A Philippine outsourcing provider, or any call center for that matter, can execute several methods to measure the satisfaction level of their customers. Among which is through an interactive voice response or IVR-based post-call survey where a customer answers a set of questions regarding his recent interaction with a customer service representative. While this is […]
Call centers monitor their operations based on various metrics and key performance indicators (KPI) to measure how their employees and equipment are performing. These metrics can tell many things, including details that can make evaluations overwhelming with confusing numbers. Most of the time, they only tell about minor statistics but don t reflect the overall […]
The power of SMS or short messaging system as a customer service tool has been receiving greater attention now that more and more companies realize how fast, cost-efficient, and personal service becomes when delivered through text messages. SMS has major advantages against other non-voice tools, but it needs to be executed with precise strategy in […]
What do outsourcing relationships need in order to survive? Practically, both parties need to allot sufficient funding on the outsourcing endeavorsโthe client investing money to keep the vendor’s operations going and keep the resources (manpower, skills, facilities) in top shape. In return, the investor reaps bigger profits and stronger customer ties, thanks to the vendor’s […]
Multilingual call center services and KPO are two of the fastest rising subsets of outsourcing today. Like them, will media process outsourcing catapult its way to a high position in the industry? Media process outsourcing (MPO) is a relatively new segment of the outsourcing industry that is making buzz. This is because of the increasing […]
The House of Representatives is nudging Philippine outsourcing providers to raise the compensation that business process outsourcing (BPO) employees take home when assigned to work during the graveyard shift.
The presently evolving outsourcing industry has gone through numerous changes and even catalyzed the transformation of other industries, business models, and work practices. Outsourcing comes in many forms that were created and developed by industry players and motivated to come up with an approach that suits with their every business need. Among those forms is […]
Whether you’re outsourcing to a call center in the Philippines or to an all-around voice and non-voice service provider, there’s a chance of you encountering mistakes if you aren t properly guided about the venture. Forbes gathered the common mistakes that you might encounter during an outsourcing contract so that you can avoid committing them.
Blog outsourcing is ideal for businesses that need the expertise and attention for their company blog. How do you know if this solution is also right for you? Open Access BPO, a leading call center company in the Philippines, will help you weigh your decision by presenting the things you should consider before outsourcing your […]