Call Center in the Philippines

Call centers, especially in the Philippines, are growing like mushrooms after a rainy day. But because of the increase in number, competition starts to get intense, which leads call center companies to reevaluate their plans to gain more profit while taking in more projects. Increase in number also means increase in workload. With this, some companies also turn to outsourcing. Outsourcing is the process of contracting a business function to someone else. Organizations that outsource not only make their companies more profitable, they also help their people or their employees to grow with the industry not only financially but also professionally. Companies may outsource their work in order to optimize their work-leisure balance. Those that turn to outsourcing also help enhance capacity for innovation and gain access to a larger talent pool and a sustainable source of skills. To ensure the effectiveness of outsourcing, companies should also bear in mind to set standards, particularly when in comes to hiring employees, because the future of the company not only depends on the workload but also on the quality of work the people produce.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

The Benefits of Call Center Business

We all know that Call Centers are customer service department which provide answers to the customers' queries. These include sales, technical support and even medical transcription. The invention of these kind of businesses have been adopted seriously by different organizations as it it believed to make a huge difference to the bottom line of the company. It is also believed to dramatically and effectively cut the cost and increase the earrning of a particular business. That is why, it was never a question why most affluent countries in the Americas and Europe tried to outsourced their call centers in third-world countries. It is because it has been proven for such organizations to develop a more feasible, organized and a leaner structure.  

The main reason why companies take a chance on outsourcing is because of its cost benefits. According to studies, companies who have adapted the call center trends can save up to 50%. More so, it has opened a lot of opportunities for developing countries  with high levels of unemployment. And since,cost of setting new businesses in developing countries are low, the company is able to save a lot of money and resources.  

Call center companies, also have an imperative advantage for customer service. As it is a major contributor in an organization's success, it can improve the core areas of any organization  such as production, sales as well as distribution. It is a key element to help companies invest more time and effort in any of it activities. Therefore, a better organization and a clearer future of your business can easily be achieved.  

With call center, a business would surely ensure a greater expansion and support staff without incurring any major costs. It also gives businesses a sense of security which is proven to last even in a bad economy.  

While there are many misconceptions about the benefits of a call center, these certainly remained to be misconceptions. Call center companies, offer the best for a single person and even to the country's economy. It does not only help in decreasing the  large-scale unemployment in different countries but it can also help in alleviating the sufferings of the people involved in an abominable economy. 

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

When Starting a Call Center Business

Starting an effective call center business venture is pretty much tricky. But there is no need to worry about that actually, because now is the perfect time for everyone to start up a call center company. Why? because the world is in knee-deep in information age. Ergo, information implosion is an eventuality, making call center companies the star of the show. There are four types of call centers: the in house call center, the ones that attend to the customer service needs of that company alone; the outsource call centers, the ones who provide client relation services for other companies; the inbound call centers, the one who receives incoming communications from customers; and outbound call centers, the one who attempts correspondence with clients through phone calls. Being able to determine which among the four types is needed is the most essential factor for starting an effective venture. Just as Sun Tzu would always say: know your enemy, meaning you should always know the demands of the market. It is really against the laws of common sense to venture into something that nobody needs, this is why you don't see any VHS rental stores in every corner today. Putting that into consideration will lead us to the next factor; the business plan. Every market has its own corresponding approach. Why? because we're talking about business here, not one-size-fits-all-condoms. This is where the business plan will come in handy; with a proper tool and research, one could safely choose an effective approach that will fit to your market's needs. With these information in mind, I am pretty confident that you will be able to start an effective call center venture. Just don't forget to settle your necessary government permits though, you don't want to be having problems with the government for sure.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Advantages of Call Center Business

In today's complex world where everyone hardly continues to look for a better job, call center companies widely open doors and give bigger opportunities.

Your business career doesn't need to be unstable as the economy. In the business world, one comes in and the rest follows. Deemed as the sunshine industry of the Philippines, call centers have indeed attracted thousands of employees. Keeping your voice busy introduces the daily rotation of call center agents. Obviously, call centers are in high demand and it encourages people to venture their luck from one company to another.

Call centers are rapidly growing fast and so does its employees and clients. The business on demand market is exceeding the rest of the industry as the increasing number of call center companies expand their business' features and offers.

