Category: Performance Management

Why Creativity Is Important in the Call Center

Every successful call center has a team that goes beyond the scripted responses and conventional methodologies. This is one area where creativity manifests itself. Call center creativity, in its truest form, refers to the ability to think outside the predefined parameters, offering unique solutions and strategies to cater to customer needs. The call center industry […]

Open Access BPO’s Leaders Undergo Six Sigma Training

MAKATI CITY, Philippines, October 2023 — In a strategic move aimed at enhancing both skills and operational efficiency, Open Access BPO, a prominent multinational call center, proudly reports the successful culmination of its leadership team’s Lean Six Sigma: White Belt training. “Open Access BPO wanted employees to apply the Lean Six Sigma principles of process […]

Open Access BPO launches employee leadership training program

Call centers in the Philippines understand the importance of employee enrichment initiatives in keeping employees happy, fulfilled, and motivated. As such, many of them establish training programs to help employees develop and enrich their skills to boost their confidence and progress in their chosen career paths. Multilingual call center Open Access BPO recently launched its […]

What can the EU’s new data security and privacy policy mean for call centers?

The European Union’s (EU) new data security and privacy directive seeks to improve how businesses, including call centers, handle vital and personal data of the trade bloc’s constituents. This presents implications on how contact centers should process an EU citizen’s personal information. In early 2016, the EU signed into law its new data protection policy, […]

Should you end your partnership with your current outsourcing service provider?

Outsourcing your business process can be detrimental to your company—if you chose the wrong solutions provider. You decided to outsource your customer support service. You want a company that can assure your customers that they’re in the right hands, without you draining much money. A solutions provider offers you an attractive offer that might seem […]

Best Practices in Implementing Gamification for Your Call Center

Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution. Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, […]

4 Unique ways to give your call center agent training a boost

Customer service training and performance assessment are the two most important pillars of high-quality support. Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not […]

Top 5 reasons why your customers don’t trust you

If you’re suffering from increasing customer churn rates, that’s an indication that you’re doing something wrong. In most cases, customers abandon brands they don’t trust. It may be due to underperformance, ineffective communication strategies, or lack of transparency. However, you need to pinpoint exactly why customers are leaving you. That way, you can come up […]

The Worst Enemies of Great Call Center Leadership

Effective leadership is the bedrock of success. A great call center leader possesses a unique blend of skills and qualities that empower them to guide their team towards excellence. However, there are certain things that can hinder the progress of even the most promising call center leadership. Today, we’ll learn about these adversaries, explore the […]

10 Common Causes of Tension Between Call Center Employees

A call center is typically made up of professionals coming from different cultures or backgrounds. Each employee is likely to have differing workplace habits and values, all of which can result in conflicts. It’s important to resolve any form of disagreement between and among employees before it escalates into a full-blown chaos. An unhealthy workplace […]

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Open Access BPO 2 days ago
Building an expert team of #CustomerService reps can be challenging for any #CallCenter recruiter.

Some of the challenges they face when when hiring include:
• inability to attract applicants;
• limited talent pool;
• shortage of qualified candidates; and
• inefficient recruitment process.

Here's how Open Access BPO's robust recruitment strategies overcome these challenges to find the most qualified #CustomerSupport agents: https://buff.ly/4aeV3uU

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Get skilled talents when you partner with one of the most trusted BPO firms: https://buff.ly/3TiM30L

#WeSpeakYourLanguage
Open Access BPO 3 days ago
Brands and #CallCenters can improve their defenses, but cybercriminals will continue to develop more sophisticated attacks.

𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 #𝐈𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧𝐒𝐞𝐜𝐮𝐫𝐢𝐭𝐲 𝐩𝐫𝐞𝐝𝐢𝐜𝐭𝐢𝐨𝐧𝐬 𝐭𝐨 𝐚𝐧𝐭𝐢𝐜𝐢𝐩𝐚𝐭𝐞 𝐭𝐡𝐢𝐬 𝐲𝐞𝐚𝐫: https://buff.ly/4adk2Pe

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Only trust an outsourcing firm with a robust #InfoSec aimed to protect you and your customers: https://buff.ly/3v2IALU

#WeSpeakYourLanguage
#DataSecurity
Open Access BPO 4 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter,

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/48Toe5q

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Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/3TjYjOu

#WeSpeakYourLanugage
#PhilippineCallCenters #disasterpreparedness
#businessresilience #riskmanagement #crisismanagement
Open Access BPO 4 days ago
Online retailers are losing a huge chunk of their earnings to fraudsters. How can you protect your brand from this threat?

Start by identifying the kinds of fraud that threaten online businesses: https://buff.ly/3VbwScr

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Partner only with an #outsourcing brand that prioritizes your #DataSecurity: https://buff.ly/3VhEXwi

#WeSpeakYourLanguage
#InformationSecurity #DataSecurity #ecommerce
Open Access BPO 5 days ago
Among other benefits, content moderators review user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3Iyh6kn

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Work with our content experts to build a community where everyone feels heard and protected: https://buff.ly/3IwqS6y

#WeSpeakYourLanguage
Open Access BPO 7 days ago
Nothing is constant in #CustomerExperience.

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗻𝗲𝗲𝗱𝘀, 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀, 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿 𝘁𝗿𝗲𝗻𝗱𝘀 𝘄𝗶𝗹𝗹 𝗮𝗹𝘄𝗮𝘆𝘀 𝗰𝗵𝗮𝗻𝗴𝗲, 𝗮𝗻𝗱 𝘀𝗼 𝘀𝗵𝗼𝘂𝗹𝗱 𝘆𝗼𝘂𝗿 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀, 𝘁𝗼𝗼𝗹𝘀, 𝗮𝗻𝗱 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵.

Don't wait for your consumer base to grow or even wither before you update your #CustomerSupport strategy.

Here are 4 signs that your #CustomerService action plans need an upgrade: https://buff.ly/3TawRmu

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Provide your customers with excellent #ConsumerExperience from one of today's trusted multilingual #CX experts: https://buff.ly/3vfIuAp

#WeSpeakYourLanguage
Open Access BPO