Indian IT BPO Industry Gains Corporate Governance Regulations

The Industry leader Nasscom has revealed some new set of voluntary recommendations. These recommendations are purely meant to build up the practices of corporate governance in IT-BPO industry (India). Experts believe that Nasscom recommendations will institute the highest principles of corporate governance and probity in the companies.

Nasscom proposal includes best practices to be followed by the IT-BPO sector. Most companies engaged in this sector ensure world-class business practices. These practices help companies to compete at the global level based solely on service delivery and quality.

Sangeeta Gupta, the Vice-President of Nasscom said that the main aim of this report will be to put into place diverse policies that a company has to follow. The entire report establishes the fact that good corporate governance and the ethics is to guarantee commitment of the company in handling the company needs and management.

The report showcases certain fundamentals in maintaining transparency within business organizations. Maintaining transparency will maximize the long-term value of the organization not only for its customers but also for its competitors, employees and shareholders and other partners.

The Vice-President of Nasscom added that they not only focus on financial regulatory towards the employees, vendor partners and employees, but they also focus on the global IT/BPO industry proceeds. Gupta also said that the Indian information technology sector has been playing a major role at the global level and this has led them work on a globalized platform.

Role of Multi-lingual Call Center at ‘Expo 2010 Shanghai’

It’s the last minute preparation going on in Shanghai. The City of Shanghai is all set to start with the Expo 2010. This major event welcomes tourists from all over the world. Keeping in view of the total number of foreign visitors to be present at this mega event, Shanghai has launched a host of multi-lingual call center services.

An estimated report shows more than 3.5 million foreign tourists will make way to visit the 2010 Expo. Major countries to participate in this event include Europe, United States, Japan and Korea. To ease out the language problems, Shanghai Tourism Bureau has started with a 24-hour multi-lingual call center service.

It is expected that the Shanghai multi-lingual call center service will work out to be another potential outlet to get right assistance in times of need. With language assistance for more than 17 different languages, tourists will be able to gain information on major areas. These include health care, education, transport, travel and entertainment.

In words of Chen Ye, the international call center services have been growing rapidly. Chen working for international hotline for 2 years or so said that the agents are responsible for holding 2,000 calls on a given average. In addition to this, Chen said that official Expo platform responsible for the foreign languages offer emergency information inquiries and language translation services.

Language problems will no longer be a barrier to enjoy the charm of the largest Shanghai expo that welcomes more than 3.5 million of foreign tourists. Please share your inputs regarding this post. Your views are welcome.

Call Center Answering Service Benefits

Call answering service in a call center happens to be the perfect solution for those busy professionals who do not have time to answer calls coming in their offices. A professional call answering service maintains decorum among the potential callers and clients.

Live answering service acts as an asset to every organization. For most professions like health care organizations or hospitals, an answering service can be an essential necessity. Clinics and doctors should be able to receive data and information that can come from any live call. Moreover, these institutions need to build up the capability to get alerted in any case of medical emergency.

Answering service as an essential call center feature enables doctors and medical practitioners to several places almost instantaneously- to converse, carry out effective surgeries and also to respond to the patient inquiries. In addition, such services also enable them to reply to the colleagues in need for some immediate advice.

Apart from medical professionals, live answering services also help those companies offering credit accounts and other related services to a large customer base. Most credit card companies find great pleasure in having the call center answering service.

For most people, including a call answering service serves as a great assurance. In this manner, these service providers will have the ability to elevate the given service levels. With the help of such advanced services, professionals will be able to gain the benefit of the virtual office without having the headache of any overhead costs.

BPO Companies Use Workforce Breakdown Structure

Workforce breakdown structure (WBS) relates to common-sense reporting that CEOs of most BPO companies attempt. The WBS allows every department in a BPO organization to take a look at the numbers in a way they need and want. Take for instance the word ‘cost’ together with receivables and payables information, permit accountant to put forward the true financial image of the company. Moreover, WBS also places the right depiction to help your internal board to review and also compare financial aspects of your business on a month-to month basis.

