Category: Performance Management

Why agent journey mapping matters in customer service

Mapping the customer’s journey is important, but did you know that agent journey mapping is also a thing? Discover why it matters here. Delivering exceptional customer experiences requires a deep understanding of the customer journey. However, it is equally important to consider the journey of the agents who provide that service. This is where agent […]

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 managementโ€”which is the primary role of leadersโ€”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 […]

4 Tips for building a more collaborative call center

If your call center rewards employees’ individual achievements more than team success, it’s time to take a step back and re-evaluate your workplace engagement techniques. As productivity-driven companies, most contact centers encourage agent productivity by rewarding individual employees’ exemplary performance. Agents are asked to end calls within a set time limit, handle an x number […]

The Importance of Emotional Intelligence in Call Centers

Although the idea of emotional intelligence is relatively new, it has already been embraced by organizations across industriesโ€”including call centers. Call centers stand at the forefront of customer service interactions. Day in and day out, agents handle a wide array of customer inquiries, issues, and emotions. While the focus is often on efficiency and problem-solving, […]

5 Traits of Abusive Customers You Shouldn’t Tolerate

In dealing with difficult customers, how much is too much? Here’s how to handle abusive customers in the call center. As a call center leader, you understand the significance of providing exceptional customer service to build positive relationships with your clientele. However, the unfortunate reality is that not all customers will treat your staff with […]

Business tip: Don’t avoid failures; make the most of them

Making mistakes is part of being human. We’re all flawed. We all make illogical decisions. And we’re aware of this, at least at a theoretical level. But why are so many of us still trying to shirk our innate tendency to be wrong as though our lives depended on it? Entrepreneurs are especially prone to […]

4 General Types of Skills All Contact Center Reps Must Learn

As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance. Documenting, categorizing, and managing your staff’s skills are highly abstract and complex human resource processes. So it’s not surprising that many companies skip these activities. When done correctly, however, they can be beneficial […]

The Types of Customer Support Reps You Should Watch Out For

The only way to build a high-performing call center is to recruit the right employees who possess the attitudes and skills that suit your company culture. Your customer support reps play a crucial role in ensuring that you can achieve your organizational goals and stick to your standards of excellent performance. You should thus be […]

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Open Access BPO 3 days ago
Open Access BPO Taipei celebrated a decade of growth and success with a party event at the ILLUME Taipei Hotel.

The evening showcased our strong company culture, with games, delicious food, and a festive atmosphere.
We're proud of our team and excited for what the future holds!

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 3 days ago
๐——๐—ฟ๐—ผ๐—ฝ ๐—œ๐˜ ๐—Ÿ๐—ถ๐—ธ๐—ฒ ๐—œ๐˜'๐˜€ ๐—›๐—ผ๐˜: ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ช๐—ฒ๐—ถ๐—ด๐—ต๐˜ ๐—Ÿ๐—ผ๐˜€๐˜€ ๐—–๐—ต๐—ฎ๐—น๐—น๐—ฒ๐—ป๐—ด๐—ฒ ๐—–๐—ฟ๐—ผ๐˜„๐—ป๐˜€ ๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป๐˜€

The Open Access BPO's weight loss challenge has officially come to a close after a successful three-month run.

The program, which included wellness sessions and regular weigh-ins, culminated in an awards ceremony celebrating the incredible achievements of our participants.

We're thrilled to announce and congratulate the five champions from our Manila and Davao offices who demonstrated remarkable dedication and commitment to their health and wellness journeys.

Open Access BPO is committed to employee well-being, and this weight loss challenge is a prime example. We regularly offer activities and programs like this to support our employees' personal and professional growth, fostering a healthy and supportive work environment.

We're proud of all participants and look forward to continuing to support their wellness journeys.

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#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 4 days ago
This February, Open Access BPO joins the world in celebrating ๐—•๐—น๐—ฎ๐—ฐ๐—ธ ๐—›๐—ถ๐˜€๐˜๐—ผ๐—ฟ๐˜† ๐— ๐—ผ๐—ป๐˜๐—ต.

We recognize the vital contributions of African-Americans who have shaped our world.

It's also a call for us all to learn from history, amplify Black voices, and take action against systemic racism.

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#BlackHistoryMonth #BHM2025
#OABPOonBHM #BHM
Open Access BPO 5 days ago
Bringing people together, celebrating achievements, and building momentum for their 10th anniversary is the real highlight of ๐—ช๐—ฎ๐—ป๐—ฑ๐—ฒ๐—ฟ๐—น๐˜‚๐˜€๐˜ ๐—•๐—น๐—ถ๐˜€๐˜€: ๐˜๐—ต๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ž๐—ถ๐—ฐ๐—ธ๐—ผ๐—ณ๐—ณ ๐—ฃ๐—ฎ๐—ฟ๐˜๐˜†.

We're looking forward to being stronger together with our Davao teammates for another decade, but for now, here's a look back at what happened in last week's party: https://buff.ly/3CK1vyM

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
Open Access BPO 10 days ago
The Davao leg of our ๐—ช๐—ฎ๐—ป๐—ฑ๐—ฒ๐—ฟ๐—น๐˜‚๐˜€๐˜ ๐—•๐—น๐—ถ๐˜€๐˜€: ๐˜๐—ต๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ž๐—ถ๐—ฐ๐—ธ๐—ผ๐—ณ๐—ณ ๐—ฃ๐—ฎ๐—ฟ๐˜๐˜† over the weekend was a celebration of what lies ahead: a shared vision of unforgettable moments and a reflection of our collective drive to succeed in every challenge 2025 has in store.

Thank you to everyone who joined us at the Acacia Hotel Davao for an evening of inspiration and celebration. Here's to a year of new opportunities and achievements!

Let's take a look back at last weekend's party.

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 11 days ago
Customers trust and engage more with reliable, knowledgeable, and clear communicators.

That's why businesses need #CallCenters that constantly refine their communication strategies and have #CustomerExperience experts to heighten customer trust.

Avoid these weak expressions that can undermine your team's effectiveness: https://buff.ly/4hhfyLc

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For exceptional #CustomerSupport delivered by a trusted #CX expert, contact us today: https://buff.ly/3Q3mnEb

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#CustomerService #CSAT
#outsourcing #CustomerSatisfaction