| Call centres have become mandatory and | | | | services have become ever than easier to handle. |
| indispensable part of Industries. From SMEs to Fortune | | | | 3) Management: Process in inbound and outbound |
| 500 companies, call centres services have become | | | | centres can be considered as holistic customer |
| the mode to keep the cost factors under check and | | | | communications. From calling to telemarketing, taking |
| maximize ROI. There were times when call centres | | | | feedbacks and addressing grievances of hundreds |
| were single tasking and restricted to calling only. Now, | | | | and thousands of callers, need experience and |
| with increasing work pressure and trend to go global, | | | | expertise. Only an expert management team can |
| call centres have been coerced to diverse their | | | | ensure the smooth and efficient working. |
| services and offer wide array from software | | | | What risks can arise? |
| application development to B2B telemarketing and | | | | 1) People Risk: Attrition rates can break the bone of |
| from Finance & Admin outsourcing to Infrastructure | | | | any business process outsourcing company. Job |
| management. | | | | hoppers or dull agents are of no use and cannot do |
| However, managing these customer service is not an | | | | any good to organization in any way. |
| easy task. It takes lot of patience, soft skills, technology | | | | 2) Technology Risks: Fires, flood, power or system |
| and a great team to streamline operations in a better | | | | failure and data loss can sap the vigor out of any |
| way. The 24x7 services @ 365 days, lots of sales | | | | organizational set up. |
| pressure, attrition rates and competition can wreak | | | | 3) Management Risks: Management team lows on |
| havoc on aspirations of running a successful company | | | | expertise and knowledge of business continuity can |
| until handled with a wise management perspective. | | | | only result in dumped business. Management board in |
| Here, in this article we are presenting some quick facts | | | | tandem with technology and man power can result in |
| that can be termed ingredients of successful | | | | better deliverance of services and solid business |
| organization | | | | strategy. |
| 1) People Power: people are the backbone of any call | | | | What can be done? |
| center. Be it small, single leveled or multi-tier operation | | | | Company can be really popular with clients and |
| department. The other two elements-strong | | | | masses if they tend to go to that extra mile to provide |
| technology and process knowledge should be laced | | | | excellent quality oriented services. A right call center |
| with right people with right skills. | | | | outsourcing services provider should have equal parts |
| 2) Technology Talks: Automatic Call Distribution (ACD), | | | | of above stated factors. For this, call centers are |
| Customer Relationship Management Software (CRM), | | | | advised to screen candidates rigorously for skills and |
| Interactive Voice Response (IVR) and Computer | | | | language aptitude. The technology should be bolstered |
| Technology Integration (CTI) Process are some of the | | | | by redundant power supplies and infrastructure |
| names that now rule the scene. With the advent of | | | | insurance. Management should keep a keen eye on |
| these nouveau technologies, call centre outsourcing | | | | market moves. |