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Technology and People for Excellent Customer Service

Feb 6, 2008
Customers are at the heart of the products or service being provided by companies and organizations worldwide. As such, customers need nothing but the best customer service there is. This is also the reason why the Philippines is being considered as a prime destination for offshore call centers. They are inexpensive yet at the same time, the level of service being delivered is excellent. Because of this amazing level of service and the cost savings generated by companies, call centers in the Philippines have grown in the last seven years.

Customer service entails understanding the needs of customers and providing for these needs in accordance with the policies and specifications of the company. In some cases, call center agents have to deal with customers that are irate and upset over the company. Effective customer service also helps convince customers see the benefits of using the services of the company. Retaining customers also contributes to the savings of companies.

In order to effectively provide service to customers, companies need at least two things excellent people and technology.

Companies need to hire the best people available in the market. In the Philippines, call centers conduct hiring campaigns in the major colleges and universities all over the Philippines just to attract the best talents from these schools. The government also helps call centers in scouting for talents through job fairs. The local governments where these all centers are located are particularly helpful in scouting talents and encouraging them to apply at call centers.

Call centers also invest on their people in order to capitalize on their talents and skills and for them to upgrade their qualifications. By investing on their agents, call centers maximize the way that their agents contribute to the company and to the call center. As a popular maxim goes, a happy workforce will in turn lead to better customer service.

Technology is another important investment of call centers. In the first place, without technology, they will not be able to deliver the promised service to their clients who are usually located abroad. Phone lines, computers and numerous infrastructures are built and improved so that the process of providing service is smooth and hassle-free. In addition to this, computers and their phone lines should be integrated in order for the agents to deliver excellent customer service. Even if agents have excellent customer service skills, poor technology is inimical to the provision of this kind of service. Furthermore, if call center networks are down, this would lead to the shutdown of customer service, which would lead to millions of losses.

The level of technology in the Philippines complements the call center industry. The laws and regimes in importing machines and other technologies are good and there are also government regulations that help support call centers in the Philippines.

People and technology are important aspects of providing good customer service in the Philippines. Both factors enable call centers to serve more than two million customers whose calls are routed to these call centers in the Philippines.
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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