2009

BPO NAGPUR :- LIST OF BPOs IN NAGPUR

BPO NAGPUR :- LIST OF BPOs IN NAGPUR
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Outsourcing is the delegation of tasks or jobs from internal production to an external entity (such as a subcontractor). Most recently, it has come to mean the elimination of native staff to staff overseas, where salaries are markedly lower The concept started with Ross Perot when he founded Electronic Data Systems in 1962

Offshore outsourcing more and more takes the shape of Business Process Outsourcing, where whole business processes (such as support and development) are outsourced. The client is usually free to choose who provides the outsourced business processes, while stock markets press the company to do more for less. This requires that managers search out the cheapest sources they can find. In countries like India and China (primarily Bangalore in India), companies like IBM, Microsoft, Hewlett Packard, and Novell choose to get BPO business services from sub-contractors in these countries or move many development and support jobs there. Smaller businesses can also take advantage of freelancing on the Internet to get smaller projects done by offshore developers at minimum cost.

In the corporate environment, the term “outsourcing” often refers to a particular type of outsourcing, business process outsourcing (BPO). BPO occurs when an organization turns over the management of a particular business process (such as accounting or payroll) to a third party that specializes in that process. The underlying theory is that the BPO firm can complete the process more efficiently, leaving the original firm free to concentrate on its core competency.

HR Processing Solutions

Finance and Administration Solutions

Procurement Solutions

Customer Services

Telemarketing Services

IT Help Desk Services

Technical Support Services

Knowledge Services

Insurance Processing

Mortgage Processing

Through the right mix of business process improvement, labor arbitrage and technology enhancements, BPO is aimed at reducing cost, increasing service levels and thus improving the enterprise value of the business processes. Blending qualified workforce with and faster adoption of well-defined business processes leads to higher productivity gains without compromising on quality.

Help Desk Outsourcing Trends

After medical transcription, the second position would probably go to help desk outsourcing, if the task were to make a chronological list of business domains that were added from the time the concept of business process outsourcing was implemented successfully for the first time in India. Help desk services may have been available since the early 1990s, but it was only after the late nineties that growth in this sector really accelerated. It was in the late 1990s that the government of India announced liberal policies and regulations for the then emerging sectors such as IT and Telecommunications. Liberalization paved the way for rapid the advancement of these two sectors, which in turn made it easier for outsourcing companies to render high-quality help desk services.
Even today, the help desk services sector is growing at a fast pace, propelled by the ever-increasing demand for high-quality customer care and support services. Businesses worldwide have realized that maximizing customer satisfaction is the key to long term success and that is the main reason why more and more businesses are choosing help desk outsourcing services. Presently, this sector caters mainly to businesses based in the US and the UK, but it is anticipated that in the near future, demand for help desk services will also come from European countries as well as Australia. Systems and processes will continue to become standardized as a result of increasing Globalization and as a result, hiring help desk outsourcing services will become viable and beneficial for all businesses, irrespective of size or location.

Right Outsourcing Provider---how to choose?

There is certainly no denying the potential benefits that can be derived through outsourcing, but it would help if the right outsourcing provider is selected. Doing that is not a difficult task, but it's certainly a bit complicated, obviously because the number of providers offering outsourcing services has increased significantly in recent years. Outsourcing mostly involves handling non-core processes, but since it directly affects customer satisfaction levels, the quality of offered services cannot be compromised. Deriving cost savings may be the primary objective, but since improving quality and efficiency are equally important, it's understandable that choosing the right provider will greatly help in these matters.So, how exactly can a business ensure that the selected provider is the right one? Well, the first thing businesses need to do is contact as many providers as humanely possible. They should inform each of these providers about their specific needs and requirements and consequently request service quotes from them. After this, businesses just need to compare the offered quotes and see which provider best fits the bill. Once that is done, they need to analyze the track record of each of the providers, with a poing to make an assessment of their domain experience and expertise.Based on the above described criterion, each of the providers can then be ranked accordingly. The provider who gets the top rank should then obviously be the preferred choice. This process needs to be followed every time, especially if the objective is to select the most appropriate outsourcing provider.

Outsourcing Management

For example, clients have to regularly track ongoing processes that might have been outsourced. This is necessary because even small mistakes can create Outsourcing management relates to the management of outsourced business processes and focuses on the jobs and responsibilities of both clients and service providers. The basic objective is to ensure that all involved parties contribute equally towards the achievement of shared business goals and objectives. Starting with the service providers first, outsourcing management for them would call for achieving the desired results such as cost savings, efficiency improvements, quality upgrades, value additions and others depending on specific client needs and requirements. However, the buck doesn't stop there because something that is even more important is to ensure that the achieved deliverables are sustained in the future as well. This might be difficult but still has to be done, obviously because outsourcing, to an extent, is all about achieving the impossible.
Clients, it may seem, may not have to do much, but that is not true because they too have to perform some critical tasks. grave issues over time, and adversely affect business interests. By constantly monitoring ongoing outsourced processes, potential problems and issues can be nipped in the bud, thereby paving the way for a super smooth ride.For achieving the best possible results, both clients and services providers should come together, discuss bottlenecks and possibilities and chalk out commonly applicable plans and strategies. Outsourcing management is a complex process and it would certainly help if a combined effort is made to achieve the desired results.

