It’s important to check the call volume at the inbound call center desk because the BPO managers will schedule shifts accordingly. Too many agents in the answering service team would mean that many of them will not have many calls to receive. So, they have to sit idle and that is taxing on the resources of the BPO service unit. In the same vein, too less number of agents would mean that there is too much of pressure on the phone answering agents. That would increase the hold time and the callers will not be able to have the kind of customer care experience that they are looking for. We are very particular about it.

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.

In fusing the two, we want to cut down on the aspect of passing the buck in answering service. We want the customers to use the recorded phone answering service when they want to get to the information quickly. A call center agent will be following the caller’s inputs. The agent will help the caller get to what they are looking for without going live. That way the caller gets to their desired information without having to speak to anyone at the inbound call center team. If they wish to do so, they can avail that option at any time during the call.

In this melee, we may have missed out on better training modules for our call center agents. The management team with Fusion BPO Services is looking into that. We are also interested in getting the Benefits and Welfare section up to the mark. As we take the blame for the weaker areas and assure our telemarketing agents to make things better, we also praise our team leaders and supervisors for keeping them motivated and being such a positive force for the answering service agents. It’s because of them and their team work that our BPO service is doing great things for the company as well as our clients.

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.

Fusion BPO Services believes in building relationships at the workplace. These sessions are just manifestations of what we want to do for our call center teams. They contribute immensely to the growth of our BPO units. They have a huge impact on our success and we feel obliged to give something back to them. We see these initiatives as emotional investments in our team members to make them feel that the organization cares and supports them wholeheartedly. We also offer leaves and other benefits to our call center services executives to help them prepare for exams and upgrade themselves.

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.

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.

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.

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!