Farmout Call Center Philippines and Accredited Call Center Philippines Trainers

FarmOut Training Center has now raised the bar for call center candidate training! In its pursuit of producing high quality and exceptionally competent customer service agents, FOCI-TC is introducing a new system of skills assessment.

This new Skills Assessment Technique shall have a great way of ensuring that the people who pass our training are more than aptly qualified for call center work. This new system also guarantees that the best people get to have their right for student employment placement priority.

The new assessment method starts out with a first draft screening wherein a student gets to be evaluated on all call center skills with emphasis on listening comprehension and conversational skills. Once a student passes the call center evaluation’s first draft, he shall be given priority for endorsement into the various call center partners we have including our own FarmOut Contact Center.

If a trainee does not pass the first draft, then a thorough review and training on call center skills shall be required of him/her. After this, the trainee shall have a another chance with the second draft. Once passed, this trainee shall be included on the next option of recruitment with various BPOs. This process continues on up to a third draft. If by any chance, a trainee could not pass the last required assessment procedure, then he shall be required to undergo career counselling and see if customer service work is really his/her field. This could also give him the opportunity for other trainings that he could be cut out for such as Transcription training.

This assessment method shall ensure that the contact centers we are in partner with are only receiving the highest quality of employees that only FOCI-TC can produce. This shall guarantee a long lasting relationship with our BPO partners which means more job opportunities for our fellow Pangasinenses.

We aim to produce only the best, and give these best graduates the best option for work!

Five9.com has a new feature that was a big boon to our center. Previously, we had to asked an agent to log in to the five9 interface to be able to retrieve any new voice mail that was left by callers during our after office hours operations.

Now, five9 allows an administrator to assign an email with which the system could send out, via email, the details of the missed call, together with the voicemail, if any, as an attachment to the email.

Our agents can now access and process missed calls without having to login to the five9.com interface. Way to go five9!  Randy, now, how about the long awaited multipartitioned domain features that was promised 3 years ago?

According to research from Rostrvm Solutions, customers are beginning to demand multimedia contact but most call centers are far from ready to meet expectations.

Farmout according to the definition raised in the research study is almost ready. We have our website, email and multimedia contact solutions on hand and ready to be used for our campaigns. What we now need is to have our own “call me” button. Where under 15% of call centers have a ‘Call Me’ presence on the web site growing to less than 25% over 3 years.

As a matter of policy, Farmout does not allow Cellphones or USB type devices into our call center. This is primarily due to security concerns from our principals. Still a few agents take this policy as a restriction of their God given right to text message their friends. Maybe this article will shed light on the issue “where staff have been caught stealing customer information using mobile phones, cameras and USB drives” by  Iain Johnston, fraud specialist at JP Morgan Chase Asia Pacific:

“We have found incidences where screenshots have been taken by mobile phone or where people are writing texts at incredible speed under their desks”.He told the conference that the bank has tightened its hiring policies for call centres located in India, the Philippines, Indonesia and Ethiopia, but monthly staff intakes of between 200 to 600 recruits make the task challenging.

According to some entrepreneurs, venture capitalists and offshoring veterans, the 2nd wave of outsourcing will be the globalization of consumer services. They predict that early adopters will one day include millions of households in the US and other nations.

Potential services include tutoring and personal assistance like health and nutrition coaching, personal tax and legal advice, help with hobbies and cooking, learning new languages and skills and more.

More info about 2nd Wave of outsourcing.