E Connect Asia: A hi-tech call center with a heart

Whenever people think of call centers, they imagine a brightly lit room with rows upon rows of cubicles filled with headset-wearing customer service representatives facing flat-screen LCD monitors speaking to their clients in faraway places. High-tech and futuristic, perhaps, but the picture may also be lacking a bit of warmth – the human touch.

It is this warm and emotional aspect where a call center company can make a difference, and this is precisely where E Connect Asia focuses its operations on.

Like most call center operations, E Connect Asia is a business processing outsource (BPO) company. It was founded in 1999 in the United States as E Connect with E Connect Asia commencing operations last Sept. 8 at the Raffles Corporate Center on Emerald Avenue in the Ortigas Center.

But what sets E Connect Asia apart from other call centers is that it focuses on customer relations management solution with the support of its own unique software and combines this with its bright and hardworking workforce and an experienced executive management staff to provide effective and cost-efficient solutions to help their clients’ businesses succeed.

E Connect Asia‘s workforce is composed of college-educated and articulate Filipino CSRs boasting vast skills in the medical, financial, engineering, hotel management, travel, retail and technology fields.

These CSRs undergo extensive training to ensure the highest level of proficiency and sales ability and a low attrition rate.

The Philippines was chosen due to the Filipinos’ high-caliber work skills, a fully redundant telephony and Internet infrastructure, high familiarity with American culture, and a world-class telecommunication industry.

E Connect Asia prides itself with customer care and customer support that is almost like being next door to the customers, treating them as their own and providing them with the best customer service experience possible.

E Connect Asia provides sales and marketing support for clients in the US, United Kingdom, Australia, Canada, Taiwan, Hong Kong and Japan.

Its services include outbound telesales and telemarketing, inbound sales and sales support, inbound customer support, technical support, Web-enabled e-tailing (with e-mail and chat support), data entry and back-office processing, e-commerce solution, and CDR management.

The technical partners of E Connect Asia include Cisco Systems, Microsoft, Quintum Technologies, Clarent, Excel, Plantronics, NACT and Televantage.

Job opportunities with E Connect Asia include account executives or call center agents, team leaders, shift managers, and staff support groups for information technology, finance, and human resources.