FarmOut Training helped hone my skills to make me an effective call center agent. They have given me the knowledge I needed and the confidence to apply them.
Now, with ePLDT Ventus, I am sure I can do my job with ease. I know I have acquired the skills needed to perform my work effectively through FOCI’s effective training. Thank you FOCI for being a great factor in my new, life-changing career. You’re the best!
Ferdz Aquino – ePLDT Ventus
From The Straits Times Sept 22, 2007 R52
Author: Nido Qubein, www.nidoqubein.com
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An effective manager frees himself from the routine parts of the job by getting others to do them.
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Key Points:
Learn to let go:
A weakness of poor manager is their inability or unwillingness to delgate tasks, responsibilites or outcomes
To be an effective leader, you need to know what you can delegate, when you can deleate it and whom you can delegate it to. The role of the manager is NOT to do it, but to GET OTHER people to do it.
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Learn to Trust:
Three simple reasons why managers don’t delegate:
a. they don’t trust their employees
b. they think they can do it faster and easier if they do it themselves
c. the lose control when they give the task or responsibility to someone else
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Here are some ways to delegate more effectively:
1. Delegate task if someone else can do it, wants to do it, needs to do t, or likes to do it.
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2. When you delegate responsibility, also delegate the authority to use the resources to get it done.
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3. Delegate the results not necessarily the methods
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4. When you delegate something, don’t take it back.
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5. Ensure the person understands what you have delegated to him and why.
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6. Set benchmarks or checkpoints and then leave them alone.
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7. Reinforce positive results and give feedback on negative resuts.
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8. Communicate clear instructions, expectations and guidelines
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9. Use delegation as a staff development tool.
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10. Resist the tendency to over-inspect
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11. Ask for regular written or verbal reports.
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12. Remember what you delegated and to whom
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13. See failure as necessary if people are willing to stretch, learn and grow.
FOCI Training Center gave me the confidence that I can be successful in my endeavors. They have turned me from a shy and quiet person into a well-rounded individual.
Now, I am applying in my current job all the knowledge I have acquired from FOCI such as speaking confidently to people and active listening. I have also learned how to be a multi-tasking person because of FOCI’s effective approach in training.
Getting into FarmOut Training Center is one of the best decisions I have ever made. Thanks FOCI!
 
 JESUS BASCAO - Neostar International Services
With FOCI Training, I was able to enhance my skills necessary to be an effective call center agent. They have the best learning tools that addressed areas of weaknesses and a great system that made us feel confident in reaching our goal of becoming a great call center agent
The people at FOCI are awesome and being under their tutelage was a very rewarding experience. It was fun and educational at the same time. It was a joy learning through their training staff.
 I am happy I chose FarmOut Central Call Center Training!
Ezalyn Caberto - SITEL
Here is the text of the ordinance that converts the 3rd floor of the Malimgas Market mall into space intended for ICT call center operators:
ORDINANCE NO. 1902-2007Â CONVERTING THE ENTIRE THIRD FLOOR SPACE OF THE NEW
 WHEREAS, the New Dagupan Malimgas Public Market located on was purposely constructed to accommodate the old market vendors who were displaced from the original facility as a result of its demolition;Â
Galvan Street
WHEREAS, consistent with this declaration and in light of the emergence and development of information technology in this city, this body, through Resolution No. 4863-2004, has expressed its intent to establish a call center in this city to address a wide range of Information Technology issues, including technical support, billing inquiries, welcome desk, consumer assistance, customer service, telemarketing, and other services; WHEREFORE, on motion of Councilor Alipio Serafin D. Fernandez, duly and jointly seconded by Councilors Jose Netu M. Tamayo,
 Section 1. The entire third floor space of the New Malimgas Public Market is hereby converted from a pay parking area to space intended for Information and Communication Technology (ICT)
 Section 2. This ordinance shall take effect after ten (10) days following its posting as provided for in Section 59 of Republic Act No. 7160 (Local Government Code). ENACTED UNANIMOUSLY.
