subject: Consolidation Phase Of Bpo [print this page] The year 2010 was tough for the call center industry. There were some sweeping changes on the cards, many of them were linked to the very fundamental thinking that built up the BPO sector. For example, the telemarketing services that were once cost-oriented, was now functioning on a quality only basis. Business firms from the first world countries were no longer happy with cost cuts. They also want quality in call center services. Such demands took its toll on call centers. There was widespread confusion over the process flow and methods of operation. The changes in thinking benefited the industry in a number of ways, and it was also challenged in certain areas. Experts believe that the changes will push the business process outsourcing industry in a consolidation phase, especially during the first quarter of 2011.
The consolidation phase is necessary for BPO units in a number of ways. First, most call centers functioning in the third world countries do not have the infrastructure to provide better quality call center services without straining their budget. That will, in turn, shoot up the price tag on the telemarketing services plan. Call center units cannot afford to do that because that will pull them back in the competitive market. At the same time, if they are not touching that benchmark of quality, it reflects poorly on their telemarketing skills. The global clientele would come only if you can strike a balance between quality and affordable pricing. Business process outsourcing units need to take a step back and reflect on how they can put things into perspective for the battle ahead.
Infrastructure is only the tip of the iceberg. This consolidation phase at the BPO would be the time when you get quality manpower onboard. You have to lay off employees and agents that dont fit into the new scheme of things. Its not a personal call. To keep pace with the times, some hard decisions have to be taken to take the call center forward. When you are building up a core team to take your telemarketing services forward, you need the help of quality employees who can pull it off for you. You have to train them as per the needs of your project. No matter how experienced they are, you need training sessions to customize them with the needs of the project. Get them well-versed in the requirements of the project before you put them on the floor.
The consolidation phase would mean investments in technology. Call center software, like the use of CRM, has to improve. Clients are willing to work on software that is web-enabled. Real-time reporting is the way forward. The managers and supervisors of call centers have to work on integrating the reports together so that the clients can take a glance and find out the progress. Technology has to be invested in call center services as well. You will need more clarity on voice calls and better synchronization between the different departments of the call center.
