Friday, December 26, 2008
Ceequence
Ceequence is a general business consulting firm whose mission is to assist companies with implementing strategy to achieve sustainable business outcomes. The firm also provides turnkey outsourcing services for teleservices and business processes through strategic alliances with Australian and off-shore partners in locations such as the UK and India.
Ceequence offers contact center services. Their offerings are in line with standard International contact centre and telephone marketing bureau services in either business-to-business, business-to-consumer or non-profit donor environments.
Outbound Services:
Direct marketing
Lead Generation
Appointment Setting and Tracking
Accounts Receivable
Renewals and Win-backs
Non-profit fund-raising
Telesurveys
Market research
Recruitment & Executive Search
Inbound Services:
Order Taking
Help Desk
Technical Support
Direct TV
Directory Enquiry
Customer Services
Inbound Telesales
URL: .ceequence.com/
Ceequence Locations:
Ceequence Australia
Ceequence
Suite 3, 73 Milson Road,
Cremorne, NSW 2090,
Sydney, Australia.
Ceequence India
Level 2 & 3, 23 Anna Salai,
Saidapet,
Chennai 600 015.
India
Tel: +91-44-42328100
Fax: +91-44-24343393
Ceequence London
Ceequence
Unit 3A, Popin Business Centre
South Way, Wembley
Middlesex HA9 0HF
London, UK
Ceequence New York
Ceequence
Lincoln Building
Suite 1144, 60 East 42nd Street
New York, NY 10165
USA
Calling Polska (Australia)
Calling Polska Ltd.
ul. Warszawska 67/1
40-010 Katowice
Poland
Phone: 0048 32 607 09 47
Fax.: 0048 32 204 95 97
Description:
Calling Polska is specializing in call center outsourcing services. The elements, which consist on success our company are: the art of communication and using the newest technology. Calling Polska's destination is to become a leader of telemarketing. The possibility of getting to clients and effective customer service is more important in conditions of latter-day market, in every commercial or service activity. Therefore are using systems of telephone customer service. The communication with clients is a very important factor which is binding the firm with audiences of products and services.
Calling Polska is providing a high quality services based on an advanced telephone system of customer service. Our multi-channels centre of customer service (call center) including the newest technology and the human potential. Effectively they compete with another telemarketing firms. Calling Polska's strengths are big flexible of a quantity stations, business solutions, price and comprehensiveness cooperation.
The fixed availability and willingness to reply for questions, demands and expectations of market is the ticket to success!
URL: .callingpolska.pl
Call Design (Australia)
Call Design
Sydney
Level 3 18-20 Orion Rd
Lane Cove NSW 2066
Phone: +61 2 9425 7000
Melbourne
Level 1, 15 - 17 Queen St
Melbourne VIC 3000
Phone: +61 3 8612 1314
Description:
Call Design is a specialist Contact Centre technology and solution provider, providing Workforce Management, Call Recording, Speech Recognition and Unified IP solutions. At Call Design we pride ourselves on our ability to deliver best of breed Call Centre solutions to fit our customer's requirements. Whether it be a Hosted Solution, Managed Service or an on- premises solution Call Design offers a consultancy led approach to ensure we fit with your requirements rather than offering a pre- packaged solution that may not meet your needs.
URL: calldesign.com.au/
Business Processing Association of the Philippines (BPA/P)
Increasingly, the global trend is for companies in the high-cost centers of Europe, North America - and even parts of Asia - to outsource or subcontract many of their resource consuming back-end services to less costly parts of the globe. The emergence of the information super-highway over the past five years has brought to the service sector an opportunity that was previously used by the manufacturing sector.
The Philippines has much to offer foreign ICT enterprises looking to expand or outsource their activities: it is ideally located, and has a well-trained workforce. Further points of interest include a fast-growing telecommunication and IT-enabled infrastructure, good relations with foreign partners, and strong government support in the form of special ICT industry plans and incentives. Furthermore we offer an attractive expatriate lifestyle that blends ancient and modern, Asian and Western as well as an ideal family environment with pleasant living conditions, excellent schools and a proximity to some of the world's finest recreational facilities.
In terms of cost optimization and the ability to provide value-added services the Philippines ranks among the top destinations of the globe. Studies have shown that the Profit After Tax margin for a contact center located in the United States or Europe is typically of the order of 5% to 10% whereas in the Philippines, the equivalent margin is between 20% to 25%.
With a deregulated telecommunications industry, contact centers in the country are also provided all possible modes of international call routing.
BPA/P functions as a gateway for the Philippines' outsourcing industry. It promotes the country's core expertise in IT-enabled services. Established in 2004, BPA/P aims to lead the country into becoming a recognized global leader in the ITES/BPO industry and the preferred back office of the world.
URL: .bpap.org/
usiness Processing Association of the Philippines (BPA/P) Locations:
Business Processing Association of the Philippines (BPA/P) Australia
Business Processing Association of the Philippines (BPA/P)
SO #19, 7/f Oakwood Premiere
Ayala Center, Makati City
Philippines
Wednesday, December 24, 2008
BT Conferencing Inc.
Description:
BT Conferencing Inc. is a US subsidiary of BT Group plc, one of the world's leading telecommunications companies and the #1 source of conferencing solutions in the UK and Europe. In 2001, BT Conferencing Inc. was launched in the US from BT Conferencing UK, the enormously successful UK conferencing branch of BT Group plc, with over 15 years of experience in the European conferencing industry.BT Conferencing has evolved to become the most dynamic and fastest growing conferencing provider in the industry. We have experienced a 60% year-to-year growth rate at a time when the rest of the industry has remained flat.BT Conferencing's sole business focus is remote meeting services. But they realize that technology alone cannot guarantee success, and for this reason provide a unique range of value added services. Customized managed services and internal marketing support ensure that our customers realize all the benefits that remote meeting services can offer.
URL: btconferencing.com
BT Conferencing Inc. Locations:
BT Conferencing Inc. AustraliaBT Conferencing Inc.25 Braintree Hill ParkSuite 200Braintree, MA 02184USAPhone: 617.801.6600
American Data Exchange Corporation (ADEC)
American Data Exchange Corporation (ADEC) is committed to helping you understand and apply resourcing solutions for your long-term success. ADEC will help you manage your business better with our Business Solutions and Remote Manpower Services.ADEC Solutions is an innovative global market leader in providing customized outsourcing solutions to clients worldwide. With deep industry knowledge and proven experience in outsourcing, ADEC is committed to delivering seamless, customized, innovative services that are scalable, efficient, and cost-effective, to meet the specifications of your business.
