Open Access Marketing F.A.Q.

1. What is Open Access Marketing (OAM)?

Open Access Marketing (OAM) is an American-owned and managed business process outsourcer based in San Carlos, California and Makati, Philippines. We work with a variety of global customers to outsource their call center, data, and web services needs.

2. What are some services that OAM provides?

Call Center Services
Data and Document Management Services
Web Services
Accounting & Financial Services
Creative Services
Virtual Personal Assistants

3. How do you manage our projects & campaigns?

Every client is unique but we follow a set of guidelines with all of our clients to transition their projects completely to OAM.

All clients have a trial period to minimize your outsourcing risks. You can use the trial period to evaluate our erformance and decide whether you want to outsource the entire project to us.

We will completely and seamlessly transition your project offshore to replicate your existing domestic processes

All clients have a single point of contact who will be responsible for communication and the day-to-day management of your campaign

Just like any employee you have in your office, we will work with you to conduct regular feedback sessions to continously find areas of improvement for your project.

4. Will outsourcing to OAM be cost effective?

Yes. You will immediately see a 40% - 60% cost reduction by outsourcing with OAM. However, our goal is to not only reduce your costs, but increase your revenue by working with you to create an efficient outsourced solution.

5. What qualifications do your employees hold?

At a minimum, all of our employees are 4-year college graduates. We hire only experienced employees with at least 2 years of experience working in a call center environment, typically handling inbound sales calls, outbound telemarketing, or customer service.

For more skilled projects, we can hire from a qualified pool of applicants with project-specific skills such as coding, research & analysis, and English writing.

6. Can your infrastructure support my business?

Yes. Our primary operations center is located in Makati, Philippines, where other major call centers and BPO providers are based. Our office has multiple, redundant T1 lines to support all of our voice, data and internet activities. Our building provides 100% backup in case of power outage and all workstations are connected to individual UPS backup. Read more about OAM's infrastructure.

7. How do I pay you?

We accept payment via wire transfer, check, or credit card (Visa, Mastercard, American Express). For other modes of payment, please contact us.

8. How do I ensure that my data is protected?

The security and confidentiality of our clients is one of our primary concerns. OAM has taken numerous steps to protect our clients including:

Signing non-disclosure agreements with our clients and a non-disclosure contract with our staff
Network security includes firewalls, virtual private networks (VPNs), and encrypted disks
Workstations do not have external storage devices such as CD drives and USB ports
Biometric security access to the production floor along with employee badges
Two levels of 24 hour armed building security
Surveillance cameras are installed throughout the premises including the production floor

9. What type of companies have you worked with?

We've worked with large public corporations all the way down to sole proprietarships. Financial services, high technology, medical devices, merchant services, and consumer retail are some of the industries we have worked in.

10. How do I begin working with OAM?

To see if OAM is a fit for your needs, call us now at 1-800-OAM-9479 or via the contact form. We will evaluate your needs and determine if we can provide a solution that meets your requirements.

11. How are the accents of your employees?

All clients are concerned about accents as our employees will be the face and first impression of your company.

All of our agents have a neutral accent and are able to articulate themselves in an educated and professional manner. Our screening process allows us to maintain the quality of our workforce even as we grow:

12. How many hours per day do your employees work?

Our employees work 8 hours per day, 40 hours per week, and 160 hours per month.

13. What hours of the day do your employees work?

We tailor our working hours to your needs. For example, if a client wants us to work from 9am - 6pm EST, our agents will work from 10pm - 7am in Manila to conincide with your working hours.

14. Do I get to interview the agents?

Yes. We conduct an initial interview process of selected candidates based on the experience presented on their rsumes. We will then select the best candidates to present for the next interview conducted by you.

OAM has a very strict pre-screening process

First phone interview
Second phone interview from Senior Operations Manager
Third interview with Senior Operations Manager, Group Team Lead and one of the three partners of OAM

15. Am I going to have the same agent and how is your attrition? Will the agent be totally dedicated to my campaign?

Yes. The only reason why an agent may leave your campaign is if that agent is promoted, where in most cases, they can still be very engaged in the campaign for a smooth transition.

Because of our generous salries and benefits, our employee retention rate hovers around 95% month over month.

16. Are background checks done on all employees at least once a year?

Yes. Employee background checks are conducted with the National Bureau of Investigation in the Philippines as well as previous employers and referrals as listed on employee's resume.

17. How big is your facility?

OAM currently has a facility with 200 seats and we are currently in the process of sourcing more space to grow our capacity.

18. What are the office specs in terms of redundant power and facility size?

We are in a 23-story office tower in the heart of Makati, the Philippines' central business district. Our building is equipped with automatic failover generators in case of a power outage and each station and server is connected to UPS for safe shut-down.

19. How fast is the internet?

Primary Philippines to USA digital voice line (2MB)
Redundant Digitel voice line digitel (1MB)
All digital voice lines terminate at our USA facility at the Quimby Building in Los Angeles, CA

20. What is the average experience that your average team manager has?
4 year college degree. At least one year call center experience and or managing a campaign. If the manager was hired internally than they must have demonstrated leadership skills along with achieving results.

21. Is there the ability to listen live to calls?
No. Typically clients feel it is better to have recorded calls sent to them for review and we are more than happy to do that. All of our calls are recorded and can easily be retrieved for review.

22. What about India?
The communication barrier created by the Indian accent has created a tremendous opportunity for the Philippine call center industry. While there are still hundreds of thousands of call center seats in India, the Indian accent has been vilified in Western media to the point that Indian call centers have begun migrating their call centers to Philippines, in order to better serve American and Western clients who find the Philippine accent to be more neutral and acceptable to phone-based communication.

All technology and infrastructure comparisons aside, the English language differences make the Philippines and India should be the determining factor in where you decide to outsource. From our own personal experiences operating call centers in both countries, Americans by far prefer a Filipino accent over an Indian accent.

23. Why don't you accept any paid by performance campaigns?
Paid by performance campaigns are like a catch 22. You want to pay for what you get, but very often what you get is not what you pay for.

Call centers that take paid by performance campaigns typically lack the performance and skills to acquire and sustain hourly campaigns. The end result is a campaign with a short life and often, a huge waste of time by everyone involved.

There is no secret to producing results. The first rule is to recruit the right people to drive the expected results. Second and more importantly, you want a center that retains its best employees! Our attrition rate is one of the lowest in the Philippines. The magic here is simply to take care of your employees. Because we recruit the best agents, our company pays a higher than average salary along with a comprehensive health benefit package with one of the most prestigious group of doctors. This is something that is not offered by many of the centers but is desired by most. This is a culture which is enhanced by the three American Partners separating us from every offshore center in the Philippines.

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