Misery loves company, and nobody knows that better than a Filipino who works at a help desk, or call center. They know that sometimes, when you are angry, the only thing you really need is to simply feel as though ONE PERSON cares about your problem. In your mind, company XYZ has somehow done you wrong, so you feel justified for being a jerk to the poor SOB Customer Service Representatives (CSRs) on the other end of the line.
At the end of the day, a good Help Desk will make your customers feel much better when they hang up the phone than they did when they picked it up to complain. People need a good voice to complain to, who will listen and be compassionate to their needs and suffering. Again, its the misery loves company thingy. They also need someone that can answer their questions quickly, with sincerity and compassion. When someone is sincere and compassionate, its unmistakable, and nobody does this better than Filipinos.
That's why the Philippines is the call center capital of the world, people have big hearts.
Sincerity + Compassion = Secret Sauce
In today's social media world, its not about just keeping your customers happy, its all about turning them into BRAND ADVOCATES. A good help desk experience may successfully turn an ordinary buyer/customer into a bonafide evangelist. Every moment of every day, little conversations are happening all over the Twittersphere about your company, and how it treats its customers when they call them, text them, email them, or write them. People are tweeting negative and positive things about brands all the time, such as “Thanks Southwest for the free Rapid Rewards ticket”, or “Just got my new iPhone 5, LOVE IT!”. You won’t those conversations about your brand to be positive. Its also important that a Help Desk know how to reach out there and calm somebody down quickly when they aren’t satisfied, especially if they are powerful online and have many friends or followers. That one person can do a lot of damage, but a good help desk can help calm that person down when they are just a little spark, and before their issues turns into a giant inferno of bad PR for your brand. Things can get ugly FAST online - just ask Anthony Weiner.
Turnkey helpdesk call centers in the Philippines make sense. They save your company money, improve the customer’s experience, and help ensure that your company never misses another important call, instant message, email or tweet ever again!
