How to Manage Your Call Center Using the PEST Analysis?

PEST analysis means strictly the Political, Economics, Social, and Technical analysis, which can be applied perfectly at any time. The following paragraphs will explain this analysis.

Political Issue

During the operation of managing your Call Center, you can apply the political issue in most of your unique programs. You may need long inclusive enforced copyrights. Thus, for your Call Center to show its political awareness, it must direct its topics to the involved clients in your origin country, which may consider a powerful source of votes during elections.

As an example, your Call Center can lead a voter registration campaign debuts at its web site. It will show how to practice the political rights online. In the site, there may be online polls, to give the users the chance to vote on some basic topics of the present days. Introducing an ad to encourage audience to vote in election will be great too.

Economical Issue

Applying the economical issue is very easy. From the beginning, you may wish to keep barriers to entry high. Thus, you can begin your entry to other markets. As an example, promoting your advertising online to be able to reach more customers in other countries will be great.

Understanding the economical elements, such as supply, demand, price, inflation, deflation, and marketing will be important. You must try to insert the existence of your Call Center into the frame of globalization.

Social Issue

Considering the social elements will be incredible. You may target to involve young people in good causes. Releasing a new web site to realize your aim will assist your management operation to great degrees. Hence, the new web site could provide young with a wide social place to get information and cooperate with others too. However, all categories of ages could recognize the basic social topics along with exchange their cultural issues, via your Call Center’s social web.

Technological issue

Following the latest technology must be provided as well.

For your information, you can get strong digital rights management. Thus, when you continue to use this tool as a comprehensive framework, you can guarantee the success of your Call Center’s management target.

You may be in a necessity for an automated system. Therefore, you can keep trace of your huge advertising sales from many proposals via scheduling and invoicing. On the other hand, you may desire to decrease the time-consuming and error-prone processes of manually entering and reconciling advertising schedules of your Call Center as well. Of course, this could provide a seamless workflow for your sales and scheduling staff.

Through the operation of management of any Call Center, you must aware how to select well your items of PEST analysis. Providing your employees with more training is advised in all times.

7 Things to Do to Prepare For Your First Sales Call

Whenever you have a sales call scheduled with a new sales prospect – treat it like a golden opportunity.

Because in fact this first sales call, could be a golden opportunity for you. What if your new sales prospect has the potential to become your largest customer.

What would the lifetime value of your largest customer add up to?

Here are seven things you must do before calling on every new sales prospect.

Thing you must do # 1:

Be sure to do your homework and that means making Google your first stop. Do a search on the person’s name, the company name, and the name of their best selling product. You might be surprised with the results you get.

Thing you must do # 2:

Now this is a little thing that can have a big impact. It can create a powerful first impression for you.

Go to an office supply store and buy a dozen red file folders. While you’re at the store buy Avery product #8366 which are white file folder labels. Prepare a label with the name of your new sales prospect.

Imagine your prospect’s reaction to seeing his name on this red file folder. He will immediately consider you professional, organized, successful, and different from most other salespeople he has experienced in the past.

A little thing with a big impact.

Thing you must do # 3:

You must have a written sales call objective for your first sales call. Your written objectives for this sales call can include: to build rapport, establish credibility, to ask 3-5 open-ended questions, to identify one common interest you share, and to secure agreement for your second meeting.

Your written sales call objectives will scream “Professionalism.” By contrast most salespeople arrive like a tourist just taking in the sights – pity the poor sales prospect who must put up with this display of mediocrity.

Thing you must do # 4:

To get the ball rolling, building rapport and establishing credibility, I suggest you prepare and practice 3 – 5 open-ended questions.

Nothing shows your interest more than the questions you ask – so be sure to ask good questions.

You can start with… tell me about your business… what are your responsibilities… in addition to you who else is involved in making decisions for… what are the biggest challenges you’re facing growing your business?

