The Perks and Benefits Working in a Call Center Company

/in /by

To be a call center agent means that you have what it takes when it comes to tackling rush hours, managing work load, and camaraderie. Working in the call center industry in the Philippines is no easy job compared to other Business Process Outsourcing (BPO) companies in the country, but it does have its cool perks and loads of benefits!

The Big Pay

The call center industry offers higher basic pay for fresh graduates, experienced agents and even for working students. Other benefits like performance-based, night differential and allowances may differ among call center companies, but they do get higher in percentage (%). For some employers in the Philippines, on top of the 13th month pay, they also offer a mid-year bonus, Christmas bonus, cost of living allowance and more!

Free Trainings and Career Growth

Working in a call center company gives you the benefit of free trainings on languages and management. This helps employees to communicate better with customers, potential clients and provide superb services. Some call center companies even provide their employees with post-graduate studies scholarship.

Promotions and incentives are faster inside a call center company than any other BPO company in the Philippines. Employees’ efforts and hard work are easily recognized and quantified!

Being a call center agent doesn’t just limit you to accepting or making calls; you can also be a language translator, an online tutor or an effective operations supervisor or manager.

Health Benefits

Because call center companies are notorious for their rush hours, Holiday and rotating shifts, employers have developed the perfect Health Maintenance Organization (HMO) to help their employees with their medical and dental finances. Not only that, different call center companies in the Philippines even provide sleeping quarters for employee who will be changing shifts the same day, a computer and gadgets room to satisfy the gamers, unlimited supply of coffee and juices if that’s what you’re into, and spa vouchers so you can have your tired body relaxed after work.

Do You Have What It Takes?

To be a customer or technical support professional is not for all. A call center agent might have already told you the amounts of stress he or she had. But no work is stress-free! Even an elite company’s CEO gets stressed from time to time; they just know how to handle it, so should you if you want to be a part of the call center industry.

What is Negative SEO?

/in /by

This kind of method has been around for so long, people don’t call it Negative SEO back then and it is used to drop page and websites from search results containing false news and offending content that ruins the good reputation of a person, business and organization. Programmers are even more successful in doing this with a simple hacking or just by reporting the site that hosts the offending content, but that could take ages.

Today, Negative SEO is being used to attack people and businesses online with the intent to lower their website’s rankings, popularity and eventually destroys their name. Whatever the reasons are; political, financial or personal reasons, there are people out there who are doing this today, probably right now.

3 Main Reasons Why Negative SEO is Being Used Today

Search Engine Reputation Management (SERM)

It may sound shady, but yes, this is a totally legitimate way on how you can clean your business’ name online, also referred to as Online Reputation Management. Back then, SERM wasn’t widely used but today a lot of businesses are acquiring the aid of SERM specialists due to the increasing amount of virtual attacks. The SERM specialist’s task is to clean up bad rumors and false news against their client over the internet.

SERP Bubbling and Google Bowling

SERP bubbling is the process of lowering a competitor’s website ranking in search result so yours will float up to the top. While Google Bowling is intended to completely remove a page or site from Google’s search results by making Google think that it is spammy. The methods are simple but deadly.

  • Thousands of unnatural backlinks in a short time
  • Backlinks using bad keywords
  • Dropping of links on link farms, adult sites and forums
  • Site hacking and infecting
  • Adsense and Adwords banning
  • Black hat social bookmarking and networking

There are a lot more Negative SEO techniques which I cannot share here, in case you might get the idea of trying them when you get angry.

Senseless Attacks and Racial Discrimination

There are those who are gifted with coding complex programs who use their skills for senseless actions like hacking websites just because they can and even infiltrating a person’s social media account and gather their personal details for the purpose of humiliating them. While other hackers use their skills to target specific ethnicity just for the fun of it.

3 Big Reasons Why You Should Hire a Graphic Designer

/in /by

The demand for constant change and uniqueness on designs online and offline has made a lot of businesses successful in marketing their products and services, while others still struggle to find their success. So it isn’t a big surprise that many businesses today are considering hiring a professional graphic designer, local and offshore.

A professional graphic designer’s excellent visual perception make it a lot easier for businesses to update their website’s design to what their targeted audience would like to see and feel. This also gives them power to attract offline customers using properly prepared digital artwork for a commercial print.

A $25-$50 dollar already prepared design or logo online can sure save you the time and effort instead of creating them yourself, but there are a lot more benefits you’re missing. Here are 3 big reasons why you should hire a graphics designer.

