Call Center Solutions: The Truth About Call Center Software

The internet contains vast information about call center solutions. Almost certainly, websites of developers will come up on the first page of your searches, each showcasing how their software for call center can increase the productivity of your customer service operations. While it is true that a call center software can automate a lot of your customer service operations such as: recording conversations between agents and customers, track the call handling time, and present options to your caller so that they are directed to the right person who can best help them resolve their issue, call center solutions also present some challenges you may have to consider before purchasing one.

How Do Call Center Solutions Help You?

Better Efficiency

Different call center software offers automated menu to help customers get into the right department. This is commonly called Automated Call Distribution or call routing software. Such call center solutions intelligently route calls based on the caller’s identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script, to the best agent who can best answer his or her concern. These IVR solutions cut your operation cost by reducing the number of employees you will need to answer the phones. You will have more agents spending more time resolving customer issues or processing orders.

Effective Call Center Agent Training

Through Call Recording Software, each received calls are recorded and stored for references including the amount of time an agent spends to handle a call. By being able to retrieve and review calls, management and trainers can easily evaluate and formulate some kind of solution or formula to improve the performance of their agents.

Efficient Employee Scheduling

Call center scheduling software or workforce management software produces forecasted call volumes by analyzing historical data and real time ACD gathered. Therefore, it makes it easy for the management to decide how many agents should be available at certain time of the day, thus, maximizing the time of every employee and helps to decide whether there’s a need to hire new employees.

Better Customer Service

One call center solution can also tell callers the estimated time they may have to wait until the next agent becomes available. This program feature provides better experience with customers by reducing their frustration from having to waste their time. Being advised about the wait time, they can decide if they would rather call at any other time or wait on queue. Other contact center software also provides data about the average amount of time a caller hangs up while waiting on hold. This information helps to decide of more agents will be needed to address more customer concerns.

By integrating call data and customer service allows businesses to improve customer satisfaction. A particular research found that 69% of large businesses consider customer service to be critical for generating revenue.

Pitfalls That May Come With Call Center Solutions

Compatibility Issues

As with any other programs, call center software has to be compatible with your operating system. Otherwise, it may not function properly as expected, or may not work at all. Be sure to always check the system requirements.

Customer Dissatisfaction

You will encounter customers who will complain about everything being automated and they may not appreciate such impersonal treatment. This may lead to an increase on your abandoned call rate. But considering how almost all businesses are adopting into this technology for obvious reasons, more and more consumers are beginning to adapt to this system as well.

Budget Consideration

Call center software is purchased on a per license basis that ranges from $800 to $1,500 per agent. But if you have a lot agents, you may opt to go for group or volume purchase to avail a good discount. And then add the following costs:

The probability of additional technical support costs

While you consider your budget and the cost of the software, don’t forget to add technical support cost. While most software developer companies offer free technical support, you could be in for a frustrating situation looking for assistance to help you with your issue. Your customers can’t wait to have your system up and running or you lose them. Some developers offer their technical support for a cost, and therefore, they are easier to access. Another option is for you to get a third party to help you with the program, and of course, it comes with a cost.

Training and Implementation Costs

Your production will be affected as you have your agents trained for your new software. Therefore, you will have to consider the cost of training and implementation.

Call Center Outsourcing – How to Find the Best BPO

Outsourcing your call center could be the best decision you can make to free up your time and allow you to focus on your core business. Due to its vast experience, call centers have gained expertise in specific industries such as telecommunications, technical support, financial, and retail, which made them industry experts and provided added value. Modern call centers are using innovative technology such as cloud-based solution that enhances their ability to provide speedy and high level customer service.

Outsourced call centers also provide access to multitude of experienced people and resources and capable of ramping up quickly to handle immediate needs if ever a large volume of calls will come unexpectedly to meet the market demands.

A lot could be said about the benefits of call center outsourcing, and once you decide to outsource, the next important decision you need to make is to find the best BPO who knows how to avoid common pitfalls and has enough experience to entrust your customers.

To get an informed decision, prepare some questions ahead before meeting your prospective partner. And to guide you, following are the questions you can refer to as you prepare your own.

• How would you manage the transition of my business?
• What specialized service do you have that sets you apart from your competitors?
• I have invested a lot of time and effort building my brand and reputation, if I hand over my customers to you, how will you demonstrate your commitment to my brand and company?
• How would you adhere to my company’s values, maintaining high level of quality and customer service?
• How do you train your agents for specific products? And do you have accent training if you use offshore agents?
• What specific metrics do you commonly use to gauge success and how do I get updates with regard to your performance?
• How do you keep confidential data secured?
• Do you have any emergency plans to ensure business continuity? What is your disaster recovery plan? Do you have a workable system in place to ensure minimal, if not uninterrupted business operation in cases of disruptive events?
• How do you comply with certain regulations and laws?
• If I decide to end our contract because I am not satisfied with the service, what exit strategies or plans do you have in place?

