For more helpful tips and fun updates, please follow SUP CALL on Facebook via this link: SUP CALL ON FACEBOOK See y'all on Facebook! Read More

Dealing with workplace burnout is all about mind over matter. To overcome workplace burnout and function effectively at work, you need to have a way to see beyond all the stress and pressure… Read More

Photo credits ABS-CBN News Trending news about Sarah Geronimo’s burnout made me think to myself: “If a superstar like Sarah who practically has everything can still feel so emp… Read More

I dread every time day turns into dusk I know very soon I have to do the same redundant task All throughout the day I toss in bed But wake up still feeling like a zombie from the Walking De… Read More

Most call centers require at least 6 months on operations before newbies become tenured call center agents and enjoy benefits only tenured agents are entitled to. More importantly, only work… Read More

This will be short but blunt. A tweet by Filipino Broadway star Miss Leah Salonga just the other day about a call center rep who left a voice message which Miss Salonga could not understand… Read More

I came across this video by renowned author and research professor BRENE BROWN  several months back and thought it would be appropriate to share Brown’s empathy video with yo… Read More

Dear Irate Customer Dear irate customer, I hope you’re having a great day today. I am writing this article in behalf of millions of call center agents and customer service reps, both… Read More

“Where You At?” This question sounds frighteningly familiar to practically every offshore customer service rep and, depending on your site’s policy regarding divulging you… Read More

We all get those irate customer calls practically every shift. There’s just no dodging them. For call center agents, an irate customer is almost always the rule rather than the excepti… Read More

This Holy Week, let us take the opportunity to ponder over why, in the face of pain and difficulty, we never lose hope and still struggle to get up to do the work we need to do. Why, despite… Read More

Congratulations to the first batch of K-12 graduates! Now that they have finished senior high, these young grads have the option to choose between continuing on with higher education or to g… Read More

Call center agents are tasked with taking care of customer concerns, doing their best to make sure every transaction results in a positive customer experience. For offshore call centers, the… Read More

Pop Quiz: Which skill is more important: English speaking skill or English listening skill? If you answered English listening skill, give yourself a pat on the back! This post will explain w… Read More

Customer Service Outsourcing Customer service outsourcing is the business practice of contracting an enterprise outside of your company to perform customer service functions for you. Histor… Read More

The Virtual Call Center Representative The internet not only made this world a lot smaller but also opened up a whole new world of online income opportunities for people who, by choice or… Read More

We live in dangerous and unpredictable times. Schools are no longer the safe havens they used to be with up to 44% of teachers annually reporting they were physically attacked while at schoo… Read More

"None of us knew what to do. So, he took the initiative to just save his other classmates" Anthony Borges was just your typical 15-year old high school student until the afternoon of Februa… Read More

“Every job is good if you do your best and work hard. A man who works hard stinks only to those who have nothing to do but smell others.”      Laura Ingalls Wilder… Read More

Ain’t college just great! You learn tons of useful stuff that you can use in real life like Integral Calculus, Differential Equations, Thermodynamics, Quantitative Chemistry, and other… Read More

When a great team loses through complacency, it will constantly look for new and more intricate explanations to explain away defeat.                &n&hell…Read More

Hi! Today being Valentine’s, I thought I’d share with you some inspiring happy workplace quotes to brighten up your day (or night depending on your shift!) and hopefully make you… Read More

"We have two ears and one mouth so that we listen twice as much as we speak."                                … Read More

Hi there! Hope you’re having a great day today. In this post, we’ll try to understand the importance of call center metrics and why every one in your team needs to do their shar… Read More

In the call center business, we only have 3 tools we can use to create a positive impression on a customer's mind: the tone of our voice, the way we speak, and the words we use. That bei… Read More

According to an ARTICLE  from HelpScout.net, 7 out of 10 Americans said they would be willing to spend more with companies they believe provide excellent customer service and as mu… Read More

This article on ANEURYSM and its relation to chronic night shift workers is purely for information purposes ONLY and should not be taken as a medical diagnosis. It is BEST to seek profe… Read More

Ghost calls, prank calls and moaners have become a regular part of a call center rep's shift. No shift is complete without these types of calls, especially ghost calls. If you're with an in… Read More

We're all only as good as our last call. Often, no matter how best we took care of our customers, we still get hit with detractors. And when our performance (and survival) on the job is base… Read More

Here's a fact: CSAT is inversely proportional to Abandoned Calls, i.e. the higher your abandon rate, the lower your CSAT. Any customer who had to call more than once to report or resolve an… Read More

Quoting an ARTICLE by customer service expert Shep Hyken: "Customer service can make, or break, your reputation. Being known for your service earns you a reputation in the marketp… Read More

While doing research, I came across a very interesting INFOGRAPHIC that clearly illustrates how much a dissatisfied customer could cost a company. Somehow, I felt vindicated knowing I w… Read More

“If you know the enemy and know yourself, you need not fear the result of a hundred battles. If you know yourself but not the enemy, for every victory gained, you will also suffer a de… Read More

As Americans celebrate Thanksgiving, half a world away in the Philippines, over a million workers in the outsourcing industry have a lot to be thankful for, as well. Here are 10 things every… Read More

I normally would write happy thoughts this Christmas day but tragic news from Davao left me deeply depressed instead. As of this writing, at least 37 call center agents have perished in an… Read More

In my previous POST, we’ve listed down some of the best practices a rockstar call center agent does when she’s on the phone with the customer. To summarize, these are: Efficien… Read More

The Good Soldier I still clearly remember these words as if they were uttered just yesterday: "Do EVERYTHING you can. You have MY TACIT APPROVAL." Somehow, there was something about "TACI… Read More

Can I be bitter on this post for once? Since we are discussing soft skills, let me just stress that sucking up is not considered a soft skill. While sucking up may help some people move up… Read More

Please do not hate me for this but, I really hate sup calls. I'm sure I'm not alone. More often than not, sup calls result into DSATs that ruin my team's metrics. I especially hate it when a… Read More