Indeed, BPO firms look for essential ways to monitor the real procurement and the production of any project against the real estimate. With the use of real-time WBS, companies engaged in business process outsourcing activities will be able to manage diverse projects.

All the different types of reporting variables will be available readily enough. In fact, the corrective actions can also be taken as immediately as possible. These days, business firms not only get a WBS, but they will also get such systems in multiplicity.At any point of time, you will be able to enter the sales order of a customer. This is the resource that will help you to immediately receive second-to- second- update regarding the purchase orders, purchase requisitions, production work orders and more. These are few essentials that need to be established in any specific project.

If things like hitting the project targets, project management, estimate to the completion is what matters you in your BPO business, then make it a point to turn to Work Breakdown Structure. This is to obtain real-time reports.

Why BPO And Call Center Uses CRM Software?

Customer Relationship Management (CRM) is a popular theory commonly used by call center and BPO companies to manage and administer vendors, partners and customers. The CRM software is popularly used in BPO and call center units to support employees and ensure fast communication.

By means of the collaborative CRM, direct interaction has been possible. It includes gathering feedback from consumers and also reporting issues. By means of such software, customer communication can be carried out through diverse channels like phone, SMS, e-mail etc.

The main goal behind opting for the collaborative CRM will be to reduce company costs and to improve the services offered. The analytical CRM is used for multiple purposes like predicting the future trends, analyzing the customer behavior, taking the management decisions, executing and planning the marketing campaigns and more.

In BPO, CRM is something more than one mere technology. It is aimed at handling customers efficiently and effectively. All three CRM features-operational, analytical and collaborative are used to carry forward the customer communication in the right possible manner.

In a BPO, the CRM software is used to record communication with the customers. The software is also used to add to the database of the customer contact history. This history can also be effortlessly retrieved for future reference.

The biggest advantage of maintaining contact history in a BPO is to retrieve contact history record for the further reference in future. This will enable agents to contact service personnel without repeating earlier information or communication.

11th Annual Call Center Excellence Awards- An Update

The 2010 IQPC annual event- Call Center Excellence Awards taking place on June 14 is currently accepting nominations for some special categories. Acknowledged by the industry peers, this major call center event is considered as a great platform to identify, honor and also to promote the advanced call center individuals and solutions. The event is widely acclaimed for its eminence that it received over the last few years.

The 2010 Call Center Excellence Awards presented by the IQPC is scheduled to take place from June 14 to June 18, 2010. This 5-day event will be taking place at the Caesars Palace in Las Vegas. All nominations on the selected categories are being accepted as the part of 11th Annual Call Center Week.

In total, there are 8 separate categories under which all the nominations will be given. All of these categories are dedicated to recognize resourcefulness, superior thinking and timely execution of the call center services. Currently, the online application forms are also available on the official site (call center week). The last date to submit the application forms will be May 8, 2010. Moreover, the completed application forms can also be submitted to the IQPC office site.

All applications are accessible under the following categories- ‘Best Outsourced Provider’, ‘The Call Center Leader of the Year’, ‘Best in Class Call Center’ (under and over 200 staff), ‘Best Technology Solutions Provider’, ‘Best Performance Leveraging Customer Feedback’, ‘First-Class Job Leveraging Technology’, ‘Best Outsourced Provider’ and others.

Why Outbound Call Center Services?

People who still don’t know what outbound call centers are will find it difficult to learn about the varied advantages that these services are known to offer. An outbound call center is one important part of the entire call center set-up. These are specialized customer care units serving diverse business needs with quality.

The main job of an outbound call center is to make customers aware of different services and products. In an outbound center, customer care representatives or agents make the outbound calls to the customers of their business clients.

