Business process outsourcing is growing rapidly as more and more companies are opting for outsourced services. The increase in the demand for BPO outsourcing is because the market competition is rising rapidly resulting in businesses looking for a reliable BPO company to handle the secondary functions.
Not all companies have a huge capital to invest in the business initially, which is why outsourcing is winning hearts, as it makes a team of experts available at business help in a limited budget.
What is Business Process Outsourcing?
Outsourcing is all about delegating the secondary business functions to an external partner so that the in-house agents are free to focus on primary responsibilities. Since outsourcing brings in numerous perks, thus companies today willingly outsource some responsibilities to have free time for strategy making.
Handling all functions in-house can be hassling and may lead to deteriorated performance, thus outsourcing helps to save time and assures enhanced services to the customer. Outsourcing the secondary responsibilities to business process outsourcing companies, you get a team of agents on-board, hiring whom would have costed high bucks to your company.
Outsourcing makes experts available easily in budget and keeps a check on customer satisfaction, which is why most companies wish to have an outsourcing partner. Furthermore, by outsourcing, the business has no more threats to staff attrition and re-hiring and re-training employees, which is why it is becoming common.
Outsourcing helps to decrease cost, expand business processes globally, enhance flexibility, boosts speed, and bring back focus upon core competencies.
Talking about BPO companies, how will they improve performance? Well, amid the rising technological advancements and growing needs of the market, exploring some strategical techniques can help enhance the service standards. Satisfying the customers in today’s advanced epoch is tough, thus some significant considerations are vital.
Check Out Some Tips to Augment Call Centre Performance:
The Motivation for BPO Company Agents
Every call centre willing to augment its performance needs to make efforts to enhance its work environment. Why we talk about enhancing the workplace system is because call centres mainly have a tedious work culture wherein agents are expected to answer monotonous calls all day.
This is where the need to emphasize on motivation digs in. The motivation for the call centre agents is indispensable, as it keeps them going through tough times of high call volumes handling. Call centres can build motivation in their employees by giving them some free time from work, lunch/tea breaks, gifts/cash coupons and rewards for good work, etc. After all appreciation and applauds for good work boost a person a lot! It motivates the agent to work better for the organization.
Call centres work for multiple clients handling their customer support and other outsourced responsibilities 24X7. Thus, motivation in agents that pushes them to go an extra mile for the business is vital.
Clarity of Expectations
To enhance business performance, BPO outsourcing firms need to be clear with their partners’ expectations. What does business process outsourcing companies do?
Well, they handle the secondary business functions of several partners wherein they are expected to maintain customer satisfaction. How will BPOs ensure optimum satisfaction? Here is where the need for clarity in expectation is necessary.
To offer stupendous services to the clients’ make sure, you clear all expectations and offer what the partner has asked for. Clear the performance standards beforehand so that you know what is expected from you.
Landing into an unwanted situation later is of no use, which is why clarity of expectations prior is necessary.
Sharing Positive Experiences
As a BPO Company, make sure you share the best experiences with clients always. Why we stress upon sharing good experiences is because clients rely on word-of-mouth consideration, thus, positive reviews can help you gain more clients.
Sharing good experiences, your company can flaunt the good work done to the potential customer, which eventually helps to interest leads well.
Understand Staff Satisfaction
Every BPO outsourcing company needs to understand the importance of employee management and their empowerment for business growth. For instance, customers are the business brand ambassadors, so the employees also are the king!
Since the employees are the ones who eventually reach the customer, thus their dissatisfaction can cause a deteriorated image before the customer. As a result, employee satisfaction is crucial too. So, to improve call centre performance, staff satisfaction plays a key role, as the staff assists in running the business hassle-free.
Help your employees to learn new skills, plan workshops for them so that they can easily understand new technologies, give opportunities to explore, and try to ask for opinions. When the staff feels that they are important to the company, they tend to serve better and stay loyal.
Business process outsourcing companies willing to expand and improve their service quality, need to allow flexibility in business operations.
Well, business improvement is not just limited to boosting the ROI, however, it also depends upon providing the agents with WFH facility, offering personal assistance in case of any issue, offering flexibility in working hours, etc. Thus, these need not be missed!
A company can excel when it has a flexible work environment and it emphasizes both customer and employee satisfaction, therefore flexibility in operations is a must.
The Key Performance Indicators (KPIs) are an indicator of business performance and helps a lot in boosting performances, thus keeping a check on the same is significant. When was the last time you analysed your call centre KPI?
Well, to augment performance, examine KPIs to get an understanding of the Average Handling Time (AHT) and other metrics that are important for business growth. Small metrics help businesses enhance their performance, thus reviewing all is noteworthy.
Avoid Call Abandonment
For the call centres that aim to augment their service performance, eliminating call abandonment is indispensable. Missing calls of the customers leave a negative impact on customer experience, thus avoiding abandonment is central.
Adopt automated techniques and use bots to answer calls so that call abandonment is no more an issue. Even if a call is abandoned, make sure your BPO outsourcing firm has a call back option so that customer satisfaction is never threatened. A speech analytics system can also help to draw insights from customer complaints and feedback, which also helps to augment business operations, thus such analytical systems need not be avoided.
Building a relationship with colleagues and those who play a role in managing call centre functions effectively is important. Relationship management helps businesses grow better, as it brings several departments together that can cordially help the business grow.
Strong relationships help companies drive through tough times and increase service performance, so why not building a positive one!