Should Good Customer Service Be A Priority ?

You have seen the documents and seen the Webinar videos. Now you are hooked on giving the
best good customer service at your disposal.

The biggest challenge os proving to your colleagues beyond customer support good customer
services and all services will have a materialistic impact for the future. First priority to help
colleagues answer some questions.

What is Good or Bad Customer Service?

What will the impact be on the future of the company? We did a study with the cooperation of
Dimensional Research to answer the questionswith surprising results. That backup what we have
said for the past few years. You give your customers a very good service the impact will be long
lasting and pay dividends for future years.

The study interviewed over 1000 customers to understand what makes a good customer service.
How customers reward companies that give this and they promote these companies with their
experience whether publicly or in their social circles.

Definition of Good Customer Service

The biggest surprise result of the study was how people gave their meaning of good customer
service. You would think achieve the desired outcome, but the most important thing was the
problem was dealt with urgency. Second on the study was the person who I was dealing with
was polite and courteous. Third place was any problem was dealt with by one representative and
not past from one rep to another. Nobody likes to be treated with disrespect.

Of 1000 only 47% surveyed said the customer service was positive as they got what they first
asked for.

What Good Customer Service Means for You?

You give the customer what they ask for then you have happy customers. Customers are
understanding people as all of us, they like want fast and convenient services.

81% talk to friends and family about their experience.

45% Publish through social media.

35% write on reviews online.

52% will return to do more business.

24% choose you for a further 2 years over competition.

Just remember respect goes along way.

 Industry Outsourced

SME's outsourced call center services contracted. The HQ and delivery centers are in the
Philippines. Which the English Language outsourced call center No1. the delivery are located in
Manila.

Locating contacvt center requirements to the Pilippines is very cost effective for your company.
The goal is to deliver the best customer friendly and technicalsupport services at competitive
rates to the cost structure. Compare to Europe and the U.S the wage is only 10% in the
Philippines. You have a stable workforce. The litracy is at 93.4%,so very highly rated in the world.
This makes the Philippines the third largest English speaking country after the U.K and U.S and
recently cited as as best in business english. As for this you would have have a contact center
that can talk to customers from any country in the world. Knowledge of the U.S and Europe they
can relate and converse with western customers. The Philippines annually produce over a million
high school graduates and around half a million university graduates. The system is U.S based
university system, Graduations in IT, Business and engineering this accounts to half of all
degrees. They can handle complexedtasksto makeyour companyreach new heights. Applications
in american legal and accounting can make this a perfect move. Telecommunications are fully
privatisedand cuts downtime to a minimum. The work attitude of all agents is of absolute
importance. So with all this going on your customer services are running on a high and
customers are happy you mhave little or no bad press.

Should Customer Support be Outsourced to the Philippines?

While interviewing potential agents we look for their second nature as customer service. Which
separates the Philippine Customer Service centers as the best outsourced centers from the rest
whether big or small. From hundreds of thousandsof qualified agents the best are natural born
and root them out as professionalcustomer services. Along with neutral Englishaccent is one big
assetof the filipino contact agent. They deliver trusting and satisfying answers to questions. With
this in mind they develope a crucial rapport with client and customer which resolves problems
quickly and efficiently. IT support and known brand names within the call centers. Run by parent
companies has been ongoing since 2005, with this we have the experience and fast acting
SMO'sneed and want.

Whatever type of consumer they are whether it be individual or business through our customer
service channels will get the most upto date and knowledgeable advice technicle support
anywhere. This type of service is from the heartfrom a friend through to the end no matter what
all will be resolved.

A Breif History of the Philippines

The reason for neutralaccent comes from eagerness for the United States and European
cultures. The Philippines was under Spanish rule for over 300 years, American territory for 50
years also american bases for navy and airforce till 1991 and a British colony for a short period.

How Cost Effective can a Philippine Helpdesk be?

The helpdesk in your company is a major tool. This is the backbone for the services you supply
giving technical support and information for customers. Run effectively it gives the customers
satisfaction with the brand or products you supply. Then the customers will return and also bring
new clients.

You cannot just outsource the operations. You need qualified personnel that need training
,equipment and software. It will hit the pocket of the company to the tune of hundreds maybe
thousands of dollars, it depends on the size of operations within the company. But transfer your
operations helpdesk to the Philippines and run it for a fraction of the cost and then maximise the
resources. You do the maths and see how cost saving helpdesk in the Philippines will be.

Rates Cheaper

Salaries are lower in the Philippines than other outsourced units. Assistants in the Philippines
will get as little as $6 an hour where as an assistant in the home country will get much as $25 an
hour. The workers have a wide range of abilities and attributes. This can be helpful to you as
salaries will be tailored from modest to competitive depending on the amount of skill the
employeesqualifications are, which means budget and project needs can be well manipulated.

Overheads will be lower than Home or other Hubs

You have a not so big budget then do it for less in the Philippines. KMCMAG ceo Michael
McCullough has gone on record saying " starting a busines in the Philippines can be done for
$45,500 per year whereas in Indonesia it is double". he also is quoted as saying "the prices are
very steep in Singapore for upmarket office space as in the Philippines it is only $30 per square
meter and Singapore is $115 per square meter.

Flexibility with Shifts

You need a helpdesk that is around the clock 24/7, 365 days a year. The Philippine workforce is
very much the one for this as they adaptable no matter what shift.

English Language

English is taught from start of school and further, so this is why the accent is neutral and of easy
to understand. Which gives the capability to operate helpdesk and more as well as deal with
foreign clients and customers. You want to be able to improve your profit margin, move finances
and competently run all your operations. Then outsource the helpdesk to the Philippines whichis
a cost effective solution for you to all the above.