Call Centres – How to Manage an Outsourced Call Centre Successfully
September 1, 2010 by Gail
Filed under Call Center Outsourcing, call center
Call Centres – How to Manage an Outsourced Call Centre Successfully
By Kim Brandon
Call centres are among the most successful business currently on the marketplace. The success of each telephone answering service depends on several factors including the dedication and knowledge of their agents, the quality of the equipment that they use and the expertise of the managers running the place.
11 Reasons to Outsource Your IT Support
August 8, 2010 by Gail
Filed under Call Center Outsourcing
“Outsourcing your IT support has been recognised to potentially have many important potential benefits for any organisation” – Bahli & Rivard, International Journal of Management Science
Outsourcing your IT is a simple way of making sure your IT systems constantly work and don’t eat up your time. Organisations don’t employ a mechanic to maintain or fix their vehicles,. They just want to know they, work are safe and secure. So why do they use so much of their resources trying to manage a constantly changing vital piece of their company; the IT systems? Below are eleven reasons why outsourcing your IT is any size company’s IT solution.
Customer Service Outsourcing – A Case Study
August 7, 2010 by Gail
Filed under Call Center Outsourcing
Customer Service Outsourcing – A Case Study
By Joel M. Dailey
Outsourcing any of your business functions can pose risks, or at least give you reason to lose sleep, but above all, customer service outsourcing is wrought with the most stress. After all, what is more important to a business than its customers? The thought of hiring an overseas firm at a discount rate, with limited monitoring, and asking them to interface directly with your customers is bound to raise your blood pressure.
Top 4 Customer Service Skills For the Workplace
July 24, 2010 by Gail
Filed under Best Practices, Call Center Outsourcing, Customer Care
Top 4 Customer Service Skills For the Workplace
By Dave Vower
Having top notch customer service skills is the hallmark of a successful organization. Here are some of my favorite methods for improving customer service skills in your business or workplace.
1. Honesty. The most important issue thing to many customers when they deal with the people in your workplace is honesty. Can they trust you and your staff? If it’s found that the customer is unable to trust the people representing your company you’ll have all sorts of trouble dealing with them when trying to achieve any outcome.
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Why Outsource Call Center Services?
July 19, 2010 by Gail
Filed under Call Center Outsourcing, call center
Why Outsource Call Center Services?
A call center is designed to fulfill the gap between an organization and the customers for the betterment of the business. A call center serves the accurate information to the query of customers received through email, telephone or by fax.
The process works as operators, known as customer care representatives, receive the customers request and reply as quick as possible in an accurate and efficient manner. The process can be of multilingual, but the goal is to satisfy the customer with exact information and services.
Value of Assessment Tools in Call Center Operations
May 9, 2010 by Gail
Filed under Best Practices, Call Center Outsourcing
The quality and pace of Call Center Operations are dominated and threatened by two visible hindrances which are agent turnover and agent productivity. The reasons for such challenges in a call center are poor handling of the resources and lack of skills for specific job positions.
The realm of call center operation is a specialized management field with its own hypothesis assessments and terminology. A complete and well- bred understanding of these tools is necessary to satisfy customers and to accomplish organizational objectives.
Selection criterions and performance screening tools can be vital tools to reroute the performance map of a call center on the track of success. These tools directly correlate to productivity, performance and agent retention within the organization. These measure the performance on the basis of candidate data such as:
BPO Philippines Call Center Outsourcing Boom
July 17, 2009 by Admin
Filed under Call Center Outsourcing
Recently I was doing some research about doing business in the Philippines and I came across this article and thought you may be interested. Currently, the Philippines is growing like crazy due to 3 major reason:
- American and UK customers have rejected the notion of India as a source of quality Voice support.
- The global recession, and especially the hurt US companies are feeling now
- Quality, well spoken agents. They have a strong influence from the US culture.
Several years ago I was completely against offshore customer sales and support but my last assignment, 2 years ago brought me to Manila then to Cebu and I realized that the quality was strong. All they needed was a way to consistently execute against client expectations. That is the key so finding a Philippine Contact Center with these attributes is key.
