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The First Filipino Online Call Center Magazine

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Customer Service Basics

Posted by admin on July 16, 2010


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Posted in ARTICLES, Videos | Leave a Comment »

Teleperformance Epic Relay Team: We choose our own lifestyle

Posted by admin on July 16, 2010


MANILA, Philippines – Some three months ago, joining the Chris Sports’ Epic Relay 250 was just an idea, born from the excitement of establishing a running group of Teleperformance (TP) employees and browsing through Takbo.Ph’s 2010 race calendar.

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Posted in Lifestyle, News | Leave a Comment »

Motivating the Team When Times are Tough

Posted by admin on July 16, 2010


Everywhere you go people are talking about the economy and its effect on them personally. On a recent business flight, the person sitting next to me mentioned that seven members of her family are out of work. At my aunt’s 90th birthday party last week, the conversation quickly shifted from pleasantries to the dire straights of the job market. At my own dinner table, our family of four frequently discusses their concerns about job security. It doesn’t matter where you go; people in the workforce are worried. The conundrum that managers and supervisors are in is how to keep their teams motivated. There are five important things to communicate.

1. I value your extra efforts. People who feel appreciated are more positive about their jobs and their ability to contribute. They work harder when someone notices. What that means is that supervisors and managers need to get out of their offices and pay attention. When they notice someone doing something extra, they need to praise them as publicly as possible. “Wow, Jack! You must have been on that call for three hours. I know your shift ended two hours ago. You never once sounded like you were rushing. I am sure the customer was very appreciative of your help and has a positive feeling about our company as a result. Thanks a lot.” In praising employees, be sure to be as specific as possible. Instead of “great job,” describe what they did that was worth noting. Everyone likes to be noticed so in looking to praise your employees, remember little things count. Recognizing only the highest performer in the bunch or the person accomplishing a Herculean task will defeat your purpose. “Hey, Mary! This snowstorm made a lot of people late. You, Carlos, Mike and Silvia were here on time. Thanks for leaving home early. It means the callers won’t be in cue as long.”

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MOST CREATIVE TEAM PICTURE

Posted by admin on July 13, 2010


JOIN OUR ONLINE PROMO!

Get a chance to win 1000pesos worth of SM gift certificates! Just post your most creative team picture on CallCenterLink’s wall and tell why you think your team is the best. This is not limited to BPO/Call Center agents. Anyone in the sales/service industry may join!! The picture who has the most number of “LIKES” by 11:59pm July 31 wins Php1000 SM gift certificate!

View the entries at our Gallery! You can still submit yours!

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Achieving Sales on the Telephone – Effective Outbound Calls

Posted by admin on July 13, 2010


The key to making effective outbound calls is structure. The most effective telephone sales person will have a set process for contacting customers and will stick to it, no matter what the temptation to alter their methods. Most outbound call agents will use a ‘working list’ to contact customers, it is important that you approach this list methodically and the following approach will help you to remain effective.

Define your ideal customer – The best way to predict who your future customers will be is to understand who your past customers have been. For instance, if by looking at your past client base you realize that the majority of your orders have come from the 18 – 30 year old bracket, then this would likely be the best people to focus your attention on. Of course age isn’t the only consideration to make. You may also want to look at geography, past buying patterns, interests etc.

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Posted in ARTICLES, General, Outbound | Leave a Comment »

Proactive Customer Service

Posted by admin on July 13, 2010


Posted in ARTICLES, General, Inbound, Outbound, Videos | Leave a Comment »