The success of most outsourced call center relationships are based on good communication. Both parties should work together to ensure that your goals are met. Communicating each of your expectations will not only benefit both your companies, but will lead to better customer service and satisfied customers. And as you move forward, it’s a good practice to recognize that your BPO provider, together with their agents deserve the same level of attention or recognition that you would provide your employees if they perform the same.

Call Center Terminology from H-Z

Note: Please refer to call center terminology from A-G if you are looking for a term that begins with those letters.

Hunt Group is a call center terminology which is basically a directory of destination numbers.

Inbound campaign is devoted to answering calls coming in

Interactive Voice Response or IVR is a sound recording to let the caller to verbally give out some information to the system. This is usually used to gather what service or support the caller is calling about.

Location- based routing are the rules programmed to route the call to different destinations depending on the location of the caller

Monitoring is also called service observation that refers to the practice of listening to telephone calls received by an agent to evaluate the quality of how the call was handled. This may be done in silent, announced, remote, side-by-side, or recorded for later review.

Outbound campaign is composed of representatives making an outside calls. Call centers usually bring inbound and outbound activities to maximize the use of available agents.

Private Exchange Branch or PBX is a general term which refers to manually operated switching equipment as against computer operated switching that provides telephone communications between internal stations and external networks.

Quality Assurance or QA is a call center language that refers to the internal assessment of the quality of calls received and delivered by agents. Assessment is based on scoring forms.

Queue is the implementation of an inbound campaign. The queue receives calls and route them to available representatives according to first in first out order. In call center terminology, this process is often called ACD or Automated Call Distribution.

Recorded Announcement or RAN is an option that plays a recorded announcement for callers waiting on queue. An example will be “Your call is important to us. Please remain on the line and your call will be answered by the next available agent”

Screen pop is a function of CTI that automatically display the caller’s account to the agent’s computer screen. This function of CTI also permits the transfer of data screen to another agent when a call is transferred

Skills Based Routing or SBR is a method of routing calls wherein the call is routed to the best agent who will be able to meet the caller’s needs as defined by competency, rather than simply routing the call to the next available agent.

Switch is another term for PBX. See PBX for definition.

Talk Time is the elapsed time from the moment an agent answers a call until it was disconnected from the agent.

Time and Date-based routing are also rules programmed to route the call to different destinations depending on the time or date of the call

Translation is the automatic routing of inbound calls from one telephone number to another

Turnover is call center dictionary that refers to staff leaving the company to work somewhere else.

VRU stands for Voice Response Unit. See IVR for definition.

Workforce Management or WFM is the science of having the right number of agents at the right time to answer the forecasted volume of incoming calls cognizant to the service level set by the call center.

Wrap Time Work or After Call Work (ACW) refers to the task involve following an inbound call. If work must be completed before an agent handles the next call, then it is factored into average handle time or AHT. The work may involve keying activity codes, updating database, filling out forms, or placing an outbound call.

Call Center Terminology from A-G

We have previously talked about setting up a call center that started from the overview, and went on to the simple steps.

To help you understand and build your call center, let us focus first on call center terminology that you will encounter as you go along with your business

Abandoned call refers to a call where a caller hanged up before it was answered by a representative or even before it was routed

Auto Attendant is a directory of extension numbers which can be chosen by a caller

Automatic Call Distributor or ACD route calls to a representative who became available first. ACD is usually a component of a PBX switch

Average Handle Time or AHT is the amount of time when a representative is engaged on a call which also includes the after call waiting time. AHT is the sum of talk time and wrap up time

Average speed of answer or ASA is a call center language that refers to measurement from the time the call begins, including the time that it is queued, and ends as soon as a representative answers the call

Blockage refers to a state when all trucks are occupied with calls which also includes a certain trunk that may be artificially blocked by a system

Call Whisper is a message played to an agent immediately before a call comes in to to give the representative a short background about the call coming in. This is usually based on the caller ID, number dialed or route taken through the system. Oftentimes, a call whisper is just a name of the caller’s location

Campaign is a set of calls that belong to the same scope. An example will be: your customer representative as against your technical support. Both of which are of different campaigns but does not necessarily be staffed by completely different representatives. In other words, a representative may hold two campaigns depending on her skills.

Computer Telephony Integration or CTI is the process of linking the ACD system to the computer that houses the company’s database.

Customer Relationship Management or CRM is often referred to a call center application that manages customer relationship by identifying the needs of customers, improving customer interactions, and sales approaches. All being automated to provide the most efficient service to the customer

Customer satisfaction or CSAT is a language in the call center which refers to a method of engaging the customer with a survey to measure their satisfaction with the service or product of the company

Fax to Email is contact center terminology which refers to an automated device that routes incoming fax calls to an email address which usually comes as an attachment.

