TeleCastPH
46 episodes - English - Latest episode: 12 months ago -A podcast hosted by Jeff Thompson, Client Solutions Manager for TeleworkPH. We'll feature interesting guests, business leaders, and discuss a wide range of business topics designed to give you a little more insight into your own processes and behaviors as well as how alternative staffing solutions from TeleworkPH can help you crush those goals quicker.
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Episodes
Ep. 43 How To Thrive During A Recession
May 16, 2023 07:00 - 17 minutes - 11.7 MBIn this episode of TelecastPH, host Jeff Thompson explores the strategic move of offshore outsourcing and how it can help businesses not only survive but thrive during a recession. Amid economic hardships and challenges, smart business leaders understand the importance of maintaining exceptional customer experience and maximizing efficiency to stay ahead of the competition. Jeff delves into the advantages of outsourcing during tough times, such as significant cost savings, increased prod...
Ep. 42 The Importance of Partnering with an ISO Certified Company
February 21, 2023 21:00 - 7 minutes - 4.88 MBIn this episode of TelecastPH, host Jeff Thompson discusses the significance of ISO certification when selecting a company to partner with for business growth and success. ISO certification is an internationally recognized standard for quality management, demonstrating that a company meets the highest standards of quality, safety, and reliability in their products and services. Jeff explains why partnering with an ISO certified company is crucial and highlights the journey of TeleworkPH to...
Ep. 41 Inflation and Brand Loyalty
July 18, 2022 20:00 - 14 minutes - 10.3 MBInflation and rising energy costs are forcing many companies to find ways to cut corners and stay in business. In fact, if you watch the recent projections, it may be getting worse before it gets better. With looming memories of the pandemic, fear and uncertainty may be tempting many business leaders to start reducing support staff or even shortening customer service operating hours to cut costs. But what will that do to the customer experience? How will your loyal customers react? Li...
Ep. 40 How To Improve Efficiency By Outsourcing
May 16, 2022 21:00 - 12 minutes - 8.42 MBThere are so many ways to improve efficiency in a company’s operations. Reviewing processes, finding leaks, and even consolidating department tasks can help, but isn’t there an even more effective way? Yes there is. Through outsourcing some of the non-core aspects to the experts. Those that focus and specialize in one specific area, like customer support, can deliver a streamlined experience to customers with less hassle and yes, less overhead. But if you think outsourcing is only a way to...
Ep. 39 The Art Of Writing Customer Support Emails
March 28, 2022 05:00 - 18 minutes - 12.6 MBKeeping customers engaged with a brand can have many moving parts. It can seem like an enigma wrapped up in a riddle trying to figure out new and exciting ways to make sure customers stay loyal and tell their friends all about how good they feel about the choice to use this product or service. ..and sometimes in that search the simplest and most basic tweaks can get overlooked and forgotten about. In this episode we take a look at the Art of Writing Customer Support emails and how this ba...
Ep. 38 Are You Playing Tag With Your Customers?
March 01, 2022 01:00 - 12 minutes - 8.49 MBIf there's one thing customers in 2022 hate — t's waiting for a resolution to their support issues. Playing an endless game of email tag because they lead a busy life and aren't available during support hours can be the deciding factor in leaving your brand for the competition. Customer Experience is the new battleground where companies compete, and if your company or support staff is making your customers wait, then you need to look into other solutions. They won't stand for it for too l...
Ep.37 Chatbots VS. Live Chat Agents
February 09, 2022 20:00 - 15 minutes - 10.9 MBIf there's one thing that the pandemic taught us it's that people like interaction with other people. Those that were forced into lockdown and quarantine situations who weren't able to work from home and actually communicate with people on the outside world on a regular basis, struggled because they missed that one element that really keeps us sane and that's human interaction The same can be said about the customer experience and using chatbots and other automations when it comes to custom...
Ep. 36 Reach The People Your Marketing Team Can't
January 11, 2022 13:00 - 11 minutes - 8.2 MBDid you know that 92% of your potential customers are simply unaffected by your marketing? In this episode we explore how providing an exceptional customer experience can help reduce marketing costs AND reach those customers your marketing team can't. Listen in and discover the one key reason why your marketing doesn't seem to resonate with the customers you are trying to attract — and what you can do to change that! Thanks for listening. To find out more about Telework PH and about our a...
