Tuesday, December 28, 2010
Monday, December 20, 2010
Call Center India: Changing the Face of BPO Call Center Outsourcing
Call centers India started their journey around early 1990. Since then, the BPO services industry has seen many ups and downs,
beautiful and ugly twists and turns only to emerge shinier and brighter than ever before. The extent and range of services
have increased manifold. Ranging from inbound call center services to outbound call centers the realm of services have
extended to outbound and web-enabled services.
Web enabled services such as chat, email support and online chat services fulfill the needs of e-commerce era. For this,agents with strong communication skills and technical expertise are employed. that voice agents to develop communication skills and also acquire explicit technical expertise. Call centers in India have all the necessary technology, expertise,infrastructure and manpower to provide all the services to accommodate your business needs and help you gain more profitability in the market place. They have developed state of the art capabilities to exhibit world class training and quality system.
One can very well trace the footsteps of Indian call centers service provider which started as mere customer care or customer support center. Now, call centers India are serving as a medium of achieving business objectives in form of outbound call centers as well. They are the best technical and efficient platform where decision makers can utilize the resources to the utmost in low costs. Call centers are generating leads, helping companies to achieve their sales target and improve satisfaction level of customers.
With their services, you can cut down on operational costs and increase the efficiency of work operations across all levels.
You can witness the spurt of performance in the business and productivity of in-house team by outsourcing the work to them.
Irrespective of the workload, pressure and industry type- they are serving to the varied range of industry domains like hospitality, health-care, finance, media,sales and verification, banking to name a few.
Call Center India has won many accolades and appraisals from the clients across the world. It is a leading provider of specialized call center outsourcing services. It is a specialist in providing all sort of business needs for the professional market. For every facet of business and every twist and turn of market, CCI is the specialist call center for your business needs. The reliability and affordability of services make CCI tops the list of third party service vendors. B e it online retailing or Information call center Technology support for your business, the team of CCI works closely with your in-house team to meet every need and segment- specification of your business. The work quality is maintained through strict guidelines and inspiring environment of the premises.
beautiful and ugly twists and turns only to emerge shinier and brighter than ever before. The extent and range of services
have increased manifold. Ranging from inbound call center services to outbound call centers the realm of services have
extended to outbound and web-enabled services.
Web enabled services such as chat, email support and online chat services fulfill the needs of e-commerce era. For this,agents with strong communication skills and technical expertise are employed. that voice agents to develop communication skills and also acquire explicit technical expertise. Call centers in India have all the necessary technology, expertise,infrastructure and manpower to provide all the services to accommodate your business needs and help you gain more profitability in the market place. They have developed state of the art capabilities to exhibit world class training and quality system.
One can very well trace the footsteps of Indian call centers service provider which started as mere customer care or customer support center. Now, call centers India are serving as a medium of achieving business objectives in form of outbound call centers as well. They are the best technical and efficient platform where decision makers can utilize the resources to the utmost in low costs. Call centers are generating leads, helping companies to achieve their sales target and improve satisfaction level of customers.
With their services, you can cut down on operational costs and increase the efficiency of work operations across all levels.
You can witness the spurt of performance in the business and productivity of in-house team by outsourcing the work to them.
Irrespective of the workload, pressure and industry type- they are serving to the varied range of industry domains like hospitality, health-care, finance, media,sales and verification, banking to name a few.
Call Center India has won many accolades and appraisals from the clients across the world. It is a leading provider of specialized call center outsourcing services. It is a specialist in providing all sort of business needs for the professional market. For every facet of business and every twist and turn of market, CCI is the specialist call center for your business needs. The reliability and affordability of services make CCI tops the list of third party service vendors. B e it online retailing or Information call center Technology support for your business, the team of CCI works closely with your in-house team to meet every need and segment- specification of your business. The work quality is maintained through strict guidelines and inspiring environment of the premises.
Thursday, December 9, 2010
Monday, November 22, 2010
Friday, November 19, 2010
The way to tackle the Hurdles in the way of Customer Satisfaction
Here are some quick facts on customer services of corporate industry:
* 89 percent of business owners feel that customer services can be crucial to their business.
* 80 percent of them said that they have been trying hard to woo their customers in rather creative and different way.
* 65 percent of business owners feel that in their organization customer services are seen as a part of business and messing up with this can invite disciplinary action.
* 57% have a senior executive in charge on improving customer experience across products and channels (up from 45% last year).
* More than 50 percent of survey participants think that lack of finances and co-operation are biggest obstacles to the customer services.
At this time, when customers services have become bigger than anything else and come off the age of being just complimentary services, the above mentioned facts present the not the surprising scenario and the importance of customer services for the industries.
We, at Call Center India bring the real life experience to ease out hurdles of customer satisfaction. Call Center India -CCI, is a leading call center offering inbound and outbound call center services. Being a BPO Services means that we have to lay special emphasis on customer services. We have observed that call center agents often encounter problems to retain the quality of services and offer 100 percent resolution.
* 89 percent of business owners feel that customer services can be crucial to their business.
* 80 percent of them said that they have been trying hard to woo their customers in rather creative and different way.
* 65 percent of business owners feel that in their organization customer services are seen as a part of business and messing up with this can invite disciplinary action.
* 57% have a senior executive in charge on improving customer experience across products and channels (up from 45% last year).
* More than 50 percent of survey participants think that lack of finances and co-operation are biggest obstacles to the customer services.
At this time, when customers services have become bigger than anything else and come off the age of being just complimentary services, the above mentioned facts present the not the surprising scenario and the importance of customer services for the industries.
We, at Call Center India bring the real life experience to ease out hurdles of customer satisfaction. Call Center India -CCI, is a leading call center offering inbound and outbound call center services. Being a BPO Services means that we have to lay special emphasis on customer services. We have observed that call center agents often encounter problems to retain the quality of services and offer 100 percent resolution.
1) Blind communication
2) Deferment
3) Lack of credibility/ understanding between two parties namely company (agents) and customers.
4) Lack of understanding
And seeing the magnitude of customer problems and its association with the success or failure of an organization, we have derived five organizational laws which could be useful for other BPOs as well:
1) Every communication has a motive and action behind it.
A customer calls in order to get an answer or response. He will only buy your things only if he is convinced and have you been slow or irate, he may think to never visit you.
2) Customer or Individuals are only interested in one thing - Themselves and their interests.
Like companies, customers too are interested in their self-interests. They want to know if talking to you is benefiting and help them to close a good deal.
3) To motivate a customer, you need to be charged up.
An agent is unable to motivate customer to buy a product unless he is passionate about the product. Passion here implies being knowledgeable with products, market and its competition.
4) Employees only do what they think or perceive organization respects.
An employee should be the brand ambassador of company. They should be reflection of the ethics, work culture and quality of the company. It can be happened only if employers or company has been able to give them a level of work satisfaction.
1) Customer services or satisfaction cannot be faked.
This is the crux. This fundamental rule very much explains why outsourcing call center services have boomed. Simply because you cannot fake it. You cannot hire an odd number of persons and start them training over for calling. Along with this, taking a toll free number for customer support won't help either.
2) Deferment
3) Lack of credibility/ understanding between two parties namely company (agents) and customers.
4) Lack of understanding
And seeing the magnitude of customer problems and its association with the success or failure of an organization, we have derived five organizational laws which could be useful for other BPOs as well:
1) Every communication has a motive and action behind it.
A customer calls in order to get an answer or response. He will only buy your things only if he is convinced and have you been slow or irate, he may think to never visit you.
2) Customer or Individuals are only interested in one thing - Themselves and their interests.
Like companies, customers too are interested in their self-interests. They want to know if talking to you is benefiting and help them to close a good deal.
3) To motivate a customer, you need to be charged up.
An agent is unable to motivate customer to buy a product unless he is passionate about the product. Passion here implies being knowledgeable with products, market and its competition.
4) Employees only do what they think or perceive organization respects.
An employee should be the brand ambassador of company. They should be reflection of the ethics, work culture and quality of the company. It can be happened only if employers or company has been able to give them a level of work satisfaction.
1) Customer services or satisfaction cannot be faked.
This is the crux. This fundamental rule very much explains why outsourcing call center services have boomed. Simply because you cannot fake it. You cannot hire an odd number of persons and start them training over for calling. Along with this, taking a toll free number for customer support won't help either.
Sunday, November 7, 2010
Help Desk Outsourcing: Pros And Cons
Help desk support is a unique information resource that assists a lot in troubleshooting all sorts of computer and network problems in an organization. The help desk could be in the form of in-house support for employees of a company. It can also be directed at the customers.
Most companies make use of help desk to offer required support to their clients through various avenues such as websites, emails and toll-free numbers.
What is Help Desk Outsourcing?
The firm provides your company with help desk support software application and all it requires for effective functioning. However, help desk outsourcing has its pros and cons. You need to be aware of them before you go about requesting for such services. Let's examine them.
The Pros
Help desk outsourcing gives your company a financial leverage when it's working well. It reduces fixed costs thereby boosting your company profits and investment returns.
Secondly, help desk outsourcing minimizes human labor. The company management can now have enough time to invest in other areas in order to maximize company profits.
Again, help desk outsourcing also creates flexible avenues for handling call volumes and other changes that may occur in the process.
Furthermore, companies that have well installed help desks are better positioned to update their training programs for their employees. Customers are also well satisfied through an effective help desk.
The Cons
Help desk outsourcing may lead to loss of control over training as the provider company may likely control the process. Again, customers suffer a lot when company customer care representatives are not well trained regularly to respond to their problems.
Well, the above negative aspects could be properly managed when the company officials invest enough time and energy in making the help desk come up to standards.
Ways to Enhance Help Desk
In order to minimize the negative aspects of help desk outsourcing, the company involved can set up measurable goals that can enhance the use of the help desk. These may include the response time involved, customer care satisfaction, regulation of the length of calls and so on.