URL: .amdatex.com/
American Data Exchange Corporation (ADEC) Locations:
American Data Exchange Corporation (ADEC) AustraliaAmerican Data Exchange CorporationLevel 2, 541 Blackburn Road MtWaverley, Vic. 3149 AustraliaTelephone: +61.3.9550.0875American Data Exchange Corporation (ADEC) CaliforniaADEC Solutions15026 Jenell StreetPoway, California 92064Tel: 858.486.2462Fax: 858.683.2087American Data Exchange Corporation (ADEC) Las PinasAmerican Data Exchange CorporationBuilding 15,16 & 17, Don Mariano Lim Compound (La Fuerza)Alabang-Zapote Road, Las Pinas City Philippines 1750Telefax: +632.775.0632 to 34American Data Exchange Corporation (ADEC) United StatesAmerican Data Exchange CorporationRowlett, Texas 750884210 Industrial Building 100Telephone: +214.703.8016Fax: +214.703.8018
Friday, December 12, 2008
24x7 Direct (Australia)
24x7 Direct Melbourne, Australia Description:24x7 Direct is one of the leading Market Research Company and consultant in Australia which aims at providing an insight into general public as well as corporate attitudes, and experiences that influence people's beliefs and spending habits.24x7 Direct is Australia's leading call center and Business Process Outsourcing company, with a dedicated services to customers all round the clock.
URL:- 24x7direct.com.au
Thursday, November 27, 2008
Call Center, VOIP companies in Florida United States ( Alliance IP Network )
URL: allianceip.net
Alliance IP Network Locations:
Alliance IP Network Florida15401 SW 50th Lane Miami Florida 33185 USA Phone : +1 305-480-0430 +1 305-480-2088 Fax: +1 305-470-7445
Call Center, VOIP companies in Florida United States ( Alliance Communications Center )
URL: alliancecommunications.com
Alliance Communications Center Locations:
Alliance Communications Center Florida1790 Lee RoadOrlando, Florida 32810Phone: 407-447-6000Toll Free: 800-555-3738Fax: 407-447-3200
Call Center, VOIP companies in Florida United States ( AFSM International )
URL: afsmi.org
AFSM International Locations:
AFSM International FloridaAFSM International 1342 Colonial Blvd., Suite 25 Ft. Myers, FL United States
Call Center, VOIP companies in Florida United States ( AchieveGlobal )
URL: achieveglobal.com
AchieveGlobal Locations:
AchieveGlobal FloridaAchieveGlobal Headquarters8875 Hidden River ParkwaySuite 400Tampa, Florida 33637USA
Call Center, VOIP companies in Florida United States ( AccxxVoIP )
URL: accxxvoip.com/
AccxxVoIP Locations:
AccxxVoIP FloridaACCXXVOIP LLC4035 Tampa RoadSuite 6000Oldsmar , FL 34677United States Of America Phone: 877-864-7269Intl: 011-813-749-1760Fax: 813-814-5998
Call Center, VOIP companies in Florida United States ( Access Worldwide )
URL: accessww.com/
Access Worldwide Locations:
Access Worldwide FloridaAccess Worldwide Corporate Headquarters &TMS Professional Markets Group4950 Communication AvenueSuite 300Boca Raton, FL 33431(561) 226-5000(561) 226-5050 FaxAccess Worldwide Makati
Access Worldwide–PhilippinesRCBC Plaza18th FloorAyala Avenue Cor.Sen. Gil Puyat Ave.Makati City, Manila Metro Philippines
Medica Group335 West 16 Street4th FloorNew York, NY 10011(212) 336-1500(212) 336-1555 FaxAccess Worldwide VirginiaTelAc Teleservices Group1820 North Fort Myer DriveThird FloorArlington, VA 22209(703) 292-5210(703) 465-8642 Fax
United States Sub-Locations call center ( Transcription Plus, LLC )
URL: transcriptionplus.net
Transcription Plus, LLC Locations:
Transcription Plus
, LLC ConnecticutTranscription Plus,
LLC 40 Acorn Lane Bristol, CT 06010 Phone: (860) 583-2818
Fax: (860) 583-2818
United States Sub-Locations call center ( Skyline Advanced Technology Services )
URL: skyline-ats.com/
Skyline Advanced Technology Services Locations:
Skyline Advanced Technology Services
CaliforniaSkyline Advanced Technology Services 490 Division StreetCampbell, CA 95008USAPhone: 800-375-9546Fax: 408-370-1419
Skyline Advanced Technology Services
ConnecticutSkyline Advanced Technology Services 15 Danbury RoadRidgefield, CT 06877USAPhone: 203-438-0250Fax: 203-894-9496
Skyline Advanced Technology Services
IllinoisSkyline Advanced Technology Services 8725 West Higgins Road, Suite 110Chicago, IL 60631 USAPhone: 773-444-4200Fax: 773-695-9626
United States Sub-Locations call center ( S/CM VoIP )
URL: scmvoip.com
S/CM VoIP Locations:
S/CM VoIP Connecticut46 Southfield Ave, STE 370 Stamford CT USA 06902 Phone number: +1-203-487-6893 Fax number: +1-203-487-6894
United States Sub-Locations call center ( Lester )
URL: lesterusa.com
Lester Locations
:Lester Connecticu
t19 Business Park DriveBranford, ConnecticutCT 06405USAPhone: 1-203-488-5265Fax: 1-203-483-0408
Lester India
C-64, TTC Indl. AreaTurbhe, Navi Mumbai 400 705IndiaPhone: 91-22-2767-0092Fax: 91-22-2767-0161
Lester UK
Europa Business ParkUnit 46F4 Bldg.46 Birdhall LaneSK3 OXA EnglandPhone: 44 161 428 0906Fax: 44 161 428 0907
United States Sub-Locations call center ( eFunds )
URL: .efunds.com
eFunds Locations:
eFunds
AustraliaMelbourneSuite
1102530 Little Collins StreetMelbourne,
VIC 3000AustraliaPhone: 61 3 9909-7575SydneySuite 1,
Level 5, 100 Walker StreetNorth Sydney,
Australia NSW 2060
Phone: 61-2-9954-9533
eFunds Canada
MarkhameFunds/Access Cash351 Steelcase Road, WestUnit #10 - 12Markham, OntarioL3R 4H9TorontoeFunds Canada20 York Mills Road4th Floor, Box 700Toronto, OntarioM2P 2C2
Phone: 1-416-228-8000
eFunds Connecticut6470 East Johns Crossing,
Suite 330, Duluth, GA 30097USAeFunds India18 Greams RoadChennai, TN 60000654 Vijaya Raghava Road, T.NagarChennai, TN 600017226, Udyog Vihar, Phase 1Gurgaon, HR 1220165th Floor, Infinity TowersMindspace ComplexLink RoadMalad (W), Mumbai 400 064
Phone: 91-22-28833863
eFunds MinnesotaHudson Road Technology CenterSuite
1007805 Hudson RoadWoodbury, MN 55125USAeFunds UKAegon HouseDaresbury ParkDaresburyCheshire WA4 4HSUK
Phone: 44 (0) 1928 791791
Sunningdale, The BelfryColonial WayWatford WD24 4WHUK
Phone: 44-1923-202 900eFunds United StatesGainey Center II, Suite 3008501 North Scottsdale RoadScottsdale, Arizona 85253USA
Phone: 1-480-629-7700
United States Sub-Locations call center ( eFunds )
URL: .efunds.com
eFunds Locations:
eFunds
AustraliaMelbourneSuite
1102530 Little Collins StreetMelbourne,
VIC 3000AustraliaPhone: 61 3 9909-7575SydneySuite 1,
Level 5, 100 Walker StreetNorth Sydney,
Australia NSW 2060
Phone: 61-2-9954-9533
United States Sub-Locations call center ( Atlas VoIP Communications )
