Philippines Call Center Norm CCAP
I just got done talking with a friend that owns a call center here and he talked about the CCAP seminar which he said was really good! He talked about the VP of etelecare and how he said the Philippines was very different from the States but they can still be trained on how to change there culture.
Here are some of his stories that he talked about in his seminar about Philippines call centers.
First he was walking into a mall here in the Philippines and when you are going to a mall the have guard office pat you down to make sure that you don’t have any guns on you and he got up set about it because in the States there is no guards patting you down, you just walk right in no problems. So being upset that he got padded down be went back out to have a smoke to clam him down but then remembering that he is going to have to go through it all again no matter what. That’s the first one, here in the Philippines every one is already us est to guards at the mall from when they were born so that’s the Philippines norm.
Next one
He is looking for a store so he asks his wife to ask the guard were it is at and he say its straight and then take a left and there it is. So he goes straight and takes a left but its not there, so his wife ask another guard and he says not it’s down on the next floor, you go straight and then take a left. So they go to the next floor and they go straight and then go left but the same thing no store, so his wife asks another guard and he says no no it’s on the 3rd floor then you go straight and then go left. So the finally founds it but it took him all that long to find this place which made him up set which is not customer services, that’s the Philippines Norm, if you where in the States most times the person would tell you where it is and then most times say tell you what I have some free time how about I show you, now that is customer service.
Next one
He gets to the store and he is looking for a serge protector for his 42″ LCD TV because he heard that the Philippines power can go up and down and he wanted to protect his 3,000 dollar tv. So he walks into the store and there are 9 guys just standing around pretty much doing nothing, he looks at one of the sergue protectors which there are 50 different kinds and he points at one and one of the sales guys comes over to him and says that it’s the best one that they have and he asked why? The sales rep said because it has a five minute delay if the power ever surges or shuts off, he asked why is this five minute delay so important and the sales rep could only tell him that it had a five minute delay and the parts are made in Japan. So now he is not sure what to buy so he goes to a TV stop and he sees some thing like what he is looking for and he said, hey I need some thing like that and he asks them if it has a five minute delay and the sales rep did not have any idea about what he was talking about and said all I know this is what we used, it’s called Panther. So he goes back to the other shop and tells the sales rep I want a Panther that is the best one but the rep says we don’t sale Panther but this one I was telling you about is the best and he says tell you what, if you buy this I will come and install it for you. Now the VP of etelecare says now that is customer service!
So now the sales rep has installed this at his house to his TV and everything is good to go, DONE but he has no real way to test it out to see what happens? So he calls the build admin and ask them about his TV and surge protector to see if it would work, the build admin just laughed at him and said sir, the whole build is set up with back up generators and surge protectors so no matter what if the power every surged or system would cover it.
Here is his point on this one, the sales rep did not ask him enough question to figure out why he needed this surge protector. When you are dealing with sales or customer service you need to define what the customer is asking and how you can help them, the Philippines norm is just sale and you need to know about the products that you are selling.
The seminar end good and he said that you need to train your people well on how that the States acted and what they want, kind out what they are looking for and why they need the product they are selling.
Who every did this seminar from what it sounds like they did a very good job, I would love to meet them.
I hope I got the story right.
CCAP sounds like the real deal, I will be at the nest one.
A Great Philippine Call Center Article
I just found this article online about Telus International Philippines, Inc.’s how their profits have gone up about 26.28% this year from 2007. Telus has hit all the major spots on the head which proves my point that cost on salaries, allowances and benefits has gone up on those things but stayed the same on everything else.
Good to see that the call centers in the Philippines are growing!
This article was written by Bussiness World Online
Unique Interaction goes google
Today the owner of Unique Interaction a Philippines call center announced that they were going google, now you might say what and you are right! the Owner Beau Rudd then explained that they were going to be changing 90% of there computers operating system’s gos because of the integration of the google app’s, documents, calendars, gmail, notes and google talk. Rudd said that the reason they are making this change over because it has increase the affiance of his staff in the past through using google for day to day operation, Rudd hopes including this new operating system that it will imporve day to day operations even more. Everything is connected to google and saved on google giving the employee the ability to save everything on google instead of there desktop. You are aslo able to interact with clients through google talk with voice and video right through your gmail and share documents with them as you please.
Rudd said one of the great things about the google sofware that it’s all free.
For more information on using google on in your business have a look at these links below. Google is known to be the biggest and most used search engine in the world.
ACS did not lay off 900 agents?
A report was released a couple of weeks ago that ACS Advance Contact Solutions lay off 900 agents, but now President Arroyo is saying that it was all BS and ACS is still continuing to grow and hire new applicants.
A call center in every province
The other day Presiendt Arroyo announced that she wants a call center in every province in the Philippines. Right now she has ask the ICT to do a study in all the province to see if this would be possible.
First thing she is crazy, many people have thought of this and even tried it but here are that problems that you would run into.
English and Connectivity
Most of the province don’t have both of these and I think it will be awhile before they do.
Call center mass layoffs?
Here is a good article about the Philippines call center industry and that the government does not think that there will be any mass layoffs in the call center business.
Call Center Outsourcing Guru
The year 2000 is the birth of an “Outsourcing or famously known Call center Service business” particularly in India, China, Singapore and Philippines. It is a phenomenal business that opens a wide opportunities for all such as schools, restaurants, building offices, local and provincial municipalities and the like who benefited the most. Whatever course you finish, no matter how young or old you are, as long as you can conversely speak English fluently “You’re-In”. Now, the question is How long an Outsourcing Call Center business is a booming industry and Is there a future for an Outsourcing business?
Many businessman and aspirants invest hundreds of thousand even millions of peso just to put up a call center business/office because the (ROI) Return of Investment is short and the profit is so alluring particularly because of the cheap labor here in the Philippines wherein you may get a highly educated operation and support group including Admin and Managers working with you. You pay them in peso and your gaining in dollars. Imagine the profits and other opportunities that may come to you. However, putting up an outsourcing business is not that easy. It is certainly a risky dare if you don’t know anything at all about call centers. It’s all about experience, vast knowledge and the courage to make decision are the essential characteristics of a wise call center outsourcing businessman. Partnering with the right people at the right time is the key to a call center success.
A competent businessman doesn’t simply decides or concludes right away. He/She can analyze, interpret and convert all the information, issues even concerns into useful business intelligence. As the saying says “More heads are better than One” that is why finding the right “mentor” or “guru” is a must for every Call center Outsourcing businessman or to anyone who is planning to build a call center business. Call center Mentors or the so-called Call center outsourcing Gurus is the right person that may guide and teach you how to become confident in decision making. They may also give you more techniques and guidelines how to make your decisions be more efficient and effectively, they’re so much better at knowing when you’re in the right place and at the perfect timing.
Decisions have the power to change your call center outsourcing business now and forever and the smart way to do a call center outsourcing business is to do it with your mentor’s or gurus. Not only to make a profit but also to visualize and put into action your business plans and make the difference.
To give you more tips and insights about call center here are highly recommendable sites to log on: call center outsourcing info; Call center outsourcing guide ; call center guy
American agents at a Philippines price
We are just getting ready to lunch our new service in the next couple of days that I wanted to give everyone a sneak peek.
There is allot of Americans, British, Australians here in the Philippines that really love it here or have families here and live a Philippines life last.
So what UI is putting together right now is Americans working here in the Philippines with you or your company weather is was inbound or outbound you would have some one work on your team. Its even possible to get some one working for you that is from your country, just need to know what type of skills that you need.
For get about the accent or possible language barrier!