All calls made from an outbound center usually range from updating the contact lists to verifying information or fund-raising or telemarketing and sales. The list seems to be unending as it really depends on the individual preference of the clients.

The outbound call center services are especially known to bring about cost-effective ways. This, in turn, happens to be the main reason/cause to ensure better gains for any company. Outbound services can emerge to be an effective tool in taking on all kinds of responsibilities on the part of the business firm or company. These are services that satisfy consumers, keep them happy and generate a new line of prospective customers.

In this competitive business environment, most businesses choose to outsource the outbound activities with the aim to save themselves from any latent drawbacks. This also results in providing substantial amounts of profits in the long run. As business firms aim towards profit gains to operate in the long run, it is outbound call center services that save the total costs.

Bomb Scare in Call Center

A phone call late in the afternoon created panic among the employees working in the Amherst Township call center. The sudden bomb threat disrupted the day’s work in the customer care center. As soon as the call came in, the Tele tech staff started a search operation.

After the end of the search operation, the staff was determined that the call was a false alarm. Later on meeting the reporters for an interview, the Sheriff Captain, John Reiber, said that the call was a false one. Narrating the whole incident that took place, John said that the call was made around 2.30 pm in the afternoon. Like any normal day all employees were busy attending the customer calls and going about with their daily activities. As soon as the call came, the staff was immediately alerted and the search operation was carried out throughout the office.

John also added that much of the searching work was carried out by the Teletech staff. However, John didn’t give much detail about the caller, or whether the call was made by a female or a male. He concluded saying that the incident is still under official investigation and the office of the sheriff includes several leads to record later on. More on recent call center news.

Learning Management System (LMS) in a BPO

BPO and other companies engaged with offering outsourced extensions are often found exposed on a range of issues related to that of security, occurrence and also motivation. These are few issues that cost and pose great difficulties for companies engaged with outsourcing activities. Here comes the importance of the learning management system.

The learning management system is a tool to train employees and the managers. This is the system that prepares both parties (employees and mangers) to face problems conveniently and effectively. There are few risks involved with that of outsourcing the business processes. One of the major risks happens to be security faced by the regular BPO companies. A company engaged in offering outsourced business processes need to be become extra careful.

Handing of outsourcing information is never an easy job to carry forward. The learning management system brings forth strong training features that are considered significant for both staff and managers. In course, if a manager takes up project management then he or she would be able to efficiently manage and review the team cycles, techniques and the other process management processes related to that of evaluation and improvement.

In the course of project management, the manger and the staff of a business process outsourcing company will find it easier to review the project cycles and the team, together with the project management processes. The repeatable and effective training programs provided by the LMS help employees to work in the right direction. Furthermore, it is a known fact that online training is found easy to deliver and update. This can well be one essential measure for risk prevention, especially when talking about the all new LMS system. Know more on the latest BPO system.

Gartner-Indian BPO market estimates 25% growth in 2010

Gartner, the IT research and advisory firm has estimated that the business process outsourcing (BPO) market in India will record a 25 percent growth in the year 2010. On a year-on year basis, the Indian BPO industry has recorded a market growth of about 7.3 percent in 2009. The reason for this reported growth is indicated to the global economic ambiguity that led to the both volume and price pressures.

In a statement issued by Gartner, it has been estimated that the domestic Indian BPO market would be experiencing a growth rate of about $ 1.2 billion by 2011. In 2013, the BPO market growth will be experiencing a growth of $1.8 million.

The Indian BPO market happens to be one of the most organized and highly expanding services segment. According to the Research director of Gartner, T J Singh, the market trends like changing demographics, consumption of the value added services, affluence levels, increasing focus on the service quality and continued momentum of the acquisitions and mergers is obvious to influence the shifts in the buyer behavior and needs.

Over the last two years or so, most of the Indian BPO service providers and few of the multi-national companies are found focusing mainly on the foreign offshore services market. This has shifted a greater focus and the investments to the domestic market as said by TJ Singh.

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