Three Gifts to the Customers

Each customer is looking for three important gifts when talking to a customer service representative (CSR). They will not literally ask this but if you miss those three you lose the chance of sale and service.

Fast result is always expected from you. Potential customers don’t decide instantly on what to buy or service they’ll need from you. But when a decision comes up your customer is expecting you to deliver the service as quickly as you could. Creativity is the name of the game. Look for workable ways to fast track the transaction so that your customer can enjoy the service in the earliest time possible.

Customer will buy things or services than can ease their lives. You should be ready to provide easy procedures for them. Oftentimes customers are not after the price but the convenience and ease that they get from certain merchandise or service. The user-friendly features of the product and service would definitely increase your sales. Furthermore, make your buying procedure simple and easy to follow so that your customer can easily buy from you.

Lastly, give your prospect and customer personal attention. Personal attention means you’re taking responsibility of their account. Give them the opportunity to ask questions. Remember only interested customers will have the time to ask question. Many will buy if they get valuable information from your answer and make sure to promote your product or service in your responses to every query. Answering questions is not time consuming. Be ready for the questions that are often asked by prospective customers.

Fast result, easy procedure and personal attention, these are the gifts that your customers want from you. Many of them won’t ask for these things but will not buy unless you deliver these gifts. Make it sure customer receives these three gifts and make an effort to improve quality of your service.

http://www.callcenterdirectory.net/call-center-articles/DONT-OVERLOOK-THE-3-SPECIAL-BENEFITS-EVERY-CUSTOMER-WANTS-FROM-YOU-162-page-2.html

www.logicallinc.com

Stairways to Success

Business Process Outsource is fast pace industry that gives equal opportunities to its employees and management staff. According to some experts if you want to acquire fast growth in terms of position, join the BPO industry. However, contrary to popular belief, promotions in this industry are not gained overnight; one must really work hard in order to achieve their professional goals. Here are some suggestions for you to achieve your dream position in the industry.

No matter what you do, the first thing that your superior will check on you is your attendance. Perfect attendance doesn’t mean you’re just present during calling time but instead it talks about your promptness in coming to work. Remember every minute counts.

One the other hand, you may have an impeccable attendance but if you don’t performed well, this also signifies incompetence. In the call center industry, there is very little space for excuses since performance is often based on numbers and statistics. Meeting the set metrics is a given but in order to excel you have to excel, something that’s not very easy to do. An agent who is consistent in his statistics and metrics will have a great chance of moving to the next rank. Attitude and maturity are factors that affect your promotion. Maturity does not refer to age alone, but to how you react on the issues that surround you. Matured people are those people who carry themselves with winning attitudes. Most of them gain the position because they have the right mind set and attitude towards their job. With maturity is being physically presentable. It talks about propriety and deportment. Being presentable refers to dressing appropriately for work and the different work functions.

Visionaries are those who never lose hope in achieving their goals. If you want to be promoted ask yourself if your vision is realistic and attainable. The BPO industry does not need people who love mediocrity. Visions will be carry out if you have plan of action in achieving it. Are you the kind of person who can’t the dynamic nature of the industry or easily complains when it comes in shifting of schedules? In this industry flexibility of bodies and minds are required. People who can instantly adjust to emerging needs of the industry are those people who have easily rise to the next level of work. Working in this industry is working with real people. Your work ethics must be grounded in harmonious relationship with your co-employee and your superiors. Valuing your co-workers will help you achieve your dream in the company because some superiors ask feedbacks from other people about your performance and attitude. They want to know you from the view of your colleagues. Building good relationship with your boss will help you gain his trust in giving you more challenging position. He will help you to have a better path in the company.

Don’t settle for being a silent worker. Be proactive. By doing this, your superiors will get to know you. Being proactive means looking for solutions rather dwelling on the problems. As a proactive individual you should learn to do things even before your superior ask you to do it. If you want change, better get your hands dirty. There are a small number of agents who has this trait. Better be proactive and surely you’ll catch the attention of your superiors.

http://keysinunez.com/2007/11/08/8-tips-to-a-fast-promotion-and-a-lucrative-career-in-a-call-center/

www.logicallinc.com

BPO in Philippine Context

Philippines is still recognized as a developing countries in the world because of its several political and economic instabilities. The country is knows for the negative publicity being relayed and exploited by the media. This downbeat information about the country creates a negative effect both on its tourism and economy.

