Posted on Jul 29, 2010 03:14:59 PM
Call center outsourcing
Tata Consultancy Services (TCS) has decided to go back to its roots. In 1968, this subdivision of Tata was formed to provide BPO call center services to its sister companies. It was one of the first BPO service providers, catering to offshore clients, when it bagged the Swiss Air outsourced deal. However, over the years, its aim deviated a little and its entered the IT sector.
The success of TCS in the IT sector is no secret. This company is now the leading service providers in India. This deviation from its core competencies has led to the company lag behind the call center competition.
However, TCS is hurrying up to cover lost ground. Its revenue from call center services jumped from $10 million in 2004 to $729 million in 2009-10. Abid Ali Z Neemuchwala, VP and global head of the call center sector of TCS, has declared that the next aim is to unseat Genpact, the world leader in the call center outsourcing service sector.
Posted on Jul 29, 2010 03:12:15 PM
Customer Service Call Center
Some of the leading customer service call centers around the world have taken on a social initiative. They have decided to conduct special recruitment camps targeted specifically for the physically handicapped. Some of the recruits might even get the option of working from home.
The recruitment drive is aimed at hiring employees with disabilities, including blindness, incapacitated organs and even paraplegia. By conducting such drives, BPO call centers aim to provide some degree of normalcy to the lives of people with disabilities. It is both a civil social act and a means of introducing a whole new batch of employees to call center life.
Special training centers are also being opened up for conducting the special exercises for accent improvement and customer service call center etiquette. One such training center is called ‘Samarthanam Shristi’, founded under the Samarthanam Trust for the Disabled in New Delhi.
Mahantesh G Kivadasannavar, the founder and managing trustee of this firm, says that the aim of this call center training institute is to train at least 300 students a year so that they can aim at leading a normal and fulfilling life in the corporate sector.
Posted on Jul 28, 2010 05:26:42 PM
Call Center Services
BPO call centers have the infrastructure, demand and resource to become even bigger than the IT service sector. One can see this through a simple study of their recruitment process. While in the IT service sector, fresh recruitment is carried out only once or twice a year; BPO call centers need to actively recruit through the year. This is because each new client needs to have a fresh batch of call center employees working on his projects.
Even from the perspective of annual revenue generation, BPO call centers are not very far behind other segments of the economy. In 2007, this sector crossed the $7 billion mark and was surpassed by only the IT sector.
This unprecedented success of call centers can be attributed to the fact that more and more companies are now waking up to the financial advantages of outsourcing call support services. Even the IT sector outsources its tech support branch to leading BPO call centers.
Posted on Jul 28, 2010 05:24:29 PM
BPO call centers
BPO call centers require the expertise of a highly talented and motivated work force to run them. This workforce often comprises of young individuals, who start their working career from such jobs. This makes a lot of experts question whether this stream of work is good for their career path or not.
By working in such call centers, the employees are exposed to leading services provided by the global brands from the very beginning. Even the custom designed class room training and on-the-job training programs are meant to enhance the overall personality and skills of the workforce. No other service sector provides such potent opportunities.
Several leading call centers prefer promoting within their ranks. This way the employees can hope to get more responsibilities and higher pay by continuing with their current service provider. Some of the leading project managers working for BPO call center service providers like InSO and Daksh have been promoted on the basis of their track record and experience.
Posted on Jul 27, 2010 05:48:42 PM
BPO call center
Deepak Patel, the CEO of Aditya Birla Minacs, is considered by many to have the ability to combine the fine traits of financial expertise with technological awareness. He has utilized both of the above mentioned traits to make a path to success over his 20 years of experience in the BPO call center business. At Birla, he has been the architect for several high profile acquisitions for his company. He believes in the mantra: “Don’t ever say No!”
Before joining Birla, he was the managing director and Group COO of a renowned call center, Mphasis. During his tenure, Patel transformed the company’s commodity voice-based business into a high-end, domain-rich knowledge processing unit.
At Birla, Deepak Patel is focusing intensively on sectors such as banking, financial services, telecom, technology infrastructures and entertainment, amongst others. The fact that Minacs has the advantage of leveraging other Birla companies for its BPO call centers has helped Patel tremendously.
Posted on Jul 27, 2010 05:46:13 PM
Call center services
For the fifth straight year the IBM Daksh call center services have been adjudged as the best Contact Center Outsourcing Service Provider of the Year in Asia Pacific by renowned consulting firm, Frost and Sullivan. This award was declared at the recent 2010 Frost & Sullivan Asia Pacific ICT Awards.
Frost & Sullivan follow rigorous measuring standards to select winners in each of their categories. IBM Daksh was awarded the title because the company showed exemplary growth and performance in the BPO call center segment for the fiscal year 2009. A scrutiny of the company’s core competencies was done on various levels, including ‘customer acquisitions, customer diversification, breadth of service offerings, financial performance as evidenced by revenue and revenue growth and overall contribution to the call center industry.’
On accepting the award, James Velasquez, president and country manager of IBM Philippines, said: “This award reinforces IBM’s market leadership in the BPO space and is testimony to the sustained competitive advantage we provide to clients through innovative offerings with global delivery expertise and capabilities”
Posted on Jul 22, 2010 03:45:09 PM
Offshore Call Center Services
After the decision to outsource has been taken, the management is faced with the bigger question of whether to choose an onshore or offshore call center service. Most companies end up choosing offshore outsourcing because of the savings they stand to make. This fact was backed by a mid 2009 report by AMR Research Inc on the state of IT outsourcing, which showed that 80% of the enterprises planned to increase their IT outsourcing or keep it the same. Amongst them a majority preferred shipping their call support wings to India based BPO call centers.
India is the offshore destination of choice because of the technical expertise of its workforce. It is probably the biggest developing nation in the world and is home to some of the brightest minds in both business and technical terms. The labor arbitrage offered by its economy is also very reasonable. It also is home to a large number of good call support call centers.
Posted on Jul 21, 2010 04:24:52 PM
Call Center Outsourcing Solutions
Many small, medium and large enterprises are now waking up to the various advantages of deploying call center services. By using them, a business can increase its revenues, undertake advertisement campaigns and provide effective customer support. Listed below are some of the services that can be outsourced:
Posted on Jul 21, 2010 04:21:03 PM
Customer service call center
There are several parameters on which call center services can be judged. Listed below are some of them:
Posted on Jul 21, 2010 08:19:06 AM
Call Center Customer Service
BPO call centers have become an integral part of almost every organization in the world. However, recent surveys regarding the quality of customer service provided by these centers show various drawbacks. Listed below are some of the common call center customer service headaches:
The above headaches of BPO call center customer services can be tackled by hiring call centers which:
|
|
InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
|||||||||||||||||
