One of the biggest challenges experienced by any customer service representative is a call from an angry customer. This is because diffusing a tense situation takes a lot of patience and skill. If you don’t know how to keep your emotions in check while attending to them, you could just as easily lose your cool and end up in a nasty phone argument that could put your job at risk!

We can hope to live in a world where hostile conversations are non-existent, but just the same, it’s good to know proven tips and tricks to deal with these irate customers so you won’t be rattled when you unexpectedly find yourself in such a position.

Depending on how a customer service representative handles these calls, the company will either have a more loyal customer, or lose him or her forever.

Here are some proven ways to deal with angry customers:

1. Stay calm even if they are not

You’d be making a big mistake if you immediately talk back to a disgruntled customer. While it is definitely not okay to be rude to another person, this industry can more or less expect such angry calls due to some lapses on products and services.

The goal is for the customer service representatives to deal with it effectively, remove the customer’s frustration/s, and give them an experience that will make them feel that it’s worth it to do business with the company again.

How does an agent stay calm then?

• The customer service representative should use the right tone of voice because trust us, it makes all the difference. You don’t want the customer to think that you are not taking them seriously, or worse, mocking them.
• Next, an agent needs to know that whatever the angry customer says shouldn’t be taken personally (yes, even when it sometimes feels like the opposite sometimes). By doing so, then you will have the mindset that you are there to address the issue, and not to bicker with them. This can help you stay calm and courteous throughout the call.

2. Apologize for the inconvenience

Customers won’t really take the time to call the company hotline, and be put on hold for minutes unless they are given a reason to. When they express their sentiment and dissatisfaction, a good customer service representative would sympathize with them, and apologize for the inconvenience it has caused.

Of course they are trained to provide remedies or solutions, but it would make the customer feel better to know that the “company” is truly sorry for its lapses, than just outright declaring that it is willing to make things right.

For instance, here’s what a good rep would say, ” Hello [name], I understand you’ve had several issues we haven’t fully resolved. I understand the frustration and I would like to sincerely apologize. We always prioritize in putting our customers first, and we’ve failed to do it this time.”

3. Offer concrete solutions and manage their expectations

After apologizing, the next thing to do is to offer concrete solutions with a timeline. The main point of attending to the call was to diffuse the situation before it really gets out of hand.

Now that you discovered the issue about the customer, redirect the conversation back to the main problem, and provide solution/s. It also helps to manage their expectations as to how long it would take to get things done, instead of giving them vague and empty responses like “A company representative will reach out to you SOON.”

4. Respond appropriately and quickly by referring to a pre-written script

The last thing you want is to say or do something that could potentially bring more harm than good to the conversation. It helps to have a handy script that customer service representatives could refer to when dealing with an angry customer.

A pre-written script should have all the possible concerns and solutions so the agent could respond appropriately and quickly to the irate customer. The customer may be on his or her last straw, and one irrelevant answer or a long hold time from the call may cause him or her to get more agitated.

5. Be sincere and give them reassurance

An angry customer hates it when they feel like they are simply just another “call.” They are already on the verge of ending ties with the company because of the inconvenience or bad experience they had. A winning customer service representative would know that it’s only proper to be sincere and give them reassurance that they are on top of things, particularly, that customer’s!

A simple line you could say to offer reassurance, and that you are taking ownership of the issue is something like this: “Hi [name], I’ve taken some notes on our conversation, and rest assured that your issues of [issue/s] will be closely monitored from this day forward. Our solution for this is to [provide recap]. I have your number on file so that we can follow up directly. Please let me know if I missed anything or if there is any other request that you would like me to include.”

Once you’re done with the call, it’s also important to take each one as a learning experience and do a complete analysis so you know how to respond more effectively the next time around.

Take into account questions like:

• “Was I able to diffuse the tension or appease the angry customer?”
• “Was there anything else that I could have done differently to avoid him or her from getting more enraged?”
• “What tactics proved to deliver the best outcome?”
• “Was I able to offer the best solution for the problem?”

By doing so, you would be more mindful of the next call, and be able to handle it better!

Interacting with angry callers is part of the job of a customer service representative. It will ultimately influence how customers perceive the after-sales service of the company, as well as their willingness to do more transactions in the future.

By using these ways to handle an angry caller, you would be able to improve not just the experience, but the relationship with the customers.

Since the BPO industry’s inception in the Philippines, it has indeed grown at a rapid speed and put the country on the map – proof of the individuals’ reliability and expertise. Companies from across the globe are making a strategic move by outsourcing their services here, and it is how Colliers cited that the Philippines is poised to capture a bigger slice of the BPO global market share in the coming years.

