BPO Outsourcing: Targeting Business Needs

BPO services in India has targeted the soft, talented professionals in India who are skilled in their area to churn out the business goals of the organization successfully. This relies heavily upon the outsourcing needs of the clients and the subsequent completion by the chosen BPO service.

An external service provider…an IT-intensive business process…Business Process Outsourcing (BPO) administers and manages the selected process based upon performance criteria. When global outsourcing was not so sound around the world, India was the only immune country that survived the pool of the great economic meltdown. Thanks to the strong IT enabled infrastructure! When it boils down to offering qualitative customer centric needs, BPO services in India comes at first place. With the immense growth of global BPO services, India shows that it has the privilege in turning a loss making activity to diamond. And with a view to expand their BPO market share, some MNCs are looking forward at a focused approach to invest in particular types of clients.

In the current economic scenario, Outsourcing BPO services have started functioning as an ultimate solution provider. A decisive way to achieve goals and objectives of the organization, top MNCs deploy BPO services to retain and achieve their targets timely. Today, business and market competition has outdone the given limits of the viable environment.
Keeping in view these points, it will be significant enough for businesses to seek out effective ways to help businesses grow. BPO services in India focuses on the real strengths that a BPO offers to enable sustainable growth of the business process outsourcing industry. Moreover, BPO services standardization has widened up to cope up with the alluring enterprising skills.

Mere existence of a service or a product in the market has become outdated. Presently, most companies operating in the market are found to center on the constant recall amid innovation, consumer base, access and cutting-edge technology. To meet both the internal and external demand and cost, the need to establish BPO services in India has arisen.
Outsourcing BPO services to India not only offers benefits in terms of cost reduction but also leads to increased productivity and quality. The sole priority of an organization is not only customer benefit but as well to access best talent and expertise in the industry at lower rates.

Global BPO's have earned them an invaluable reputation. Most offshore BPO's are adept at providing result-oriented and customized services. These services are designed specifically to meet the market needs for which highly skilled technical experts and IT literate employees are deployed to enhance the customer services exceptionally. With the convenience and practical application of the state-of-the-art technology, almost all BPO services in India are handling operational efficiencies and multi-channel expertise. That is why, most of the organizations which are currently operating in the market are becoming popular outsourcing modes of flourishing businesses.

Telemarketing in BPO services ensure professional solutions that include market research and survey, product or service promotion, email and mortgage lead generation. Other services include customer follow-up, lead generation, e-commerce programs and live chat. These BPO services help save surplus charges, time and core management issues and this eventually establishes the product strategically in the market.
NASSCOM has explained the value added benefits by equalizing the quality and productivity gains of 15-20% and customer satisfaction of almost 85%.

Compelling and disciplined education scenario in India has churned out extremely talented professionals and technical experts. This shapes the country as the target base for overseas organizations that seek proficient workforce. Henceforth, the numbers of companies are looking forward to set up their BPO services in India.

Outsourcing of BPO Services – Check List to Refer

In the last two decades, outsourcing Bpo services has turned out to be a global phenomenon and there are many companies in this category claiming the excellence. Also, there are many global BPO service providers offering BPO services in India alone. But still, the word outsourcing invokes a fear of losing competitive advantage and intellectual property. Before finding the right collaboration answer, take a look at the following questions for generating a well thought strategy:

Why are you outsourcing a particular task to Global BPO Service provider?
What kind of operations are you outsourcing?
Where and who will handle which process?
Are you collaborating with the right service partner?
How and where the process will get started?

Why are you outsourcing a particular task to global BPO service provider?
The companies shall not outsource the BPO service just because their competitors have adopted the trend. The organization must analyze whether your company really lack the technical advantage of delivering a particular solution or not. The management must also understand that how a BPO service in India or any other country is going to impact the business and finally the customer.

What kind of operations are you outsourcing?
There are many global BPO service providers offering BPO services in India alone pertaining to: research, development quality control, documentation, service, manufacturing, marketing and distribution. The decision makers must analyze that what is the risk involved in outsourcing a BPO service and is there a proper mitigation strategy available for averting the risks.

Where and who will handle which process?
It is a very important question, which arises while outsourcing the BPO service. The tasks of global BPO service providers must be clearly specified. The decision makers should be aware that who performs flawless roles of Product Manager, Architect and Quality Analyst among the global BPO service providers.

Are you collaborating with the right service partner?
Do not outsource the BPO service process until you know exactly that what problem is he going to solve and how effectively he will perform. Coordinate the issues in joint meetings and examine as many prototypes of processes, which they have developed.

