Call Center Outsourcing Services

In order for today’s companies to succeed in an ever-changing and highly competitive market, an effective and efficient call center is essential. As communications technologies continue to develop at a very rapid pace, so do the customers’ expectations. Customers expect the best and fastest response from courteous, efficient, and professional customer service representatives.

The need to have a strong communication link between the company and its customers is driving most companies today to establish their own centralized call centers. Some small- and medium-sized enterprises are unable to meet the demands of establishing their own inbound customer support centers. Thus, they turn to utilizing the inbound call center services of offshore companies.


There are a large number of call center services where companies can outsource their customer telephone contact operations. These call center service providers offer competent and professional inbound and outbound call center services utilizing modern and state-of-the-art telecommunication technologies to meet the needs of their clients. The wide range of call center services—including voice, email, fax, and live chat support—all have one specific purpose. That is to serve all the communication needs of a company.

For a call center to be both productive and profitable, it must be able to satisfy the needs of both the company and its customers.

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It is a continuous thought priority to all call centers to know how they can save money in their contact centers and throughout their operations.

Few tips which is step by step to go for the cost reducing

Make a Team: Make a team which will do the review. Because call centers efforts are heading for at customer service, process improvement and potential cost reduction, form a team that can bring different disciplines to the process. Also include general training and quality training, human resources, center scheduling, telecom traffic, IT, marketing, and returns and replacement if all of these areas are within responsibilities.



Take the opinions and input of all of team members. Challenge them to assess how things could be done differently, and make them answer the question, “How can costs are reduced without lowering the standard of customer service?” These meeting we can keep in the starting of the year to set up the target.

Marks the Achievements: By marking your achievement, it will be indicator to know the performance measures up against set standards and plans. The major achievements include contacts per hour; service level; abandon rate; attrition/turnover rate; call-handle time; talk time; after-call work time; contact-to-order ratio; transaction volumes for Internet, phone and mail; non-phone volumes and others.

Review: Labor’s cost, quality and availability is becoming an issue for many call centers, particularly in seasonal businesses where the selling curve is more compressed. Review advertising media costs and results, and exchange information with other human resource departments. Review pre-hiring testing, employee selection criteria and practices. By review process we can know the possible improvements and cost reductions for the process. It will help us to know more about a place for temporary agencies rather than relying completely on in-house hiring.

Revenue Generation: As part of their mission, many contact centers are charged with becoming revenue centers in addition to taking orders and providing customer service. By revenue generation reports we can show about success with cross-selling, up-selling, outbound selling and increasing the company’s average orders. It will be really help full for the cost

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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 call center team is accountable for customer support, the deployed technology, and your business process they have undertaken.

Managing an outsourcing call center is not easy. There is so much to handle in terms of people, technology and infrastructure. For instance a call center management has to ensure that they meet the requirement of respective project of the company they have signed SLA with. They have to keep proficient agents handy as they are always running short of them because of attrition. Their technology should run to the last and have extra back-up just in case if something goes wrong and the list counts on.

The fundamentals of successful call center 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.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Outsourcing call center services to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre.

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