Brands know that outsourcing customer service can help them manage their core functions better. But is it always the right choice? Most brand managers are hesitant to entrust their services to an external provider for fear that it can take away the company’s unique identity. Indeed, outsourcing services are becoming highly commodified, especially because most […]
If you want to provide customers an omnichannel experience, don t rush the process. Otherwise, you may be doing more harm than good. In our highly advanced era, customers are leading multi-channel lives, hopping from one device to another for very specific purposes. Brands, meanwhile, face the challenge of fitting into and embracing the customer […]
Multilingual call centers support global brands throughout any challenge. Here are eight ways on how this empowerment is done. The digital age has opened up new avenues for businesses to tap into international markets and connect with a diverse array of customers. However, this expansion also brings unique challenges, especially when it comes to providing […]
Up to 1.2 million Filipinos are expected to be directly employed by business process outsourcing (BPO) companies this December 2015, according to the latest forecast of the IT and Business Process Association of the Philippines (IBPAP).
It’s an established notion that for customer service to be deemed successful, the business must be able to deliver what the customer requires. This is why first-contact resolution and other results-based metrics are strictly prioritized by Philippine call centers and customer care units of most companies. Problems should indeed be countered with an effective fix, […]
Legal processes are meant to be strictly between the company and their in-house legal team or law firm. But for the non-core tasks around those legal processes, many businesses are finding it beneficial to outsource to the Philippines or other offshore locations. Entrusting your non-core legal tasks to what you deem a reliable business process […]