These are the common advantages and benefits of call centers:

1. Call centers do not require college graduates. You can work even if you are only a high school graduate for as long as you have the ability to speak and understand English properly.
2. Good Money: The salary for call center employees usually starts from 15,000 up 35, 000. And that depends on your performance level and work experience in the field as well.
3. Night Differential: Those employees who are assigned to work night shift or graveyard shift could earn beyond their basic salary. They will definitely get a lot from night differential pay.
4. Great benefits: HMO coverage and allowances: This includes rice, transportation, clothing and sometimes even for gas.
5. Promotion: You'll have the chance to get promoted in call centers depending on your work performance and determination. This will definitely increase your salary as well as your work responsibilities.

Written by: Mae Winky Mozelle D. Veluz.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Tips in Handling Angry Callers

As a call center agent, you will encounter customers' different tempers. It is part of your job to assist them and deal with them in no matter what reasons. You will have to help customers who are irate and as you go along with the challenging conversation, it is important to maintain your focus and attend to your job responsibility as well as to your customers’ needs. Whether good or bad, you have to solve the problem at hand.

Do not Personalize: It is important to know what are the limits of your job. If there's a time you'll get to experience the perverse attitudes and caustic tones of these kind of callers, just keep in mind that everything you do is for the business purposes and has something to do with essential code of professionalism. So you don't have to drag your temper into the situation and need not be too emotional. Do not personalize anything what these callers say to you. Take the easiest way to control your temper and attend to your duties instead. Listen to them carefully and offer a firm solution to pacify them. The most effective way to keep them calm is to utter the comfort phrases such as “I know what are you saying”, “I understand” and “let's put it this way”.

Listen and Be Patient: Give them time to speak and know their issues. Do not interrupt them and let them finish speaking. In this case, you have to keep your job on the ground and be patient. You should control your temper in order not to breach the rules and regulations of a call center business. Take a deep breath and pretend you didn't hear any unnecessary words from these callers.

Apologize and Offer Solutions: Humble yourself and make an apology even if you know that the customer or caller is wrong. Take a moment to apologize for the inconvenience and for the confusion of the conversation as well. An apology is also a way of making these callers calm. When you apologize, you must guarantee them a solution with their issues. As a call center representative, it is your responsibility to attend to their problems and resolve it.


Written by: Mae Winky Mozelle D. Veluz.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Tips for Call Center Operational Success

Professional Development is all we need in the business. So here are the fundamental tips to success the call center operations.

1. Work Engagement: Engagement in work defines the willingness and ability to contribute to the growth and success of the company. It normally delivers job endeavors of an agent where determination and the quality of work reflects.
2. Competent: A successful call center business must be competent not only in organizational skills but also in handling and applying the traditional business disciplines of the company such as strategic planning, fiscal management, organizational design, financial analysis, business development and assessment and performance administration.
3. Quality Assurance: Every agent must know their skills and responsibilities in the business. They must know how to apply their skills and handle their duties at work by rights. They must ensure that the work they do and give is in its high quality form. Quality assurance requires monitoring and coaching. In line with this, your calls will be monitored for quality purposes.
4. Accessible and Reliable Information: All information that the company or the agents give must be accurately delivered to every customer. Given information must be consistent and appropriate so that customers are well-acquainted with certain promotions and issues.
5. Telephone Sales: Call center businesses have expanded from a simple customer services and operations to managing both services and sales. Deemed as telemarketing is a direct sale which is said to be the best marketing tool to make a sale.   
   
   Written by: Mae Winky Mozelle D. Veluz.
   
   
   
   
   For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

A Day in the Life of a Call Center Agent

Communicating effectively with potential customers is one highly requirement in call center companies. Effective communication, that's what I thrive on in every single day of my work. I've been doing a lot of work in the said business. And I can say, as a call center agent, I've gone through all the customer service interactions.

Being a call center agent is never that easy. You have to exhaust all the possibilities in work. And it takes a lot of skills and efforts to survive the work and fulfill the given duties. In my case, I had to acclimatize myself with the duties and responsibilities of a call center agent. Answering phone calls is what I do every night, while building customer relationships is the main goal of my work fulfillment.

I use the customer's eye to fulfill their needs by providing a firm solution. In this way, I put the customers needs in mind. No matter what happens, I always put in mind that I have to get this job whatever it takes, in the most efficient manner. Patience is the number one virtue that a call center agent needs to practice. Admit it that in each day, you will have to deal with rugged and arrogant clients in regards of their complaints. I have to remain patient and understanding in order to keep customers calm and negotiable. Well, that's part of customer services, you have to humble yourself and work professionally. And as I get used to my job, I get better each day.

