July 13, 2017

Latest News About The BPO Industry – Is AI To Blame For Low BPO Investments In 2017?, The Data Privacy Act, and BPO Tax Perks

BPO Investments for the First Half of 2017 Down 35% There is a decrease in the number of investments made in the BPO industry in the Philippines. During the first five months of 2016, it was P10.88 billion. This year, only P7.08 billion came in. It has decreased almost 1/3 or 35%. Moreover, last year, there were 103 projects approved but this year only 87 were approved. Many fear that the drop was because of AI or artificial intelligence. AI is now used worldwide in the BPO industry and the BPO companies in the Philippines are scared that it might […]
June 28, 2017

Latest News About The BPO Industry – Tax Perks Removal, Compensation Payouts, Omni-Channel Contact Centers and Embracing Automation

Philippine government plans to remove some tax perks from the BPO industry. Colliers International Group, Inc., a property management firm, stated that it will greatly affect the expansion of the industry. It will also hinder many investors as this is one of the reasons why many American BPO companies choose the Philippines. The Department of Finance (DOF) sponsored the said reform program to help the Philippines’ revenue rise. They will get rid of the 0% value added tax (VAT) that the BPO firms enjoy. If this program gets passed by the Congress and the Senate, the BPO companies will be […]
February 10, 2017

Game-Changing Web Chat Customer Service for your Consumer Electronics Business

The consumer electronics market is projected to generate $1.5 trillion in annual revenue by 2022. In such a lucrative and competitive market, brands have to fight tooth and nail to gain customer loyalty. Your brand can stand out by offering exceptional web chat customer service. Web chat is the third most popular channel among consumers in this particular sector. It has proven effective in a sector where consumers have countless questions regarding product features, delivery, and troubleshooting. Here’s how you can make web chat work for you: Be proactive – Proactive chat is a feature wherein an agent manually sends […]
November 23, 2016
customer service

How Outsourced Call Center Agents Promote Customer Centricity

Over the next few years, customer service is projected to overtake product and price as the key differentiator among businesses. But there’s more to customer service than taking calls and smiling when buyers come into the store. It has to do with creating a seamless and memorable customer experience from start to finish – and this can only be done with customer centricity in mind. Customer centricity is a business approach where you strive to create positive experiences for your customers during and after a sale. It sounds simple enough, but customer experience design isn’t always the focal point of […]