Indian Call Center

Running or having a domestic or international call center in country India is the norm for several global companies today. So just to meet this fast growing international demand of call center in India is for cost-effective, customer-oriented call centers, many organizations worldwide are outsourcing these services by setting up call center industry in India.
Indian Call Centers is a one stop voice operations call center for b2b or b2c telemarketing that provides a full range of high-volume, Inbound or Outbound Telemarketing, including Lead Generation, Sales Leads Generation, Customer Support, Directory Assistance, BPO, Bpo Outsourcing Services, Appointment Setting, Business Process Outsourcing India, Mortgage Lead Generation, Telemarketing Lead Generation, and Web-Based Services.Indian Call Centers is a leading provider of BPO services with special reference to Offshore Call Centers and Indian Call Centers. Indian Call Centers is a Network of Individual International Call Centers in India with its affiliates throughout Bangalore, Delhi, Hyderabad, Bombay, Pune, Chandigarh, Gurgaon and Noida. Its Headquarter is in New Delhi, India.We offer Outbound Telemarketing Services to our clients, throughout USA, Europe (UK) and Australia. We specialize in for Pay per performance based Inbound and Outbound Telemarketing Services.

call center is.........

A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are virtual call center and contact center.

customer relationship management and following 12 principles

It’s important to remember that building profitable customer relationships will never go out of style. From the days of the corner store in centuries past, to the global enterprises of the future, the following 12 principles will remain the backbone of building a successful business. Each is both compelling on its own and intertwined with the others — there is no question, though, that customer relationship management as an integrated whole is greater than the sum of these parts.

1. Continuously Learn About Your Customers. This is the first principle of managing customer relationships because it is the most fundamental. From this everything else follows. When you know your customers, you can make sound business decisions about how to develop your relationships with them. Collect and analyze information about your customers to get to know them well. Maintain your knowledge in customer profiles that are available to all who need them. But don’t stop there. Apply everything you know to building a customer valuation model. Knowing the value of customer relationships is essential for managing them wisely.

2. Handle Different Customers Differently. This idea has been repeated so many times that it’s practically taken for granted now. But the power of this principle lies in the potential for optimizing the value of each customer relationship through differential treatment. Based on customer segmentation, call centers can provide user-appropriate Web and interactive voice response (IVR) interfaces, routing routines, service levels and content. It is important, however, not to differentiate simply because technology exists that can do so. Segment customers sensibly. There are hidden costs to differentiation that must be weighed against the increased value that personalization can be expected to produce. Effective strategy ultimately seeks to optimize the value and "wallet share" of each customer segment.

3. Anticipate Customer Needs. Building strong customer relationships positively alters the selling process in many ways. Knowledge of your customers presents new opportunities for making the right offer to the right person at the right time. Analysis of customer profiles, especially using powerful analytics tools, can provide insight about who buys what from you when. Contact management systems can detect cross-sell and upsell opportunities and act upon them by presenting suggestions to agents during service calls, dynamically responding to customer input or automatically presenting customized offers in Web pages and IVR systems. Even government and nonprofit organizations can use these principles to better fulfill their charters and anticipate the needs of their constituents.

4. Interact With Customers. Desirable relationships are not one-way. Relationships result from interaction. Knowing your customers is just the first step. Use that knowledge to deepen relationships with customers whenever you interact with them. No matter how sophisticated the technology that organizations and customers use to communicate, your customers are people and people appreciate being recognized, listened to and understood. Letting your customers know that you care enough about them to get to know them is an important part of managing the customer relationship.

5. Focus on Revenue and Retention. Unlike many other management initiatives, building strong customer relationships is not first and foremost about cost savings — although that will often be the end result. Instead, the emphasis is to increase the revenue received from current customers and heighten the retention rate of valuable customers. A renewed focus on customer relationships can require so many organizationwide process changes that operational cost savings may well be realized, but in other ways. Talk time on customer calls may increase as agents make the most of each opportunity — it takes time to service customers well, to listen to them, to collect information about them and to upsell and cross-sell to them. But these steps can pay off in multiples. The return on investment for building customer relationships should not be expected from short term operational cost savings.

6. Increase Value for Your Customers and the Organization. The bottom-line reason for building customer relationships is to increase value both for customers and the organization. There are many ways to deliver increased value, including being “easy to do business with,” creating efficiencies for your customers and making timely offers of products or services that perceptively address customer needs. Similarly, there are many ways to increase the value of your customer relationships, and the most fundamental of these appear in this list of key principles. When executed properly, building customer relationships is a “win-win” for all parties.

7. Present a Single Face Across Channels. One of the ways to create value for your customers is to simplify the ways that they deal with your organization. Take a holistic view of your customers and consolidate information from across the organization, regardless of geography, department, function or product line. When you have a complete picture of each customer’s relationship, you can design customer interaction processes from the customer’s perspective, thus increasing value and letting customers know that you know them.

8. Enable Information Sharing and Interaction Across the Organization. Building customer relationships requires all parts of an organization, not just the call center. It is both a requirement and a benefit that organizations improve their internal communication processes. The only way to develop a comprehensive view of each customer’s relationship with the organization is with the full participation of every part of the organization. This requires strong support from top management and across the board. As the central point of contact with customers, the call center has a vested interest in driving the development of organizationwide interaction processes.