My daily responsibility is to assist all time customers and acquaint them with certain issues and information, offering them service solutions. As an agent, I have to know the most up to date information and must be able to help customers in a quick and accommodating manner. Other responsibilities include billing support collections, complaint resolution, document processing, inquiry services, telemarketing and technical support.

My communication skills reflects on my every day performance. When I communicate clearly, I'm able to set expectations and goals. Accountability comes along by taking charge in providing a solution in every customer's problem. And that gives justice to my responsiveness ability because I am able to fix certain issues right away.

These are the expected grounds in call centers. This work allows me to improve my existing skills and gain further experience, not just in effective communication, but also in building customer relationships. It elevates my professional knowledge in doing contact customer services. All through this, I get the chance to work and cooperate with a team and this makes our project information more accessible as ever.

Written by: Mae Winky Mozelle D. Veluz.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Braving the Broad BPO Industry and Ventures Beyond

In an era leveraged by the latest of technologies and modernization, globalization runs the diverse industries in the business sector today, as it disperse services and technologies across the globe. Here comes the advent of the business process outsourcing (BPO) industry, or commonly known as the “call center outsourcing.”

What is the significance of this BPO industry to our economy and society? Is the role it plays profitable and beneficial to the business sector? How about the further possibilities and ventures in the field? These series of queries can be cleared as BPO and broader avenues are tackled in this article. Business Process Outsourcing, according to a BPO language hub, is essential for business organizations that need to contract a particular business-related task to third party service providers. This business-to-business model is used and has a proven track record of saving operational expenses and in-house resources. This call center outsourcing is fast becoming established and rampant nowadays, and if one is planning to venture into the business, it very important to comprehend the language and terms used in this industry. Next thing to know, the rise and success of the call center companies open brilliant ventures and broader avenues to reinforce the business development and increase its return of investment (ROI). These ventures include inshore or inbound outsourcing, outbound or offshore outsourcing, nearshore outsourcing, virtual call center,  e-outsourcing, home-based call center, call center firms, and many others.

The aforementioned ventures may sound jargon to business starters and even to industry leaders, but just as anybody with sufficient capital can build up a call center company, any entrepreneur can have the guts to establish his or her own, the rest of the formula include thorough research, effective feasible plan, and setting it up bravely. Well then, all set so let the operations commence!

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Why Business Process Outsourcing Is Thriving

One of the leading business in the world is business process outsourcing that is made possible by  call center industries. These companies, like all other companies, are in need of opportunities for growth and development. Through their development, there are also a lot of possible employment for people. They are one of those businesses that has the most effective business venture.

There are a lot of  business ventures that a call center industry does. One of which, and the most important, is on human resource management. Technically, this area of the business is considered to be the jewel of a call center industry. The effectiveness of such venture rooted from how these industries value their human resources; branched to how they were able to keep their people; and blossomed to how they were able to increase their employment through their efficient employee retention. Human resource in this industry is definitely worth investing in this kind of business. Risks are high considering the turnover of employees in this business. Given this, they are still able to gain positive employment and increase number of clients.

Another effective venture of these call centers is their advertising and marketing strategies. This venture entails a large amount of investment, the same or greater than the investment on human resources, that might lead to opportunities or omission. Still, the business was able to maintain and improve target market and objectives for their advertisement strategies.

In a nutshell, call center industries and other business process outsourcing industries are in the lead for the being one of the most competitive, efficient, and the ones with the most people employed for their operations. The efficiency of their business ventures will not only help their business, but also people surrounding it.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Call Centers and Social Networks

Call center companies are continuously thriving and reaching a wider reach. The continuous success of call center firms make room for better business ventures. An effective business venture would be an inbound/outbound service of a call center that uses social networks as the main platform. Social networking sites are popular to both consumers and businesses. Social networks are used not only to make personal communications but it serves as an alternative platform for businesses.

In using social networks as a type of platform for call centers, firms would not need to setup a system for taking or making calls; instead the call center would just need computer systems and internet connections to connect with their clients. Inbound or outbound communications would be done by agents posting or answering queries on social media such as Facebook. The agents could use the chat function of Facebook to deal with their clients and conduct inbound/outbound functions. In such venture, call centers would not need much people and would just require a few agents to receive or make "calls". This would be a revolutionary venture and the reach would be on a wider scale since social network sites tend to attract countless number of prospective or regular clients.