Ep.35 DC vs Marvel: The Ultimate Power of Brand Loyalty
October 13, 2021 19:00 - 14 minutes - 9.85 MBHere’s a quick brand loyalty test. Who do you prefer? Ant Man or Atom? Captain Marvel or Superman? And the ultimate choice: Iron Man or Batman? Chances are you most likely have a preference. Or an obsession? The point is, comic book fans in general tend to stay loyal to their brand. Both DC and Marvel have reached a point in brand loyalty where neither of them have to chase after fans. They don’t have to say “please watch our movies and buy our merch” They simply say “Here’s the movie yo...
Ep. 34 What Are Your CSATS telling you?
July 05, 2021 11:00 - 16 minutes - 11.5 MBLove 'em or hate 'em, CSAT surveys are one of the fastest ways to get feedback from a customer after a support interaction. CSATS allow the customer to numerically rate, in most cases, the interaction and experience they had while their support issue was resolved. But are you asking the right questions on your CSAT surveys? Do you know what they are actually telling you? In this episode of TelecastPH, we take a quick look at customer support CSAT surveys and the questions they should a...
Ep. 33 Down the Rabbit Hole Of Social Media
February 28, 2021 16:00 - 1 hour - 68.5 MBA conversation with Graphics and Social Media Manager for E2E Studios, Eilidh Moyes 1hr. 40 minutes Yes, this episode is a lot longer than most. However, as I was editing, every time I went to cut something out, I changed my mind. There is just too much value to miss a single word. Eilidh opened my eyes to a lot of the reality which is social media. Her almost revolutionary ways and ideas will make you seriously think about your own behaviors with your social media campaigns. Eilidh is ...
Ep. 32 Big D Goes To Hell And Back
January 22, 2021 20:00 - 50 minutes - 34.7 MBA Conversation With Celebrity Chef And Hell's Kitchen Season 19 Contestant, Declan Horgan 50 Minutes Are you a Hell's Kitchen Fan? How about a home chef who drools over watching Gordon Ramsey work his magic? In this installment of Telecast PH we are talking with celebrity chef and Hell's Kitchen season 19 contestant, Declan Horgan, who gives us a little background into his life, experience, and how his passion for cooking came to be. We also learn a little about being behind the scenes a...
Ep. 31 Monsters and Aliens!
November 01, 2020 20:00 - 1 hour - 44.9 MBA conversation with independent filmmakers Adam and Kristin Steigert 1 hour I had the unique privilege to have a conversation with Independent Filmmakers and husband and wife Adam Aka (Indie Adam) and Kristen Steigert who have brought us such films as Fang and Horrific Evil Monsters. So you may wonder why would a podcast mainly geared toward business feature independent filmmakers. Simply put, filmmaking is their business. In fact, back in 2017 , along with another partner Christopher ...
Ep.30 An Ounce Of Prevention...
October 29, 2020 17:00 - 54 minutes - 37.4 MBA conversation with Zack Abbott, Microbiologist and CEO of ZBiotics 54 minutes What if I told you that you can go to the upcoming holiday office parties- drink as much as you want and not wake up with a hangover? Well that's exactly what my guest in this episode has made possible. I had a conversation with microbiologist and Co- founder and CEO of ZBotics, Zack Abbott. They have formulated a genetically engineered probiotic drink that, with a little bit of pre planning, you can indulg...
Ep. 29 The Rise Of The Consultant
August 10, 2020 12:00 - 51 minutes - 35.6 MBA conversation with Samantha Johnson, president of NollaCorp Innovative Solutions 51 minutes I had put out a post a few weeks ago on LinkedIn about looking for guests for the podcast. I got a few inquiries, but the one that stood out was a woman by the name of Samantha Johnson from Grand Rapids Michigan. Now whenever someone reaches out to inquire about being a guest I always take a look at their LinkedIn profile to see what kind of value they can offer the listeners. And I saw Samanth...
