NEW YORK CITY, US—Amidst the cloudy skies and the chilly autumn weather, four of the Philippine call center Open Access BPO’s representatives crossed the finish line alongside the 50,766 finishers of the prestigious TCS New York City Marathon 2017 last November 6. Leo Penas, Ma. Leonisa Cantos, Lizelle Barbosa, and Ezekiel Narcelles trekked 42 […]
While the Internet of Things has indeed brought accessibility and comfort to customers, it also brought uncertainty. With customers concerned with how their personal data is being used, customer trust is critically affected by how companies tackle data security worries in the mobile-first environment. This year’s celebration of the Customer Service Week was held in […]
MAKATI CITY, Philippines—Open Access BPO, an international multilingual call center based in the Philippines, is once again flying representatives to the world’s most prestigious marathon, the TCS New York City Marathon, to be held on November 5. Open Access BPO, in its second year as a major sponsor of cause-driven nonprofit Ryan’s Run, seeks to […]
What do Swiss army knives and messaging apps have in common? Both are multitools, though the latter ideally improves the customer experience. It was in the ’60s when theorist, professor, and author Marshall McLuhan predicted that we’d be living in an interconnected world. He envisioned it as the global village, an interactive, unified planet connected […]
Are you sure your gamification strategy will work? Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way to improve the quality of work life in the call center. By inserting game elements to the work, it combines work and play, ideally making […]
Outsourcing needn’t be confusing nor scary for startups. It just takes learning what processes you should let third-party companies handle. Starting a business from the ground up takes a lot of effort and budget. Not all startups have the resources or are backed by angel investors, and so they need to be careful with their […]
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 which might seem […]
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, […]
The adage Murphy’s Law states: “Anything that can go wrong will go wrong.” When service failure occurs, it’s important for your call center to know how to apologize to redeem the customer experience. It’s common for call centers to have a script. It’s an approximation of what a typical customer interaction would sound like, and […]
