How do you ensure high employee performance in Philippine call centers?

OABPO Blog Team Published on October 10, 2013
male-call-center-agent

Outsourcing is a commonly used strategy to reduce the cost and workload of your in-house team. But how can you ensure that the employees of Philippine call centers will give 100% in the workplace?
Normally, most call centers will give you performance reports, but that is simply not enough to ensure the quality your customers deserve. ย  In order to optimize the results of your offshoring efforts, you must take a more hands-on approach to ensure that the staff meets your standards.

Performance reports

Offshore firms customarily provide performance reports to clients. Depending on the type of business, these may be given daily, weekly, monthly, or quarterly. Performance reports include employee evaluations, and details the strengths and weaknesses of processes in the workplace.

There are many ways to assess performance. For customer service representatives, performance is measured through call center metrics, such as customer satisfaction rates, and average handle times, among many others. These performance metrics can give you insights on how well agents handle calls and resolve issues for customer satisfaction.

Manage accordingly

It can be challenging to rely solely on the project manager to know how your Philippine call center team is doing. You should take a more proactive approach and maintain an open line of communication with your outsourced employees. Reach out to your team, particularly at the start of the project, and share your visions and goals. Ask them about the project and provide direct feedback on their work, whether positive or negative.

Communication can also build rapport and make them feel that they are a part of your business, and can inspire them to work together to attain goals.
Aside from keeping lines of communication open, you can also use project management tools. These tools range from simple email and voice over

Internet protocol (VoIP) applications to fully structured collaborative platforms for monitoring the project’s progress.
Project management platforms can help organize work routines and provide a real-time update on tasks. There are also online tracking tools designed for monitoring web activity and ensuring that employees stay productive during office hours.

At the end of the day, you must take part in managing your offshore team to guarantee the standards reflect your vision and your clients’ needs. Implementing your firm’s protocol, policy, and training standards should be the forefront of your outsourcing agenda.

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Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

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Open Access BPO 14 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

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