Fusion BPO Services has always taken a keen interest in the study of BPO service trends. We keep a tab on the business process outsourcing industry in a way that we do not miss out on anything that is happening in the sector. We have been following this emerging trend of call center units tying up with other call centers or business firms to present a united front. The aim is clear. We want to face the challenges that we are headed towards in the near future. The recession has taught us some valuable lessons in business. More than anything, it has taught us not to take anything for granted. BPO service units often tie up so that they can complement in each other in terms of resources and also in terms of market. When you join hands, you can fuse your telemarketing clients as well.

We have not shied away from having business partnerships and acquisitions as well. We have acquired the Canadian financial firm, Centennial Marketing Group. We hope to extend our call center services to the financial sector in Canada and other territories through this tie-up. Diversification into telemarketing services that we have not done in the past is something that always poses a pleasant challenge. We do not want to be limited to certain aspects of the BPO sector only. The studies of respected firms like Gartner tell us that we must adapt and build ourselves to combat the threat of being obliterated through sheer stagnation.

Feedback is important for anyone who’s performing some task or activity. The same goes for the call center units. There are BPO experts who say that monitoring the answering service agents and listening in on their calls can be unnerving for the agents. However, this is just a shallow way to look at the aspect of monitoring. Phone answering agents can be monitored without making them feel the heat. The way to do that is constructive criticism. If you are holding forth a session to evaluate how your inbound call center team is performing, make sure that you don’t look for scapegoats. Make them feel part of a discussion that is being conducted for the benefit of everyone.

Fusion BPO Services feels that there is a lot of strength in the aspect of positive feedback. We have noted that call center agents like to be praised in the presence of their peers, much as they hate being pulled up for censure. Team leaders for answering service agents can pick up an individual agent’s faults and generalize them to coach the entire team. That way everyone learns and no one feels the pinch. Such ways of performance evaluation will go a long way in stringing together a team that sticks and works together.

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.

Be it any business that you are a part of, adaptability is the first step towards achievement. This tenet is true for the call center industry as well. Fusion BPO Services has noticed that changing our call center services to incorporate newer methods of doing work has driven results for us. For example, when we found some problems with the telemarketing calls to use for lead generation, we launched our web marketing division. Now we conduct sales lead generation for our business clients online. That does not mean that we have done away with our telemarketing services. We try to strike a balance between our online and offline methods for better results.

It’s not just in the macro matters that we have tried adaptability. Our BPO units have also tried to break down the divisions of telemarketing and lead generation into processes and building blocks. Then we have tried to inject the modern methods of doing call center services. We have used the latest technology and software. We have trained the agents at our call centers so that they are equipped to handle these resources. Like successful business firms, our BPO service units are ready to embrace change if it benefits our business or that of our clients. We realize that innovation and adaptability are two sides of the same coin.