A better question materializes in the course of this risk assessment. How can my marketing department be immune from risk?
In the Philippines, the face of the sachet economy is the vast number of sari-sari stores covering the country.
With 1,159 BPO companies listed in Makati, it has the highest density of BPO businesses registered in the Philippines.
Consumers want fast, smart support. Now, they are conditioned to reserve live agent interactions to complex or exceptional scenarios like one-off requests, purchasing clarifications, complicated billing issues, or specific technical questions.
Learning from the front ensures continuity of service delivery and avoids gaps in understanding that translate to ill-prepared staff and supervisors. A clear, unimpeded view of the program in the round is the correct mentality for service delivery.