URL: .traveller.com
Atlas VoIP Communications Locations:
Atlas VoIP Communications
Alabama2015
South Memorial PkwyHuntsville,
AL 35801
Telephone Number: 256-704-4361
Fax Number: 256-830-1947
United States Sub-Locations call center ( AmeriTel )
Description:AMERITEL was formed in 1990 through the acquisition of several high performing teleservice companies with expertise in servicing complex accounts with high Customer Care requirements. Today, headquartered in Montgomery, Alabama, AMERITEL has expanded operations to three states across the South. AMERITEL has evolved to service a variety of regional, national, and international companies with a full range of inbound, outbound, e-business, fulfillment, and consulting services. AMERITEL's call centers are among the most advanced in the country. AMERITEL call centers possess state of the art equipment for your business to keep pace with the advances that regularly take place in our industry. All of their PC workstations are fully web-enabled. This is important as your business migrates more and more to the web. AMERITEL can interact with your callers over your website, process emails, and if it helps with integration and processing on your back end, place data directly onto your website!
URL: .ameritel800.com
AmeriTel Locations:
AmeriTel
Alabama11311
South Memorial ParkwayHuntsville,
Alabama 35803
USAPhone: 800-489-9139
Fax: (256) 883-9193
Tuesday, November 25, 2008
Banking & Financial Services
Communications
Why RBPO?
RBPO Services
Communications
Banking & Financial Services
Insurance
Utilities Entertainment
About Reliance ADA Group
About RBPO
Sunday, November 2, 2008
Call Centre Jokes
Net Lag: That glazed look when you have been online for too long.Prairie dogging: When something happens in a call centre with cubicles, where people's heads pop up over the walls to see what's going on. Open-Collar Workers: People who work at home or telecommute. Adminisphere: The rarefied organisation layers beginning just above the rank of call centre manager. Decisions that fall from the adminisphere are often profoundly inappropriate or irrelevant to the problems they were designed to solve.
Stress puppy: A person who thrives on being stressed-out and whiny.
Keyboard Plaque: The disgusting buildup of dirt and crud found on a computer keyboard. Idea hamsters: People who always seem to have their idea generators running .
Mouse potato: The on-line generation's answer to the couch potato. Blamestorming: Sitting around in a group discussing why a deadline was missed or a project failed and who was responsible. Under
Mouse Arrest: Getting busted for violating the company’s web browsing rule of conduct.It's a Feature: From the adage "It's not a bug, it's a feature." Used sarcastically to describe an unpleasant experience that you wish to gloss over.
Alpha Geek: The most knowledgeable, technically proficient person in an office or work group. "Ask Tim, he's the alpha geek around here."
Mission critical: We are stuffed if this fails!
Salmon Day: The experience of spending an entire day swimming upstream only to get screwed in the end. Chainsaw consultant: An outside expert brought in to reduce the employee headcount, leaving the top brass with clean hands
404: Someone who is clueless, from the World Wide Web error message "404 Not Found", meaning the requested document couldn't be located.
Physical working conditions and health
Lack of autonomy and repetitive work
Call centre work has sometimes been called ‘mental conveyer belt work’, illustrating its monotonous and repetitive nature. In addition, the work can be tightly controlled and monitored (both for the quantity and the quality of calls), which many employees in the sector find particularly difficult to deal with. Although legislation exists to set limits on what types of monitoring and control may be carried out, this can sometimes be ignored. The fact that operators do not know if and when they are monitored increases their feelings of nervousness, anxiety and stress. An additional psychological stress factor can be found in the emotional demands of the work, as operators can encounter verbally abusive, difficult or unreasonable clients.
Personal, training and employment conditions
Apart from the necessary product-based knowledge (highly skilled professionals such as nurses or stock brokers can also work in situations similar to call centres), there are few required qualifications for those seeking to become operators. Personal traits, such as good customer skills, are appreciated, but previous work experience is seldom a prerequisite. Training normally lasts two to six weeks, after which operators are encouraged to become self-sufficient. The average monthly gross pay for a call operator is around 16,500 SEK (approximately €1,830); sometimes, bonus systems based on individual or company performance are offered.
Trends
Most of the independent call centres in Sweden are small, having on average 46 workstations. However, many of the large publicly-owned businesses, such as the police force, postal service, Telia and Swedish Railways, use call centre services or have their own call centres. The aim is to create a 24-hour/seven day public service through which citizens can receive information or send questions or requests via information and communication technology. Their work organisation thus resembles that of dedicated call centres, i.e. some employees will be appointed to handle this communication on a full-time basis.
Working conditions and health in Swedish call centres
Although there are many definitions as to what a call centre actually is, it is clear that this relatively new sector is rapidly growing. In general, one can say that a call centre is a group of people providing service at a distance using information and communication technology. Approximately 1.5% of the working population in Sweden work in call centres, compared with about 5% of jobs in the US, 1.3% in Europe and 2% in the UK. According to the publicly owned Invest in Sweden Agency, the number will increase by 10% each year between 2002 and 2007
Thursday, October 30, 2008
5 questions every call centre manager needs to ask themselves
Think back to why you became a manager in the first place. What inspired you to step up to this role? and have your expectations been met?
