Category: Performance Management

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 […]

5 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 […]

10 Common causes of tension between call center employees

A call center is typically made up of professionals coming from different cultures or backgrounds. Thus, they’re likely to have differing workplace habits and values, all of which can result to 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 may […]

Why agent journey mapping matters in customer service

For sure, you’ve heard about customer journey mapping, but what about agent journey mapping? The agent’s journey refers to the series of processes or steps that employees go through when delivering customer service or performing other tasks. It’s an area that’s often overlooked when companies assess the customer experience. Typically, call centers would only focus […]

10 Skills customer service team leaders must have

If you’re not training your newly promoted team leaders, you may just be setting them up to fail. Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role.

Can incentive plans really boost employee engagement?

To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement? Rewarding high-performing employees with extra cash or a higher pay is one of the most common engagement tactics that companies employ. It’s especially common among customer […]

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