How and where the process will get started?
Cultural issues also determine the working of your partner. The working culture of a BPO service in India will be much more different in UK or Japan. The organization must also anticipate the linguistic and cultural issues while finding the right global BPO service provider. Not only that, even the formalization of process must be done before one month while selecting the process. Additional time must be required for finding the right location dealing with travel and acquiring the work permits for starting BPO service in India. Conceptualize about the whole process and imagine that what kind of network compilers will be used and how much technical help will be rendered.
Companies across the world are in search of global BPO service providers for outsourcing the BPO services. It is always not necessary that you will only get the right solutions from the client and you will save huge money in the process. While operating as a Product Manager, one must answer these basic questions before outsourcing the BPO operations.

Sunil Kumar, Chief Executive Officer of Cleave Global e-Services. Pvt Ltd. has profound experience in global bpo services industry and expertise in projecting calls center campaigns in the ITES industry. He holds a Masters degree in Economics and with his extensive experience in outsourcing bpo services India. He is a Six Sigma (Green Belt) certified professional. He brings quality and process control in all operations.

Value Added BPO Service

The rise in the amount of revenue that the BPO sector generated in the recent past has attached more value to the sector than it previously had. It was during the recession that the other industries were looking down the barrel while call centers expanded their base globally. Several call center companies were buying out the weaker ones in first world countries like USA and Canada. These units were marked sick because of their lack of telemarketing projects. Their expensive call center services led to their downfall. The third world countries capitulated on the opportunity they got. They bolstered their work and made significant strides towards value-added services. All of a sudden they were strict with quality and were particular about telemarketing services. Let's find out the various ways in which they added value.
Step 1: The seriousness associated with telemarketing services has increased manifold because of the contribution it was making to the domestic economy. The government was taking an active interest in the development of the BPO sector in countries like the Philippines. This took care of the manpower problems. The best minds of the employee pool were willing to work in the call center sector. Managers, business development officers, software engineers, writers, and designers: there was room for everyone at the call centers. The diversification of call center services made it possible for different walks of life to blend with the business process outsourcing industry. Because of this amazing improvement in the intelligent brains that were running the show. The quality of work had to improve without a second thought.
Step 2: BPO units are more plenty into planning and strategies. Veterans in the call center sectors have to admit that things were a little haphazard when the business process outsourcing industry started off. However, with the passage of time, a method in the madness started to emerge. Companies were keener on planning their moves rather than grope their way through. Planning at the conceptual level saves telemarketing resources. Agents are more focused about their work and each one knows the responsibility entrusted to them. If everything is planned to the T, you can also make out ground for innovation in telemarketing services. Your idea is always to beat the competition and offer something different and unique to the clients. Once your call center services have that extra edge, you will have clients queuing up to ink deals with you.
Step 3: Technology does what you cannot achieve through manpower skills. When you are targeting large sections of consumers, manual lead generation or telemarketing will not take you far. You have to depend on Web 2.0 tools or other technological matters like web-enabled telemarketing services to ensure that you are making the right connect. Facebook and Twitter, two modern ways of generating leads and even offer customer service support, have to be integrated in your call center services in a seamless way. It's only when you start connecting with the customers in a way that makes them feel special and wanted that you actually add value to your BPO service.
We offer quality call center services to our global clients. We are experienced in various telemarketing projects and we attach proper value to every project we work on.

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BPO Services: Destination India

A subset of outsourcing, Business Process Outsourcing (BPO) involves contracting the operations and responsibilities through a third party service provider. From the last couple of years, the BPO industry has evolved as the most substantial sector in the Indian market. India has emerged as the most favored location for all Bpo services across the globe. This has accelerated the Indian economy to the heights, progressively boosting the statistics depicting the growth in the years to come. It has been however forecasted that by 2020, more than 80% of the world of business process outsourcing services will be served by the Indian companies. Marked as the best place to attain superior quality services globally, the BPO industry is strengthening its foundation in India.

With the changing needs of the country, call centers across the country are mushrooming as a quality service provider in outsourcing solutions. Acknowledged for its skilled manpower and state-of-the-art technological support, Indian BPO call centers are generating maximum profit for its clients. In fact, the customer care service of the industry has been setting benchmark ever it became synonymous with the industry.

With language always seen as a major obstruction in the overall growth, many BPO firms have made a strong attempt towards offering BPO services in multiple languages. This has motivated the clients to enable marketers to approach the masses effortlessly.
Several factors have contributed to the success of call centers in India. What are they? Let’s take a quick look then.

