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Chat Support in the Outsourcing Industry

Jan 19, 2008
If you think that live chat is only used for social networking, you are badly mistaken. Some technologies such as instant messengers and even Voice over Internet Protocol are being used by people all over the world to communicate and maintain their relationships even across the distance.

Yet today, businesses are now recognizing the importance of these technologies as a means to improve customer service. As long as a company employee is able to type at least 30 words a minute, the concerns, issues and questions of the customers will be addressed very quickly, thereby preventing such issues and concerns to fester and grow into unmanageable proportions.

In comparison with calls, using online chat will be beneficial for both customers and customer service officers. It removes the opportunity for racist comments and other abusive tones and language over the phone. As long as the customer service officer has effective communication skills through the words that he uses, then he can deal with people with different nationalities by communicating through online chat.

Online chat is also a way to lessen the stress being felt by the customer service officers. In most contact centers in the Philippines, calls from irate callers tend to give contact center agents nervousness and ulcers. Even if part of their training is on how to diffuse the negative emotions of the clients, it is still very difficult to let go of the stress that contact center agents contract.

Even the customers may be able to benefit from using chat support. They would not have to wait for several minutes on the phone pressing several buttons. Rather, they can type their questions away and the contact center agent will be able to get their concerns right away. Most of the contact center agents in the Philippines understand the urgency and the importance of responding quickly to the concerns of the customers and they are very well versed in the use of instant messenger.

Using instant messengers appears to be second nature for most Filipino young adult. As such, when they enter the customer service industry, using such technology is no longer a challenge. However, if they are not proficient in using the system yet, the company can train their employees in using such technology. Given the natural propensity for technological learning of most contact center employees, they learn the process after several days and they also enjoy using it. To ensure that the contact center agents are performing well, regular feedback from customers is needed.

Contact center companies are also aware that they need to ensure the professionalism of their staff in dealing with their customers even in using chat support. As such, the rules of using chat support professionally should be integrated in the training program for contact center agents assigned to chat support. Companies in the Philippines are aware of this and that is why, as a result of the trainings, most contact center agents can use both phone and chat support effectively.

Phone and chat support are but the means of dealing with the customers. The bottom line is that contact center agents in the Philippines are able to deal with the customers in a timely and effective manner.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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