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Call center management tips for a stress-free workplace

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Call center jobs are perceived to be among the most stressful careers. Agents working in customer service campaigns are tasked to talk to clients for long periods every day, find solutions to problems, and handle irate callers. The most difficult part is that they have to execute all these tasks without showing any sign of stress or frustration. Continue Reading

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4 IVR system customization tips for better customer experience

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Every contact center commonly has interactive voice response (IVR) systems set up to handle and route incoming calls. Since it provides callers with their initial interaction with a brand’s customer support services, IVR systems can set the tone of the entire customer experience. As such, optimizing its settings for smooth and efficient call routing should always be a priority. Continue Reading

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5 Daily tasks of every successful contact center team leader

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As the head of a contact center team, one of your responsibilities is to keep your agents well motivated to hit the targets set by the company and its clients. Here, your leadership skills and the team management strategies that you implement both affect how you achieve your team’s set goals. Continue Reading

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Inbound customer support tip: Shorten hold times to avoid frustration

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Placing customers on hold is a common practice among call centers that handle inbound customer support. It’s usually done by call center agents when the issues or concerns being presented by the customers require multiple and time-consuming actions or escalation to other departments. Continue Reading

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Agent qualities that ensure great call center phone etiquette

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Unlike what many people may think, the job of a customer service representative not as easy as it seems. Along with the daily tasks of having to answer calls and respond to emails, they also need to contend with angry customers with unreasonable demands. Continue Reading

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What makes a good outbound sales agent?

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Making cold calls is one of many challenging tasks that outbound telemarketing agents commonly face. It’s when agents are tasked to make calls to people who don’t have previous engagements with the company and its products for the purpose of generating leads or sales. Given that you might be calling people who have never heard of your company, this job requires individuals who have strong sales skills to communicate, sell, and close a deal. Continue Reading

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Going back to basics: How call center agents can establish rapport

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A positive interaction between customers and call center agents is built on mutual trust. Open Access BPO explains how agents can easily direct conversations with customers to where they want them to go. Continue Reading

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How gamification can transform your call center in 2015

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How your agents see their work and the people they work with matters to the success of your call center. Open Access BPO explains how gamification, a rising call center trend, can transform your workforce into a pool of customer service champions. Continue Reading

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5 Software features that can boost your call center’s productivity

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Since your partnering call center is in the frontline of customer engagement, it must possess the necessary tools that can impress your customers. Open Access BPO lists down five modern software solutions that your outsourcing provider must have. Continue Reading

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4 Indicators that your outsourcing provider has a good reputation

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For you to be confident that you are doing the right steps in outsourcing to a call center, you must know how to choose the right provider to partner with. Open Access BPO explains how you can scrutinize a call center’s reputation. Continue Reading

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