Ep. 28 Be The Reason Someone Smiles
June 28, 2020 17:00 - 36 minutes - 25.2 MBA conversation with Michael Ray, Founder of Smile Project Louisville 36 minutes Doing this podcast has been one of the joys in my life for the past year. In the intro I say this podcast is "dedicated to changing the way we look at outsourcing to the Philippines"- and it is. However the goal has always been more than just getting the word out about what we do here at TeleworkPH. When I choose my guests its because I know they have something unique to share. I have met some amazing peopl...
Ep.27 The Bubble Of Social Media
June 20, 2020 17:00 - 41 minutes - 28.3 MBA conversation with MJ Felizarta, founder of Bublle Media & Co 41 minutes Sometimes a new company evolves from necessity. And in a way that's how Bubble Media & CO was founded. Tired of working the 9-5 for the BPO industry and a year of family health problems and financial setbacks, MJ Felizarta took her passion and started Bubble Media & Co. a social media management company. I talk with MJ about her humble beginnings and what led up to her taking the plunge into entrepreneurship. We a...
Ep. 26 Rapping About Writing: The Art Of The Blog
May 21, 2020 18:00 - 33 minutes - 23.2 MBA conversation with Adam Ward BA (Hons) MA, Author, poet, musician and Content Marketing Specialist At Lead metrics 33 minutes In today’s episode, Adam and I delve into the world of blogs and blog writing. Blog writing is the perfect way to connect with your target customer base. By having a regularly updated blog on your company website, you can give your visitors something more to sink their teeth into. Furthermore, blogs can serve as lead magnets as they drive more people to your websi...
EP.25 The Birth Of An SaaS Startup
May 14, 2020 06:00 - 40 minutes - 27.5 MBA conversation with Paul Doerwald, Founder and CEO of Clockk 40 minutes Paul Doerwald, founder and CEO of Clockk, had a vision. He listened to and heard the pains of freelancers and consultancies when it came to properly billing clients for their time. So he set out to make a difference. He developed Clockk, an amazing new software-as-a-service tool solving the time sheet problem for creative agencies and software consultancies. There is nothing else like it on the market today. There ...
Ep.24 How To Supercharge Your Leadership
May 06, 2020 19:00 - 40 minutes - 27.6 MBA conversation with Ben Dueck, The Leadership Guy 40 minutes This episode features a powerful conversation about leadership with Ben Dueck, President and Founder of Cantera Leadership. Ben is "The Leadership Guy" having earned a Masters degree in leadership and becoming a Certified CliftonStrengths Executive Coach. Another amazing thing about Ben is that he has developed his own Signature CliftonStrengths themes, which are: Strategic Belief Self-Assurance Ideation, Futuristic. ...
Ep.24 How To Supercharge Your Leadership
May 06, 2020 19:00 - 40 minutes - 27.6 MBA conversation with Ben Dueck, The Leadership Guy 40 minutes This episode features a powerful conversation about leadership with Ben Dueck, President and Founder of Cantera Leadership. Ben is "The Leadership Guy" having earned a Masters degree in leadership and becoming a Certified CliftonStrengths Executive Coach. Another amazing thing about Ben is that he has developed his own Signature CliftonStrengths themes, which are: Strategic Belief Self-Assurance Ideation, Futuristic. ...
Ep.23 COVID-19 And LinkedIn Social Selling
April 29, 2020 08:00 - 36 minutes - 24.9 MBA Conversation With Jeff Pugel, Founder And CEO Of Ignition 36 minutes Today's episode features an intriguing conversation I had with Jeff Pugel. Jeff founded Ignition to help B2B businesses and sales teams get off the rollercaoster and create new opportunities by: Knowing who you are as a company Talking to the right people Having a repeatable and scalable process Key Takeaways How Ignition made a pivot to help small companies "survive and thrive" during the pandemic How leadgen ...
Ep. 22 EQ For Leadership And Customer Support
April 02, 2020 20:00 - 43 minutes - 29.9 MBA conversation with Teresa Quinlan 43 Minutes Today's episode features an amazing conversation with Teresa Quinlan, a Transformation Specialist through Emotional Intelligence (or EQ). This was seriously an eye opening conversation for me. Some of the key takeaways: The fundamentals and basics of EQ How EQ affects every aspect of our lives How customer support can better handle rough situations How leadership can better manage their teams And so much more Teresa was an amazing gue...
