Magellan Inbound Call Center

Magellan Solutions Outsourcing Inc., one of the growing call centers in the Philippines, is offering premium reservations call center or bookings and accommodations at affordable pricing plans, which can start at $130 per month.

Owners of hotel, inns and motel chains, restaurants, spas, beach resorts and those from the medical tourism and hospitality industries will find a reasonably priced contact center pricing plan as an enviable option for their round-the-clock operations. Not only do they get the best deals by paying only for the number of call minutes every month, they enjoy top 24/7 customer service available in the market today.

According to Fred Chua, chief executive officer of Magellan Solutions Outsourcing Inc., “Businesses will always be on a constant lookout for getting quality service for less. Magellan Solutions’ reservations call center service provides that answer, enabling hotels and restaurant business owners to take advantage of the same level of service that big multinational call center companies give to large organizations globally.”

Bracket Metering Payment System

Magellan Solutions’ top-rate reservation contact center packages are all bracket metered and therefore at flat prices, offered on both prepaid and postpaid depending on the number of calls going through their hotlines every month. If companies go beyond spending from their chosen fixed plan, they only pay the amount of the plan plus the excess in that period.

Chua usually advises prospective customers from the beginning, helping them identify the right package suited for them. “If they are on a strict budget, we can always offer the most appropriate package based on the number of minute calls. In the end, we give them a highly flexible plan that they can always upgrade without sacrificing the quality and delivery they expect from a professional team of call center agents. All it takes is a simple call.”

Aside from reservations call center services, Magellan Solutions offers flat pricing plans to order taking call center services and telephone answering services. These services have been the most in-demand outsourced customer service because businesses are looking for a partner that can effectively engage and manage customers anytime of the day. Organizations realize to increase their bottom-line they should always be available responding to calls even after office hours, during weekends and holidays.

Interested travel operators, hotel chains and other service-oriented businesses can find out more what they can get from these plans by calling Magellan Solutions’ toll-free numbers 1-800-371-6224.

While consumers shove the famous phrase The Customer is Always Right in our faces, we cannot help but feel the searing pain every time we deal with “customers from hell.”

Being “bad” as a customer is subjective and could mean a lot of things, depending on how you define it. There are companies that have high tolerance for dealing with difficult people while those who are not easily give in and push back.

Customers are considered “bad” if they insist on what they want or abuse our fellow workers. Ultimately, they require our undivided attention, yet can suck out all our energies. Agents working in a customer call center can quickly tell individuals like this through the tone of their voice and their impossible demands.

Sadly, there are many small and medium businesses that have fallen trap into tough situations, thinking that regardless of how customers treat them, they still contribute to bottom-line growth. This is partially true. But if holding on to this kind of customers is hurting our business, then it is time to assess whether they are worth keeping or not.

So, how do we let go of complicated customers? Here are guidelines to remember:

Identify the problem. We need to know what situations have been the most damaging in the relationship. Get a good understanding of what is really going on before we decide if this would mean giving up these unreasonable customers (at last!).

Present your issue. As growing organizations, we also have the right to voice out our opinions. Be prepared because these customers may or may not be willing to accept our feedback. They will either change for the better or resist us. If they resist and push back, then we should carefully analyze and decide how these customers will benefit us in the long run.

Recommend a new partner. If all else fails and you have done everything to make these customers realize their behavior, then show your kindness by helping them find another supplier.

Losing customers may not be a wise move as this may affect our revenues, but think of the consequences they make in our activities. Let us give ourselves one big favor by keeping customers who are worthy of our time and money. And if you want to effectively manage different types of customers, consider hiring an outsourced customer service or any inbound call center support. These agents are your front liners, the experts in establishing long and healthy vendor-customer relationships.

If you are on the contact center industry side, you would probably think that being sugary nice to customers is the proven formula for increasing order fulfillment (and for pleasing your business client).

The truth is, playing nice is just one part of customer service. When it comes to increasing sales and making profits for clients, a confident and engaging call center agent wins the customer’s trust and makes more order fulfillment for the day.

Confident and proactive

Contact centers around the world are espousing a more innovative approach in dealing with callers. Agents working in an answering service order taking call center are not mere order takers but sellers of products. Top customer service call center agents can put callers in the right mood and set a logical environment to process orders.

As the economy takes an upward turn, small and medium businesses can consider this as an opportune time to focus on closing more orders through customer engagement. It would not even hurt a bit if you can up-sell new offers.

Order taking call centers now play a big role in boosting sales orders. Customer service transcends beyond serving people because every closed sale results in healthy profits. A great workplace drives agents to excel, enabling them to manage every call with a sense of urgency. Instead of hearing a monotonous scripted description on product offers, agents brimming with energy can pitch an offer by saying something like, “Mr./Ms. (name), we can deliver this product within 24 hours if you act now…”

Customers react differently when handled by snappy and engaging call center agents. Not only is it a worthwhile call for them, it is a subtle path to achieving long-term relationships. Forget call centers that cannot fulfill their purpose. It is time to create an exhilarating experience from a high-quality customer-centric organization driven by its inbound call center.

