Call Center Outsourcing

Call Center Outsourcing

Call Center Outsourcing: Finding the Right Outsourcing Company

Have you ever tried calling a help desk? If you did, you may think that the help desk is located within the company’s building. However, because of the availability of high-speed internet access, chances are, you are probably calling a call center outsourcing building located half way around the world.

A call center is a outsourcing company that businesses in the United States are hiring in order to save a lot of money. It is a fact that setting up an in-house call center can prove to be costly. However, you will need to set up a call center in order for your clients to reach your company regarding their inquiries and complaints. If you don’t have a call center, your company will find it hard to communicate with your clients.

Therefore, outsourcing a call center is the answer to your problems. Because of the advancement in the internet, it is now possible for companies to hire call center companies or outsourcing companies outside the country. Companies do this in order to communicate with their clients more efficiently. Call Center Seat Leasing

Call Center Outsourcing and Several Reasons Why you Should Consider it

Outsourced call centers are cheaper in developing countries because the labor is relatively cheap compared to developed countries. There are also plenty of skilled workers in developing countries with limited jobs. So, call centers are one of the best choices for professionals in other countries. This particular job is preferred by a lot of people in other countries because of the high amount of salary which is above their minimum wage.

However, before you hire an outsourced call center for your company, you should first consider the fact that not all call centers are equal in terms of quality and the amount of money they charge. Here are some of the things you should look for in order to get your money’s worth:

• Amount of calls answered – A good call center should be able to handle large amounts of calls in a single day. Ask the call center on how many average calls they can handle in a single day.

• Average call waiting time – Find out about the average waiting time before a client can be connected to a call center agent. The shorter time they wait the better.

• Average call time – It is also important to find out about the average time a call center agent spends in a single caller. It is important to keep the calls as short as possible in order to entertain more clients.

• Professionalism of call center agents – Try calling the call center and find out if the call center agents they hire is competent enough when handling calls. Call centers are subjected to frustrated callers and agents are prone to be emotionally and physically stressed out. You should find out how call center agents handle the calls and if the information they give you is sufficient and effective. Language skills should also be considered in a call center agent. If they are unable to speak straight, then that call center is considered as incompetent.

These are the things that you should find out about a particular call center. Once you hired an outsourced call center, you should frequently make calls in order to find out if they are indeed doing their job. Outsourced call centers is a great way to save money. If you need a call center for inbound and outbound calls, outsourcing it is a great solution in order to save a lot of money.

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5 Ways to Motivate Call Center Agents

5 Ways to Motivate Call Center Agents

motivationA work-driven call center agent is the the most vital part of your company in achieving your goal to to convey excellent customer service. Even the smoothest customer experience can sometimes take an undesirable turn. At that point, your customers will most likely grab their phones and ask for the assistance of a representative from your company.

While you may have all the right tools and overheads necessary to keep your employees productive, it may not always work. If you already have all the equipment necessary to make high-quality calls, you should now focus on keeping your call center agents happy and motivated. By developing an safe and proactive environment for your workforce, your representatives will promptly react with higher engagement levels.

Keeping your BPO employees productive is necessary for your business. Here are the top 5 ways to motivate call center agents.

  1. Provide a comfortable work environment

Most of the time, call center agents are seated in front of a computer handling calls and gathering information. By providing them a comfortable office to work in, you’re allowing them to focus on keeping the quality of their calls high. Imagine working in a hot or cramped office while listening to an irate customer. Not very productive, right? A good office should be air-conditioned, well-lit, and should have all the necessary tools.

  1. Promote friendly competition within the team

By providing your agents a chance to have friendly competition against their colleagues make them a lot more productive. Friendly rivalry with colleagues is thought to be a good motivator that boosting their drive to excel. It benefits both parties. The winners are given compensation while the others are driven by the desire to succeed as well.

  1. Encourage the team leaders to walk around

Part of the team leader’s role is to keep the agents productive and energized for work. Pre-shift, mid-shift, and/or after-shift huddles are necessary. However, another way to keep the team from dozing off is by letting the team leader walk around. They can provide verbal motivation and their physical presence can be enough to wake up the sleepy agents.

  1. Promote face-to-face interaction

If you can, try to interact with your team on a regular basis. Better yet, allow them to have a one-day “interaction time”. You can hold this once a month. This interaction time is just as its name suggests. Basically, agents will have an entire day dedicated to talking and bonding with their team. Questions, suggestions, and complaints can be expressed to team leaders or the admin staff directly. This allows the team to develop a meaningful rapport with each other.

  1. Motivate by using incentives and bonuses

The job of a call center agent is not easy. Handling customer complaints and inquiries all day is a big responsibility. One of the most effective ways of keeping the productivity high is by giving the agents incentives and bonuses whenever they do something exceptional.

Monitoring your team’s productivity levels can give you an idea on what motivator works best for each team. A team of happy and satisfied agents can determine the success of your BPO endeavors.