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People, Process And Technology: Three Key Practices Of Good Call Centres
Last October, 2010, the Philippines had been given the Offshoring Destination of the Year Award for the third time by the United Kingdom's National Outsourcing Association. The NOA is a 20 year-old not-for-profit organisation which ensures success and effectiveness in outsourcing. This event and the organisation's oversight to outsourcers is a clear indication of the Britain's support with the business process outsourcing (BPO).

If you are to outsource your lead generation services to offshore companies, you must have a clear picture of how a good call centre do its business operations and how best practices work inside the telemarketing firms. These practices have three categories which are the people, process and technology. Each heading is equally important with the others and a removal of one category will paralyze contact center operations. Let us dig deeper to the specific details of each factor.

PEOPLE

For obvious reasons,[link widoczny dla zalogowanych], sales leads will never be flowing in your sales pipeline without these people known professionally as telemarketers. The cutting edge technology and impeccable processes are useless without the right people who will do the jobs of cold-calling, appointment setting and other jobs.

A call centre representative should have a combination of skills, discipline, exemplary conduct and passion to do his/her job properly. The set of skills include good communication abilities to relay messages and intention clearly so that the prospects will understand the content. Furthermore, listening skills aid representatives to appropriately interpret the side of the sales leads. This, in turn, builds rapport and relationship. On the other hand, exceptional language abilities of the agents will be the remedy to multicultural barrier. Prowess in sales and marketing is the tool in introducing and branding a particular product/service. Speech,[link widoczny dla zalogowanych], on the contrary, serves as the medium which attract and persuade prospects to keep the conversation going. To maintain and enhance the arsenal of skills, it takes constant discipline to do so.

Aside from abilities, the conduct of call centre agents must be exemplary. More often than not, discourteous agents do have fat chance that a prospect will talk to them. Pleasantries such as a simple Thank you! or Please greatly help.

Good call centres have these skilled, dedicated and polite professional telemarketers. Furthermore, they empower them to increase motivation and work satisfaction.

PROCESS

As defined, process pertains to how work gets done from the inputs to outputs. Effective telemarketing service providers are procedure-driven as seen by their commitment to process improvements. Needless to say, they seek certifications from International Organization for Standardization (ISO) and outsourcing quality-control programs like the National Outsourcing Association (NOA) from the Great Britain.

The growth of call centers can be attributed to a need for better processes. They directly respond to continuous improvement. This process can be broken down into performance measurement and reporting, workforce management and scheduling, system maintenance,[link widoczny dla zalogowanych], disaster recovery, training, coaching and performance evaluations, hiring and new employee orientation and budgeting.

TECHNOLOGY

Just like a pool of manpower and effective process, technology is vital in the performance of call centres. An awful technology will color disaster in the operations even when a telemarketing company is manned with excellent representatives and powered with best the best processes. However, the good one will spell success. Telemarketers works better and the procedures tend to be more effectual.

This technology must have specialised applications, integration of phones and computers or the so-called computer-telephony integration (CTI) and telecommunications technology. Specialised applications include but not limited to contact management software, help-desk software,[link widoczny dla zalogowanych], knowledge-management software, sales and marketing software, billing and order system and reservation system. CTI applications consists of mandatory data entry, soft-phone functionality, enhanced reporting, idle-time training, coordinated screen transfer, call routing, dynamic scripting and call blending. Telecommunications technology encompasses automatic number identification (ANI), predictive dialing, Voice over Internet Protocol (VoIP), interactive voice response (IVR) and dynamic network routing.
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