I can’t say if Time is a healer, but it is certainly a great teacher. The changing metrics of business has prompted BPO firms to step up the ante. Aggression is being added to skill-sets in generous dozes. Phone answering service managers and supervisors are turning on the heat. The inbound call center agents are under pressure to perform.
The margin for error is getting narrower by the day. The agents are being advised to go in for high-octane persuasive telemarketing to push for sales. The trick is to get as much work done as possible. Resources are being utilized to the hilt to optimize the cost of running and maintaining a call centre unit.
You cannot really blame the BPO firms for adopting this technique. Clients who are hiring these phone answering services want instant results. Previously, they were willing to allow the call center some cushion of time. It meant that the answering service agents had time to get themselves acclimatized to the project that they would be working on.
That privilege is completely missing in the new-age model. In the new scheme of things, the inbound call center agents have to meet targets from Day 1. However, industry experts advise call centre units to provide adequate time before the agents hit the floor.