Locating Help Desk Support Providers
In order to outsource help desk successfully, companies should take time in locating the best help desk service providers. In the recent times, there are various firms providing such services online.
You need to take time to search for them. It's often very advisable to go through various reviews written about these companies before you engage them to provide the services your company needs. Working hand-in-hand with well known and experienced help desk service providers is indeed the best approach to take.
In all, Help desk support services despite the minor negative aspects is still very vital for the growth of any organization that wants to get to the next global level. Take your company to greater heights today by going for the best of such services.
The Help Desk Outsourcing is available today through the help of reliable companies. Why not discover more about http://www.callcenterindia.net
Monday, November 1, 2010
BPO Call Center Services - An Outlook
call center is a way to effectively solve the problems incurred by clients/customer with their products and or services. Any company – whether big or small – should have a customer service call center to generate and assist customers with customer support and efficient services. A lot of businesses are taking advantage of offshore outsourcing services – this way; they can focus on their core business and cut down on overheads.
A lot of companies have actually streamlined their approach to partnering with offshore outsourcing services. Companies should first decide on their needs before they opt for a customer service call center. A lot of companies look for budget solutions to suit their needs -this way they can easily solve their customer's needs and also take care of their expenses. Technical problems are consistently arising after the product-sale and the business itself can justify the services.
It is no secret that companies are searching for low-cost customer service solutions to create a better customer services – thanks to offshore outsourcing services, this is possible.
Retaining customers is a must, and having a customer service call center is one way to do it. If companies fail to retain present customers, they will definitely suffer in the long run. Companies that are able to support their customers by taking advantage of offshore outsourcing services will win the hearts of their customers. Customer service call center might seem like a small activity but it can earn a huge applause and guarantee colossal returns. Customer service call center activities retain old customers and help build future customers/clients.
Customer service call center representatives have to be very smart, talented, genuine and highly skilled in handling difficult customers . A couple of offshore outsourcing services hire employees that are not only great at helping out customers, but are also very great at handling cantankerous customers as well. Many offshore customer service call center solution also employ state of the art technology and sheer professionalism in order to create an environment that will meet the various demands of valued customers/clients. Another great quality of offshore customer services is their commitment of time and completion of tasks.
There are a variety of activities involved in a contact center service and all of these activities are dealt with equal efficiency through reputable offshore outsourcing services. As a matter of fact offshore outsourcing services have to work according to their client's specifications – but of course, small variations and modifications are allowed.
The various contact center services offered to doctors and lawyers are usually appointment fixing, query answering, registration, appoint reconfirmation etc. Your business does not have to be gigantic in order to take advantage of offshore outsourcing solutions.
Call Centers India has been in the call center outsourcing business for more than ten years and know the strategies of keeping customers happy. So take advantage of offshore outsourcing services and watch your business grow. The diversified activities offered by CCI include media planning, merchant account setup, online advice and website development services, apart from services and support as an outsourcing and offshore call center.
call center is a way to effectively solve the problems incurred by clients/customer with their products and or services. Any company – whether big or small – should have a customer service call center to generate and assist customers with customer support and efficient services. A lot of businesses are taking advantage of offshore outsourcing services – this way; they can focus on their core business and cut down on overheads.A lot of companies have actually streamlined their approach to partnering with offshore outsourcing services. Companies should first decide on their needs before they opt for a customer service call center. A lot of companies look for budget solutions to suit their needs -this way they can easily solve their customer's needs and also take care of their expenses. Technical problems are consistently arising after the product-sale and the business itself can justify the services.
It is no secret that companies are searching for low-cost customer service solutions to create a better customer services – thanks to offshore outsourcing services, this is possible.
Retaining customers is a must, and having a customer service call center is one way to do it. If companies fail to retain present customers, they will definitely suffer in the long run. Companies that are able to support their customers by taking advantage of offshore outsourcing services will win the hearts of their customers. Customer service call center might seem like a small activity but it can earn a huge applause and guarantee colossal returns. Customer service call center activities retain old customers and help build future customers/clients.
Customer service call center representatives have to be very smart, talented, genuine and highly skilled in handling difficult customers . A couple of offshore outsourcing services hire employees that are not only great at helping out customers, but are also very great at handling cantankerous customers as well. Many offshore customer service call center solution also employ state of the art technology and sheer professionalism in order to create an environment that will meet the various demands of valued customers/clients. Another great quality of offshore customer services is their commitment of time and completion of tasks.
There are a variety of activities involved in a contact center service and all of these activities are dealt with equal efficiency through reputable offshore outsourcing services. As a matter of fact offshore outsourcing services have to work according to their client's specifications – but of course, small variations and modifications are allowed.
The various contact center services offered to doctors and lawyers are usually appointment fixing, query answering, registration, appoint reconfirmation etc. Your business does not have to be gigantic in order to take advantage of offshore outsourcing solutions.
Call Centers India has been in the call center outsourcing business for more than ten years and know the strategies of keeping customers happy. So take advantage of offshore outsourcing services and watch your business grow. The diversified activities offered by CCI include media planning, merchant account setup, online advice and website development services, apart from services and support as an outsourcing and offshore call center.
A lot of companies have actually streamlined their approach to partnering with offshore outsourcing services. Companies should first decide on their needs before they opt for a customer service call center. A lot of companies look for budget solutions to suit their needs -this way they can easily solve their customer's needs and also take care of their expenses. Technical problems are consistently arising after the product-sale and the business itself can justify the services.
It is no secret that companies are searching for low-cost customer service solutions to create a better customer services – thanks to offshore outsourcing services, this is possible.
Retaining customers is a must, and having a customer service call center is one way to do it. If companies fail to retain present customers, they will definitely suffer in the long run. Companies that are able to support their customers by taking advantage of offshore outsourcing services will win the hearts of their customers. Customer service call center might seem like a small activity but it can earn a huge applause and guarantee colossal returns. Customer service call center activities retain old customers and help build future customers/clients.
Customer service call center representatives have to be very smart, talented, genuine and highly skilled in handling difficult customers . A couple of offshore outsourcing services hire employees that are not only great at helping out customers, but are also very great at handling cantankerous customers as well. Many offshore customer service call center solution also employ state of the art technology and sheer professionalism in order to create an environment that will meet the various demands of valued customers/clients. Another great quality of offshore customer services is their commitment of time and completion of tasks.
There are a variety of activities involved in a contact center service and all of these activities are dealt with equal efficiency through reputable offshore outsourcing services. As a matter of fact offshore outsourcing services have to work according to their client's specifications – but of course, small variations and modifications are allowed.
The various contact center services offered to doctors and lawyers are usually appointment fixing, query answering, registration, appoint reconfirmation etc. Your business does not have to be gigantic in order to take advantage of offshore outsourcing solutions.
Call Centers India has been in the call center outsourcing business for more than ten years and know the strategies of keeping customers happy. So take advantage of offshore outsourcing services and watch your business grow. The diversified activities offered by CCI include media planning, merchant account setup, online advice and website development services, apart from services and support as an outsourcing and offshore call center.
Monday, October 18, 2010
Key Facts to run call center outsourcing successfully
Call center outsourcing services offer round the clock services to the clients and their customers. They address the grievances of customers, take their feedback and answer the calls involving technical assistance and resolution of queries. A BPO team is accountable for customer support, the deployed technology, and your business process they have undertaken.
The fundamentals of successful business process outsourcing are many. We have managed to narrow down the list to few which according to us, are the most important ones.
Streamlined Process
The Process Managers are the ones who could organize the process to the tip with all the requirement in place. They are the ones who can align the resources and manage the manpower in accordance with the requirement. They should have experience and expertise in varied domains and streams of industry. They should be well qualified and trained professionals.
Training
Call center agents should be trained and keep updated on the projects and products as their managers. After all, they are the ones who have to speak to customers. They should know about the particular product or services and competitors so that they would be able to answer any question or response coming along in the way. Staff is the true image of any company and a well trained staff can yield in good results and leads for the company resulting in good market reputation for the call center.
Infrastructure & Facilities
To have a well trained and dedicated team, as management you need to know what they want. A better and happy environment leads to more productivity in staff. Management should reward the workers with incentives and bonuses to show the appreciation towards their work. It should also be careful of their comfort and basic facilities such as clean work stations, cafeteria and transportation. Their should always be endeavors to motivate workers as well.
Cally Parkar is one of the lead researchers associated with Call Centers India, delving into the realm of BPO Services , Call Center Outsourcing and inbound call centers.
Tuesday, October 12, 2010
Call Center Outsourcing is a Great Way to Save Money in Tough Economic Times
Call center outsourcing is an idea which offers many cost benefits and advantages. If you are a small to medium sized or huge business and would like to provide yourself and your company the opportunity of cost benefits, take a look at call center outsourcing.
Increase in income for your business.
Satisfied clients which talk to properly trained agents
Campaigns for product upselling by agents
Customer assistance and service
Technical support all by highly trained and knowledgeable staff
Managing overflow calls
Telemarketing, chat and email services are all inexpensive.
Getting highly skilled reps is usually a lot easier than in the States. A few offshore locations employ over one hundred thousand people in the call center business.
One company, only employs agents that have experience with Fortune 500 firms and also 90% of their employees have higher education degrees. Additionally, just about all representatives have at minimum 6 months or perhaps more of phone center knowledge handling sales and. Naturally, this really is a great organization to work with for your call center outsourcing needs.
With regards to client service, there might be significant increase with regard to your business. As an example this happens, when an organization offers a new item or promotes an event. This may result in a huge amount of phone calls which unfortunately if not well thought out could create a problem for your current employees.
The organization would have to use more employees to deal with the abrupt influx of phone calls and commit time and cash on replacing equipment for operations. Using an outsourced call center as a supplier can undoubtedly decrease expenses here.
