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The importance of first contact resolution in 24/7 call centers

First contact resolution (FCR) is a critical determinant of customer satisfaction in 24/7 call centers. Customers naturally like their issues to be resolved quickly in one call. In fact, it’s often a frustrating experience to have to call back for the same issue and repeat the details to a different person from another department. FCR […]

Must-know trends in IT inbound customer service training

As technology changes, so does inbound customer service. Whereas in the old times, customers need to talk face-to-face with a shopkeeper, today, all it takes to connect with a company is to pick up the phone or access the Internet. According to Business2Community, companies need to keep up with current trends and train their staff […]

Companies that outsource to the Philippines attracting overseas Pinoys

Brain drain used to be a major government concern, with many Filipino professionals leaving the country for more lucrative work abroad. However, foreign companies that outsource to the Philippines are now providing competitive opportunities that are attracting these overseas Filipino workers back to the country. In a recent session with reporters, the Information Technology and […]

Multilingual services: Why cultural competency matters

While language is business for call center companies offering multilingual services, it’s not the sole determinant for success. These companies also need to show deep cultural understanding to effectively reach out to a diverse market. Importance of culture to multilingual services Customers in different locations are separated by both a common tongue, and cultural background. […]

Customer service outsourcing: Following the Golden Rule

There is an endless list of dos and don ts in customer service outsourcing. It’s a favorite topic among business magazines and news portals, and related modern-day fiascos by companies are immediately discussed on social media sites. The truth is that everything about customer service can be summed up with the widely known concept of […]

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Open Access BPO
Open Access BPO1 hour ago
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Open Access BPO
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Open Access BPO
Open Access BPO6 days ago
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Open Access BPO1 week ago
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