9. Create Business Rules to Drive Decisions. Business rules codify and automate processes, specifying what should happen in specific situations, thus enabling both differentiated customer treatment and automation. Developing organizationwide business rules is a monumental task, and how well it is done directly affects your success in building customer relationships. Business rules define the ways that the strategy is executed.

10. Empower Employees with Information and Training. Capable desktop tools may be the most visible technological feature of customer relationship applications. Just as the cockpit of an airplane displays all the information a pilot needs to fly in any condition, the contact management screen should pull together cleanly and clearly all that the organization knows about its relationship with that customer. Furthermore, business rules should dynamically change that screen to support and guide the agent in optimizing the customer relationship. Empowerment is a key principle, however, because no set of business rules can or should fully anticipate every conceivable situation: Agents need training, information and support offered by business rules so that they can make good decisions that are consistent with the organization’s strategy.

11. Retain the Right Customers. One of the truisms associated with customer relationship management is that it is cheaper to retain a customer than to acquire a new one, but that idea can be taken a step further. In order to maximize value, organizations should focus on retaining valuable customers, not necessarily all customers. Be warned, however, that misapplication of this principle can be dangerous. Mistreating “low value” customers, even if you are losing money on them, is hard to justify in the court of public opinion (which is where your future high-value customers are sitting).

12. Remember That Cultivating Customer Relationships is a Way of Doing Business. These efforts go beyond tools, techniques or programs. Building customer relationships is about the way you do business. It requires participation and hard work by people throughout the organization, and if done right, the work never ends. Results from these efforts should be fed back into the process to continuously refine business rules, marketing efforts and information systems. True optimization has no finish line — it’s an ongoing mission.

why Call Centers in India?

Call Centers in India are at its peak today. Customized solution through customer interactive programs in the success mantra of numerous corporate firms nowadays. For the strategic business development – that requires acquired skills for customer queries, solutions etc., Indian Call-Centers are at par with the current marketing demands.

Call Centers not only accumulated the task of interacting with customers but also provides a wider base for official tasks of inventories, bill handling, web-solutions and various other business requirement proceedings. Customers can call (normally through toll-free numbers) the offices of these companies in shape of Call-Centers and ask for their requirements, queries and solutions.

At the same time customers – today – expects higher level of services from the manufactures and it has become a dire need to sustain ones customer for longer duration. Call Centers in this context – becomes very useful. India is producing technically sound work force with high standard of English. It only takes a thought for marketing giants to tap this potential and induce their customer-loyal Call-Centers.

Norms in India to initiate Call Center are very easy. The Government has introduced easy procedures to lease telephone lines with advance features for the successful operations in the area. Employees are well acquainted with technology. And finally, the costs incurred in this context are far lower than their European or American counterparts.

decision making abilities of a CEO

When describing critical decision making abilities of a CEO or any other business luminary, terms such as "visionary" and "leadership" are often used by the media. It may not be wrong, but the bigger question that needs to be answered here is whether or not these terms depict the whole truth. In that context, the answer will probably be a "no" since apart from their visionary and leadership qualities, decision makers today also rely on factual data and information for making critical business decisions. Markets the world over have evolved and inherent complexities have increased, things that have made it extremely difficult for decision makers to rely solely on their in-born talents and experience.

However, there is no need for decision makers to get panicky because they can always rely on data management service outsourcing firms for sourcing the most relevant data about targeted customers, markets, and competitors. Most of the successful data management service outsourcing firms are affiliated with market research companies for sourcing the desired market intelligence data and information. When this process is over, data management service outsourcing get to work by analyzing, classifying, and posting the required data and information on allocated network servers or streaming it directly to available CRM systems.

Making available market intelligence data and information to decision makers at the click of the mouse is a continuous process and data management service outsourcing firms are aware how important it actually is. That's why newer technology implementations have now become a common trend amongst data management service outsourcing firms. Technology in data management service outsourcing projects is allowing the creation of new synergies and helping decision makers get on-demand access to market intelligence, something that is making it easier for them to make the right business decisions. Data management service outsourcing firms are also reaping the benefits in terms of increased demand and higher profit margins.

Data management service outsourcing

Data management service outsourcing is often compared with cost reduction exercises and although there are glaring similarities, it would be wrong to assume that cost savings are the only benefits available through data management service outsourcing. That's because when we analyze successful data management outsourcing projects, it becomes clear the data management service outsourcing has a lot more to offer than merely the cost savings. Improvement in operational efficiency, accuracy and project turnaround times are other equally important benefits that are readily available through data management service outsourcing.

Businesses can certainly give priority to operational cost reductions, but using data management service outsourcing solely as a cost reduction tool may not prove fruitful in the long run. Data management service outsourcing firms may not object, but the natural fallouts can adversely affect business interests. For example, if all efforts are focused on reducing operational costs, chances are that it will have an adverse effect on other desirables such as efficiency and accuracy.

So, if the full potential of data management service outsourcing is to be unlocked, it is recommended that businesses take a holistic approach and avoid getting fixated with cost reductions. Designing and developing an effective outsourcing platform that has all the desirables in the right proportions will instead prove more profitable for businesses.