Creativity and Adaptability

Standing out from the rest can either be good or bad for your business. The key is to stand out from your competitors by the way their website and brand looks like, the colors they use and even how they present their ads because most of them have been using the same strategies and materials for years, and you don’t want your website to look just like theirs.

  • An experienced graphic designer who’s been in the business for years is well aware of the latest trends and how to blend graphics with specific thoughts and feelings that your audience is looking for.
  • It is easy for a professional graphic designer to understand your brand and how to make you stand out good.
  • Adapting to changes and upgrading of skills as the market demands it is natural for graphic and web designers. They think outside of the box in order to make your design dreams come true.

Consistency and Quality on Work Output

Having a distinct brand that’s acceptable with your audiences’ eyes based on what you’re offering is a sure winner, but how can you achieve it? Consistency in your designs, whether for online or offline use, plays a big role. Using different fonts and themes may seem pretty for you, but you’ll have to remember that you are designing for your customers not for yourself.

  • A well presented design can give a huge impact on potential customers.
  • Uniformity gives your brand an identity, something that your customers can recognize easily.
  • Sometimes just a few tweaks on colors can come out greater than the rest.

A professional graphic designer is always up-to-date with the latest technologies available so they can deliver better designs that suit both you and your business’ needs.

Money and Time Saving

A professional graphics designer is pragmatic and he knows his software and tools very well. Unless you are one, doing all the designs for your business yourself can lead to a disaster.

If you’re planning to teach yourself how to produce good looking designs using Photoshop, then you’d be wasting a lot of time on it than working on the more important parts of your business. It’s not bad to learn designing step-by-step if you have the extra time. But since a growing business gets a lot busier every day, it would be wiser to hire a professional graphic designer to help you out.

  • Your printed designs may look different from what you’ve created due to some image specifications. It will be faster and cost-efficient to have a designer to make it all print-ready for you.
  • The time you spend fixing your own images takes away the time you could be spending on improving customer service or other crucial parts of your business.

The next time you consider hiring a professional graphic designer, do add these few tips on your “to do” list to get the most out of your graphic designer.

  • Research for the right service provider who can help you from start to finish.
  • Clearly state your objectives. It helps if you write them down.
  • Always have time to communicate with your provider to eliminate time consuming misunderstandings.

The Philippines, where English is the second language, has always excelled in providing English-based services; from simple graphic designs to full complex software and website development.

iStaff Outsourcing Services is always ready to help you grow your business. Let’s start from what you want and what your business really needs.

3 Great Benefits of Outsourcing Data Entry

/in /by

The process of manually typing, updating, maintaining and retrieving information from a computer system database are the specialties of Data Encoders. Though it may look like an easy task, Data Entry requires precision and accuracy at all times. It has become widely essential for business today to hire Data Encoders, since data is the foundation of all businesses.

Why the need to outsource Data Entry? Whether local or offshore, outsourcing parts of your business gives you access to the latest technologies and a wide pool of talents you’ve never seen before. Here are the top 3 great benefits you can enjoy from outsourcing Data Entry.

Higher Efficiency Rate and Time Saving

Partnering with the right service provider enables you to focus more on the core competencies of your business. It takes away the cumbersome and tedious Data Entry tasks and places them in the hands of the right people who specialize in them. This is a huge advantage for large businesses with a lot of data storage to manage.

  • You get more time resolving in-house issues
  • You can focus more on customer service or other revenue-generating tasks
  • You get access to the latest technologies
  • You get to choose from a wide range of talents to work for you

Strategic Advantage over Competitors

Your in-house employees can be more creative and productive and because of competency, your outsourced Data Encoders would perform more effectively.

If you’re business is in the USA and you’re considering hiring an offshore outsourcing company, specifically in Asia, this gives you faster turnaround because of the huge time difference. Same goes for businesses in the South America, UK and other parts of Europe who are seriously considering offshore outsourcing.

Lowered Overhead Cost

The money spent on hiring and training new employees will be decreased if you outsource your Data Encoders. Same goes for the time and equipment you’ll be investing in. You can get your work done at comparatively lower costs.

  • Time and effort in hiring and training in-house Data Entry staff will be eliminated
  • No need to invest on new equipments
  • You can get lower costs without sacrificing quality

The Philippines, where English is the second language, has always excelled in providing English-based services; from simple clerical tasks to complex web-based programming and designing.

iStaff Outsourcing Services is always ready to help you grow your business. Let’s start from what you want and what your business really needs.

