Tag Archives: Call Center Agent

Filipino Call Centers

Categories: Call Center, Keyword | Tagged , , , , , , | Leave a comment

Find Filipino Call Centers on 123outsource.net. We keep our search results filtered regularly to list only the best of Call Centers at the top of our list. We also have many call center specialties such as Appointment Setting, Chat Support, Email Support, Technical Support, Lead Generation, and more.

Most of the call centers listed with us are in Manila, Makati City, Cebu, or in various parts of India. So, if you are looking for a Manila Call Center, Makati City Call Center, Cebu Call Center or India Call Center, you have come to a place with a lot of hiqh quality and up to date selection.

Call center contracts can really vary from company to company. Some will allow you a one or two month contract while others demand a year. There are a few that will allow you to book services one day at a time as well if you prepay them. We recommend interviewing the actual call center agent before hiring any of the call centers you might find. If possible, try them out on a small call center project before committing to a long term call center contract.

Skills you need to have to open a Call Center

Categories: Call Center | Tagged , , , , | Leave a comment

Please also see:
How to get more clients for your call center (compilation)
http://bpo.123outsource.net/2015/08/20/how-to-get-more-clients-for-your-bpo-or-call-center-compilation/

Everyone in India these days dreams of opening call centers. Yet, the call center industry has almost completely left India except for technical support, aggressive marketing and a few smaller companies that don’t amount to much. Companies have gone to the Philippines where people there are more gentle, understanding, caring, sympathetic — which are traits that people in America want from a call center that less than 1% of Indians have! On the other hand, Filipinos lack aggression and are not as strong on technical skills which is where India has a huge edge (a sharp edge by the way.) So, India can still compete, at least in some ways. But, the Indians who want to open call centers don’t understand the skill sets involved, and they can only succeed if they have these skills.

(1.) Be the Best Agent Yourself
If you were never a call center agent, or weren’t very good, you won’t understand what is involved in being a great call center agent. If you run a new call center, that means you’ll have to hire people by the dozen to help you out. If you are the best call center agent yourself, you’ll know what to look for in applicants, and you’ll know how to pick the best ones and train them the best way possible so they can become just like you! Even if you didn’t have the softer qualities that the girls have, if you were good by guy standards, you might be able to hire and train others.

(2.) Spot Talent
If you hire call center agents, you will notice that most of the people applying for outsourcing jobs talk to quietly, too loudly, are too aggressive, too passive, too dumb, too unhelpful, or to folksy which means they’ll talk all day to the clients and not get work done. You need to know right away who the best people to hire are. Sometimes that is hard because in your stack of applicants there are no best people. So, you need to have a way to rank your applicants so you can hire the best dozen if you need to hire a dozen. And if people are not perfect, you need to be able to spot the ones you can train to be perfect which leads me to my next point.

(3.) Train Talent
After you have figured out who to hire, and have a long list of backups (because people quit and get fired on a whim in this business,) you need to train people. Training, monitoring, and evaluation never ends in a good call center. But, the newer hires will need more of your attention. You need to make sure you have time in your schedule to do all the hiring, firing, training, and monitoring.

(4.) Hire Monitors
You can’t do everything yourself, so you need top notch people with a lot of experience in the industry who can monitor, train and to management tasks for you. If you find someone who is second rate, your call center won’t do well. If you find someone great who quits, that is also not good. You might consider having a profit sharing program so this person is more of a partner than a wage earner — that way they will invest more in their work.

.

You might also like:
Marketing your BPO outsourcing firm from A to Z
http://bpo.123outsource.net/2016/05/22/marketing-your-bpo-outsourcing-firm-from-a-to-z/

BPO projects, how to get them and what they entail
http://bpo.123outsource.net/2011/10/20/bpo-projects-how-to-get-them-and-what-they-entail/

How to start an outsourcing company
http://bpo.123outsource.net/2015/12/29/how-to-start-an-outsourcing-company-2016/

Should you work for a startup to learn how they operate?
http://bpo.123outsource.net/2015/09/05/should-you-work-for-a-startup-to-learn-how-they-operate/

.

(5.) Be Ready
Most Indians jump to step five before they have even been a rep or manager themselves. You need at least five years experience as a rep before becoming a manager, and you need five years experience as a manager before you should consider starting your own gig. Otherwise, you will for sure go out of business! I you don’t have the patience to be in this industry for ten combined years, then you do not have the patience to run your own call center which I assure you is a lot more involving than working at one. Most workers burn out after a few months, quit jobs, go to another call center or call centers, repeat the process for about two years and then leave the call center BPO industry. The fact that you endured ten years puts you in a very special category.

(6.) Find Clients
As a call center CEO, you need to be a master of the art of finding clients. If you did it for another outfit for years before starting your own, that is a good background. A call center cannot survive without clients. On the other hand, your clients won’t stay for long if you have lousy callers or managers. You should be an expert at all of the marketing channels associated with accumulating clients from email, cold calling, networking, websites, and even freelancing. If you start your business marketing yourself as a freelancer, you can accumulate your clients one by one which is a lot easier than trying to fill twenty seats, and then getting fired after two months which is more like a roller coaster than a BPO.

