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Call Centres Philippines

  • Written by: News Company

Companies like Amazon are obsessed with creating the perfect customer experience. This makes sense, of course, because the entire business of Amazon is built upon customer service. By making shopping more convenient, connecting buyers and sellers, and maintaining a streamlined interface, they clearly demonstrate care about customer retention. Call centres or, more specifically, omni-channel contact centres in the Philippines play a critical role in the customer service process, not only for Amazon but for all progressive companies.

According to research, companies that utilise omni-channel customer service experiences achieve 91% higher customer retention rates than those that do not. Any corporation that opts to use multi-channel instead of omni-channel is at a significant disadvantage. What is the difference? Well, both multi-channel and omni-channel contact centres offer customer service communications over multiple forms of media, e.g from phone calls to email to web chat etc but in multi-channel operations the information gathered in one medium is not available to customer service staff operating the other forms of media On the other hand, the point of an omni-channel provider is that all its operators have ready access to all communications by a customer no matter what communication methods were used. Omni-channel is the optimum customer service experience, eliminating frustrating experiences for customers and permitting efficient communication across all available media.

Offshore outsourcing is a common practice in our modern, globalising world. The Philippines has hosted organisations seeking to offer customer support for a number of years but the game is changing. In order to provide the optimum customer experience numerous providers are pursuing new advanced methodologies and this is where omni-channel customer customer experience comes in. Last year, Amazon created its first customer service office in the Philippines and other companies like Piton-Global and organisations in its class have been quick to follow in providing the omnichannel contact centre experience that at this point, is basically mandatory for a business to achieve the levels of success that organisations like Amazon have experienced.

Offshore outsourcing is certainly a practice that is here to stay, but there is more to it than just providing dedicated customer service personnel that are available 24/7. An omni-channel contact centre is the best way for a corporation to take their customer experience to the next level. Not only Amazon have recognised this, in a list of twelve prominent omni-channel brands can be found Disney, Virgin Atlantic, Bank of America, Oasis, REI, Starbucks, Chipotle, Timberland, Orvis, Vip.com, Sephora, and Walgreens. The Disney omni-channel experience for customers, for example, is outstanding, allowing visitors to pre-plan every aspect of their trip from end to end including the booking of restaurants, itinerary planning and wish list creation.

An added bonus of offering an omni-channel experience is that the engagement of customers is far more complete than old fashioned contact centres and this can provide further opportunities for savvy companies to product place and advertise on their websites.

Customer satisfaction remains a key focus for high performing organisations and call centres in the Philippines continue to provide the optimum medium for those companies to deliver cutting edge service.

5 Benefits of Outdoor Advertising

  • Written by: Tanya Mayer


Nowadays, most of us spend more time away from home than we do cooped up in our comfortable nest. The daily hustle and bustle, our jobs and other obligations have us hit the streets early in the morning, and come back late in the evening, and while we are outdoors, we might not even realize it but we come across thousands of advertisements every day. Advertising outdoors is effective for this reason: people spend a lot of time going about their business and therefore, these advertisements are in front of them every day. But there is even more to the benefits of outdoor advertising. Here are some of them:

Outdoor advertising is more than just billboards

While the words “outdoor advertising” might make you think of billboards first, there is actually so much more to it, which makes it a flexible option available for any business of any size. Think phone booths, shopping malls, benches, as well as different types of mobile advertising such as buses or taxis or even your own vehicle in a car wrap. It is more than obvious, thus, that it can fit anyone’s budget.

It has amazing reach

Outdoor advertising has a wide reach in more than one way. First of all, billboards and other signs might be the only way to reach some people who either don’t use technology that much or don’t have time to consume print media but might still be interested in your products or services. Therefore, it is advised that companies look beyond online advertising and also consider refreshing their business with print since it is evident how these traditional methods are still as effective as ever. On the other hand, the aforementioned mobile advertising methods are even more incredible in spreading the word about your business. Used mostly for non-location specific offers, one cleverly-placed ad on a city bus will be seen by everyone coming into contact with the route of the bus for a few weeks. It’s a great way to cover a large area.

It has a high impact

Beside high reach, outdoor advertising also has a high impact. While at home, people can just change channels on their TV or turn it off when commercials come on; but when a billboard is placed in front of them on the road, they don’t have the option to turn it off. People walking the streets are also aware of their surroundings, including the ads around them. Similarly, advertisements placed on public transport such as inside buses or metros will also see an incredible amount of attention, as large numbers of people will have nothing better to do while commuting than to look at the ads around them. In fact, research has shown several times that the majority of people prefer buses with ads to buses without advertisement.

It has a high ROI

While at first glance, this type of advertising might look very expensive compared to online advertising, when you take into account the numbers, it soon becomes clear that outdoor advertising is worth the investment. Outdoor advertising has an outstandingly high ROI – research says that for some industries such as the travel industry, the ROI for every dollar spent could be as high as $3.55! This is thanks to the low CPM (cost per thousand impressions) of outdoor advertising. This is why your best bet is always going for high-traffic areas when placing outdoor advertisements.

It reinforces brand awareness

Your goal should always be building your brand and making sure people can recognize it as soon as they see it. For that, you have to get your brand across to them several times through various media. This is why outdoor advertising works best in combination with other media. While it can serve well in itself thanks to immediately building brand awareness, using it to enhance brand awareness will engrave your message into your audience’s mind.

 

If you still don’t use outdoor advertising for your business, you are missing out on a large potential. Regardless of your budget, you can leverage some sort of outdoor advertising and reach a new level of brand awareness.

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