Author: FarmOut Central

This article by Rebecca Morgan appeared in the CATS Recruit section of The Sunday Times (Singapore) where she poses the new perspective of looking at call center agents as “Directors of First Impression”.

Truly, call center agents that answer the phone for and in behalf of our clients really ‘direct’ and impact the first impressions the callers have about the principal’s company. How well we do or don’t directly affects the perception.

Here are some things we can do to put our best voice forward:

• 1. Remember you are the voice of your organization.
• 2. Answer the phone every time with focus.
• 3. Ensure your voice is upbeat and friendly.
• 4. Enunciate your words.
• 5. Respond pleasantly but briefly
• 6. Use hold and mute only where appropriate.
• 7. Dont make the caller repeat his story.
• 8. Stay on the line when transferring a call.
• 9. Repeat the caller’s name while taking a message
• 10. End the call politely and professionally.

The Straights Times (Singapore, Jan 18, 2008, page 21) featured a favorable writeup about Indian companies relocating or expanding their operations to the Philippines.

“Indian call centre managers have long known that customers in the United States prefer the lifting tones of a filipino speaking English at the end of the line, to the accent of an Indian”.

Also According to Mr Fushkar Misra, who heads the Philippine Contact Center of Bangalore-based HTMT Global Solutions : “There is also that strong cultural affinity that Filipinos have with the US”.

Way to go!

Photo Shows Mr Mark Viegelmann delivering a keynote speech that was inspirational!

The rest of the fun photos are here.

Farmout is going to send staff to attend one of the training from the European IT Service Center Foundation, Inc. (EITSC) Training Programs for January 2008 as follows:
Effective Business Writing and Correspondence
January 11, 2008 (Friday), 9:00 AM - 5:00 PM
Registration Fee: PhP 6,000/pax
Early Bird Rate (by December 21, 2007): PhP 5,400/pax only!
Job Analysis Using DACUM Approach
January 15-18, 2008 (Tuesday - Friday), 9:00 AM - 5:00 PM
Registration Fee: PhP 10,400/pax
Early Bird Rate (by January 4, 2008): PhP 9,360/pax only!
Fundamentals of E-Commerce
January 22-23, 2008 (Tuesday - Wednesday), 9:00 AM - 5:00 PM
Registration Fee: PhP 8,000/pax
Early Bird Rate (by January 11, 2008): PhP 7,200/pax only!
English Proficiency in the Workplace
January 24-25, 2008 (Thursday - Friday), 9:00 AM - 5:00 PM
Registration Fee: PhP 5,200/pax
Early Bird Rate (by January 16, 2008): PhP 4,680/pax only!
Managing Teams - Specialized Leadership Development for IT/BPO Companies
January 28-29, 2008 (Monday - Tuesday), 9:00 AM - 5:00 PM
Registration Fee: PhP 12,000/pax
Early Bird Rate (by January 18, 2008): PhP 10,800/pax only!
Creating Websites Using Flash Macromedia with PHP/MYSQL
January 30 - February 1, 2008 (Wednesday - Friday), 9:00 AM - 5:00 PM
Registration Fee: PhP 8,000
Early Bird Rate (by January 18, 2008): PhP 7,200/pax only!
 

Interested Parties may contact:
Cristine Charisse Fernando
Marketing Officer
¼br> European IT Service Center (EITSC)
19/F Phil. AXA Life Centre
Sen. Gil Puyat Ave., Makati City
Tel. No. (+632) 845-1324 / 759-2246
Fax (+632) 759-2247
Email: fernando@eitsc.com
Web: www.eitsc.com