Philippines is a good example of generalization mentality victim. If a particular situation is happening in one part of the country it doesn’t speaks about the totality of the country. This inhibits investors from taking advantage of the wonderful benefits of setting up business in the country. However despite all these challenge. The BPO industry remains to be strong and continuously growing due to the government’s commitment to protect the industry. Moreover, the present government is doing its part in keeping the peace and order of the country to assure investors and companies that there will be no anarchy and chaos. The government is committed in realizing the potential of the industry.

The government is also taking strides in improving the language and communication capabilities of the Filipino workforce. Across the educational system of the country, English proficiency of secondary and college students are given much attention.

The negative propaganda against the country was changed by showing other countries that the government can maintain peace and order for its people and investors. In fact, the President of the country is deeply involved in promoting the country as best destination for outsourcing. Through her guidance number of investors flanked the country to place their money in the BPO market. If this budges will be augmented by cooperation the promise of this industry will be fulfilled by employing millions of Filipino until 2010.

http://www.majorarticle.com/Article/Call-Centers-and-the-Situation-of-the-Philippines/91665

www.logicallinc.com

Filipino Yuppies: A Gift to the World

The Philippine workforce today mainly consists of young professional looking for good employment opportunities. Since the dawn of BPO industry in the country the young professionals were given a opportunity to thrive in a career that offers competitive benefits despite the Philippines being a developing country where employment prospects are not as abundant or rewarding.

The incessant growth of the industry demands for a bigger workforce. Filipino young professionals are ready for these needs. The young workforce is made up of different individual who are diversified by different specializations or degrees. Despite of the differences, this young brand of professionals can compete for a successful venture in the industry.  Filipino “yuppies” were fully equipped with capabilities and skills to qualify for the different careers in the industry.

Filipinos were greatly influenced by Americans. The country’s educational system was patterned before them. English is the country’s secondary spoken language. Because of early English training, Filipinos can easily adapt to American accent and slang. Furthermore, country’s mass media features and resembles that of the United States. Given the cultural closeness and adept knowledge of language, Filipino yuppies have a greater chance of acquiring a good post in the industry. Furthermore, Filipinos are not just culturally inclined but technical savvy as well. Every Filipino professional has proficiency in Information Technology. So if these two expertise’s were combined BPO industry would have a great pool of talents ready to invade the world.

The young members of the BPO industry are significant contributors to the growth of country’s economy. Instead of contributing to the brain drain, Filipino yuppies opted to stay and work here. They are working at comfort of their home country while able to help their families.

In addition to this, the present government is helping the industry in securing the best workforce in the country. All the concerned agencies are working together to develop programs that will enhance the skills and talents of Filipino yuppies. Because of the skills and dedication of Filipino professionals the industry is expected to grow in the next few years.

http://www.articledelux.com/Article/The-People-Behind-Philippine-Call-Centers/70016

www.logicallinc.com

BPO: Tag-o-War

Outsourcing became known as an all-pervading term in the business world which means act of commissioning a third party, usually, offshore to work on the non-core functions within a company. One of the classic examples of outsourcing is the call center. Call centers is one of the prevailing business trends in India and Philippines. These two countries are competitors in the call center outsourcing services and other BPO services. Both are recognized as the best outsource destination in whole world.

The two countries have much in common in terms of skilled IT workers and people who are efficient in the English language. However, Philippines have much to offer than India. Philippines was colonized by Americans for a long period of time which makes us attuned with the way Americans speak, think and live. The education system of the country is patterned after the Americans, this makes our accent neutral or comparable to the American accent and it is a big advantage in dealing with American clients. Divergent to this, India’s call center industry is known to have language indifference because of its strong British accent blended with native Indian accent.