Once again asking these questions will demonstrate your interest and professionalism and differentiate you from most salespeople.

Thing you must do # 5:

If you enjoy playing the telephone tag game you can immediately proceed to # 6. It’s absolutely amazing how many salespeople neglect to secure the meeting time and date for the second meeting.

Once you have qualified your sales prospect as a potential customer don’t forget and never hesitate to ask for the second meeting. Do not attempt improvisation. Prepare and practice how you will ask for the second meeting.

Thing you must do # 6:

This next thing is especially important if you happen to be a serious person. Before you get out of your car check your rearview mirror to make sure you’re smiling.

Trust me, when you’re caught in traffic, running a little late, just ended a telephone call with a disgruntled customer – please don’t think you have a happy face on. Check your mirror to check your smile.

Thing you must do # 7:

Try this affirmation on for size “This will be my best sales call ever to a new sales prospect.”

Right after you check to make sure you’re smiling saying this affirmation fills your mind with positive thoughts and words squeezing out any potential negativity.

You may not realize this but you are in complete control of your thoughts. And of course you know how you think is everything!

There’s a huge difference between self-doubt and self-confidence and both are controlled by your thoughts.

This affirmation creates the perfect mindset for a very successful sales call.

Just try it once and see how much better you feel.

Now you know the 7 things you must do to prepare for your first sales call. Believe it or not you now have a 7-point system for making sales calls on new prospects.

Use this system to make every sales call better than the last one.

Let’s go sell something…

The Philippine Call Center Phenomenon

A curious sight has started appearing in the business districts of the Philippines: yuppies-coffee cup in one hand and a cigarette in another-hanging around the entrance of a building late at night or very early in the morning. The nocturnal office workers are call center employees, and seeing them taking coffee breaks during ungodly hours are bound to be more common.

Over the past few years, the emergence of numerous foreign- and locally-owned call centers in the country has made the contact center industry one of the most important segments of the Philippine economy. Aside from creating thousands of well-paying jobs for Filipinos, the call center industry also contributed 10% of the country’s gross domestic product.

But what is truly phenomenal is the speed by which the industry has grown.

In 2000, there were just four call centers in the country. By 2005, it has grown to include 105 inbound and outbound contact centers. Along with India and China, the Philippines is now considered as one of the world’s key players in offshore call center outsourcing.

The Philippine Board of Investors also reports that the industry has grown at a steady rate of 100% every year since 2001. Insiders attribute the extraordinary growth of call centers in the country to many factors.

First and foremost to the fact that many companies (particularly in the U.S.), choosing to streamline and focus on their core-competencies, have started outsourcing to countries like the Philippines where the cost of labor is considerably lower.

Conditions in the country are also very conducive to the growth of the call center industry. The Philippines has a large number of competent, English-speaking workforce (about 3 million Filipinos graduate from college each year) that can easily fulfill the needs of the contact center industry.

Another reason for the rapid growth of the call center industry in the Philippines is the fact that for many companies who outsource, Filipinos provide better service, especially when it comes to customer support, than their Indian or Chinese counterparts. So while labor costs in the Philippines are higher than in India, many companies still choose to outsource to the country because of the high-quality output and service Filipinos provide.

The 50 years the Philippines spent as a US colony and its penchant for Hollywood and most things American also contribute to the boom of the Philippine call center industry. Filipinos, the industry insider explains, are very familiar with what’s happening in the US, their culture and slang. This makes us better-equipped to understand their cultural nuances than Indian or Chinese call center agents.

The fact that the country has stable and reliable infrastructure in place is another reason why foreign companies are outsourcing some of their services to the Philippines.


Experts note that the Philippine BPO industry’s growth is bound to continue as many firms in the country are already expanding by offering more high-value services. Expressing their confidence, key players are targeting to take 5% of the $180 billion the global call center industry is expected to generate in 2010, and sustain the industry’s rise. Visit this site for more information on call centers and their services.

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