Working in an outbound Philippine call center, or any call center located in the Eastern hemisphere, almost always requires working the night shift, to accommodate customers during business hours in the West. Most people seem to have this misconception that working the night shift is the worst thing ever, that it's something desperate people do, because they can't get "normal" day shift jobs. This is very, very wrong. I am going to enumerate three of many things why working the night shift is awesome:
1. Night differential. There's an extra (HUGE!) bonus for working at night. Some get up to 30% of their basic salary as an additional bonus for being in the night shift.
2. No traffic jams! Everyone hates these, and working in the night shift practically frees you from having to go through these every morning and every night when going home. You can sleep much, much longer because you don't need to wake up early to avoid the traffic. It might not seem like much when you look at it; but trust me, you'll learn all kinds of curses from daily morning travel.
3. You get to deal with all kinds of people. Since this is daytime for the West, you'd get more calls. You get to interact with more people, with different personalities. Some of them are nice, some not so much. But the most important is you get more experience this way, and makes work even more interesting.
Working the night shift is a totally different-and enriching-experience. There's plenty of reasons why it's more enjoyable than the regular day shift. Don't let everyone else discourage you--make them envious by telling them how much better it is to work at night.
Wednesday, August 5, 2009
Sunday, July 26, 2009
Call Center Agent Tips: Tip #2
#2: Put yourself in the customers' shoes.
It's been said that the reason why the Philippines call center industry is flourishing is because of the Filipino's inherent hospitality. A customer is more likely to have a positive experience with an agent who's welcoming, a good listener, and sympathetic than one who isn't.
Therefore, it pays to put yourself, as an agent, in the customers' shoes. Imagine you were the one on the opposite end of the phone line. What would you like to hear being said to you? What would you tell the other person? How will you answer his questions? Remember that for the most part, customers call you because they have a problem with a product or they have a question about it. If you think the customer is being rude, try to understand him. He might be being rude because of frustration over something he's been trying to figure out but couldn't, or maybe he's just had a bad day. Try to be soothing and comforting while being helpful, and keep your cool at all times. Essentially, treat the customer the way you'd want yourself to be treated as a customer, and all will be well.
It's been said that the reason why the Philippines call center industry is flourishing is because of the Filipino's inherent hospitality. A customer is more likely to have a positive experience with an agent who's welcoming, a good listener, and sympathetic than one who isn't.
Therefore, it pays to put yourself, as an agent, in the customers' shoes. Imagine you were the one on the opposite end of the phone line. What would you like to hear being said to you? What would you tell the other person? How will you answer his questions? Remember that for the most part, customers call you because they have a problem with a product or they have a question about it. If you think the customer is being rude, try to understand him. He might be being rude because of frustration over something he's been trying to figure out but couldn't, or maybe he's just had a bad day. Try to be soothing and comforting while being helpful, and keep your cool at all times. Essentially, treat the customer the way you'd want yourself to be treated as a customer, and all will be well.
Monday, July 20, 2009
Call Center Agent Tips: Tip #1
Philippine call centers are springing up everywhere, and a large chunk of the current workforce are actually involved in the call center services outsourcing industry. Many discount call center work as simple and brainless, but it's actually quite a challenging job. An agent faces several types of obstacles everyday: because each caller is different, no single day is the same in terms of dealing with customers. I will present a few tips on how to make your call center life easier and more fun. :)
#1: Don't be afraid to ask for help.
Many people, both new employees and old, will sometimes find it a little embarrassing to ask for help from their coworkers or superiors. Or, they might feel intimidated, or feel that it is shameful to admit that they are lacking in something. In reality, it is the complete opposite, and it applies not only to call center life but in many other things as well. If you're having trouble with something, such as if you do not know how to approach an irate customer or if you can't figure out how to work the software you're using, don't be afraid to ask for help. Know that in a call center you are always in a team; you never work alone. There's always someone there to catch you, and your coworkers will be happy to offer their help. However, whenever they give you advice, always make sure that you learn--don't rely on your coworkers ALL the time, or they might get irritated at you. It's a learning experience--the things you learn from your colleagues will soon become things that you teach to newer employees once you've stayed a while. This is a good lesson to learn not only in the professional field but also in real life--admitting to your shortcomings and displaying a willingness to learn is how you can get far in life.