Using social networking sites would reduce communication issues since the message would be in text form; agents would get the complete message from the client, review it and make an appropriate response. Call center companies need not to worry about the social networks being unpopular in the future; current trends show that social networks will still improve and will break more grounds for years to come.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Upping the Advantages of the Voice-BPO Industry via the Art of Speed Listening

Voice-BPO thrives on voice communication between the call center agent/representative and the customer. Whether inbound or outbound, calls are either made to or received from the latter respectively. The communication services rendered by call center companies cover a range of differentiated business areas—sales, reservations, bank accounts, and tele-marketing. Because communicating well serves as the cornerstone of this industry, learning the salient points of conducting a conversation, speaking and listening, is mandatory.

Speaking well is a most important skill all call center agents have to acquire. However, the absence of good listening skills renders them incapable of providing the right input to speak interactively, thus disabling them from properly communicating with their customers. Interface Techno-Phil, Inc.(ITI) knows that the indeciduous value of these skills in establishing their business objective relies on having a well-trained, competent voice-BPO workforce. During training, the call center agents, making up a huge chunk of the latter, are provided with ample instructions and specially designed training activities geared towards developing excellent speaking and listening skills.

Bearing in mind the merits and necessities of learning to speak well, speed listening, in particular, must likewise be learned, acquired, and harnessed if a successful two-way communication between call center agents and their customers is to be achieved. Using the pointers discussed in “The Art of Speed Listening” by Tom Schranski, PhD as guide, call center agents can easily understand and learn the basics of becoming an excellent listener. Although he had created these for use by executive leaders, the major points discussed therein highlight exactly the same definitions and processes of the nature of listening, that call center agents/representatives can use in their line of work.

See the matter through the speaker's vantage point.

Listening requires being able to anticipate what the speaker has to say. Should expectations be met, the listener gains a learning advantage. If otherwise, he or she has the option of determining why this is so, as he or she listens more intently.

Determine the elements comprising the speaker's individualized perspective.

While the speaker states his case, elements inclusive of facts and prevailing emotions come into play. Comprising the individualized sense of logic, these serve as the basis for understanding his or her premise. As the listener, attuning to them, while managing to distinguish one from the other, allows for a clear and better analysis of the core of the speaker's circumstance. By this, the listener can already see and surmise the similarities between his or her and the speaker's points of view.

Identify key points mentally.

Through the course of listening, taking mental notes of the speaker's key points is required. Key points are important details pertaining to the heart of the speaker's circumstance. As he or she speaks, these would be revealed to the listener, who should gather and store these details in mind automatically. He or she would use them later to form the appropriate response or consequent inquiry in the conversation.

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

ITI Philippines: Further Enhancing the New Face of the Call Center Industry

Business Process Outsourcing (BPO) is one of the fastest growing industry in the Asia Pacific Region. Marking its way towards the Visayas region, it is a fact that the call center industry employs a huge chunk of the population. Thus, it stands to reason why the employment in the Philippines alone soared to great heights after the industry's first year in the country.

As of last year, the call center industry has generated 525,000 jobs translating to $9.1 billion dollars worth of export revenues. This is expected to further increase this year, as big names in the call center industry continue to invest in the Philippines.

A New Breed of Investors

Considering the uproar in the Visayas region, the city of Bacolod, in partnership with the city government and some groups from the private sector, launched a series of projects that will help sustain the call center industry in the province. In preparing Bacolod for this expected development, the city government geared up by tapping the province's resources, as it builds sites to accommodate the emerging call center industry.

In lieu of the expansion, the city government instructed the construction of few more IT centers to house at least 41,000 more employees. The three-story building in a 12,000 square meter lot in Paglum Sports Complex, which is constructed by the city government, will definitely add to the many accomplishments of the province. Although still a plan awaiting fulfillment, it will hail Negros as the new frontier of the continuously flourishing call center industry in the Philippines, thus adding 1,000 additional job openings for the locals. 

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

Medical Care BPO: Innovation In Healthcare

These days most healthcare organizations are attempting to overcome crucial challenges faced by the healthcare industry. Some succeed in working beyond the hurdles. Most experience one failure after another. What distinguishes successful organizations from their unfortunate counterparts is their ability to adapt. Adapting as the advancements continue to roll in keep them afloat. Surely, despite acknowledging the need for this move, the process of adaptation varies in accordance to the respective company's chosen means. A big number of successful ones find lucrative partnerships in business process outsourcing (BPO) companies. Hence, medical care BPO is revolutionized everyday.