The harsh truth is that the fees are less expensive compared to employing an onshore provider and definitely less than creating your own.
So if you have a company that is considering call center outsourcing and moving their customer service, lead generation, voice and non voice services services, offshore chat support Services , it can be a great move and will certainly help with the bottom line as so many need in today's times.
Cally Parkar is a frequent writer on the matter of call center outsourcing. He delivers awesome recommendations through an educational way to teaching how they operate and how to apply this knowledge.
Friday, October 1, 2010
BPO Services in India
BPO Services India refers to the most popular phrase used by the business owners in the developed countries. The outsourcing phenomenon is now not only limited to the companies having with too many tasks to handle; with the increase in competition more and more companies are seeking to outsource their assignments to a country like India. Moreover among other BPO Services; BPO Services in India is known to be very unique owing to advantages it brings along.
India has certain important aspects and benefits that cannot be ignored; the same makes it a hub for handling outsourced service operations. Functions such as sales promotion can be easily outsourced to the professionals in India. With the increment in the number of professionals in India very skilled in their domain, the BPO Company in India has become very famous and popular.
Call Center India can be divided in three main categories viz- outbound, web enabled as well as inbound call centres. Number of outbound and inbound call centres has seen a steep rise over the past few years. India gives advantages to the client productivity by facilitating a broad customer base through proper management of very skilled talent pool.
Outbound as well as inbound call centers are the supreme BPO Services provided. The services related to Credit Management, Sales, Verification Services as well as Market Research can be outsourced to Call Centers. Anyone can evaluate the key role these services can play in augmenting the business progress.
India has earned the position of being a very preferred destination providing BPO services. BPO company in India facilitates valued workforce, significant cost advantage and complete government assistance for such initiatives; you also get the necessary infrastructure required for training the employees for the required services.
India has certain important aspects and benefits that cannot be ignored; the same makes it a hub for handling outsourced service operations. Functions such as sales promotion can be easily outsourced to the professionals in India. With the increment in the number of professionals in India very skilled in their domain, the BPO Company in India has become very famous and popular.
Call Center India can be divided in three main categories viz- outbound, web enabled as well as inbound call centres. Number of outbound and inbound call centres has seen a steep rise over the past few years. India gives advantages to the client productivity by facilitating a broad customer base through proper management of very skilled talent pool.
Outbound as well as inbound call centers are the supreme BPO Services provided. The services related to Credit Management, Sales, Verification Services as well as Market Research can be outsourced to Call Centers. Anyone can evaluate the key role these services can play in augmenting the business progress.
India has earned the position of being a very preferred destination providing BPO services. BPO company in India facilitates valued workforce, significant cost advantage and complete government assistance for such initiatives; you also get the necessary infrastructure required for training the employees for the required services.
Wednesday, September 29, 2010
Etiquette Tips for Call Center Agents for Better Customer Services
By any means, call center agents are at beck and call. Even with the advent of latest technology and resources in gamut, the burden and work pressures of agents have not reduced a bit. They have to maintain call center law and order and adhere to strict management guidelines. To help them out, we are suggesting some expert tips that can improve their calling etiquette, provide standard customer services and help them serve better.
1.Be Tone Wary: Be careful when you talk to your customers. Sound cheerful and extremely balanced but not overtly pleased with yourself or flattering. If some things is beyond your area of concern or you needs to escalate it, sound promising and positive about it.
Remember that they have already been worried or annoyed because of the technical problem they have been facing or query they are unable to resolve and your insensitive or indifferent voice can really miff them.
2.Be Attentive: Listening to callers' problems or making calls to sell your products is your job. Nothing should come between it and callers should be given full attention. Do not interrupt them. Speak only when they are finished talking.
Be mindful that they have got mind and they can detect when they do not have your full attention. Do not let their mind boggled up when you are trying to search for the requested information, ask relevant questions to show your concern.
3.Be Clear: Use of headphones or microphones is a big No-No as it can distort your voice. Your job is to speak and listen. Speak with neutral accent, clearly and slowly so that customers can understand everything.
4.Be Well Trained: Read the product manuals carefully and study its market. Along with that have at least decent knowledge of the competition. In case, if customer is confused about the products you can state the benefits of endorsed products by presenting a comparative analysis.
Agents are recommended to take training classes and customers seriously. Their sincere efforts towards customer services can boost the growth of call center and in return, theirs.
Cally parkar is associated with call centers India and working as a Sr. Marketing Manager. Call Centers India (CCI) is a leading business outsourcing company providing high-quality and cost effective call answering services, call center outsourcing and call center services to avail best voice non voice support services for your business, which will help to enhance your business.
1.Be Tone Wary: Be careful when you talk to your customers. Sound cheerful and extremely balanced but not overtly pleased with yourself or flattering. If some things is beyond your area of concern or you needs to escalate it, sound promising and positive about it.
Remember that they have already been worried or annoyed because of the technical problem they have been facing or query they are unable to resolve and your insensitive or indifferent voice can really miff them.
2.Be Attentive: Listening to callers' problems or making calls to sell your products is your job. Nothing should come between it and callers should be given full attention. Do not interrupt them. Speak only when they are finished talking.
Be mindful that they have got mind and they can detect when they do not have your full attention. Do not let their mind boggled up when you are trying to search for the requested information, ask relevant questions to show your concern.
3.Be Clear: Use of headphones or microphones is a big No-No as it can distort your voice. Your job is to speak and listen. Speak with neutral accent, clearly and slowly so that customers can understand everything.
4.Be Well Trained: Read the product manuals carefully and study its market. Along with that have at least decent knowledge of the competition. In case, if customer is confused about the products you can state the benefits of endorsed products by presenting a comparative analysis.
Agents are recommended to take training classes and customers seriously. Their sincere efforts towards customer services can boost the growth of call center and in return, theirs.
Cally parkar is associated with call centers India and working as a Sr. Marketing Manager. Call Centers India (CCI) is a leading business outsourcing company providing high-quality and cost effective call answering services, call center outsourcing and call center services to avail best voice non voice support services for your business, which will help to enhance your business.
Monday, September 27, 2010
BPO outsourcing Services
Business process outsourcing is the assignment of product or function specific business processes to a 3rd party offshore provider that executes and manages the process according to an agreed upon criteria and structure that is measurable for performance.
BPO Services has become a very powerful and recognized approach to the accomplishing a wide variety of strategic and tactical goals from a mere tool for cost savings in transaction-intensive, back office business processes.
Benefits of BPO
1. Turn Key Solution – BPO’s provide a turnkey solution to the process of launching a new startup business, allowing them to be fully operational in a matter of weeks rather than months through state-of-the-art facilities, equipment and workforce.
2. Competitive Edge – businesses can turn their existing business processes into highly profitable world-class BPO solution.
3. Cost Savings – BPO take variable costs out of the equation and create a fixed cost thus significantly reducing employee overhead costs.
4. Increased Revenue – firms partnered with BPO firms acquire new and better knowledge aside from the more capable processes thus increasing their revenues.
The point of view that business process outsourcing is just a mere method of trimming down fixed overhead costs has drastically changed over the decades. Now, BPO is considered more and more as a strategic move to create a competitive edge over competitors. BPO allows a company to put more focus on its core product, functions and processes by assigning its non core functions to a 3rd party provider that specializes on the said function. Outsourcing human resource management is a great example, the HR functions like payroll and benefits, recruitment, and personnel evaluation are delegated to an call center provider that specializes in HRM. The provider will also keep the company posted with constant changes and updates in the HRM realm.
Experts consider that the real advantage of BPO is something intangible and may not even show up or be valued in the balance sheet or any other financial statement. The value BPO brings does not necessarily mean cost savings. Elements such as support and time to market are likely to be critical to success but are usually invaluable.
BPO’s in India are viewed as one of the top drivers that will keep pushing the country as the top destination for outsource services. Costa Rica now supplies several noncore yet critical backroom operations that have been outsourced to India that include accounting, contact center services, human resource administration, virtual assistants, and web design to several countries. With the country’s huge pool of talent especially when it comes to English proficiency, coupled with excellent telecommunications infrastructure, now India is quickly becoming the destination for global BPO.
BPO Services has become a very powerful and recognized approach to the accomplishing a wide variety of strategic and tactical goals from a mere tool for cost savings in transaction-intensive, back office business processes.
Benefits of BPO
1. Turn Key Solution – BPO’s provide a turnkey solution to the process of launching a new startup business, allowing them to be fully operational in a matter of weeks rather than months through state-of-the-art facilities, equipment and workforce.
2. Competitive Edge – businesses can turn their existing business processes into highly profitable world-class BPO solution.
3. Cost Savings – BPO take variable costs out of the equation and create a fixed cost thus significantly reducing employee overhead costs.
4. Increased Revenue – firms partnered with BPO firms acquire new and better knowledge aside from the more capable processes thus increasing their revenues.
The point of view that business process outsourcing is just a mere method of trimming down fixed overhead costs has drastically changed over the decades. Now, BPO is considered more and more as a strategic move to create a competitive edge over competitors. BPO allows a company to put more focus on its core product, functions and processes by assigning its non core functions to a 3rd party provider that specializes on the said function. Outsourcing human resource management is a great example, the HR functions like payroll and benefits, recruitment, and personnel evaluation are delegated to an call center provider that specializes in HRM. The provider will also keep the company posted with constant changes and updates in the HRM realm.
Experts consider that the real advantage of BPO is something intangible and may not even show up or be valued in the balance sheet or any other financial statement. The value BPO brings does not necessarily mean cost savings. Elements such as support and time to market are likely to be critical to success but are usually invaluable.
BPO’s in India are viewed as one of the top drivers that will keep pushing the country as the top destination for outsource services. Costa Rica now supplies several noncore yet critical backroom operations that have been outsourced to India that include accounting, contact center services, human resource administration, virtual assistants, and web design to several countries. With the country’s huge pool of talent especially when it comes to English proficiency, coupled with excellent telecommunications infrastructure, now India is quickly becoming the destination for global BPO.