First Call Resolution or FCR is a term used to measure the ability of the agent to resolve the caller’s issue on the first contact

Grade of service or GOS is a term used to measure 

6 Steps to Set Up A Call Center for Small Business

1.  Check your local telecommunications authority.

Depending on your location, most governments require a license from telecommunications authorities before you can set up a call center. You don’t want to encounter any issues with any government agencies after your investment. Check it out first.

2.  Go to any telecommunications provider and ask for two things

• A toll-free number with a multi channel interface (ISDN)

Go to any telecommunication provider in your area and ask for a toll-free number and a telephone connection that’s capable of receiving multiple calls simultaneously.  This is normally an ISDN PRI.

• Apply for a broadband with SDSL connection

SDSL is an acronym for Symmetric Digital Subscriber Line. Unlike standard ADSL broadband, upload and download speeds are the same with SDSL, A bandwidth of 512 kb is capable of receiving 6-8 calls simultaneously with acceptable audio quality.

You can also choose to apply for a leased line. But SDSL is much cheaper than leasing a line. You simply need to pay a flat monthly subscription with no additional charges.

3.  Get hold of an IP PABX

IP PABX stands for Internet Protocol Private Automatic Branch Exchange. In simple terms, it is an office’s own full IP telecom system that reduces the cost of office communications. IP PABX allows different offices to share a common phone line, thus reduces the number of direct lines which would otherwise be installed per office.

While the configuration of your IP PABX will be provided by your vendor, you might need to hire a permanent person to take care of this device and its configuration.

4.  Purchase IP Phones and lots of Ethernet cables

How you connect your computer to a hub is the same as how you would plug in the IP phones to the IP PABX.

5.  Have your support number routed to your IP Gateway

IP PABX would normally provide you with the facility to connect directly to ISDN PR to start receiving calls. If not, your best option is to get a VoIP for consumers.

Don’t be overwhelmed by the term. With the adoption of VoIP by consumers (which is ideal for small call centers), consumer VoiP PBX have appeared with PBX functions becoming just a simple software feature of a consumer-grade routers and switches.

6.  Install the necessary call center software

You will need to install an application to your agent’s computer that should provide real time information on the current status of a customer, and any other business policies involving such status. 

Check out for a call center management software that doesn’t just provide the ability to control and handle daily customer-related business tasks, but also features instant routing of privileged customers to the best agents, reduces holding times for customers, and offer more efficient scheduling of employees and detailed reporting.

There are also management contact software that will coordinate and manage the interactions between your company and your customers.

Customer satisfaction and the overall business can be greatly influenced by the use of the right software for call centers. You will have a satisfied customer if you can reduce the wait time and connect them immediately with the concerned department. This helps improve customer perception. Customer expectations are high and given the advancements in technology that has made everything fast paced and they expect businesses to be on its toes ready to resolve their issues and with the information they want. To keep up with such demands the best you can do is to set up with the reliable call center system.

Investing in the right online contact management software can reduce costs effectively. The better your business handles calls, the better you earn. Efficiency is the key to a successful call center business.

Setting up a Call Center for Small Business: An Overview

An Overview

Whether you are setting up a call center at home or anywhere, staffed with 5 or 50 people, the whole basic process is the same.

Let me start off by giving you an overview of a call center

A call center is set up to administer product support or information queries from costumers.

There are two types of call centers: Inbound or outbound.

Inbound calls are made to acquire information, report a technical issue to ask for help, or to update any information in relation to one’s account.

Outbound calls are made by agents to customers, usually for sales purposes and debt collections.

Voice is a term used for phone support. While non- voice refers to handling of letters, faxes, live chat, and email, both of which is in one location known as contact center.

A call center is operated in an open workspace with work stations that include:  a computer for each agent, and a telephone or headset connected to a telecom switch. It can be operated independently or linked to a corporate computer network.

A contact center is the central point of any organization where valuable information are gathered and routed to appropriate people. It has become a part or company’s customer relationship management (CRM).

How does a call center work?

As a business owner, you start off by providing one contact number for your customers. That phone number is called UAN (Universal Access Number), which can be dialed to connect to a destination from almost anywhere, around the world.

When a customer dials that phone number, the call is redirected to any of the call center agents available to take in the call. This is done with a technology called ACDS (Automated Call Distribution System) that comes with a call center software to route those calls.

If no agent is available, then the call is put on queue.

As soon as an agent becomes available, the call is connected to her.

One look and you would find how easy it is to set up a call center. Just get an ISDN connection, hire call center agents and you’ll have a call center running in no time.

By the way, ISDN is an acronym for Integrated Services Digital Network which integrates speech and data at the same time. This phone system works for businesses where each customer has their personal information stored in the organization’s database.

