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The year 2011 will be a trend-defining year for call center services. Experts feel that this New Year will take ahead what was started in 2010. Some of the trends that started off this year will come to fruition next year. For example, this year touched upon customer service more in terms of quality than cost cuts. The BPO industry was built up on the express principle of cost cuts. Business firms in America and Europe were looking for call centers that would take care of their customer service without sitting too heavily on the expenses side of the ledger. However, the recession changed all of that. With business firms emerging from financial crunches, they are now looking for quality work so that they can offer a different experience for their customers and business associates.

Call centers working out of third world countries hire cheap labor to do the work. There is a consistent problem about the quality of call center services that they do. Most of the agents have a problem with their accent. Telemarketing agents who are working in the American and European consumer markets cannot afford to be talking in accents that consumers don’t understand. You can easily find hundreds of complaints against the customer service offered by these call center units. The next year will look to bring these complaints down. Customer care is the only way you can keep your customer base intact.

With more discounts and rebates thrown their way from rivals and competitors, you cannot hope to keep them under your umbrella unless you satisfy their association with your brand.

Self-service call center services will also be a trending point in 2011. Self-service options like interactive voice response systems give the users the impetus to shape their own experience at the inbound call center. The list of options on the IVRS help the callers to get to the information you’re looking for without any waste of time. The use of self-service options at the BPO not just saves time for the callers. It brings about a lot of efficiency at the lead generation. The time spent per call goes down and so does the hold time. You can deal with more calls at the same time and because the users choose the information they are looking for, the First Call Resolution (FCR) goes up as well. Self-service can also mean web-enabled telemarketing services where users can choose their options from the websites of the brand.

The year 2011 will be the year when customer service will become a more efficient way of conducting business. As of now, BPO companies are making a conscious effort to cut down on hold times and the response time of the answering service agents. The use of quality CRM software makes it possible for the agents at the inbound call center to find out the solution to the caller’s problem. Improved technology that pops up the required information about the caller and the problem on the agent’s computer screen has revolutionized the response system at call centers.

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A metric for a helpdesk has to be very effective if it being designed at all, though it may be easy otherwise. You will not be able to see immediate profits when it comes to helpdesks, and the cost may be large as well. This normally costs all corporate companies a great deal. Some people will be surely performing better than the others. It is also good to keep track, as there would be a lot of cost that is going into training facilities for staff.

While looking at designing some metrics for helpdesks, it may look very easy. However there will be great difficult y in doing so, if you really want the metric to be very effective. Some people often forget that the metric represents the actual performance of the companies. Most of them just look at the figures, but nothing being done about it. A lot of agents look at the time that is being spent on a call. A lot of them are also under the impression, that if this time is reduced, there will be better performance and also more people can be helped. You might find it difficult to get statistics for a helpdesk, but later with time, if the system is well designed, you will be able to look at the performance of the agents as well as the entire php helpdesk. While some problems are simple, others will take time to solve. You should not think about minimizing the call time, as this might lead to serving the customer in a very poor way. The number of calls which are taken should also not be measured, as it is really does not mean that one with more calls is performing better.

Depending on the time spent at working at the desk, the number of calls taken can be measured.

With a fixed amount of time in place, this system is looking at the number of calls being taken by the helpdesk. Most of the time, there will be pressure to keep the calls short. Agents will not be affected, but there will be the need for these managers to pass on the right requirements. It must be understood that mechanical data alone cannot be helpful when it comes to analyzing the helpdesk performance. This information we can say, is not reliable at all. It is important however to look at all areas of the helpdesk, as it is valuable to help with the growth of the organization. If there are any drawbacks, this will surely help a great deal.

But all the information must be done correctly, and then there should be statistics which should be reliable. Else there is no point, as in the end you will get all the wrong results. What the agents say must be taken into account, and they must be given the feedback instantly. Though this job is not a pleasant one, the agents take effort to put in all that they can. Their reviews must be respected, and this would help improve all the areas where there is any shortcoming. This will help the growth of the company.

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There is a great chance that you own a computer or any other piece of electronic equipment. There is also a great chance that you ran into some problems with these devices and called the manufacturer for technical support.

