Call Center Services, Outsourcing Services, Outsourcing Projects
Added by Amit Saxena on May 21, 2013 at 9:30pm — No Comments
Phaneesh Murthy the rising star of the IT outsourcing industry who was promising to revolutionize the way projects were being billed through his “Outcomes-based billing” has been caught with his pants down. When many people got to know about it, their first reaction was “Again?” This is the second time, when he has been fired for alleged sexual harassment specially when his career graph was looking all too shiny and positive.
When igate appointed him as…
Added by Jaya Prasad on May 21, 2013 at 11:30am — No Comments
Employee attrition is on an all time high. Many contact centers have been struggling with this problem from day one. Many reasons can be attributed for this like the “not so respectable” job tag, or the rising salaries due to emerging competition or the monotonous job culture. Many of these problems can be sorted out if an organization has effective managers. Managers who cannot just manage team members performance, rather those who can manage their aspirations, career and act like a…Continue
Added by Pooja Sharma on May 13, 2013 at 10:00am — No Comments
The customers are considered as the blood that keeps a business operating. Any industry can attest to this claim. Simply put, without customers, a business eventually dies.
BPO companies are no different to this testimony. In fact, BPO companies are one of the few establishments who get to handle a variety of customers from all walks of life. They can be well associated with the hospitality industry and the consumer goods industry.
But despite the differences between the…Continue
Added by Miche Liam on April 18, 2013 at 12:55pm — No Comments
The General Industry Compensation Report published by professional services firm Towers Watson says Lower-skilled and process-based jobs in the UK remain vulnerable in the face of continued popularity of business process outsourcing (BPO) to central and eastern European countries.
Emerging destinations like Poland, Romania, Bulgaria and Hungary present attractive alternative to companies who are looking to outsource their bottom line jobs so as to cut down…
Added by Pratima on March 19, 2013 at 9:45am — No Comments
More and more responses are pouring in for our ongoing series “Biggest Challenge of My Domain”. Paul Peixoto, President of The Serra Group, shares his set of challenges which he faces and gives a practical advice on how to overcome them. Below is the full text of his compelling piece.
"With all the great technology we have today, anyone can become your competitor…Continue
Added by BPO Voice on March 13, 2013 at 11:30am — No Comments
Don’t say that you were not warned before. Two recent major events are major indicators of what’s in store for you. Yahoo CEO’s most talked about decision to ask its employee to get up on their ass and report to work and the firing of Groupon’s founder CEO Andrew Mason, will have far reaching impact. The economy isn't recovering well; many companies are struggling in these difficult times. In such a scenario all they want is any workable solution. When they can’t find…
Added by Pratima on March 13, 2013 at 10:30am — No Comments
Obama has not been the darling of the outsourcing industry due to his high voltage rhetoric against them. Even now he keep making some noise about how the reformed tax code will help companies those who bring back jobs to US and will disincentivize those who outsource.
Indian Commerce and Industry minister Anand Sharma recently…
Added by Amit Saxena on March 12, 2013 at 10:00am — No Comments
In continuation of our ongoing series “Biggest Challenge of My Domain” we have another gem of a contribution from Sidharth Mukherjee, Director, Corporate Development, Serco Global, sharing the biggest challenge, he has faced in his career so far. Below is the full text of his very well articulated response.
"The biggest challenge I have faced in my 13 year career has…
Today is international women's day. Every year we celebrate such days and every year we don’t progress much beyond creating awareness. Not trying to be cynical, however the truth is, much is said, talked or written about, however 90% of that doesn't translates into action. Crime against women is on the rise globally. In India too, half of the cases go unreported (I m sure this might be a worldwide trend) after all the cops have to keep their statistics appear look good irrespective of ground…Continue
Added by Jaya Prasad on March 8, 2013 at 10:30am — No Comments
Nick Davies, Sourcing advisor at Source, chips in his two cents in our ongoing series – Biggest Challenge Of My Domain! Below is the full text of his insightful input!
"My career today is based in the advisory industry. The most sustained challenge I have faced is that of tactical, short term thinking. Whether driven by the economic climate, by a corporate ethos or by individuals, the result is broadly…
Added by BPO Voice on March 7, 2013 at 9:30am — No Comments
Economic Times reported that Cognizant will cut bonuses this year due to lower achievement of financial targets. It further reported that even though it has consistently exceeded its targets for the last few years except 2012, when it projected to 23% growth but registered only 20% growth. Explanations given. So far so good. Now comes the mummers in the blogosphere which includes CTS employees and many analysts. Some are questioning this move through an age old argument…
Added by Pooja Sharma on March 6, 2013 at 10:11am — No Comments
According to a recent economic survey , India has lost 10% share of the world's BPO (business process outsourcing) market to countries such as China, Philippines and Brazil, over the last five years. Frankly speaking this did not come as surprise as India share in the outsourcing market pie is constantly shrinking. All this is happening due to many reasons, however, one of the big reason is the problem which we as nation has failed to acknowledge.
In response to our latest series of short interviews on "Biggest Challenge of My Domain", Purnima Menon, Ex Head Of Marketing, Infosys BPO, shares her story of challenging journey so far! Below is the full text of her spirited saga.
"To my mind challenges are really opportunities. Opportunities to transform, learn a new skill or simply find out a better way of solving an issue. My…
Talent is a scarce commodity. With each passing day attracting quality talent towards your organization is getting harder and harder. Your Recruiters aren't looking for you, only on job sites. They are looking for you on highly active social networking sites like LinkedIn, Facebook, Google plus and so on. You might disagree withe the title of the post and rightfully so, after all a resume is the first thing which many recruiters ask you to send, when you apply for a job. However, let me…Continue
Added by Pooja Sharma on February 27, 2013 at 4:30pm — No Comments
In order to shift to cloud, the IT infrastructure of your company may require a heavy investment. Inspite of having numerous advantages of the cloud such as using the cloud service to deliver modern customer service, the ability to be proactive and deliver social customer service before you face customer issues, programmed hourly backups, virtualized servers etc., there are certain questions you should ask yourself before shifting your contact centres to the cloud.
Added by Akanksha Garg on February 26, 2013 at 4:00pm — No Comments
Every call center thrives on few performance metrics and unless they deliver on those, their success remains a far fetched dream. What is more important to understand is – not all performance metrics are same. Some are more important than others.
Today we will discuss two main metric. First call resolution and average handling time. First call resolution is all about resolving customer’s query in the every first call so that a call center doesn’t receive unnecessary high…Continue
In the wake of rising cyber attacks from china, would the western companies continue to trust it for outsourcing their services? This question has been asked in a leading UK magazine – Computer world
China's IT and business process outsourcing (BPO) market today is in the range of $4 billion to $5 billion which is almost half of the business generated by just one of…Continue
With markets becoming highly competitive, consumer satisfaction forms the part and parcel in ensuring retention and long-term growth. Customers wish for knowledgeable health care call centres which can address their requirements on the first contact, access details and most importantly treat the customers with hospitality making them feel valued. Solutions provided by the health care call centres focus on developing an outstanding and cost-effective customer experience.
The Indian success story in tapping the outsourcing boom has caused many heartburns. Many protectionists have been up in arms against outsourcing as a matter of fact, the last US election had many passionate speeches in favor and against outsourcing. Having said that Outsourcing industry is synonymous with bringing economic and social benefits to countries where it flourished. In countries such as India the industry has delivered tangible benefits to tier 2 and tier 3 cities by providing…Continue
Added by Amit Saxena on February 18, 2013 at 11:09pm — No Comments