Friday, August 6, 2010
Friday, July 30, 2010
Wednesday, July 28, 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.
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.
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.
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.
Tuesday, June 29, 2010
Benifits of Call Center Outsourcing
An outsourced call center or customer support center is a company who is on hand to answer or make telephone calls on your behalf. Your customer support center could be based in the UK or overseas, however language barriers, among other problems have made overseas contact centers less appealing for British businesses.
The customer support contact center would manage your telephone calls and follow a pre-arranged script to meet your needs, whether that be providing your customers with information or generating new leads.
1. Gain an edge over your competitors
If your competitors operate a strictly 9am-5pm company, you could open longer through a telephone based team and capture an additional group of people who need your product before 9am or after 5pm. Sophisticated contact centers are employing and training their staff to the highest standard of call center outsourcing. You can provide your customers with excellent support and gain an advantage over your competitors by using an experienced outsourced contact center.
2. Reliability
When using an experienced contact center you can expect a reliable service provided by trained and customer focused staff. This reliability guarantees your customers are well looked after and your company does not miss any opportunities to maximize revenue.
In the event your phone lines are not working, your employees are off work sick or you have an influx of telephone calls, you can rely on an experienced contact center to support your business.
3. Save money
Your business can save money by taking a low risk option an employing an outsourced contact center. The cost of equipment to operate a contact center can be expensive and means your business is fully committed to the strategy. An outsourced contact center can minimize the risk and ensure you don't have to spend expensive amounts of money to setup your own in-house contact center.
Call Center Customer Satisfaction: Know the Facts
Most of the call centers think they get the point of customer satisfaction programs. Satisfied customers are more likely to stay with the company beyond their contract, use more services, and recommend those services to their friends. However, call centers often fall into the trap of "unprofitable" customer satisfaction, which can result in higher churn and lower margins, costing both the company and shareholders money and negatively impacting the bottom line.
Companies with large call centers can often tell which types of customers are going to leave for a competitor, but how can they stop them and solidify their loyalty? How can those in charge of call center operations sift through reams of customer satisfaction data and charts and turn that into an actionable plan that will generate increased profitability?
Years of practical experience working with call centers in many industries and insight gleaned from academic research on Call Center customer satisfaction have contributed to the principles set forth in this article. Debunking customer satisfaction myths and misunderstandings is more than just a theoretical exercise. Understanding these simple tradeoffs can have a direct impact on the bottom line by increasing both revenues and profitability. Will falling prey to these myths cost your organization and shareholders money?
Customer satisfaction should be maximized and customer expectations should be exceeded.
Call centers need to optimize customer satisfaction, not maximize it. Customer expectations should be met -- not exceeded. It is commendable if a call center exceeds its customers' expectations, but too often, companies try to do so at a great cost to profitability without even realizing it.
For many companies, the most frequent point of interaction between the company and the customer is through the call center. Call centers can be both a point of frustration for the customer and point of opportunity for the company, but the key to a profitable call center is finding the sweet spot where expectations and delivery converge. Minimizing call wait time may require expensive investment in new facilities and additional staff, and exceeding customers' expectations can add significant costs to call center operations.
Companies with large call centers can often tell which types of customers are going to leave for a competitor, but how can they stop them and solidify their loyalty? How can those in charge of call center operations sift through reams of customer satisfaction data and charts and turn that into an actionable plan that will generate increased profitability?
Years of practical experience working with call centers in many industries and insight gleaned from academic research on Call Center customer satisfaction have contributed to the principles set forth in this article. Debunking customer satisfaction myths and misunderstandings is more than just a theoretical exercise. Understanding these simple tradeoffs can have a direct impact on the bottom line by increasing both revenues and profitability. Will falling prey to these myths cost your organization and shareholders money?
Customer satisfaction should be maximized and customer expectations should be exceeded.
Call centers need to optimize customer satisfaction, not maximize it. Customer expectations should be met -- not exceeded. It is commendable if a call center exceeds its customers' expectations, but too often, companies try to do so at a great cost to profitability without even realizing it.
For many companies, the most frequent point of interaction between the company and the customer is through the call center. Call centers can be both a point of frustration for the customer and point of opportunity for the company, but the key to a profitable call center is finding the sweet spot where expectations and delivery converge. Minimizing call wait time may require expensive investment in new facilities and additional staff, and exceeding customers' expectations can add significant costs to call center operations.
Thursday, June 24, 2010
BPO is now a management strategy
Offshore outsourcing has evolved much over the years. And companies now expect much more than cost cutting from their outsourcing deals. Value added service has become the norm and this indeed is one major reason for more and more companies opting for outsourcing these days. So much that, outsourcing has gained strength as a management strategy for sustaining global growth as well competitive advantage to overcome the challenges of ever growing business complexities.
So, whether it's a Fortune 100 transnational or even a small enterprise, everyone is looking at outsourcing as a key growth engine thanks to the increased levels of process specialization and sophistication. Domain specialization and not just economies of scale is key to the success of any outsourcing relationship. Outsourcing has been recognized to save companies and not just costs.
Evolving Outsourcing Relationships
Organisations now regard outsourcing as a key initiative for overall growth and not just as mere cost saving exercise. Hence organizations are increasingly seeking best-in-class outsourcing specialists and not just large best of breed outsourcing service providers. This is especially true in the IT & engineering verticals as organizations even outsource new product development tasks to specialized offshore vendors. Research intensive, customer focused outsourcing relationships now has to include the following to remain competitive:
* Innovation Update. Quarterly, bi-annual, or annual innovation reviews (also known as innovation boards) focus typically on state of the market, industry trends and relevant information, technology updates, solution demonstrations, site visits, etc. Leverage other industry peer groups to understand what is happening in your industry, the outsourcing industry, and other sectors.
* Benchmarking. Clients should always activate their benchmarking clauses and focus on best practice as comparators of innovation---not just cost comparisons. Benchmark both functional excellence and outsourced environments.
* Stakeholder Satisfaction Surveys. Perform monthly, quarterly, and annual customer satisfaction surveys. They should be "360 degrees"---covering multiple dimensions and all internal and external stakeholders.
* Deliver on Partnering Promise. Hold regular collaborative planning sessions. Where people are briefed on the strategic and business objectives. Service providers need to come up with implantable strategies on how best they can meet their clients' business challenges. This makes the outsourcing vendors to think and act above simple tactical delivery.
* Value sharing framework. A transparent value-from-outsourcing sharing mechanism on a case-by-case basis should be harnessed to pay for business services delivered. Inclusion of regular mutual rewards for both your organization and that of the service provider boosts people motivation at all levels.
* Service Excellence. All SLAs must be tied to process excellence or customer delight will not happen. Project milestones, "go-live" events, and pilots are tangible means of tracking process maturity & excellence. Other measures include customer satisfaction, productivity, Six Sigma (defects), work elimination, etc.
* Outsourcing Management. The internal governance team should have a transformation or innovation owner, sufficient staff & budget to help drive innovation and must hold the provider accountable for innovation. Reassure and demonstrate to the provider that the relationship is long-term; otherwise they will be inclined to disinvest in innovation and the relationship. Your organization must retain process management expertise at a level at which you can clearly articulate future state requirements, evaluate proposals brought forward by the service provider, and work with your organization to get the business case for change.
* Executive Visibility / Support. Senior executives from the service provider side must have high visibility and access. This includes steering committees, reciprocal headquarter visits, joint speaking engagements, regularly scheduled calls, quarterly and annual briefings.
* Behaviour/Communication/Culture. Be prepared to invest in and encourage business process transformations that are aligned to business goals - rather early in any outsourcing relationship. Transformation requires a partnership mindset, not a transactional orientation. Innovation is often not brought to bear because clients do not ask for it, define what they mean by it, and motivate the provider to deliver it, or put restrictions around it. Clients rarely help the provider to understand what is important to them.
Resources
offshoringtimes.com
So, whether it's a Fortune 100 transnational or even a small enterprise, everyone is looking at outsourcing as a key growth engine thanks to the increased levels of process specialization and sophistication. Domain specialization and not just economies of scale is key to the success of any outsourcing relationship. Outsourcing has been recognized to save companies and not just costs.
Evolving Outsourcing Relationships
Organisations now regard outsourcing as a key initiative for overall growth and not just as mere cost saving exercise. Hence organizations are increasingly seeking best-in-class outsourcing specialists and not just large best of breed outsourcing service providers. This is especially true in the IT & engineering verticals as organizations even outsource new product development tasks to specialized offshore vendors. Research intensive, customer focused outsourcing relationships now has to include the following to remain competitive:
* Innovation Update. Quarterly, bi-annual, or annual innovation reviews (also known as innovation boards) focus typically on state of the market, industry trends and relevant information, technology updates, solution demonstrations, site visits, etc. Leverage other industry peer groups to understand what is happening in your industry, the outsourcing industry, and other sectors.
* Benchmarking. Clients should always activate their benchmarking clauses and focus on best practice as comparators of innovation---not just cost comparisons. Benchmark both functional excellence and outsourced environments.
* Stakeholder Satisfaction Surveys. Perform monthly, quarterly, and annual customer satisfaction surveys. They should be "360 degrees"---covering multiple dimensions and all internal and external stakeholders.
* Deliver on Partnering Promise. Hold regular collaborative planning sessions. Where people are briefed on the strategic and business objectives. Service providers need to come up with implantable strategies on how best they can meet their clients' business challenges. This makes the outsourcing vendors to think and act above simple tactical delivery.
* Value sharing framework. A transparent value-from-outsourcing sharing mechanism on a case-by-case basis should be harnessed to pay for business services delivered. Inclusion of regular mutual rewards for both your organization and that of the service provider boosts people motivation at all levels.
