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!
Humanity hasn’t been able to measure everything. There is no machine which can calculate the honesty of a person. There is no unit which can measure the happiness levels of people. And most often, these are the most important qualities.
We all like to be with a person who exudes positivity. And we all loathe a person who indulges in malicious back-biting. When we are choosing a friend, we don’t take into account the marks a person got in high-school, or what is their income. All that we are concerned for is- is the person trustworthy?
Similarly, when a customer is speaking to a call centers agent, it doesn’t matter whether the Agent is a graduate, or has 10 years of industry experience etc. All that matters is – is the Agent polite and helpful while talking to you?
These immeasurable skills are together called as ‘soft skills’. The qualities like politeness, tone, tenor, calmness, charm etc. are of utmost importance for a call center agent. But unfortunately, there is no way you can measure any of these.
There are ways to calculate things like – Wrap-up Time, Idle Time, Abandon Rate, Average Speed of Answering etc. But there isn’t any way that you can calculate whether you touched the heart of a customer, or how much satisfaction were you able to provide them.
We at Bluechip Callcenter realize the importance of the incalculable. And that is why we give priority to soft-skill trainings for all our call center agents, especially those working as customer service executives.
The whole emphasis of our trainings is to not just become good call center agents, but become good human beings and hone our soft skills along with hard-skills. It is most important for you to master these intangible soft-skills if you want to excel in your work performance.
If you are happier inside, it will show. And even though we can’t measure it, we will know!
Call center industry blooms only with the qualitative service and the services can only be better when the BPOs hire exceptional and intellectual agents. To achieve this target it has been observed that most of the call centers hire professional or a third party that easies the process and outsource a candidate that can be perfectly measured with the client’s requirement. But there should be a great care taken by the individual human resource team in the contact centers and prepare themselves with the tactics of hiring the best in no time.
Here are some of the tips and suggestions that can help the BPOs to deliver call center services with the recruitment process:
A) Make sure that you explain the job descriptions to the consultancies and to the candidates before the interviews are conducted. This is important to judge the interest of the candidates in the exact profile you need agents. It also helps the candidates to prepare a little so that the process can be completed within a small period.
B) The human resource team should have the experience to read the psychology of the candidate. Assessment can be made successful if they are skilled with questioning techniques. As call center services is all about communication skills, make sure that the candidates is capable to speak in a fluent manner and handle the pressure of the industry.
C) If the candidates are experienced make sure you inspect all the documents and review the CV. Look at the experience in the relevant industry and how stable the candidate is. If the candidate has no stability then hiring the same candidate can be a serious loss of time and efforts.
D) Look at the potential of the candidate. A good candidate should be hired even if he/she needs to be paid a little more. As the attrition rate of the call centers is high, it is important that the candidates are kelp engaged by any means. A better candidate can deliver better call center services.
E) Try to appoint the candidate in his areas of interest. There would be some candidates that are dedicated to some special subject matters only. If you can judge the potential of that person may be you are justifying that and the performance level would touch the zenith of excellence.
It is simpler and easier to follow these steps to make a resource to an asset.