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 […]
There’s no question that content moderation protects your online community from harmful content that could destroy your brand. On the surface, moderation keeps your web content clean and high quality, but can this solution safeguard submitted information from getting released without your or your community members’ authorization? Data security is an aspect of online moderation […]
Tech support outsourcing firms ensure client data protection in their services. Here’s how they make it possible. Technical support outsourcing has become a lifesaver for many organizations seeking efficient solutions. However, as businesses entrust external partners with critical tasks, client data protection becomes a concern. Today, we will explore some fundamental client data protection strategies […]
Outsourced call centers hold within it a treasure chest of potential, with businesses leveraging the expertise of Philippine call centers to streamline operations and reduce costs. The Philippines has established itself as a global outsourcing hub, known for its skilled workforce, cost-effective services, and cultural affinity to Western markets. Yet, there’s an aspect that often […]
When outsourcing to the Philippines, you’re automatically entrusting your business’ database of sensitive information to a third party provider at an offshore location. Many companies may understandably take issue, especially with the risks of data theft and network intrusions on potentially insecure facilities. Despite the security-oriented fears that come with outsourcing, offshoring companies are often […]
Customers always have a high standard when contacting support. In fact, there are some customer service blunders that they find frustrating. Customer service, a vital aspect of any business, often serves as the frontline for engaging with customers. However, customer service blunders in this critical department can quickly turn a customer’s experience sour. Let’s have […]
What’s the secret to impeccable customer service? Having a 360-degree view of customers. To truly cater to their needs and deliver personalized experiences, businesses must strive to achieve a 360-degree view of their customers. In this blog, we will explore the concept of a 360-degree view and discuss how it can empower your business to […]
The Philippines and China are two countries that come to mind when outsourcing to a call center. Here’s what each country has to offer. As a business owner looking to improve customer service while optimizing costs, outsourcing to a call center can be an attractive solution. In particular, it allows you to tap into a […]
Businesses need to keep up with new customer service technology to keep customers happy. Let’s have a look at some examples of these. Customer service technology plays a key role in shaping customer experiences and brand loyalty. As businesses transition from traditional to digital, the importance of leveraging advanced tools becomes increasingly evident. Today, we […]
MAKATI CITY, Philippines, October 2023 — In a strategic move aimed at enhancing both skills and operational efficiency, Open Access BPO, a prominent multinational call center, proudly reports the successful culmination of its leadership team’s Lean Six Sigma: White Belt training. “Open Access BPO wanted employees to apply the Lean Six Sigma principles of process […]
