Generating Efficiency through Well Designed BPO Process Flow
Accelerate your business with BPO services. When you choose a call center for a process, the emphasis should be on smooth and customized process-flow and effectiveness. At Fusion BPO, our well trained and experienced professionals emphasize on promoting and maintaining a well-designed and standardized call center process flow. BPO process helps eliminate use of unwanted hierarchies and persistent work differentiation amongst employees. This results in simplified tasks and produces best results in lesser time.
Fusion BPO's operational approach is based on the objective of gaining maximum productivity using cost-friendly business techniques. Fusion BPO Services replaces the usual hierarchies by more process-specific guidelines with each person working as an integral part of the whole unit and contributing to efficiency.
Call Center Process Flow at Fusion BPO Services:
At Fusion, the BPO approach is designed to meet challenges of minute-to-minute transactional intensity, scalability and process improvement.
• Effective one-on-one coaching of agents in small teams (5-7). It's a joint effort of the team members and the coach to reach targets which increases efficiency and increases team support.
• Shift HR/Admin Manager is responsible for Employee Satisfaction (ESAT), Attendance, Attrition, Counseling etc.
• Process Engineering Team conducts continuous improvement projects and shares best practices across programs.
• Customer Management focuses on customer interaction and management.
• QC Team is responsible for process audits/QA, Quality training and sends feedback to Coaches/Process Engineering Team.
Call Center Process Flow at Fusion BPO Services:
At Fusion BPO the process flow begins with recruitment, followed by induction and training and finally a transition management period (3 weeks). On a more detailed scale, we follow these following steps:
Planning: The entire process in offering enhanced BPO solution is planned and suitable to the business requirement. A hypothesis-driven approach is developed with attention given to details at the minutest level.
Training: At Fusion BPO the essential needs of training and the standards for trainer certification is generated. A tollgate approach to evaluation and a simulation of the actual process helps our employees maintain standards of quality and productivity that we adhere to.
MIS/Analytics: Management Information System (MIS) is an automated system that collects, manipulates, and disseminates data or information in a user-friendly format. Detailing of MIS requirements, define exception formats and make information available online are the prime priorities at Fusion BPO Services.
Floor Management: Visual aids are developed and an online FAQ/Knowledge base is defined. A "Quality Circle" approach to team briefing is followed with Daily Exception Report from MIS/Analytics. Daily tasks are assigned to the coaches/performance enhancement team. This way, Fusion BPO Services guarantees all its customers a performance level that is unsurpassable.
Performance Management: The performance management of formal re-training based on weekly performance scores encompassing SLAs and call monitoring. Also, compulsory knowledge assessment tests for all agents and coaches are carried out every month to keep them update with the changes in the system, if any. The agents undergo continuous and ongoing refresher training.
The well designed and planned process flow has made Fusion BPO services well-known in the call center industry. The efficiency is implemented for quality business result generation for clients concerned.
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