Just because other businesses are implementing some call center practices doesn’t mean that those same tactics will work out just the same for you. Businesses should know that there are common call center practices that can be detrimental to them once applied in their own organization. Open Access BPO lists down some of these measures that you should avoid at all costs.
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?