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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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Complaint handling tips for Philippine call center agents

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It’s never easy to receive complaint calls from disappointed customers. But a great customer service representative can find ways to turn the situation around. What Philippine call center agents should remember is that complaint calls can serve as opportunities not only to exercise call handling skills, but also to prove to customers that their satisfaction towards their experience with the brand is given much importance. Continue Reading

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