Focused Education For Call Center Jobs

The rise in the volume of call center job requirements has made it necessary to provide the right training and education required to succeed in this field. Taking this into consideration, an Indian University is planning to start a diploma course catering to the booming call center industry. This program will train students from across the country to successfully carry out a BPO job. This will be a major step in providing quality human resource to a sector achieving immense growth and showing huge potentiality.

The program will admit high school pass-outs and provide intensive training, thus minimizing the training prevalently done by the BPO firms themselves. The course hopes to create a pool of call center professionals who will handle the BPO jobs better. The course, apart from imparting basic technical and communication skills will also offer specializations in certain areas of finance, customer care, health care etc. The university will provide learning materials ranging from printed manuals to web-based interactive labs.

BPO Race Heats Up

The competitiveness of the BPO market is expected to increase amidst the global economic slowdown, as per published reports. Firms are already looking for ways to consolidate and some giants are planning for mergers. Analysts are predicting an increase in the process of mergers and acquisitions in the BPO industry.

Another term doing the rounds in this industry is “Globalization”. Talks about India losing its edge in the world market to China are gaining some momentum. But even Indian firms are not sitting back. They are investing heavily in Chinese and Japanese markets to gain a foothold. The debates about the competency of the Indian and Chinese BPO firms are heating up as there is wide-spread speculation about China outrunning India by 2012. The future holds the key for many Indian firms as they prepare for battle. Nevertheless, it is imperative that globalization has awakened many nations to the prospect of outsourcing boom.

Online Support Caters To Customer Care

We’ve all used online chat support or email support services for our queries. But we need to ponder on the actual utilization of these customer services. Let us first clarify that chat support or email support is not for those who has technical queries or queries which require some time to get solved. Industries which can best use this service include telecommunications and online retailers.

The need for these services depends on the complexity and urgency of a query a company may experience. Chat support or email support service in BPO generally caters to those queries which are simple and takes very little time to get solved. In order to best utilize the services offered by an online support you need to keep your account information ready before you contact the support person. So, we must acknowledge the fact that companies are coming up with outsourced technical support options to help its customers and that alone speak volumes about its commitment and dedication to the betterment customer care.

Advantages Of Business Process Outsourcing

For any business the main focus is to battle rising costs and provide quality services to their customers. Through business process outsourcing companies can offload their non-core business functions and concentrate on their core businesses. This results in better productivity and increased revenue.

This has resulted in more companies opting for outsourcing in BPO companies for both high end and low end jobs. This means that more specialty BPO companies are entering the market making the task of the clients easier and simpler. These are following points that drive companies to outsource their business.

The first factor is cost effectiveness. The back office operations of a company like customer service, accounts, HR are important areas that can be handled by BPO specialist. Most of the like to outsource these services so that they can concentrate on core business functions. The other advantages associated with outsourcing are economy of scale, business risk mitigation, utilization improvement and superior competency.

Tips To Motivate BPO Employees

Everyday the call center managers face a tough time to keep their morale high to motivate call center agents. Motivation is an important tool to the sprinkle the salt of enthusiasm in a BPO team. There are many ups and downs through which a call center goes. Even during these times they have to keep their spirits high and blend a feeling of smile in their voice. It is not the face but the voice that the customers hear; therefore a gloomy voice can drive away a prospective customer.
Working in call center can be extremely stressful and therefore one has to keep the team motivated at any cost. A miserable call center employ can lead towards low productivity and high attrition rate. A call center agent is continuously expected to perform well and act in courteous manner. Incentives, raises and bonuses can be short term motivating tips but they are losing their importance in the frontline.
There are various other tools which can be adopted by call center managers to motivate their teams. It does not cost many resources too. The agents can be recognized for their excellent job done. The kudos give to call center employees will not help to perform better but also keep them motivated throughout their working hours.