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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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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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7 Effective ways to improve your call center agents’ listening skills

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The first step in keeping customers satisfied is by providing exceptional customer service. This is only possible when agents are equipped with exceptional communication skills including effective listening skills. Open Access BPO explores various ways that can help call centers in improving their representatives’ listening skills. 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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Building the right script for telemarketing call center agents

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Telemarketing companies make use of different strategies that can guarantee positive interaction between agents and customers. Open Access BPO, a call center company in the Philippines, explains how agent scripts can be a game changer in the telemarketing arena. Continue Reading

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