Philippine call centers operate at nighttime because it is daytime in most continents. This kind of working shift is new to Filipino professionals, making them prone to habits that help them adapt to their new environment. However, there are certain mannerisms that should be prevented at all costs to avoid poor-quality calls.
Agents are trained for as short as 4 weeks or as long as 6 months. During these times, Philippine call center agents are made to develop their communication skills, customer service skills, product knowledge, and culture. Outbound or inbound call center agents come from all walks of life. It is important that everyone has the same business goals when they start working in the production area, no matter what.
When employees have problems at home, it is required that they leave them there. Going to work in a bad mood can result in agents having a bored or monotonous voice tone. Customers expect a willing and enthusiastic customer service representative to answer their inquiries. The last thing they want to hear is someone who sounds like they don’t want to help.
Let agents know that HR is there for them to listen to their problems. More importantly, since agents are the representatives of a company, it is only proper to address clients formally as “Miss” or “Mister.” Save the nickname-calling for other agents only, not clients.
A call center is a fun working environment where different personalities meet. However, employees should be reminded that the production area is for work-related activities only. Eating and talking unnecessarily should be avoided to prevent the client from hearing noise. It shows disrespect and a lack of attention.
The use of foul or offensive language or tone is never welcome in a call center. Pacify customers with understanding words, and do not make the situation even worse by projecting negativity. An office lounge can be of great help to agents who want to pass the time and chat while on break.
Excellent customer service can be provided when employees are pleasant and in a good place. Management can help them achieve this by setting realistic goals and expectations. Employees often imitate what they see, so it’s important to be good examples to them as well. It is ideal to maintain a happy culture at work, but one should never forget to ensure quality work and calls first.
Agents are trained for as short as 4 weeks or as long as 6 months. During these times, Philippine call center agents are made to develop their communication skills, customer service skills, product knowledge, and culture. Outbound or inbound call center agents come from all walks of life. It is important that everyone has the same business goals when they start working in the production area, no matter what.
When employees have problems at home, it is required that they leave them there. Going to work in a bad mood can result in agents having a bored or monotonous voice tone. Customers expect a willing and enthusiastic customer service representative to answer their inquiries. The last thing they want to hear is someone who sounds like they don’t want to help.
Let agents know that HR is there for them to listen to their problems. More importantly, since agents are the representatives of a company, it is only proper to address clients formally as “Miss” or “Mister.” Save the nickname-calling for other agents only, not clients.
A call center is a fun working environment where different personalities meet. However, employees should be reminded that the production area is for work-related activities only. Eating and talking unnecessarily should be avoided to prevent the client from hearing noise. It shows disrespect and a lack of attention.
The use of foul or offensive language or tone is never welcome in a call center. Pacify customers with understanding words, and do not make the situation even worse by projecting negativity. An office lounge can be of great help to agents who want to pass the time and chat while on break.
Excellent customer service can be provided when employees are pleasant and in a good place. Management can help them achieve this by setting realistic goals and expectations. Employees often imitate what they see, so it’s important to be good examples to them as well. It is ideal to maintain a happy culture at work, but one should never forget to ensure quality work and calls first.