CUSTOMER SUPPORT
We offer Customer Support 24/7/365 such as lead generating, outbound calls (cold calls), proactive chat sales, inbound customer support and content management. We are used to work in different channels such as voice, chat, email and social media.
Our core competence is in e-commerce and online business. Our clients usually use our services as a part of their own processes. They have a part of their customer support by themselves and are using us to scale up, on odd hours, for new languages, seasonal, etc.
Our main idea is to work with tailor made services – fitted to our clients needs. That means that we are usually working in our clients system such as ticketing system, voice systems, business systems, etc.
We offer Customer Support in several languages such as English, Swedish, Norwegian, Finnish, Danish, German and many other languages. Some of our Nordic agents are fluent in two Nordic languages which is a huge advantage for our clients.
We always recruit dedicated native speakers so we can more or less find any language. If we do not find any suitable agent in the Philippines, we usually recruit from their respective country.
Customer Support Agent
In English speaking projects, we usually use Filipino agents because of the huge pricing advantage. Filipino Customer Support agents are fluent in English with an American accent and most of them have a University degree. For other languages, we usually recruit native speakers, either in Manila or from respective countries.
To secure great quality of our Customer Support agents, we are working with dedicated recruited agents with industry specialization for each client. We also want our clients to be involved in the recruitment process and the clients has the right of the final employment decision.
The recruitment process:
- Decision of candidate profile
- Candidate search by OnlineFactory.asia
- First interview and testing by OnlineFactory.asia HR and operations
- Client interview and decision
- Signing of agreement
It is not only about finding the right staff – that is just the beginning. We also have to train, develop and coach them on a regular basis to reach new heights.
We are working with three different models to educate new staff:
- At client, when we recruit agents from a foreign country, we try to send the agent to the client for a month on-site education before moving to Manila. It gives three important advantages: the client is the best to educate in their systems and methods, the agent will learn our clients corporate culture and the agents will secure personal connections both with management and other agents.
- On site, some of our clients chose to come to Manila to educate our Filipino agents on-site at OnlineFactory.asia.
- By video conference, is more common when we have a running project and extend it with new agents.
OnlineFactory.asia always have a Project Manager involved in each project to secure quality by training, KPI-measuring, coaching, etc.
