Articles

  • Call Center Essentials 5: Key Performance Indicators

    By: Art Williamns
    Posted on: November 5, 2013

      A call center agent’s job may be monotonous especially when a huge chunk of it involves working on the computer and rendering customer assistance. However, the yardstick used to measure the performance of a business process outsourcing compani...

     

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  • Call Center Essentials 4: The Operations Manager

    By: Art Williamns
    Posted on: September 17, 2013

        It’s no secret that owners of call center companies are supposed to hire agents to deliver the superior customer service they promised to their clients. On top of that, people who will supervise these agents once they’re divided among ...

     

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  • Call Center Essentials 3: The Call Center Agent

    By: Art Williamns
    Posted on: August 6, 2013

    To an outsider, it’s easy to assume that to work as an agent for a business process outsourcing (BPO) company is an easy job. Somehow, the sheer volume of agents can be simply perceived that it’s a job that everybody can do. Outsiders see a throng of ...

     

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  • Basic Marketing Elements You Can’t Live Without

    By: Art Williamns
    Posted on: May 15, 2013

    Being a marketer isn’t a walk in the park. Whether it’s online or offline, marketing requires massive skills, and each project will always provide a greater challenge as to how you can stretch your limits.   I am nowhere near being “advanced...

     

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  • Call Center Essentials 2: Esprit de Corps: Mastering the Stages of Team Development

    By: Art Williamns
    Posted on: April 18, 2013

    Call centers have long been the solid backbone to a number of great corporations. Customer and technical support divisions of companies have been providing feedback and input to many of the parties involved with the company. As such, keeping the organi...

     

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  • Call Center Essentials 1: Profiling The Qualities Of A Team Leader.

    By: Art Williamns
    Posted on: March 6, 2013

    In a call center environment,there is one person who is seen as the point person of all, the one who knows the answer to whatever product-related question you have, the resolver of issues, the one person who bridges management to the front line associate...

     

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  • Call Center Philippines - Outsourcing Destination of Choice

    By: Art Williamns
    Posted on: October 12, 2012

    As more and more companies in the US become aware of the huge cost/value advantage of outsourcing their call center processes to the Philippines, the Philippines is acquiring an enviable reputation as the number one call center services provider in the wo...

     

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  • Call Center Density in Manila Philippines

    By: Art Williamns
    Posted on: May 2, 2012

    Manila is the capital and largest city in the Philippines, numbering over 12,000,000 people. In fact, most people who know anything about Manila correctly characterize it as ‘overpopulated.’ The single biggest reason for that overpopulation is the sa...

     

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  • The Philippine Call Center (A Small World)

    By: Art Williamns
    Posted on: April 15, 2012

    The top level Philippine call center is like a small corporate world unto itself. It’s just as sophisticated as any Fortune 500 company in the US. This top level Philippine call center has everything it needs to recruit new employees, train them, manage...

     

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  • Philippines Call Center - Nothing Short of World-Class

    By: Art Williamns
    Posted on: March 24, 2012

    The Philippines call center industry level of sophistication comes as a big shock to most people coming to Manila and the Philippines for the first time. Amongst some mindsets, there’s a preconception that the Philippines is a backwater, South Pacific b...

     

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