The 4 Greatest Challenges in Outsourcing and How to Overcome them


Managing a business from within the workplace can be intensely complicated in itself. Not only do you have to worry about your own responsibilities as a manager, but you’ll also have to motivate each member of your team for maximum productivity. Now imagine how much more difficult these things can get in the world of call center outsourcing services. Sure, there are useful websites that help you better monitor your outsourced team, but there are just some obstacles that technology read more »

Ob-La-Di, Ob-La-Da: Speaking the Customer’s Language

Customer Language

If there has been some obvious tension between you and your customers recently, then you’re probably speaking in their language. This is not about learning French or Mandarin, but about learning how to speak to customers in a way that they can understand your intentions and instructions clearly, immediately, and without stress. For those involved in sales support services, success isn’t just determined by how awesome your sales pitch is. The level of your tone, the content of your vocabulary, read more »

The Agent’s Guide to Dealing with Difficult Customers

Difficult Customers

Whether you’re an introvert or extrovert, human interaction plays a significant part in your daily life. Some people are naturally easy to get along with while others require more effort, patience, and understanding. The same reality can be said for businesses. You will encounter a difficult customer every now and then, and you’ll always have to respond in a professional and respectful manner. In providing excellent helpdesk services, you have to exercise great listening skills, identify customer wants and needs, read more »

Back-to-Basics! Tips in Identifying Customer Wants and Needs

Customer Expectations

Understanding customers is important if you want to be able to provide them with excellent products and services. A customer’s wants and needs are two totally different things, and sometimes only a thin line separates the two. Everyone working in sales support services must appeal to both notions with each particular customer they encounter. Why? Because their job entails them to providing the customer’s wants while identifying, communicating, and satisfying his needs. The following are essential tips that should teach read more »

The Manager’s Guide in Building & Strengthening Positive Team Relationships

Team Building

It is a truth universally known that humans are social creatures. We have a knack for interacting with all kinds of people because we are biologically designed to seek for sincere emotional connections. It follows that when team members are happy with their colleagues, they are also happy with their work, and such a positive environment results in productivity It doesn’t matter if you’re involved in customer care or back office services; healthy working relationships are essential for a company’s read more »

Watch your Tone: The Art of Understanding Customer Mood

Different Moods

Whether you are working for helpdesk services or customer care call center, there will be times when you’ll have a difficult time gauging the mood of the client. Like a variation of a cat and mouse game, callers calmly scramble for the right words to use, the appropriate greeting, all to make sure that a particular service is delivered. Indeed, customer satisfaction is a road paved with a chain of countless fumbling, complaining, understanding, and rectifying. This is the reason read more »

“How May I Help You?” Phone Etiquette for the Call Center Agent

Phone Etiquette

The telephone is an endlessly useful invention, and with proper etiquette, communication can be a splendid thing. This is especially true for companies involved in call center outsourcing services, where most of its interactions happen through, well, you’ve guessed it. It is essential that agents should be able to deliver quality service because customers expect – and deserve – to be satisfied. This would seem commonsensical, but there have been a number of problems with customer-company relations that start with read more »

“Bring It On!” 5 Tips in Preparing your Agents for 2015

We Can Do It

Every new year presents new challenges. And once you and your team overcome those challenges, you’ll be celebrating achievements that you can bank on for many years to come. However, this is something that’s easier said than done, as your team can easily feel too relaxed and complacent whenever they feel overly stressed or under-appreciated. Whether you’re managing a team in sales support services or call center outsourcing, the following tips will sure to give your team a good push read more »

Year-End Appreciation: 5 Simple Incentives to Award your Team

Employee Incentives

2014 is over, and 2015 has just begun. As a manager, do you know the biggest factor that contributed to the success of the company? Your team members. After all, no man is an island. Without their support, hard work, and dedication, your department wouldn’t have accomplished as much as it did in the past 12 months. Working for call center outsourcing services is no joke, so it’s only right for you to show them your appreciation. Here are five read more »

Outsourcing 101: Steps in Hiring Remote Employees

Remote Workers

Thanks to the Internet and a lot of other advanced technologies, it is now possible for people to work even if they are beyond the confines of an office. Because of the convenience such a setup brings, outsourcing has exploded in popularity in the past decade, providing hundreds of thousands of opportunities across all corners of the world. However, due to the lack of stringency in the application system, it is difficult to know which ones worth hiring. If you read more »