If you are looking to provide call center outsourcing a try make sure you read this Contact Center vendor Evaluation Form. Then read this great article below…
BPO Philippines Call Center Outsourcing Boom
By Zachary Williamson
BPO in the Pilippines Call Centers
As globalization expands the benefits of global BPO are becoming easier to obtain for small and mid-sized companies. Business Process Outsourcing otherwise known as BPO has only been available to large firms and the Fortune 500 and now the trends are starting to change. India and China are the top outsourcing countries of the world followed by the Philippines. More and more American companies are becoming players in the international scene, just as more and more companies are starting to choose BPO in the Philippines to run their off shore call centers. The Philippines consist of a group of 7,000+ islands that all together only take up the land mass of Arizona. The country was occupied for over 300 years by the Spanish followed by an American occupation, which led to the country’s Independence and this spawned its transformation from Eastern to Western Culture. Unlike other outsourcing hubs of the world, BPO Philippines not only offers a high rate of exchange on its currency as well as an English speaking population but also a culture and lifestyle that is very much like our own.
I have a close friend from India that has been in the US for over 14 years now and even though he knows the English language very well his accent is choppy and his understanding of American culture and mannerisms is still vague. One time while visiting with him he made a phone call to his local electric company to have his service transferred and I got the chance to hear the conversation. The agent from the electric company was in an American and I could tell they had quite a communication problem. I noticed that my friend had to repeat himself several times and had trouble telling the agent his request. It took a frustrating twelve minutes to process his request when I could have done it easily in five. Looking back I really think the agent could understand him but sub-consciously gave him a hard time due to his accent.
Philippines Call Center
The next day I was ordering phone service from a VOIP provider and spoke to a call center agent to setup my service. It wasn’t till the end of the conversation that I asked him where their call center was located (as I always do, since I work in the industry) and to my surprise he said it was a Philippines call center. This was when I realized, I may need to look into BPO Philippines call centers. The agent spoke using American slang and had somewhat of a Spanish accent so I assumed he was in Southern Florida or Southern California. After finding out about BPO Philippines I started doing research and found that Dell, IBM, Vonage along with many other Fortune 500 companies had migrated, if you will, to the Philippines to open call center facilities of their own. Filipino agents speak Spanish as well as English and provide superior telesales services.
BPO Philippines
Our company now owns and operates a facility in the Philippines call center district of Manila. BPO in the Philippines has increased our conversions and sales as well as our customer satisfaction. Find out how BPO Philippines Call Centers can give your business the competitive edge.
Zachary Williamson is the Director of Business Development for The Lead Tree, LLC and enjoys travel to India and the Philippines call centers.
Article Source: http://EzineArticles.com/?expert=Zachary_Williamson
http://EzineArticles.com/?BPO-Philippines-Call-Center-Outsourcing-Boom&id=1208840
Can HR Outsourcing Benefit an Organization?
March 17, 2009 by Admin
Filed under Call Center Outsourcing
By Ishani Mitra
This is a question that many organizations undergoing structural changes attempt to answer in the present business environment. Outsourcing functions such as production and developing software are perceived as “must-haves” for fast paced business plans. But HR, which has always been the heart of an establishment, is gradually opening up to outsourcing.”The HRO [Human Resources Outsourcing] market is set to grow to $3 trillion over the next five years, and just over a third of HRO potential has been currently delivered,” reported Dr. Anthony Hesketh, CRF (Corporate Research Forum) Project Researcher.
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HR Management Consulting
March 17, 2009 by Admin
Filed under Call Center Outsourcing
By Steve Grant
Management consulting is the broad term which encompasses all the activities associated with industrial management. Accounting to the escalating pressure on the industries to demarcate between the demands of work force and human resources, off late the HR consulting has emerged as an independent discipline of the Management consulting. Sometimes HR consulting is offered as the part of Management consulting. HR consulting can be utilized to boost the working efficiency of the business organization. It helps organizations to sharpen their human resource related activities.
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7 Best Tips for Communicating With Your Offshore Team in India
March 11, 2009 by Admin
Filed under Call Center Outsourcing
By Ankurpatel
If you are reading this article, most probably you have faced some communication problem with your offshore team or you are considering to offshore your project work and want to learn effective ways to communicate to the team which is thousands miles away.
Being CEO of outsourcing company (Infotrex Services Pvt. Ltd.), I deal with many clients(based in USA, UK, Italy, Ireland, France etc.) & our team here in India. I will share some of my insights and day-to-day observations, so that you can get benefited.
Lets try to understand the basics of communication and possible ways to make mistakes when communicating with your offshore team in India. There are 3 entities involved in any communication – 1. Sender, 2. Receiver & 3. Channel between Sender-Receiver.
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