All posts by Abhishek Jainn

Abhishek Jain from human resource management outsourcing services.
Blogging

5 Mistakes the Call Centre Agents Generally Avoid and Don’t Care About

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Call centre agents or say the representatives do have a good day or a bad day just like most of us. But when the bad days turn to become prevalent then an immediate action has to be taken. An agent who has lost interest is generally the one that may be costing your customers with every call. Given below are the 5 major mistakes that every call centre agent avoids and generally do not care about.

 

Not being on time and being lethargic: Through the work force management solution in your organization it does become easy to identify the agents who begin their shifts a bit late, or add up a few extra minutes to their lunch or other normal breaks. The more difficult task is to identify the call centre representatives who don’t maintain focus even when they are on their desks. Recording each and every call would be useful here. Once the problem is understood and known by your call centre agent it would then require an immediate coaching as these are agents who know what to do but really don’t show the concern to do it.

 

Agents being unresponsive: While not all the call centre industry agents need to be available 24/7, he or she has to be responsible enough to respond to all the voice mails, and texts in a timely manner. Call centre industry agents avoid picking up calls by giving reasons what you might have ever imagined. Oh this is the last call of the day and I have already put my stuff away, I have had an IT issue accessing our service departments the entire day, might even continue to wait as the customer requires the information etc. And as a call centre manager try and be gentle calling out those issues, or hold a meeting without addressing the names.

 

Passing the blame: Ok this was not your mistake. May be there was a fire caught at your partners distribution centre, or may be the customer you are dealing with ordered for a wrong product, may be the whole sales rep miss leaded the customer about the product being offered. All these do not matter. The major role of all the call centre representatives here is to report on the failures but to get them corrected. Customer’s interactions should here be based on why the customer was dissatisfied, determining how best to remedy the situation and then offer them with a solution.

 

Training, Training and Training: This is something that has to be given in the call centre environment, and not all leaders would believe in the same level of training. The reality here is to give all your call centre agents the tools you need to accomplish the goals, making sure that they are well versed in technology, the products and quality customer service. Only then you would here start to see the improvements in performance.

 

Transferring the calls of all your clients and customers: Patience is a major virtue in the call centre industry, but there are a few customers who exhaust that patience more quickly than others. Call centre representatives who lack in dealing with the issues of their customers are generally the ones who pass on their calls to the supervisors. And when this continues to happen on regular basis, you as the manager should have a talk with the representative and check why this is happening. Once you identify what the problem is it would then be easy to solve it.

 

So have you any time spotted these signs in the contact centre services. And if yes how have you been dealing with them. Do leave your thoughts and comments below.

Finance

Five Major Reasons as to Why You Need To Outsource Your Financial Transactions to A BPO Industry

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Finances are not just the most important part of the organization, but are also a sole connector that would help you achieve a clear and accurate picture of your business. So whatever may be the size of your business small or large, you would here have to ensure that all your transactions are recorded on accurate basis enabling you to take strong decision based on solid data. Here are some of the major reasons why organizations need to outsource their financial transactions to offshore contact centres. Is this something that is just cost affordable and flexible or is something that is more than this.

 

Staying consistent enough: There are times when businesses have been using untrained employees to do the book say or a part time job often concluding that the records are incomplete and consistent enough. The irregularities are often very confusing and are something that could be multiplied over the time, making it even harder to get an accurate financial of your organization. An outsourced business organization could work with you developing procedures that would help you build the entire process and procedures tailored to your process so that you could get a refined picture of your business.

 

Cost benefit: Finance is the most important key to any business and having an accurate record of your finances would here enable to make informed and better decisions. It could be expensive and unnecessary enough to employ a full time broker, controller or a CFO. While your businesses here would need any one of these it may not need all of them. Outsourcing financial professionals could here do this job on an hourly and as a needed basis so that you just pay for the tasks that you have done.

 

Being an expertise: Once your business has started growing everything would here turn out to be complex, and you would be confronted with the tasks that you would generally want be able to handle. Taxes, payroll and IT are too complex procedures for businesses to handle in house.

 

Being flexible over transactions: In some of the situations that the business owners generally face are having a seasonal business and thus require extra helping hands during the entire season, the financial controller quitting all of a sudden and thus financial management goes sunken. In all of the above mentioned reasons outsourcing your financial services to an outsourced call centre are the solutions. They would here help you take the right decision filling in the role which you would here have to play as long as it is required avoiding interruption to the businesses.

 

Getting satisfied: We all do know how stressful it is to run a business. You would here add pressure of wondering if the books have been accurate or whether the bills have are paid on time. An outsourced book keeper would here help you alleviate stress especially when it comes to the process of facing trouble while preparing budgets, requiring help in the strategic planning, and being smoother if you get an assistance of the CFO. With the help of the CFO you would here be able to browse different options that would in turn help you take informed decisions.

 

These are the five major advantages that you might find with every financial outsourcing partner. And the very next thing you would need to consider is where you could outsource your tasks as you have to be careful in choosing the outsourcing patterns. So what other advantages would you like to add above. Feel free to leave your thoughts below.