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The 4 biggest call center trends you should embrace

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Advanced technologies are changing the way brands and consumers connect with each other. Aside from improving the quality of customer support, these innovations increase companies’ productivity and efficiency. Continue Reading

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Call center office design ideas to boost productivity

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Today’s call centers must look closely at what could be influencing their performance so they can make the most out of their resources. One of the most neglected factors that influence employee productivity is office design. Continue Reading

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7 Actionable tips for a friendly customer service

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Call center agents who deliver great service have one thing in common: they’re genuinely friendly to customers. Their sincerity lets them view the customers as the sole focus of their job and that allows them to appreciate the fact that they’ve chosen their brand above all the others. This kind of attitude is the foundation of a service that persuades customers to return for more purchases. Continue Reading

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10 Call handling tips to reduce repeat contacts

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Repeat contacts are an obvious sign of ineffective customer service. Aside from incurring extra costs, repeat calls would require you to spend a lot of time relaying the same information over and over to the same customers. If left unchecked, this can result in a rapid decline in productivity and more dissatisfied customers. Continue Reading

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Ways to provide good customer service during the holidays

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The holidays are important times of the year that contact centers need to gear up for. During these times, sudden spikes in calls commonly are to be expected, mostly from customers calling in to make last-minute purchases or inquiries and concerns about the products they’ve already bought. At the same time, the holidays can be quite challenging for contact centers, as their employees will most likely be on a constant battle for utmost productivity against the generally festive and vacation vibe this season brings. Continue Reading

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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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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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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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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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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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