Importance Of B2C Telemarketing Services Outsourcing

Due to the financial crisis, businesses are finding it difficult to achieve and sustain targeted growth rates. Since customers are also experiencing financial problems, demand for products and services have come down in recent months. Businesses today are looking for cost-effective solutions to combat the downtrend and that is exactly where B2C telemarketing services outsourcing can help turn things around. Here are some of the main benefits available through B2C telemarketing services outsourcing, something that will help us understand its overall scope and importance.

The B2C Telemarketing Function Can be Easily Outsourced

The B2C telemarketing function can be easily outsourced to third-party offshore outsourcing companies. When businesses choose B2C telemarketing services outsourcing, it not only helps reduce operational costs, but also allows businesses to improve the quality and efficiency of their service offerings.

B2C Telemarketing Services Outsourcing Enables Optimal Resource Utilization

Using B2C telemarketing services outsourcing, business can save a significant percentage of their precious time and effort, which can then be used more productively by diverting the same to core business processes such as production, sales, advertising & marketing, and business acquisition, amongst others. The best part is that all the lead generation targets, as applicable to the ongoing B2C telemarketing services outsourcing project, can be achieved in the least possible costs.

The Future Holds Great Potential For B2C Telemarketing Services Outsourcing

As things stand now, it would not be wrong to assume that demand for B2C telemarketing services outsourcing will accelerate in the coming years. As business competition soars and as more businesses start to feel the heat of rising operational costs, B2C telemarketing services outsourcing will emerge a savior and provide the necessary relief and sustenance. Businesses then will have more time to plan out effective plans and strategies, something that will help ensure both success and survival. Choosing B2C telemarketing services outsourcing holds great potential and businesses that realize this are more likely to succeed in the near future.

Call centre technology

Call centre technology is subject to improvements and innovations. Some of these technologies include speech recognition and speech synthesis software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction. Automatic lead selection or lead steering is also intended to improve efficiencies,both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, whilst minimising wait times and long lists of irrelevant options for people calling in, as well as for outbound calls, where lead selection allows management to designate what type of leads go to which agent based on factors including skill, socioeconomic factors and past performance and percentage likelihood of closing a sale per lead. The concept of the Universal Queue standardises the processing of communications across multiple technologies such as fax, phone, and email.

India enjoys the confidence and trust of global organizations

India has been one of the first nations to step into the call center outsourcing industry. Global organizations have already outsourced call centers to India and have found India to be an ideal outsourcing provider. Today, some of the world’s global giants have a base in India, from where they provide customer support services to their worldwide customers on a 24x7x365 days basis. These successful call center outsourcing ventures have encouraged more and more global organizations to outsource call center services to India and give their organization a competitive advantage.

Cost-effective call center services

Another important factor why global organizations prefer outsourcing call centers to India is because call centers in India offer cost-effective customer support services without compromising on quality. With the low cost of manpower available in India, Indian call centers have been able to provide high-quality call center outsourcing services on a 24x7x365 days basis, at a cost which is more than 50% less if performed in the U.S or U.K. These reasons have encouraged more global corporations to outsource call center services to India, because they can get access to quality call center outsourcing services at a cost-effective price.

Latest Technology and High-end Infrastructure

Call centers in India employ the use of the latest technology, the best software and high-end infrastructure to provide high-quality customer support services. India has also experienced privatization and reduction in the tariff of internet services, telecom, cellular services and paging services. This has given India an advantage over other locations, in terms of infrastructure. India has the largest number of state-of-the-art call centers in the world. The Government of India has recognized the potential of IT-enabled services and has taken positive steps by providing numerous incentives.

India’s Policies:-

The Indian government has extended its support to the outsourcing and IT industry. The government of India has allowed duty free exports of capital goods and has provided tax exemption on the export of ITES. The Indian government has also aided the Indians in building software technology parks that have the latest in telecom facilities and infrastructure. This support from the Indian government has gone a long way in making India the world’s most preferred outsourcing location.

Time Zone Advantages in India

More and more global organizations have been outsourcing call centers to India, because of India’s time zone advantages. India’s twelve hour time difference enables global organizations to provide their customers with 24x7x365 days services. By taking advantage of India’s time difference, companies in the U.S have been able to ensure that their customers receive round-the-clock customer support. By outsourcing call centers to India, you can take advantage of India’s time zone advantage

India has always been the most preferred outsourcing location

Global organizations have always preferred outsourcing call center services to India, when compared to outsourcing to China, Philippines, Malaysia and other Asian countries. India has always been the most preferred outsourcing location, because call centres in India offers a wide variety of advantages that other countries do not offer. Today, having call centers in India has become the norm for several global companies. India has been able to effectively meet the growing international demand for call center outsourcing services by providing cost-effective services and customer-oriented call centers. Many international organizations are also setting up call centres in India, because India has a large qualified workforce and can also provide cost-effective call center outsourcing services. Outsource call center services to India and give your organization a competitive edge. The following are a list of reasons why outsourcing call center services to India makes business sense.

Large and educated workforce

Call centers in India have a largest number of qualified, tech-savvy, IT literate, trained, skilled and experienced professionals. India has the largest English-speaking population after the USA. India’s large and well-educated workforce has been one of India’s main advantages over other countries. India will continue to have a well-educated and large workforce, because India has an ever increasing number of college graduates and a large number of successful training industries. These factors ensure that India’s resources will keep increasing year after year.

