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18 May

Call center duties and responsibilities

Author: admin  //  Category: Information

While call centers actually began in the Philippines as simple providers of e-mail response and handling services, these have developed capabilities for almost all types of customer interactions, ranging from travel services, financial services, technical support, education, customer care, online business to customer support, online business to business support.

The calls handled by various Philippine call centers can be classified into inbound and outbound calls. For outbound calls, the services cover telemarketing, advisories, sales verification. credit and collection, reactivation/reinstatement of accounts, loyalty program benefits, customer services and order entry. Inbound calls cover a broad range of services, from all types of inquiries, technical help, transcription, complaints, customer service, support, sales, marketing, and billing.

Call center agents are typically assigned in graveyard shifts, interacting with customers from all over the world, mostly from the United States and must adhere to strict performance metrics.

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