Progressive infrastructure
Considered as the fastest growing nations in the world, India has turned out to be a popular and favorable hub for major MNCs around the world to set up their BPO segments. These organizations not only outsource service requirements to the local companies but also hire manpower to handle its business operations as well extending help to their partners residing anywhere in India or abroad.

Lower per capita income
Although a developing nation, India has skilled and well-educated manpower in abundance that can be employed at subsidized wages. Since the labor cost is considerably high in the developed nations, majority of organizations from the developed countries find India as a perfect destination to fulfill their outsourcing needs, thereby, leading to the establishment of massive BPO call centers. Their prime focus has always been the youth where hiring is concerned as they want to reap maximum benefits in the shortest possible time.

Quick adaptability to alien culture and style
Indians are quite flexible in nature and can easily adapt themselves to the working style and new culture. Therefore, the foreign consumers find immense familiarity in India that makes them comfortable to carry outsourcing needs at ease, therefore, making India a hotspot for service seekers across the globe.

Mammoth youth power
India has always been the land of education. So, it may not be surprising to know that around 60 percent of educated Indians are actually youth. Equipped with professional graduate degrees and comparatively good English speaking ability, most of them are employed in multinational companies and other business outsourcing vendors situated in India. This has proved to be a major reason, which is offering an exceptional hike to the BPO services.

Off-shoring activities like customer services uses up the available manpower in India, providing an extensive range of call center services like customer care, live phone support, IVR, email response in a bilingual or multi-lingual mode.

With the presence of a call center steadily becoming a necessity, catering to the global demand has become a pre-requisite. Indian firms are opening up BPO call centers not only in the metropolitan cities but also in Tier-II and Tier-III cities. The gradual realization of the importance of a BPO is actually dawning in the minds of the corporate giants, which is further motivating India to expand its ability to meet their demands each time.

Summary: India has definitely turned into a hotspot destination for the BPO service industry as it is backed with an enormously skilled manpower. The land – known for its diversity – has always been open to multinational firms to setup their bases here. The BPO industry is growing at the rate of 17 percent every year, employing around 10,000 people.

Customer Service Dos That Work!

There are some dos that customer service agents have to keep in mind at all points. These cannot be called tips because these are cardinal to the working of a call center. You cannot work at a BPO without being careful and particular about these aspects of answering service. Let's take a look at some of these features that make a good inbound call center department:

• The primary function of the inbound call center agents is to answer calls. No matter what the call volume is or what kind of information you are looking to give out, your call center agents must make a conscious effort to handle and process all calls made to your business. You may never know what kind of opportunity you may miss out on when you are not taking up all your calls. Deploy agents in a way that your best employees are on the shift during the peak hours. Employees must be regulated so as to eradicate fatigue. No BPO agent must be overworked. Keep cycling them in a way that eases out the pressure over all those involved in the project.

• Telemarketing agents are often guilty of making promises that they don't keep. They may do that in the hope of pushing through a sale in lead generation campaigns. Outbound call center agents are known to distort some of the features in a minor way to cater to the demands of the consumer. This leaves the customers with a false sense of expectation. When they make the purchase, they are generally disappointed. That sets them into calling customer service with complaints. The call center must ensure that there is no disconnect between what is being sold verbally and what is actually on the table.

• A primary mistake that customer service agents commit is that they jump to solutions without hearing the caller out. This jumping the gun often results in the problem getting complicated. Telemarketing services are about the customers. They are the decision-makers. The business revolves around them and is about them. BPO agents have to listen to them. It's not just for the benefit of the customers. The call center services get enriched with the experience of talking to the customers. Their feedback can make a lot of difference. Telemarketing is about understanding the mind of the customer. Because you cannot see the person, you have to make calculated guesses to gauge the buyer's mind.

• Complaints are a part of customer services. Your inbound call center desk will be inundated with complaints. Many of them will be genuine, some would be fake and others just plain hysterical calls. Train your BPO agents to deal with those calls on an even basis. The call center agents must not lose their cool or get hyper about complaints that don't make sense to them. The telemarketing agents may know the features inside out, the customers don't! Your job is to help them out. Try not to take your callers and their complaints for granted. Indifferent customer care is bad for business.