India’s large manpower is willing to work for a lesser price. In a call center operation, manpower typically accounts for 55 to 60 percent of the total cost. In India, manpower is available at a fraction of the cost overseas. Initial investment in infrastructure and training can be expensive and make one believe that the promise of cost reduction is false. However, there will be savings and the fact that several global giants continue to set up call centres in India is proof of this.

Indian Call center

story happen in India

Just a few decades back, hardly anyone had the slightest idea that outsourcing in India would turn out to be such a grand success story. However, even without the sense of inevitability, outsourcing became a big reality for India and today it is contributing significantly to India's economical and social growth. Generating billions of dollars in revenues every year, outsourcing has played a significant role in transforming the social fabric of the country, making it's people feel a lot more confident about their present and a lot more optimistic about their future. Aspirations have risen as a result of the immense growth propelled by the outsourcing industry and people in India are now more confident that their country will one day emerge as a superpower.
So, why exactly did the success story happen in India? Why not in some other developing countries such as China, which is a manufacturing superpower? Well, the main reason is that India has probably the largest number of industry-ready professionals who are proficient in both spoken and written English. The country was a British colony once and that very well explains why the general populace is largely English-literate. Sourcing world-class technical and managerial skill sets is also not a problem in India because the country has many reputed colleges and universities that satisfy the every growing demand of the outsourcing industry.
Outsourcing may already be a huge success story, but if we look at the growing outsourcing demand from clients in the US and the UK, it would be correct to assume that there still exists a huge unachieved potential. As a successful industry, outsourcing in India is thus quite likely to continue for many more years.

Well, there are many reasons as to why businesses need to outsource to India , but if we were to identify the most prominent of those reasons, it would certainly include the ability of business process outsourcing firms in India to achieve and deliver essential benefits such as cost savings, quality & efficiency improvements and increased customer satisfaction. Outsourcing service providers in India are able to achieve these high-end objectives because they have some natural advantages such as the easy availability of required skills and talent. Moreover, since hiring talents and skill sets in India are a lot more affordable as compared to other countries, outsourcing firms in India find it easier to achieve and deliver the desired cost savings to clients. Achieving and maintaining quality of offered services is also not a problem for outsourcing firms in India because being a British colony once, India has the largest pool of industry-ready professionals, proficient in both spoken and written English. Finding highly-educated professionals to manage complex day-to-day operations of call centers and other outsourcing delivery centers is also not a problem because India has a vast network of colleges and universities, churning out the required managerial talent by the tens-of-thousands, every year. Recently, newer outsourcing destinations such as China, Indonesia, Malaysia, Brazil and others may have been able to share some of the limelight, but when compared to India, they are still way behind, especially in terms of the ability to achieve and deliver essential benefits such as cost savings, efficiency and quality. That's one of the main reasons as to why businesses need to outsource to India.

There is certainly no denying the potential benefits that can be derived through outsourcing, but it would help if the right outsourcing provider is selected. Doing that is not a difficult task, but it's certainly a bit complicated, obviously because the number of providers offering outsourcing services has increased significantly in recent years. Outsourcing mostly involves handling non-core processes, but since it directly affects customer satisfaction levels, the quality of offered services cannot be compromised. Deriving cost savings may be the primary objective, but since improving quality and efficiency are equally important, it's understandable that choosing the right provider will greatly help in these matters. So, how exactly can a business ensure that the selected provider is the right one? Well, the first thing businesses need to do is contact as many providers as humanely possible. They should inform each of these providers about their specific needs and requirements and consequently request service quotes from them. After this, businesses just need to compare the offered quotes and see which provider best fits the bill. Once that is done, they need to analyze the track record of each of the providers, with a poing to make an assessment of their domain experience and expertise.Based on the above described criterion, each of the providers can then be ranked accordingly. The provider who gets the top rank should then obviously be the preferred choice. This process needs to be followed every time, especially if the objective is to select the most appropriate outsourcing provider.

why BPO?

Business outsourcing may have become a common trend, but if we ask people what exactly resulted in the emergence of this concept, not many will be able to answer that question. Most will just be able to scratch the surface saying that the concept developed due to the need to derive cost benefits. In a way, answers like this may be right, but in the context of the basic question above, they only seem to be a half-hearted attempt to describe something that holds a lot mo

re meaning than it might appear on the surface. The right answer will require a detailed analysis of the immediate business environment. So, what's the right answer? Well, the seeds were sown when technological advancements increased their pace, allowing businesses worldwide to have access to the latest technology. This created a level playing field, allowing more and more small & medium sized businesses to compete with their larger counterparts. As a result, competition increased dramatically and businesses started looking out for newer strategies to handle the growing competitive pressures. This is the basic reason that lead to the creation of the concept of business process outsourcing.Over the years, the strategy to outsource proved immensely successful, so much so that the basic idea has now transformed itself into a full-fledged industry, generating billions of dollars in revenues, every year. By allowing businesses to reduce costs, improve quality & efficiency and increase customer satisfaction, the strategy of business outsourcing has turned out most successful in recent times.

