With the advancement of technology, the world already becomes very small that we could actually reach other places in a fast and convenient way. We can now travel to different corners of the globe and reach people far from us faster than ever before. We could also easily acquire information from different countries by means of radio, television, internet, and other forms of media.
Not only people, but a lot of industries, enjoy the benefits technology has to offer. One of them is the call center industry. Technology is the bread and butter of the industry; and because of its advancement, the industry is drastically evolving and developing. The industry has become prominent in the vision of different companies.
A lot of big foreign companies see a big picture of success if they outsource their call center to other countries like Philippines, which is the world’s call center hub. By doing so, the can save time, reduce overhead cost, and they can focus on the core function of their business.
Although technology is very essential to the progress of the call center industry, there are also other factors that affect its progress. Those foreign companies that outsource their call center to the Philippines don’t solely credit technology for the industry’s progress. They also consider how the call center representatives perform their jobs.
Call center services in the Philippines are also one of the reasons the call center industry in the country continues its booming momentum.Many companies, which provide inbound call center services in the Philippines, found the efficiency of their agents. To sustain it, call center companies in the country support their agents by teaching them the essential things in efficiently handling inbound calls.
Companies that provide inbound call center services in the Philippines are teaching their representatives the following:
Those are just some simple yet essential guidelines in providing effective call center services. All of which are especially practiced in the Philippines.• A representative should answer all the incoming calls in less than three rings
• A representative must be delightful. How enthusiastic the inbound call center representative is would determine how he or she is willing to help and willing to provide quality service to his or her client or customer.
• A representative must keep his or her voice loud and clear enough to make himself or herself easily understood.
• A representative must train himself or herself to avoid using fillers like uh-huh, um, like, or you know to avoid uncertainty.
• A representative should avoid using speakers when answering a call, unless it’s necessary. It will make the client or customer think that the agent is not paying attention to the call.
• A representative must stay optimistic in every situation. A representative is a solution finder and must have the attitude to see a silver lining in every tough situation. Instead of saying to a client or customer, “I don’t know,” a representative should say, “Let me find out about that for you.”
About the Author
Publish on 06/19/2013
- freelance copywriter specializing in topics about the general services and qualities of a call center Philippines houses. Her expertise in the topic stems from having had worked for a few call centers and a BPO company offering a variety of services.
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