“Like a Boss!” Steps in Resolving Issues with Just One Call

Harvey Specter

Despite the fact that we are in the Internet Age, a lot of people still prefer calling customer services instead of going for E-mail or chat support. This is because a live conversation is still the most effective and most personal way to ask and receive help. However, it can also be a long and cumbersome process. Because a phone call between a customer and representative can be tedious and difficult, those in call center outsourcing services should make it read more »

“Time’s A-Wastin’!” Common Reasons Why Employees Exceed Breaks

Lunch Breaks

Comprised of accountants, human resources managers, and IT specialists, the members of the back office are truly the unsung heroes of many companies. Providing quality back office services can take a toll on one’s mind and body, which is why employees cherish the Golden Hour of Freedom that is lunch breaks. While it’s true that a good meal or a quick nap can turn a stressful day into a productive one, some workers tend to embrace their breaks more than others, read more »

Silver Tongue: Timeless Tips on How Sales Reps can Convince Customers

Jerry Maguire

Picture this – you are in the mall to buy some wants you’ve been saving up for. You pass this little stall selling something interesting. However, you have no plans of purchasing that item… until you got talked into it. How did that happen? How did he do it? You wonder; you just have to know – especially if you’re in the sales support services industry. If you need to learn the know-hows in sales talk, here are some tips read more »

Customer Care 101: 5 Tips that will Prevent Escalation


You just finished an interaction with a caller, which ends with the customer being completely satisfied with your service. Now it’s time for the next one, so say your spiel, ask for the caller’s name – you know the drill. Don’t worry; you’ll handle it just as smoothly as the last one. Except you don’t. One thing led to another, and next thing you know the customer is already pissed, asking for the manager. You don’t want that to happen read more »

The Voice of Reason: How to Deal with Impossible Requests

Leonardo DiCaprio as Jordan Belfort

If you work in call center outsourcing services and receive a buck every time you hear the saying “the customer is always right”, you’d probably would have more than enough money to quit your job. And rightly so, for customers’ complaints and requests are valid most of the time. But what if there’s a situation where the customer isn’t exactly right no matter how you look at it? Fret not, for here are some tips to help you walk the read more »

Temper, Temper! Keeping your Patience with Customers

Call Center Agent

When someone is hopelessly irritating us, we’re told to simply ignore that person. Just let it go, because it’s not worth your time, effort, brain cells, and blood pressure. But what if you’re dealing with a customer, someone you absolutely have to deal with? Since you can’t just walk away, you’re going to have to grin and bear it. So whether you’re a customer service representative or under helpdesk services, here are some tips to help stop your patience from read more »

Achieving Work-Life Balance: Alternative Activities for Agents

Anchorman 2

The key to a good life is maintaining the balance of its many aspects. However, in this fast-paced day and age where focus is on work, such equilibrium is becoming increasingly difficult to achieve. Nevertheless, it is not impossible. Despite erratic schedules and overtime, there are still ways to unwind. So whether you’re an IT personnel or under helpdesk services, here are some activities that can help you take a step back from work and enjoy your personal life. Read read more »

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 »