Philippines: Still A Preferred Destination for Inbound Contact Centres

The Philippines is bound to have a lot of call centers, especially inbound contact centre today. Different business process outsourcing companies or BPO’s offer varied services that cater to customer complaints and queries and one of these services is inbound customer service in an inbound contact centre.

Inbound contact centre will always be a significant vehicle to care for customers because it is already in hand. This contact centre is also very important for the fact that it could also market and promote the product and service of a hiring company. Also, the hiring company can generate more when using this kind of service and can save money and resources.


Business process outsourcings Philippines are beginning to grow exponentially. It was reported in the online IT news company - www.cio.com that the Philippines is one of the outsourcing hot spot this year and it will soon outpace India which is the current dominant offshore outsourcing destination today.


On the other hand, the Philippines is also a sought- after inbound contact centre destination for foreign BPO’s due to the fact that Filipinos are known for their proficiency in English as well as their passion to work. No wonder, call center companies in the Philippines are spreading like wildfire in every city in the country. They have trust and confidence to Filipino workers just like foreigners overseas.

Moving on, it is not also a doubt that BPO and lead generation Philippines have Filipino workers who are good in communicating and assisting foreign customers because of them being well- trained and precise in giving customer service to these customers. They are also laudable to foreign clients for the reason that they have high respect on the people in other nations as well as their own authorities. Nonetheless, the Philippines will soon be a capital to the growing inbound contact centre in the world.

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Call Center Outsourcing

Call center outsourcing has been a popular way of generating sales and helping some companies with technical support as well as customer service support. Large or small businesses have been into this kind of process in selling products, services or goods because it is already available and it somehow made their business boom as well as the call center business flourish.

Nowadays, some businesses are into call center outsourcing because it is not costly and does not also spend too much time and resources on their part. However, there are important considerations for the two parties (the business side or the client and the outsourcing side or the outsourcing company) in the call center outsourcing process. In the business’ side, they must consider the possibility of weighing the pro’s and con’s of call center outsourcing. It can either generate sales, create customer satisfaction and effective technical support or it can decrease sales of certain business or make their customers continually support their product, services, or goods. On the other hand, in the part of the outsourcing company, they may or may not provide great solutions or results to some companies who are in partnership with them.

In this scenario, there must be a better understanding between the two parties in order to attain good or better results. There must also be teamwork between the two as well as constant communication in order for the both of them to generate sales or profit, give good customer service as well as customer satisfaction and support and an effective technical support.

As mentioned, call center outsourcing companies are already flourishing nowadays. There are a lot of them to choose from. So, if a business wants to earn more and acquire good number of customers, they should make sure to choose a call center outsourcing company that can provide them with good results and better solutions or that can meet their standards as a company. It must also have a strong management, better call center equipment and well- trained workers. Thus, the most helpful way in choosing a better call center is to do some surveys or researches.

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Increase Your Small Business With Powerful Telemarketing Techniques

Below are simple ways on how you can increase your profit and client sales with these powerful telemarketing techniques:

1) Plan. Before making that call, plan. Think of the things you're going to say to the customer or prospect. Jot down these notes on a paper. You don't have to jot down every word. Just memorize the key points and the general structure of your call. Doing so will make the business phone sales enjoyable and smoother.

2) Share your story. Share with your customers what us there about your business that make people interested to patronize your service or product. Share a story and build rapport.

3) Reach the boss. When telemarketing, try to speak to the boss or anyone who makes the deciio to buy a product or service. Whether you are calling a business or a residence, look for the person who is in charge of making decisions.

4) Try leaving creative messages. During telemarketing, you will encounter several number of answering machines, secretaries, and voice mails. Never miss an opportunity to leave a message that will make the customer or prospect return a call. Leave creative messages. People would want to know why you are calling them and why they should call you back.

5) Make notes. During business phone calls, jot down notes. When someone gives you a call back, of course, you want to immediately remember who he is, what you said during the call, when you called him, etc. This is very important especially if you're making tons of calls and it's impossible without notes to refer back to.

The telephone is a very powerful sales and marketing tool. Do not take the telephone for granted. Telemarketing has a away of touch customers and prospects in personal ways that TV, Internet and newspapers can't match. Promote your business over the phone.

Enhance Your Listening Skills

The difference between the top 20% of the top sales producers from the bottom 80% is their ability to listen. To listen mean more than just hearing what the prospect is saying. Telesales people hear their customers but sometimes because telesales professionals are unprepared for questions and objections, telemarketing professionals tend to get busy thinking of what to say next. Thus, they don't really hear what their customer or prospect is really saying.

One main thing that a telemarketer can do to start making more sales is to listen more to the customer. If you listen more then you'll know what to and what not to say to make that sale.

You can stat by listening for and jotting down any special words or phrase that your customers use. Although, majority of the say the same things, if you really listen you will realize that everyone has a special word, phrase, or way of saying something. Listening for and jotting down these special phrases will help you pay more attention. To make it even more effective, use these special phrases when speaking with your customer. This is what you call as "mirroring" your prospect. Mirroring is proven and an effective method to build rapport with your customer. It makes your customer feel heard.

