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17 Nov 2017

If there’s one thing which the call centres outsourcing industry is notoriously known about, then it has to be the attrition rate of agents. The sector is infamous for its inability to retain its talent and this has surely created some major problems for the industry in general. Blame the work pressure or the lack of a conducive physical environment, people working in a call centre aren’t very pleased with their work profiles. As a result of the numerous unfavourable factors, agents lack motivation, become unproductive and end up leaving the organisation. This affects the company in more ways than one and because of the loss of talented workforce, the business ends up suffering to great extents.

Though the very nature...



21 Sep 2016
Whether it is a small or large scale business, persons make hundreds of decisions each year. Among them, only few are strategic such as those that comprised of certain investments like specific products and services, operations management, innovation and customer service. Within the customer service, you would see a complicated mash up of functions and processes ranging from call centre operations management to customer surveys. In order to effectively outsource call centre operations, a company first analyse its internal client service aspects, determine all the shortcomings and advantages of outsourcing, create an outsourcing plan, choose service providers and implement the outsourcing plan respectively.        

Here are the steps that...


10 Aug 2016

Every business is on the lookout for multiplying their revenue generation cycle, earn customer trust, and outflank the competition. The strategic decision that businesses undertake to outsource their customer service to a call centre company proves erroneousespecially when their customers are not treated the way they actually should be. Not to mention, whenever you call a customer agent, you are likely to hear “this call maybe recorded for quality and training purposes”. Are these calls really recorded? Well, the statement serves the two purposes – first, fulfilling the legal requirement and intimating the callers that their call maybe recorded whenever needed; and secondly, to keep the agents cautious that their supervisor...