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Is outsourcing customer service cheaper than keeping it in-house?

Since the 1990s, many companies have been outsourcing their customer service functions instead of keeping an in-house department. There are many reasons for this, but it’s safe to say that one of the most important reasons is cost savings: having an outsourced team of customer service representatives is considerably less expensive than operating in-house. How […]

How Philippine call centers should manage employees

One of the reasons companies bank on Philippine call centers is the Filipinos’ widely known cultural affinity with the West. While this is generally true, Filipino employees still have cultural peculiarities and value that company’s management teams need to be aware of and understand to optimize their workforce’s capability and productivity. What are the things […]

The benefits of outsourcing: How outsourcing saves businesses money

From startups and small businesses to Fortune 500 industry giants, corporations around the world are tapping offshore locations to take advantage of the many benefits of outsourcing. One of these includes saving businesses money.   Doing away with additional expenses Due to differences in currency, prime outsourcing locations offer cheaper wages to their employees. However, […]

Why 24/7 call center companies should embrace new technologies

As technology marches on, it’s vital for 24/7 call center companies to keep updated with the latest practices and solutions in the outsourcing industry. Implementing new and upcoming technology solutions can prove to be highly beneficial in smoothing any existing kinks and improving processes.

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 […]

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Open Access BPO
Open Access BPO1 day ago
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Open Access BPO
Open Access BPO2 days ago
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Open Access BPO4 days ago
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