Thursday, December 13, 2012
Monday, September 3, 2012
The way people interact and communicate today has changed a lot in the last few years. Internet has become a necessity for everyone now. People have started communicating more through internet communication channels rather than through calls and face to face talks. Organizations and businesses need to communicate with their customers through this channel also. One of the oldest and most effective platforms of communication on internet is through emails and almost every business is using it for customer interaction.
However, this is not the core activity of a business therefore they usually lack the skills and resources required for effective email communication. Therefore, organizations usually hire vendors offeringOffshore email support services and outsource their requirements to them. These service providers take care of all the email based communication that happens between the company and their customers. Advantages of using email support services:
• This is one of the most flexible communication methodologies as you are not obliged to call or revert back to the customer as soon as the email is received. Further, it does not require you to have a 24x7 support staff taking care of the emails coming in. You can have fixed shift for agents according to your suitability and get the work done in one or two shifts. If the flow of incoming mails increases, you can always add more agents or add another shift.
• Another advantage of using these services is that they are best suited for organizations having international presence. Internet can be assessed from anywhere in the world and customers can write down everything in the mails that they send. It has been observed that writing things can be much easier and expressive for people than lodging complaints over an IVR system or calls.
• Emails are a much better form of formal communication between customers and a business. These emails can be stored and saved for various purposes by organizations. They can be assessed and used for enhancing the week areas of the organization. As they are in written form therefore it is easy to document them and use them for various purposes.
• It also offers huge cost benefits to organizations as they are able to save money that would have been spent on telecom setup and other communication mediums. Thus, organizations are able to reduce their overhead operational cost.
However, organizations should partner with right vendor offering call center services india as they are well known for delivering exceptional services in this field.
Monday, August 13, 2012
Setting up a contact center is not a very easy task and requires proper planning and consideration. You need to consider in a lot of factors while buying the call center technology and furniture used in the office. Selecting the furniture can be a tricky thing as it doesn’t seem to be a very tough job and yet the wrong choice can result in poor performance of the staff.
There are many factors which are required to be considered before furnishing your office. Vendors offering call center services India must definitely take this suggestion seriously as they are responsible for critical tasks of many international organizations who won’t like to suffer because of any reason. If you are going to buy the furniture for your office then you must read this first.
The Desk Type: The desk of a contact center agent is going to be the place where he would be performing all his official tasks on a daily basis. This space must be totally supportive of the type of work the agents would be doing there. If they need to do a lot of paper work too then you might want to go for large desks that provide them with enough space to keep their papers and do the paper work. However, you can go for narrow small desks if you are certain that all that your agents would need is a PC, their headsets, keyboard and a mouse. Managers and supervisors might require larger desks and more space as they would have a lot of paper work to take care.
The Chairs: Chairs are required to be bought with maximum care and thought as your agents are going to sit on them for long hours. You need to make sure that the seats are height adjustable, back adjustable and if they have side handles then they should also be adjustable. If they are not comfortable in their seats then you can’t expect them to sit there for long hours. BPO customer satisfaction can’t be achieved if your own agents are unsatisfied with the seats.
Cubicle/Seating Space: The place where agents would be sitting also requires to be properly furnished. The dividers that separate agents should be of appropriate height and should provide required privacy to each agent. The sides of dividers should be covered with velvet cloth so that disturbance is minimized. Further, managers and team leaders require a bit larger space as they would be talking to agents on a regular basis. If they have to instruct, explain or give feedback to a particular agent then it is better to give them a place that is private. Their working space should be designed and furnished accordingly.
You can arrange your furniture as mentioned above or you can also find a better strategy depending upon the nature of your work interest. Vendors providing offshore technical support services or offshore email support services might need a little different furniture and seating arrangement. Talk to some expert office furnishing company and then decide the rest.
Wednesday, July 18, 2012
Therefore, we provide you a list of criteria which you need to look into, before you finally zero in on an outsourcing vendor. If the vendor meets the following check list, then you can be assured that you have outsourced your project to the best vendor.
1- Is it offering the best price as per its domestic market?
Probably because you stay in a developed country so whatever the price they offer, it might seem like a pittance to you in your currency. But you need to convert this amount into their local currency, in order to determine what they are charging actually. You must compare the costs of various service providers only after converting them into their currency. After you have the prices in local currency, you may write them in order of costliest service providers on top and cheapest one in the bottom. Then pick out those in middle-range. You must not be tempted by the cheapest ones, because they might not assure you of the best quality. The upper middle cost range vendors are usually the most promising, as they offer quality levels of the top companies and are more competitively priced too.
2- Does it have a qualified and skilled team?
You must insist on knowing the educational credentials of the team which will work on your project to make sure that they are not drop outs or incompetent. You must insist for a skype chat with as many people from the vendor side as possible, preferably the actual team workers of this outsourcing non voice support service provider. This will give you a closer estimate of their intellectual competency.
3- Has the company made headlines for wrong reasons?
It is not difficult to dig up history in the age of internet. A normal search on the search engines can tell you if ever this company was involved in any malpractice or fraud. You must do individual searches of the people who constitute the management of the company also. If you find the slightest negative review of the company, then you ought to strike it out. The reliability of the company should be unquestioned.
1- Will they customize their services and SLA as per your requirements?
The vendor might claim to provide maximum BPO Customer Satisfaction but you need to check if it provides the specific services you want. The company should be willing to customize the services as per the need of the client. And not just services, but accordingly it should be able to make adjustments in the Service Level Agreement (SLA) as well to specifically suit your case.
These are the four essential questions you need to ask besides the other obvious ones like does it have a strong infrastructure, strong IT services, Offshore Chat Support Services etc.
And only after you test the BPO service provider on these criteria, should you finally outsource.
Friday, July 13, 2012
Anger is not the only emotion which Call Center Agents have to face. You might have trained your Agents to handle aggressive irate callers, but what about the callers in a different emotional state.
If a Call Center in India has insurance process, then it will receive calls from people who have experienced a tragedy like a death, or an accident, and are claiming insurance. If a Call Center has a medical process, then it will receive calls by people who might be suffering themselves or whose close ones are critical. There can be, and have been instances when callers cry over the phone. Given below are some easy tips for Agents to handle emotional outbursts by callers:
Be composed – When the caller is talking in an animated manner, you also might be tempted to also respond similarly. The tone of your voice is prone to change according to that of the caller. But you have to make an effort to not get disturbed and stay calm.
Empathize – There is a slight difference in sympathizing and empathizing. You don’t have to pity your callers or express sorrow. You just have to acknowledge their feelings and give them a patient hearing. You may frequently use the phrase ‘yes, I understand’.
Do not ask unnecessary details – A person who is so sad might have a tendency to narrate their story. This can make them even more emotional. You must not engage them in questions which are not relevant. You must not go beyond procuring of the necessary information.
Don’t promise more than you can do – We have a tendency to console by saying the phrase ‘Everything will be alight’. But you should never even falsely say that you will make everything alright. Simply because you can’t. A better phrase to use is ‘I’ll do my best. I will see what can be done’
Be prompt in action – The only thing that you can do to really help an aggrieved caller is, address their grievance. So make sure that you do their work without any delay. This is the best way to bring a smile to their face.
Be patient in explaining – As the caller is emotionally stressed so their grasping power is affected. You might have to explain repeatedly, and in really simple words, to the customer. If you are an agent in an offshore technical support services, then you have to especially be very patient as technical issues are the most difficult to comprehend.
Call Centers in India are adept at handling various operations and offer various services like offshore inbound phone answering services, chat support Services, etc. But the mastery over this soft skill of dealing with emotional callers is what sets them apart!