Providing services as a call center to other businesses comes with several goals. Perhaps most importantly, a call center must provide the same level of service or better than the business does on its own. Clients want their company to be represented with the same care as it was before it was outsourced to a call center, which means that effort must be taken to do so.
Call centers must prioritize customer experience in their work—but what are
the expectations, and how can call centers rise to the occasion? Growing pains
have come to be expected from outsourcing, but there is no reason for them to
be.
In this blog post, we will explore the importance of delivering a positive
customer experience in the call center industry in the Philippines and offer
strategies for achieving this goal. Let’s get right into it!
The Role of Customer Experience in the Success of Call Centers in the Philippines
How Do Call Centers Contribute to Customer Experience?
With care and attention, using a call center for your business needs can help
to drastically improve customer experience. A business without a designated
customer support representative team can appear cold, unreachable, and
untrustworthy to prospective and current customers. On the other hand, having a
personable, helpful human on the other line makes a customer feel cared for and
heard.
With employees that are trained to engage in customer relations, Philippines
call centers are adept at talking to American clients, solving problems, making
cold calls, and whatever a company may need. The experience that employees of
call centers in the Philippines have has been proven to contribute to improved
customer satisfaction, sales conversions, and retained customers.
Additionally, call centers are also able to use analytics and strategies through
their expertise that an understaffed or underfunded employee section of a
business may not be able to make. These analytics contribute to customer
experience directly. Call centers can collect metrics, sales data, and more to
help improve company strategies and protocols. This data collection can help
contribute to further success in engaging with customers and attempting to make
sales and connections.
The right call center for your business will help to provide a better customer
experience while improving your business processes in other ways. They care
about the success of your business, especially so they can keep you as a client.
What Are the Challenges Call Centers Face in the Area of Customer Experience?
Despite the training, success, and hardworking nature of Filipino call center employees, there are still challenges that call centers in the Philippines face. Namely, in the assumptions that others make about the quality of call centers. Let’s discuss these issues and how call centers can work to overcome them.
Dispelling Common Misconceptions
Call centers can get a bad reputation for the mistakes of others, regardless
of hardworking employees and well-trained staff. While not all call centers are
alike, there is a misconception in America that call centers are a step down
from regular customer service experiences. This thought does have roots in
socioeconomic prejudice but also stems from stereotypes about call center
experiences being poor in quality.
To dispel these misconceptions and assumptions, call centers in the Philippines
must work to rise above, provide excellent service, and avoid any snafus that
come from cultural differences. These poor experiences can lead to further
misunderstandings between American audiences and companies who cater to
outsourcing customer service, sales, and other business tasks.
Call centers in the Philippines work hard to dispel these misconceptions by
connecting with American customers. Their high rate of English speaking allows
Filipino call center workers to more easily connect with American customers and
provide high-quality customer experiences.
Proving Connection to American Culture and Understanding
Due to the popularity of call centers in countries with low rates of
English-speaking and more extreme cultural differences, proving that a call
center can seamlessly interact with Americans is important. When trying to hire
a call center and outsource services for a business, business owners should
research the location of the call center to ensure that there are not too many
differences.
A call to a call center employee should not feel any different than a call to an
American employee in an office. If it does, customers may have negative
reactions. They want to speak to someone at the company. However, call centers
in the Philippines go above and beyond to ensure that customers never have this
feeling due to their cultural understanding of America and fluent English
speaking skills.
The Cultural Appeal of Philippines Call Centers
As we mentioned, Filipino call centers have a dedication to providing a
seamless transition from company to call center. But what makes call centers in
the Philippines so different? Why are they more prepared to provide high-quality
customer experiences to American clients?
The answer lies primarily in the culture of the Philippines. As a people,
Filipinos are very interested in American culture. Unlike other popular call
center locations, the Philippines is tuned into American media, tv shows, music
artists, and the American way of life. Out of all of the countries in Asia, the
Philippines is considered the most Americanized.
In the Philippines, it is not uncommon to see road signs in English and movies
played in English without subtitles. English is one of the official languages of
the Philippines, and is required to be learned throughout the public education
system.
Collaboration between Philippines workers and American companies is also not a
new occurrence. In fact, there is a relatively high rate of Filipino migrant
workers in the United States as a result of the close cultural ties that the two
countries have. According to
Migration Policy,
Filipino migrants are more likely to be highly proficient in English compared to
other groups of immigrants.
How Do Call Centers in the Philippines Improve Customer Experience?
Now that you know more about the distinct advantage that call centers in the
Philippines have over other options, let’s discuss the strategies that Filipino
call centers use to ensure customers are satisfied.
Using Loop Contact Solutions as an example, it’s clear to see that these call
centers go above and beyond expectations for experience. Loop Contact Solutions
is the number one call center in the Philippines and sources highly experienced
call agents from Manila to boost customer satisfaction.
Hiring
First and foremost, having high standards for hiring can drastically change
the quality of call center employees and their work product. Loop Contact
Solutions hires educated workers to fill their positions. They hire agents for
individual clients and even look for qualified employees that might best suit
the needs of a new client.
They also emphasize talent acquisition to ensure that they hire the best
available workers. In the Philippines, call center jobs are highly sought
after–but Loop Contact Solutions uses a diligent screening process for their
hiring process. This process features four rounds of screening.
Training
Secondly, Loop Contact Solutions emphasizes training. Upon hiring, new hires
are rigorously trained by the Operations team to adapt to the needs of their
clients, interact with customers, and boost sales.
Additionally, the agents never stop training. Each month, all of the call center
agents engage in refresher training that aims to support agents in improving
customer experience. For each new client, Loop also builds new training
protocols and processes, so that agents can be trained directly for the needs of
each client.
Planning
Aside from the care and attention that Loop Contact Solutions puts into hiring and training, they also treat each client individually to best cater to their customers’ needs. In collaboration with their clients, they learn how their client’s customers like to be spoken to, the needs of the niche, and the goals that the company has for working with a call center.
Data Collection and Reports
As we mentioned earlier, call centers in the Philippines are adept at
collecting and analyzing information regarding their call center activities.
They want to provide American clients with proven results and tangible
statistics to help their businesses.
These data points can help identify issues in planned marketing messaging, sales
strategies, and even cold call scripts. Loop Contact Solutions is always
prepared to adjust their strategy based on this information and the wishes of
their client for the best results in customer experience.
Proven Methodology
Lastly, there is a reason why Loop Contact Solutions pays such careful attention to selecting their agents and training them so rigorously. Their methodology is proven, with a 95% customer satisfaction record. This record rivals that of most call centers and likely competes with many customer service agents in the United States.
How to Get Started with a Philippines Call Center
Ready to start using a call center to improve customer experience? It’s as easy as reaching out to Loop Contact Solutions for a consultation with an expert by clicking here. Loop Contact Solutions also is prepared to offer you 90 days of free service to ensure that you are satisfied with their services.
