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.
CALL CENTER AGENT LIFE IN THE PHILIPPINES
Working in a call center firm is very decisive much more to those operators. On the part of workers like me and anybody else we know that this is not a lifetime career for us but because of the sudden job popularity, people here are encouraged to work instead of working outside boarder. On the other hand, for those operators who are investing time, effort and patience to run a business like this, they need to provide everything to keep it effective, sensible and profitable of course.
More often than usual, call center contribute or supply larger amount of employment almost every quarter of the year. The main reason why entrepreneurs chose to outsource here in the Philippines, because both big and small business centers are into job seekers for the reason that employment here is somewhat available. Filipinos wants to broaden their skills and knowledge and that could only mean that we can do multi tasking job.
Call Center life here in the Philippines is measured as the practical work these days. When it comes to accessibility, Filipinos are highly capable because of being flexible. There are people working even part time for this kind of job while studying. Reasons why foreign countries want to outsource here because they believed on the talents , intelligence and lifestyles of some Asian countries especially here in the Philippines.
Everyday you will see numbers of applicants here in Ortigas looking for job, job that could possibly give them wondrous experiences. The moment you get into this kind of work you will see for yourself the different changes that could happen. Late at night hangouts, taking advantage of spiffs and commissions, new colleagues, and interesting working environment are some of those changes. For people spend their time to this kind of profession, some find it motivating for them for their personal growth.
CALL CENTERS IN THE PHILIPPINES
Putting up of whichever kind of company, especially call center business, it is very essential to have enough understanding on how to run this kind of business. If you will notice here in the Philippines, basically on some recognized cities, there are offices rents here lower than the other foreign cities. If you have in mind of putting up one, by choosing lower cost of rental you can take advantage of it to have minimal operating expense.
Of course when you want to begin or set up any kind of business, you will need people to work for you. You should have at least these following factors to think with reference to capital, location, and price. Money matters as I was trying to say. Certainly, you would want to earn when you invest, Right? And it will take time for you to achieve them. That is why you need to take quality as your initial consideration. You will need quality people that can provide you quality service in order for you to do it.
Obviously, call centers in the Philippines is highly in demand for the fact that it is less expensive when it comes to renting offices, by terms of employment availability here, that is why other businessman will definitely wanted to expand or outsource their business here in the Philippines.
It may be said that the Filipinos are patient and hardworking. Being on the phone for the total of 7-8 hours a day is not that easy if you’re not patient as much as necessary. It has often said that for the succeeding years, call center jobs here in the Philippines will still be the favored employment instead of working overseas
CALL CENTER IN THE PHILIPPINES
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.
Mark Kobayashi-Hillary interview at e-Services Philippines
A good interview about the Philippines outsourcing done by INQUIRER.net reporter Lawrence Casiraya.
India call centers
There is some call centers offering every low prices to out source to India but I don’t think that many companies are going to work with them.
India is going to be dead in the next five years, all of the companies are going to move to the Philippines to work with a real call center.
Bye Bye India!
What makes Unique Interaction different from all the other Philippines call centers?
What makes Unique Interaction different from all the other Philippine call centers?
Unique Interaction is one of the most competitive call center providers that there is in the outsourcing industry, not only do we have the best prices and packages but we also offer great service.
How does Unique do it.
1. The client decides that they would like to work with Unique Interaction.
2. Interviews are set for the client so that he or she is able to pick the agents that they like.
3. A date is set for the client to start training the agents, the amount of days training is up to the client.
4. Campaign information is to be sent to Unique Interaction to upload on our systems.
5. A start date is set.
So there are your five easy steps, Unique Interaction will be there the whole way no matter the size of the client, it could be one seat or ten seats every client is going to get the same treatment.
We are known for looking after our clients come hell or high water we will be there through every step of the way.
Big Call Centers - Feeling the Pain?
The big call centers are feeling the pain because allot of the major companies in the states are down sizing but the small call centers are still getting bigger!
This is some thing that I did not think about, when all the large call center’s are dropping accounts like fly’s the small call centers that have some type of advertising are slowing growing bit by bit. This is nothing major compared to the number of accounts or agents that the big call centers have but its playing there toll because there prices are about the same if they were to home source in the States. So now the smaller Philippine call centers are lowering there prices to compete with the prices of the big boys along with the call centers that are offering home sourcing, does this mean that the big boys are going to go down? I don’t think so, they will always be around because the demand will always be in need but you are going to see some of the smaller call centers in the Philippines growing over the next couple of months.
Now India, you are going to be done here very shortly the US, AU and the UK is done working with you, it’s only time until you will say, India what?