Ep. 21 COVID-19 Survival As A Small Queen Bee Business
March 30, 2020 16:00 - 36 minutes - 24.8 MBEp. 21 TelecastPH 36 minutes I had a great conversation with Glen and Shevelle Stephens, owners of Revival queen bees in Alberta Canada. I learned some fascinating facts about bees, queen bees especially and the entire beekeeping and honey business. But the key takeaways to the conversation is not about bees. It’s how they risked everything to start their business and the steps they took to get their passion of reviving the beekeeping and honey industry in their area off the ground. ...
Ep. 20 Using Your Left Brain And Right Brain Together- A Conversation With Jenny Siede
March 25, 2020 21:00 - 27 minutes - 18.9 MB27 minutes Are you right brained or left brained? For right brained people creativity comes easy whereas logic may be a struggle. For left brained people it's just the opposite. They flourish with math skills and logic, but sometimes fall short with creativity. In this episode, I talk with Jenny Seide, owner of In Style Exchange. She talks about how she has used her skills and education in computer science AND her eye for aesthetics at the same time to build a successful design business...
Ep. 19 TeleworkPH Raw- Transforming 500 Agents To WFH
March 25, 2020 08:00 - 40 minutes - 27.8 MBIn response to the COVID-19 outbreak and local and national government agencies imposing quarantine, TeleworkPH had to make a decision. And we had to make it fast. It was never an issue of IF we could make the transformation to work from home, it was a matter of what's the best way to get it done. And the transformation took place. Here we get together in a raw session and talk about the steps taken to make an unprecedented transformation. Moving the entire operations of TeleworkPH to a ...
Ep.18 Behind The Scenes At TeleworkPH
March 19, 2020 00:00 - 33 minutes - 23.1 MBA conversation with HR Director Dreamy Rose Loquinario 33 minutes Ever wonder what goes on behind the scenes at a call center? I had an amazing conversation with our HR Director Dreamy Rose Loquinario who shared her challenges in the day to day operations of TeleworkPH. We discuss what it’s like to source agents, what the agents have to go through and the English skills required to work as an agent at TeleworkPH. Dream talks about how the company culture of TeleworkPH is the foundatio...
Ep. 17 Reboot - Do Filipinos Really Speak English?
March 16, 2020 09:00 - 15 minutes - 10.5 MBEp.17 The TeleCastPH Reboot Do Filipinos Really Speak English? 15 minutes Welcome to the TeleCastPH reboot! Why the reboot? I wanted to take a step back and really review the content I was putting out. My goal is to take it to the next level. In this episode we talk about some of the misconceptions about outsourcing to the Philippines and answer some of the comments from my LinkedIn network. We will take an indepth look at The Philippines and English. You just may be surprised to disc...
Ep.16 Interview with "Coach" Paul Josen, Head of Learning and Development at TeleworkPH
February 12, 2020 21:00 - 15 minutes - 10.9 MBTelecastPH ep.16 15 minutes Training is one of the most important and essential part of any business. And it’s also important to recognize that people have different personalities and learn in different ways. Having a training department skilled in not only passing knowledge, but being able to reach each and every individual and train them on their level, is a highly effective way to make sure you’re able to bring on great people. And it works wonders for company culture Todays #podcas...
Ep.14 Building Brand Loyalty Through Customer Support Tip Five: Making The Customer Whole Again
January 31, 2020 21:00 - 13 minutes - 9.07 MBThis is the fifth in the 5 part series of how to use customer support to build a stronger brand loyalty. Today we are talking about the fifth and final way customer support can help build brand loyalty and that is by making the customer whole again and how you’ll want to empower support to be able to take the steps necessary to make the customer whole. To make them complete. What do I mean by that? It’s simple. You want to make sure the customer has not lost anything whether it be mon...
Ep.15 Building Brand Loyalty Through Customer Support Tip Five: Making The Customer Whole Again
January 31, 2020 21:00 - 13 minutes - 9.07 MBThis is the fifth in the 5 part series of how to use customer support to build a stronger brand loyalty. Today we are talking about the fifth and final way customer support can help build brand loyalty and that is by making the customer whole again and how you’ll want to empower support to be able to take the steps necessary to make the customer whole. To make them complete. What do I mean by that? It’s simple. You want to make sure the customer has not lost anything whether it be mon...
