|
 Cebu Global Teleservices, Inc. uses the expertise and talent of Filipino agents, combined with efficient operations management and call center technology to bring to our clients a wide array of effective telemarketing and outbound solutions.
We give our clients concrete results in the various features of their marketing operations. Through our customized business solutions and services, we work in partnership with each client on a continuous basis, coordinating with our in-house resources to devise, organize and uphold effective and integrated solutions between our technological architecture and operational means, and our clients’ specific campaign and systems. We put into mind the necessity of marketing research and planning with the fundamental principles of commercial enterprise.
We deliver a program that is tailored to suit each client providing them with multiple service strategies, analytical reports, networking connection and security, integrated with high-level training modules for call agents and staff.
Equipped with advanced web-based tools and modern communications planning, matched with Filipino hospitality, industry and talent, Cebu Global capitalizes on sophisticated technology to perfect the delivery of customer care and service solutions in the most cost-effective manner to prospective customers, increasing customer satisfaction and building a lasting relationship with each customer.
LEADERSHIP COMPETENCIES, TRAINING & EXPERIENCE
Our leadership has 20 years experience in call center business
- inbound / outbound
- electronic billing / internet selling
- Industry served includes
o Telecom (local/long distance/mobile phone – largest in the world)
o Gas / Electric industry
o High speed internet
QUALITY
- designed to help us meet our client's expectations
- provide coaching and feedback to our agents
- quality monitoring ensures that customer interactions are handled in a way that meets or exceeds our clients’ quality expectations
- quality monitoring provides CGTS specialists with the feedback they need to develop and improve their skills in order to conduct more effective, more efficient, higher quality customer interactions
o Reporting and Analysis
-The process of identifying trends and patterns across a variety or calls.
o Calibration
–The process through which calls are listened to by a selected group of evaluators and feedback is givenor expectations are developed.
o Feedback, coaching, recognition
–Feedback, coaching and recognition is provided to the agents to help maintain and encourage call performance or provide redirection.
TRAINING
A. PROGRAM
This includes American Accent and Culture Training.
- Build rapport and empathy and strengthen relationships with customers and colleagues through more successful communication
- Enhance customer experience and satisfaction
- The Culture training helps build an understanding of the underlying attitudes, values and behaviors of the American culture thereby leading to an
o Enhanced cross cultural sensitivity when working in an international environment
o Manage cross cultural conflict with greater success
o Improve culture training skills
Sales / Customer Service
- Call Handling and Management
- Importance and Use of Script
- How to do Tele-Sales using Sales Cycle
o Directional Selling
o Feature – Benefit – Testimonial
o Assumptive Close
o Overcoming Objection
- Identify what customer satisfaction is
- Describe what customer satisfaction means to an American
- Describe what customer satisfaction means to our company
B. TRAINERS
- undergo Client Certification Programs
- undergo in-house certification programs based on International Standards.
- Regular train-the-trainer program
IT & TECHNICAL SUPPORT SERVICES
We design technical support solutions that address specific client needs. Many of our technical support personnel
possess industry expertise on
- Microsoft Technology
- Open-source Technology
- System development
- Security/ Back-up and Recovery Management
- LAN/WAN/VOIP technologies
- Database Management
We engage in the following support services:
- Systems Research & Development (CRM Software)
- Data Centers
- Call Center Infrastructure
- VOIP Facility
- Webhosting
|
Home
