No matter what the geographical location of your call center is, you cannot surge ahead in terms of revenue unless you are improving your quality. The benchmark of call center services is measured in terms of quality. This trend is fast catching up for call centers across the world, especially in the third world countries. The general perception is that the telemarketing services of these countries are inferior because of the cheap labor that they employ. That may work for the cost models, but modern business is not cost-only endeavors. There is the question of sustaining the brand reputation. Unless you pull up the services that you provide, there is little that you can do to survive in the market.
Quality in call center services can be fixed overnight. You have to work closely with the managers and supervisors of the BPO unit to make changes. Start off with the manpower. Conduct an evaluation that will separate the better performers from the others. Assign them to the top priority projects and deploy the best agents on the peak times of customer services. Ensure that your technology is updated and in sync with the best practices. You will need to spend more time in the training room with your employees so that they may learn more about the work that they do before stepping on the call center floor.
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