centers on a daily basis. Philippine call centers are now using software that predicts the length of time that an agent spend... more...

Business » Customer Service | By James Stinson @ Sunday, 27th January 2008 @ 4:10 AM

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 possess ... more...

Business » Customer Service | By James Stinson @ Thursday, 24th January 2008 @ 6:04 PM

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 comes in dif... more...

Business » Customer Service | By James Stinson @ Thursday, 24th January 2008 @ 6:03 PM

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 since cont... more...

Business » Customer Service | By James Stinson @ Thursday, 24th January 2008 @ 6:02 PM

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 least five e... more...