There are Three Types of Access Interfaces to the ISDN

• Basic Rate Interface (BRI), which is normally used for small call centers as it provides two channels only: one for telephone call and one for data.
• Primary Rate Interface (PRI), which is best used by corporations as it is capable of providing up to 30 channels. PRI connection can receive 30 calls simultaneously over the same line.
• Another version of ISDN is Broadband ISDN, which uses broadband transmission that can transfer more data as compared to BRI and PRI.

Having discussed an overview of a how a call center works, let’s move on now with the  6 Steps in Setting Up a Call Center for Small Business

Orchid Cybertech Services Inc.

Orchid Cybertech Services Inc., is a subsidiary of TPG Telecom Limited (ASX: TPM), an innovative market leader in the Australian telecommunications industry. With sustained growth the company has become a dynamic and integrated force providing innovative voice, internet and data solutions through one of the largest networks in Australia. Their own network infrastructure has significant investment being built from a broadcast television base, and today includes fixed line, fibre and wireless services connecting voice customers.

You may visit their website at http://www.tpg.com.au

Job Openings at Orchid Cybertech Services, Inc. 

Technical Support Representative

Technical Support Team Leader

Sales Representative

Customer Service Team Leader

PHP Developer

Cisco Certified Help Desk Agent

Quality Specialist

Payroll Processor

Orchid Cybertech Services Address

15F Robinsons Equitable Tower Ortigas Center Pasig City

Day Shift Call Center Jobs in The Philippines

I’ve had my time working on graveyard shift. In the Philippines, most of the call center jobs are on night shift since most of the programs which are outsourced here are based in the united States.

While I was earning a lot working at night, I came to a point where I realized, it wasn’t worth it anymore.

Let me share with you the pros and cons I considered, which led me to hunt for a day shift call center job.

Advantages of Being on a Graveyard Shift

• Higher basic pay
• Additional 20-30% night differential pay
• No traffic

Disadvantages of Being on a Graveyard Shift

• Less sleep. It is very seldom that I get to sleep for at least 6 hours.
• My social life has become a thing of the past. My family life is also sacrificed since normal people are awake while I was asleep and vice versa. Or, even if I am awake most of the time, I just can’t find the strength to have fun with them due to lack of sleep.
• Risky. Everytime I walk out of our house at night, I am always at risk of being held up, harassed, raped, or even killed, if you come to think about it. Most road accidents happen at night.   
• Higher transportation expenses. Most of the time, taxi is the only available means of transportation.
• I never enjoyed my rest days because everyone is either in school or at work.
• I can’t plan on anything because my schedule was always unpredictable.

To sum it up, I felt more like a robot. I had no life. I had more money, sure. But it doesn’t serve its purpose anymore.

So here I am now, talking all day long with Kiwis (New Zealanders). My shift usually starts at 6 AM. By 3 PM, no one is on the floor anymore. No work on Christmas, New years, Holy Weeks and Sundays. I am now thinking of enrolling to that photography course that I have always dreamed of. I have more time with my family because we end the day at the same time. I earn less, but I have a life now.

To those who are looking for day shift call center job, look for call centers with Australian or Asia Pacific accounts. Even if it’s a technical support job that requires 24 hour shift rotation, believe that most of the time, you will be on a dayshift. Australia is only 3 hours advance to Manila time. Peak hours are during the day, for the obvious reason that they are awake when we are, and asleep at the same time that we should.

And just to make it easier for your day shift call center job hunt, check out these call centers:

·         24/7 Customer Care – Australian account

·         Orchids Cybertech – Australian account

·         Teleperformance – Australian account

·         Transcom – Australian account

·         Acquire Asia – Australian account

·         Sykes – Asia Pacific account

IBM Philippines – Asia Pacific account

Transcom

Transcom is a global outsourced service provider entirely focused on customers, the service they experience and the revenue they generate. Their broad service portfolio supports every stage of the customer lifecycle, from acquisition through service, retention, cross and upsell, then on through early and contingent collections to legal recovery. Through their global network, they provide service in any country where their clients have customers, accessing the most appropriate skills and deploying the best communication channels in the most cost effective locations.

What Transcom offers to their employees

Competitive salaries and benefits

Incentives linked to personal performance and the results you deliver for their clients