Medical care BPO is responsible for the following types of services:

• Medical Information Technology
  
  This involves solutions that address clinical and financial issues. Products that answer such needs are comprehensive application, technical, project management, and process design knowledge. The goal here is to synergize the most functional systems, people, and procedures for improved services. Experts in the field of vendor application are the go-to guys in the implementation and maintenance of application software that comply with HIPAA and other regulatory directives.
• Medical Administration Support
  
  Patients and healthcare service providers need to interact in the most seamless platforms to ensure that administrative costs are reduced and performance capabilities are enhanced. The solutions for such a daunting task are reliable, scalable, and customizable processes designed to make healthcare organizations functional.
• Medical Staffing and Vendor Management
  
  Quality consciousness plays a big role in the delivery of products and services in the healthcare landscape. Without any guarantee of good value in such deliverables, consumers will directly suffer from the discrepancy. This is where medical care BPO comes in. It ensures that selective healthcare placement and staffing result to no less than customer satisfaction.

Timely Innovations

The innovation in business process outsourcing is currently making various healthcare organizations perform in their most effective levels. Medical care BPO enables businesses to benefit from an all-phase implementation and support as opposed to companies without BPO partnerships that usually suffer from phase-to-phase inadequacies. A complete life cycle of upgrades, system optimization, and customizations is enjoyed by organizations that outsource. And this is best experienced in the face of shrinking budgets and increasing costs. No wonder business process outsourcing has enabled the healthcare industry to thrive in this age of uncertainty.

Benefits of Medical Care BPO:

• A complete range of integration services
• Effective technology that converts application logic into rationalized solutions
• The convenience of systems innovation that compliments implementation schedules and day-to-day operations
• Accelerated patient care services
• Reduced administrative operational costs
• Reliable, scalable, and cost-effective Revenue Cycle Management (RCM) services
• Faster payments for improved cash flow

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62) 8931013 Thank you.

The Success of Voice-BPO In The Philippines

Part of the contribution to the worldwide growth of the BPO(business process outsourcing) industry comes from the successful offshore call center outsourcing industry in the Philippines. Starting in 2000, the revenue and employment in the call center industry has shown remarkable development, with the Philippines contributing a good 12% to the country's GNP (gross national product). To date, the Philippine call center industry serves as one of the most prominent sources of employment for Filipinos nationwide. 

Why Call Center Outsourcing Services Work in the Philippines

The Philippines has got all three business ace factors required to set off the success of the call center outsourcing services industry. They are as follows: affordable labor costs, availability of dependable technology, and a good source of employees possessed with high-level English-speaking capability and IT skills. For majority of Filipinos who work in the many call center businesses thriving in the country, they consider their work as a long-term career possessed with good advancement opportunities, and coupled with attractive compensation packages plus other financial benefits. On the average, most call center agents earn a monthly wage of at $300. Since this is twice the amount earned by an individual working a minimum-paying job, it stands to reason why the attrition rate in the call center industry in the Philippines is considerably less compared to that of other countries providing the same services. 

The Filipinos' Edge

The capability to deliver top quality services at competitive rates is what makes the Filipinos one of the most sought after employees for call center outsourcing services. Studies of the BPO industry in the Asian region has shown that the Philippines has the highest availability of skilled labor for contact center and customer management operations. 

Because majority of the clientele in the BPO industry are English-speaking countries, especially the US, the Filipinos' English proficiency has served them well, giving them a formidable edge among other countries competing to deliver the same kinds of services. Furthermore, their natural adaptability and strong work ethics, further amplified by that distinctive hospitable trait, and a high IT proficiency to boast of; has concretized their viability, making their services indispensable to the success of BPO companies. 

Currently, there are more than a hundred call center companies operating in the Philippines. Most of them established their headquarters in major business districts such as in Makati, Quezon City, Pasig, and Taguig. Lately, with the advancement of the Internet technology in the country, more companies have branched out to other locations outside Metro Manila, particularly in key cities located in provinces such as Laguna, Baguio City, Angeles City, Cebu City, Bacolod City, Davao City among others. 

For more Call Center services and information kindly visit our website www.itiphilippines.com or call us  at (+62)8931013 Thank you.