Customer feedback is among the most valuable bits of information that a contact center should collect. In fact, clients should include effective feedback gathering methods as one of the criteria a vendor must possess before they consider outsourcing to a call center in the Philippines or any top outsourcing destination. This is because the capability […]
Contact centers in the Philippines use quality assurance (QA) methods to ensure that the services they deliver are of top-caliber. The methods can vary from firm to firm, and each company may develop a QA strategy that’s unique to their clients, business model, or approach. There are, however, time-tested methods that any call center can […]
When you take customer engagement to social media, you probably have one aim in mind: to get your posts shared. It s the purpose of most social networks in the first place, and social sharing is also what makes brands thrive online. The more people share your posts, the better exposure you get from the […]
It s common for some firms offering call center outsourcing services to tie customer retention to employee performance. Does this practice really help boost loyalty, or can it cause serious detriments in the long run? You’ve probably heard of the latest viral example of how customer service should never be done. In case you missed […]
It seems that almost every type of business today avails call center outsourcing services not just to cut costs but also to streamline their operations. Industries that commonly outsource voice solutions are those that thrive on the satisfaction of their massive consumer base—companies under the retail, finance, and telecommunications trades. Like these businesses, social and […]
If there’s anything customers hate the most about getting in touch with a phone representative, it’s being put on hold. Various studies and surveys have already provided proof of how the phrase “please hold” could send customer satisfaction levels down and the callers’ temper up. This can even affect the abandonment rate of calls, according […]
Every contact center in the Philippines needs quality assurance not just for employee performance, but also for separating excellent hires from unqualified candidates. For recruiters to execute this role fully, they need to apply customer service principles in their hiring practice.
Outsourcing and offshoring are often interchanged because they are essentially the same: both activities entail the transfer of a company’s business function to a remote operations site. Despite being largely similar, there are certain traits that make outsourcing and offshoring different but associated with each other. Then how do they differ? The following key areas […]
E-mail marketing is a strategy used by most businesses to establish strong communication lines with customers. Open Access BPO, a leading provider of call center outsourcing services, explains how you can secure a winning e-mail marketing campaign for your business.