Regular performance reviews linked to personal development plans

Consistent training and objective coaching

Friendly and fun working environments

Job Openings at Transcom

Customer Retention

Customer Service

Technical Support

Transcom Canada Location

Barrie, Ontario

110 Dunlop Street, W.

Canada L4N 4Y4

T: 1 905 323 3939

Brockville, Ontario

100 Strowger Blvd

Canada K6V 5J9

T: 1 866 232 6834

Chatham, Ontario

745 Richmond Street

Canada N7M 5J5

T: 1 866 842 4551

Cobourg, Ontario

Northam Industrial Park Bldg #13

739 D'Arcy St. PO Box #276

Canada K9A 4K8

T: 1 800 351 5938

London, Ontario

148 Fullarton St., Suite 400

Canada N6A 5P3

T: 1866 399 1415

Montreal, Quebec

1980 Sherbrooke West, Suite 640

Canada H3H 1E8

T: 1 866 322 1788

Oromocto, New Brunswick

Oromocto Business Complex

281 Restigouche Road

Canada E2V 2H2

T: 1 866 744 0503

Owen Sound, Ontario

1600 18th Avenue East

Canada N4K 5N3

T: 1 866 787 3288

St. Catharines, Ontario

80 King Street, Suite 300

Canada L2R 7G1

T: 905 323 3939

Sault Ste. Marie, Ontario

24 Second Line Road West

Canada P6C 2H9

T: 1 800 869 5427

Toronto, Ontario

703 Evans Ave, Suite 200

Canada M9C 5E9

T: 1 877 637 2615

Transcom USA Location

Lafayette, Louisiana 1819 Moss Street

Northgate Mall

USA 70501

T: +1 877 637 2615

Niagara Falls, New York

1000 Young Street

Tonawanda, New York USA 14150

T: +1 716 743 2024

San Antonio, Texas

6660 First Park Ten, Tech Center

San Antonio, Texas

78213

T: +1 877 637 2615

Cloud 10 Corporation, A Transcom Company

6786 South Revere Parkway

Suite 100

Centennial, CO 80112

T:  + 1 303 952 3215

Transcom Philippines Address

Transcom Center Building

Las Fiestas Road,

Frontera Verde Compound,

1600 Pasig City, Metro Manila

T: +63 2 702 2400

Lopue’s South Square, Araneta St., Bgy.

Tangub, Bacolod City,

T: +63 34 444 3140

Amigo Terrace Hotel and Mall

Corner Iznart and Delgado Streets

Iloilo City

T:  +63 33 509 2061

    

Ascend Asia

Ascend is one of the fastest growing sales and marketing service providers catering to both national and international corporations, suppliers, and producers. Ascend’s leadership in the industry and strong management team, combined with its impressive track record of growing client businesses are the pillars of their operations.

 Ascend Asia's clients include telecom, healthcare, insurance and financial services, outsource providers, consulting, hospitality and communications companies, among others

 Job Openings at Ascend Asia Call Center

They are looking for people who are not satisfied with how things are. They  need people who are performers, achievers – Talented young individuals who are dynamic, flexible and willing to move forward.

 They seek learners who gather knowledge and possess a boundless curiosity. They seek leaders who take risks and people who practice optimism. Ascend Asia like people who desire a challenging career in a company that values and rewards superior performance.

Ascend Asia is currently looking for:

Call Center Representatives

QA Associates

Team Leaders

Processing Assistant

Php Programmer

 Contact Ascend Asia at

Ascend (Asia) Worldwide

Marketing Solutions Inc.

14/F Burgundy Corporate Tower

252 Sen. Gil Puyat Ave.

Makati City, Philippines 1226

Contact: 893.10.13

Fax: 403.90.66

Ascend Worldwide Group

Pacific Office

5335 S. Decatur Blvd. #A160

Las Vegas, NV 89118

Contact: 702.430.7802

East Coast Office

7th Floor, 1230 Avenue of the Americas. 7th FL. New York, NY 10020

Contact: 786.228.9050

Before proceeding to that exciting job opening at Ascend Asia, prepare yourself with the following great tips from an insider:

·         Beating Tough Questions On A Call Center Job Interview

·         Enhance Your Technical Skills to Win that Job

·         Don't Stammer, Enhance Your Communications Skills

·         Philippine Labor Code for Night Workers

·          

Alorica

Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors.  Alorica offers a wide range of call center services designed to help you create, cultivate and maintain your most precious asset—your customer relationships.

The company was founded in 1999 by Andy Lee. Since its founding, Alorica has experienced continued and progressive growth both internally and through the acquisition of other customer contact services companies throughout the U.S. and abroad. The Alorica Family of Companies now includes Ryla, PRC, and, most recently, the addition of Advanced Contact Solutions (ACS) (now named Alorica Pacific Rim, Inc.) based in the Philippines.

Call Center Jobs Available at Alorica

Alorica recognizes that their responsibility to their call center agents goes beyond the workplace. That’s why they offer a comprehensive benefits program designed to support the health, wellness and financial security of their employees, from full medical coverage to generous paid holidays and vacations. Alorica’s benefits program is a vital component of their total compensation package, providing a firm foundation for today—and ensuring their agents and their family a healthier, brighter tomorrow.