1. Are you in the zone?
Are you in a positive place, mentally, yourself? It is an important question because if you are not, it is almost impossible for you to motivate and inspire your team. On a recent airline flight I was told:“Fit your own oxygen mask first before helping others.”
Check your own levels of motivation, loyalty, performance and commitment. Give yourself a hit of oxygen – are you happy with the direction your organisation is going? Are you feeling inspired and motivated yourself?
If not, fix these problems first by getting yourself a mentor or coach who can encourage you. Open up the lines of communication with your boss. Embark on some personal development for yourself. Find the value in what you do and how your organisation helps the wider world.
Check your own loyalty and commitment levels. If you are not genuinely loyal and committed to the organisation, your department or team then your staff will spot it immediately and your attempts to generate loyalty and commitment from them will fail. “Walk the Talk. Be a good role model.”
2. Who was your best boss?
Now think back to the last great boss you had. What was it about them that made them so great?We have conducted research and asked this question to over 150 UK managers. The answers frequently show the same patterns each time we ask.
The top ten responses are as follows:
They showed genuine interest in me as a person.
They were always approachable.
They made time to really listen to me.
They asked for my ideas, opinions and input.
They were firm but fair with everyone.
They did not have an ego problem, power or control issues - they put the organisation and the team before themselves.
They were open and honest; if the answer to a request or idea was no they explained why.
They showed respect, both for themselves and everyone else. They treated everyone equally – regardless of ‘status’ or role.
They coached me through questioning, not ‘telling’.
They were sociable but always ultimately professional.
It is interesting to note that the qualities shared about great bosses are similar to those identified by Avolio and Bass in their ‘Transformational Leadership’ model and by Alimo-Metcalfe in her model of what is needed for true ‘Employee Engagement’. The concepts are both robust and have the same purpose - to develop leaders that will motivate and inspire employees to give their discretionary effort. Towers Perrin Research (2004) found that organisations that achieved employee engagement showed a 17% improvement on operating profit.
3. What do you do with that extra 20% of effort?
We know that each of us have in us approximately 20% discretionary effort each day. On a good day we may choose to give that effort. On a bad day we hold it back – we just cruise through the day in survival mode.
Are your staff giving that discretionary effort or is cruising allowed?
4. How might your team’s performance be different if you changed your focus?
As an effective manager you must give feedback – both positive and adjusting, so that your staff know the standards required. Positive feedback should be specific, public and genuine. Look for something to praise a member of your team every day and rotate the team member receiving the praise fairly. You may have to go looking for things to praise but it is a good habit to get into. Ask their internal customers for feedback, earwig into conversations, and ask for ideas, opinions or volunteers. All of these create opportunities to praise.
5. Do you have a clear understanding of the ‘psychological contract’?
That is the mental set of expectations that new starters have when they join the organisation. This is different to documented terms and conditions and may include a whole set of feelings, ideas and opinions about what it means to work at your organisation. If the psychological contract is breached then people will be miserable and will leave – and you may not even be aware of what is wrong.
Consider Stacey*. She joined a blue-chip organisation as a graduate. She had a psychological contract that included being in a nice office environment (where she was interviewed) and having the latest laptop, mobile phone and exciting training and travel opportunities. When Stacey arrived on her first day no one seemed to know she was starting, then she was taken to a different building out the back (a Portacabin) and told to find a desk for herself and look in the store cupboard for a ‘phone that works’. When she finally got a computer, the system was three versions behind what she expected and she had to research and negotiate her own training opportunities. In terms of travel she never went further than the county border on business. Stacey left within 12 months of joining at an estimated cost of £18,000 to the organisation.
Review the data from exit interviews and take action! Ask new starters what their expectations are and have quality inductions.
It costs approximately half of the first year’s salary to recruit and train every new starter. What is it currently costing your organisation?
If you invested this in reviewing salaries, benefits and conducting training it might stop the continuous cycle of recruiting and replacing people.
This could leave you with less fire fighting to do and more time to focus on the strategic elements of your role that were the reason you became a manager in the first place. Remember those?
*Stacey’s name has been changed.
It’s a wrap: 10 top tips for quick and efficient after-call work
In this article we will show you how to make the most of just a few precious minutes to ensure wrap time is used properly and effectively. There are some wrap horror stories you may also wish to avoid…
1. The importance of quality call text
Train your advisors clearly on what is required in call text, logs or notes. This is critically important when another department, level of escalation or field operatives may be picking up the next steps.
2. Make it part of the induction process
Train your advisors as part of their induction on how to use call text, what level of detail is needed and which abbreviations are acceptable – provide them with a list. Show them the bigger picture, i.e. explain who else looks at their call text and how the information is used. Explain the consequences (preferably with real case studies) of when poor call text has caused problems for the customer, organisation and advisor.
3. The need for speed
Teach them to proof read backwards and to type quickly and accurately. After six months of service hold a short ‘Call Text Etiquette’ workshop that refreshes the key points from induction.
4. Weed out any bad habits
In this workshop you can introduce training activities that include ‘spot the errors’ in sample call text paragraphs. In the workshop discuss what the implications of such errors could be, a) for the caller/customer, b) for the organisation and c) for them.
5. Manage time classifications
Wrap time is wrap time. If advisors are not using wrap time for the purposes previously listed (updating the system, making required outbound calls or sending emails relating to the call, etc.) then they should be in ‘Not Ready’, ‘Make Busy’ or your equivalent. As a team leader or contact centre manager your overall wrap times will be hugely inflated if people are using these for loo breaks, chat time, drink refills, etc. Most contact centres do have targets on wrap time, which can vary depending on the type of centre, but often around 5% of average handling time is used. Explaining this diplomatically at a team briefing may be all that is needed for you to see an improvement in metrics.
6. Reuse and recycle
Calls can be quite repetitive, and this is something that can be used to our advantage in wrap time! Show advisors how to cut and paste chunks of call text between screens.
Consider making a process document of common best practice call text paragraphs, classified into the types of calls your advisors receive and send this to them electronically so that they can have it open on their desktop and paste across without re-writing standard advice/actions every time. Some of this text may also be useful to paste into emails, saving further time. However, do train them to use it with caution, details of individual calls (reference numbers, dates, names, amounts, etc.) should still be personalised and added to the standard information.
7. Get feedback
Find out how useful the call text is to the people that depend upon it (other departments, levels of escalation, field operatives, etc.). Are there details that are being entered that are not needed or are there key elements missing that would reduce chasing and follow-up to your advisors? If something is essential or not needed let your team know.
8. Analyse the Good, the Bad & the Ugly!
Review the statistics and quality of call text from a cross section of team members. What are the good ones doing that could be shared as best practice? Are there certain people that continually take longer in wrap or produce poor results? What coaching might they need?
