ICCS-BPO Services

Call centres or BPO outsourcing has come up in big way in India .Ranging from IT & Banking related services to travel and hospitality BPO's have made their presence felt in big way .They are not concentrated just in metros like Delhi ,Mumbai etc. but in two and three tier cities as well .Now call centre services can be outbound as well as in bound but the basic fundamentals to running them are quite similar .To run a successful call center service in India   we need to follow certain tried and tested formulas .Or Do's and Dot’s as one may call them . A lot is changing every day and it’s a given that we need to adapt fast and quick to enhance the productivity and run the call center successfully. Here are some general Do's and Don’ts for running a successful call centres especially in Indian scenarios: A call centre is essentially all about human interactions .Which makes it a mandate to follow certain Etiquettes to have that extra edge in your interactions ...

Like any other industry call centres are also plagued with the common cliches. Here probably more so as the calling profile invariably has so called tried and tested formulas coming from left right and centres. Every training programmes end up focusing on such cliches hence making the industry riddle with them all the more. These cliches range from emotionless opening liners to indefinite uninformed or misguided holds they range on a wide spectrum. Call centres have fair share of cliches playing on our minds. What we need is to shake them and make customer – agent interactions more healthy and fruitful. Few of them are listed below: Cliche #1 " Customers are always right " ... well not really. Even customers can make mistakes, can be at the wrong end of the stick and we need to accept that Period!! We need to Shape our conversation around that. We need to recognize the futility of always assigning customers as being correct and ending up serving as a yes man t...

Just like anyone can expect, the main concern in the healthcare sector is to provide an excellent patient care above all. The major focus of the healthcare organizations throughout the globe is to improve the patient experience from the early stages of the diagnosis till the recovery phases either in the hospitals or at patient’s home. Managing the experience of the patient is a task which costs the call center companies a lot of money for delivering good care thereby maintaining the standard of the patients care. This is where in the healthcare domain, the BPO services come into picture.   There also exist some non-core tasks wherein the healthcare organizations are able to outsource to the third parties as they can then focus their resources more on the things those matter. Healthcare is one of the biggest industries in the world. The main agenda of the specialists is to focus on their practice thereby enhancing right treatment to their patients.   The main goal of the ...

Call centers and BPO running company have few things in common. The   outbound call center services   are carried through the call center agents those initiate the calls to clients.  In the outbound call center,the call center agents themselves approach the customers and the clients in order to sell the business product or their services. The   BPO companies  are responsible for performing the process of other business organizations in order to save cost and time.  An   outbound call center outsourcing   companies offering BPO service should have a good backup of professionals handling the service. This will certainly help in getting the best return.  Following are few of the major business domains that rely on   BPO outsourcing companies: • Telecommunications • Real Estate • Banking & Finance • Retail • E-commerce • Healthcare • Tour & Travel There exist many Key Performance Indicators (KPIs) those can be u...