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.

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.

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.