subject: Integrating Call Center Services [print this page] Experimentations to curb the expenses of call center services have always been around. The primary concern of a BPO unit is how much they can optimize the resources that they have at their disposal. Call center companies have very little to save on if the processes that they carry out are not sufficient to keep them afloat. They have to ensure that their costs remain within the budget because they begin each project with a financial crunch. The demands of a competitive market force them to slash down their prices so that their price models are at par with the rest of the world. They hire low-cost manpower and compromise on several aspects to meet the price structure.
To fight this onslaught, call center companies have devised a way. Integrating the processes that they work on can actually help them cut down on costs. The trick is to quit monitoring and capturing data as separate entities on separate platforms. All of the processes done in a BPO unit will be calculated and documented on a single channel. This method will make it possible for all the employees of the call center to find out exactly where they stand and how they can contribute to improve things. The work done here is a team effort. If there are some pitfalls in one department, the other has to step in to fill the void. That way the work put forward by the unit looks like the organic composition of several smaller identities. It makes more sense that way because it brings about greater transparency in the process.
Integrating the call center services would mean brining the different departments together on the same dais. There are certain advantages to that. The primary ones are that the different departments like lead generation and telemarketing can find out how much progress they have individually done in their respective areas. Then they can complement each other to take the process forward. Consider that the telemarketing department finds that they are running short of consumers and the database isn't large enough to conduct the kind of work that they are trying to do. Sometimes small databases make the process of sales lead generation less productive. In such cases, the outbound call center agents can step up their procedures to get more leads. If the sales department is on the same page as well, they can do a better task of converting the generated leads into sales.
Integrating the processes make it easier for the employees to report their work with greater efficiency. You can train the employees when they join on their reporting structure. Agents get confused when they have to report their different work profiles on different formats. A unified solution makes it easier. Similarly, changing the reporting format at regular intervals creates doubt in the minds of the employees. They feel that the management is not sure about their goals and objectives. That, in turn, makes them feel more insecure about their own jobs. The BPO unit can put all of that to rest with unified process software.
