Author: Faith Ocampo

Is average handle time still relevant now that more and more customers expect personalized services? Many call centers have always included average handle time (AHT) in their primary metrics when determining their agents’ productivity and performance. As a call center metric, it refers to the average duration of a transaction, starting from the moment an […]

Hiring part-time employees is becoming a common trend among contact centers. It’s indeed a more flexible arrangement, but the management aspect can be challenging. More and more call centers are hiring part-time workers as a flexible staffing solution to cut operating costs, especially during off-peak hours. With a team of part-timers, managers can also optimize […]

Using the data they gather from consumers, call centers can help transform brands. Gone are the days when call centers can afford to just be “transactional” organizations. In fact, if we take into consideration the rise of CRM and data analytics tools, they have no legitimate excuse to be stagnant. These technologies, which allow them […]

Easy customer service is a term that a lot of consumers expect brands to provide. But what does this concept entail? Easy customer service plays a crucial role in meeting and often exceeding customer service expectations. In this context, providing straightforward assistance to customers becomes not just a service but a crucial component. Today, we […]

What happens when brands make decisions based on erroneous information? Call centers generate massive amounts of data every day. The big data explosion in these frontline organizations is effected by the use of multiple channels, allowing brands to interact with several customers at once. Generally, we’d say it’s a good thing. The more customer data […]

In a productivity-focused setting like a call center, it seems there’s no room for lazy agents. Or is there? As a manager, we’re sure you’ve encountered this employee before: the one who never seems to get any work done. Either you’ll find them wandering about and chatting with their teammates or just sitting in front […]

Customer centricity is an elusive goal for many contact centers, mainly because there are several smaller goals that must be targeted in order to achieve it. As a whole, focusing on the customer means two things: first, brands need to gain a 360-degree view of the customer and second, they need to satisfy a large […]

There’s an old adage that goes, “The whole is greater than the sum of its parts.” In one word, we can refer to this as “synergy,” a crucial concept in integrated marketing. Synergy is a concept that’s been used in different areas, including science and communications. In marketing, synergy happens when two or more initiatives […]

What does the Philippines have to do to move up the outsourcing value chain? The Philippine outsourcing industry is more than just a lucrative enterprise. It’s now on its way to becoming the largest and fastest-growing industry in the country, especially now that budding BPO hubs called Next-Wave Cities are mushrooming outside Metro Manila.

There’s no one-size-fits-all approach to making customers happy. In delivering excellent customer service, you have to consider the type of your business and what clients expect from you. B2B companies—businesses that provide products and services to other businesses—must adopt a customer strategy that’s different from that of firms that cater to consumers (B2C). This is […]