Surveys have revealed that call center hiring managers generally prefer employees in the age group of 27 and 45 years. The call centers stick to this spectrum because younger agents tend to be fickle-minded and job hoppers. It is very difficult to keep them tied to the BPO job. On the other end, employees tend to have inhibitions about working graveyard shifts and longer working hours because of health reasons. However, hiring managers of call center outsourcing units generally prefer employees on the higher end of the spectrum because such agents are usually stable about their jobs. They don’t have the instinct of looking around for better jobs. They are also serious about their work.
That is not to mean that the call center agents who are seniors in terms of age offer better quality work. Hiring managers who pick up talents for call centers have realized this from experience. A major reason is that every BPO project is unique from each other. There is no reason why an experienced agent has a better hold over a certain telemarketing project as opposed to a less experienced but skilled agent. Younger employees are also ready to learn, experiment and innovate. At the end of the day, it’s the attitude of the employee that makes a difference.
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The poll results conducted among the telemarketing agents working for us threw up some interesting results. While the satisfaction levels with our call center units and the work of the BPO agents seem to be satisfactory, there are some areas where we need to improve. The vital area that needs improvement is our training facilities for call center services. It looks like we need a stronger schedule to train our agents in the projects that we are taking on. We must admit that the work has been rather hectic at present. Because of our impeccable record in the BPO service, we are recommended by our clients to their business peers. That keeps the projects coming for us.
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.
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.
