As we had told you in our post yesterday, we are here with the telemarketing survey that we conducted among our call center agents. We asked several questions among the BPO agents and here is the result of the integrated survey conducted in 3 of our call centers. The questions we asked in our “Organization” section included ones like “I get all information about the events and affairs of the company which have an effect on my work” and “I clearly understand the company procedures and policies.” Such questions were asked to be answered in “Agree” or “Disagree”. Their answers were arranged in a percentile and published in this graph.
Our aim was similar in the questions asked about the other sections like “Task” and “Training Facilities”. We wanted our call center agents to voice their opinions freely and that is why the telemarketing survey was kept strictly anonymous. We did not have software tracking the responses of our BPO agents. This was more of a self-evaluation so that we can take better strides in the future. We hope to do some quality call center services in the coming months and it was important that we understood where we stand before moving ahead. We are determined to pick the areas where we are weak. For example, we are already planning to have better training facilities for BPO service.
The social commitment of Fusion BPO Services is something that we are very serious about. We believe in offering some of our call center skills to the betterment of the society that has provided us with valuable resources over time. Because of this gratitude and fuelled with the desire to give something back to our roots, we take social commitment steps to make things better around us. We encourage our agents to do the same. Telemarketing agents working with us are also interested in doing something for the society through Fusion BPO Services. These interests, along with our special urge to do something unique and new, are at the heart of our measures for the society.
In our social commitment measure, we use our BPO skills to help out the society in every way we can. We team up with NGOs so that we are able to provide call center services to helpline facilities that deal with counseling and children care. We have provided answering service support to projects that dealt with healthcare and therapy. These projects are what we do in addition to the profitable BPO service projects that we have. These are not for the money that comes with it. We do these projects because it gives us pleasure and a lot of satisfaction that we use as inspiration in our more monetarily profitable ventures.
Webinars are coming up fast as the latest lead generation tool. The primary reason is that call center units need some fresh Web 2.0 tools to make the difference. BPO work in the B2B sector is not as easy as it is in the B2C sector. Business heads are no longer willing to take your calls and talk to you. You have to engage them in a way that is productive and even if they are not doing business with you, they must feel that their time with you was worth it. That is why webinars are such a great idea for call center services who want to bag those big projects in the coming days. But not all call centers are able to conduct successful webinars. Here’s a Fusion special tip to make webinars productive.
The timing of the webinar makes a significant difference. The call center must schedule the webinar according to the convenience of the business heads that have agreed to participate. It’s a bad idea for a BPO to schedule a webinar in the morning. That is when these entrepreneurs are busy doing their work. Similarly, the early days of the week are not good ideas either. The ideal time for a B2B lead generation webinar is in the middle of the week and in the afternoon. That’s when you can expect maximum turn out. Obviously, if you are doing a global webinar, you have take the time zones into consideration.
Someone rightly said that motivation is like taking a bath: you need it every day! Fusion BPO Services thrives on the motivated call center agents that work for us. In order to keep their spirits and work commitment taut, we have motivational exercises at all times. Very recently we had an employee satisfaction survey. This was conducted among the telemarketing agents to find out what they feel about their work, the BPO service managers they report to and their opinion about the general conditions in our call centers. It was an anonymous vote that was done to find out how much we have achieved as a call center services firm and how much path is yet left to traverse.
Because it was an anonymous vote, the call center employees filled in their forms with due diligence. It was an exercise in motivation to make the BPO workers feel that they have a right to say in the scheme of things. If there will be some change that is required, it will be triggered by the telemarketing agents who work here. It’s like the ideal condition of a democratic workplace: employees modifying rules for their own benefit. The management of Fusion BPO Services has every reason to believe that they will be considering the opinion expressed by the employees and take suitable steps. We are already into the process of evaluation. Stay tuned for the results of the survey!
