As we all prepare to welcome the new year, here is a list of what I think may happen and some personal wishes for businesses and consumers alike within the Philippines.

Local Call Centers to Improve their Service
We’ve had our own taste of bad and good customer service from local call centers.  Whether it be for food deliveries, online banking transactions, or internet technical support, I’m hoping that processes within these centers be streamlined and representatives focus on the customer’s needs.

I’ve noticed that a lot are still dependent on spiels or scripts to assist the customers.  They could be beneficial for a new representative but I’m hoping that the veterans talk to customers as if they were human beings.  A real conversation and genuine concern for the customer is key to its success.

Another recommendation is to have analytics within these centers.  By knowing what is going on based on the feedback of customers comparing it to sales and customer loyalty through the call centers, they may just save more businesses along the way. This will change how consumers will treat representatives as well.

Feedback Mechanism Follow Through
I’ve seen a trend in providing a feedback mechanism through surveys with the use of standard written flyers and text messaging. The question now is whether this is being used to improve its services or even address individual customer issues. It’s easy to implement these mechanisms, but if the data is only being filed without providing any action, then it’s merely a PR campaign.

Businesses should follow through and act fast.  Implement changes.  I urge customers to be more active in providing feedback. Pick up a flyer and spend a few minutes to answer the survey.

Keep Communication Lines Open
Technology has provided us the means to communicate with our customers and vice versa.  Social media is a powerful tool. Use it. Be available to your customers. Keep them informed.  Customers should also use the same tools.  A word of caution though, don’t abuse it.

With that, I wish everyone a great year ahead!  Welcome 2010!

Photo courtesy of Elena London’s Flickr Photostream.