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There is a great chance that you own a computer or any other piece of electronic equipment. There is also a great chance that you ran into some problems with these devices and called the manufacturer for technical support. There is a good chance that the technical support you called is located thousands of miles away from the company in another country.
This is called outsourcing. Companies today are now considering outsourcing their jobs in other countries, such as the Philippines, Mexico, India, and China because of cheap labor. The reason why outsourcing is very popular among companies today is because of cheap labor, quality services and it allows the company to focus more on important factors involved in letting the company grow.
Help desks, and technical support services aren’t the only outsourced jobs today. Now, companies are also outsourcing their payrolls, their business process, data entries, human resources and a lot more. Because of the growing competitiveness of other countries in the information technology, outsourcing companies are now widely available.
Here are some of the advantages of outsourcing services and the reason why companies are considering outsourcing their jobs:
•    Lower personnel costs
•    Allow the company to focus on more important factors
•    Free up space in the company building for other important uses
•    Increase productivity
•    Effectively manage the jobs of a company
•    Reduce cash flow
•    Free up management time
•    Increased company efficiency
However, with all the advantages of outsourcing, there are also disadvantages that you should consider. Here are some of the disadvantages that outsourcing will have:
•    Loss of local jobs, particularly jobs related to customer service and technical fields
•    The company losses direct control over the management
•    Quality problems
•    Slow response time, which can lead to frustration and anger of some of the customers
•    Foreign agents sometimes have different accent that may be hard for local consumers to understand
•    Slow resolution times
•    Reduction of product sales because of frustrated customers or people who boycott a company’s products because they outsource
These are some of the disadvantages of outsourcing. However, if your target is cheap labor, you can definitely consider outsourcing. But you have to make sure that the quality of the services of an outsourcing company should be at par with your standards. For example, if you need a call center to be outsourced, you have to make sure that the employees of the call center company should be competent and qualified to get the job done. You should also consider the fact that they should be able to speak fluent English with an accent that is easy to understand.
Outsourcing has a lot of benefits that your company can take advantage of. However, before you outsource, you should first weigh the advantages and disadvantages and know whether outsourcing is for you.

If you want to provide jobs for your countrymen, then you shouldn’t consider outsourcing or you should consider outsourcing your company’s jobs to local outsourcing companies.

These are some of the things you should consider when you plan on outsourcing. You have to keep in mind that there are a lot of advantages as well as disadvantages in outsourcing. You have to be able to weigh it in order to arrive at a good decision in whether you want to outsource or not.
 

Employee Turnover

Customer Service and SERP

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Any brand that is being talked about on online forums and discussion boards show up on the first few pages of the result pages generated by search engines. Call center units working for promotion and marketing of brands online depend upon these search engine results to increase their visibility. BPO writers crank out killer content that is used for content plugging in blog and article submission websites. But it’s not always the case that the content written by your online lead generationunit that shows up on the higher Search Engine Ranking Pages (SERPs). User generated content or the posts uploaded and marketed by users that are not hired by your brand, also show up on these SERPs. The content contained in these posts may not portray your brand in a favorable light. Yet, these results get you negative publicity that grabs eyeballs for online users.

Search engine giant Google has decided that it will not rank brands with poor customer service on higher SERPs. The logic is that the worse your inbound call center department in working, the more the number of disgruntled customers. There will be more written about your brand online. Because the volume of content generated in the backlash is sizeable, they are thrown up when users look for your brand or search for topics related to your domain. This is an unethical advantage that brands enjoy on search engines despite providing poor after-sales back-up to their customers. BPO companies have to be careful about the work they do when this system becomes a practice. Bad customer reviews will not be increasing the brand’s online visibility anymore.

Call center units have a defense mechanism against negative publicity.

It’s not that they are entirely dependent on the search engines for their sustenance. The promotion and lead generation online require systematic and method-oriented approach. There will be people who degrade your brand by publishing content that doesn’t speak well of your company. You cannot stop the flow of such negative posts. What you can do is combat for space in the higher SERPs. When your BPO writers write positive content about the brand in question, your brand is suitably represented. You may ask why you would like to do that. The reason is that prospective customers often read up online reviews to decide on their purchase. If they find unflattering reviews about your brand, you will lose out on numerous customers in the long run.

