Call Center in the Philippines

If TelstraClear shifts call centre work in the Philippines, a trend set by Telecom and Yellow Pages may be lost up to 170 jobs in Paraparaumu and Christchurch. The decision will be possible by March.

Chris Mirams, Spokesman, said that the firm was holding a feasibility study into outsourcing the answering of inbound "customer care" calls from residential customers, as it looked to improve customer service and maintain its competitiveness. According to Kapiti mayor Jenny Rowan, TelstraClear would be among the "top 4 or 5 major employers in the district". The council will monitor the study. "If they can see a manner through to staying in this country, that would of course be something we would encourage them to do", she added.  TelstraClear will judge the resourcing and financial propositions of shifting work to the Philippines and whether customer needs could be met. The kind of calls that may be outsourced will ranged from mobile and HomePlan services to billing inquiries and changes of address.

Call center agents are the core assets of call center firm. They provide customer support services. They directly interact with your customers and offer good relationship to them. A call center agent must resolve all customer queries. They must know more information and must learn to check all issues and solve them.  Their goal is to provide excellent customer support service via telephone, email or web-based transactions.  At present, Call Centers not only respond to phone calls. They also search and quote information, take comprehensive and correct orders and messages, accept and transmit faxes and emails, and make it definite that the right person got the message.

Next year, the US-BASED Convergys Corp. is planning to expand the call center in the country so they opened its biggest call center in Makati.

According to Convergys Senior Vice President for Human Resources Clark D. Handy, the demand for more sites in the Philippines continues to develop due to Filipinos’ quality of work and their similarity with Western culture. Handy added that clients had chosen the Philippines because of their skills and the quality of Filipino’s work ethic is tough.

This year, Convergys received positive feedback from client satisfaction survey. By giving a 1 to 5 rating (1 being the lowest and 5 as the highest score), the survey allowed clients to evaluate the services provided by their agents.

Companies like Carnival Cruise Lines, Hilton Hotels and JetBlue are now improving their customer services for technical support and phone sales operations for U.S. transactions. They will no longer hire full-time workers to take calls. Instead they have linkages with a burgeoning group of middle-man outfits like 12-year-old Arise Virtual Solutions in Miramar, Fla. Their workforce deals with their clientele at home. This new sector is known as "home sourcing."