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4 IVR system customization tips for better customer experience

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Every contact center commonly has interactive voice response (IVR) systems set up to handle and route incoming calls. Since it provides callers with their initial interaction with a brand’s customer support services, IVR systems can set the tone of the entire customer experience. As such, optimizing its settings for smooth and efficient call routing should always be a priority. 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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Inbound customer support tip: Shorten hold times to avoid frustration

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Placing customers on hold is a common practice among call centers that handle inbound customer support. It’s usually done by call center agents when the issues or concerns being presented by the customers require multiple and time-consuming actions or escalation to other departments. 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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5 Software features that can boost your call center’s productivity

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Since your partnering call center is in the frontline of customer engagement, it must possess the necessary tools that can impress your customers. Open Access BPO lists down five modern software solutions that your outsourcing provider must have. 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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Why are businesses outsourcing online content moderation?

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Along with the immense growth of social media, content moderation has also been gaining popularity. Open Access BPO explains why a lot of website owners are partnering with offshore content moderators just to keep their websites protected. 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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