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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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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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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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How to optimize the physical layout of your Philippine call center

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There are several things that can influence a call center’s productivity. Its physical layout is one of these. Open Access BPO, a California-based outsourcing firm with a Philippine call center operations facilities, explains how you can optimize your call center’s office design to boost your agents’ efficiency. Continue Reading

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3 Misconceptions about Philippine call center outsourcing demystified

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It’s normal for businesses to have varying opinions about outsourcing to offshore call centers. But some of these claims are based on misconceptions or poor understanding of the outsourcing concept. Open Access BPO lists down three myths about outsourcing that you should be aware of. Continue Reading

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Why a Philippine call center should not focus too much on AHT

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Is your call center using average handle time as the sole measurement of agent performance? Open Access BPO explains the harms of giving too much priority to this call center metric. 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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