* Service Excellence. All SLAs must be tied to process excellence or customer delight will not happen. Project milestones, "go-live" events, and pilots are tangible means of tracking process maturity & excellence. Other measures include customer satisfaction, productivity, Six Sigma (defects), work elimination, etc.
* Outsourcing Management. The internal governance team should have a transformation or innovation owner, sufficient staff & budget to help drive innovation and must hold the provider accountable for innovation. Reassure and demonstrate to the provider that the relationship is long-term; otherwise they will be inclined to disinvest in innovation and the relationship. Your organization must retain process management expertise at a level at which you can clearly articulate future state requirements, evaluate proposals brought forward by the service provider, and work with your organization to get the business case for change.
* Executive Visibility / Support. Senior executives from the service provider side must have high visibility and access. This includes steering committees, reciprocal headquarter visits, joint speaking engagements, regularly scheduled calls, quarterly and annual briefings.
* Behaviour/Communication/Culture. Be prepared to invest in and encourage business process transformations that are aligned to business goals - rather early in any outsourcing relationship. Transformation requires a partnership mindset, not a transactional orientation. Innovation is often not brought to bear because clients do not ask for it, define what they mean by it, and motivate the provider to deliver it, or put restrictions around it. Clients rarely help the provider to understand what is important to them.
Resources
offshoringtimes.com
Tuesday, June 22, 2010
Wednesday, June 16, 2010
Why Companies Choose Call Center OffShoring
Outsourcing is certainly not a new concept in the global business world. In the past decade, the business world has experienced a great boom in outsourcing to the offshore destinations. Now the reasons that have led to the popularity of the offshore customer service centers are pointed out in detail in the article.
The offshore call center companies help business organizations to carry forward diverse business processes starting from telemarketing, technical support, telemarketing to customer service. Most businesses operating in the current market have already found out that there are several advantages to offshore call center outsourcing.
One such major benefit that business organization can enjoy is incredible cost savings. Companies those choose to outsource some essential business processes usually gain the lower overhead expenses. For this reason, companies do not have to invest in the new resources as the call center already includes the right technology and infrastructure.
A call center is normally paid in a fixed rate. The rate is generally calculated per agent, involved in carrying out your business project. So businesses choosing to outsource customer care services have to shoulder the labor costs only. Apart from labor costs, businesses do not have to think about the other costs like the recruitment costs.
In addition, companies will not have to worry about the employee benefits. As agents do not work on direct payroll of the business organization, businesses will be able to avoid paying the employees.
Companies that choose offshore outsourcing services enjoy about 60 percent cost savings because of the lower labor costs available in the offshore destinations like Latin America and Asia. Besides cost savings, there are few other advantages to outsourcing. Few of them are discussed in the next few lines.
Offshore centers normally involves 24/7 operations. These customer service centers also include multilingual capabilities. For businesses, this actually means gaining the ability to function round the clock. This kind of service is especially important for those businesses that work in different time zones. Moreover, businesses that have to ensure the 24/7 customer service have to ensure outsource customer support.
Offshore customer service centers emerge to be the essential way to support customers whenever they need any kind of assistance. The 24/7 support helps to resolve customer queries and problems. This in turn helps business organizations to function effectively ensuring improved customer satisfaction and retention.
The available multilingual features also help business organizations to avoid language barrier of any type and to carry out business functions effectively. This is another potential advantage of availing offshore services.
Next in line comes another important benefit of off-shoring customer services. In this regard, the offshore call center firms allow scaling down and ramping up of diverse business operations. Depending on the requirements of the individual clients, an offshore call center will hire and train agents and carry forward the staff distribution process. For example, the customer service center can add manpower as quickly as possible. Their services ensure specialized customer service support operations during the peak periods.
Looking at the above benefits, you can be sure why most businesses try to choose offshore call centers for carrying forward the non-core processes.
Call center answering services add to the efficiency of the business services. It ensures 24-hour customer support for businesses opting for such services. To find more about BPO Services and call center services click on http://www.callcenterindia.net
The offshore call center companies help business organizations to carry forward diverse business processes starting from telemarketing, technical support, telemarketing to customer service. Most businesses operating in the current market have already found out that there are several advantages to offshore call center outsourcing.
One such major benefit that business organization can enjoy is incredible cost savings. Companies those choose to outsource some essential business processes usually gain the lower overhead expenses. For this reason, companies do not have to invest in the new resources as the call center already includes the right technology and infrastructure.
A call center is normally paid in a fixed rate. The rate is generally calculated per agent, involved in carrying out your business project. So businesses choosing to outsource customer care services have to shoulder the labor costs only. Apart from labor costs, businesses do not have to think about the other costs like the recruitment costs.
In addition, companies will not have to worry about the employee benefits. As agents do not work on direct payroll of the business organization, businesses will be able to avoid paying the employees.
Companies that choose offshore outsourcing services enjoy about 60 percent cost savings because of the lower labor costs available in the offshore destinations like Latin America and Asia. Besides cost savings, there are few other advantages to outsourcing. Few of them are discussed in the next few lines.
Offshore centers normally involves 24/7 operations. These customer service centers also include multilingual capabilities. For businesses, this actually means gaining the ability to function round the clock. This kind of service is especially important for those businesses that work in different time zones. Moreover, businesses that have to ensure the 24/7 customer service have to ensure outsource customer support.
Offshore customer service centers emerge to be the essential way to support customers whenever they need any kind of assistance. The 24/7 support helps to resolve customer queries and problems. This in turn helps business organizations to function effectively ensuring improved customer satisfaction and retention.
The available multilingual features also help business organizations to avoid language barrier of any type and to carry out business functions effectively. This is another potential advantage of availing offshore services.
Next in line comes another important benefit of off-shoring customer services. In this regard, the offshore call center firms allow scaling down and ramping up of diverse business operations. Depending on the requirements of the individual clients, an offshore call center will hire and train agents and carry forward the staff distribution process. For example, the customer service center can add manpower as quickly as possible. Their services ensure specialized customer service support operations during the peak periods.
Looking at the above benefits, you can be sure why most businesses try to choose offshore call centers for carrying forward the non-core processes.
Call center answering services add to the efficiency of the business services. It ensures 24-hour customer support for businesses opting for such services. To find more about BPO Services and call center services click on http://www.callcenterindia.net
Thursday, May 27, 2010
Call Center Services Outsourcing – It Cannot Be Ignored
Offshore call centers provide a comprehensive range of services that include everything from sales support to technical support, customer service, and telemarketing. It is now common knowledge that call center services outsourcing allows businesses to achieve and sustain high-end goals and objectives such as cost reductions, efficiency improvements, and increased customer satisfaction.
However, since the overall success rate of call center services outsourcing projects is around 70%, a figure that leaves a lot to be desired, it is recommended that businesses do not take things lightly. To increase the probability of success, businesses will have to work on critical issues such as identifying call center processes that are suitable for outsourcing, defining a sustainable cost structure and estimating the minimum time-frame of the proposed outsourcing project. All this, in turn, will require businesses to assess their basic needs and requirements and find out whether or not outsourcing will really help manage those needs. Here are some examples that can help.
Call Center Services Outsourcing Cannot Be Ignored When:-
1.A business is expecting a huge increase in its customer base, either due to the launch of a new product or service, or due to a recently launched promotional campaign. The number of customers requiring help and support services would then increase, something that is best managed through call center services outsourcing.
2.A business realizes that its call volumes fluctuate and that the inhouse call center team often has too much free time on its hands. Call center outsourcing can help here by providing operational flexibility.
3.A business notices that its nearest competitor has introduced more cost-effective products and services in the target market. Reducing operational costs is often the solution in these cases, something that can be achieved through call center services outsourcing.
4.A business cannot ignore the need to provide 24/7, "always online" help and support services due to the inherent complexity of the product or service. Call center services outsourcing can make that easier and affordable as well.
Businesses planning to outsource BPO can use these to determine why exactly they need outsourcing and how exactly it will benefit. It will help them create better plans and strategies, as is necessary for ensuring the success of call center services outsourcing projects.
However, since the overall success rate of call center services outsourcing projects is around 70%, a figure that leaves a lot to be desired, it is recommended that businesses do not take things lightly. To increase the probability of success, businesses will have to work on critical issues such as identifying call center processes that are suitable for outsourcing, defining a sustainable cost structure and estimating the minimum time-frame of the proposed outsourcing project. All this, in turn, will require businesses to assess their basic needs and requirements and find out whether or not outsourcing will really help manage those needs. Here are some examples that can help.
Call Center Services Outsourcing Cannot Be Ignored When:-
1.A business is expecting a huge increase in its customer base, either due to the launch of a new product or service, or due to a recently launched promotional campaign. The number of customers requiring help and support services would then increase, something that is best managed through call center services outsourcing.
2.A business realizes that its call volumes fluctuate and that the inhouse call center team often has too much free time on its hands. Call center outsourcing can help here by providing operational flexibility.
3.A business notices that its nearest competitor has introduced more cost-effective products and services in the target market. Reducing operational costs is often the solution in these cases, something that can be achieved through call center services outsourcing.
4.A business cannot ignore the need to provide 24/7, "always online" help and support services due to the inherent complexity of the product or service. Call center services outsourcing can make that easier and affordable as well.
Businesses planning to outsource BPO can use these to determine why exactly they need outsourcing and how exactly it will benefit. It will help them create better plans and strategies, as is necessary for ensuring the success of call center services outsourcing projects.
Monday, May 24, 2010
Indian BPO revenues to increase
Indian BPO revenues to increase
The annual revenue of Indian ITeS BPO services industry is expected to rise by more than USD10 billion by FY10 from the current fiscal levels, notwithstanding the concerns over rupee appreciation and competition from countries like China and Philippines. According to a new study by international research and consultancy firm Dun and Bradstreet, the Indian ITeS BPO industry would reach a revenue of 23.7 billion by FY10 against an estimated USD12.9 billion in FY08.
