Keeping it simple and straight forward
Lets admit it, no matter how many options we choose from, its still hard for us to find the one that we really like, or the exact one that we need. Wouldnt it be nice if we are able to choose just the exact things that we need? That is what im trying to gear towards to, provide our clients with the power to pick and choose.
If they can find a company that could give them exactly what they are looking for, nothing more and nothing less, the offer would surely be appealing to them.
I still have a bunch of tweaking to do, but im sure it wll be all worth it
BPO to KPO(Knowledge Process Outsourcing)
Business Process Outsourcing is now a big industry in the Philippines and we are one of the countries that is known worldwide to be a good place to outsource. We know that we cannot compete with India and China’s volume in terms of scale, but we can certainly beat them in terms of quality of service. Providing Higher-level services should be our focus.
The Filipinos are very competent in the fields of Engineering, Health care,Finance and Design Process and with these area of specializations, we can start focusing on it as future services that we can offer on top of regular call center services. We have to attract clients not because of the numbers of employees that we can have but the fields that we can offer to them.The industry of engineering design work, health research capabilities, finance accounting and analytics work should become our new sources of growth for the industry
This doesn’t necessarily mean that we have to change the way we offer our services, the new focus on high-end services must go with efforts to sustain regular call center operations since this is still the bulk of the industry’s revenue.
rgs
Call Center Crash Course, Does It Help?
During the early years of the call center industry, one of the most in-demand services is English proficiency training, since customer service and outbound telemarketing for the US that time was something relatively new to Filipinos and that for us to be able to cope with it, an excellent command of the English language is a must and we have to admit that those kind of training really helped a lot. Now, as years go by, because of the rapid growth of the industry and the huge demand of agents it entails, most BPO companies decided to do in-house training, fusing it with the company’s existing training procedure which actually help them save time and of course money. Because of this, the need for training services from third party companies had lessened dramatically. During its silence, a new breed of training centers came out, the call center training institutes that offers short term courses for people who wants to enter the call center industry, they provide basic trainings such as grammar, American culture, geography and a little bit of everything.
I would say it’s a good idea but If you would really want to be a competitive candidate for any call center, it would take more than a crash course to get you in, especially if you are competing with other candidates that already had call center experiences, I’ve done recruitment before for a call center in Ortigas and I would say that I’m not that impressed with applicants that boasts about their call center training, I’m not saying that they are terrible, all I’m trying to say is, if I want myself trained, I would definitely want to know what’s really important. What I’m pointing out is to go more in dept and focus on the important parts. If you want to train call center agents, train them on phone skills, phone ethics, build confidence, spontaneity and train them to think on their feet. Most of the applicants I interviewed before can’t even look straight at me and can’t even express themselves. Bottom line is, for people out there who are planning to take training courses for call center, look at what they have to offer, what’s their training program and what does it cover. For those who are doing training and are planning to do call center training, consider my words as pieces of advice, all of those came from first hand experiences.
-rgs
