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

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/

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

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/

Philippine Government: Moral Booster of Outsourcing Industry

The Philippine government realized and recognized the economic benefits of the country from BPO industries. That’s the reason why the government is making some innovations when it comes to some fiscal matters and other benefits.

Outsourcing companies were given the chance to choose among the two existing trade laws of the country. The government gave the options to the outsourcing companies to be registered under the Board of Investor (BOI) or the Philippine Economic Zone Authority both 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 if they are under this 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 is big help to sustain economic growth for the country. Giving such incentives for the industry will make Philippines a viable venue in doing outsourcing business.[JAM]

http://www.outsourcingsage.com/

www.logicallinc.com

Philippines: Knowledge Promise Opportunities

Philippines had made its way in the competition of being the best destination for BPO and KPO industries. The growth of the Philippines’ outsourcing industry is not just cause of growing numbers of call centers but also from the maturity and development of our information technology.

BPO and KPO companies opted to do business in the Philippines not just because of the low cost maintenance of their business but something more behind the cost. Investors come to Philippines because they were able to discover the beauty of this country. Philippines is situated in the heart of Asia. Making the position of the Philippines accessible to different world’s capital city. The country is sited where east meets west and get away road 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. Having 94% literacy rate and 3^rd largest English speaking country it makes Filipinos suitable for the job. The filipinos can work hand in hand with their foreign counterparts because they have the knowledge of the language and innate character of friendliness.

Philippine government from the start of KPO and BPO industries committed itself in providing a conducive environment of 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/articles-outsource/why-outsource-philippines.htm#head

www.logicallinc.com

Procurement Outsource: Next Big Thing

With the Philippines experiencing fast growth in the outsourcing industry and is now becoming one of the favorite offshore outsourcing destinations for businesses across the globe. After Business Process Outsourcing (BPO), where customer service and sales reigns supreme, came Knowledge Process Outsourcing (KPO) which is now starting to pick up in our country.

As a result, large vendor management groups were set up and complex bidding processes were introduced. In this rush to outsource, one group continued to enlarge, this is the procurement group.

PO is a spectrum of procurement related processes like requisition of goods, vendor management; invoice processing, order managers, procurement planners, catalogue development roles, supplier development as well as supply coordination in low cost countries.

Managing and hosting of procurement solutions could be a big opportunity for the Philippines and may be a key to outpace India in the outsourcing industry. With the opportunity laid on the road, the country must now start investing in this industry and have a goal of hosting and managing it well for a long-term basis.

http://timesofindia.indiatimes.com/Business/India_Business/Procurement_offshoring_is_next_big_wave/articleshow/2458528.cms

www.logicallinc.com

Culture kinship Matters in Outsourcing

Transnational companies consider cultural connections in choosing a location for their own or for a third party offshore, as it best gain aptitude in achieving the same or better quality results they can have in their own country. An added advantage is that companies can increase their revenue by outsourcing some services because of low cost services offered by other countries. India and the Philippines became offshore favorite destination because of strong workforce and quality of staff that the two countries are producing.

Cultural kinship or affinity matters in outsourcing because customers or client won’t have hard time relating if the people they are conversing with are very familiar with their way and needs for example we have the Americans who are the biggest clientele of outsourcing in the Philippines. As the history of the Philippines tells us, Americans ruled the country for a long period of time because of this Filipinos acquired and were educated in western people way. This is the reason why American companies are much comfortable in the Philippines than with other countries primarily because of the proficiency in language, positive view about work and most of all the cultural similarities of both countries. That is the reason why Filipino is confident in doing business with transnational specifically Americans. India is also considered as one best destination for outsourcing because of its strong cultural affinity with the British people. It can be rooted for more than centuries of living under the English rule. They made themselves familiar with the culture and infrastructure.

In outsourcing, working with different structures of people and countries in achieving one common goal is very decisive and communication does not mean on the verbal level but as well as cultural level. In this industry culture support concern is more gravely than simple difference in verbal communication or time difference. Transnational outsourcers should mull over culture because it is something no software address it.

http://outsourcingsage.com/blog/2006/04/18/culture-affinity-is-it-necessary-in-business-process-outsourcing/

www.logicallinc.com

ASIA: BOOMING OUTSOURCE CHOICE

The advancement in modern satellite and internet technologies has paved the way for outsourcing. Through outsourcing the back office business processing of companies to less expensive countries like China, India, Philippines, Malaysia, etc. are able to cut costs, concentrate on core businesses and endure better customer satisfaction. A recent report suggests that US firms have saved nearly US$ 8 billion through outsourcing to developing nations like the Philippines.

Malaysia has a relatively more stable political climate backed by consistent economic growth which makes it attractive for sensitive, high-end applications in banking and finance.

In recent years, China is rapidly emerging as one of the world’s leading suppliers of offshore software outsourcing services due to its incredible development rate. It is predicted that China will emerge as one of the top three countries for overseas software outsourcing between 2007 and 2010 and aims to outpace India and become the next dominant competitor in software outsourcing.

Our very own country, the Philippines, is also one of the leading outsourcing destinations in Asia wherein the key competitive advantage are the people. Filipinos have a well-educated English speaking work force and stands out as the world’s third largest English speaking nation. The Philippines boasts of a huge pool of productive, trainable and multi-skilled labor force where companies can benefit from the people that our country can offer.

The outsourcing industry in India is ever-growing despite rumors of them losing the industry they pioneered to countries such as China and Philippines. India is still producing successful stories making them a popular choice for the offshore outsourcing destination for IT related and other BPO services.

These destinations are proof that Asia has a lot to offer and can use their advantages to develop their countries. This is also proof that Filipinos are not only as good as Domestic Helpers or mid-level nurses, Filipinos can offer a good quality of service and has the capability to dominate an industry well populated by western influences and individuals.

http://philippinesoutsourcing.wordpress.com/2007/10/13/outsourcing-destinations/

www.logicallinc.com

Philippines: New Frontier of Customer Service

India, as we all know, is a dominant player in outsourcing and was tagged as the world’s back office. This thing will change as the Philippines emerge as a major player of the industry.

Philippines excel in outsourcing services, especially in customer service. This drastic change in the scenario is contributed to country’s high-level English proficiency plus the innate values of customer orientation. Many multinational companies have chosen the Philippines as a global center for their customer services needs.

Medical transcription is also fast growing outsourcing industry in the country. US based medical companies sought the outsourcing services of the Philippines because of large pool of medical allied professionals. To date medical transcription companies are now in operation with a pool of professional and trained transcriptionists numbering to 1,200 Filipinos.

Philippines is not that focused in providing web and software services compare to India but we hold the great promise in the customer service. Despite the fact that India charge less than the Philippines, still most of US-based companies goes to the Philippines for offshore service because of high quality of work and its undeniable that Filipino agents are not just proficient in English language but most of all the character of friendliness and helpful nature. These things make the Philippines the new frontier of customer service.

http://www.outsourcing.ph/philippines_vs_india.htm

http://www.logicallinc.com