Posted on Jun 10, 2010 06:59:26 AM
Quality policy is the primary yardstick for measuring the service delivery of customer service call centers. The quality policy should encompass every aspect of the operations at the customer service center from individual agent performances to monthly reports.
Quality initiatives can take different forms. A customer service call center can opt for the Six Sigma approach or develop customized quality policies. However, while defining the quality policy, call centers should give paramount importance to the customer services. It should specifically outline the work process in a fair and objective manner.
At InSO, we constantly make efforts to improve the quality monitoring and reporting processes. InSO has optimized the Six Sigma approach to deliver the best quality, along with measurable results. By integrating different work processes (inbound and outbound) into a single quality system, InSO has created a niche in the customer services segment.
Posted on Apr 5, 2010 10:47:55 AM
Call centers have emerged as an exclusive segment of the business process outsourcing industry. Previously, hiring call center services was either an exclusive privilege preferred by large organizations or a no-option business decision. Later, high standard service delivery and favorable ROIs made call centers a strategic tool for every business, irrespective of the size of the company.
Benefits of Hiring a Call Center
The ever-expanding scope of businesses, increasing influx of customer calls and dynamic technology evolution have inflated the call center industry. Hiring call center services offers the following strategic advantages to your business:
* Better customer relationship management: Call centers can provide 24×7 services for customers across the world. By hiring a dedicated team of inbound and telemarketing call agents, you can experience a positive thrust in productivity.
* Brand image: Good customer services directly translate into your brand images. Thus, a call center helps to generate positive publicity in the market.
* Tracking operations: Call centers have the ability to create performance-based reports. Some call centers charge clients based on measurable results.
Specialized call centers have years of experience in serving customers and generating leads for international clients. By hiring their services, you can leverage their experience and infrastructure to make your business soar.
Posted on Mar 25, 2010 10:38:40 AM
The concept of multisourcing is a derivative of the outsourcing industry. It refers to an arrangement where a company outsources different aspects of a service to different external providers. Unlike single sourcing, multisourcing is based on the use of the ‘best of the breed’ philosophy.
Multisourcing basked in the headlines as a possible solution to the discrepancies in the single sourcing formula. Organizations are engaging in multisourcing activities in order to maximize vendor efficiency, induce competition and enjoy competitive prices. It is believed that by creating a dynamic environment, organizations can reap the best from the outsourcing contracts.
The Flip Side of Multisourcing
Breaking the outsourcing contract among multiple vendors poses several challenges for the organization. In the single source arrangement, the vendor performs a range of tasks that are beyond the scope of outsourced services but are essential for consistent output. With multisourcing, no vendor will be motivated to perform those management tasks. Ultimately, the organization has to employ resources to coordinate between multiple vendors.
Service integration across multiple vendors will also make the system vulnerable to potential errors. This is particularly important as most of the companies lack the necessary skills to manage multiple service providers for the same service segments.
One cannot completely reject multisourcing as a potential alternative to single sourcing. However, organizations have to develop the skills to maximize the benefits from such an arrangement.
Posted on Mar 18, 2010 02:29:20 PM
As the businesses recover from the aftershocks of a global economic recession, the outsourcing industry is expected to experience steady growth in 2010. This has been forecasted in this year’s Global Sourcing Report.
The annual Global Sourcing report 2010 was published by the Morrison & Foerster in January 2010. The official report considers outsourcing as a cost-effective measure for financial recovery. Industries can capitalize on the outsourcing alternative as a value addition to their clients.
Global Sourcing Report 2010: Major Highlights
The key points included in the report are:
* New outsourcing projects will ensure dynamism in the industry.
* Outsourcing pricing will attain a favorable stability in 2010.
* Industries are expected to outsource through in-house teams instead of routing the projects through consultant firms.
* Short-term and pilot projects will rule the industry, as several new clients would consider outsourcing as an alternative.
* Cost-effective services will be the primary mantra for most clients. This trend can downplay the quality quotient.
Morrison & Foerster is a renowned law service firm with operations in the US, Europe and Asia. The company is known for its research and analysis capabilities. It publishes a yearly report on the state of the global outsourcing industry and major trends for its clientele.
Posted on Mar 18, 2010 07:06:44 AM
Cost cutting efforts across the world fueled the growth of the global outsourcing economy in 2009. Growth in the fourth quarter of 2009 was the highest in the last six quarters. The January 2010 edition of the TPI Index has held high hopes for this year as well.
As per the Global TPI Index, the total contract value for the outsourcing industry grossed US$24.7 billion in the fourth quarter of 2009. This represents 8% growth from the fourth quarter results for 2008.
According to the TPI official statement, businesses are considering long term strategies for cost-cutting and improved efficiency. Thus, most industries are exploring effective outsourcing solutions.
An expected surge in the IT outsourcing segment remained the primary driver for growth in the fourth quarter. However, the business process outsourcing (BPO) segment continued to trail by 33% from the last quarter results for 2008. TPI expects stable growth in 2010, as the number of contracts getting renewed has increased by almost 29%.
TPI is the authoritative source on the performance of the outsourcing market. It helps industries and service providers to capitalize on the latest market trends through quarterly reports.
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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