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Riya Lewis - Blog

10 Best Practices Followed By BPO Companies while Providing Call Center

Call center companies have evolved to become the support pillars for the customer support function of many leading companies. They are known for providing highly efficient call center services that can help businesses based in the US in retaining and acquiring customers. No wonder that more and more companies look forward to call center outsourcing service for getting ample time to focus on core business aspects. The main reason behind the increasing popularity of call centers can be given to the best practices followed by BPO companies based in India. Here is a list of top 10 best practices followed by an experienced BPO company, that makes it a highly desirable company to partner with.

1) Effectively Evaluating Call Center Agents During Interview

Call center agents become the core part of any modern call center team, considering that they’re the ones responsible for greeting and interacting with customers. The call center service providers ensure strict measures when it comes to hiring the right call center talent. It becomes extremely important to hire professionals who will be representing the company in a positive way but also keep the other employees and agents highly motivated. Hiring experienced call center agents by a BPO firm can help to drive performance that will make a difference in business growth.

2) Enabling Call Quality & Monitoring

Right after the agent interview process and selection, the managers should devote great time on framing strategies for ensuring agent training, growth, learning, and development. The quality of both inbound and outbound calls dictate the performance of the call center agents of a call center services provider. The use of the latest software technology is encouraged by the BPO companies for effectively managing the prevailing call quality. A separate call quality team is often appointed to ensure that the desirable quality is being maintained throughout. This improves the call monitoring abilities of the service provider.

3) Regularly Communicating With The Agents

Besides, monitoring call quality and scoring, managers and team leaders of a BPO company make it a point to schedule enough time towards the diligent and hard working agents. Better communication between the agents and the management ensures that the call center experts are kept highly motivated and have a positive frame of mind. The advantages of regular and effective communication works in favor of both the parties. The team leaders get to share ideas and opinions related to performance improvement and agents get to communicate their experiences and impressions of their calls with the customers.

4) Recording Customer Feedback

It is good to focus on improving the call center agents, however, sometimes the best option is to focus on customer feedback and experiences equally. Regular surveys conducted in different parts of the world have revealed that contemporary customers are not shy about expressing their opinions about customer support experience. Most customers use social media platforms to share their grave concerns. Call center outsourcing companies ensure that customers can send their immediate feedback right after the termination of the call. They can share their feedback via SMS, on mobile application or via email depending on their convenience.

5) Focusing On Important Metrics

Keeping an eye on important call metrics and agent Key Performance Areas (KPAs) is a good alternative to ensure a high level of performance of a call center service provider. However, too much data and analysis can land an outsourcing company into big trouble and shift its focus from providing profound customer service. The outsourcing organizations are not shy to share the relevant metrics and data with their clients and business partners. This ensures that the clients have enough data and information present with them during all times. They can regularly check and evaluate their return on investment of partnering with the call center company. Important call center metrics often include: average call handling time, average hold time, call abandonment, etc.

6) Avoiding Negative Words & Language

One of the top fundamental call center best practices include the creation of an effective call script which involves a highly professional language, a positive and helpful tone, and key phrases to leverage. In addition to this, the agents receive intensive training to avoid certain phrases and types of language to prevent any negative interactions. Customers who approach a call center for seeking assistance or registering complaints are often already in a bad mood. Using a rude or unprofessional language can further irritate them and the business can stand a chance to lose its valuable customers.

7) Regularly Training The Agents

Training both inbound and outbound agents is not a one time process. Training and learning is an ongoing process and a call center outsourcing firm ensures that the agents receive regular training sessions and seminars. Any update in the product or service range offered by a business needs to be informed to the agents as well. This means that learning and updating skills is a regular phenomenon in the call centers. Training the skilled call center agents to perform at their peak level is the foundation of any BPO firm and they strictly ensure that the entire training process is treated with appropriate care.

8) Incentives & Reward Structure

The positive performance of the call center agents must be encouraged in the form of positive recognition and rewards. Most BPO companies have an incentive structure in place which helps the agents make extra money apart from their prevailing in hand salaries. The incentives depend on the performance of the call center agents and is often included in the variable pay. Rewarding the best performers ensures that great work is encouraged and all other employees can feel motivated to perform better. The other agents can look to work on improving their existing skills and expertise. Also, they make sure that negative performances are noted and taken into consideration.

9) Making Use Of Latest Technology

Call center companies are known for making extensive use of the latest software system and updated technology. They know that their clients choose them because of the technological advancement they posses. Due to this reason, such outsourcing companies invest heavily in purchasing the latest call center software and systems. Besides this, they make effective use of CRM tools to better manage customer support functions. The call center agents can be empowered to better understand the caller as the tools depict customer contact history. The outbound telesales or telemarketing agents can be well-aware of customer likes and preferences and pitch them accordingly.

10) Continuous Growth & Improvement

The BPO companies always try to facilitate and introduce a culture of continuous improvement of call center operations and services. One way to initiate improvements is to hold regular and lengthy team meetings where the call center management and the agents can review the performance of the past week, month, or quarter. This will help in the analysis of the performance of each and every agent. The entire team can bond together and discuss grave concerns. The management must welcome every single opinion concerned with service improvement and development. Improvement and growth must be a priority and must be reinforced to every single employee from time to time.

