Customer service operations or so called call center projects have been in high demand since last 15 to 20 years. The BPO industry has gone through a series of changes and development and today it seems to be a prospective career scope for full time aspirants as well as those who are seeking for part time jobs. However, though the industry has sustained through the test of time in term of productivity, quality handling of customer service projects and offered efficient management of versatile range of services, yet there seems to survive some distinct misconceptions and myths related to this industry.
Many people tend to take up a misconception that customer care agents are inexperienced. Thus, outsourcing inbound BPO projects is considered to be a stake by some companies. However call centre executives might not be experienced with your product or service, but their particular expertise and extensive skill lies in handling customers and it is owing to this quality why you outsource projects to them.
Customers will not Understand Agents
While this was true even 15 years back, today with miles of industrial experience which the call center franchise have earned with years of experience, they can be counted on for offering high end services. Moreover, nowadays BPO and call center all are taking up dedicated initiatives in training the executives with according accent, vocabulary, power communicative skills so that even offshore clients and customers can easily understand them.
Outsourcing is Costly
Well those associated with BPO franchise confirm the fact that outsourcing services to inbound companies or offshore partners is rather cost effective solution to maintain
- work flow,
- enhance productivity
- concentrate on core business
- cost effective
Starting from data entry projects to customer handling, outsourcing any process does not mean that as the owner company you lose control over the process by any means. Rather the truth is just the opposite, it you who will have the ultimate control, and authority over the proceedings of the process. Only you need to work from home to maintain definite monitoring and control by
- Managing the recruitment of skilled team members
- Setting targets and goals to keep the work pressure intact and avoid reluctance.
- You can also implement KPI methods to measure performance of employees.
- Keep your offshore team informed about all the updates about the company decisions for the particular process.