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By beau On April 22, 2009
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There has been a huge amount of large call centers in the Philippines that have been down sizing their staff or retrenchment agent because of the economic crisis in the US and through out the world, there has been some lay offs as much as 200, 400 and 600 at a time.
A funny thing is that there has been a boost in outsourcing for the small Philippines call centers, I’m not sure why but we are seeing a lot of the smaller call centers that might have been scared back when everyone thought the sky was falling but even at Unique Interaction we have seen about two new clients coming in every month for the last three months.
I’m not sure what the out look looks like for the bigger call centers as companies around the world are laying people off like crazy but it looks like the small call centers are going to be alright.
By beau On April 22, 2009
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One of the things that helps a lot of new companies that are coming into the call center game or offshoring there operation in order to get the best outsourcing price out in the market is to look at call center seat leasing. This has been around for a couple years, started by some companies like Callworx and Uniuqe Interaction. If you are new to the Philippines its best to start off seat leasing and getting used to the Philippines and how everything works here. You will see a lot of call centers here coming out and setting up first instead of seat leasing and running into a lot of problems or even going out of business. This mistake could have been prevented if you started with seat leasing, because it lowers some of the risks just like dipping your toe in the water before you jump in the lake.
By beau On April 22, 2009
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One of the campaigns that is starting to make its way to the Philippines is non voice programs which is great because there Philippines is very good in doing such tasks and at rates 50% less than what the US and some other countries offer. The Philippines is said to a see big influx of non voice campaigns over the next couple of years but it still does not see a drop in outbound and inbound campaigns happening any time soon.
- All agents have at least two years college education
- Very well versed on computers and software
- Can type 30 words or more a minute
- Able to do live chat, send emails and data encoding
Unique interaction is now offering Non Voice Call Center In The Philippines starting at 5 dollars an hour
By beau On April 22, 2009
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When you are working for an outsourced call center in the Philippines, it’s hard to deal if you are a foreign manager, because they where not brought up here and doesn’t know the culture. The life in the Philippines is close to the US and other countries, but its still not the same life style, slang and culture. Because Philippines were colonized by the Spaniards for around 300yrs & the Americans came here at the time of World War 2, that’s why our language is mixed with Spanish, English & Tagalog.
Talking to some Client’s can relate to you and understand on how they want your agents to communicate over the phone is very important, or the way that you want your reports done by just sending an email to make things easy without having to explain over the phone.
Clients have team leaders and managers that check their accounts, but most of the time they want to talk directly to the main Chief “Beau”, because they know I’m American & that I would quickly understand what info. or issue they want me to pass to the agents.
When you are in the Outsourcing Business, you want to make sure that you are working with someone that is going to give you everything that you need at the end of the day, but most would like to be able to talk to someone that understands your need. A man who is trained to his peak capacity will gain confidence. Confidence is contagious and so is lack of confidence and a customer will recognize it both.
By beau On April 22, 2009
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Filipinos are a lot favored by foreign clients because of our neutral tone of voice or accent. Plus the fact, that we are more patient and very eager to recognize and understand the different effective telesales strategy.
One nice thing about call centers here in the Philippines, there is no discrimination. It doesn’t matter with regards to your gender, status in life, and even your height and weight. As long as you can explain well what you want to offer if you are on outbound sales, and you know how to give customer satisfaction if you are on the technical and inbound sales.
Call Center commission and spiffs that motivates the agents to work harder just like other company gives and supplying them with working materials like computer, headset, internet and air conditioned working environment. Not just that, the annual celebration of parties like for example, if it is Christmas season there are programs, games, bonuses and incentives that agents are very much awaited for.
Some companies also provide team building by doing it out of town for swimming or hiking, bar and restaurant hopping that helps their employees or agents to build healthy relationships between each other. They are conducting seminars on how to maintain proper telecommunication strategy, which helps them to develop more their skills.
Training centers are also available here in the Philippines, that help those who want to learn the fundamentals of call center job. I would say that the Philippines, is a more practical country compared to other countries by terms of employment availability, cultural adjustment and advanced technology know-how of the people here.
By beau On April 21, 2009
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By beau On April 21, 2009
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Outsourcing happens when the company purchases a product or service from other company. Successful outsourcing requires a strong understanding of the organization’s capabilities. Some company cannot afford to do it altogether. For instance, the call center firms here in the Philippines, outsourcing is an effective cost-saving strategy when used properly. It can provide you the things you will need in order for you to operate your business.
Companies need basic understanding on how to manage effectively. Of course they need to sustain all the materials or equipments and take it as considerations like functional agents, pleasant working area, helpful training materials as well as valuable management skills just like what we have here in Unique. Commercialized job like call center gives enchanting recommendations that would help agents motivate more to work further.
It is very important to maintain the welfare of the people in any kind of working field. Most especially they’re health and interest in order for them to work properly. Like any other companies they have human resource which helps the company to hire competitive agents who are flexible enough to go on with the ever changing world.
It is safe to say that, the longer you stay in this kind of job the more chances you will have to broaden your knowledge. Wise marketing and management strategies are both factors to be considered to get the natural success of any kind of profession.
So if you are looking forward to outsource your business that would provide you with those following factors, Unique can help to make your business to be one of the reliable and effective source of quality business.
By kat On April 21, 2009
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Class year end again and a lot of graduate students are looking for a job in order for them to enhance and establish their knowledge to their related course. Most of the time it does not happen for reasons, a lot of factors to consider like peer pressure, lifestyle and unconditional stability of life. Call Centers are popular in today’s society and other people think that when you become a call center agent it’s a “wow” thing, like you can earn lots of money because of the salary, the benefits you’ll get and the friends you will meet. I would say it’s a job for a reason for a good season, in other words there’s a limitation.
Living with bunch of struggling, happiness, competition, teamwork and sometimes disappointments, you can experience all of that in our call center world but we have to learn to love it. Being Focus and Positive these two main ingredients can put you on the level of success, just like other field of work. It’s not like you come in, have a sit, put your headset on, make a call, get a sale, cigarette break, make a call, get a sale, go home and just wait for the cut off and then do it again and again. Being a customer service agent needs flexibility and determination in order for you to get your goal.
Other establishing call center company had been into many issues of bankruptcies, but still some stayed to get along with this past faced existence of changing world. I remember these few lines which I learned from this field, if it’s got to be, it’s up to me. There’s a lot choices out there, but chances are so few. Everyday is a learning process for me. As a graduate marketing student, I would say I already applied my knowledge by interacting to people by means of communicating using telephone without me seeing them personally. Different nationality, accent, cost of living even their personal lives, I experienced knowing all of that.
Sometimes our demands in life change, we are very much confused to our needs and want and let ourselves ignore the availability of what is only there. Just like job, we want something for real for life, something equates to our abilities and strengths. In my call center world it’s more than that, what I’m trying to say is, you will learn things you never thought you would. This is not just English speaking plus confidence equals money, this is all about life, about existence.
The passion and style that call centers brings, can help us adapting the different changes happening inside and out of the country. Let’s say for pessimistic sake the disadvantages of being a call center agent. There’s you’re friendly local hold upper, destroying your sleeping pattern because of working late at night and the number one issue, being the number one customer of all bars especially if it’s pay day. Well, let me take back to what I said, we are living in the changing world then so be it.