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Stabilizing Manpower in BPO or Call center

Manpower is one asset in the call center sector that doesn't come with any assurances. You get some equipment and it will justify your investment. But you hire a telemarketing agent and invest in training, you can never be sure if the move will pay off! The attrition rate in BPO is so high that the hiring managers are having a tough time coping with the demand and supply of quality manpower. The primary source of employees for call center services is the employment of fresh graduates and under-grads as well. But the problem lies in the fact that these new recruits seldom take their jobs seriously. Money is more important for most of them. They are more eager to make a quick buck and quit the scene. While it may not be true in all cases, but surveys tell us that most of these youngsters treat telemarketing services as a stop-gap arrangement.

What can the BPO unit do here? The perfect solution would be to lean towards experienced customer service agents. Hire employees who have spent some time in the call center sector and know their jobs. If they have been in call center services for a while, it's obvious that they take their work seriously. It also gives off that they are interested in pursuing a career here and knows that they have to work hard for it. They are willing to go the extra mile for success in telemarketing services. Of all the possibilities, they may also be interested in sticking to a particular unit and make their way up the corporate ladder. These employees are generally not swayed by the lure of easy money. They look for stability in their career and that's the ideal employee that you are looking for.

The call center managers has to realize that hiring the right candidate is only the first step to stabilizing the workforce in a BPO. Once these new recruits come on board, you will have to make them feel comfortable. It doesn't mean that you give them lesser work to do! It's just that you have to make them belong to the telemarketing team. They need to feel that their work is serving a greater purpose. They will feel special only when they know that their call center services is making a significant difference. Job satisfaction continues to be the number one reason why employees choose to leave an organization. Making them feel that sense of belonging will keep them loyal to your call center. No matter what department they are working in, inbound call center or lead generation, if you are motivating them the right way, you are safe from another hiring excursion.

Monetary rewards go a long way in keeping call center agents pleased. You can arrange for incentives in the lead generation department. Encourage them to have healthy competitions between their peers so that they are always challenging themselves to give off their best. But keep a tab on this competition lest it dissolves into a toxic work atmosphere. That would be defeating the whole purpose.

We keep encouraging our call center agents through incentives and perks. Our BPO supervisors and team leaders are entrusted with the task of keeping them motivated.

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Looking for the Right BPO Offshore Outsourcing Firm

The 1990's have been a great time for business process outsourcing firms to become popular because this is the time that many businesses started to look for cost effective measures to encourage their growth and expansion. Since then, offshore outsourcing became the main profit-generating method that many corporate companies preferred because it subtracts costs while providing the same quality of services that local providers offer. It also eliminates the need of other businesses to maintain non-essential functions for their company and instead choose the services of a BPO company to handle these tasks. Because of this, many companies are no longer limited to hiring local providers with the option for low-cost services that comes from different countries. The offshore outsource solution that is being provided by these companies range from web design to human resource management.

The concept of BPO offshore outsourcing is not a new prospect. As a matter of fact, it has made a name for itself, creating an industry that has flourished in just a short amount of time. These firms offer their services at a low price range which translates into big earnings because of the currency conversion rate. For example, business process outsourcing companies in the Philippines charge a business in the United States $400 for their services instead of $1000 from a local provider. This is because the cost of living in the country is low and many employees can live on $200 a month.

These BPO firms offer plenty of bpo services that are not commonly found in corporate companies. Services such as web design and development, virtual assistance; search engine optimization, graphic designing and medical transcription are some of the common packages provided. The packages offered are handled by a group of skilled employees that have specialization in a wide range of services, guaranteeing high quality output deliveries. An offshore outsource solution is not limited to those mentioned above though, as they can also provide services such as book keeping, accounting, human resource management and customer service.

Companies that hire the services of a BPO firm are making a fine decision because of its cost effectiveness. There are many providers worldwide that offer cheap services to their clients. These firms can have a wide range of services being offered while others can specialize in two or three functions only. Both have their own advantages and disadvantages and can help a business grow in many ways.

The advantage of a BPO offshore outsourcing provider with many services is that the business will no longer have to look for another provider if they wish to acquire a different service. Whereas, the advantage of hiring a business that specializes in one or two services is that they are experts in what they offer and can guarantee good quality output to their clients. These are some of the aspects a business owner must be knowledgeable of when looking to hire the service of a business process-outsourcing firm. Although both these types offer cheap services to the public, it is important to be knowledgeable in the right service that can give the best results.
The best BPO offshore outsourcing company offers multiple BPO services under its wing. That way, you have the advantage of availing multiple services based on your business's needs. Outsourceit2philippines is one of the few BPO providers in the Philippines known to be the home to a wide range of BPO services. Visit them today for more information.

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