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Call Center's IVR Boosted by New Languages

Open Access BPO, a growing, Philippine-based customer service and outsourcing company, has been offering voice-based customer service and technical support to its diverse international clientele ever since its inception in 2006. The company is set apart from its competitors by its commitment to provide customized call center outsourcing solutions and superior customer service in line with the company’s “neo captive” BPO practice, a revolutionary take on an old business practice, where, instead of outsourcing, the BPO company handles all business needs.

The company offers expert multilingual call center services in different languages, including Italian, Spanish, French, Japanese, Chinese, Tagalog, Portuguese and German. Recently, the company announced that it has added voice-based customer service in four more languages: Vietnamese, Thai, Bahasa Malaysia, and Bahasa Indonesia.

The customer service representatives in the company say they recognize the diverse culture and requirements of their customers and can effectively help improve relationships. The company’s voice-based offerings include inbound customer service, technical support, and sales and marketing, such as appointment setting, lead generation, and more.

The four new voice-based services will be controlled by native-speakers to provide customers with the type of sincere cultural affinity that removes contextual differences that encumber customers from fully understanding second-language agents.

Most of the multi-lingual agents are all college graduates, well versed in IT, and undergo extensive training. The company has also been providing exclusive training for its agents on the culture of the customers they will be attending to. This is in addition to the training for proper call etiquette, articulation, and problem-solving, among other benchmark skills necessary for voice work.

Established as a telemarketing startup in San Carlos, California, Open Access BPO transferred operations to the Philippines' premier business district, Makati City. There, the company expanded its call center solutions and branched out to non-voice services such as creative content development, digital marketing, programming, and e-commerce oriented services.


Edited by Rory J. Thompson