The growth is attributable to the increasing demand of businesses while ensuring that they can reduce costs, focus on their core business activities, and have no shortage of personnel. A 2021 report released by Deloitte back in 2021 mentions that payroll services are one of the most often outsourced services.

Good for you, outsourcing payroll processors to the Philippines won’t take you long! As long as you have the necessary cloud-based platforms in place, then you can proceed to give an orientation about your business, including the requirements, and have the payroll processor work on the tasks smoothly!

What are payroll processors? 

When it comes to taking care of the company’s employee checks, processing payroll accounts, direct deposits, and other forms of payment, a company normally relies on a payroll processor to take care of the job. Sometimes, the coverage of their work is not limited to just the company’s employees, but are also tasked with processing independent contractors’ payments too. 

A payroll processor would usually refer to the company records to determine how many hours a person has worked, and the hourly wage. From there, he or she would also be able to withhold taxes from employee payments in compliance with the various applicable laws in the particular jurisdiction, including other contributions for retirement, medical insurance, and such. 

What are the responsibilities of a payroll processor?

• Collecting and maintaining payroll records for each employee, including the time data and pay rate
• Setting up updated employee records in the personnel database
• Reviewing all payroll forms and making sure there are no discrepancies (making the necessary corrections if there are any) promptly 
• Processing payroll distribution, direct deposit, and retro-expenditure transfers, according to the employee’s validated work hours
• Applying deductions from taxes, premiums, contributions, and other withholdings 
• Preparing detailed reports regularly 
• Providing assistance to employees (if needed) regarding paychecks, as well as other issues that may arise 
• Maintaining the confidentiality of all employee records and payroll operations of the company 

What are the skills of a reliable payroll processor? 

Having someone on top of finance-related tasks is crucial to every business. When it comes to payroll processors, here are some of the required skills to be successful: 

1. Time Management: The ability to manage deadlines is a crucial skill needed by a payroll processor. Since they are responsible for generating the paychecks of many individuals, they have to be able to submit all that’s required and file taxes on time.

2. High Attention to Detail: Almost any job in the world requires high attention to detail, but all the more for payroll processors as they need to be able to enter the correct information into the company’s payroll system. Aside from that, regular check and balance for errors should be done to ensure that the company is paying the employees correctly. Payroll processors’ high attention to detail would also be beneficial since they need to work on many compliance-related issues (ensuring that they are complying with various laws and regulations).

3. Data Analytics: For global companies that are leaning more toward data to make better decisions, data analytics has surely become an important part of business operations. While not all payroll processors are required to be proficient in this aspect, they will surely benefit the business more by being more familiar with data analytics software.

4. Computer Skills: A payroll processor would often need to navigate through programs to input data – may it be personal information, or work hours. With that said, they need to be proficient with computers and also have some basic foundation to troubleshoot any issue that may arise.

5. Communication Skills: Some employees may have various questions and concerns over their pay and would need to refer to the payroll team to get clarity. This is why good communication skills would really come in handy for a payroll processor. They are expected to convey information properly not just to the payroll staff and management, but also to those who may find some matters too complex. 

Payroll Processing Tools 

Small and large businesses alike use different payroll software to automate the work and manage payments more efficiently. Here are some of the commonly-used ones:

• Gusto
• Paychex Flex
• QuickBooks Payroll
• Workful
• OnPay
• ADP
• Payroll4Free
• Rippling

Keeping accurate and up-to-date records, setting up deposits, and withholding payroll taxes on time can be pretty difficult and time-consuming when done manually. To avoid paying hefty fines, these tools will surely help keep the processor from making a mistake. 

We can provide you with experienced and reliable individuals who can focus on complex tasks, like calculating payroll taxes and benefits, so you can keep your laser focus on other important business projects. 

Outsourcing to the Philippines for Payroll Processors can ensure that all your employees are paid correctly and on time. We aim to help you scale your business, and you are only one click away from getting the support you need. 

Here are some of the benefits you can get from outsourcing to the Philippines: 

• When you outsource your payroll processors to the Philippines, then you will enjoy reduced operation costs by up to 70%. This only means that you would be getting the same efficiency and quality, similar to when you build an actual team in your office. Who would say no to savings? We are all about giving you the most cost-effective solution, without really degrading the quality. 
• Get access to a trained and solid team of payroll processors that will bring maximum efficiency and value to your business.

What are you waiting for? All it takes is a simple email or message to get started. 