The continuing surge in global spending on business process outsourcing activities would help boost the Indian ITeSBPO market, even though rupee appreciation could put some pressure on its future growth, D&B said in the report.
The global spending on BPO is expected to reach USD618 billion by 2010 from around USD423 billion in 2006, signifying the huge potential for countries such as India, D and Bs AsiaPacific President David J Emery said.
At present, Indias share to the global spending on BPO market is around 2 per cent, which though modest, does indicate the huge opportunities the country has to grow its revenue share, Emery added.
However, the future growth could be slightly moderate in view of the recent appreciation of the rupee against US dollar, the report noted.
Exports would continue to remain the major revenue generator and would contribute about 86 per cent to the total industry revenue in next three years.
Besides, domestic market is also expected to emerge as an important driver with an estimated revenue of 3.41 billion dollars by FY10.
The continuing surge in global spending on business process outsourcing activities would help boost the Indian ITeSBPO market, even though rupee appreciation could put some pressure on its future growth, D&B said in the report.
The global spending on BPO is expected to reach USD618 billion by 2010 from around USD423 billion in 2006, signifying the huge potential for countries such as India, D and Bs AsiaPacific President David J Emery said.
At present, Indias share to the global spending on BPO market is around 2 per cent, which though modest, does indicate the huge opportunities the country has to grow its revenue share, Emery added.
However, the future growth could be slightly moderate in view of the recent appreciation of the rupee against US dollar, the report noted.
Exports would continue to remain the major revenue generator and would contribute about 86 per cent to the total industry revenue in next three years.
Besides, domestic market is also expected to emerge as an important driver with an estimated revenue of 3.41 billion dollars by FY10.
Tuesday, May 18, 2010
Back Office Services Outsourcing – Helping Reduce Carbon Footprint
It may be common knowledge that back office services outsourcing helps reduce costs and clutter, but not many know that it is also helping businesses reduce their carbon footprint. Reducing the carbon footprint may not be a legal requirement as yet, but realizing the adverse affects that rising carbon emissions are having on the environment, many businesses have voluntarily taken up the challenge to reduce their carbon footprint. For achieving that purpose, many of these businesses have chosen back office services outsourcing.
But where's the smoke in back office operations? Well, just look around and when you notice things like paper, office stationery, electronic and electrical devices, etc, you will know that industrial chimneys had worked overtime while these products were being manufactured. A look at energy bills of your office will also help you realize how substantially back office operations actually contribute to global carbon emissions.
But what about back office services outsourcing firms? Won't they use the same office equipment, processes and peripherals and contribute equally to global carbon emissions? Well, they certainly will, but there's a difference. You see, back office services outsourcing works like a car pool. Back office services outsourcing firms handle multiple outsourcing accounts simultaneously and when everything gets done under one roof, it naturally helps reduce the carbon footprint. A single shop catering to 10 different clients will naturally use less resources as compared to 10 different shops catering to 10 different clients. It's that simple.
The best part is that back office support services outsourcing firms do not have to put in extra efforts or make additional investments for reducing the carbon footprint. It's something that occurs naturally. Back office services outsourcing firms are certainly thankful because it allows them to focus on other urgent and critical issues such as reducing costs and increasing efficiency.
But where's the smoke in back office operations? Well, just look around and when you notice things like paper, office stationery, electronic and electrical devices, etc, you will know that industrial chimneys had worked overtime while these products were being manufactured. A look at energy bills of your office will also help you realize how substantially back office operations actually contribute to global carbon emissions.
But what about back office services outsourcing firms? Won't they use the same office equipment, processes and peripherals and contribute equally to global carbon emissions? Well, they certainly will, but there's a difference. You see, back office services outsourcing works like a car pool. Back office services outsourcing firms handle multiple outsourcing accounts simultaneously and when everything gets done under one roof, it naturally helps reduce the carbon footprint. A single shop catering to 10 different clients will naturally use less resources as compared to 10 different shops catering to 10 different clients. It's that simple.
The best part is that back office support services outsourcing firms do not have to put in extra efforts or make additional investments for reducing the carbon footprint. It's something that occurs naturally. Back office services outsourcing firms are certainly thankful because it allows them to focus on other urgent and critical issues such as reducing costs and increasing efficiency.
Friday, May 14, 2010
Call Centers Operations and Services
While the news of outsourcing the Call Center Operations & services are doing rounds in market, this article presents the pros and cons of taking services of these.
The untapped potential of places like India, Philippines and Korea has been explored and exposed due to the increasing trend of establishing contact centers and outsourcing services like: Telemarketing, Customer Support, Email & Chat solutions, Data Entry Operation and other marketing services.
The traditional management hierarchy is different and ages old in comparison to the new era call centers. Their modus operandi is unique and thoroughly documented to provide customers delightful experience and ecstatic results. The contact center also keeps a proper track sheet to gauge the input and ROI.
The services help you to cut cost and save time to build an in house time and train them. One of your representatives can teach them over the phone or in person. From telemarketing to software development, these call centers groups are providing you value added services with quality and time. The team of agents is well trained to handle the nerve racking stress with ease. The agents work ten days consecutively to handle the call load in an efficient way. Services, they offer are low on cost, high on technology and strict on quality.
The operations and service supports are streamlined such way that a single call is not returned back and you can easily track or analyze your returns and status of your product against competitors. The call centers operate on 24/ 7 work methodology to fill the time hiatus between the west and oriental zones. Services are segmented among teams. The BPO employees go through a strict check and duly monitored to maintain the confidentiality of data. Any USBs or storage devices are big NO-NO at the premises of call centers.
The performance yardsticks of BPO Services are more than high and these don’t opt for any halfway house between quality and offered services. So, here we can see that you can gain much with a little do. You just need to be careful about to choose a right BPO that suits best your need and cost parameters.
The untapped potential of places like India, Philippines and Korea has been explored and exposed due to the increasing trend of establishing contact centers and outsourcing services like: Telemarketing, Customer Support, Email & Chat solutions, Data Entry Operation and other marketing services.
The traditional management hierarchy is different and ages old in comparison to the new era call centers. Their modus operandi is unique and thoroughly documented to provide customers delightful experience and ecstatic results. The contact center also keeps a proper track sheet to gauge the input and ROI.
The services help you to cut cost and save time to build an in house time and train them. One of your representatives can teach them over the phone or in person. From telemarketing to software development, these call centers groups are providing you value added services with quality and time. The team of agents is well trained to handle the nerve racking stress with ease. The agents work ten days consecutively to handle the call load in an efficient way. Services, they offer are low on cost, high on technology and strict on quality.
The operations and service supports are streamlined such way that a single call is not returned back and you can easily track or analyze your returns and status of your product against competitors. The call centers operate on 24/ 7 work methodology to fill the time hiatus between the west and oriental zones. Services are segmented among teams. The BPO employees go through a strict check and duly monitored to maintain the confidentiality of data. Any USBs or storage devices are big NO-NO at the premises of call centers.
The performance yardsticks of BPO Services are more than high and these don’t opt for any halfway house between quality and offered services. So, here we can see that you can gain much with a little do. You just need to be careful about to choose a right BPO that suits best your need and cost parameters.
Monday, May 10, 2010
Outsourcing Call Center Work Successfully
In spite of the continuous growth in the call center industry, selecting one is still not a decision that can be taken in a lighter mood. It is quite evident that companies seek to explore call center services as an alternative to generate sales and big ROI. In a few cases, outsourced customer care services become a mere necessity for companies trying to respond to the growing competition.
Any organization looking out to explore inbound or outbound call center services should first begin with a basic research. Opting for a basic research in the initial phases prove to be helpful in taking right decision. Be sure that you are seeking for a service provider that will be representing your own brand.
A wrong choice from your own part can create an adverse effect on the productivity and growth prospects of your company. Here lies the importance of knowing all those aspects of the call center outsourcing. Keep in mind that having a note on the right way to outsource customer services stands crucial for each and every company.
From your part, it will be essential to get familiar with the diverse aspects of the call center outsourcing that can mean profitable for your own business. You need to understand the given difference between the two functions carried out in a customer care unit. They are outbound telemarketing and inbound telemarketing. Keeping a note on both these functions will be important.
When choosing to outsource the significant contact center work, make sure to include a great understanding on the diverse key points. These include
• Knowing the Experience Level of the Service Provider:
A brief understanding of the above factor stands vital when selecting a unit that will ultimately offer the call center services for your business organization. Even though a service vendor is not in business for too long, they should provide services maintaining the industrial standards.
Questions that need to be asked include:
Do the hired company offer chat or email support or inquiry handling services? These are services that are considered significant when outsourcing.
• A Note on Quality Infrastructure:
An outsource customer care service provider that provides different customized services should incorporate few essential tools for carrying forward its job. This includes a brief know-how on the latest computer or telephone technology.
• Use of Qualified Agents:
The hired agents should have the ability to speak and write in English. A good command over English language is considered a must. Moreover, speaking with clarity is also considered as significant. Moreover, agents should be familiar with the diverse services and products of the companies that they represent.
• Cultural Alignment and Proximity:
Even though it is widely approved that contact center outsourcing usually involves using companies in a foreign destination. However, there should always be some ways to monitor its business operations to ensure right value for investment.
• Billing Process:
It is an alarming fact that some companies set unscrupulous standards in their ways to deal with business contracts. Your contact center should be upfront about all types of related costs. This is to ensure best services avoiding problems in the entire process.
To know more about BPO services and call center services you can log on to our website where you will get a wide array of necessary information on business process outsourcing and call centre services.
Any organization looking out to explore inbound or outbound call center services should first begin with a basic research. Opting for a basic research in the initial phases prove to be helpful in taking right decision. Be sure that you are seeking for a service provider that will be representing your own brand.
