CALL CENTER INDUSTRY

What is CALL CENTER?

It is a centralized office environment wherein agents either answer inbound calls or make outbound calls.

It is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone

A booming industry in the Philippines.

What is a CONTACT CENTER?

A part of a company’s overall customer which manages customer contact, including letters, faxes, emails, newsletters, mail catalogues, Web site inquiries, and other gathered information.

What is Outsourcing?Outsourcing is the act of one company contracting with another company to provide services that might otherwise be performed by in-house employees. Often the tasks that are outsourced could be performed by the company itself, but in many cases there are financial advantages that come from outsourcing. Many large companies now outsource jobs such as call center services, e-mail services, and payroll. These jobs are handled by separate companies that specialize in each service, and are often located overseas.

Customer Service Representative

A call center or a CSR is the person who handles incoming and outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues.

Skills Needed by a CSR

Learning Skills Communication Skills Customer Handling Skills Team work and Individual capabilities Telephone Etiquettes and the ability to

respond professionally to clients on the telephone

The candidate's ability to use proper grammar

Vocabulary skills relevant to a call center position

Attention to detail and ability to follow specific instructions

Basic math, logic, analytical and telephone problem solving skills

Ability to follow specific instructions Telephone problem solving skills

Two Types of Calls

INBOUND CALL

OUTBOUND CALL

INBOUND CALL

An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.

OUTBOUND CALL

An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.

BUSINESS PROCESS OUTSOURCING

is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider

BPO IN THE PHILIPPINES

The business process outsourcing (bpo) industry in the Philippines has grown 46% annually since 2006. This boom is led by demand for offshore call centers

Why Philippines?

The Philippines is also considered as location of choice due to its less expensive operational and labor costs.The country offers 24/7 multilingual and multimedia supported premium services for marketing, sales, customer care, crisis management, investor relations and other key business applications.

Why Philippines?

The reasons cited for the bullish outlook towards the Philippines have been, among others, due to lower operating costs, English language proficiency and high ICT skills yet low-cost workforce.