Businesses who place great importance on efficiency would surely understand the need for computer-aided design or CAD. CAD refers to any digital drawing or modeling program that enable users to design 2D or 3D models with precise measurements, and edit existing designs. This is utilized mostly by those in architecture, engineering, industrial or product design.

The global CAD industry is expected to grow even further – at a compound annual growth rate of 7% between 2017 and 2023. Everyone wants to keep up with the growth, so it’s a good thing you can scale your construction and engineering company without really breaking the bank. Keep or improve the quality, and lower costs by having outsourcing CAD services! The nature of the service does not require the employee to work inhouse, so as long as your company is open to outsource to the Philippines, then you’re in for a good and cost-friendly solution!

Learn more about this service by reading on.

What is CAD?

In a nutshell, Computer-Aided Design or CAD, is an integral software used so companies can create digital drawings (or even 3D models) with precise measurements. This is utilized by almost all industries, and even more so for engineering, architecture, and product design. 

The program has been said to improve productivity by leaps and bounds, because it triggers a faster project development through better visualization of the first plan or product. Whether you are using a CAD software inhouse, or having a freelancer operate on CAD for your company, you can still reap the same benefits either way! 

That brings us to our next point. What exactly are the benefits of CAD? 

We already mentioned that CAD would allow for improvement of productivity by leaps and bounds. Why is that so? Let’s take a deep dive!

Before CAD was born, designers used to draw everything by hand from scratch. Then, imagine making a mistake, or getting a feedback from the management regarding new directions. Any alterations would require the designer to draw everything again, and because that’s the case, it would take a lot of time. With CAD, designers can visualize their design and test them against certain variables. If there’s anything that needs to be changed, they can already alter the same file with ease.

CAD really does help with increased efficiency, as designers could work smarter, resulting to quicker completion of high-quality projects. 

Yes, the next benefit is all about high-quality projects or designs.

Again, those working with CAD can already visualize their design properly. This allows them to diagnose everything about it, investigate an error (if any), and alter what’s needed before prototypes are made. 

The back-to-zero concept is eliminated (normally, the team had to go back to the drawing board to find the errors in design), and multiple iterations are lessened. There’s a big possibility to get your design right the first time! Time and money = saved! 

If the plan is to document everything, then you don’t have to worry about that too. All your product measurements, angles, and dimentions are saved for future use, if need be. 

Aside from the first 2 benefits, CAD is also a way to make collaboration easier especially now in the time of pandemic. 

You can easily collaborate with team members because you can just share the file and they would know how the design was made, including what was done. If your company is working with remote teams, then this is an efficient way to collaborate! 

For those using cloud-based CAD programs (global workplaces), they can also easily access designs as long as they are connected to the internet.

And no worries if you are going to share the designs with teams who have no background in industrial design or engineering, and may have a hard time interpreting or understanding the design. All CAD drawings are organized and easy to read!

What are some of the CAD Softwares available? 

Depending on the business, project, or industry, CAD operators may be required to be skilled in using certain softwares. Some of the most popular systems used for drafting designs are: 

• Onshape
• SOLIDWORKS
• AutoCAD
• DraftSight
• Teamcenter 

We can provide you with experienced and reliable CAD operators to make sure no business projects are of mediocre quality, or delayed. 

Outsourcing to the Philippines for CAD operators will give you the confidence to work on marketing strategies more accurately! We aim to help you scale your business, and you are only one click away from getting the support you need. 

We’re always on the lookout for the best CAD operators, and make sure they have the skills necessary for the job such as but not limited to: 

• Following instructions and diagrams to create or modify drawings and models
• Ability to turn verbal direction into high-quality sketches and calculations 
• Coordinating filing, storage and retrieval of drawings

Here are some of the benefits you can get from outsourcing to the Philippines: 

• When you outsource your CAD operator services to the Philippines, then you will enjoy reduced operation costs by up to 70%. This only means that you would be getting the same efficiency and quality, similar to when you build an actual team in your office. Who would say no to savings? Plus, we can assure you that quality will never be compromised. We are all about giving you the most cost-effective solution, without really degrading. 
• Get access to a trained and solid team of CAD operators (depending on how many you will require) that are skilled in the systems and software your business uses. You have the option to choose from a junior, intermediate, or senior CAD operator. 
• Gain the advantage to stay ahead of competitors who struggle with product design. You can leverage on the efficiency and collaboration you’d get from outsourcing to the Philippines.

What are you waiting for? All it takes is a simple email or message to get started.