Boosts efficiency:- The need for outsourcing is felt because in every business organization, big and small, there are certain processes that are both necessary and yet contribute little to the actual productivity। Most of these processes are highly time-consuming and since they often require special skills and expertise, businesses find it difficult to manage those processes without losing their concentration on the core processes। Business process outsourcing helps because it's like getting it done by the experts. It not only boosts efficiency, but also enables significant time savings. Reduces Costs:- Business process outsourcing automatically results in significant cost savings. Business that choose outsourcing do not have to spend top dollars in recruiting and managing human resources, something that enables instant cost savings. Skilled BPO Professionals are the key:- The success of outsourcing may depend on varied factors, but eventually it's the skills and experience of BPO professionals that makes all the difference. When you choose a business process outsourcing service provider, it will become easier for you to ensure that the processes are carried out in the most professional manner, saving you both time and money. So, if you want to promote your business interests, contact a business process outsourcing service provider right away.

After medical transcription, the second position would probably go to help desk outsourcing, if the task were to make a chronological list of business domains that were added from the time the concept of business process outsourcing was implemented successfully for the first time in India. Help desk services may have been available since the early 1990s, but it was only after the late nineties that growth in this sector really accelerated. It was in the late 1990s that the government of India announced liberal policies and regulations for the then emerging sectors such as IT and Telecommunications. Liberalization paved the way for rapid the advancement of these two sectors, which in turn made it easier for outsourcing companies to render high-quality help desk services. Even today, the help desk services sector is growing at a fast pace, propelled by the ever-increasing demand for high-quality customer care and support services. Businesses worldwide have realized that maximizing customer satisfaction is the key to long term success and that is the main reason why more and more businesses are choosing help desk outsourcing services. Presently, this sector caters mainly to businesses based in the US and the UK, but it is anticipated that in the near future, demand for help desk services will also come from European countries as well as Australia. Systems and processes will continue to become standardized as a result of increasing Globalization and as a result, hiring help desk outsourcing services will become viable and beneficial for all businesses, irrespective of size or location.

data processing

As companies have come to embrace the concept of at-home (remote) call center agents, managers find themselves struggling with how to oversee this new workforce.

Enterprises constantly struggle to find the right agents to deliver an outstanding customer experience. Some have turned to offshore outsourcers that claim to have an abundance of high-quality agents available for reasonable prices, while others prefer to keep their call center activities domestic, provided they can find agents with the right skills for the job. The remote (at-home) agent business model has proved to be a creative and cost-effective approach to staffing contact centers with skilled, high-quality and loyal employees. It's also a cost-effective method for addressing contingency planning and disaster recovery.

Managers in call centers throughout the U.S. are weighing the benefits and challenges of employing remote agents. As technology is no longer viewed as an impediment, the most significant concern is how to manage remote agents without personal contact from the call center supervisor, particularly for single-site operating environments that have never had agents based in multiple or satellite locations.

Some of the best practices for remote agent oversight have long been used to manage agents in secondary locations. The most important practice is to invest time in hiring qualified agents – individuals who are highly motivated, satisfy all competency and skill requirements, have the right working environment and technology already in place, and are technically savvy and able to troubleshoot at home. My consultancy, DMG Consulting, recommends that contact centers employing remote call center agents use the following best practices for hiring and managing their staff:

The data processing function may not contribute directly to the productivity of a business organization, but since it does play a vital, supportive role, it becomes necessary for businesses to ensure that it is managed in the prescribed manner. Some industry experts will certainly suggest an in-house data processing facility for improved performance, but if we ask the majority, the answer will always be in favor of offshore outsourcing. That's because the primary question - "How to do it right?" has a lot more angles than just improving process efficiency. Justice will be done only when all of the potential benefits are derived, sustained and managed, something that can only be achieved through outsourcing.
Businesses that want to derive maximum benefits should thus try to locate an appropriate data processing services provider rather than make heavy investments in developing an in-house facility. Most of the outsourcing firms have their own independent facilities and systems, thereby allowing instant activation and delivery of the outsourced data processing function. Operational flexibility and scalability are other advantages that most of these firms have, something that makes it easier for them to entertain any type of data processing project, large or small, simple or complex.
Outsourcing firms will certainly play their part, but it would help deliver even better results if businesses also contribute their share. Businesses can contribute by installing and managing automated tracking and error reporting systems at a centralized locations, either on-shore or off-shore. These systems will help in identifying potential threats and issues, thereby paving the way for the success of the outsourced data processing function

Telemarketing Services:-

Contrary to favorite notion, Telemarketing is a superior manner to drum upward business and heighten client consciousness. From multi-million dollar corporations to tiny businesses to political campaigns, telemarketing service is utilized by businessmen and women all over the world. If you possess or lead a job and are looking for an efficient manner to increase sales, seem no farther than phone marketing. Telemarketing services can be efficient for a kind of distinct businesses.
Telemarketing outsourcing enables you to focus on the much business-oriented aspects of the procedure. By engaging services with us, you can literally treble your production in an issue of days. This pyramidal procedure so frees you upward to focus on new ventures. Outsourcing allows you to dramatically scale your efforts with negligible growth of domestic overhead. In addition, engineering, force, and lawful issues can be a big load. Our agents are masters in warming upward callers to be hospitable and to learn away your content.

Market Research:-

The data you need to have the almost helpful and correct client surveys, for a cost that makes sense for your job. We seek putting jointly a client service study ourselves. But advancement in statistics and client investigation have specialized this region to the level where we frequently need appropriate education to have correct and pertinent results. Doing a study our ego could well finish upward just wasting moment and money.

