BPO Voice: Business Process Outsourcing, Call Center Outsourcing

Call Center Services, Outsourcing Services, Outsourcing Projects

If it's worth having, it's worth fighting for.

A great deal has been said on this website about the difficulties facing small and startup centers. Should we pay for processes? What can we do about bogus process brokers? And more recently: What is the future of the small and startup center?

 

The arguments for and against the first question we have heard many times, the general consensus of opinion appearing to be don’t pay, which is easily said by someone not fighting to keep their fledgling company alive, a more difficult choice for those who feel that they have no other alternative.

 

The second question lingers on. No sooner is a list of bogus process brokers compiled than they all change their names and telephone numbers, little if anything has been achieved and the business of creating a new list starts over. 

 

For those of you who are now thinking that I am treating important questions in a dismissive manner, don’t even go there, I am not.

 

With regard to the third question: Small and startup centers play a vital role, often acting a springboard for those new to the industry, a place to learn before moving on to a larger center. How many tele-sales processes would survive without the hard work and team spirit only found in the small center? Not many. And how many times have we read news articles where the head of sales for an overseas company says that he prefers smaller centers because they are attentive to client needs, more responsive.

 

What continues to surprise me is that I see very few postings where business development is discussed, and whilst I agree that it may appear to be a fairly daunting task, approached in a logical common sense manner it is not overly difficult.

 

What also surprises me is that no one to my knowledge has proposed the formation of an association for small and startup centers. Not just a name and a bunch of silly titles but an active body. Given the number of seats small and startup centers represent in the industry, is it not time they had a voice?

 

Let me change that last sentence: Is it not time YOU had a voice?

 

Steve Richards

www.steverichardstraining.com

Tags: Richards, Steve, bpo, call, center, steverichardstraining.com

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Replies to This Discussion

Permalink Reply by M5 Info Solutions on March 17, 2010 at 11:43am
Hi,
I need Voice Process. We have had a bad experience in Non Voice process. Based on your writings.Where can I find Client regarding Voice Projects? Everyone keeps posting good and excellent articles and writings. I think the best way is to give Client's info on request. In every blog,we see people writing about upfronts,frauds,fakes,middleman,brokers etc....their postings are good to read. But no hint or help regarding info from which company to get the project without the mentioned problems. These sort of articles are really impressive but not that useful for start up companies like us to catch a fish out of it. Please assist if you can help with Voice Process (weekly payout). I prefer Cash Advance Campaign as I have a vast experiences in this very campaign.

Thanks & Regards,
Gilbert L
email: mfiveinfosolutions@gmail.com
CELL phone: 9615492106
Permalink Reply by Dave Bernardone on March 17, 2010 at 1:34pm
Gilbert,

Well forum should be used to help each other in matters of recruitment, HR, Operations, Quality Analysis etc. However our forums are used for talking about failures what fool people are making in the business. Honestly speaking visit such forum would not help you getting client. Getting client is very simple on one hand and very hard on other hand. If you the business procurement tactics than you can get client easily. But if you are newbie and doesn't anything about how to get client than i would prefer you to work out on yourself and gain some more knowledge about different and justify yourself where your center stands, what all service your center can perform without any internal obstacles or hesitation. Simply approach to companies and present them what actually you can do for them. Now there are many type businesses and industry are there. So first you need to see which industry you can serve better like Healthcare, Finance, Retail, travel etc. Now once you know which industry you can serve best you need to research that how the small and mid-sized business are following the business process. In simple words, what is their business process. Normally the laws remain same in particular industry the things which changes is process of business. For example lets say you are targeting Telecom than you need to research that how you can be beneficial to dealers, distributors or agents. You need to research what is their business process for example 1st they have different staff who are doing marketing for their product. 2nd you need to see once they get customer what is next step they follow. May be a proper verification department would be verifying the customer details. 3rd may be they would be having some sort of contract with customer and other back-end things like updating back end etc. Once you analyze the whole process of Sale from Getting Prospect to Close Customer or Converting prospect to customer, you need to see on which part of business you can serve the client best. Once you understand that part, simply prepare one good professional looking presentation for that client and approach him. However this tactic of business development is not in detail. There many aspect you need to understand before approaching any client. However as of now you can create one good company profile and you can approach to different client and see who considering your services.

Thanks
Permalink Reply by M5 Info Solutions on March 17, 2010 at 2:11pm
Dave,
What you've said is correct. I am confident I do not need to post my experiences in brief and what my company does specially in this public blog. I am confident its of no use. I'm approaching these blog posters just to pinch them back. May be you call it unprofessional. But I want to help and ask questions and experience whether these sort of blogs really work.

