Featured Blog Posts (450)

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…

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…

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…

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…

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…

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.

1.…

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…

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…

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…

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…