Posted on Sep 25, 2010 08:05:00 AM
Customer Service Call Center
Customer Service Call Center Outsourcing as a Home-Based Business Is The Buzz word now among the young and the old.
A growing number of call center companies are now hiring people, both as employees and as independent contracts, to work for them. This home-based business model of call center outsourcing centers provides employees with a flexible work schedule. This schedule can be designed specifically to meet the needs of any particular employee, allowing him to take as many breaks as s/he wants and work from the comfort of their homes.
Imagine a workplace that is just down your hallway and only a few minutes walk away from your bedroom. All you have to do is plug in your headset to your phone, switch on your computer and you are all set to handle customer calls, right from your living room. After making a few calls, you leave your work desk and move on to doing your regular household chores.
The compensation structure of such employees can be based on any of the following modules:
What you need to have to become a home agent are:
Posted on Sep 25, 2010 08:00:06 AM
Call Center Outsourcing
Call center outsourcing trends have helped streamline and automate the way the customer support related services were being handled at some of the leading industries in the world. Listed below are the 5 ways in which it helps preserve vital resources:
Posted on Sep 15, 2010 09:56:48 AM
Offshore Outsourcing Services
The offshore outsourcing market is growing at an annual rate of 20%-25%, without showing any signs of slowing down in the near future. At this juncture offshore outsourcing services may face initial difficulties, however most issues can be readily resolved and the various geopolitical shortcomings are deemed insignificant in the face of the economic benefits. Despite this, there are still risks that can hamper your services.
Listed below are some of them:
1. Cost Reduction Expectation: The biggest risk faced by offshore call centers has nothing to do with outsourcing at all. The problem stems from the belief that the savings made per year would be comparable to the person-to-person savings. They tend to forget that there are several hidden parameters, which affect the pricing standard. In reality, any savings worth 20%-25% are good for the first year of offshore outsourcing.
2. Data Security: While some businesses find the security measures put in place at call centers to be more robust than their own, the risk of data theft cannot be ruled out. This is why the security standards need to be properly checked before hiring a vendor.
3. Loss of Business Knowledge: There are certain practices or technologies that are proprietary to the outsourcing company. This is why such companies should assess their business knowledge before deciding to outsource such services.
4. Failure to Deliver: This is the most general of all the risks, as it comes with any service. Such failures in the offshore outsourcing market are an exception but the risk still exists.
5. Culture: This is an inherent risk associated with offshore call center. However, the leading call centers have found a way to work around this by means of accent correction training that aims to improve the standard of spoken English of the call center employees.
Posted on Sep 15, 2010 09:47:10 AM
The Best Offshore Outsourcing Services In India | Call Center Services in India
Cost effectiveness is only one of the many parameters that make offshore outsourcing to India an economically beneficial business move.
Listed below are some of the other advantages of offshore outsourcing services in India:
Highly Skilled Workforce: India is the second largest English speaking nation in the world. Add to this the fact that it also has one of the largest populations of tech-savvy and skilled professionals and you have a workforce that requires very little training to start providing offshore call center services.
Naturally Fit: India is 11 hours ahead of the US time zone. This puts them in the perfect spot to deliver 24×7 support.
Onshore Management with Offshore Prices: Many businesses do not like placing their outsourcing services in the hands of a foreigner. This is where this feature comes into play. Here the services are offered by the Indian call centers but the management part is handled in the same country as the outsourcing company.
Labor Arbitrage: This is the feature that led to the boom in the call center industry in India. This means that you will be able to get the same service at cheaper rates than what you would have to pay onshore.
Posted on Sep 9, 2010 01:00:07 PM
Outbound Call Center Outsourcing
In the current cold economic scenario, you need to find efficient ways to survive difficult times. It is at times like these that the costs and expenditures become chief concerns, and at the same time you cannot risk making compromises on quality. Call center outsourcing is a means by which you can handle both these requirements.
Outbound call centers are a specialized branch of call centers, dealing primarily with making outgoing calls to the prospective or current customers. Some benefits of this particular service include:
Posted on Sep 3, 2010 09:47:04 AM
Inbound Call Center Outsourcing
An Inbound call center can also be defined as a call handling service unit. The main objective of such a center is to provide quick and effective client support. Some of the inbound call center outsourcing services provided are:
Order Taking: This service is outsourced to ensure that all the sales oriented calls care handled. These processes also help the client ensure that all the crucial information regarding the products purchased by the clients is properly stored on a secure server.
Technical Support: This service is extremely crucial for all manufacturing and technological firms. The services offered here include providing relevant, on-time and effective technical support to the callers. Broadly, the services can be classified into the following categories – trouble shooting, product installation and repair, etc.
Customer support is an integral part of all the services provided by inbound call centers. This is why these services require only seasoned or fully trained professionals, who will be able to tackle calls on behalf of the business clients. This will help the inbound call centers build a healthy and constant relationship between the clients and their customers.
Posted on Sep 3, 2010 09:32:23 AM
Call Center Outsourcing Trends
In his report titled ‘2007 Trends to Watch: Contact Center Outsourcing and Services’, Peter Ryan commented on the state of the call center outsourcing market at that time, saying, “Not only will more industries be looking to adopt third-party customer care services than ever before, their horizontal functions will be shifting to more profitable requirements.
Additionally, the need to satisfy demand from multiple contact channels as opposed to strictly voice-based services will be crucial for success over the long term. Those outsourcing vendors that properly target industries with realistic and tailored programs and are able to accommodate cross-channel solutions are certain to succeed.”
The truth of these words can be seen in the present market conditions as well. More and more companies are opting to outsource their non-core services, leading to an increase in the number of call center services providers.
This leads us to the all important question of what a call center can do to survive this influx of competition. Listed below are three key areas that make a difference:
Posted on Sep 2, 2010 11:56:28 AM
Offshore Outsourcing
Economic globalization is no longer only a dream because of the growth of offshore outsourcing services. Here, globalization is used to refer to a phenomenon, using which all the world regions, societies and cultures gel together with the use of global transportation or communication channels. There are several advantages to this phenomenon, chief among which is the overall technological and intellectual growth of the whole human race.
Economic globalization brought about by the offshore outsourcing services has allowed all the national economies of the world to integrate with each other and achieve equal growth. This can be seen in the present call center outsourcing based system. By outsourcing non-core services to developing nations like India and Brazil, the developed nations are rooting for their growth. On the other hand, companies in the developed countries are using the savings to create even more core jobs onshore.
In fact, the importance of the offshore outsourcing industry in the global economy is described in an article published in a prominent daily of Bangladesh in July 2005, which says, “Citing various studies, the WTO noted that the global turnover from offshore IT services reached 45 billion dollars in 2003, or less than 10 per cent of total world business service exports.”
Posted on Sep 2, 2010 11:51:41 AM
Offshore Outsourcing Services
According to a report published in the May 2009 issue of Computer World, “…At companies with revenues of at least $5 billion, as many as one quarter of IT jobs will be moved offshore by 2010.” However, most of these companies do so without fully understanding all the benefits of such a business scheme, as the report further went ahead to say, “Numerous surveys indicate that anywhere from 17 percent to 53 percent of customers have not realized business value/return on investment from offshore outsourcing.”
Then why is the offshore call center business still booming? The answer comes in the form of financial savings. By offshoring non-core services to foreign lands, these companies gain advantage of labor arbitrage. This means that they are getting the job done at lower prices than what they would have to pay onshore.
There are several other advantages of offshore outsourcing, such as hiring a workforce that is both talented and eager to work. Developing nations like India have some of the world’s most talented IT professionals, who require only accent improvement to be the ideal candidate for work in any call center.
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