Filipino call center agents must improve their sales techniques to compete more strongly with outsourcing giant India, according to an industry observer.
India’s “classic” outsourcing model derives its strength from outbound sales, said Catriona Wallace, managing director for Callcentres.net.
The Sydney-based online publishing firm recently came out with industry forecasts for the Asia Pacific region. Its study covered nearly 2,500 companies with call center operations across Singapore, China, India, Malaysia, Thailand and the Philippines.
Wallace, however, acknowledged that the Philippines’ strength lies in customer support, which makes up the bulk of the contact center industry in the country.
Results of the said study showed that call centers are now in a period of transition from providing traditional services and support to revenue-generation.
Among Southeast Asian countries, the Philippines is leading the way in this transition from the initial model of call centers as cost center.
The study shows that 65 percent of contact centers recognize the opportunity to “up-sell” or “cross-sell” during a typical call, meaning more opportunities to generate revenue
According to the study, about 70 percent of contact centers in the Philippines are already measured as profit centers. In contrast, only about 32 percent of contact centers in Singapore are profit centers.
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India’s “classic” outsourcing model derives its strength from outbound sales, said Catriona Wallace, managing director for Callcentres.net.
The Sydney-based online publishing firm recently came out with industry forecasts for the Asia Pacific region. Its study covered nearly 2,500 companies with call center operations across Singapore, China, India, Malaysia, Thailand and the Philippines.
Wallace, however, acknowledged that the Philippines’ strength lies in customer support, which makes up the bulk of the contact center industry in the country.
Results of the said study showed that call centers are now in a period of transition from providing traditional services and support to revenue-generation.
Among Southeast Asian countries, the Philippines is leading the way in this transition from the initial model of call centers as cost center.
The study shows that 65 percent of contact centers recognize the opportunity to “up-sell” or “cross-sell” during a typical call, meaning more opportunities to generate revenue
According to the study, about 70 percent of contact centers in the Philippines are already measured as profit centers. In contrast, only about 32 percent of contact centers in Singapore are profit centers.
Read More Article...
1 comment:
This is a training issue, not a "being Filipino" issue. Send the script or instructions and the upsells will come.
http://www.pioutsource.com
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