The rising cost of the technology infrastructure and demanding labors in the developed nations have forced many prime businesses to outsource their business operations to approach the professionals that are located far away from their business locations. The concept of outsourcing is a widely applied methodology that determines the businesses to perform better and efficiently. For an existing firm that has been following this method from a long time can easily find out the conditions and how to handle the market situations in an adept manner. But for the establishments that are very new should understand the basics and a few questions that can help them to find out the best call center outsourcing establishments.
In the up-to-date economy, outsourced activity has extended beyond manufacturing processes to embrace diverse business functions that can include human resources, marketing, technical support, customer service and many more. Whether it is retail or finance, banking or insurance, etc. it has become mandatory for these sectors to make a guardian that are handling all the complex processes in a tactful manner. The feasibility to technical skills, multilingual ability, and lower costs due to less expensive labor markets have all made outsourcing the best option of all times. There are also some inbound call centers that offers specialized services such as consulting or professional services and can assist in providing advice on offshore strategy and management. Therefore, the companies that have already planned to outsource any outbound or inbound call center services should follow some basic questions which can help them to find the best outsourcing partner:
The following questions will help provide some important guidelines.
1.Which detailed professional or dedicated services do you offer that set you separate from your competition?
2.Will the outsourced call center services be translucent to my business partners and their customers?
3.What would be the concern in project implementation and the transition of the business?
4.Will be my data secure?
5.What if you sell ma data base to me competitors?
6.How can you promise a continuous transition and how will you exhibit commitment to my brand and company?
7.How will you adhere to my company’s values and maintain a high level of quality and service?
8.Explain your agent-training process, including acculturation and accent training if you use offshore agents.
9.What are the specific metrics used to measure accomplishment and how often will I receive performance updates?
10.Will there be any references provided?
11.What is your disaster recovery plan? Is there a practicable system in place that ensures ongoing business operations and negligible disruption to customers in an emergency?
12.What is the exit strategy if I’m discontented with your service?
Follow them and may be you can be on a safer side from now onwards.
Call center industry blooms only with the qualitative service and the services can only be better when the BPOs hire exceptional and intellectual agents. To achieve this target it has been observed that most of the call centers hire professional or a third party that easies the process and outsource a candidate that can be perfectly measured with the client’s requirement. But there should be a great care taken by the individual human resource team in the contact centers and prepare themselves with the tactics of hiring the best in no time.
Here are some of the tips and suggestions that can help the BPOs to deliver call center services with the recruitment process:
A) Make sure that you explain the job descriptions to the consultancies and to the candidates before the interviews are conducted. This is important to judge the interest of the candidates in the exact profile you need agents. It also helps the candidates to prepare a little so that the process can be completed within a small period.
B) The human resource team should have the experience to read the psychology of the candidate. Assessment can be made successful if they are skilled with questioning techniques. As call center services is all about communication skills, make sure that the candidates is capable to speak in a fluent manner and handle the pressure of the industry.
C) If the candidates are experienced make sure you inspect all the documents and review the CV. Look at the experience in the relevant industry and how stable the candidate is. If the candidate has no stability then hiring the same candidate can be a serious loss of time and efforts.
D) Look at the potential of the candidate. A good candidate should be hired even if he/she needs to be paid a little more. As the attrition rate of the call centersis high, it is important that the candidates are kelp engaged by any means. A better candidate can deliver better call center services.
E) Try to appoint the candidate in his areas of interest. There would be some candidates that are dedicated to some special subject matters only. If you can judge the potential of that person may be you are justifying that and the performance level would touch the zenith of excellence.
It is simpler and easier to follow these steps to make a resource to an asset.
The operations department of call center repeatedly devotes their precious time and effort in data monitoring and display solution. All these are carried out with the desktop applications, LCD digital signage, LED wallboard, email alerts or web dashboards displaying metrics from internal databases. All these metric help the call centers assists the agents to deliver better customer service results and assist the entire business development process to excel.
Therefore, it is very essential that the CSRs draw an attention to these innovative tools. The information displayed on these digital tools are always helpful but the stress and hectic working hours in the call center outsourcing industry tend to divert the agents only towards their duty. Multi-tasking is always helping them to achieve better results and to attain the best level; there are certain tips that will motivate the agents to pay attention to call center wallboard.
Updating the contact center signage on a regular basis is a practical way of drawing attention. Attractive data on repeated basis will turn on the agents to concentrate better. Therefore, there should be a specific person who should be appointed in creating newfangled digital signage software views at least monthly.
Utilizing non-work related media in the call center operations is also a good way to build interest in the industry news and recent trends. Regular updates on contact center displays will actually make calling executives more productive. Any instructional message from management can be directly forwarded with this approach. News on the latest call center technology will always attract the agents.
Allow the agents to keep a thorough eye on the contest that keeps going in any departments. A contest can develop better interest to excel better and desire to take the individual rapport in the industry. Broadcast a contest in the digital signage or through e-mails and grasp the attention of the agents in a short time. No doubt these are hardly practices in the call centers, but these can actually allow the agents to keep a constant eye on these digital mediums.
Clean & clear information is another factor that can ensure better level of call center metrics. If clear information is not expressed properly, the long term attention of an agent can be go to ignorance status. Analyze the format size and the color of the texts and how exactly they can make a viewer stay tuned for long hours. The process can also be benefited with the integration of lock or pop-up desktop metrics applications.
Call center services gets utmost popularity only when the customer care service levels is meeting the demands of the customers. The customer care process is not limited to convince the customers over a telephonic conversation, but also to keep them well integrated with the technology and the most recent trends that rule the customer’s mind. Although the call center executives are provided with the best industrial training, still there remain some grey areas that affect the trust and loyalty. Many blunders are emerged out of which few are very common and needs a serious look-over to these matters. Here are some of them:
One Time Business: most of the business establishments follow a policy that remains concentrated to limited clients. Business that floats on customer care needs to focus a relationship with the client that is carries for a longer period. Your customers need to be well respected and you get some best deals from their references too. Customers need a feeling of security to deal in future. Therefore, start to act ethically with your loyal customers and you will be always benefited for sure.
Excessive Information: This is one of the most common and repetitive factor affect hampers customer care services. There are many customer agents in inbound call center services who provide their customer with excessive information over a telephone. This seems okay for the individuals who are able to grasp them in one. But a majority of customers finds it complex to remember the huge data that is being explained to them. Therefore, it is recommended that the agents try to communicate with simpler processes and send the other technical date using the modern communication tools such as –e-mail, forums, etc.
The Silent Reply: Calling agents engaged in order processing services have the habit of keeping themselves silent when they run out of any answer. This will simply mean that they have no knowledge about their industry types and customers will thus develop a feeling of insecurity and discontinue their business.
Fake Promises & Same Reply: A business that makes fake commitment to their clients can never proceed with a bright future. If you have done it earlier, try to stop it immediately and make sure you clarify your limitations with the clients on time. If th clients understand your issues they can really excuse you and make some better deals in the future, because of the loyalty you presented. Stop making fake excuses and ask for some time to deliver the results.
All the above mentioned points will surely help you to retain your customers and take the customer care services to a better position.