Some angry people call contact centers to vent, while others threaten to get what they want. How should CSRs face these customers? Open Access BPO advises how each type of angry customer should be treated.
Some angry people call contact centers to vent, while others threaten to get what they want. How should CSRs face these customers? Open Access BPO advises how each type of angry customer should be treated.
How much authority should you grant your outsourced call center agents? Open Access BPO shares insights that could help you choose the right level of trust that you can put on your employees.
The outsourcing industry owes much of its growth to the Generation Y, which mainly makes up the call center workforce. However, retaining millennials remains to be a challenge for most companies. Open Access BPO shares some tips on how to maximize the tenure of young professionals in the industry.
Should banks and healthcare providers handle sensitive customer information on social networks? Open Access BPO explains why call center support services should remain as the main channel for handling certain cases. The emergence of the multi-channeling trend has enabled companies to deliver customer service through any channel available today. This was largely brought by the […]
How can you tell if a call center is prepared for the unexpected? Open Access BPO lists preventive practices that customer support outsourcing firms must have aside from their recovery plans. It’s customary for customer support call center firms to include disaster recovery and business continuity plans (BCP) in the business solution packages that they […]
This year s Internet Trend Report is out, and it has findings that could make you rethink that way you do business online. Open Access BPO highlights some of the key trends to help you build a stronger digital marketing strategy. Venture capitalist and Kleiner Perkins Caufield & Byers partner, Mary Meeker, has released the […]
A survey revealed that small businesses outsource call center support services as a means of keeping up the company’s technology needs. Open Access BPO gathers more key findings to show the current technology trend among growing companies.
The Philippines has found its niche in the gaming solutions industry. Open Access BPO enumerates the call center outsourcing services that Philippine-based firms handle for foreign video game producers. The interactive entertainment industry is a booming market that has been tapping the outsourcing sect to aid companies with their game development and gamer support needs. […]
Call center metrics and KPIs are used interchangeably, but did you know that there’s a key difference between them? Read more to find out. Distinguishing between call center metrics and key performance indicators (KPIs) is crucial for effective operational evaluation in outsourcing firms. Although these terms are often used interchangeably, they carry subtle distinctions that […]