Thanks,
Gilbert
Permalink Reply by M5 Info Solutions on March 17, 2010 at 2:27pm
you too...where is the client 2 approach in India?..Who will appoint?. Instead, you advise everyone to visit at least Clients website and approach that way if not possible to travel...THAT WILL HELP THEM instead of postings huge formalities. No one is totally blind about formalities. In BPOVOICE BLOGS,the problem is,not even a professional wants projects to work and they fall into trap of some fraudster. What we need to do is TO SHOW THE PERFECT CLIENT. Writing lots about FORMALITIES won't help(seriously). They must've already furnished whatever is required (including me). ONLY THE CLIENT TO BE APPROACED IS IMPORTANT. You write extremely good. It won't help much. See..all your writings are correct and perfect. What I trying is Pinch those who writes and talks (seems Hi-Fi) when they post something which won't help much...I'm not really interested in any of projects. I have my manufacturing company(regardless small or big). I want to clean out...thats it. If my idea is not accepted,I lost nothing...
Permalink Reply by Dave Bernardone on March 17, 2010 at 2:57pm
Gilbert,

Everybody will show you only the direction to get client. They won't disclose the details of client. Do you think any businessman would do that? Nobody is fool who will give you the details of the client. The non-voice projects some other project which are posted on forum are completely fake and that's why they are posted in open blog. Just use your logic, If you have genuine client with you and lets say you are looking to outsource it to any center. Which call centers you will target first before posting it on open blog. Ofcourse local call center. Normally every state and city in India have BPO Service Provider. So now just think why people are posting projects on this forum. If you really have good genuine client with you, i don't think so that anyone would outsource it to anybody else rather he would try to do that project on his own. In fact now-a-days technology is also very affordable. To get proper call center infrastructure doesn't cost much. So even if i have a genuine process with me, i would outsource it to somebody only if i have some proper reason. May be doesn't have much time to concentrate after that project or doesn't have even few penny's in the pocket.
Permalink Reply by M5 Info Solutions on March 17, 2010 at 3:04pm
Then why don't you to get away from these kinds of blogs,because its your only source??? Thats whay I said,don't write formalities....and so on...Just send them away says these are frauds...Thats enough..why waste time here...I know what you are tryinhg to do,...JUST WRITING(copy or whatever)....

Thanks,
Permalink Reply by Vikram Prasad on March 17, 2010 at 3:08pm
Hi Gang ,

very interesting discussion going on !
My two cents :

First thing , what may appear gibberish to you , can appear as a thought provoking post by someone else. why? because of the different requirement of different individuals. The blogs (are hailed as expert opinion by those wish to study the industry), the forums are used by different folks including the service providers to post their requirements etc.

Any community will have different set of members , like this one will have analysts,business leaders, small business-owners, students, agents etc. each one will have their own set of requirement and expectation out of this community. Like an agents wants to look for jobs, a small business owner needs projects, An analysis will like to know what is new in the industry etc.

So just because it doesn't serve your purpose in a way you want it doesn't mean that the community is of no use or what others are posting is irrelevant content.

I don't blame you for your thought process as your thoughts are coming out of your frustration of not being able to bag a process for your center... which is fine as process procurement is a tough task, Dave knows more than me on this front !

Now the big questions why should you still post information about your company in such forums... Simple because opportunity can strike from anywhere... I guess steve has been posting outbound process advts, why don't you contact him, get an outbound process for your center.... call center business is a tough task and a higher percentage doesn't succeed. I wish you all the best for your business.
Permalink Reply by Dave Bernardone on March 17, 2010 at 3:23pm
Gilbert,

You can read my all post on this forum, Not in single post i have mentioned that I am looking for project or Not in single post i mentioned that i have this project. Neither I am criticizing anyone nor i would tolerate any misbehavior. I am neither a consultant nor client or neither call center. If i am sharing some experience on forum some people do appreciate, some people don't appreciate it. But doesn't make any difference to me... So its none of your business whether i am just writing writing and writing. You can ignore my post but you can't say anything about it.
Permalink Reply by Steve Richards on March 17, 2010 at 5:23pm
Vikram - the voice of reason - had you not intervened I would have been the devil by bedtime - I thank you.

Dave, as you are the resident expert on bpo business development perhaps you might care to offer a little help and advice on the subject. I think point by point guidelines might be better than a more general approach, I'm sure you'll agree.

Gilbert, if you have ten seats and you are looking for a good outbound process let me know. But please be advised, anything you send to me I forward to the client.

On the subject of business development you might care to check out the blog posted by Priyashmita Guha - Please Mind Your P's and Q's. Whilst what is being said might appear to be obvious, it represents the first step of a professional organization making an approach to a prospective client.

Steve Richards
www.steverichardstraining.com
Permalink Reply by Vikram Prasad on March 18, 2010 at 1:38am
LOL @ "I would have been the devil by bedtime" ...
Gilbert has been trying very hard to procure a process (I could sense that after going through his previous posts)... i don't blame him if he is using the forum to vent out his anger.. after all that's what forums are for - You fight, You brainstorm, You ask questions, You get replies...Though not necessarily in that order !
Steve in case he contacts you , do share the experience !
Permalink Reply by Steve Richards on March 19, 2010 at 1:28pm
We have heard from Gilbert in the past. Unfortunately he failed to provide the basic center information requested by the client. Without the center information the client could not do a background check and so everything ground to a halt.

Steve Richards
www.steverichardstraining.com
Permalink Reply by Priyashmita Guha on March 19, 2010 at 5:03pm
You know its interesting but I have been wanting to build such an association but somehow not managed it. Main reason being lack of time but more importantly cause I am surprised at the quality of the start up firms who spring up in this space. Most have no idea how to do business and think its the easiest business around when it is not so. If I meet a new firm I ask them their objective, ask them what is their break even cost, business plan and strangely most have none.
I am honestly not surprised tat so many crooks exist who hustle you for money. Honestly I feel like hustling some of these people who are like begging to be hustled (sic)
I do agree start up companies are better, but honestly this industry has proven start ups are many a times worse than the big ones as the accountability is much lesser.
Anyway I do agree voice needed

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