A wrong choice from your own part can create an adverse effect on the productivity and growth prospects of your company. Here lies the importance of knowing all those aspects of the call center outsourcing. Keep in mind that having a note on the right way to outsource customer services stands crucial for each and every company.
From your part, it will be essential to get familiar with the diverse aspects of the call center outsourcing that can mean profitable for your own business. You need to understand the given difference between the two functions carried out in a customer care unit. They are outbound telemarketing and inbound telemarketing. Keeping a note on both these functions will be important.
When choosing to outsource the significant contact center work, make sure to include a great understanding on the diverse key points. These include
• Knowing the Experience Level of the Service Provider:
A brief understanding of the above factor stands vital when selecting a unit that will ultimately offer the call center services for your business organization. Even though a service vendor is not in business for too long, they should provide services maintaining the industrial standards.
Questions that need to be asked include:
Do the hired company offer chat or email support or inquiry handling services? These are services that are considered significant when outsourcing.
• A Note on Quality Infrastructure:
An outsource customer care service provider that provides different customized services should incorporate few essential tools for carrying forward its job. This includes a brief know-how on the latest computer or telephone technology.
• Use of Qualified Agents:
The hired agents should have the ability to speak and write in English. A good command over English language is considered a must. Moreover, speaking with clarity is also considered as significant. Moreover, agents should be familiar with the diverse services and products of the companies that they represent.
• Cultural Alignment and Proximity:
Even though it is widely approved that contact center outsourcing usually involves using companies in a foreign destination. However, there should always be some ways to monitor its business operations to ensure right value for investment.
• Billing Process:
It is an alarming fact that some companies set unscrupulous standards in their ways to deal with business contracts. Your contact center should be upfront about all types of related costs. This is to ensure best services avoiding problems in the entire process.
To know more about BPO services and call center services you can log on to our website where you will get a wide array of necessary information on business process outsourcing and call centre services.
Thursday, May 6, 2010
Customer Satisfaction with Call Center
The call center plays a vital role in assuring that customers are satisfied with the organization that the center represents. In fact, the center must ensure that customers are satisfied enough to remain loyal, spread the positive word about the company and produce a return on the investment that the company made when establishing the call center in the first place.
Customer issues see resolution only 45 percent of the time when handled by reps with poor communication skills. In the instance where a rep can speak clearly, 88 percent of issues are resolved. Communication skills prove to be a challenge among some U.S.-based customer service representatives, but on average U.S.-based call centers score better than offshore call centers on rep communication skills.
Customer issues see resolution only 45 percent of the time when handled by reps with poor communication skills. In the instance where a rep can speak clearly, 88 percent of issues are resolved. Communication skills prove to be a challenge among some U.S.-based customer service representatives, but on average U.S.-based call centers score better than offshore call centers on rep communication skills.
Monday, May 3, 2010
Technology Trends in the BPO World
In 2010, corporations will continue to streamline costs, and often that means pursuing technological advances that improve productivity. However, with the proliferation of multiple service channels, increased customer expectations, and challenging revenue objectives, companies must manage costs with surgical precision.
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
In 2010, corporations will continue to streamline costs, and often that means pursuing technological advances that improve productivity. However, with the proliferation of multiple service channels, increased customer expectations, and challenging revenue objectives, companies must manage costs with surgical precision.
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
Business process experts often identify opportunities to enhance the customer experience and take cost out of the transaction. There are situations where today's consumers actually prefer a self-serve or automated service experience, or would be better served by being diverted to a particular channel. Industry specialists have the expertise to identify scenarios that are right for such an opportunity. The more a business process partner is involved in the end-to-end sales and services solution, the more visibility they can provide to opportunities that streamline processes or improve the customer experience—not to mention the additional insights gleaned that help avoid process, and potential product pitfalls.
As a BPO partner, we work with businesses to use contact data to improve the customer experience. We offer technology solutions that optimize staff resources and transition contacts to revenue generation opportunities when appropriate. A great example is TeleTech's store call solution which helps retailers, and other businesses with multiple locations, transition calls off of the retail floor and into a contact center environment. Making this switch accomplishes a number of objectives for the retailer, and the customer.
Resources
customerthink.com
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
In 2010, corporations will continue to streamline costs, and often that means pursuing technological advances that improve productivity. However, with the proliferation of multiple service channels, increased customer expectations, and challenging revenue objectives, companies must manage costs with surgical precision.
This year, businesses will make better use of Business Process Outsourcing (BPO) technological tools to run their multichannel service organizations more effectively, and leverage automation to make the most of each customer contact. By approaching technology and outsourcing strategies as an investment, these companies can retain customers and grow revenue, while strategically managing costs.
Business process experts often identify opportunities to enhance the customer experience and take cost out of the transaction. There are situations where today's consumers actually prefer a self-serve or automated service experience, or would be better served by being diverted to a particular channel. Industry specialists have the expertise to identify scenarios that are right for such an opportunity. The more a business process partner is involved in the end-to-end sales and services solution, the more visibility they can provide to opportunities that streamline processes or improve the customer experience—not to mention the additional insights gleaned that help avoid process, and potential product pitfalls.
As a BPO partner, we work with businesses to use contact data to improve the customer experience. We offer technology solutions that optimize staff resources and transition contacts to revenue generation opportunities when appropriate. A great example is TeleTech's store call solution which helps retailers, and other businesses with multiple locations, transition calls off of the retail floor and into a contact center environment. Making this switch accomplishes a number of objectives for the retailer, and the customer.
Resources
customerthink.com
Monday, April 26, 2010
What does BPO Services required?
BPO is the short of business process outsourcing. Business process outsourcing in its term refers to handing over some part of the business processing, which is not precisely a part of the core competency, to some third party who specializes in the same.
This concept of contracts to a third party has always been there in the society but the magic word of outsourcing and specifically Business Process Outsourcing got its origination in the late 90's.
This has been made possible due to the reduction of the cost factor of communicating as well as commuting. The advantage of the process was first realized by the big investors and thus they got up with a term for the same and hence the volume increased.
Business process outsourcing or BPO thereby brings in a third party contractor or a vendor to arrive at the scene and take over some part of the business, making it lesser time consuming and more effective in its nature. This in turn also results in tremendous cost reduction, as well as huge amount of saving in terms of the work hours, which results in further increase in production capacity.
With the availability of abundant skilled work force in countries like India, china, Romania, Philippines- multinationals have set their targets on these countries. Since the academic system of education brings up loads of skill every year, Business Process Outsourcing is the most favorable. With the cultural ethics, dedication, specialization in subjects and computer skills, Indian youth has been set as the main attraction.
With the society advancing at a fast pace, organizations have been forced to adopt the situation of transparency in the service sector have thus become more answerable to their customers. The shareholders have started putting questions and demands which did require a full time devotion. Business Process Outsourcing- thus assisting in the same by representing an organization to their respective shareholders.
Business Process Outsourcing also ensures the spreading of the wings of the larger organization towards the unknown world, thus lending a chance to enforce their business developments in the developing nation, helping these countries to develop tremendously in terms of their economies.
The immense popularity of BPO services has been due to the tremendous growth of the IT sector, symbolizing a leap towards the technological advancements. The reduction in distance and the easier modes of communication made it easy for firms to get to each other. Moreover the need of outsourcing of the business revolving around the core has been always tried to put off.
According to the reports and the surveys, an Indian professional performs exactly the same job as compared to a United States employee, but at half of the compared labor cost. This reduces the costing heavily and in addition ensures the availability of a fleet of work force.
This concept of contracts to a third party has always been there in the society but the magic word of outsourcing and specifically Business Process Outsourcing got its origination in the late 90's.
This has been made possible due to the reduction of the cost factor of communicating as well as commuting. The advantage of the process was first realized by the big investors and thus they got up with a term for the same and hence the volume increased.
Business process outsourcing or BPO thereby brings in a third party contractor or a vendor to arrive at the scene and take over some part of the business, making it lesser time consuming and more effective in its nature. This in turn also results in tremendous cost reduction, as well as huge amount of saving in terms of the work hours, which results in further increase in production capacity.
With the availability of abundant skilled work force in countries like India, china, Romania, Philippines- multinationals have set their targets on these countries. Since the academic system of education brings up loads of skill every year, Business Process Outsourcing is the most favorable. With the cultural ethics, dedication, specialization in subjects and computer skills, Indian youth has been set as the main attraction.
With the society advancing at a fast pace, organizations have been forced to adopt the situation of transparency in the service sector have thus become more answerable to their customers. The shareholders have started putting questions and demands which did require a full time devotion. Business Process Outsourcing- thus assisting in the same by representing an organization to their respective shareholders.
Business Process Outsourcing also ensures the spreading of the wings of the larger organization towards the unknown world, thus lending a chance to enforce their business developments in the developing nation, helping these countries to develop tremendously in terms of their economies.
The immense popularity of BPO services has been due to the tremendous growth of the IT sector, symbolizing a leap towards the technological advancements. The reduction in distance and the easier modes of communication made it easy for firms to get to each other. Moreover the need of outsourcing of the business revolving around the core has been always tried to put off.
According to the reports and the surveys, an Indian professional performs exactly the same job as compared to a United States employee, but at half of the compared labor cost. This reduces the costing heavily and in addition ensures the availability of a fleet of work force.
Thursday, April 15, 2010
Call Center Outsourcing Trands
BPO Trends Call Center, staffs answer your telephone, faxes, data information, web inquiries, your mail, and live chat support for your services and included customer service solutions. Call center outsourcing is proving to be one of the most successful ways to boost cost effectiveness. Companies like GE, American Express, Sprint, Dell, AOL, and Amazon illustrate this pattern. After trying call center outsourcing to lower cost locations like India, these and many others Fortune 500 companies have improved cost effectiveness by up to 50-55 percent.