Hiring a help desk call center can be a demanding process for businesses considering an offshore provider. This entails lots of research, in-depth interviews and rigorous screening. It is an uncharted territory so every step should be sure, and every decision informed.

First off, keep in mind that help desk call centers have their own key competencies. There are call centers that have experience in managing some of the world’s technology brands, backed by hundreds of top-level agents and the latest technologies, while others have worked with start-ups or mid-sized companies that are still carving out a niche in the market. There are those that can deliver a full range of services and capabilities while some specialize only in one. You will be either impressed or overwhelmed with many options around you, but the main question remains: “Is it worth the time and effort going offshore?” If you are outsourcing abroad for the first time, here are top three guidelines for selecting the most appropriate vendor:

1.    Consider a site visit. This is a must. If you are exploring an offshore customer service to handle your product or service, you should arrange an ocular inspection to see how technical support agents work. As prospect, you need to observe how these representatives talk to their customers and how they escalate issues. Do not be afraid to ask team leaders or managers in the operations floor because they can give you a strong sense of the actual help desk environment. You are there to ask and learn.

2.    Look at the company’s track record. When in doubt, go for a provider that has experience in your line of business. You do not want to end up in the obsolete and inefficient company.

3.    Ask for references. Call a current or a previous client regarding the call center’s performance. Interviewing referees validates initial impressions and removes apprehensions. More importantly, previous and existing clients can provide you with opinions to help you make the right choice.

The role of technical support has increased in importance around the world. New products and services surge every year, and they are bought by thousands of end-users. There are cases when customers cannot afford to return to the store where they bought the device. They rely on help desk call centers for solving technical problems. Companies that outsource to the right technical support call center have better customer satisfaction and higher success rate in retaining existing customers. Start looking for the right provider today.

There is a common rap among businesses that telephone answering services are for doctors, dentists or anyone who runs a small clinic. You call the office for an appointment and surprisingly, a call center agent sets a schedule for you. No need to wait for the next day to arrange the time and date.

The truth is, any company from any industry – real estate, education, technology, pharmaceuticals, insurance, and many more – can take advantage of a business answering service. This is an inbound call center service that offers a unique business proposition for any sized organization.

The answer to staffing

Because companies are constantly seeking creative ways to reduce costs, a telephone answering service provides them with a strong brand image minus the expensive price tag. It is cost effective because businesses can enjoy sophisticated calling services and administrative support at a fraction of the cost of retaining a full-time employee.

Many inbound call centers like Magellan Solutions (which caters to small and medium businesses) are offering attractive call packages, most of which are on flat pricing. Call minute plans can start from as low as US$130 per month. You can receive appointments even when you are out of the office, on a day off, or traveling to another state.

Business is always connected

Chances are, the orthodontist you are calling for a noon appointment may be using a live answering service call center. Or even the law office you have been planning to visit to fix some legal matters.

Whether the call comes in immediately or during after office hours, an answering service gives you 24/7 customer support coverage. This is in response to the strong demand from customers wanting to get things done as quickly as possible. An outsourced telephone answering service call center is finally here to address this need – and more. Magellan Solutions brings value to business by giving you a dedicated team of agents working round the clock so you will never miss an important call. The business is always in.

Magellan Solutions Outsourcing Inc., one of the Philippines’ fastest-growing call centers, is offering small and medium enterprises, and large corporations across the globe its full range of inbound call center solutions to support their customer service in their home country. As businesses look toward the future, they are setting high standards for ensuring growth this year by providing first-class customer help.

Although customer support remains a flagship offer, Magellan has been attracting companies requiring lead generation, telemarketing, inbound surveys, call reservations, and message transcription. The company will soon be introducing customized price packages designed to suit the budget of each client.

Fred Chua, chief executive officer of Magellan Solutions, said that more small and mid-sized businesses have been considering outsourcing their inbound customer service to the Philippines. “One inquiry from a company in the United States asked us how it can move its entire customer care department to the Philippines,” he said enthusiastically. The Philippines he said continues to enjoy a reputation in the international community as the world’s offshoring destination. Voice-based services remain popular.

Setting higher standards

The economic meltdown is a major learning not just to Fortune 100 but all types of businesses everywhere. Chua said organizations are becoming stricter by demanding more efficiency coupled by a high level of professionalism. He said this has been Magellan’s achievement, as evidenced by clients who have stayed with the company since it began operations in 2005. “We always strive to exceed our client’s expectations. We have been gifted with talented and fluent agents who are properly trained to meet their requirements and are motivated to do more.” To date, the company has 275 employees in 2 locations and still expanding.