Once you get a job in Alorica, you will enjoy these great benefits, which include:

Comprehensive Health Care

Medical/Prescription Coverage

Dental Coverage

Vision Coverage

Flexible Spending Accounts

Health Care Account

Dependent Care Account

Survivor/Disability Benefits

Life Insurance

Short-term Disability

Long-Term Disability

Financial Plans

401(k) Retirement Plan

Paid Time Off

Paid Time Off, Holiday Pay

Paid Training

Additional Benefits

Tuition Reimbursement

Flexible Schedules

Sales Commissions (position specific)

Employee Recognition Programs

Employee Referral Bonus

Direct Deposit

National Discount Programs

Note: The programs listed above relate to U.S. associates only; programs outside of the U.S. may be different in scope. Your eligibility for the mentioned benefits may vary according to your employment status and/or length of service

Current Job Openings at Alorica

Alorica is currently seeking bright, motivated individuals to join their team of call center agents. Qualified candidates have exceptional communication skills, a fierce drive to succeed, and a genuine passion for helping people.

To learn about current career opportunities at Alorica, please visit them at:

Alorica Corporate Headquarters

14726 Ramona Ave., 3rd Floor

Chino, CA 91710 U.S.A.

Phone: 909-606-3600

33rd Floor Wynsum Corporate Plaza

Emerald Avenue, Ortigas Center, Pasig City

(Three blocks behind SM Mega Mall B)

27th Floor IBM Plaza

Eastwood Libis, Quezon City

(beside Citibank Plaza)

Before proceeding to that exciting job opening at Alorica, prepare yourself with the following great tips from an insider:

·         Beating Tough Questions On A Call Center Job Interview

·         Enhance Your Technical Skills to Win that Job

·         Don't Stammer, Enhance Your Communications Skills

·         Philippine Labor Code for Night Workers

·         

What is a Medical Transcriptionist?

According to the American Association for Medical Transcription, a medical transcriptionist interprets oral dictation by physicians and other healthcare professionals and records the content in a written form (either print or electronic), while editing simultaneously to produce a grammatically correct document.

A Medical Transcriptionist must have:

Knowledge of medical terminology, anatomy and physiology, disease processes, signs and symptoms, medications and laboratory values

Excellent and proven skills in English usage, grammar, spelling, punctuation, style, editing and proofreading

Excellent listening and typing skills

Knowledge of medical transcription guidelines and practices

Ability to operate word processing equipment, dictation and transcription equipment and relevant computer software

Ability to understand and apply relevant legal concepts

While most of the above can be learned from training program or course, there are other attributes that an ideal MT should possess, such as the ability to work under pressure and meet deadlines within time constraints and the ability to sustain a high level of concentration for long periods. A good MT should also be meticulous, thorough, and trustworthy.

What is Medical Transcription?

Medical transcription is the process of transcribing reports dictated by physicians to create health records. These reports include patient histories, physical examination findings, consultation notes, operative reports, diagnostic results, discharge summaries and progress reports, among others.

Source: Paramedix

Paramedix

Paramedix is one of the leading Medical Transcription business process outsourcing (BPO) service providers in the Philippines, offering unique solutions to medical business needs in the US and UK. They deliver accurate and timely medical transcription at the most competitive rates with the assurance that the highest security and quality standards are applied to each transaction. Paramedix provides a range of turn-around-times to suit your individual needs, all with a rigorous ISO compliant quality management system and six sigma quality methodology as standard to ensure that every commitment is met. Clients use the user-friendly system and HIPAA compliant workflow solution designed and developed by Paramedix to ensure an uninterrupted and secure service. All their medical allied staff are highly qualified, having undergone an extensive four months in-house training program before commencing transcription work using the latest US training techniques.

Paramedix Medical Transcription Job Offer

Paramedix is continuously recruiting for people to join their growing organization. If you would be interested to learn more about a career please free to contact their Human Resources department through email at careers@paramedix.biz.

Currently, Paramedix has the following available career openings:

•  Medical Transcriptions

•  Team Leaders

If you are interested, contact Paramedix at:

PARAMEDIX, INC.

Rosario Arcade,

LimKetKai Center,

Cagayan de Oro City,

Philippines

Telephone Nos.

US Tel: (+1) 310 601 8402

UK Tel: (+44) 121 288 3550

Phils Tel: (+63) 88 856 2241

TRG The Resource Group

TRG offers onshore, offshore, near-shore, and blended solutions. Their experts create brand-centric programs that can change the way their client’s customers think about and act toward their client’s product or service. TRG analytics and reporting services helps their clients achieve their business goals and drive continued success. Their commitment to partnership with their clients makes them more than an outsourced operational services provider. TRG Customer Solutions can serve as a strategic extension of one’s organization by offering effective ideas that supplement their clients’ in-house expertise.

TRG is a full-service provider of customer relationship management (CRM) business process outsourcing (BPO) services, including customer support and acquisition, market research, and back office services. Their clients depend on them for:

Industry-leading technologies and data security

Global delivery alternatives and “best shore” solutions

Custom solutions designed to meet unique requirements

Dedicated teams who are experienced in exceeding client expectations

Process oriented culture

Highest-quality personnel and locations

Call Center Jobs at TRG

TRG Philippines is hiring hundreds of call center professionals for their new and growing campaigns. Their employees enjoy an excellent compensation package with benefits, healthy working relationships, opportunities for advancement, personal development, and an exciting work environment. Take the next step of their career now! Check the call center job opportunities below for more information.

