Tag: performance management

4 Unique ways to give your call center agent training a boost

Customer service training and performance assessment are the two most important pillars of high-quality support. Many call centers spend a huge portion of their budget to improve their employees’ skills. They create and implement their own customer support training programs specially tailored to their agents’ needs. While these may be effective, they alone may not […]

Can incentive plans really boost employee engagement?

To keep productivity levels high, many call centers implement a performance-based incentive system, allowing them to identify and reward their top agents. Can this technique really boost employee engagement? Rewarding high-performing employees with extra cash or a higher pay is one of the most common engagement tactics that companies employ. It’s especially common among customer […]

5 Types of High-Performing Customer Support Agents

Having a diverse team of customer support agents is highly beneficial to a business. But let’s talk about the variety of high-performing ones. Customer support agents play a critical role in delivering exceptional experiences. They are the frontline representatives who handle customer inquiries, resolve issues, and uphold the reputation of a company. However, not all […]

5 Critical Resources Your Customer Support Representatives Must Have Access To

Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. Learning how to improve customer service also means allowing your team to access certain resources. Find out what these are here. As a business owner or manager, you understand the importance of delivering exceptional […]

7 Types of Employees You’ll Meet in the Contact Center

Behind every successful contact center lies a diverse and dedicated workforce that keeps the wheels of customer service turning. Within these bustling hubs of communication, you’ll encounter a fascinating array of individuals, each contributing their unique skills and characteristics to the overall operation. And while these groups of people may have the same type of […]

Helping your call center agents break their bad habits

Bad work habits can seriously damage your team’s productivity and engagement. How can you help agents break these negative practices? Upon spotting employees’ counterproductive habits, most managers immediately confront them and tell them off. More often, however, this isn’t enough to shake away people’s stubborn behaviors. But why are habits so hard to break?

5 Goal-setting tips for customer service managers

The new year is always a good time to set new customer service goals and resolutions. During this time, most companies review their performance from the previous year and overhaul their business plan. So customer relations experts and business managers can’t afford to give in to the holiday hangover at this time of the year. […]

4 Call center practices that stifle agents’ creativity

A call center that fosters creativity among its agents will be able to enhance the customer experience in ways no other organization can. Think about the world’s biggest names when it comes to customer service, including Zappos, Starbucks, and Amazon. These brands have one thing in common: they focus on promoting creativity and independence among […]

How Can Call Centers Recover From Bad Performance Reviews?

Call centers always try to perform at their best, but bad performance reviews still happen from time to time. Check out some recovery measures here. The success of your call center partner directly impacts your brand’s reputation and customer satisfaction. Receiving a bad performance review from your call center can be disheartening, but it’s also […]

4 Steps to gradually break away from traditional call center metrics

Making critical business decisions based on traditional customer service metrics alone can be detrimental to your brand. The customer support industry has been transforming in many ways over the past few years. A large part of this evolution is driven by consumers’ changing expectations and the unstoppable spread of mobile devices. Instead of transactional seller-buyer […]

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Open Access BPO 3 days ago
Building an expert team of #CustomerService reps can be challenging for any #CallCenter recruiter.

Some of the challenges they face when when hiring include:
• inability to attract applicants;
• limited talent pool;
• shortage of qualified candidates; and
• inefficient recruitment process.

Here's how Open Access BPO's robust recruitment strategies overcome these challenges to find the most qualified #CustomerSupport agents: https://buff.ly/4aeV3uU

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Get skilled talents when you partner with one of the most trusted BPO firms: https://buff.ly/3TiM30L

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Open Access BPO 4 days ago
Brands and #CallCenters can improve their defenses, but cybercriminals will continue to develop more sophisticated attacks.

𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 #𝐈𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧𝐒𝐞𝐜𝐮𝐫𝐢𝐭𝐲 𝐩𝐫𝐞𝐝𝐢𝐜𝐭𝐢𝐨𝐧𝐬 𝐭𝐨 𝐚𝐧𝐭𝐢𝐜𝐢𝐩𝐚𝐭𝐞 𝐭𝐡𝐢𝐬 𝐲𝐞𝐚𝐫: https://buff.ly/4adk2Pe

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Only trust an outsourcing firm with a robust #InfoSec aimed to protect you and your customers: https://buff.ly/3v2IALU

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#DataSecurity
Open Access BPO 4 days ago
Disasters can happen at any time. So, if you're thinking about #outsourcing to a #CallCenter,

The best thing you can do to ensure your ops' resilience is to choose an #OutsourcingPartner with robust #DisasterRecover and #BusinessContinuity strategies.

Here's why and how (plus tips for implementing a successful outsourcing strategy):
https://buff.ly/48Toe5q

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Open Access BPO's commitment extends beyond exceptional #CX.

Our robust information security strategy ensure the protection of your data, even in times of disaster: https://buff.ly/3TjYjOu

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#PhilippineCallCenters #disasterpreparedness
#businessresilience #riskmanagement #crisismanagement
Open Access BPO 5 days ago
Online retailers are losing a huge chunk of their earnings to fraudsters. How can you protect your brand from this threat?

Start by identifying the kinds of fraud that threaten online businesses: https://buff.ly/3VbwScr

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#InformationSecurity #DataSecurity #ecommerce
Open Access BPO 5 days ago
Among other benefits, content moderators review user-generated content to:
• ensure the safety of customers;
• combat spam and potential scams;
• prevent misinformation and fake news;
• boost user experience; and
• cultivate an inclusive community.

𝗕𝘂𝘁 𝘄𝗵𝗶𝗰𝗵 𝗰𝗼𝗻𝘁𝗲𝗻𝘁 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗺𝗲𝘁𝗵𝗼𝗱 𝗶𝘀 𝗿𝗶𝗴𝗵𝘁 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀?
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Open Access BPO 7 days ago
Nothing is constant in #CustomerExperience.

𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗻𝗲𝗲𝗱𝘀, 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀, 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿 𝘁𝗿𝗲𝗻𝗱𝘀 𝘄𝗶𝗹𝗹 𝗮𝗹𝘄𝗮𝘆𝘀 𝗰𝗵𝗮𝗻𝗴𝗲, 𝗮𝗻𝗱 𝘀𝗼 𝘀𝗵𝗼𝘂𝗹𝗱 𝘆𝗼𝘂𝗿 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀, 𝘁𝗼𝗼𝗹𝘀, 𝗮𝗻𝗱 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵.

Don't wait for your consumer base to grow or even wither before you update your #CustomerSupport strategy.

Here are 4 signs that your #CustomerService action plans need an upgrade: https://buff.ly/3TawRmu

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Open Access BPO