Ep.14 Building Brand Loyalty Through Customer Support Tip Four: Building/Repairing Trust
January 30, 2020 21:00 - 9 minutes - 6.68 MBThis is the fourth in the 5 part series of how to use customer support to build a stronger brand loyalty. Customers like to identify with the brands they choose and trusting that brand is a major factor in the customer journey. And there could be several times during that journey when the customer places trust in the brand. When a customer calls support they are placing blind trust in the agent. Not just the brand, but the actual agent they are speaking to. In this episode I talk about...
Ep. 13 Building Brand Loyalty Through Customer Support Tip #3 Follow Ups And The Personal Touch
January 29, 2020 22:00 - 13 minutes - 9.37 MBThis is the third in the 5 part series of how to use customer support to build a stronger brand loyalty. Those that follow my articles and podcast should know by now how I’m a huge advocate of personal follow ups when it comes to customer support. Follow ups on support cases can make the difference between brand loyalty and a customer leaving for good. In this episode I talk about the personal touch to followups and give some examples that I have used in the past. Keep in mind that cu...
Ep. 12 Building Brand Loyalty Through Customer Support Tip Two: Customer Suggestions
January 28, 2020 22:00 - 8 minutes - 5.83 MBThis is the second in the 5 part series of how to use customer support to build a stronger brand loyalty. Do you listen to your customer’s suggestions? I mean really listen to them? Do you have a platform where your customers can make suggestions and know they are heard? In this episode of TelecastPH, I talk briefly about how customer support can be used in handling customer suggestions. Getting the customer involved and listening to their feedback is a powerful way to build brand loy...
Ep. 11 Building Brand Loyalty Through Customer Support Tip #1 Active Listening
January 27, 2020 22:00 - 9 minutes - 6.89 MBBuilding Brand Loyalty Through Customer Support Brand loyalty is imperative. And you need your customers to spread the word about your product or service. After all, that type of free advertising is worth more than any ad you could buy or social media marketing campaign. When one person tells another about a brand they add one element that you cannot do. Even with case studies. And that’s the personal experience. The real truth. Tip one of this 5 part series: Active Listening Statistical...
Ep.10 What Do You Get When You Outsource Your Support Staff With TeleworkPH
January 16, 2020 20:00 - 11 minutes - 8.05 MBI just got out of a call with a prospective client who is considering outsourcing her company’s support staff with us. We had a great time talking about the ways her company can benefit from outsourcing with TeleworkPH and I have to say she went away happy and armed with a lot of info to help her make her final decision (I think she has already decided just wants to let me stew for awhile). However, during the call she asked one important question: What do I actually get when I outsource ...
Ep.10 What Do You Get When You Outsource With TeleworkPH
January 16, 2020 20:00 - 11 minutes - 8.03 MBI just got out of a call with a prospective client who is considering outsourcing her company’s support staff with us. We had a great time talking about the ways her company can benefit from outsourcing with TeleworkPH and I have to say she went away happy and armed with a lot of info to help her make her final decision (I think she has already decided just wants to let me stew for awhile). However, during the call she asked one important question: What do I actually get when I outsource ...
Ep.9 Getting On The Customers Level
January 14, 2020 21:00 - 7 minutes - 5.43 MBThere’s quite a bit of psychology that goes into giving great customer support. It’s not always easy 😔 The goal is to make a connection with the customer. This can be a bit of a challenge over the phone☎️ Especially when you only have just a few seconds to assess the situation through the tone of their voice In today's podcast I talk about ways to get on the customers level. No one likes to be talked down to, and in a lot of cases people don't like to be talked up to either. Thanks f...
Ep.8 Keep It Real With Customer Expectations
January 13, 2020 21:00 - 13 minutes - 8.99 MBCustomer dissatisfaction stems from ONE major element. Their expectations were not met. I think you'll agree that setting the right expectations is crucial. Especially in dealing with support issues. Here I included some of the things I have done in the past while working support that have not only diffused the situation at hand, but turned frustrated customers into loyal ones. How? By setting their expectations properly. Not making any outrageous promises or telling them what they w...
