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When it comes to business process outsourcing services, there are two countries in the world that rules the roost – India and the Philippines. In fact, in recent times competition between the two Asian countries has become so severe that at times it is quite difficult to pick a clear winner. Let’s understand this fact by comparing the strengths of both the nations- Conclusion Both these nations complement each other with regards to time-zone, work…

Until recently, call centers were designed around easily-measured metrics such as Average Handle Time and Response Time. Also agents were trained to closely follow a script and resolve customer issues in the shortest possible time. But in an era of customer influence, this school of thought will hardly give you any leverage. What you need to do to be successful in current time is to focus on customer experience rather than just providing customer service.…