9. Watch out for the horror stories
Are there any downright horror stories about wrap time that need to be tackled? For example, an IT helpdesk required advisors to complete call text about each call and the advice given. Call text could be accessed by the clients paying for the IT support service. Therefore when an advisor wrote ‘caller is a know-it-all and has made problem worse by trying own fixes – stupid w**ker’ he thought it would only be read by the 2nd line support desk. In fact, this was read by a senior decision maker in the client’s buying team. Not good when it comes to gaining contract renewals.
10. Watch out for wrap-up games
Equally, ‘games’ in call text that are devised to break the monotony of a team’s day are not good. For example. trying to get as many professional wrestling slang references into call text in a day was one example we found; ‘Have slammed this babyface’s problem. Call closed, clean finish.’ Whilst hugely entertaining for the advisors themselves, naturally it was not professional and anyone unschooled in the slang could not later decipher the meanings. Ensure you coach your team on what is efficient and effective use of wrap time and use specific praise to highlight good work.
Developing empathy in the call centre
The call centre manager who values, respects, motivates, and empathises with every member of their team will reap an abundance of delighted customers.
Spend time with peopleI worked in one large organisation where the Managing Director would regularly spend time in the call centre, getting to know the advisors, sitting with them, empathising with them and offering support. His philosophy was that the success of the business depended on understanding and meeting customer needs.
To do this well, he believed he needed to regularly spend time with “the most important employees in our organisation – the people who communicate with our customers”. He encouraged the rest of the senior management team to do the same and many of their strategic decisions evolved from conversations they’d had with the staff on the front-line.
Business boomed under his leadership – he was an inspiration to everyone he worked with and highly respected.
It’s not rocket scienceWhat he did wasn’t rocket science – it was simple – he valued people, spent time with them and rated their opinions. If anyone questioned his approach he would say - “Knowledge talks, wisdom listens”.
Empathy is all about standing in someone else’s shoes, putting aside our own ego and trying to see, understand and respect the other person’s perspective. It is the first part of achieving a connection with someone and vital if we want to build rapport.
Improve empathy with your teamTo improve empathy with customers the first step is to improve empathy with the people who deal directly with those customers. If our call centre teams feel that no one is particularly interested in their day-to-day challenges or their ideas, this has an impact on how they communicate with customers.
There are two key components that happen in an empathetic interaction with a customer - Attitude and Understanding.
Attitude – the behaviours listed below form the backbone of an excellent contact centre manager or advisor, they are the foundation upon which effective communication is built:
Interested in others
Desire to do a good job
Taking personal responsibility
Positive can-do mindset
Energy and enthusiasm
Warmth and kindness
Openness and honesty
Understanding – the skills and behaviours needed for an empathetic approach:
Putting oneself in the other person’s position
Personalised questioning to understand need
Active listening
Appreciating the needs of the individual
Contact centre advisors react positively to being valued, respected and listened to but this is only one part of creating successful customer interactions. Another influencing factor is how we measure and coach individual performance. People respond to targets, especially if those targets are linked to financial gain or loss. If, as a manager, you are not happy with your customer experience – ask yourself what you are measuring and how you are coaching. If the focus is on quantitative measures (e.g. average handling time) rather than qualitative measures - like the ones listed above - therein lies your answer.
Specify the behavioursIf you want advisors to demonstrate empathy in their interactions with customers, provide them with quality measures that have clearly defined skills and behaviours. We often make the mistake of defining the skill we’re looking for but omit the useful detail of how to achieve it. For example ‘Build rapport with customer’ states the desired outcome but doesn’t tell us what we need to do. It can be more helpful to specify the behaviours that enable us to build rapport - such as matching the customer’s style, tone and pace - being flexible, interested and responsive.
Encourage team leadersFinally, encourage team leaders to coach their team empathetically. Ideally they should be allowing advisors to take ownership of their performance, assess themselves and set their own development goals. An excellent coach facilitates development by asking questions – they avoid telling the coachee what to do.
Customers won’t always remember what you said – but they will remember how you made them feel. Empathy works!
How to improve your training department
Avoiding “The Sheep Dip”
It is a fact that many call centre agents are still being subjected to the age-old training ritual of “sheep dipping”. This is a process by which employees are “refreshed”, “cleansed” and “re-invigorated” by ensuring they attend set training courses or, perhaps, are placed on the ubiquitous “refresher” course. This refresher course is, of course, necessary, because most call centre agents forget what they have learned on similar previous courses, don’t they?
Companies just love “the sheep dip”. Easy to create, easy to administer and can cut costs. Simply, get your training department to devise a list of courses that link to the company’s priority areas; decide who needs what training; tell which employees to go on what course, and then give everyone a “big pat on the back” for achieving the Training and Development Plan. Easy!
Simple, Yes! Effective, well what do you think?
Consider the following:
Does your list of training courses remain static from one year to the next?
Has your business/industry moved on?
Are the courses that you provided two to three years ago still valid?
Are there new skills emerging from one year to the next?
Do you perform a yearly audit of the skills and capabilities that are needed to deliver the company business plan?
Do you chop and change the programme to suit the requirements of the business?
Does your competition take a more effective approach to training than you?
Can you afford the time, money and disruption to deliver training that the business no longer needs?
Assuming the recruitment policy is up to scratch, quality line managers, being close to the operational end of the business, should be actively involved in deciding that the team’s training has an appropriate content and structure. The line manager’s attendance is a must to ensure that the delivery is of an appropriate quality and that the trainer is satisfying the needs of the company and the individuals’ different learning styles.
It is also a manager’s job to spend time with their team members to work out learning objectives before the course. How many managers operate a development programme that is aimed to achieve a specific purpose? This is an essential element of a serious business, and it should be an integral part of any business plan that requires people power to achieve its objectives.
Effective measurement is crucial to success. How can you measure the effectiveness of any training intervention if it isn’t connected to an action plan? How can you expect any new skills to be implemented properly if you don’t follow it closely with an effective action plan? People rarely come out of their comfort zone – if they have done something a certain way for the last three years don’t expect them to implement consistent change following a training course, even if they do agree it’s better than the old way and fill in the happy sheet accordingly.
Not surprisingly, for companies that operate the Sheep Dip approach, training often represents a cost. This is because the training is often not appropriate to the business needs and not followed up effectively via a regular review that consists of a detailed analysis of after-effects.
If the correct approaches to training are exercised and the effects are measured and managed correctly another statistic then becomes thankfully evident. The bottom line.