Ep.7 Clear The Clutter & Increase Your Productivity
January 02, 2020 22:00 - 10 minutes - 7.12 MBWant to increase your productivity and keep you mind clear? Take a few tips from my Grandfather One of the top salesmen ever for The Akron Bearing Company He always kept his desk clutter free. Not only that, he planted flowers all around his home. He kept his spaces clean and beautiful A cluttered workspace can lead to a cluttered mind. This not only affects productivity but can have a major impact on your mental strain, health and even on company culture. Please follow me on LinkedIn...
Ep.6 What's In Your Strat Plan For 2020?
January 01, 2020 18:00 - 7 minutes - 5.26 MBWhat’s In your Strat Plan For 2020? How about Process management and Improvement? Is your process management and improvement currently sitting on the back burner? Thats one area strategic outsourcing can help 𝐀𝐝𝐝𝐢𝐧𝐠 𝐨𝐮𝐭𝐬𝐨𝐮𝐫𝐜𝐢𝐧𝐠 𝐭𝐨 𝐲𝐨𝐮𝐫 𝐬𝐭𝐫𝐚𝐭 𝐩𝐥𝐚𝐧 𝐟𝐨𝐫 𝟐𝟎𝟐𝟎 𝐜𝐚𝐧 Streamline and update process Save a ton on overhead Give you experts in process reengineering Let you focus more on your core competencies In this short podcast I'll give you a few reasons why you should consider adding outso...
Ep. 5 Managing A Remote Team-While Working Remote As Well- With Jonathan Prevost From Stack Sports
November 07, 2019 17:00 - 38 minutes - 26.2 MBJonathan Prevost of Stack Sports joins BizDev Jeff to talk about his journey with Stack and how he was able to manage a global remote staff- while working remote himself. Jon offers some amazing insight into processes, working with Filipinos and how he was able to maintain a staff from all areas of the globe. Definately one of our best podcasts to date. Not one to miss!
Ep. 4 How To Keep The Work Life Balance When Running A Startup -Interview With Marge Aviso CEO Of TeleworkPH
October 29, 2019 17:00 - 40 minutes - 27.8 MBMarge Aviso, founder and CEO of TeleworkPH joins BizDev Jeff to discuss what it is like running a startup while pregnant and the importance of maintaining the work life balance. She also offers advice to other women entrepreneurs who may find themselves in a similar situation and shares experiences of the steps she has taken to ensure her family life remains stable. Marge had many struggles early on. She talks about the fears she had to overcome as well as some of the passions she had to...
Ep. 3 Running A Successful Customer Support Department With Darrell Holiday Of Stack Sports
October 10, 2019 12:00 - 40 minutes - 27.7 MBDirector of Customer Support for Stack Sports, Darrell Holiday joins BizDev Jeff to discuss the ins and outs of running a successful customer/tech support and how outsourcing has played a major role in its success. You may have seen Stack sports in the news lately as they just recently acquired two new products Blue Sombrero and Affinity sports from Dick’s Sporting Goods. This acquisition now makes Stack Sports the leader in team and league management with the largest customer base on the p...
Ep.2 Is Outsourcing Evil?
October 01, 2019 23:00 - 26 minutes - 18 MBThere are many misconceptions about outsourcing. (Wait until you hear #3..its a shocker) Some people even think that outsourcing is evil. In ep.2 of TeleCastPH, Bizdev Jeff delves into these misconceptions and addresses some of the concerns many business owners and CEO's have when it comes to outsourcing. He presents facts and statistics from global studies conducted by Harvard University, The Cato Institute and MGI. Listen here to discover the value outsourcing can bring to your compan...
Ep. 1 An Introduction To TeleworkPH Outsourcing Solutions inc. And Our Mission To End Poverty
September 23, 2019 17:00 - 18 minutes - 12.8 MBHello and welcome one and all to the very first episode of TeleCastPH, the TeleworkPH outsourcing podcast with your host, BizDev Jeff. In today's episode you will learn about TeleworkPH located in Baliuag, Bulacan, Philippines and how outsourcing can bring value to your business. We are also discussing what to expect from future podcasts, our services and why we are the RuralBPO. I'll also explain about our mission to end poverty here in the Philippines and how you can get involved with that...