India has been the front-runner in the BPO and Call Center industry. It has served the top brands of the world and helped them expand business by ensuring customer satisfaction and retention. This infographic will tell you succinctly why India has been the reigning service provider for IT and ITES. And why clients from across the globe trust India when they are looking for an offshore call centers vendor.
Whether outsourcing is better than having an in-house call-center or whether offshoring is better than having a call-center within your country, are subjects of different subsequent debates. Watch this space for our next in series.
Contrary to the popular notion, a good call center agent is not just someone who speaks fluently in global neutral accent of English. There are many other criteria which constitute a successful call center agent. At Bluechip, we have an annual award to honor the best performing call center agent. This award is sought out one.
The results are declared by the end of this December, so this is the time when everybody is speculating about who is going to bag the trophy this time. Well, in the interest of transparency we are disclosing the criteria of our evaluation.
So anybody who desires the trophy can choose to excel in these few spheres, and make themselves a contender for the award:
Agents will be evaluated on the basis of their time management skills while performing customer care services. Agents, who are able to resolve the issues quickly and promptly, will score higher than those who consume more time to resolve customer’s problem. The handling time automatically impacts the number of calls an agent answers. If your time taken per call is lesser, you will be able to receive/ make more calls. And this will count as a positive point!
If the same customer is calling again and again, it indicates that the customer wasn’t satisfied in one interaction. This will count as a negative point, as the agent was not able to satisfy the customer completely. So you should ensure that you are able to deliver one call resolution and 100% customer satisfaction!
As is the policy by BlueChip, we often seek feedback directly from customers about the agent’s performance, and share the same with our clients also. This time, these scores earned by each agent will be added up.
These three are the fixed criteria. Apart from this there will be special scores given by seniors in the quality management.
Let’s see who wins the annual award this time. The agents still have two months to make-up and improve their scores!
Don’t get confused by the title of this blog post. ‘Once in a blue moon’ was the name of a story writing competition held at BlueChip Callcenter. Competitions like these are not rare but rather frequent, here at Bluechip.
Our Human Resource department organizes some or the other kind of contest every fortnight for the employees. After a whole week of hectic activity at our offshore call centers, everybody is all set for fun and frolic on Fridays. The training room on a Friday is so decorated with balloons that you wouldn’t believe you are inside the premises of the most sought after call center outsourcing vendors.
The topic of the contest was, as you guessed it – “Once in a blue moon.” The contestants were given this as the first sentence of their story.
They had to write only 5 more lines and outline a story. Obviously no story can be complete in 5 lines. But we just wanted to assess the line of thinking and the imagination of the writer.
The winning story is reproduced here, so that our clients may also know about the exceptional talent of our call center agents.
Story, By Anesh:
Once in a blue moon, I would see her. She would come with her surfing board to the beach. I must confess, she was more brave than most of the men. No macho could face the mighty sea with the ease and grace like hers. I definitely couldn’t, with my phobia for water holding me back each time.
I cannot forget the day when the sea was really turbulent and she was battling with the crest of waves. Everybody was worried and praying for her safe return. Coast guards were keeping an eye on her, and were ready on their sea scooter.
But she returned, with her usual confident smile. The tempest hadn’t scared her. I finally mustered the courage to ask this fearless damsel, “How could you confront these waves?”
She replied with her disarming smile, “I didn’t confront the waves. I bowed down to them”
Didn’t reading the story leave you speechless? We truly were. Anesh, waiting for your next story!
Beware of Call Centers! They can be a scary place. Most of the call centers outsourcing vendors are in offshore locations which clients seldom visit. So they never get to know that the congenial agent offering customer care services is a bloodsucking vampire, or the one providing them back office support is actually a zombie.
At Bluechip Callcenter, we have an army of aliens, mummies, witches, devils and also superheroes to ensure that we deliver you the best services in the industry. And if you don’t believe us, then come to our Halloween Party and you would see all of our employees in their true colors. And this will reveal to you the secret of our excellent services as well.
Our quality is always the highest and the best as our Quality Manager is a Wonder Woman inside. This is why she does quality audits and client calibrations regularly at Bluechip with the zeal of an Amazon warrior princess. She wields her Lasso of Truth and ensures that everybody in the office is complying with the highest quality standards.
Our inbound customer service call centers are able to always satisfy the customers as we have the Jedi knight as our Manager. He uses his Lightsaber to enlighten the customers and help them.
And then there is also our Mummy who is in-charge of all the email and chat support services. He ensures that all the conversations have warmth and our business relationships, like the Mummies, are preserved forever.
If you are tempted to visit Bluechip Callcenter to meet our team, please do so only at your own risk. You may get spooked with the dimly lit Jack-o-Lanterns and by creepy cobwebs on our windows. But if you muster the courage, then we have royal Treat just for you, and strictly no Tricking!