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Technical Tools for Philippine Call Centers

Jan 27, 2008
In the quest to effectively manage calls, maximize the workload of call center agents, and the desire to help customers solve their issues and concerns, several technical tools and refinements have been devised by call centers in the Philippines. These tools serve the agents, as well as the management in dealing with the thousands of calls being routed to the call centers on a daily basis.

Philippine call centers are now using software that predicts the length of time that an agent spends in helping a customer. For outbound calls, the system then makes a call even before the agent completes the call. This way, another customer will be served right after the agent concludes the call with a customer. The logic behind this Predictive Dialing is that not every call made will be connected. Some lines will be busy, some calls will not be answered, and still others will be disconnected. By dialing more calls than the number of agents, predictive dialing software makes provision for the calls that are dropped along the way.

Credit card holders enjoy different features and level of service. As such, when Platinum card holders make a call, they are automatically sent to agents specializing in the Platinum card. This example illustrates that call centers in the Philippines do use prioritization of their calls. This is accomplished through the IVR or through the number dialed by the elite customer. Those who are also calling for the second time after abandoning a call are put on the priority of call queue.

In addition to this, call center management in the Philippines, are increasingly recognizing the importance of specialized agents. In any given account, there are different levels of service that should be provided, and there are different expertise called for depending on the nature of the call. As such, the Interactive Voice Response (IVR) has been designed. Through this system, callers are able to choose from a set of menu what kind of service they are looking for. Depending on the choice they make, they will be routed automatically to the department or agent that can best help them. For simple queries and tasks, customers are sent to generalists who lack in-depth training on different aspects of a product. But if their concern is a little too difficult for a generalist, the customer is routed to a different person.

Lastly, telephone and computer software have been integrated so that the computer program is able to detect the number input by the caller on the telephone and determine if the customer has entered the correct PIN. This way, service can proceed immediately, thereby contributing to more efficiency and effectiveness. This also helps lower the average talk time and average handling time of the agent.

These tools for call centers have been designed to help customers and agents to enjoy the best service there is. For agents, however, these tools can only do so much and there is still no substitute for genuine and honest concern and willingness to help the customer.
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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