The ability of agents to spare the customers from the burden of having to call again can speak a lot about the call center’s efficiency and overall productivity. Open Access BPO explains why first contact resolution matters a lot to call center leaders.
The success of a call center depends heavily on the quality of its office communication. Open Access BPO explains how managers can provide better communication channels in their companies in order to build a stronger workforce.
The fear of losing managerial control is normal for anyone who thinks of outsourcing to the Philippines. It’s understandable, as outsourcing has been almost synonymous to entrusting a service fully to a separate entity. But is it really fine to fear losing complete managerial control over your services when you decide to partner with an outsourcing firm?