Sure, you don’t get any training free, not even sheep dip, but training that achieves the objectives and improves the bottom line with a return over investment has got to be worthwhile, hasn’t it?
BAAHD Motivation
If you have struggled with motivation remember this: the “sheep dip” can be very de-motivating for some call centre agents. No change from one year to the next (assuming they stay that long) and no innovation or creativity being exhibited by the company can lead the employee to think that the future success of the company could be in doubt. Would they want to stay with such a company? Also, if the line manager takes little responsibility for the true development of their employees and abdicates all training and development responsibility to the training department, then the employee will quickly become disillusioned with the lack of support and encouragement. Their skills will not improve as quickly as they should, either.
A complaining customer is your most important customer
The complaining customer is here to stay and knowing how to deal with them is especially crucial in competitive, service-based industries.A recent ‘Cutting Edge’ documentary broadcast on Channel 4 painted a very bleak picture of call centres across the UK, and even suggested that the average Briton spends one day a year on the phone to a service provider. Whilst the programme was undoubtedly guilty of sensationalism, it did underline a key point: customers only get in touch when they have a specific issue to resolve, and as such expect an efficient, prompt response.
A surprisingly high proportion of large, supposedly customer-led organisations do not have a formalised complaint handling system. Indeed, one very well known telecommunications firm recently told me their complaints department could only be contacted via post! The result of such negligence is a row of front-line employees manfully fire fighting against a tirade of unhappy customers, a thankless job at the best of times. What is required is a company-wide commitment to handling complaints in the most timely, professional manner possible.
Some level of customer complaints is inevitable; a famous academic once suggested companies aiming for 0% complaints were ‘chasing the rainbow’s end’. No matter how standardised the product, how consistent the customer service, there will always be a segment of your customer base who simply expect more. Just because we believe a customer complaint to be unreasonable does not mean we should dismiss it out of hand.
So, what happens when a complaint is not handled well, or even worse, the customer doesn’t even bother complaining in the first place? The following gives you an idea of what can result from customer neglect:
Customers go elsewhere: Even the best performing companies lose between 10 and 30% of their customer base each year; imagine what that figure could be if a complaining customer is simply passed between departments?
They talk to others about you: On average, a dissatisfied customer tells 10-15 people of their negative experience, each of whom who then tells their friends, and so on. It’s remarkable how many people can develop a negative attitude to a company despite having never used them!
They won’t come back: Negative experiences are rarely forgotten, especially when they have resulted in financial loss or emotional hardship. Such lapsed customers are likely to look at your future marketing communications with astonishing levels of cynicism: “they never did that when I was with them”.
Now we have established the consequences of not handling customer complaints effectively, we can consider how things should be done. There are a number of basics that every customer will expect: not to wait in a queue or be passed around departments, not to have to repeatedly provide personal details and account numbers, etc. But the key to effective complaint handling is listening: only when we can precisely define the problem can we consider how to remedy it. Therefore all front-line staff need to let the customer guide the conversation and only interrupt when further clarification is needed. It can sometimes be difficult for staff to ‘bite their lip’ if customers are being unnecessarily harsh or aggressive, but the customer will feel a lot better simply by venting their frustration.
Once the nature of the complaint has been understood, careful judgement is required to evaluate its validity. Can we actually fix this problem? Is it really the organisation’s fault? Is it best to accept responsibility anyway? At this point it is worthwhile looking through previous complaint records to look for any precedents: has this problem occurred before and how did we deal with it? The customer will not necessarily expect their complaint to be resolved instantaneously, so don’t be afraid to consult colleagues and then get back to the customer with a decision.
At this point it is all too easy to assume that throwing money at a customer will encourage them to forgive and forget. Sometimes it might, although sometimes the customer will not be contacting you to make a profit. Often a genuine apology (ideally in written form) or a commitment to improve the product/service for future users will suffice. A large part of customers’ evaluations is how seriously the complaint has been taken; if they feel their opinions are valued and will be acted upon their bond with the company increases.
The emotions associated with complaining (anger, upset and even embarrassment) don’t disappear when the act of complaining ends. As a result, some sort of follow-up contact is crucial in maintaining relationships and ensuring any problems have been resolved. Most call centre software should allow customers to be ‘flagged’ for future contact, meaning a follow-up takes little effort from the company but can have a big impact on the customer. We may not always be able to resolve their complaint, but we can at least show that we appreciate their feedback.
What type of people actually complain?
Much academic research has noted that complainers tend to be:
Better educated (which brings experience and a knowledge of where and how to complain);
From Western cultures (for example, Chinese customers are less likely to complain because Confucianism encourages them not to vent negative emotions in public);
Assertive and self-confident;
Experienced consumers.
A knowledge of who the complainer is can help us manage the process more effectively (for example, an experienced customer may well be familiar with technical jargon, so we can use it to describe the problem). As our customer databases are unlikely to hold such information it is up to the member of staff to quickly decipher the characteristics of the complainer and tailor the communication to their specific needs.
Summary
Handling complaints is never an easy or enjoyable challenge. That said, if management can promote a pro-active approach to dealing with dissatisfied customers then there is every chance such negative situations can be turned into satisfying and memorable encounters for the customer. That’s the same customer that will tell all of their friends about you if you don’t handle their complaint appropriately.
To develop such a pro-active attitude to complaints, companies should:
1. Not just tolerate complaints, but actively encourage them: Complaints can be uncomfortable, even hostile, encounters and this can lead front-line staff to dread them. However, the customer is the best source of feedback so they should be encouraged that “there is no such thing as a minor irritant”.
2. Develop suitable avenues for consumers to give feedback: Channels of communication need to move with the times; gone are the days when customers are happy to do things via post! Angry consumers expect a response, and they expect it quickly. Free telephone lines and regularly checked email addresses should be an absolute minimum.
3. Use the Internet: Don’t assume all negative feedback will come directly to you (research suggests up to 60% of dissatisfied consumers don’t complain to the company involved). There are countless consumer awareness websites/blogs out there for disgruntled people to spread news of your mishaps. These provide a ripe source of information that can help you improve future service provision, and will also give you an insight into the weaknesses of your competitors.
4. Offer the right form of compensation: As we have discussed, not every consumer wants to get money out of you, but some form of tangible gesture shows that you value their custom and feel they had valid grounds to complain. Simple product vouchers can perform this role whilst also encouraging the customer to give your company another go.
5. Share complaint data with other departments: If a complaint department learns of a product defect, what good is this information if it is not passed on to Production and R&D? Complaint data should be reviewed at senior management level and shared with those who can actually use it. A good complaints department is one which uses customer feedback to improve performance, which could in turn reduce the number of dissatisfied customers. After all, surely prevention is better than cure?
