The BPO industry was all about expenditures a
few years ago and expecting the outcome way to later in the process of setting
up. But, the story is quite different in today's age. The call center service industry
is drastically boosting and quite ahead of time compared to other sectors. But
at the same time, business owners are struggling with setting up a
cost-effective yet productive call center infrastructure as well as the
environment. The following guidelines shall align both with an in-house service
provider's need and business outsourcers.
1.
Drag
your attention to the causes of employee attrition
One
of the leading causes of the losses and downfalls experienced by today’s call
centre services is the rate of attrition. As per the knowledge of Creaghan Harry,
most management teams are suffering from the retention issue, and it has become
a trauma for the higher management team. It needs to be understood that maximum
strategies of retention will fail if the measures were not taken up right from
the very beginning. Henceforth, it is best for centers to drill down to the
leading or fundamental cause of the attritions and analyze the cause to obtain
the right outcome.
2.
Set
specific benchmarks to measure overall productivity
A
call center can never survive without the right criteria, measures, and
benchmarks. Benchmark is nothing but a domain particular term for setting
specific baselines to judge the overall performance as well as productivity
level of a particular trade. As per Creaghan Harry, it is important for call centers to
take a strategic approach to each action and some of the most effective
benchmarks that can be applied are,
·
Service Level Agreement
(SLA)
·
Response agility
·
Customer satisfaction
(CS)
·
First, Call Resolution
3.
Supporting
software to reduce unnecessary manual costs
The
software is an integral part of not only the BPO industry but every category of
business that exists. It was an essential requirement till yesterday but has
become mandatory for beating the competitive environment in today’s time. The
hiring of software is an on-time-investment and one of the best ways of
cost-cutting as it will reduce the necessities for unnecessary manual labor.
4.
Emphasize
on the HRM management and avoid wrong hires
As
mentioned earlier, that the attrition rate is one of the main triggers to the
downfall in profit, the specified point is deeply linked with the same. The
thread of attrition starts from the hiring. Incurring better hiring tactics by
the human resources will help filter the best of talents. The notion of talent
does not only includeperformance capacity and educational background but also
counts factors like previous job stability, personal background of the
candidate and whether he will hop on to a better opportunity once he gets one.
It is best to follow up on referrals provided by the candidate and seriously
emphasize on the mentioned areas.
However,
the call center expenditure can also be reduced by not onlyauditing calls but
relevant databases as well. This will help to stick to a disciplined regulation
at the end of each interval and receive ultimate accuracy, which shall only
contribute to the overall revenue.
Learn More:
No comments:
Post a Comment