Moreover, Philippines is known to have many skilled manpower available among Asian countries and it was further proven by the study conducted by the Swiss International Institute for Management Development in 2004. Parallel studies were done by different research agencies like Kelly Service Inc, a Michigan-based global staffing firm, and ACA Research Inc., a Singaporean market research firm which generally stated that Filipino call center employee’s work harder, easy to train, better language skills and devoted than their Indian counterparts.

http://outsourcingsage.com/blog/2006/04/17/rivalry-in-the-outsourcing-industry/

www.logicallinc.com

Philippines: Knowledge Promise Opportunities

Philippines had made its way to becoming a competitor in being the best destination for BPO and KPO industries. The growth of the Philippines’ outsourcing industry is just attributed to the growing numbers of call centers but also to the maturity and development of our information technology.

BPO and KPO companies opted to do business in the Philippines not just because of the financial benefits, investors come to Philippines because they were able to discover the beauty of this country. The Philippines is situated in the heart of Asia, making it accessible From various destinations. The country is known as the location where east meets west and a popular tourist desitination of more than 500 million Asian.

Being an archipelago, Philippines offers the best of its natural resources such as sea, sand and forest, but the most essential natural resources of the country is it people. The wonderful mix of being innately customer service oriented, having 94% literacy rate and being the 3^rd largest English speaking country it makes Filipinos suitable for the job. Another unique factor that gives Filipinos the edge in this race would be the history that our country has. Being colonized by difference nationalities such as the Spanish, Americans and Japanese, we enjoy the benefit of having a unique understanding of different cultures and the uncanny ability to adapt and learn fast.

The Philippine government, since the dawn of KPO and BPO industries, committed itself in providing a conducive environment for the trade. They give tax incentives and exemptions to the companies who want to invest in the country. In addition, operational cost such as wages, electricity and telecommunications is much lower compare to US counterparts. Multinational companies currently outsourcing to Philippines said to have a cost saving up to 40%.

When it comes to infrastructure and communications Philippines is never left behind. Philippines is highly accessible by air, land, water and including cyberspace. Communication provides redundant international connectivity 24/7 with fiber optic cable as primary backbone network and satellite as backup. Economic reforms emphasize regional growth, converting remote areas into business centers. The landmark BOT legislation allows private investors to build and operate infrastructure, then turn it over to the Philippine government after a set period of time.

http://www.outsourceit2philippines.com/arties-outsource/why-outsource-philippines.htm#head

www.logicallinc.com

Philippine Government: Moral Booster of Outsourcing Industry

The Philippine government realized the economic benefits of the country from BPO industries. That is the reason why the government is making adjustments to the country’s fiscal allotment and allocations to support the industry.

Outsourcing companies were given the chance to choose between the two existing trade laws of the country. The government gave the option to the outsourcing companies to register under the Board of Investor (BOI) or the Philippine Economic Zone Authority, both of which are government agencies implementing trade and business laws.

PEZA requires businesses to be constructed or located within a specific designated PEZA IT Park or building while BOI allows businesses to have it own location of its choice. In addition, the government gave tax exemption for new firms for about six years with a privilege to extend it. They would be allowed to extend under the following conditions:

· Their total imported and domestic capital equipment to the number of workers for the project does not exceed within the ratio of US$10,000 per worker.

· The net foreign exchange savings or earnings amount to at least US$500,000 annually during the first three years of operation

· A company should only allow employment of foreign nationals in supervisory, technical or advisory positions for length of five years from date of registration

· Foreign-owned/registered enterprises shall not be subjected to limitations for the positions: President, General Manager and Treasurer or their equivalent.

Manifestly the Philippine Government shores up the Business Process Outsource industry for they can see that this industry will be a remarkable contribution to sustain economic growth for the country. Giving such incentives for the industry will make Philippines a viable venue in doing outsourcing business.

http://www.outsourcingsage.com/

www.logicallinc.com

Land Down Under: BPO Uppers

According to BPO industry experts, Australian market for business process outsourcing operations has grown considerably. This claim was further supported by the result of the study conducted by a consulting group named IDC in the late 2007. The report said that BPO opportunity in Australia can grow from $2.4 billion in 2006 to 3.8 billion in 2010.

