Call centers

Call Centers India, a renowned name in the ITES industry bring to light the fact that, under one roof you get attention of one and all with least of efforts you achieve best of results. Over a period of some years BPOs and ITES industry have done a commendable job in providing employment opportunities to job seekers from all walks of life, not only to job seekers but has provided a platform to lot of entrepreneurs
Who seek an opportunity in this booming industry? In terms of technology used call centers India is second to none and has successfully launched India’s one and only end to end CISCO based IP network call center by the name Vcare Care Call Centers India (P) Ltd, based out of a small suburb in the national capital territory region.

\This center has all the modern facilities a center must have and is situated in a huge campus spanning more than 11000 sq. ft, employing over 400 people and is proudly expanding at an exponential growth rate of 15% quarter over quarter. According to Dimension Data’s “Global Contact Centre Benchmarking Report 2007″, a massive 70% of the cost of running contact centers is related to the people who work there: the agents or customer services representatives. The report also reveals that the UK contact centre industry wastes close to half a million.

HR department need to be strict on this part, their must be a policy (can be shown as HR policy) where hiring of an agent only become final when he/she is clear the mock call test. This will in result tighten up the new hiring’s of agents for who are not capable enough to handle the stress and pressure of process. As brought in a research report, many companies (25 %+) still
Not having this mock call test as their integral part of hiring policy.
Agent must know for which kind of process and responsibilities he/she is going to be hired by company, the career growth and progress must be cleared would be agent. Although there is perception for call center industry that people are not looking for call center agent as long term career option but who think about career in call center they are really care about the career development he/she can get in the organization.
Simplification and process flow must be as simple as it could be because there is a possibility that some agents might not be as good in using computers as tech savvy agents. Work flow analyst must provide the process flow where agents not to toggle between multiple windows and application if possible as this could be a stressful and time-consuming act while a important client/customer is on call.