Customer loyalty: ten top tips to make it happen
In these tough economic times, when customer loyalty is hard to win and harder still to maintain, customer service providers need to find new ways of reaching and engaging with consumers. James Le Roth tells us how.
1. Make your existing customers feel loved
Keeping existing customers is much less expensive than winning new ones. It’s a big mistake to focus so much on the costly business of persuading new customers to sign up that you forget all about keeping your existing customers happy.
Maintain regular contact with existing customers. Check that they continue to be happy with what they are being offered. Make sure they are aware of other products, services and opportunities available to them. Take every opportunity of asking, ‘Is there anything else we can do for you?’
2. Live the customer experience
Put yourself in the customer’s shoes. Whenever possible, use the products and services of the company you represent. If it’s a food manufacturer, eat the yoghurt, if it’s an auto manufacturer, drive the car.
3. Predict the future
Try to predict customers who might be considering leaving. Identify key customer behaviours that indicate dissatisfaction, such as a lowering of spend. Then be proactive, asking, ‘I’ve noticed your spend is down. Is there a reason?’ A timely, helpful and appropriate intervention at a critical moment could make all the difference.
Today’s consumers are not shy in pushing providers into offering them better deals and moving on if they are not satisfied. Retention advisors should have all the information and authority they need to offer that extra something – whether it is an upgrade or a discount – that will convince callers to stay.
4. Fast-track complaints
Prioritise complaint handling, so issues are identified and dealt with quickly. Put your best people on the case, those with the best interpersonal skills, experience and brand knowledge. If circumstances require, assign a dedicated resource to a particular consumer or group of consumers, so callers always get through to the same advisor, building up trust.
Take ownership of every issue. Advisors should never say, ‘Sorry, that’s not my responsibility.’ They should make certain that problems are resolved, even if it’s not directly their responsibility. If a customer is calling about an erroneous bill, for instance, even if they are not involved in accounts, they should deal with the complaint, speak to the accounts department and keep on the case until the issue is satisfactorily settled.
5. Perfect the art of listening
Train advisors to really focus on what the caller is saying, so they listen out for clues in the tone and emotion of the voice and match their response accordingly, calming an angry caller, reassuring a worried one. They shouldn’t jump in too soon or interrupt but let the caller have their say before clarifying any points or asking questions.
Encourage the use of positive statements. ‘What I recommend is …’, ‘I completely understand …’. At the same time, pick up on negative signals. ‘Maybe …’, ‘I’m not sure …’ are danger signals and might indicate you risk losing a customer.
Believe it or not, your posture affects the way you come over to a caller. Sitting up straight makes advisors feel more businesslike and alert, so they sound more professional and efficient.
6. Mimic your customer’s style
Telephone style should be adapted to the customer, so advisors bond with them more readily. Agents should paraphrase what customers say, using similar tone and language. If the customer is businesslike, they should respond appropriately. If he or she is more casually spoken, they can afford to be a little more informal in return.
Accents are a moot point. It’s not normally a good thing to try to mimic a caller’s accent. However, if, say, a company’s customer base is mainly in the north, it might be practical for it to establish a contact centre in the region, so the manner of speaking is familiar. In general, soft regional tones are preferred.
7. Access all areas
Today’s consumers love to communicate. Make sure you make two-way dialogue easy. Reduce the number of menus for inbound calls so they can get through easily. Increase the channels for contact, so they can get in touch, not only by telephone, but also by email, the web and sms.
Monitor chatrooms and web forums to find out what customers are saying. Their comments can give you early warning of impending issues. Better still, set up a forum which can be monitored and moderated from the contact centre.
8. Incentivise your advocates
Use super loyal customers to do your selling for you. Incentivise these advocates. Use their experiences to inform what you do and promote them in advertising and on websites.
They don’t necessarily have to be rewarded with money-based incentives. Automotive customers, for instance, appreciate invitations to special owners’ events and hi-tech consumers just love getting their hands on pre-launch products.
9. Get personal
Whatever you do, personalise it. Every campaign should be appropriate for each customer and every communication tailored to that individual. Call centres have the capacity to capture comprehensive information on customers, building up sophisticated profiles. The more information advisors have, the better their rapport with customers.
10. Remember the bottom line
Make sure you’re getting value for money. Use segmentation to target your marketing, offering services and access points that are fitting for each customer, according to their annual spend or lifetime value. There’s no profit in running a ‘business class’ programme for a ‘no frills’ customer.
James Le Roth is contact centre director at Eclipse Marketing, a full-service marketing agency formed in 1988 by two experienced marketing professionals who still run the business today. Since then it has grown to become one of the UK’s top 40 agencies. The agency’s broad range of household-name clients, many of them who’ve worked with Eclipse for ten years or more, include Alpro soya, Honda, Panasonic, RBS, Toyota and Vauxhall.
operation of the call centre?
Is the service meeting the callers needs?Are there clear opportunities for up selling and cross selling?Are the agents adequately trained?What opportunities are there for Customer Relationship Management?
Monitoring calls can help to identify the difference between the service you are offering and the needs of the customer. A good example of this has been the need to confirm details in writing. All businesses have the need to maximize security and minifies risk. But there is a price to this. The smarter companies have eliminated the need for the customer to put anything in writing - except for the signature on contracts. They fill in the form during the telephone conversation and send the customer a copy to check. Call recordings can then be used in dispute arbitration - usually without the need to go to court. Once a caller is played back a telephone recording, misunderstandings usually become clear.
Up-selling or cross-selling opportunities become clear from call centre monitoring. In many sectors between 2% and 10% of service calls have direct sales potential. These could range from a direct customer query, or a clear cross-sell opportunity. By listening to calls as you try out new sales methods, it will become apparent which techniques work and where deficient ones can be improved. The campaign can then be refined to gain maximum effect.
Call Centre Monitoring
Mel Mason, Call Centre and IT Director of Great Universal stores agrees, "If you're in the Call Centre business you must regularly listen to calls to and from customers. Monitoring calls is the only way you really find out the important issues for customers and how they feel about your company, its products and its services."
"I typically spend about 4 hours per month listening to live calls - a small sample of the 50 million we take each year. I urge the whole management team to listen to calls on a regular basis, with the Chief Executive also participating."