Hiring Your First Offshore Employee – Outsourcing Tips for Beginners

/in /by

Outsourcing may sound easier to set-up compared to offshore outsourcing, but really, both share the same patterns of success and failure. What’s important is that you must have a well thought out plan.

After all the tiring research and canvassing you’ve done on all the offshore outsourcing partners that pique your interest, there’s still one more thing to do before you can hire your first offshore employee; signing the contract.

The Agreement

Offshore outsourcing companies will present you their contract for review and approval. They might offer you two types of services; staff leasing or project-based. Choose one and if everything in it goes well with your plan, sign it! But if you’re striking a deal with an offshore freelancer, you must remember to deal only with the one who has the highest probability of delivering what you asked for. That’s why prior research and a bit of investigation are important.

Here are some of the common problems with offshore freelancers you might encounter.

  1.  No contract that binds him to his responsibilities;
  2. Skill level on prospects’ online resume isn’t always what it seems;
  3. The risk of data security – your offshore employee might not have the best protection system in place;
  4. How you’re going to send him your payment if he doesn’t have a Paypal account; and
  5. Not 100% committed to your project due to multiple clients – for some, it depends on how much you’re paying him.

Take note of the above if none of those ever crossed your mind before!

Getting Started

Now that you have an offshore employee, you can get started.

The most important part of getting your projects done right is communication. If you chose offshore staff leasing or project-based with a third party company, expect that communication will be smooth because they will be the ones to contact you regularly. But if you opted for the offshore freelancer; there’s Email, Skype, Yahoo! Messenger and even Facebook, use all tools available if those will get the job done correct and on time!

Assigning the Project. It will be very helpful if you list down all the projects for your offshore employee, sit down with him on a live chat or Skype video call so you can do a bit of demonstration yourself.

Daily Reports. It is also important that you require him to send you daily updates at the end of his shift, a summary of the progress will do. Get daily reports via DropBox or any other online tool you feel comfortable using.

Provide Positive Reinforcement. Every now and then problems will occur during the development of your project, you will get sad and angry, but do not hurdle the tension and frustration to your offshore employee. Instead, provide yourself with positive reinforcement. Your employee is also human, he gets hurt and the work he does for you might get affected if you pressure him too much. If the problem is too big to handle, take a break and discuss the solution with your offshore employee.

Be Always Available. Accidents happen and most of the time without a warning. So be sure you can easily be reached.

Payment for the Services. You can have your offshore employee work for you full-time or part-time, depends on how much is the work load. But when it comes to payment, I would suggest that you do not to pay in advance for offshore freelancers. You may pay in advance to third party outsourcing companies if you feel comfortable about it, they’re easier to locate and contact compared to a freelancer who has no physical address.

Over-all, offshore outsourcing is really a matter of choice, for most businesses today, it’s a matter of cutting down costs. You may find equally competent professionals in your own country, you may hire them or not, it truly depends on your decision. But if you do decide to outsource parts of your business, make sure you do it the right way. Take time in reading success stories of businesses that have outsourced to the country you’re interested in. While online, take down important notes and digest the tips provided to you by others, never pass the chance of learning more about offshore outsourcing even if you think you’ve already gone through all the nooks.

5 Major Roles You Can Assign To Your Outsourced Virtual Assistant

/in /by

When it comes to outsourcing a Virtual Assistant (VA), most entrepreneurs think that a VA is only good to be a secretary, a receptionist, a typist or for booking their meetings.But there’s a lot more that a VA can do to help a business grow, a VA is a master of various administrative tasks!

Entrepreneurs often think that they are the key to their business’ success; therefore they must do everything, literally. So they overlook the potentials of their VAs.For others, a Virtual assistant is only good for dumping their excess paper works in the office or for taking unwanted calls or irate clients.

If you’re anentrepreneur looking to hire a Virtual Assistant of your own, here are 5 major roles you can assign to your outsourced Virtual Assistant so you can efficiently maximize their skills.

Role 1: General Virtual Assistant (GVA)

Email handling, reports generation, file organizing, data mining and booking an appointment with clients are just a few of what a VA is very good at. But did you know that your VA can also be your alter ego whenever you’re out of the office? Here are a few things you can hand over to your GVA.

