Thursday, 23 August 2012

How To Get Maximum Performance Out Of An Offshore Call Centre

Every organization wants to perform at its maximum potential in each and every segment of its business. Whether it is an in-house department or an outsourced project, the expectations are always to get the best possible results. However, this is not always possible due to various different reasons.
Today, organizations outsource most of their customer support activities to offshore call centres as they offer a wide range of benefits. Mentioned below are few suggestions that can help offshore call centres in maximizing their performance, and thus that of their clients.

The Expectations: The managers should set realistic goals and expectations for their agents. Keep the expectations as clear as possible to avoid any contradiction at later stages. Further, express them in a very simple manner so that each and every person is able to understand it easily. If you set unrealistic goals for them that look unreachable then it may break the confidence of the agents at the very early stage.

Provide Constant Guidance And Feedback: Everybody makes mistakes in the beginning and requires some guidance. You should provide constant guidance to your agents as they would need it when they start the work. This will help them better understand things and build up their confidence. Moreover, you are also required to provide them with proper feedback regarding their performance, positives and negatives. If they are not told about their shortcomings then how would they correct them?

Reward Them As Per Their Performance:  It is also important to tell your agents that every good performer will be rewarded. Reward those agents who performed up-to your expectations. If an agent achieves the goal that you set for him then reward him with bonus or a gift. This would motivate others to perform better. For example, inbound call centres can set an average call value as the goal for their teams and reward agents according to their performance.

Most of the vendors offering call centres services in India implement such performance enhancing strategies at their delivery centers. Therefore, it would be better if you hire offshore call centers In India for your various customer support requirements.

8 comments:

  1. Reward those agents who performed up-to your expectations. If an agent achieves the goal that you set for him then reward him with bonus or a gift. This would motivate others to perform better. For example, inbound call centres can set an average call value as the goal for their teams and reward agents according to their performance. Now I understand why managers give incentives for those best agents. That is one of the guidelines in most call center Philippines

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  2. Great thoughts you got there, believe I may possibly try just some of it throughout my daily life.

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  3. Hi there, awesome site. I thought the topics you posted on were very interesting.
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  6. Aside from acquiring your own 1800 Number, being able to be open to different ideas will keep the company afloat.

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