Friday, October 28, 2011

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 or call us  at (+62) 8931013 Thank you.

Tuesday, October 25, 2011

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 or call us  at (+62) 8931013 Thank you.

Friday, October 21, 2011

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 or call us  at (+62) 8931013 Thank you.

Wednesday, October 19, 2011

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 or call us  at (+62) 8931013 Thank you.

Friday, October 14, 2011

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 or call us  at (+62) 8931013 Thank you.

Saturday, October 8, 2011

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 or call us  at (+62) 8931013 Thank you.

Tuesday, October 4, 2011

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 or call us  at (+62) 8931013 Thank you.