  • Voicemail, Email & Spam Management: Voicemail checking, filtering of emails, spam, setting reminders, responding to tickets, and answering customer service emails are tasks that your GVA can handle well.
  • File Organization & Storage: Tired of waiting for your employees to email you important files?Forgot to upload your projects before leaving the office? There’s Google Docs and DropBox for your GVA! Both are free, easy to use and can be accessed anywhere with internet.
  • Managing Your Blog: BlogSpot and WordPress are easy to learn, teach your GVA how to edit and post an article or a press release on your blog, reply on comments and manage subscriptions to your newsletter.So every time you are away, your blog is always updated.
  • Database Management: Ask your GVA to coordinate with your programmer and for help in memorizing the sections of your database. Your GVA can easily handle most database management tasks if it’s automated.
  • Finance Tasks: Bookkeeping, creation of invoices and vouchers are a few Finance tasks you can also assign to your GVA to lighten your load. All you need to do is provide a guide or tutorial to your GVA.

Role 2: SEO/Internet Marketer Virtual Assistant

A lot of old SEO techniques may no longer work today but a few important ones are still vital to the success of your business online. Hire a Virtual Assistant with basic knowledge of SEO and Internet Marketing techniques.You’ll be happy with the extra time you’ll be saving on these tedious tasks.

  • Keyword Research & Analysis: An online tool like Google AdWords’ Keyword Planner Toolis easy to learn and navigate; your SEO/Internet Marketer VA can surely handle this one.
  • Competitor Analysis: Too much on your plate to check the other side of the battlefield? To keep yourself updated on the latest marketing strategies your competitors do, have your VA do it for you.
  • Web Traffic Reporting: Web analytics are automatically generated reports, tech your VA how to navigate through your web analytics, making a report out of it would be a piece of cake.
  • Managing Your Social Media Accounts: Facebook, Twitter, Pinterest, Instagram, Google+ and many more. A VA can learn how to create and manage various social media accounts for you, you just have to teach your VA what to post, when to post it, and whether to reply to comments or not.
  • Other SEO Techniques: There’s XML sitemap submission, social bookmarking, ad campaigns, forum participation and blog commenting you can add to your VAs SEO and Internet Marketing tasks.

Role 3: Content Writing Virtual Assistant

Here’s another role that can reward you additional time with your family or for other business work. Virtual Assistants are experts in communication! Because content is king, a couple of web articles and press releases a month is a big help. Here are a few more content writing tasks you can assign to your Content Writing VA:

  • Guest posting/blogging
  • Newsletter writing
  • SEO content writing
  • Proofreading
  • Ad creation
  • Gallery titles, captions and descriptions
  • Business portfolio content

Role 4: Video Editing Virtual Assistant

YouTube is a hit! So you want to upload your own videos to market your brand? Direct uploading is easy, most internet users today can do it, but editing audio and video requires a bit more skill. Hire a Virtual Assistant with a background in audio & video editing to save you time in training. You can even throw him the tasks of managing the email inquiries and the comments section of your YouTube account.

  • Basic audio & video editing
  • Removing background noises
  • Adding watermarks
  • Adding intros & outros

Role 5: Sales Rep Virtual Assistant

Though not all outsourced Virtual Assistants are good with sales talk, there are still some sales tasks you can hand over to your VA.

  • Follow-up on potential clients
  • Maintain& update customer database
  • Double check inventory
  • Monitor price of products online
  • Learn product details that can help the business

Now, I think you’re surprised of what more a VA can do for you and your business. These roles are meant to help you lighten your load and give you more time to focus and manage the more important parts of your business. Don’t be like the other entrepreneurs that stack up a ton of various tasks to their outsourced Virtual Assistant because they paid good money for him. Be smart, think twice and do your own research before your hire a Virtual assistant of your own.

Getting Started in SEO: The 3 Basics of Search Engine Optimization

/in /by

Many would think that search engine optimization (SEO) is very difficult to learn and it’s a job that should be left to the professionals. On the contrary, SEO is easy to learn but it’s an extremely tedious task, that’s why a lot of online businesses today hire SEO specialists or link builders to do the tiring SEO tasks while business owners focuses more on converting sales.

In other cases, some online business owners who are just starting out, does not have the budget to hire their own SEO specialist or link builder so they end up doing it themselves.

If you want to start out in SEOing your website, you must first learn the three basics of search engine optimization.

1. Keywords Research – Because you just can’t use any words written in the dictionary, keyword research is the SEO way of picking out the right keywords according to your niche. There are lots of free online keywords suggestion tools online that you can use, like the Google Adwords Keyword Tool and Word Tracker to help you search for words and phrases related to your niche.

