All-around outsourcing firms like Open Access BPO expand by penetrating new markets such as the finance and accounting industry. Clients planning to outsource services under this trade must know the main end-to-end processes that offshore companies can help them handle. The financial services industry is one of the biggest markets that Philippine-based business process outsourcing […]
In business process outsourcing (BPO) firms like Open Access BPO, employees are the main asset while technologies only serve as supporting resources. Will robotic automation reverse this hierarchy any time soon?
What key performance indicators can you apply to a live chat support team? Let’s see some of the KPIs used by Open Access BPO’s non-voice customer service unit. A live chat support team is, in a manner of speaking, like a call center team— they both attend to chat customers and provide solutions to product-related […]
A customer relation management (CRM) software helps a company monitor and manage every interaction they have with existing and potential customers. While call center outsourcing firms mainly use this to organize their customer databases, CRM also helps telemarketing contact centers boost sales.
Most outsourcing deals nowadays happen between two parties headquartered in two locations that are very distant from each other. It is common for higher-cost territories to send out business processes like multilingual call center services to Asian countries where resources are more affordable. As there are language and location differences between the client and the […]
Average handle time (AHT) is a common and important metric in almost every Philippine call center because it can determine how efficient the agents are in solving problems and answering queries over the phone. While having a short AHT doesn t necessarily translate to successful resolutions, call centers try to keep the average low so […]
Every member of your online community has an important role in keeping your website free from unwanted content. The members’ adherence to your content moderation practices is a basic form of involvement they can give to maintain the quality of your website. However, it takes a more active approach to guarantee that everyone abides by […]
Customers have different expectations from the products they use and brands that provide them service. For instance, it would be rational for fast food diners to expect their meals to be served moments after their orders are places. Those who avail the services of a dressmaker, on the other hand, normally wait for their dresses […]
Most Philippine call center companies that provide inbound customer service solutions have additional features that address specific needs of their clients. These features may be included with the service package along with the basic telephone answering task, but some firms allow these to be altered or removed depending on the campaign scale or customer demands.