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Here's the story of Neil, a senior associate in a large contact center in Philippines. He is a hardworking person who has always taken a keen interest in fostering continuous learning to broaden his skill set. He is always interested in exploring new avenues of training and quality management to become an improved asset to the entire contact center ecosystem.
The rise of customer service jobs in the Philippines has been a noteworthy trend over the past two decades. The Philippines has emerged as a key player in the global customer service and business process outsourcing (BPO) industry. This growth is driven by a combination of factors, including the globalization of businesses, strategic advantages, cost efficiencies, and government support.
Customer service is an industry that relies heavily on the emotional quotient (EQ) to deliver effective results. For customer service representatives, knowledge of the process and the brand is a definite must. However, EQ is of greater importance because it defines the way this knowledge is packaged to help customers. EQ is the human ability to recognize emotions, label them appropriately, and use this information to guide thoughts or actions.
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