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By beau On July 28, 20092 CommentsI 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.
Recent Posts
By beau On May 7, 2009
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Are you having trouble finding outbound call centers? What if I told you that you could get one for 7 dollars an hour USD? Unique Interaction is now offering prices better than any other call center in the Philippines!
When you are dealing with any outbound call centers in the Philippines you want to make sure that you are going to get your moneys worth and most important is the quality of the sale that you are getting.
We have ran a lot of outbound campaigns in the past four years so we know what we are doing in order to give you what you need to make your account work. We have the most advanced predictive dialer that is out there with great reporting and stats to make sure you know how well your team is doing.
Even better, we give your outbound call center a chance to really listen to your agents real time or even if you want barge there calls so that you know that they are doing the job that you paid us to do.
Without your reports, you would never know what is going on.
We are Unique that is why our name is Unique Interaction.
By beau On May 6, 2009
1 Comment
Obama is hitting some of the large corporations with making it harder to outsource but it sounds more like they are targeting India than any other country. Well from a lot of the news on TV and the internet, nothing really is said about the Philippines. I my eyes you are going to see a big growth in smaller business outsourcing than the big one’s because I think at the end of the day the tax break is not that important if its five to ten agents than hundreds.
The last couple of days its been all over the news about what Obama has said.
The US and many over countries are really getting leasing to call center outsourcing because it has been going on for many years now, I think Philippines really started around 1998 and India around 1990. For Obama to pass these laws they still say its going to be very hard to get approved and a lot of the outsourcing companies don’t seem to worry about it.
I did not vote and I with that I did and if I would have I would have voted for Obama because I believe he will make a change.
By beau On May 5, 2009
3 Comments
I have been seeing a lot of different countries trying to get into the BPO business like Mexico, Kenya and China.
Now the problem that they have is that their English is horrible compared to the Philippines. I don’t know why their English is not good in these countries maybe the British? I guess that they are trying to go after the back end BPO like data processing but a lot of them are trying to do voice also which I think is a bad idea.
The big difference in the Philippines is that the US has been in this country for over a 100 years, you walk around here in the major cities like Ortigas, Makati, Cebu and Baguio you will see every store or fast food on every block. I don’t think that there is anything closer to the States as far as accent and American English.
I can sell the services all day long that we offer at Unique Interaction but at the end of the day I want to sell the Philippines and how good the English is.
Once you step outside Manila then you will start getting into where things are a little different than what you would see home and the way that they are running things.
Anything you can do I can do better
By beau On May 5, 2009
2 Comments
About a month ago, I have been buying headsets for the agents so that they would really take care of them because they own them and they can take them home to use. I got some nice ones that would fit in a small case and I noticed today that some agents are making them look COOOOOOL.
By beau On May 3, 2009
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We watched the fight at Aruba in Metro walk in Ortigas and it was great!
Glad to see Pacquiao win and even better it was a second round KO!
Thanks Manny for helping get the Philippines well known.
Also thank you so much for all our clients that supported and watched the fight.
By beau On April 29, 2009
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I have really been looking into hosted dialers or hosting my dialers in the US instead or keeping them here in the Philippines because of not having to worry about the hardware and then also being able to host them in the States might improve the quality a little bit more.
I have also been looking at buying a commercial dialer and hosting it in the US to help improve the reporting of the dialer that we are currently using which is Vici dial. The problem that you have with buying a commercial dialer is the cost, Touch Star told me the other day that it was $1,000 dollars per seat and that’s only the licensing then you have server cost and dialogic cards and many more.
And there are many other commercial dialers out there
Back to a hosted dialer
I have heard about:
1. Touch Star - I think its a great dialer to sign up with for hosting a dialer but the problem is the cost is a lot, about 300 a month per agent plus 1.9 telco. Also set ups. This is a good dialer but its going to cost you and it still breaks like the other ones just cost a lot more.
2. Magnalogi - I sign up for this company, I talked to the VP of sales but found out he had no idea what he was selling, I would suggest not using this company. Cost looks good $150 per agent including telco for the first month second month is $250 per agent per month. I had a lot of problems and decided in 3 hours to cancel the account.
3. Hosted dialer - I just found this company and I think that they would rock, $190 per agent per month with telco. The nice thing about this is they will let you test it before you sign up, I believe for 3 days maybe one person. I talked to their person in sales and he knew what he was talking about, it made me feel a lot better about signing up with them after what I went through with Magnalogi. I think I could get them down to about $150 a seat with more seats.
I have seen some other hosted dialers but for now I just wanted to talk about these three, like I said go for hosteddialer.com because they put there money where there mouth is and let you test it first.
By beau On April 27, 2009
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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
By beau On April 22, 2009
2 Comments
After working in a call center for over six years here in the Philippines I have seen the advantages of India and many other countries that office call center outsourcing. The growth in the Philippines has been really big the last couple of months other then some call centers down sizing because of the economy in the US but you are still always here about India in movies and TV.
It’s always India India India I guess because they where one of the first to get into the game of call center outsourcing but the Philippines is gaining on them.
Another reason that it might be that a lot of people don’t know about call center outsourcing to the Philippines because the accent is much better than Indian call center.