 Here’s a new tip circulating in the emails of call center agents. This talks about handling irate callers. This is a really good tip and we can’t afford to isolate this to emails. So… here it is.
Read on and learn.
As a telephone customer service agent, you are often the first contact a customer has with a company. When you’re working with customers directly, you’ll eventually have to help customers who are irate. During these conversations, it’s important to focus on your job and solving the problem at hand. You’re being paid to assist customers – the good and the bad. Take a deep breath and follow these tips to successfully handle angry callers.
Don’t Personalize
Regardless of the negative attitudes or unpleasant tones of angry callers, it is essential that you, the customer service representative, do not get emotional, too. The first key to successfully handling these calls is to remember not to personalize anything these callers say to you. The easiest way to do this is to remember not to react to anything angry callers say. Instead, take a moment to hear what they’re saying and offer a response that will help calm them rather than incite them. Using phrases like, “I hear what you’re saying,” or “I understand,” can help calm angry callers.
Listen and Be Patient
Don’t interrupt angry callers. Be patient and let them finish speaking. Sometimes they just need to vent their frustrations then they can relax a bit and work with you as you try to resolve their problem. Sometimes they aren’t interested in getting help at all. Instead, they may simply want to voice their anger and complaint. If the customer knows you’re listening and want to help them, there is a strong likelihood they’ll calm down.
Empathize
Put yourself in your customers’ shoes. An angry customer has a problem, and they need you, the customer service agent, to help them fix it. How would you feel if you were in the same situation? What would you want a customer service agent to say to you in a similar situation to make you feel better? Those are the same words any angry caller wants to hear. They want to know you understand, and they want reassurance that you can help them.
Apologize
A critical component to successfully handling angry callers is to apologize to them. Even if you know the customer is wrong, take a moment to apologize for the inconvenience the confusion caused. Many angry callers simply want acknowledgment from the company that a mistake was made. For other callers, an apology is the first step to overcoming their anger and opening a dialogue about resolving the problem.
Offer Solutions
As the customer service representative, it is your responsibility to resolve customers’ problems. Once you’ve identified the problem, you need to take responsibility for finding a solution that not only follows company policies but also satisfies the customer. If you aren’t able to resolve the customer’s problem immediately, offer reassurance that the problem is being worked on and will be resolved for the customer. Provide details about the next steps you or the company will take to resolve the problem and ensure the customer leaves with realistic expectations at the end of the call.
Bring Closure
Your goal is to bring closure to every call whether that means a completed sale, a change of address or resolution to a problem from an angry caller. By working with this goal in mind each time you answer the phone, you’ll be setting yourself up for success, and you’ll be offering customers first-rate service.
Hope you learned something here! God bless! -Jonathan
FarmOut Central Intouch, Inc., – a Philippine contact center, recently signed a Memorandum of Agreement with the Rural Bank of Mangaldan for the purpose of providing loans to deserving call center aspirants who are currently financially incapable of funding their own training. With the help of the bank, future trainees can now worry less about money matters whenever they would want to enroll in FOCIs call center training program.
The mechanics of the program is very simple: an applicant would need to go to FOCI and state his desire to work as a contact center agent. He would then be required to take an evaluation test to assess his/her qualification in working for a call center. Once the test results are received by the assessor, the applicant wil be oriented regarding any need for training to further hone his/her skills. Scholarships will be offered but, if the applicant does not qualify or over-qualifies for any reason, the Financing Program of the bank will then be provided next. After orientation, the applicant shall then be endorsed to the main office of the Rural Bank of Mangaldan where terms of the subsidy shall be explained further. It’s that easy.
With this program of FOCI, more and more people from our locality can now avail of call center training and may have the opportunity of greater earning for a more prosperous life. All this in the pursuit of raising the standard of living of our countrymen.
Pictures below show the signing of the MOA.
