Friday, July 30, 2010



Tuesday, July 27, 2010

It’s All About Setting Up a BPO or Call Center Outsourcing

When the business sectors and markets are experiencing unprecedented boom and ever increasing range of offered products and services; setting pace with technology and influx of inquiry calls has become mandatory and incredibly difficult. That is where every company start feeling the need of deploying call centre and their services for streamlining their administration, finance and back office operations.

A call centre can be divided in two major parts on the basis of their working procedure that is – Inbound and Outgoing Call Centers. The working of inbound call centers basically revolve around answering the query calls people make in regard of certain product or service a company provide while outbound call center do sales process or telemarketing.

All you need is UAN which is universal access number to get through one of the many call centre agents present in a call center. The call centers route call via two processes – Automatic Call Distribution and Intelligence Voice Recognition. ACD distributes incoming calls to specific agent terminals where as IVR records the information from customer beforehand and then transfer the call.

India, Philippines and Singapore are rapidly growing call centre bases. Considering swift government practices, reduced tariff rates, vast English speaking population, other geographical and physiological compatibilities to international standards, India has become the most preferred choice for establishment of call centers. To set up call centre, one should understand that it is another realm of analytic and infrastructure oriented domain just like another businesses. The main objective may be to thrust other is business forward but in order to do that you need to play your cards right.

You must have a team of 10 or more neutral accent English speaking customer care executive. A process manager and quality assurance department to evaluate the performance and capability of agents should be there. A training department to train newcomers and existing agents should be deployed to keep them updated about products and services they will speak about with customers.

The business of call centre is real and mean. A call is what call centers run on; it brings business or ruins the entire thing if goes wrong. All you need is proper tools, right information about the pulse of market. For prior requirements and techniques, cast a look at following check list:

A) A toll free number and an interface which can work across various channels are needed. Any telecom company can provide you with which you can handle several calls at a given time.

B) A broadband Symmetrical Digital Subscriber Line or Lease Line internet connection to provide you an end to end connectivity.

C) An Internet Protocol Private Automatic Branch Exchange or Voice over Internet Protocol subscription so that you can directly plug in and start receiving calls.

D) Ensure proper training to agents. Unless they are properly laced with information and content about a specific product, customer satisfaction will remain elusive. For that develop CRM software (Customer Relationship Management) which maintains all the records, performance and track sheet of calls.

Cally Parkar is associated with call centers India since a long time. Call Centers India (CCI) is a CISCO funded company and Its management team has vast experience in call centre outsourcing offering call centers services including customer care services, call answering services, technical support services, outbound telemarketing services, back office services and etc.

Tuesday, July 13, 2010

What You Can Outsource Aside From Your Call Center

One cannot discount the tremendous impact of outsourcing to businesses – both to companies who outsource and to those who provide the services. This impact is seen in the steady increase of the number of companies who offer these business solutions as well as the scope of their services. With the advent of globalization and the Internet, this has become even more prevalent.

The boom of the call center industry resulted in reduced operation costs for corporations, and great employment opportunities for countries that offer these services. The call center outsourcing companies that sprouted like mushrooms to cater to these needs faced tough competition with each other. The increasing demand for high quality services and outputs pushed service providers to offer additional packages with each contract. This marked the advent of a shift in outsourcing services – this time focusing in Business Process Outsourcing or BPO.

BPO services offered today range from back-office processes to entire business lines. These processes include logistics, human resource management and recruitment, payroll and compensation, e-commerce and marketing, accounting and tax management, procurement, consumer surveys, and even consultancy services. With a focus in these processes, the attractiveness of outsourcing increases since regardless of the industry, whether it involves finance or mortgage or healthcare, these processes are central to ensuring smooth operations.

Outsourcing is relevant and most beneficial to companies that either plan to expand their operations, lower their costs in terms of purchase and recruitment, or are launching a new mission-critical project. It allows them to focus in these priorities, as well as other core business areas like market research and product innovation with the knowledge that their consumer and employee services are well taken care of. In the long-run, dealing with BPO providers gives these companies the best practice workflows and processes that are sure to significantly aid in any future restructuring plans.

More and more companies are seeing the benefits of outsourcing to leverage their global competitiveness. One of the most prevalent benefits is reduced operational, technical and infrastructure costs. With technology evolving faster than companies can adapt, outsourcing back-office services ensure that they make use of the most up-to-date technologies without any capital investment. Most of these services are also easily implemented at much lower costs. Aside from these, outsourcing offers solutions to projects that require high volume processing or involves a huge number of people to do the work. This also works for processes that follow a stringent workflow and has consistent requirements in terms of performance and efficiency.

BPO companies also offer their own consultants and account executives to help companies recognize the outsourcing solutions that best fit them. In this way, outsource service providers can guarantee that the people they have to do the work are knowledgeable and experienced in the industry that they service. A good relationship between companies and their service providers ensure that the outsourced business processes are easily and effectively integrated with the rest of the business.

Thursday, July 8, 2010

Offshore Call Center Outsourcing: Economical Solution for Businesses

As you can see, call centers are a very important tool for businesses today in terms of customer relations. It is considered to be an essential part of any company in order to satisfy, attract and in keeping contact with your clients. However, it is also a fact that putting up your own call center for your company can be very costly. It will require you to purchase the technology needed for it, such as computers, software, and it will also require you to hire additional employees to act as call center agents.

This is why companies today are now considering hiring call centers offshore. If your company needs a call center, you can outsource your call center in other countries in order to cut some operational costs. Outsourcing call centers in other countries, particularly developing countries, is very cheap because of the difference in the minimum salary rates with a particular developing country. You will see that the minimum wage is far lower than in your country.

Your company should prefer an offshore call center that hires staff with good English speaking skills in order to communicate with your clients better. Developing countries, such as China, Philippines and India are three of the most popular countries that provide great quality services for a call center. They have a lot of talented individuals with great English skills that will be able to communicate effectively with your customers.

When you are Offshoring BPO Services or outsourcing call center Services, it is important to consider the following things before you sign the contract in order to ensure quality service:

English proficiency – The call center agents in the offshore call center should be able to have good English speaking skills. They should be able to communicate with your clients well in order to satisfy their inquiries. This is very important because call centers are supposed to be the communication ties between your client and your company.

Average call waiting time – It is also important that you should find out how much your client will have to wait until their calls are taken by the call center agent. It is important to realize that there will be clients who will be complaining about your products and services and you should realize that they are already irate before they even made the call. Making them wait will only add to their dissatisfaction and irritability. This is why it is important that a call center should be able to take your client’s call as soon as possible.

Length of conversation – The call center agent should be able to handle the calls as short as possible. They should provide the best answer possible in order to satisfy your clients as soon as possible and make the call as short as possible. By doing this, the call center will be able to handle more calls.

These are some of the features that you should look for in a call center. This is why it is important for you or your staff to call the call center and pose as a client in order to know about the quality of their work and also make sure that it isn’t deteriorating.