Call center outsourcing has picked up in countries that have a steady, business-friendly government and an improved telecommunications infrastructure, high bandwidth telecom links are available, Toll-free long distance services are allowed and cheaper effort and IT talent.
Call Center Outsourcing Benefits :
* Manpower cost savings of approximately 75-85% .
* Reduced employee attrition, from 60% to approximately 25%.
* Process re-engineering benefits.
* Flexible working hours.
* Availability of mature vendors with the ability to ramp up on demand.
* Availability of skilled and professional manpower at any given time.
* Calling through high-end VOIP infrastructure.
Call Center Outsourcing Benefits :
* Manpower cost savings of approximately 75-85% .
* Reduced employee attrition, from 60% to approximately 25%.
* Process re-engineering benefits.
* Flexible working hours.
* Availability of mature vendors with the ability to ramp up on demand.
* Availability of skilled and professional manpower at any given time.
* Calling through high-end VOIP infrastructure.
Wednesday, April 7, 2010
Friday, March 26, 2010
Wednesday, March 10, 2010
Offshore Outsourcing Spending Creeps
IT's latest reports spending on information technology projects farmed out to low-cost places like India should grow by 1 percent this year, according to a report Thursday from investment firm Merrill Lynch.
"The report, based on a December survey of 50 United States-based chief information officers, also found that spending on offshore IT services represents a small but growing chunk of budgets allocated to IT services. In 2004, offshore IT services accounted for 1 percent of the budgets, but CIOs indicated that that figure will increase to 1.4 percent in coming years."
"We expect U.S. companies to increase jobs sent offshore in the next two to three years as they try to drive costs down and improve operating margins," the report said.
"Merrill's survey is the latest data point in an as-yet-incomplete picture about the scope and effect of so-called offshore outsourcing. Comprehensive data about the controversial trend has been lacking, but a $2 million government study is in the works."
Resources
News.com
"The report, based on a December survey of 50 United States-based chief information officers, also found that spending on offshore IT services represents a small but growing chunk of budgets allocated to IT services. In 2004, offshore IT services accounted for 1 percent of the budgets, but CIOs indicated that that figure will increase to 1.4 percent in coming years."
"We expect U.S. companies to increase jobs sent offshore in the next two to three years as they try to drive costs down and improve operating margins," the report said.
"Merrill's survey is the latest data point in an as-yet-incomplete picture about the scope and effect of so-called offshore outsourcing. Comprehensive data about the controversial trend has been lacking, but a $2 million government study is in the works."
Resources
News.com
Monday, March 8, 2010
Monday, January 25, 2010
Call Center Services Outsourcing Cannot Be Ignored
A business is expecting a huge increase in its customer base, either due to the launch of a new product or service, or due to a recently launched promotional campaign. The number of customers requiring help and support services would then increase, something that is best managed through call center services outsourcing.
A business realizes that its call volumes fluctuate and that the in house call center team often has too much free time on its hands. Call center services outsourcing can help here by providing operational flexibility.
A business notices that its nearest competitor has introduced more cost-effective products and services in the target market. Reducing operational costs is often the solution in these cases, something that can be achieved through call center services outsourcing.
A business cannot ignore the need to provide 24/7, "always online" help and support services due to the inherent complexity of the product or service. Call center services outsourcing can make that easier and affordable as well.
Businesses planning to outsource can use these to determine why exactly they need outsourcing and how exactly it will benefit. It will help them create better plans and strategies, as is necessary for ensuring the success of call center services outsourcing projects.
A business realizes that its call volumes fluctuate and that the in house call center team often has too much free time on its hands. Call center services outsourcing can help here by providing operational flexibility.
A business notices that its nearest competitor has introduced more cost-effective products and services in the target market. Reducing operational costs is often the solution in these cases, something that can be achieved through call center services outsourcing.
A business cannot ignore the need to provide 24/7, "always online" help and support services due to the inherent complexity of the product or service. Call center services outsourcing can make that easier and affordable as well.
Businesses planning to outsource can use these to determine why exactly they need outsourcing and how exactly it will benefit. It will help them create better plans and strategies, as is necessary for ensuring the success of call center services outsourcing projects.
Monday, January 18, 2010
BPO Company India Outsourcing Solutions
Leading Indian business process outsourcing (BPO) company that provides world-class IT-enabled service in India and abroad from India. Our BPO solutions includes customer services, promotion management, billing system, data entry services, data conversion services, CAD services and the list is going on. We want to ensure your business by providing innovative and helpful solutions at an affordable cost, superior quality with guaranteed productivity. Being an Indian company, we assure you that you would get all your outsourcing solutions at an affordable price because Indian professional are highly skilled and talented which gives their service at the moderate price.
India BPOs STRENGTHS Trained Staff
Employees are backbone of the company. So,we never compromise with their training. India BPOS provide excellent training to our staff that meets the current industry trend and best suited for your business needs & requirements. Our training session is provided to everyone irrespective of their job position or profile.
Latest Technology
For any outsourcing process, we always try to use the latest technology with innovative approach. With the advancement of technology, you can not handle the exhaustive work process in a simple manner. So, we always use the modern technology that is best suited for our work process.
Seamless Processes
As we have vast experience in developing robust work flow systems using state of art technology that deliver the desired result, our all process runs seamlessly. We have exhaustive knowledge-base of a well-qualified team who use indigenous methodologies to customize the process for better improvement.
Decisive Management
Our management team consist of business analyst, strategist as well as technocrats by which we are able to implement any plan related to business or any cumbersome that hinder your business progress in terms of technology. Our management team take decision quickly as per your business needs
When a business process passes the applicability test, the next step deals with choosing the right outsourcing service provider. It requires businesses to make a detailed assessment of available service providers and the type of services being offered by them. Size does matter at times, but that should not be the only criterion for selecting a service provider because in today's fast-changing business environment, the thing that matters most is flexibility of operations. Large sized outsourcing firms may claim to provide the benefits of economies of scale, but since they are often just too large to be able to provide the much-needed flexibility, their claims are a bit doubtful.
India BPOs STRENGTHS Trained Staff
Employees are backbone of the company. So,we never compromise with their training. India BPOS provide excellent training to our staff that meets the current industry trend and best suited for your business needs & requirements. Our training session is provided to everyone irrespective of their job position or profile.
Latest Technology
For any outsourcing process, we always try to use the latest technology with innovative approach. With the advancement of technology, you can not handle the exhaustive work process in a simple manner. So, we always use the modern technology that is best suited for our work process.
Seamless Processes
As we have vast experience in developing robust work flow systems using state of art technology that deliver the desired result, our all process runs seamlessly. We have exhaustive knowledge-base of a well-qualified team who use indigenous methodologies to customize the process for better improvement.
Decisive Management
Our management team consist of business analyst, strategist as well as technocrats by which we are able to implement any plan related to business or any cumbersome that hinder your business progress in terms of technology. Our management team take decision quickly as per your business needs
When a business process passes the applicability test, the next step deals with choosing the right outsourcing service provider. It requires businesses to make a detailed assessment of available service providers and the type of services being offered by them. Size does matter at times, but that should not be the only criterion for selecting a service provider because in today's fast-changing business environment, the thing that matters most is flexibility of operations. Large sized outsourcing firms may claim to provide the benefits of economies of scale, but since they are often just too large to be able to provide the much-needed flexibility, their claims are a bit doubtful.
Monday, January 4, 2010
Call Center Services Outsourcing:Avoiding The Herd Mentality
call center services outsourcing firms have a high success rate. However, that does not imply that all call center processes can be outsourced and even more important that all of them will eventually turn out to be successful. In reality, the immense popularity and high success rate indicates that businesses have followed prescribed guidelines and that they were very choosy when it came to outsourcing one of their call center processes.
Choosing call center services outsourcing just because others are doing the same will only amount to following the herd mentality without any assurance that the desired results will be achieved. However there is no need to get overly concerned. Effective tools and strategies are readily available that businesses can use for avoiding the herd mentality and for making intelligent and wise decisions that might help ensure the success of proposed call center services outsourcing projects.
Before actually hiring a call center services outsourcing provider, businesses need to conduct feasibility studies to check whether or not their call center processes are suitable for outsourcing. Here, both the cost and logistics elements need to be verified. For example, if it is discovered that huge investments will be required for outsourcing a particular call center process or if there are speculations that the process will require heavy onshore presence, then the business may have to rethink its plans about outsourcing.
In the next step, when a call center process has overcome the applicability hurdle, businesses need to request the selected call center services outsourcing firm to carry out test drills. These drills will simulate the real thing and help both the client and the call center services outsourcing provider to identify practical operational problems and devise effective solutions based on that. This will ensure that when the call center services outsourcing firm finally starts taking calls, the entire operation will be performed without a hitch and the desired results will be achieved.
Choosing call center services outsourcing just because others are doing the same will only amount to following the herd mentality without any assurance that the desired results will be achieved. However there is no need to get overly concerned. Effective tools and strategies are readily available that businesses can use for avoiding the herd mentality and for making intelligent and wise decisions that might help ensure the success of proposed call center services outsourcing projects.
Before actually hiring a call center services outsourcing provider, businesses need to conduct feasibility studies to check whether or not their call center processes are suitable for outsourcing. Here, both the cost and logistics elements need to be verified. For example, if it is discovered that huge investments will be required for outsourcing a particular call center process or if there are speculations that the process will require heavy onshore presence, then the business may have to rethink its plans about outsourcing.
In the next step, when a call center process has overcome the applicability hurdle, businesses need to request the selected call center services outsourcing firm to carry out test drills. These drills will simulate the real thing and help both the client and the call center services outsourcing provider to identify practical operational problems and devise effective solutions based on that. This will ensure that when the call center services outsourcing firm finally starts taking calls, the entire operation will be performed without a hitch and the desired results will be achieved.
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