Publish Date: October 23, 2019 1:54 PM

The Crucial Role of Outsourced Outbound Call Center for Enhanced Business Procurement

This article will let the relevant viewers collect elaborated piece of information about Outbound call centers. Usually, the calls that are made from the center cover enormous factors. Those usually include telemarketing, verification, and fund-raising as well. Several companies are working and willing to expand their business. But they have to face issues when it comes to managing their customers.

Customers are such people who expect for the response by officials immediately. They begin to lose a sense of credibility upon problems if they face. Thus, it is important for all business organizations to have an alternative resource that may help them skilfully to overwhelm the hurdles irrespective of the complexities. The call center has the potential to manage both the outbound and the inbound calls exclusively. As far as the outbound call center is concerned they hold the unique metrics to conduct the measurement of the success rate.

The market analysis by the experts reveals that multinational house opt to outsource their outbound call to escape from the unwanted kind of hurdles. There, well-trained employees are deputed the specific tasks for the management of intended customers. In addition to these, the utilization of updated technologies plays an important role to better service quality. The business procurement lies dependent on the customer’s reviews. Since new people are in habit of going through the reviews of existing customers, and in case if they don't find it positive then they develop a negative mindset. Thus companies are frequently opting for the facilities of Outbound call center services.

What strategy a call center adopts to improve the service quality of their client business house?

The outsourcing companies are fully dedicated to providing their best to collaborated clients. Such an effort by employees has made them so popular today. This is the truth that managing a large number of customers at a time needs a smart approach. The competitive face of the business market has created challenges at an unexpected level in front of business owners. For this reason, building an effective work strategy is the most important thing.Outbound call center has emerged as a one-time solution platform to keep the business house going.

The outsourcing firms train their employees quite efficiently: It is the main motive of all service provider companies to hold the potential enough to manage any kind of work without any troubles. For business growth, it is necessary for any business house to stay focused to the result-oriented strategy.

Provide the resource based on leading-edge factor: Accessing out the enormous number of customers at the same time is an important subject. Since to take the business forward taking the help of outsourced outbound calling, then it is crucial to opt the utilization of updated methods and technologies.

Offers an opportunity to work through the effective script: The conversation with customers need to be very effective so that they may easily get convinced to purchase the service. Another aspect is that the employees should have the mentality to deal with their concerns politely as much as possible. For this reason, an effective call script has to be prepared to maintain a flow of communication.

The service by outsourced call center should be of high quality. The rising demand for the best service by customers has led to multiple necessities. The fulfilment is possible only when the business owner understands its importance. Those business houses that establish the partnership with the outsourcing companies get free from the expenditures of more hirings and managing the equipment.

Benefits of outsourcing outbound call centers service:

Going with the outsourced call center service is the best conclusion at all stages. Since the manipulations keep taking place in the business market and hence problems are bound to occur anytime. To avoid the hurdles and manage the customers effectively, Outbound Call center Outsourcing is a most appreciable option.

The outsourced call centers are always available at the time of urgent requirement for service: It does not matter that a company is outsourcing its outbound call or inbound call, but the outsourcing firms perform it the best to manage the assigned task. Thus it is important that to keep pace with changing requirements, taking concrete decisions is vital at all costs.

Empowers to better the service quality: The service quality is a vital aspect of business growth. The organization running on the basis of the customer’s response has to be very careful in terms of their service choice. Issues keep appearing time-to-time with the service management, but then there should a source that may help effectively to suppress the problems.

Guarantees access to skilled professionals: By getting in touch with the third-party service provider companies, the in-house employees get the platform to interact with highly skilled professionals. This provides the source for innovative ideas to upgrade the existing service methodologies.

External resources for service stay available round the clock: The anytime availability is the outstanding feature of the outsourcing firms. The service on the spot of requirement is taken as appreciable part. This is only the on-time delivery of the service that has helped an organization to maintain its reputation in the competitive marketplace.

Allows the company to escape from occupying the more space: The requirement to capture the more space causes the extra expenditure. But the service provider firms help to manage the need for this efficiently. The main motive of external resources provides their clients with all the facilities that come in their control.

The term outsourcing itself defines the procedure to depute the specific work to the third-party service provider firm. The working strategy is the main facet to carry the business on a productive platform. The business marketplace can never be on a similar track, it keeps changing according to the time and demand. The important thing is that taking the correct initiative plays a vital role to bring even the haphazard situation under command. This is why the multiple companies are choosing the Outbound Services so that positive output may come out.

What an organization requires to choose the right outsourcing source?

It is common that all business owners have no idea about the proven outsourcing platform. When it comes to the business process, then going with a trending system of task completion is the best thing. Business is such a factor that seeks attention deeply. Thus having good knowledge for all supportive sides of the business is crucial. Additionally, taking a glance upon the altering work pattern also occupies an important place. The procurement is the priority of all organizations, thus they need to stay aware of the relevant work system. The third-party service providers keep researching on the current trend of the market and follow the system in accordance with that. They intend to create a very smooth platform for their clients so that they targeted ration of outcome may easily be achieved.


The BPO organizations are serving as a strong platform to support their clients at a broad parameter. They mainly hold the objective to better the service system of their clients as much as possible. The procurement at the targeted level is required to compete with the competitors. The service provider companies work regardless of time to fulfil the requirement of their clients.

Publish Date: October 22, 2019 1:56 PM

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