What communication methods must a call center in the Philippines use?

Monday, January 27, 2014

In this time when every call center in the Philippines scuffles for customer service dominance, speed becomes a major factor to accommodate the growing number of customers. Every contact center wants to provide assistance to customers through different platforms.

This, indeed, is the time of multi-channeled customer service. Gone are the days when customers only rely on traditional means to connect to the brands they use. They no longer have to wait for days just to receive the brand's answer to their queries, as snail mail is already antiquated.

Conversations between the customers and businesses transpire simultaneously across various platforms, thanks to the advancements in communication, but there must remain a balance between traditional means of communication and newer forms to successfully deliver multi-channeled customer service.

  • Traditional phones

    Traditional phones are still in, as many customers, especially the older generation, still prefer calling through the phone when contacting a brand. Contact centers must still give attention to hiring people with strong communication and customer service skills. The problem with some call centers nowadays is that they give too much attention on new customer service methods and lose focus on their traditional methods.

  • Live chat

    The rise of e-commerce paved the way for live chat services, because customers want to have a quick, instant access to the brand as they shop on its website. Typically, the young and the Internet-savvy are the ones who shop online, but it must not be discounted that this is rapidly becoming diverse now, as more and more people (regardless of their age) prefer purchasing on online stores than brick and mortars.

  • Social media

    The Internet has changed the way things are done today, especially how people purchase, compare products, and ask a brand. Social media has allowed customers to share everything they love to say on the brand; hence, not having a social media support system is like losing tons of potential customers. Facebook, Twitter, and other social networks have revolutionized how customer service is done nowadays—as it is faster and transparent (as brands can get to know more about the customer by accessing its profile, etc).

At the end of the day, good customer service happens when the best communication methods succeed in putting across the right message in a clear way, which the target audience finds helpful and effectual in solving its quandaries and giving what it needs. Speed is not enough, as quality is more important.

Every call center in the Philippines must know that having multi-channel technology is enough: it must be operated by the right people who understand the importance of customer service as a driver to sales, that it's a tool to make customers happy and satisfied at all costs.

Open Access BPO is a fast-rising outsourcing firm located in Makati, Philippines. Know more about our voice and non-voice services by visiting our website and Google+ page.