Another tip to improve your listening skill is to record yourself. Record yourself and listen to your conversation. The point of this exercise is that when you are on the phone, you don't have any idea how and what you sound like. Recording and listening to your calls offers you the opportunity to really listen to yourself. The point is that you need to listen to your calls before you can improve it - simply because you can't enhance something that you are not aware of, right?

Remember to use the mute button on the phone. The mute button is the most important button on your telephone. If you can't stop yourself from talking and interrupting your customer while the customer is talking, you can just press the mute button and interrupt and talk all you want without the customer having to hear you.

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Telemarketing Techniques

A gift of gab is not enough if you want to succeed in telemarketing. In telemarketing it is also important to be mindful of what you say and how you say it. Do you know that there are several means to deliver the same message, yet a few means yield the needed result. Majority of these means either terrify customers or leave customers uninterested and dissatisfied.

Each telemarketer is unique, with a wide range of personal habits that have been acquired and developed all through the years. In fact, even the best telemarketer have minute, and automatic habits of speech that could be omitted or replaced with more positive and powerful words.

Usually, we don't assess our telemarketing skills because our skills seem natural and normal to us, However, a telemarketing agent should understand that there is always a room for MORE improvement. Telesales is more than just speaking politely and clearly. Generally during telesales phone calls, we make assumptions about the customer and we fail to engage appropriately with the customer. Be it cold calling, customer service, or business phone sales, the failure to build rapport with the customer and say the appropriate things on the phone m might maim customer relations.

Although the Internet has been an important tool for marketing business, our sole chief contact with our clients and customer sis through the telephone. When you converse with your customer on the phone, the customer will create impressions about you and the company that you are representing.

Telesales needs a wide range of skills, and these skills vary from those you use in face-to-face deals. Facial expressions and body language are cut out totally and that that is why it is probable for clients and customers to generate a wrong impressions from what you say to them.

Generally, newbies and experienced telemarketing professionals are just beginning out need not to place to much effort on improving communication skills significantly. In fact, even small modifications in the way that conversations are handled can have a huge impression on the results of your sales. Entrepreneurs should consider training their telemarketing team thoroughly. Telemarketers can help develop your business, create brand awareness and publicity.

Get rid of bad habits and begin using more positive vocabulary. Check which words work, and which ones don't. Sales pitch fails more often due to the telemarketer's wrong choice of words, or rush in trying to close the sale too hastily.

Telemarketers in call center agents also need to have an optimistic attitude even if they are talking to grumpy customers. Being rude to a rude customer is never a good idea. It kills your confidence and mood, and affects all further phone calls telemarketers make.

There are no telemarketing gurus out there. Because learning is a process, and in telemarketing, there is always room for more improvement.

Build Rapport During Telemarketing

Customers buy from people that they know, trust, and like. To make your prospects or customers like you, you have to build rapport. Even if you're just selling over the phone, building rapport is important during telemarketing.

There are several ways to get your prospects/customers to know, trust and like you.

1) Listen and Acknowledge

If your customer feels that you're not listening and hearing what he is trying to say, it instantly kills the rapport. To make sure you don't kill the rapport, let the customer speak. After the customer is done speaking, pause a little while then start talking.

Remember to acknowledge whatever the customer has just said during your sales call. To acknowledge, you can just say " I know what you're trying to say" or " Yes, I understand". Or you can simply repeat parts of what your customer has said.

2) Use Self-Disclosure

During the sales call, listen attentively to what your customer is saying and identify with what your customer is trying to say. Try to converse by sharing a bit of your own experience. You can start by saying, " That has happened to me, too!" or "I know what you mean because I did the same thing."

Be careful when you use this powerful rapport-building telemarketing technique. You might be disclosing too much information about yourself when instead you should be closing a business deal and not making a new friend.

3) Empathize.

Remember to empathize whenever when you are speaking to a disappointed or irate customer. Do not be tempted to be defensive when something has gone wrong. Instead of getting defensive, acknowledge your customer's feelings.

People want their emotions acknowledged, to be heard, or that somehow someone cares. When you empathize , you do not only calm your customers but help establish rapport as well.

Remember that to make people buy your service or product, they have to know, trust and like you. Now that you know how to establish rapport, you can start making more sales and become a successful telemarketing professional.

Do You Sound Like A Chipmunk On The Phone?

How you sound on the phone matters. When you are a telemarketer, how you sound on the phone can "make or break" the call. If you sound scary, boring, or you sound like a Chipmunk cartoon character talking on the phone, most likely you are an unsuccessful telemarketer.

There are several tips on how to great that speaking voice when you are on the phone:

1) Use your diaphragm when breathing - Use breath to punctuate your point during the call.

2) Use Pitch - Modulate your voice when you are emphasizing something during the call. Modulating your voice will keep your listeners engages. You can develop your pitch by humming.

3) Be mindful of volume - During the first part of your call, ask you listener how your volume is, Know id you are speaking too softly or too loudly. Make sure you can maintain the appropriate volume throughout the call.

4) Moderate your pace - Don't speak too fast, some people might not keep up. Don't speak too slowly either. Speaking slowly will make other people uninterested in what you are saying.

5) Articulate - To minimize mumbling during the call, try to exaggerate your lip movement. Try reading tongue twisters and remember to exaggerate the vowel sounds.

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