#1: Don't be afraid to ask for help.
Many people, both new employees and old, will sometimes find it a little embarrassing to ask for help from their coworkers or superiors. Or, they might feel intimidated, or feel that it is shameful to admit that they are lacking in something. In reality, it is the complete opposite, and it applies not only to call center life but in many other things as well. If you're having trouble with something, such as if you do not know how to approach an irate customer or if you can't figure out how to work the software you're using, don't be afraid to ask for help. Know that in a call center you are always in a team; you never work alone. There's always someone there to catch you, and your coworkers will be happy to offer their help. However, whenever they give you advice, always make sure that you learn--don't rely on your coworkers ALL the time, or they might get irritated at you. It's a learning experience--the things you learn from your colleagues will soon become things that you teach to newer employees once you've stayed a while. This is a good lesson to learn not only in the professional field but also in real life--admitting to your shortcomings and displaying a willingness to learn is how you can get far in life.
Thursday, July 16, 2009
Philippine Call Center Company Launches Scholarship Program
It's very heartwarming to see companies engage in corporate social responsibility. But it's even better when they extend this charity to include their own employees as well, as this shows how much a company values its most important asset. Advanced Contact Solutions, a leading Philippine call center services outsourcing firm, recently launched a scholarship program that has helped both underprivileged-yet-deserving students, and ACS employees alike.
To date, the ACS Scholarship Program has produced 53 scholars.
To date, the ACS Scholarship Program has produced 53 scholars.
Tuesday, April 14, 2009
Japanese BPO expands to Philippines
Early last year a leading Japanese BPO firm, Transcosmos, invested $120 million for its expansion in the Philippines through its newly-acquired local partner, Logicall Inc.
Transcosmos is one of the biggest call centers in Japan, while Logicall is a middle-sized firm with only one small office before the merger and only around 300 seats in its Makati office.
Now, Transcosmos Logicall is looking to expand across the Philippines, eyeing cities like Cebu, Davao, and Bacolod apart from Metro Manila. In addition to their Makati office, Transcosmos Logicall is soon opening a new site in Fort Bonifacio Global City and is already accepting applications.
While Logicall might seem small compared to other established BPO companies in the Philippines, it is one of the most advanced technology-wise. Transcosmos' VP Kenji Obata said before the merger that Transcosmos' and Logicall's equipment were of a similar level, which is one of the factors why he chose Logicall as the Philippine partner. Furthermore, he believes that the two companies were identical in other ways apart from the technology. The two companies have "an identical sense of values and mentality" said Obata.
Transcosmos Logicall is looking to expand its its number to at least 3,000 by 2011.
source: GMAnews
Transcosmos is one of the biggest call centers in Japan, while Logicall is a middle-sized firm with only one small office before the merger and only around 300 seats in its Makati office.
Now, Transcosmos Logicall is looking to expand across the Philippines, eyeing cities like Cebu, Davao, and Bacolod apart from Metro Manila. In addition to their Makati office, Transcosmos Logicall is soon opening a new site in Fort Bonifacio Global City and is already accepting applications.
While Logicall might seem small compared to other established BPO companies in the Philippines, it is one of the most advanced technology-wise. Transcosmos' VP Kenji Obata said before the merger that Transcosmos' and Logicall's equipment were of a similar level, which is one of the factors why he chose Logicall as the Philippine partner. Furthermore, he believes that the two companies were identical in other ways apart from the technology. The two companies have "an identical sense of values and mentality" said Obata.
Transcosmos Logicall is looking to expand its its number to at least 3,000 by 2011.
source: GMAnews
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