When you read about such initiatives from the government, you cease to wonder why the Philippines are inching towards the call center crown. The BPO sector has its strongest patron in their government. The rulers of the land ensure they take every step in confirming that the BPO service industry attains priority. They have started a campaign known as the Cebu City’s Call Center Training Program.
With the help of this, the graduates can learn and train themselves in call center services. The training will make them ready to work in call centers. Major IT companies hire the pass-outs of this program.
The city government will be training some 35 more agents for 2 biggies of the business process outsourcing world. The right jobs for these graduates in call center units are the responsibility of the government. In the coming months, the BPO training program will see several new batches.
The success of the program will be measured not just by the number of agents who file out of the institute, but by the quality of BPO service that they do. The initial batches are important to judge the work of the program. So these graduates have an additional responsibility on themselves. Let’s see how they fare in the real world of call center services.
The International Quality & Productivity Center has honored Diebold Inc with a Call Center Excellence Award. The award is titled “First-Class Job Leveraging Technology for Efficiency and Automation”. The BPO firm received the award for excellence in integrating technology with their call center services. Their aim is to make their answering service a better experience for the customers.
The use of innovative technology enables the BPO service unit to make more out of their phone answering department. The purpose of their technological innovation is to make the whole process of customer interaction and processing a faster process for the agent and a convenient one for the caller.
The Call Center Excellence Award is awarded to those call centers that surge ahead of the others in their way of thinking, their processes and their innovative use of resources. The seamless answering service facilities offered by Diebold Inc have won them the award this year. A special feature of this BPO firm is that from one call center they are able to operate a Central Station Alarm Association Five Diamond Certified Monitoring Center, along with a customer care center.
The functions of their phone answering system can be divided into troubleshooting, equipment repairing and maintenance. The company has provisions to record and track the service status of the callers. They work with equipment-oriented process and that decreases their operational costs, not to mention the time they save.
The 311 answering services at Charlotte-Mecklenburg has been cut down from the usual 24 hours span to just 7am to 8pm ones. The cut-down in time is reflective of the city manager’s advice that they prioritize their working hours and remain open only in the times they receive maximum phone answering calls. Accordingly, the time was pulled back.
The call center agents are not complaining, and they don’t feel that the shortened span of time will be harmful for the citizens. The inbound call center team feels that the common caller cannot be inconvenienced by the stoppage time of more than 10 hours because they receive a crushing majority of the calls in the time frame that they are working in.
With the inbound call center agents receiving 92% of the calls, there is a shortage of manpower. So the call center played on the resources that they have. The answering service agents who were scheduled to work at night were called on to work day shifts. The number of phone answering lines was increased and there was less hold time on the part of the callers.
Things became easy for the telephone answering service employees as well. The vacant positions were terminated and there were no lay-offs, just a shifting of the existing manpower to more convenient timings for everyone. The round the clock services are still available online.
Telstra, a call center giant is finally hiring BPO agents to handle their answering service. The company was getting infamous for repeated layoffs of phone answering service agents in the past. The hiring is to feed the growing demand of the telephone answering projects that the company has landed with.
It has conducted market surveys to determine what sort of a marketing approach they need to get their projects done. Initially they wanted to carry on lead generation through the social media. The internet was supposed to be their primary tool for sales lead generation. However, the data that they collected revealed something else.
Phone lines seem to be the point with which they can carry off the lead generation process better. With more consumers having a mobile phone, the number of phone numbers on the database has gone up highly. And the projects that the call center has are mainly B2C projects. As a result of this, the answering service system has become a major player in the scheme of things.
It does not mean that the social media platforms have been sidelined. That continues to offer support to the phone answering service in providing support to the sales lead generation. The company continues to be confident about their social media techniques, having millions of unique users on their social networking profiles.
