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Call Center Services, Outsourcing Services, Outsourcing Projects

Featured Blog Posts (472)

5 Lessons To Be Learnt From Phaneesh Murthy Scandal!

iGate’s ex CEO, Phaneesh Murthy, the guy who hit the headlines in the month of April for advocating the game changer “result based billing model” was again in news in the month of May for all the wrong reasons. He allegedly sexually harassed his female colleague and did this for the second time in his career. How many times have we seen a celebrity corporate…

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Added by Jaya Prasad on June 7, 2013 at 6:00pm — No Comments

5 Reasons Why Call Centers Fail!

Out of all the call centers that usually start in any financial year, majority gets shut down or are on the verge of doing it. The success rate of call center worldwide isn’t quite positive and those who are minting money rely on a team of experts with some outstanding hands on knowledge and business acumen skills. What is it that makes a call center proposition a tough nut to crack? Let’s try and understand it.

 

1. Inability to bring down cost of…

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Added by Amit Saxena on June 4, 2013 at 12:30pm — No Comments

Narayana Murthy: The Infy Rockstar Is Back, But Will He Rock?

Saturdays are usually quite days wherein not much happens specially in the corporates. However, this Saturday was different. First in the ongoing controversy of IPL, BCCI chief Srinivasan’s ouster was almost announced and then there was this main big news of the day - the return of Narayana Murthy to Infosys as Executive Chairman. K V Kamath will step down from his position as Chairman of the Board and take up the position of Lead Independent Director effective June 1,…

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Added by Posco on June 1, 2013 at 3:00pm — No Comments

Why Social Media Is Must For Contact Centers!

Gone is the age when the customers used to have only one way of complaint redressal, a toll free number , with an IVR announcing several options and a long wait before the call could actually be transferred to a call center representative. The customer used to go through this agonizing process till, social media arrived. Now, all they have to do is find a company’s fan page , post their compliant or use a hashtag to start a trend to draw their attention. The point I am…

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Added by Pratima on May 29, 2013 at 1:33pm — No Comments

BPO India Forum 2013: Be a part of India’s Largest BPO Gathering!

As you know, BPOVoice always keeps track of all the important events related to the outsourcing and call center industry like forums, conferences, seminars and so on. Many people usually ask us if it is really worth attending such events? Our answer is an emphatic yes!

 

Networking events act as ice breakers, introduce you new people, open up new arenas of opportunities. Such events also improves your visibility and thus evokes more confidence in your…

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Added by BPO Voice on May 27, 2013 at 10:26am — No Comments

Why The New US Immigration Bill is The biggest Headache of the Indian IT Outsourcing Industry!

Nothing has caused as much discomfort in the Indian IT industry as much as the new US Immigration Bill. The gang of eight have tried their best to incorporate the demand of American IT industry along with inserting their own agenda which can fetch them political brownie points and can act as a game changer in the next US election.
 
Phil Fersht a well known and widely…
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Added by Amit Saxena on May 21, 2013 at 9:30pm — No Comments

Phaneesh Murthy : Serial Offender or Honey Trapped?

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…

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Added by Jaya Prasad on May 21, 2013 at 11:30am — No Comments

Employees Leave Managers Not Companies!

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…

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Added by Pooja Sharma on May 13, 2013 at 10:00am — No Comments

Customer Service Standards of Call Center Companies

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…

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Added by Miche Liam on April 18, 2013 at 12:55pm — No Comments

Why Should Anyone Feel Threatened By Outsourcing?

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…

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Added by Pratima on March 19, 2013 at 9:45am — No Comments

"Creativity and Innovation Are The Currency Of The 21St Century" - Paul Peixoto, President, The Serra Group

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…

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Added by BPO Voice on March 13, 2013 at 11:30am — No Comments

Why More CEOs Will Be Fired & Flexi Working, Will Be In The Line Of Fire Too!

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…

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Added by Pratima on March 13, 2013 at 10:30am — No Comments

3 Lessons Indian Policy Makers Can Learn From Obama!

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…

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Added by Amit Saxena on March 12, 2013 at 10:00am — No Comments

"Every Aspiring Individual Should Take Control Of One's Career And Not Depend On Fate!" - Sidharth Mukherjee, Director, Corporate Development, Serco Global

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…

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Added by BPO Voice on March 11, 2013 at 9:00am — 1 Comment

Women Safety In The IT BPO Sector! Adequate or Not?

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…

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Added by Jaya Prasad on March 8, 2013 at 10:30am — No Comments

The Most Sustained Challenge I Have Faced Is That Of "Short Term Thinking" - Nick Davies, Sourcing Advisor, Source

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…

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Added by BPO Voice on March 7, 2013 at 9:30am — No Comments

Cognizant will cut bonuses this year! Anyone surprised?

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…

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Added by Pooja Sharma on March 6, 2013 at 10:11am — No Comments

Is the Indian Government Really Serious About Addressing The Problem of Skill Development?

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.



The problem…

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Added by Amit Saxena on March 5, 2013 at 8:30am — 1 Comment

There will be good days and bad, but if there is a strong focus, the outcomes will astound you! - Purnima Menon, Ex Head of marketing, Infosys BPO

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…

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Added by BPO Voice on March 4, 2013 at 12:30am — 4 Comments

Resumes Are Dead! Long Live Resumes!!

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…

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Added by Pooja Sharma on February 27, 2013 at 4:30pm — No Comments

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