Agent training is an important responsibility that call center managers must perform effectively in order to produce an excellent workforce. Open Access BPO explains how some training practices can lead to undesirable outcomes. Continue Reading
All businesses benefit from having their client, management, and employee goals aligned. Premiere outsourcing company in the Philippines, Open Access BPO, explores some of these benefits.
Goal alignment, whether between business partners or within coworkers, has undeniableRead more
Every time a customer contacts a representative regarding a product-related problem, the one thing that is always expected from a call center agent is a prompt and effective resolution. Any type of delay or inefficiency can be frustrating to the customer. Hence, a Philippine call center must address customer issues with genuine and top-of-the-line assistance if it wants to build an image of quality customer service.
Making sure that employees remain happy and satisfied with their work is a very important aspect that is sometimes overlooked by call centers. Managing the level of satisfaction of each employee can help a Philippine call center improve its agents’ job performance, leading to overall effectiveness of its customer service delivery. Continue Reading
It’s never easy to receive complaint calls from disappointed customers. But a great customer service representative can find ways to turn the situation around. What Philippine call center agents should remember is that complaint calls can serve as opportunities not only to exercise call handling skills, but also to prove to customers that their satisfaction towards their experience with the brand is given much importance. Continue Reading
India's call center industry is currently facing a serious loss, as 70% of its call center market transferred operations to its biggest competitor, the Philippines. An Indian business group reported that India will lose USD 30 billion of foreign exchange earnings after call centersRead more
Giving the consumers the best assistance and service is the goal of every customer service representative (CSR). Every call center in the Philippines must invest in training CSRs to make sure they can resolve the concerns of the customers with the use of call handling techniquesRead more
Every call center in the Philippines invests on effective agent training to ensure the success of their customer service initiatives. This is because they understand that it all stems from the quality of learning that extends from the new hire training up to the actual productionRead more
Distractions are no light matter in an outsourcing business, especially for a call center in the Philippines. And among these distractions, background noise is the most inevitable, perhaps the most difficult to eradicate.
In fact, a market research conducted by uSamp statedRead more