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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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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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How sales representatives should handle rejections

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How can a sales agent cope with the frustration of losing a potential customer? Open Access BPO explains how sales rejection can effectively be dealt with. Continue Reading

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Steps in establishing performance goals for call center agents

Steps in establishing performance goals for call center agents- Open Access BPO

Ensuring that your call center agents are performing their best is one managerial task that requires careful planning. Open Access BPO gives a step-by-step procedure on how you can come up with performance goals that can motivate your agents to become more productive. Continue Reading

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7 Causes of job burnout among Philippine call center agents

7 Causes of job burnout among Philippine call center agents- Open Access BPO

Call center agents are prone to experiencing stress because of the nature of their job. In order to help them, managers must know what contributes to their stress. Open Access BPO lists down seven common causes of burnout in the call center. Continue Reading

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5 Ways you can make your agents better problem solvers

5 Ways you can make your agents better problem solvers- Open Access BPO

The best way for your call center to offer exceptional customer service is by training your agents to be excellent in providing solutions to customer problems. Open Access BPO explains how you can transform your workforce into an expert team of problem solvers. Continue Reading

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How Philippine call center agents can maintain a happy social life

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Call center agents, especially those working on a night shift, may find it hard to maintain a healthy social life because of their work schedule. Open Access BPO gives some tips on how social interactions and quality bonding with family and friends can still be enjoyed even if you are a call center agent. Continue Reading

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How call center agents handle conflicts with customers

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Angry customers can be a challenge to call center agents. If they don’t know how to respond properly in critical situations, conflicts may arise. Open Access BPO explains how agents can effectively handle complaint calls from customers. Continue Reading

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