Call Center in the Philippines
Despite the fact that call centers actually began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.
The call center industry is an up-and-coming industry in the Philippines. Business process outsourcing is regarded as one of the fastest growing industries in the world. (Source: Wikipedia the free encylopedia.)
What is Call Center
A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace, with work stations that include a computer, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.
Call Centers Technology
Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
These includes:
ACD (automatic call distribution)
Agent performance analytics
BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response)
Guided Speech IVR
CTI (computer telephony integration)
Enterprise Campaign Management
Outbound predictive dialer
CRM (customer relationship management)
CIM (customer interaction management. Also known as Unified solutions)
Email Management
Chat and Web Collaboration
Desktop Scripting Solutions
Outsourcing
Third Party Verification (Third party verification)
TTS (text to speech)
WFM (workforce management)
Virtual queuing
Voice analysis
Voice recognition
Voicemail
Voice recording
VoIP
Speech Analytics
Teletech, Pasay
TeletechFrom its center in Manila, TeleTech delivers a range of services, including business process management, facilities management, and seamless global services. TeleTech's Philippines' operation serves multinational organizations looking for cost-effective customer management solutions and services - including a global leader in broadband internet-based communications with one of the largest, most technologically advanced networks in the world.
A strong partnership with the Philippines Long Distance Telephone Company (PLDT), the leading Philippines telecommunications provider, ensures TeleTech can offer exceptional customer management centers and solutions to clients in the Philippines and overseas.
