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How can a call center in the Philippines practice time management?

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The task of managing time wisely is a continuous challenge for call center managers in maintaining the agents’ efficiency and productivity. Open Access BPO explains how you can effectively design a timetable both for your call center operations. Continue Reading

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4 Ways to manage cultural diversity in your call center

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Cultural diversity can create barriers among call center employees. Open Access BPO, a leading provider of inbound customer service in the Philippines, explains how call center managers can handle cultural diversity in local call centers, especially with the increasing number of foreign employees joining the outsourcing workforce. Continue Reading

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Communication barriers that hurt call center efficiency

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What can hinder your call center agents from listening attentively to customers over the phone? Open Access BPO, a leading call center company in the Philippines, lists down some common communication barriers in call centers that may have a negative impact on your customer service. Continue Reading

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What industries commonly outsource to Philippine call centers?

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Open Access BPO lists some of the industries that commonly outsource voice services to the Philippines. If your business is under these sectors, you may want to consider employing the services of an outsourcing company. Continue Reading

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What makes a good call center supervisor?

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The success of a team is heavily dependent on the quality of leadership that fuels it. For outsourcing clients, the leaders managing their team in a call center in the Philippines are expected to be effective in motivating their agents. Open Access BPO explains what different qualities are expected from call center supervisors. Continue Reading

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Why some call centers fail in training agents

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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

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24/7 call center tips: How night shift agents can stay healthy

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Given the 24/7 operation hours, it’s common for call center agents to face various health concerns— especially those working the graveyard shift. Open Access BPO offers a handful of tips to help call center agents avoid health detriments at work. Continue Reading

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What customers expect from a Philippine call center

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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.

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Why a Philippine call center should boost employee satisfaction

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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

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