Appointment Setting:-

Appointment setting has been the linchpin of generating new business. It is the almost competent business-to-business communication that requires a careful administrative plan to guarantee that the appointments are scheduled as each area representative. The outbound call centers amply ready sales professionals with marketplace intelligence for each appointee.
The Call Centers enable the area sales representatives to get sales calls and visits scheduled with extremely qualified prospects. This saves time usually used in the agency to release them to play with customers and produce face-to-face relationships. The likelihood of closing a sale gets drastically increased if the interview with an outlook is done face-to-face offering an united care of the resolution manufacturer. Appointment scene requires better communication skills and perseverance of the pro to skillfully request for the appointment.

Home Base Call Center management

1. Use a competency-based assessment tool as part of the hiring process to evaluate potential remote agent candidates. This tool should make sure that candidates have the necessary contact center skills and are highly motivated self-starters.

2. As part of the interview process, ask agents whether they meet all of the criteria on a remote agent readiness checklist.

3. Establish a three-month trial period to determine whether a new hire or a premise-based agent who "transfers" to a remote location can properly perform the job. Whether hiring employees or contract staff, you should make it clear in the agreement that the enterprise has the right to terminate the relationship without cause during this probationary period. (Involve your human resources and legal departments in addressing this issue.)

4. Create an online training program that addresses your products, systems and general corporate information. This program can be delivered via an e-learning mechanism or on paper, but it must test the agent's knowledge. Supervisors must be available to review and assist remote agents with training challenges.

5. Give remote call center agents the same training opportunities as premise-based staff. If you generally put new hires in a protected pod for the first two weeks after they come out of training, do the same for the remote agents. Be sure to make a supervisor available, particularly immediately following the initial training.

6. Establish and document job responsibilities, requirements, procedures and policies. This document needs to address all standard operating policies plus specific remote agent requirements.

7. Establish a formal communication process between supervisors and remote agents. The process should include a daily conversation with the supervisor or manager. It's critical that management adhere to this schedule. Remote agents must also be made aware of the process for escalating inquiries to supervisors. (It's recommended that premise-based and remote agents follow the same escalation procedures.)

8. Use chat for handling the majority of agent inquiries. Supervisors need to be available to respond immediately to chat inquiries from agents.

9. Ensure that remote agents have access to all product and service information, whether it's online or paper-based. If paper-based, the documents should be shipped to remote agents as part of their set-up process.

10. Establish a defined number and frequency of quality monitoring (QM) sessions for remote agent evaluations. Provide regular, scheduled feedback on agent performance, covering both strengths and coaching on performance opportunities. It's important to involve remote agents in all quality-monitoring and training-related activities.

11. Reward remote agents for performance excellence, just as you would premise-based staff.

12. Ensure that remote agents have access to performance management reports and quality assurance (QA) evaluations for self-managing performance.

13. Include remote agents in all team meetings and up-training activities. It's recommended that remote agents be part of an agent team that includes both remote and premise-based staff. If your staff is 100% remote, run team meetings at least once a week to keep staff connected and interacting with one another.

14. If your center is using both premise-based and remote agents, pair agents to ensure and reward cooperation. Be creative in identifying ways to promote a sense of "connectedness" or "team spirit" for agents who work at home. If you are having a holiday party at the site, be sure to communicate this to remote agents so that they have time to prepare and join in, if they choose. Do not leave them out just because they are not on-site.

Web based Tool

• Based on LAMP Technologies

• Capability to Handle Large Email Volumes

• Queue Management

• Letters & Faxes Routing

• User and Role Management

• Keyword and Category Management

• Email History and Threading

• Assignment and Escalation

• Automation of SLA's

• Feedback Forms

• Sales or Order Processing Forms

CRM

Every client interaction is a significant chance to develop and keep customers and, construct allegiance. But unlike outbound efforts, inbound customer relationship management requires skills and base that are both hard and, costly for many enterprises to expeditiously handle.

Providing high-quality customer care is a core competency at Call Center India. Therefore, it is no disclosure that we know how to provide coherent and cost-effective solutions to manage all those regular inbound relations in a positive, premeditated, and qualified style. We squad upward with you to assist cut downward customer relationship management costs while enhancing your customers’ experience. Our client-focused access centers on extensive still targeted client administration and business procedure solutions that present the greatest value to both your customers and to your bottom line.

How did you impact the customer experience?

1 St experience

During my 14 years as customer service manager for a Texas folding carton manufacturer, I had never encountered such a serious supply chain failure. We supply national distribution centers with fast food cartons, custom printed for a national chicken restaurant chain. The distributor ran out of safety stock in two days, while our railcar was stuck in the mountains due to a train derailment. The back up road team drivers also ran into a series of unfortunate events. When this first started, management was resistant to my suggestion of air freighting the cartons due to the cost. As days went by, the customer was threatening the entire account if their restaurants ran out of cartons to serve their product in. To make matters worse - it was Thursday before Memorial Day - their second highest sales weekend. It appeared the entire Pacific Northwest down into Southern California was going to be without takeout chicken. Now it was too late to air freight, and the DC would not be able to hot-shot deliveries everywhere -- oh why hadn't they listen to me? My mind raced as I though of the church events, the family picnics, and the loss of our account of many years. The pressure was incredible and the matter had escalated to where every VP, President & CEO within these organizations was screaming for answers.

