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Call Center Management

If you take a closer look at the BPO industry, you will find that many call centers have come up of late. These units are providing various voice and non-voice call center services to the business firms that outsource work from countries like USA and Canada, even Europe. However, just like their meteoric rise, many of them run out of fizz after staying around in the market for some time. They may grab plump telemarketing projects when they initially come into existence. They have newer resources at their disposal and also have the beginner's luck. But holding on to this initial spurt of telemarketing services would need more business acumen than luck. The call center units have to be managed in a better and more efficient way. Whether that unit will stand the test of time is generally determined by the unit's ability to adapt themselves to the changing BPO service scenario. Here are some ways in which they can do that in a better way:

1. Planning: It's necessary to chalk out the telemarketing plan before you take the project to the floor. The call center agents are going to work at a rapid pace. So when the project kicks off, you will have very little time to make changes or adjustments. All of the planning has to be done prior to Day One of the project. BPO managers can save time and resources if they are able to plan things out beforehand. The planning must include the minute details of the telemarketing services, like what sort of processes will be used to what kind of technology will be applied. The manpower factor needs to be considered as well. You will have to decide how experienced you want your BPO service agents to be. It's obvious that you will want different tiers of agents, according to skill and experience. You will have to leave ground for innovation and also some contingency plans to bail you out in crunch situations.

2. Research: To manage a call center for maximum productivity, the research work that you do has to be on the spot. Several call centers fall short of the desired expectations because they do not do their research work. Research arms your telemarketing agents with the required amount of knowledge. Consumers of the modern day are not satisfied with questions about your client's products/services only. They will ask you questions about the competition and the rivals. If your lead generation agents are not aware of their data and how you are superior, your telemarketing services will be hopelessly lacking meat.

3. Execution: This is the third stage of managing call center units. It is obvious from practical experience of running a BPO that things will not always work as planned. You may have certain hurdles and obstacles on your way. That is where shrewd BPO service managers come in. They will bail you out of trouble when the application of the plans moves away from the desired orbits. Always keep ample room for adaptation. That is what sets a winner business process outsourcing unit from the also-rans.





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