The study also included in key sectors that will definitely have an impact in the BPO industry. These sectors are human resources, training, finance, accounting, procurement and customer service that will have a great increase. Among the key sectors of BPO opportunities in Australia human resources is expected to grow at a compounded annual growth rate (CAGR) of 9%, finance at 12%, customer care at 15% and procurement outsourcing at 18%. The BPO needs of Australia will grow at a compounded annual growth rate of 54%.

Australian BPO growth is a good opportunity for the Philippines to enhance its readiness to cope with needs of the new client. In this note the country should continuously perk up education and training programs for a steady supply of quality talent pool.

To cope with the needs of steady supply of talents programs were prepared to hone up the language skills of the applicants for BPO job positions. Training the talent pool will help in creating resolution to talent scarcity issue. This break through in the BPO industry will not just bring higher revenue but more opportunities for the work force of the country to enjoy a competitive compensation that will help them improve their lives.

http://business.inquirer.net/money/breakingnews/view/20080424-132339/Australia-BPO-market-ripe-for-picking

www.logicallinc.com

Philippines: English to Spanish

Philippines became one of the favorite outsourcing destinations because our capability and efficiency in the English language but what not a lot of people know is that because of being colonized for a very long time by the Spaniards, we also have a strong Spanish speaking community.

The country was under the Spanish rule for more than three centuries and Filipinos were subjected to the Hispanic culture. Spanish language is not widely used and spoken but Filipinos were schooled to learn the language, for quite some time it was a mandatory part of our college curriculums. In the southern region of the country there is great number of speaker of the Spanish language. The Philippines can outdo India in the BPO market by offering Spanish language services. Furthermore, according to Kiran Karnik, President of Indian Association of Software and Services, India has zero capability to provide services in Spanish but Philippines can do it.

Los Angeles and California has the biggest Hispanic market due to large Mexican population in the U.S which have stable consumer purchasing power. It does not include Puerto Rican and Cuban groups found in the eastern side of US.

Spanish is the third most widely used language in the world. Chile is said to be potential Spanish speaking BPO hubs since it offers a lower cost in operation compare to other Latin American countries. At this instant, Philippines has the chance to be the next Spanish speaking BPO of Asia would come to its reality.

With this promise of good future, many would definitely cling on this. If this will truly happen it means more job and the economy will have its reward.

http://outsourcingsage.com/blog/2006/04/17/spanish-speaking-call-center-nearing-to-emerge-in-the-philippines/

www.logicallinc.com

Three Gifts to the Customers

Each customer is looking for three important gifts when talking to a customer service representative (CSR). They will not literally ask this but if you miss those three you lose the chance of sale and service.

Fast result is always expected from you. Potential customers don’t decide instantly on what to buy or service they’ll need from you. But when a decision comes up your customer is expecting you to deliver the service as quickly as you could. Creativity is the name of the game. Look for workable ways to fast track the transaction so that your customer can enjoy the service in the earliest time possible.

Customer will buy things or services than can ease their lives. You should be ready to provide easy procedures for them. Oftentimes customers are not after the price but the convenience and ease that they get from certain merchandise or service. The user-friendly features of the product and service would definitely increase your sales. Furthermore, make your buying procedure simple and easy to follow so that your customer can easily buy from you.

Lastly, give your prospect and customer personal attention. Personal attention means you’re taking responsibility of their account. Give them the opportunity to ask questions. Remember only interested customers will have the time to ask question. Many will buy if they get valuable information from your answer and make sure to promote your product or service in your responses to every query. Answering questions is not time consuming. Be ready for the questions that are often asked by prospective customers.

Fast result, easy procedure and personal attention, these are the gifts that your customers want from you. Many of them won’t ask for these things but will not buy unless you deliver these gifts. Make it sure customer receives these three gifts and make an effort to improve quality of your service.

http://www.callcenterdirectory.net/call-center-articles/DONT-OVERLOOK-THE-3-SPECIAL-BENEFITS-EVERY-CUSTOMER-WANTS-FROM-YOU-162-page-2.html

www.logicallinc.com