Customer Care 101: 5 Reasons for Establishing Rapport

Human Connection

It’s not an easy feat to establish rapport, especially when you’re over the phone. However, just because it’s quite challenging doesn’t mean you shouldn’t give it a shot. You can build rapport through simple gestures such as talking in an empathic manner, matching a person’s cadence, and asking a simple question that shows concern.  This way, you can show the caller that you are worth his trust and time. So whether you’re a part of sales support service or tech read more »

Call of Duty: Improving Phone Communication for Superior Customer Service

Jonah Hill

Just like with face-to-face conversations, there are also practices that should be observed when talking over the phone. However, some people tend to neglect developing their skills in this particular foam of communication. This shouldn’t be the case, especially if you’re working for sales support services. Sure, crafting an awesome sales pitch contributes to a job well done, but there are more principles to live by if want to become a suave and savvy speaker. Here are the essential steps read more »

Plus Points: The Agent’s Guide to Attaining Positive Customer Feedback

Positive Feedback

Helping people out can give you a sense of fulfillment deep down inside. And it feels even better if the ones you helped express their appreciation through simple gestures that say “thanks”. In the customer service industry, the most common way people show their gratitude is through positive feedback. It may not seem much, but the thoughts of customers are vital both to you and the company as they are determinants of how well your performance is. So, whether you’re read more »

Customer Care 101: Five Steps on How Agents can Show Empathy

Customer Service Agent

It’s not that difficult to understand other people since we are all human beings who share connections and commonalities with one another. However, being able to genuinely understand how others exactly feel can be quite a challenge at times. This is important, especially if you’re in the customer service industry, whether you’re part of a call center outsourcing services team or into hospitality service. For those who are having trouble conveying their sense of connection, fret not; I present to read more »

Five Reasons to Render Excellent Customer Service

Customer Service

If you are to do something, do it at the best of your abilities so that it will yield the best possible outcome. This is true on so many things, especially customer service. So, whether you’re working in call center outsourcing, food services, or the sales industry, here are reasons why you must give it your all whenever people seek your professional assistance. You’re also a Customer Whenever we pay for something, whether it is food, an object, an artwork, read more »

Beyond the Back Office: 5 Team Bonding Activities you shouldn’t Miss

The Office

Whenever people come across the idea of “team building”, the first thing that probably comes to their minds is an overnight swimming session in a private pool or an out-of-town trip. Although the two are great because they both provide the team a chance to bond, have a chill time, and create new experiences, they are quite difficult, costly, and time-consuming. Plus, they can get a bit repetitive. If you don’t have the luxury of either, here are some ideas read more »

The Agent’s Guide to Developing Enhanced Listening Skills


Being an agent for a customer care call center is taxing. Aside from the shifting schedules that usually pit you into the night, there’s especially the non-stop speaking into the microphone as you deal with personalities that are different parts of the spectrum. Usually, there are the extreme customers that cannot hold their frustration back, which is one of the difficult challenges that come an agent’s way. These pressures may be among the causes of an agent’s failure to listen. read more »

The Manager’s Guide to Rewarding Agents on a Budget

Happy Workplace

Are you on a tight budget but still want to reward your hardworking agents? You’ve landed on the perfect post. Here are simple, practical ways you can show your gratitude to the MVPs of your helpdesk services without having to break the bank. Commend their Output Especially true for big projects, praising an agent personally is a great way to show appreciation for a job well done. Flattery can boost a person’s self-esteem, so declaring how proud you are of a read more »

The 5 Biggest Benefits of Hiring an Outsourced Team

Business Plan

Because of globalization, the trade of goods between different countries have been progressively proliferating. These goods are not merely limited to material products, but also services. And thanks to the Internet, which has made communication across the globe more accessible, the process of outsourcing has become a popular business strategy, resulting in the rise of the business process outsourcing (BPO) industry. Although there are many reasons behind this, here are five most relevant reasons why: Cost-Effectiveness The driving force of read more »

The 11 Dos and Don’ts of the Outsourcing Industry


While some companies are still considering outsourcing their call center services, others are already sending out writing, design, IT, HR, accounting, among other work. That’s how it is: outsourcing is one of the movers of business today. Now if you’re thinking about joining the revolution, you may look at the dos and don’ts of the industry before proceeding. Do outsource expertise you don’t need too often This includes graphic design if you’re an IT company. See, this makes things easier read more »