Customer Service Representatives

Inbound Sales Agents

Travel Sales Specialists

Outbound Sales Agents

Inbound Team Leads

Outbound Team Leads

Sales Trainers

Product Trainer for Telco

Foundation Skills Trainer

Apply Now! Send your resumes to phcareers@trgworld.com

TRG ADDRESS

Global Headquarter

1700 Pennsylvania Avenue NW

Suite 560 Washington DC 20006

+1.202.289.9898

TRG Philippines

8th Floor Hanston Building

Emerald Avenue Ortigas Center

Pasig City 1605

Related articles

• Call Centers in Ortigas Pasig City Philippines (callcentersphil.blogspot.com)

Aditya Birla Minacs

Aditya Birla Minacs has partnered with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sectors. This business solutions company leverages in its years of process, domain and technology expertise to deliver superior business value to clients with their seamless Customer Lifecycle, Marketing, Finance and Accounting, Procurement and IT solutions and services.

Aditya Birla Minacs is powered by thousands of experts across 3 continents and 35 centers spanning over Canada, Germany, Hungary, India, Jamaica, Philippines, the UK and USA.

Aditya Birla Minacs Solutions

                Their solutions optimize complex and global sourcing, manufacturing, marketing, sales, service and warranty operations. In addition, Aditya Birla Minacs manages their client’s supporting enterprise functions like finance and accounting, procurement and IT. Their current clients are in the following industries:

                Automotive

                Consumer packaged goods and retail

                Pharmaceutical

Aditya Birla Minacs Benefits for Their Employees

If you become part of Aditya Birla Minacs, you will be part of a 16,000 strong force spread across 3 continents, in 8 countries and 32 global delivery centers. As a growing organization, Minacs is a great place to hone your skills, learn new things and gain valuable experience on the job, on the way to building yourself a dynamic, vibrant career. They offer education programs, Health Insurance or Medical Benefits, Chairman’s Awards, Management Incentives Program, Talent Management Framework, Employee BBQ and other events, Retirement Benefits, and Minacs Institute of Leadership Excellence.

If you are looking for a career at Aditya Birla Minacs, check on this great tips from an insider:

• Beating Tough Call Center Interview Questions
• Enhance Your Communication Skills
• Enhance Your Computer Skills for Technical Support Job
• Philippine Labor Code For Night Workers

Aditya Birla Minacs Philippines Inc.

Address: 10/F Eastwood 1800 Bldg.

(infront of McDonald's Eastwood)

Libis, Quezon City - 1110

Contact: Mike Dijamco

They encourage walk-in applicants for faster processing

Recruitment Hours: Mondays – Fridays (1pm – 7pm)

Please bring 1 updated resume, a valid ID, and a pen

Related articles

• Call Centers in Eastwood City Libis, Quezon City, Philippines (callcentersphil.blogspot.com)
• Aditya Birla considers Mt Gordon restart (news.theage.com.au)

Startek Business Process Outsourcing

Startek has been in the BPO industry for 20 years. They offer a variety of customer management solutions providing front- to back-office capabilities utilizing their own delivery platform. StarTek includes onshore, near shore, offshore, and StarTek@Home outsourcing alternatives. Their solution configuration is aligned with their clients’ unique requirements. The claimed to deliver best-in-class expertise in the wireless, landline, cable/satellite, technology, and retail industries. Startek is flexible in designing solutions around their clients’ strategic goals. They also provide experienced management teams that bring together a well-trained, highly productive workforce, equipped with the right tools and technology.

StarTek was founded in 1987 as StarPak, a small product packaging and fulfillment company. Due to its success,they opened their first call center in Greeley and expanded their service offerings to include customer interaction management. StarTek now has over 20 call centers in North America, offering business process outsourcing (BPO) and other services such as customer care, technical and product support, and customer loyalty solutions in dynamic industries such as wireless, landline, cable/satellite, technology, and retail. Just last year, Startek has expanded by opening a call center in Costa Rica and a second call center in the Philippines.

What Startek Has to Offer to Their Employees

Employees are critical to their success and Startek continue to  strive to make their employees feel cared for and valued through recognition programs, benefits, incentives, a fun and dynamic work environment, and more.

Startek hires bright optimistic people to help them care for customers and solve problems. At StarTek you will work with the latest technology, learn new skills and be a part of a team that enjoys working with people. They are looking for employees who have a heart for customer service, show a promise of employee contribution, and have the potential to grow with the company.

If you are looking for a career at Startek, consider reading these great tips from an insider.

