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Technology and Customer Service

Jan 20, 2008
The level of technology is not the main criteria for assessing the effectiveness of a companys customer service. True, there may be more avenues for customers to contact the company through modern technology. Yet, in the end, the technology available, the brand, the advertising campaigns and even the feisty salespersons do not matter the bottom line is that the problems of the customer should be solved.

There are a number of benefits that technology has offered to business all over the world. For one, technology enables companies to manufacture products and communicate more effectively with their customers. Technology, however, is not an end in itself that is why contact centers in the Philippines are doing their best in training their agents in providing adequate and excellent customer service. Technology is good, but technology graced with excellent customer service is even better.

Speaking of technology, the world has shrunk in terms of the means of communication available. That is why, people from the United States, Australia, and Europe can communicate effectively with those who are located in the Philippines. The Internet has also facilitated the rapid growth of different websites and services. Through this, businesses have learned to utilize the Internet for their transactions and their business processes.

The internet has also made it possible, not only for big companies, but also for small and medium scale enterprises to take advantage of the outsourcing process. By undertaking extensive research and looking at the track record of contact centers and other outsourcing companies in the Philippines, they stand to gain a lot of savings from labor costs, being able to focus on core business processes and other conveniences that contact centers in the Philippines make possible.
On the part of contact centers in the Philippines, the best way to establish a good customer base is by providing the best customer service there is. This is because the contact centers in the said country are aware that customer service can make or break the companies that they are serving. Whether these are in the area of computer sales and technical assistance; credit card sales and customer service; air ticketing and hotel reservations they put both of their feet forward. This is because not only one of the feet are good but both.

The level of technological development in the Philippines may be lagging behind some of the countries in Asia such as China and India, yet the Philippines remain one of the best, if not the best, countries for good English speakers. If it is any testimony, thousands and thousands of Koreans and other nationals are going to the country so they could learn how to speak better English. So, as technology continues to improve and be developed, the English proficiency level of contact center agents in the Philippines would continue to develop.

Technology is amazing! The pace of its growth can no longer be measured by years in fact, technological breakthroughs come to people s attention within weeks. As these trends speed up in this Information Age, businesses still need that one of the oldest concepts in the business world customer service in order to make a difference in this insanely competitive business world.
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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