First, I scraped together our safety stock, called in favors, pushed out other customer's orders and sent a third truckload out. Second, I rallied every available person -- there were 7 of us -- and with a list of over 300 restaurant locations, we hand wrote FedEx labels and sent out mixed orders of 1 to 5 boxes of folding cartons directly to the restaurants. We are located in the country, so I recruited our managers to become our rural route drivers. Using their personal pickup trucks and in shifts, they delivered the packages to the FedEx drop off site.

I spent the entire holiday weekend sending the buyers, VPs, Presidents and CEOs email updates with a map tracking the third trucks progress. I also tracked all the FedEx shipments. Out of over 1,000 packages shipped, only four stores did not receive their cartons until the Tuesday after Memorial Day. The Chicken Gods were with us -- those stores did not run out of cartons and we enjoy being their supplier still today.

2nd experience

I work in the technical support department for a cable company. Our company is experiencing an issue with the IPG (Interactive Program Guide) losing information on converter boxes due to a new feature that was added. The new feature is called iTV (Interactive Television). When a customer uses the iTV or EOD (Entertainment On Demand) the IPG will lose information. There was not a lot of advertisement done for this feature and most of our customers do not even know it exists.

I recently had an irate customer on the phone whose IPG was not working correctly. She immediately started yelling and screaming, saying she was not happy with the level of service she was receiving and that she had been having problems for about two months (the same time that the company added iTV). I apologized, and started to probe her for how she uses the converter box. I asked her if she ever uses On Demand (Channel 1). She immediately got defensive and started screaming that she does not use our EOD service because she goes to the movies. I attempted several times to calm her and explain that I was just asking some clarifying questions so I can better explain to her how to avoid this frustration. I then asked her to access the iTV service and asked if she ever used it. She started screaming about not wanting any extra stuff, that she never asked for this service and we should take it off. After apologizing several times and explaining why her IPG was not working, I was able to help her understand that the iTV offers her local movie listings for when she wants to go to the movies. She stopped yelling and said "Well I hope you are prepared to spend some time because I need a tutorial on this feature." I explained how to access the feature and showed her several different options to retrieve local movie listings. Her closing comment was "Wow, this is a great feature...I will use iTV more than the IPG."

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customer support

Every business work hard to build their customer base. There is simply one manner to hold it - extraordinary client service and support. Customers can get dissatisfied with products and services. However, when provided with sensitive and polite aid, such issues can ensue in net constructive experiences for your client.

Each information investigation presents a chance for a sale. Inquiries can be utilized to analyze a client document to view if they are getting the correct types of products and services to equip their needs. This is too a chance to update your client database.

Online Customer support, formerly viewed as an overly expensive facet of job, can be a lucrative reward. If handled the correct manner, client service can head to a tremendous chance for stronger customer relationships, increased sales and the assemblage of invaluable marketplace data.

Call Center Training is considered to the vital part for the success of any business as it prepares the candidates to take on the challenges of the new job with confident and effective approach.as it prepares you to take-on the challenges with a lot more skill and belief and when its matter of creating good impression on the customer.

Call center training is considered to be the crucial for all the newly selected candidates after the long spell of interview, as it provides them with a chance to create their first impression on the mind of higher representatives as they will not get any other chance the next time. The call center training involves product knowledge, technology based training, soft speaking skills which includes voice and accent training.
Soft-speaking skills are considered to be the important part of call center training, which is essentially provided to new employees before attending the calls of international customers. This is included as a part of voice and accent training. The accent of the employees need to be clear and need to be audible clearly to US or other developed nation citizens, who earn lot of money but have less time to spend and they catch the accents of the customer care representatives along with their country.
Therefore voice and accent training is essential at the time of providing call center training to the trainees in the international call center. It is considered to be easier for Indian call center to prevail over disputes with the international customers.

Definition Multichannel marketing

Multichannel marketing is offering customers more than one way to buy something - for example, from a Web site as well as in retail stores. For manufacturers, multichannel marketing also includes the use of partners, sometimes known as channels, who market directly to the customer as consultants, repackagers, or retailers.
For retailers, advocates claim that, in addition to offering the customer more options, multichannel marketing allows a business more opportunities to interact with customers - each channel can help promote the other channels. Since Web site and phone-in mail orders collect information about the customer that a retail sale may not, these channels make it possible to develop mailing lists for future promotions and branding campaigns.

Eddie Bauer is sometimes used as an example of a multichannel marketer that offers "brick, click, and flip" - retail stores, Web site, and catalogs. At least one study says that customers of multichannel companies spend 30% more than customers of one-channel companies.

For manufacturers with partner channels, marketing directly from a Web site sometimes raises the problem of how to preserve the partnerships which Web site sales may tend to undercut. Approaches to solving his problem include using the Web site to refer customers to partners and limiting the quantities involved in any one direct sale.

customer interaction center

A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).
A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multichannel marketing.

A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization. Virtual call center employees may be situated in groups in a number of smaller centers, but most often they work from their own homes. This is an attractive arrangement for many employees: the hours are often flexible, and there's no dress code or commute. For the organization, the virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to be high for physical call centers.

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