For example. You own a jewelry shop in Manhattan, New York and want to set up a website for it. You can target for specific keywords like new york jewelers, jewelry store new york, jewelers in manhattan ny, luxury watches manhattan, or diamond engagement rings nyc. Instead of targeting these keywords; online jewelry, diamond necklaces, white gold rings, free delivery, selling, or gold.

The main reason why Search Engine Optimizers go for specific keywords is to have quality traffic for their website. The higher the quality of visits, the higher the chance of sales conversion!

2. Meta Tags – Notice how websites in search results have titles and descriptions? Well, that’s the use of Meta Tags. Not only does it provide a custom webpage title and description for your website in search results, it also helps you target different types of keywords per page of your blog or website.

For example. Your online shoe shop has two categories; flats and heels. On your “Flats” page, you can target keywords like flat shoes, flat sandals, or flat leather boots; and on the “Heels” page you can target keywords like high heels, kitten heels or cone heels. That way, you can target more audience using related keywords applied on specific pages of your website without keyword stuffing.

3. Content Optimization – The best way to optimize your website’s content is to write unique and accurate information with just the right number of keywords mixed in it. Too many keywords and your website might get flagged as spammy, or worse, get deindexed by search engines.

Getting started in SEO is easy, just remember to follow search engine guidelines and use ethical search engine optimization techniques to boost your web traffic and keywords ranking.

Call Center Job Interview Key Points: Final Interview

/in /by

A one-on-one interview with the manager or in front of a panel

A call center final interview is nerve-wracking, gut-wrenching and can make you lose your focus in just a blink of an eye. Applicants who aren’t fully prepared usually fail the final interview so you better make sure you’re 101% ready.

Focusing on the Interviewer

Listening and nodding your head isn’t enough to guarantee you the call center position you’re aiming for. You have to listen carefully and absorb the questions being thrown at you so you can compose the best possible answers in your head and be able to answer the interviewer without stuttering.

Preparing Yourself

If this is your first time applying for job in a call center company, then you have loads of things you need to be prepared of. You may have gotten through the initial interview and written exams smoothly but the final interview will determine the results.

You may find some of the questions in the final interview that you have already encountered in the initial interview, do not be troubled, it’s a test! Call center final interviews measures your behavior and attitude, this means you have to be on your best behavior when answering and make sure your answers on your initial interview matches your answers on your final interview.

Common Questions in a Call Center Job Application Final Interview:

  1. What do you consider as your strengths and weaknesses?
  2. How do you deal with stress?
  3. How does your attendance describe you?
  4. Do you know what the call center industry is all about?
  5. Can you work on weekends/Shifting schedules/Do overtime work/Graveyard shifts?

Tip: Research more on the background of the call center company you will be applying at and how the call center industry runs.

Some Crucial Scenarios and Questions in a Call Center Job Application Final Interview:

  1. Role-play: Sell an item or a service to the interviewer.
  2. Role-play: Handle an escalated call from an unhappy customer.
  3. What sets you apart from all the other candidates? Support your answer.
  4. What have you done to promote great customer service? Can you give me a sample?
  5. What types of coworker/supervisor do you like and the types you dislike? Are there some types of coworker/supervisor you do not like to work with? Tell me why?

Tip: It is better to back up your answers with examples based on your experience than just answering the interviewer with a yes or no.

If the interviewer shows lack of modesty or professionalism in front of you during the interview, do not falter, sit straight and smile. Sometimes interviewers use this strategy to lower your guard down when they’re about to throw you a difficult or awkward question. It is their way of testing how you mind operates under pressure.

Applying for a job in a call center company in the Philippines is a tedious task because the recruitment process usually takes one day with ten or more hours processing time. Some applicants waste their own time by being unprepared or by answering the interviewer with unrelated things and fillers (the “uhms” and “ahhs”).

The best way to ace your application in any call center recruitment process is being well prepared. Some may lack some necessary skills to pass the skills test, but skills can be acquired through trainings and seminars, while rotten attitudes and questionable behaviors could take years to adjust. That’s why many call center companies in the Philippines encourage inexperienced and undergraduate candidates to apply to them. They want to provide employment to entry level jobseekers that are willing to learn and improve themselves, and in return, they provide the call center company strength and growth.

Call Center Job Interview Key Points: Versant and Computer Based Tests

/in /by

Versant and Computer Based Tests are the easiest and widely used Call Center Interview materials today in the Philippines.

