Should customer support providers implement strict employee regulations to raise productivity, or is this an obsolete and counterproductive mentality? Some call centers believe that all agents must conform to a set of expectations: strict dress codes, fixed timetables, and inflexible protocols. Others go as far as limiting employees’ bathroom breaks and discouraging agents from chatting […]
Monitoring call center shrinkage will allow you to optimize agents’ scheduling for increased productivity. Agents are the most important resource of call centers. Although automated solutions already exist, nothing can match the quality of work real people can deliver, especially when it comes to customer service. To stay on top of massive amounts of customer […]
The fact that consumers’ expectations are evolving more rapidly than ever means contact centers can’t afford to slack off. But what if your internal company practices are impeding agents’ productivity?
Having a monotonous type of work can cause one to lose productivity, which is a common hindrance to cubicle dwellers including Philippine call center agents.
Workplace diversity has now become a norm rather than a novelty. Surveys done by management consulting firm McKinsey show there are significant benefits in embracing it beyond lip service. Internally, diversity and inclusion (D&I) programs promote employee satisfaction and retention, ignite creativity, and broaden knowledge across the board. These programs are critical in solving diversity […]
Davao has long been recognized as a major global city in the Philippines. Its economic strength, agile technical capabilities, progressive city infrastructures, and population of qualified professionals make it a sustainable location for offshore investments. Local organizations and foreign analysts frequently recognize Davao’s attractiveness for business process outsourcing (BPO) and call center operations. Open Access […]
Open Access BPO provides competitive solutions for offshore redundancy. With redundancy, you benefit from seamless 24/7 contact center services for your business and your customers, unaffected by events that threaten your operations. Events like the current COVID-19 pandemic, highlight just how imperative business continuity is. In March 2020, asset management firm Mercer reported that more […]
Open Access BPO’s business continuity planning strategies have ensured our operational resilience, enabling us to provide seamless 24/7 outsourcing solutions during the pandemic. The drastic changes brought by COVID-19 inadvertently highlighted the cracks in many companies’ disaster preparedness strategies. A study by human resource consulting firm Mercer says that over half of businesses worldwide weren’t […]
Self-care is everyone’s personal responsibility. Ensuring it involves taking on activities that help maintain their health and well-being, enabling them to prevent and manage illnesses caused by an unhealthy lifestyle. Between an employee’s responsibilities at work and at home, however, maintaining a balance and fully taking care of one’s self can be challenging. This is […]
