Handling Your Call Center Outsoucing Agents

I have pounded my head into the wall many times because I have asked or explained to one of the agents or techs what to do or how to do it and then I leave and come back to see how it is going and again hitting the head on the wall.

Here is the deal the Philippines in a way is like programing a computer or telling it what to do and it will pretty much do 100% what you asked for its the same thing here, you need to explain in depth what you are asking for and really really make sure that they under stand what you want because most times even if they don’t know what you said and you said do you under stand they will say yes so you have to ask them a couple times to make sure they got it.

Don’t get me wrong not talking bad on the Philippines at all, I think that it’s the cloture gap or something that makes it difficult at times.

I read a story about a company in Australia pulling out because of Philippines bad customer server which I think it crazy, the Philippines has the because customer service, its just making sure that you have the girl agents and you train them correctly. Allot of things that I have seen is these large companies are outsourcing to big of groups at one time which makes it to hard to handle so you are going to get shitty training and everything will be done way to fast and that is not only the companies fault but also the call center for taking the deal.

When you are call center outsourcing start with something small and prove the concept works and slowly grow it from there.