(7.) Manage Growth
Many of the most famous call centers have had huge problems managing growth. Because in real life, your call center demand may go from 100 seats down to 30 seats and then up to 200 seats. Call center business is a roller coaster, and you have to be a master of adapting to fluctuations in demand. My suggestion is to try to develop a clientele of very steady clients over time. If you have empty seats, charge a low fee for a three month contract for a new client. If you temporarily do not have enough free seats charge more for new clients. If you are consistently booked, it is time for a satellite office, or to move to a bigger office. Most call centers do not gracefully handle fluctuations in the market and get blown around in the wind of unsteady clients. They try to compensate by having one year contracts with complete strangers who have no reason to trust them. The result is lost prospects. There are other ways to balance growth where you do not alienate the client.

(8.) Save Money
If your business is doing well, you should save your money so you can invest in buying an office. Many in the call center business do a lot of drinking or partying. The stress of call center work makes people want to drink. You need to have a healthy liver and clear head to survive in this business. Also, if you party your profits away, you can’t grow. Buying your own office is a great investment and here’s why. Most people buy real estate and rent to irresponsible people who don’t pay rent on time or destroy the place. The investment is filled with risks. If you are the occupant of your investment, you’ve eliminated 75% of the risk right there. Even if you go out of business, you can still rent the building out to others and have passive income. So, buying an office is the best investment you could make — and it’s a sign of stability, prosperity, and respectability!

(9.) Do Good Deeds
If you are in the call center business, after you die you will go to a special heaven designed especially for you. It is referred to as call center heaven. But, you can only gain admittance if you do good deeds. So, be a good person and don’t do anything you shouldn’t!

(10.) There is no ten
Shouldn’t this entry have an even number of points? No! There is no ten. Why not, ten is a good round number? There just isn’t. You have learned enough now. So, go out into the real world and make your mark, grasshopper!

.

How to get call center clients by monitoring better!

Categories: Uncategorized | Tagged , , , , , | Leave a comment

The title of this entry should really be about how to keep your clients, but our readers are more concerned with getting clients, so we’ll leave it as is. Those who succeeded in the call center industry insist that trained managers and intricate monitoring systems win the game in the competitive call center industry. Nothing is better than a call center clerk who is being constantly watched and improved upon!

Training
Just for the record, training and coaching needs to happen regularly for all call center agents, no matter what level they are at. Monitoring can key management in to see what individual callers need customized coaching at! Training programs also need to be modified and evolve over time to meet the needs of your staff. Keep track of what parts of the training program worked well, and what needs to be developed upon or changed.

Send them home…
One company I heard of watches their call center workers all day long. The minute they start slipping, they get sent home. You lose your company’s reputation the minute your phone staff starts getting cranky. I know this because I am sometimes forced to work long hours, and we get lots of complaints when I started getting upset with people who are rude to me (which happens regularly.)

Stop bad habits before they start!
Regular monitoring makes it easy to spot bad habits as they are being formed. The minute your call center worker starts getting off on the wrong foot, it’s coaching time! Stop that bad habit right away!

Keep track any way you can
You can track worker performance on paper, on an online database, but don’t do it in your head even if you have a good memory. Technology is not the goal here — keeping top-notch performance through worker tracking is the goal!

Give daily feedback
Workers like feedback if it is genuine and helpful. Be careful with negative comments. Try to phrase things in a way that praises people for what they did right, and makes suggestions for what they could do better!

Not everyone can do monitoring
Someone who is good at calls might not be good at monitoring and vice versa. You need someone anal who likes nit-picking everyone else, and who has the grace and suave to be well received when they start giving commentary. Monitoring is an art that is refined over time, but regardless of how good your training program is, you need to start with the right personality for the job!

Regular rewards boost morale
The call centers that do well have regular rewards. There is the worker of the month reward, and other creative awards that imaginative companies think of. Those who just have their grunt workers clock in and clock out lack the enthusiasm and quality of work that the more thoughtful companies have. This is what top-notch expert call center managers told me in private interviews. Happy workers are born out of a fun and stimulating environment!

Review examples of high quality interactions on tape
If you have an experienced rep who handles themselves gracefully, use particular calls they did as case studies. Sure, this is not Harvard Business School, but case studies can help with studying many subjects at any type of skill level, plus it is fun to see real experts engaged in what they are good at. Personally, I would like to see Donald Trump in action, since I do business for a living!

Have a system for checking on people
Yes, you need the right person to do the checking. But, you also need the right manager managing the monitor. You need a methodical system for checking up on your call center workers. You need to decide how often to check up on people, how often to give feedback to them, and how to handle every common type of difficulty or issue that props up.

Customer feedback is imperative
If you have your customers give any type of feedback on your callers, that can be very helpful. Customers are wary of long and drawn out forms which take a long time to fill out. But, if you can have them answer a few questions over the phone for you, or write a few quick comments in an email, that might be enough to get some insight as to how your call center agents are doing!

Keep score
If you award your callers scores for how good their calls are, they will be able to compare themselves to others, and compare their progress over time. Nothing motivates better than seeing yourself improve in a big way over the course of a few months.

Group meetings are helpful
If a bunch of callers get together with a manager and discuss calling techniques for particular situations, that can be meaningful and helpful as multiple points of view will arise. Callers who regularly attend group meetings do measurably better than those who don’t according to the experts!

Self-assessment is also useful
Many callers find that assessing their own calls is helpful. When they analyze what they did right, and what they had trouble with, it becomes a learning process with good long-term results.

Good luck, and make your BPO call center a learning environment where self-growth and fun is a daily occurrence!