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FAQs
What is a BPO?
BPO is an acronym for Business Process Outsourcing. BPO is a common term used to describe companies that provide outsourcing services. A BPO can be on-shore, near-shore or off-shore. Off-shore outsourcing is often considered the most cost-effective, but each solution has it's own profile and benefits. Companies in the US, UK and Europe often turn to a BPO because they provide better economy and improved domain expertise in a particular area of business operations.
What is the difference between a Call Centre and a BPO?
A Call Centre is simply a category of BPO. Call Centres offer their clients a cost-effective way to provide technical support, customer service and other customer-facing business functions. Large call centres normally offer an array of back-office services in addition to their call centre activities
What is the difference between a Call Centre and a Contact Centre?
Strictly speaking, a Call Centre handles only customer voice inquiries whereas a Contact Centre provides multiple modes for customer communication such as email, internet messaging (chat), VoIP or other electronic methods. In practice, most larger Call Centres have experience with all of these tools so Call Centre and Contact Centre are often used interchangably.
How do you improve Call Centre quality?
Quality is a major area of concentration for any good Call Centre because clients put their trust in us to interact with their customers. Quality can be measured by a number of means using call metrics, listening to agent calls and by adherence to established quality procedures. Quality certifications and standards are a way of assessing a Call Centre's commitment to quality, but many other factors such as hiring, training, the use of technology impact quality.
How do you improve customer service by using an outsourced Call Centre?
Good Call Centres are experts at hiring, training, motivating and managing their customer-facing staff. While many businesses have a deep commitment to quality, often they find that their core competance lies somewhere else, in software development, or product design, or marketing and sales. By outsourcing an aspect of their business to a Call Centre that specialises in that very discipline, organisations can take advantage of a best-of-breed approach.
How does outsourcing to India affect the economy of my country?
Much has been said and much has been written on this topic and intelligent people often come to opposing views on it. From an economics perspective the preponderance of opinion seems to be that this kind of trade between countries is good for both. We don’t pretend to be an independent authority on this topic but we can recommend some reading materials from the IMF, The New York Times, and author Thomas Friedman.
What are the ethics of running a Call Centre?
Ethics are an important part of the decision making and management processes of any company. BPOs and Call Centres are people businesses. Many are large organisation that hire and train thousands of staff. Similarly we interact with thousands of our clients’ customers every day. Having an ethical approach in dealing with employees, looking out for their welfare, and an ethical approach in dealing with customers, being honest, accurate and professional, are critical to the success of any Call Centre.
Do you generate unsolicited calls?
Good question. We don’t particularly like getting phone calls about a trip we have supposedly won right when we’re sitting down to dinner either. We can’t speak for other Call Centres, but this kind of “boiler room cold calling” is not the sort of projects we take on. Our clients tend to be national or internationally known brands who value the long term relationships they have built with their customers just as we value our relationship with them. Many countries today have developed Do Not Call (DNC) lists that consumers can sign up for that eliminate this type of nuisance calls. If unsolicited calls are a problem for you, you might want to look into this option.
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