Magellan Solutions today offers inbound call center services such as technical support, order fulfillment, complaints handling, after office hours support, dealers locators and multi-lingual support. Chua is encouraging more business owners abroad to take advantage of these services. Magellan Solutions after all provides the same level of service usually offered by multinational call centers to small and medium businesses, entrepreneurs and professionals.

Are you interested in partnering with a high-quality inbound call center? Contact Us today for more information.

On December 20, 2010, several team members from Magellan Solutions selflessly shared their time and resources to celebrate Christmas with the children at White Cross Children’s Home in San Juan City. This activity is part of the company’s outreach program aimed at encouraging employees to volunteer in community work.

The company for this year chose White Cross Children’s Home as beneficiary. White Cross is a child welfare institution catering to children of parents with tuberculosis.  The center today also provides shelter to children of unwed mothers, physically incapacitated parents, prisoners and victims of rape.

Joining this civic cause were team members from Operations Support, Telenational (Omnitrix) and Human Resources.

Magellan Solutions’ human resources manager Jenice Chua opened the program with an invocation, followed by a short introduction of guests and participants. Parlor games later ensued, bringing delight to the children as they participated in Bring Me, Stop Dance, Stacks of Cups, Heaven and Earth, Pass Around games, and even a singing contest.

And to make the visit more memorable to the children, gifts and other exciting surprises were given and Jollibee meals were served.

The participants came home feeling a sense of satisfaction knowing that this once a year undertaking brought happiness to the children who attended the event. Aside from growing its inbound call center business, Magellan Solutions understands its obligation to the society by sharing its blessings to those who have less.

The Philippines remains the global leader in contact center services, thanks to its steady supply of English-speaking Filipino professionals with strong work ethic and unwavering government support.

According to the Call Center Association of the Philippines (CCAP), the country is considered Number 1 in providing call center or “voice-based support” services. CCAP said the industry now commands over 350,000 professionals working in call centers, versus India, which presently has 330,000-strong workforce.

The annual contact center industry revenues are estimated to reach $5.7 billion for its 24/7 support to small and large businesses in the United States, Australia and Europe, compared to India’s $5.5 billion earnings. There are already 68 call centers that are active members of CCAP.

India, on the other hand, remains on top of the business process outsourcing space, earning a total of $70 billion in revenues, compared to the Philippines with only $9 billion. The BPO is wider in scope as it goes beyond voice-based call centers. This can be as varied as business back-office operations, which include finance, logistics and accounting; software development; gaming and animation; engineering design; and medical and legal transcription.

The Philippine outsourcing sector now has a total of 530,000 employees and contributes 6% of the country’s gross domestic product.

Data sources: Trading Markets, Bloomberg Business Week

Industry experts say the business process outsourcing industry in the Philippines will continue to expand by 30% annually over the next 5 years.

The Philippines is expected to earn about $25 billion in annual revenues by 2015, hoping to maintain its position as one of the world’s top outsourcing destinations. According to the latest forecasts by the Business Processing Association of the Philippines (BPAP), this will be more than double the revenue the industry is expected to register this year, placed at about $9 billion.

Thanks to its educated workforce, the Philippines will continue to attract top businesses in the United States, United Kingdom and other countries in their desire to reduce capital costs and save more. To date, the BPO sector employs an estimated 520,000 Filipinos.

The country sealed its reputation in the international community by winning the Offshoring Destination of the Year Award from the UK’s National Outsourcing Association for the third time in the row.

Sources: Financial Times, inquirer.net

We can no longer say that customer service is an isolated department that doubles as shock absorbers from angry callers.

The lesson this hard economy has taught every organization is that all its employees should work together towards keeping the business, improving areas that contribute to its bottom-line, and that would include managing customers.

With slashed budgets and lay off threats, everybody is left with one choice: Deliver customer service that is quick, immediate and proactive.

Employees with ‘customer service’ mindsets

Gone are the days when employees are happily working under the shadow of a division within the enterprise.

This is fine today, but if you think your dear colleagues in the accounting and logistics departments are not involved in customer service, you are greatly mistaken. There will be situations when calls are routed to them because the issue is something only a specialist can deal with and resolve. When an opportunity like this comes along, you would be hoping the conversation is handled well. When this happens, ask yourself these questions:

What attitude should your employees exhibit in their interaction with a live customer?

How would you want the customer feel about your company after the call?

How can this particular department work with the REAL Customer Service team (or outsourced inbound call center handling order taking, customer support or live chat) so that they can exceed clients’ expectations?

If you treat customers properly by pointing them to your key resources, they end the call with a positive impression about your business. This greatly impacts satisfaction and your company’s growth.

Want to improve your customer service? Start from your internal employees. This puts everyone in the same line of thinking, which translates to a better workplace culture. The success of every company lies in your employees’ point of view, which affects their attitude. So build a “customer-centric” organization first, and the rest will follow.