Versant

Versant, the spoken language test! It’s easy because all you have to do is read a specific sentence in a reading material that the interviewer asks you to read. The key part here is your verbal English.

Being able to speak in English isn’t enough to qualify you to be a Call Center Agent, you must keep in mind that there are other areas of your talent that the interviewer is examining while you speak; your diction, grammar and pronunciation.

Ever heard someone pronounce “forever” as “poreber,” or “perfect” as “ferpect”?

The exchanging of “p” and “f” or “v” and “b” is one of the most common pronunciation errors some Filipino call center agents do. Not being a 100% American is not a good excuse to tell your interviewer, so forget about it. Call centers in the Philippines pride themselves with fluent-speaking agents, some even speak with a British accent to perfection.

How about your “th” pronunciation, have you heard them lately? The English pronunciation of “the” is not “da,” you will have to place a bit of your tongue under you upper teeth to produce the correct sound, the mixture of “T” and “H”. Try speaking this sentence and see for yourself it sounded right: “Der are two virds trying to ply. Dey want to ply sout por da winter.”

Another thing, the “s.” Some people pronounce the “s” by placing their tongue under their upper teeth producing an “s” sound with an excess of wind blowing in between their teeth and tongue. While some people argue that is caused by extreme baby talk during their younger years, others claim that it’s due to their short tongue. These myths do not make a good excuse either. If you want to be a successful call center agent, you must work hard on your weaknesses.

Computer Based Tests

This test is usually given to Customer Service Representatives handling data entry tasks and Technical Support Representatives, whether for a chat-based account or email support. The computer based test is simply a web navigation and research exam. The examiner will test to see how familiar you are with basic web applications, website navigation and how fast you can research on a given topic. Call Center Agents usually have their cheat sheets, a piece of paper with call handling guides, FAQs and multiple answers to choose from. So when an impromptu question, topic and unexpectedly weird scenarios come their way, they must research online for the solution as quickly as possible so they can get back to their customers the soonest they can.

It’s actually easy to get yourself familiarized with basic web applications!

  • Google is a search engine, so is Yahoo and Bing, they’re the three biggest search engines on the web.
  • FB and Twitter are social networking sites, while YouTube is a podcasting site.
  • WikiPedia and WikiTravel are wiki sites where you can easily search for the information or look up for descriptions or information.
  • Instagram is a photo sharing site and Tumblr is a free blog!
  • Firefox is a web browser, as well as Google Chrome, Internet Explorer and Opera.

Tip: Get yourself familiarized now with other areas of the web that you’re not sure of or web applications you haven’t tried yet. It will be easier for you to ace the computer based call center test!

Next part >> “Call Center Job Interview Key Points: Final Interview”. Continue reading?

Call Center Job Interview Key Points: Phone Simulation Test

/in /by

The phone test that will weigh your call handling skills.

This job application test can be applied to all types of accounts in a call center. It’s upon the recruitment department if they will include it in all their open accounts. If a phone simulation test is part of the recruitment process of the call center position you’re applying for, it will be given to all applicants whether experienced or not.

Tip: While waiting in line for your phone simulation test, think of possible scenarios and questions that might be hurled at you during the simulation. Think of a good answer, two good answers if you can so you’ll have an option.

In a phone simulation, the interviewer will rate you based on your answers, the way you talk to costumers, how swiftly you answer unexpected questions and how you handle the pressure. In this test, your “uhms” and “ahhs” are also graded, so better think twice before you let an “uhm” or “ahh” slip through your lips.

Note: The “uhms” and “ahhs” are called Fillers. It’s not actually forbidden to say these words; you just have to limit the usage. Too much filler doesn’t make a good sentence, it dilutes the quality of the information you’re providing the customer, plus it’s really annoying for customers to here too much “uhms” and “ahhs.”

Sample Scenario for a Call Center Phone Simulation:
A customer calls to report a defective product he purchased, you will be told to listen to a 5 minute recorded call and provide assistance to the customer as a Customer Care Agent – The key point here is to provide the best solution to the customer, not just any solution you can think of.

Remember this one; a 2-minute call duration can’t out rank a 5-minute call duration if the customer handling done in the 5-minute call is way better than the 2-minute call. A quick turn over of calls is not always the best solution.

There are few call center companies in the Philippines that lets you listen to a 5-minute recorded call with multiple answers provided for you to choose from. All the answers are good solutions but you have to be able to select the best one to be able to qualify.

Next part >> “Call Center Job Interview Key Points: Versant and Computer Based Tests”. Continue reading?