The policy of Google to eradicate brands with more customer support problems will be a boon for the online sales lead generation procedures. More brands that provide ethical services to their customers will be benefited in the long run. Customers will find the best available options on the very first page of their search results. It will ease the burden on call center units to fight for space with unscrupulous service providers. Online reputation is best managed through SEO work and with the search engine algorithms favoring the process, BPO units can breathe easy about their brands.

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Do you work yourself very hard every day in your business but not quite seeing the results that you are hoping for? Well no one said it is easy but then again, no one said you need to work hard and not work smart. In fact when it comes to making money online, a lot of the success needs to be credited for working smart and using the right leverage to help you get to your goals faster. Hence you need to be looking back at what you have done and think of what you could have done differently in a smarter manner so that you can reach your goals faster.

Outsourcing.

The first leverage you should always be taking advantage of is to outsource as much as you can. Indeed outsourcing is not free but if you are doing it right, you could have a team of very talented people working for you at a small fee. With the advancement of internet marketing and the amount of people willing to work for pennies and from home these days, you can be sure that there are a lot of available freelancers out there that can help you out with what you need done. However, the problems then lies in who should you choose to outsource your work to. The first advice we can give you on this matter is not to be a cheapskate and only choose the cheapest workers.

Instead you will find your life a lot easier if you are hiring a capable worker at a slightly higher price (if you are tight for budget). If you are running a business that is blooming, then consider hiring the best to get the work done fast and convincingly. Outsourcing is the smart way to succeed because you can free up so much time. You do not want to be successful while working countless hours a day. That would mean that you are ‘still’ trapped in the rat race. If you want to be free from a hard life, then start outsourcing and regain that freedom that you’ve always dreamt off and show the world that it can be done working only four hours a week.

Software.

Another great way to free even more time from your busy business hours is to use software that is useful to your business. A lot of softwares are created these days to ease up a lot of the work that is required and you can rely on them to churn out quality work for you every single time. Softwares should always be considered as an investment and you need to choose the right softwares that will pay off if you are going to invest in them.

Be wary of buying softwares that you will never use. Find out what are the most tedious task in your business and check around to see if there is any available software that can help you in these areas. When you are using the right softwares, not only will you be able to save time, you might even increase your business productivity and profits. We are saying profits here because we are seeing very smart traffic softwares these days that can help you increase your traffic, improve your search engine ranks and even segment or filter bad traffic from the good ones if you are buying traffic in bulk. Technology is always improving, hence if you are working smart, you will find that keeping up with technology truly pays off because there are things that software can do better, faster and much cost effective than any human can ever hope to do for you.

Understand that Payment does not come from work.

Most people are accustomed to working in a job and getting paid. However, the true business owners understand that the pay does not come from work. It comes from business. That’s right, the important part of a business is not working hard to get things done, but it should be working hard to more clients. And that’s what you should be constantly doing to get your business to grow. Now that you are your own boss, you need to come to a realization that your sweat and blood is not the smart way to do things. Sure you feel like you have gone a long way and a lot of things were accomplished when working hard, but the true key here is how to lift a few fingers and get things done magically for you and at the same time get paid even more. Such is the concept that you need to grab and that is what the famous Robert Kiyosaki has been preaching all along… ‘Let your money work for you’.

Some people who are ‘perfectionist’ never seem to get it. They believe that their work is perfect and they take a lot of time to work slowly and hopefully they will get a lot of sales when they release their product out in the open. Build it and they will come? Nope. Market it and the money will come? Yes. You need to stop worrying about how perfect your product is and start thinking of ways to market your products. Leave the product development to other people (outsource) and watch your business take off in a new light. It’s not easy to let go especially if you are a perfectionist. Therefore it is important for you to just give it a try and the result will amaze you.

Don’t be penny wise and pound foolish. Use the leverage that is all around you. You need to spend first to earn more. And you need to understand that one project alone will only get you so far. This is why you need to be smart and get a lot of projects done at the soonest possible time. This is how you get rich fast, and this is what sets apart the rich from the mediocre. Be smart, work smart, earn more.