There are a number of ways to listen to calls. My preference is to sit next to a live agent and connect an additional headset to the agent teleset. Many ACD systems have a facility to silently monitor agents from a supervisor's set. Call recording devices can allow wholesale recording of all calls into the call centre and can be used to assess performance of the agent. Mystery shopper calling (where you pretend to be a customer) enables you to gauge how the customer views service, and can be carried out on your competition.
All of these methods of call centre monitoring allow you to develop a picture of the call centre. Monitoring from the caller's perspective will give you an overall impression of what it is like to call your centre. It will demonstrate how frustrating it can be to wait in a queue and how friendly or annoying your voice messages really are. Sitting next to an agent will help to alert you to deficiencies in the contact management system and general workflow.
Friday, October 17, 2008
Industry Services
Data and Network Management
Systems Integration
Application Development
Business and IT Consulting
ANALYZE
What do I have today, and where do I want to go?
Products, Services, Markets and Locations
Financial Status
Information Technology Infrastructure
Human Resources, Morale and Knowledge Capital
Current Tactical Opportunities and Plans
Strategic Vision
ADVISE
How can I get to where I want to go?
Alternative Courses of Action
Risks, Costs, Schedules and Benefits
Recommended Direction and Blueprint
ACT
What do I need to do to get where I want to go?
Master Program Plan
Project Plans and Milestones
Resource Requirements
Change Management Plan
Funding Requirements
about infosis Overview
Our Vision
To help our clients meet their goals through our people, services and solutions
Our Mission
Infosys International Inc. is dedicated to providing the people, services and solutions our clients need to meet their information technology challenges and business goals.
To do this, we:
Infosys International Headquarters
110 Terminal Drive, Plainview, NY 11803
Work to understand the needs and requirements of our clients before proposing a solution
Develop responsive proposals that provide cost-effective solutions to our clients needs
Deploy the right mix of people and products to deliver value-added services and solutions to our clients
Follow-up on the quality of our services and solutions to our clients
Appreciate the trust that our clients put in us as we work with them to improve their business and information technology.
Tuesday, April 1, 2008
North America branches
Sunday, March 30, 2008
BPO increasing the flexibility of organizations
• Most services provided by BPO vendors are offered on a fee-for-service basis. This helps a company becoming more flexible by transforming fixed into variable costs. A variable cost structure helps a company responding to changes in required capacity and does not requisite a company in investing in assets and hereby making the company more flexible . Outsourcing of for instance a fraction of the workforce provides firm flexibility and reconfiguring resource deployments and reduce response times to major environmental changes.
• Another way in which BPO contributes to a company’s flexibility is that a company is able to focus on it’s core competencies, without being burdened by the demands of bureaucratic dictate . Key employees are herewith released from performing non-core or administrative processes and can invest more time and energy in building the firm’s core businesses . The key in this lies in knowing, which of the main value drivers to focus on – customer intimacy, product leadership, or operate excellence. This is exemplified by for instance the case of Dell. Focusing on one of these drivers instead of more helps a company create a competitive edge. Herewith the company becomes more responsive and is able to react faster on changes in a an organization’s environment .
• A third way in which BPO increases organizational flexibility is by increasing the speed of business processes. Using techniques such as linear programming is a way to reduce cycle time and inventory levels, which reduces a company’s slack. Supply chain management with the effective use of supply chain partners and business process outsourcing increases the speed of several business processes, such as the throughput in the case of a manufacturing company.
• Finally, flexibility is seen as a stage in the organizational life cycle. For instance in the case of Nortel, which used to be a very rigid and bureaucratic organization, BPO helped to transform the company from a bureaucratic organization into a very agile organization by means of BPO. A company can hereby help maintaining ambitious growth goals, which do not fit with regular incumbent strategies. BPO therefore allows firms to retain their entrepreneurial speed and agility, which they would otherwise sacrifice in order to become efficient as they greatly expanded. It avoids a premature internal transition from its informal entrepreneurial phase to a more bureaucratic mode of operation.
Industry size
India has revenues of 10.9 billion USD[3] from offshore BPO and 30 billion USD from IT and total BPO (expected in FY 2008). India thus has some 5-6% share of the total BPO Industry, but a commanding 63% share of the offshore component. This 63% is a drop from the 70% offshore share that India enjoyed last year, despite the industry growing 38% in India last year, other locations like Eastern Europe, Philippines, Egypt and South Africa have emerged to take a share of the market. China is also trying to grow from a very small base in this industry. However, while the BPO industry is expected to continue to grow in India, its market share of the offshore piece is expected to decline.
The top five Indian BPO exporters for 2006-2007 according to NASSCOM are Genpact, WNS Global Services, Transworks Information Services, IBM-daksh, and TCS BPO.
Acccording to McKinsey, the global "addressable" BTO market is worth $122 - $154 billion, of which: 35-40 retail banking, 25-35 insurance, 10-12 travel/hospitality, 10-12 auto, 8-10 telecoms, 8 pharma, 10-15 others and 20-25 is finance, accounting and HR. Moreover, they estimate that 8% of that capacity was utilized as of 2006.
Business process outsourcing
Traditionally, BPO is undertaken by manufacturing firms. For instance Coca Cola, where almost the entire supply chain is outsourced and the company is essentially becoming a marketing organization.[1] However, BPO is nowadays rapidly conquering the service oriented firms as well. A well-known example is provided by the Bank of America, who outsourced their entire HR function to Exult, one of the leading Human Resources BPO vendors.[2]
BPO is often divided into two categories: back office outsourcing, which includes internal business functions such as billing or purchasing, and front office outsourcing, which includes customer-related services such as marketing or tech support. The endless opportunities IT provides, stimulates (cross-border) BPO activities. BPO that is contracted outside a company's own country is sometimes called offshore outsourcing. BPO that is contracted to a company's neighboring country is sometimes called nearshore outsourcing.
Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer. BPO includes the software, the process management, and the people to operate the service, while a typical ASP model includes only the provision of access to functionalities and features provided or 'served up' through the use of software, usually via web browser to the customer. BPO is a part of the outsourcing industry. It is dependent on information technology, hence it is also referred to as information technology enabled services or ITES. Knowledge process outsourcing and legal process outsourcing are some of the subsets of business process outsourcing
ITES
Firms usually from developed countries outsource such services to countries like Egypt, India, Bangladesh, China, Romania and Philippines in order to gain from large talent pool and low labor cost.
Friday, March 14, 2008
History of Infosis BPO
In 2001 it was rated "Best Employer in India" by Business Today,[2]. Infosys won the Global MAKE (Most Admired Knowledge Enterprises) award, for the years 2003, 2004 and 2005, being the only Indian company to win this award and is inducted into the Global Hall of Fame for the same.
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