•        Beating Tough Call Center Interview Questions
•        Enhance Your Communication Skills
•         Enhance Your Technical Skills for Technical Support Job
•     Philippines Labor Code For Night Workers

Startek Address in the Philippines

StarTek International Limited Makati

SM CyberOne, Bel-Air

Makati City, Ph 1209

+632.811.7827

Startek Ortigas

Eton Cyberpod, Meralco Avenue, Ortigas Center

Ortigas, Ph

+632.811.7827

Related articles

• Henry County call center closes, leaving 631 jobless (justjobs.com)

CALL CENTERS IN DAVAO CITY

Listed here are Call Centers in Davao City

ADD Group of Companies

Door 1 Abasalo Bldg., Legaspi St.,

Davao City, Philippines

(63) 82.222.4357 to 58

(63) 82.300.9135

Aegis PeopleSupport (Davao)

A-301 Plaza de Luisa,

140 Ramon Magsaysay Ave.

Davao City Philippines

Bonusfon (Davao)

152 Nolasco Bldg., Bonifacio St.,

Davao City, Mindanao, 00063/8000

Philippines

Phone: 1-866-2630-701

Fax: 63-82-2225408

Bottomline Interactive Multimedia Speech Laboratory (Davao)

732 Bassmayor Road,

Daliao, Toril 8025

Davao City

Philippines

Phone +63 082-291-3789

Buzzfon (Davao)

152 Nolasco Bldg., Bonifacio St.,

Davao City, Mindanao, 00063/8000 Philippines

Phone : 63-82-225-5315

Mobile : 63-920-257-0992

Concentrix Davao

Damosa IT Park JP Laurel Avenue

Lanang, Davao City

Philippines

Fil-Can Communications Davao

Davao City, Mindanao

Philippines, 8000

Telephone:

Toll Free USA & Canada: + 1 (888) 537-9540

International: + 1 (949)-202-5359

UK (London): + 02079932357

Fax: + 1 (501) 642-1473

JMC WorldLink Davao

JMC Worldlink Corporation

#40 Quimpo Blvd., Ecoland

Davao City , Philippines 8000

Tel nos. (082) 303-1550, (082) 299-3601

Link2Support, Inc. Davao

Damosa Bldg. mamay Road

Lanang Davao City

Philippines

Network Bridging Services Davao

2/F, AMS Building, Torres St.,

Davao City

Philippines 8000

Next BPO Davao

2/F Fred-Ric Bldg.

McArthur Highway

Matina Davao

Philippines

Outsourceit2Philippines.com Davao

2nd Floor, Annex 2 - Technotrade Bldg.,

R. Castillo, Davao City, 8000

Philippines

Semprela Davao

#21 JH Bldg., Door 6

Generoso St., Obrero Davao

Philippines

Sutherland Global Services Davao

Building B, Luisa Complex, Jacinto Extension

Davao City, Philippines

Trends & Technologies Davao

Door III, 2/F Building I ATU Plaza

Governor Duterte Street

8000 Davao City

Philippines

Tricom Systems Davao

G/F LKT Building, R. Castillo St.,

Agdao, Davao City

Philippines

TryBPO Outsourcing Solutions Davao

3/F Sto. Niño Bldg., Km. 7 McArthur Highway
Bangkal, Davao City 8000, Philippines

Call Center Interview Questions

Tell Me About Yourself

At this stage in my career, I would say that the no. 1 call center interview question that rarely miss an interview is to say something about yourself.  Simple as it is, but I would caution you to take time to think about the answer to this Interview Question as this will set the tone for the rest of the interview.

So how would you respond?

The interviewer is not interested to know about your family details or personal background. That you have to realize.  What he is interested in are your achievements and the milestones in your career.  Period.

You cannot go wrong with this call center interview question, and here's how you should prepare.

Focus. Think about your strength and how it could be important to the call center position (experiences, traits, skills, etc).  What would you want  the interviewer to know about you. List them down. Yes, list them down. It will help your mind to remember your best answers.

Prepare a script. You can start by talking about your past experiences that brought success even to the most menial task

" I have been in the call center industry for the past two years.  My most recent experience was to handle incoming calls for technical support in the Internet service industry.  I have enjoyed the job and the challenges that goes with it because of the opportunity to connect with people. I have performed significantly well which has resulted to good customer satisfaction rate."

Next, talk about your strengths and abilities:

" My real strength is  my relentless need to satisfy any standard  set.  I pride myself on my reputation for being there, when and where I am expected to be."

End your response with the statement about your current situation:

"I am now looking for a company that values people: their employees, their clients, and their client's customers. A call center where I can join a strong team."

Practice. Your script should keep you in track, but don't memorize it. You should sound natural and conversational.

This is just one among the list of Call Center Interview Questions that I believe you should be prepared for. Check out How To Beat Tough Questions On a Call Center Job Interview to learn more. Cheers!

Related articles

• Why Can't I Stay Long in One Call Center? (callcentersphil.blogspot.com)