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How important is first call resolution to a Philippine call center?

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One of the metrics commonly used by contact centers is first contact resolution. Open Access BPO explains why this key performance indicator is a reliable assessment tool that can bring several benefits to a call center. Continue Reading

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Why are businesses outsourcing online content moderation?

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Along with the immense growth of social media, content moderation has also been gaining popularity. Open Access BPO explains why a lot of website owners are partnering with offshore content moderators just to keep their websites protected. Continue Reading

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3 Ways a Philippine call center can reduce customer hold time

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Prolonged hold times can lead to high call abandonment rates, which can also translate to inefficiency and poor customer service. Open Access BPO explains how your call center can reduce hold times for your customers. Continue Reading

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