Hello All,

 

I have been outsourcing different Campaigns, both Outbound and Inbound, to centers across the world since last 18 months and have centers working for our clients in almost all major countries like US, UK, Canada, Netherlands, etc., apart from India and Philippines. I have worked with Centers like Sitel, Genpact, Accenture etc., and also with centers with only 5 seats, dealt with many centers who give utmost importance to quality and also with centers who doesnt understand the ABC's  of Quality.(That was the initial phase of CP)

 

We have many outsourcers and clients on our site who give their Campaigns to different Centers, and I guess every Campaign, let that be Sales, Lead Generation or even Surveys needs to maintain Quality standards. But whose responsibility is it to maintain the Quality parameters.

 

Center: Here is the answer which we recieved when we asked an explaination for a non quality sales from a center, "I was not told about this, that the customer has to agree to buy a product on the phone. You need to give us Do's and Dont's"

LOL, I feel sorry on myself that I am working with such centers.  (Someone come and kill me, plz) The center is suspended though. Most of the centers, including 50 seater centers in India doesnt have a Quality team at all, and thats a pretty serious issue. CP have decided that they will not give campaigns to centers that doesnt have a Quality team. 

 

Outsourcer: Thankfully, I dont work with many outsourcers, coz what I have seen is that most of them only forward my email to the centers and think, thats what is the definition of  "outsourcing". And thats how they would make hell lot of money. They wouldnt understand the meaning of quality, coz, they never even know what the product is, forget about quality. Though I am working with onIy a few outsourcers I am seriously thinking that I shouldnt be working with any outsourcers from now on

 

Client: They are the ones who suffer huge losses because of the non quality, most of My clients take care of training themselves and some leave it to us to train the centers, many of them send weekly updates on their products to these different centers. Most of the training is provided online either by me, my trainer or the Client. Still most of the agents might not understand even the basics of the product, and they start selling or generating leads.

 

I have decided that from now on, for every campaign we outsource, after the training, either the Client or CP will take a test and certify the agent fit to dial for his Campaign. There are no costs involved in this, but we are making this mandatory as we at CP, understand what the term "Quality" means. These steps are taken to safeguard the interests of everyone, and I would recommend every outsourcer there to follow these.

 

I would appreciate if members can suggest me more such steps which can help everyone with us.

 

Thanks,

Swapneal Rathi

www.campaignprovider.com

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Replies

  • What I wud suggest you is to give a center a CALL FLOW MODEL that they need to follow strictly... Include parameters like that and call quality to be maintained too... that might help...... ALL IN WIN WIN Situation....
  • Hey all,

     

    Thanks for the reply, I am starting a setup (only for Quality monitoring ) for one of my Clients, and am planning to do the quality monitoring from our end for all my centers before submitting any sales/leads to my clients. And a couple of my clients have given a green signal for this. 

     

    I will consider all the suggestions given by the members, am also looking for more suggestions on this.

     

    Thanks,

    Swapneal Rathi

    www.campaignprovider.com

    CampaignProvider
    Find all the call center campaigns here. Outbound, Inbound, Voice Non Voice etc.,
  • I have a suggestion.

     

    There should also be a regular monitoring and quality parameters are to be set in place already which the centers should meet. A weekly/ Daily submission of quality reports should be essential. Which should have parameters like (1) Call Opening (2) Call Closure (3) Objection Handling (4) Customer Feedback etc.

     

    In case if you require more assistance, you can e-mail me at - vikasmalhotra83@gmail.com.

     

    Thanks,

     

    Vikas Malhotra

     

    E-Licit Global Services

    +91 8889444405

  • LOL... What you wrote about OUTSOURCING and OUTSOURCERS are absolutely correct and well said... THEY ONLY know how to FORWARD EMAIL WITH UPFRONTS DOUBLED.... I Usually get these emails a lot... THSE PEOPLE DONT EVEN KNOW THE MEANING OF OUTSOURCING.......

     

    D D MITTAL

    DIRECTOR

    SPRUCE SYSTEMS PVT LTD

  • HI

    why not we outsourcer can put our quality team in center to maintain the quality of product or lead.

    Thanks
    keith
  • True...!! There is a golden rule in place that, ''it's never too late''. Anyways thanks for your revert.

    swapneal said:

    Thanks Saahil,

    Yes, I should have implemented these long before, couldnt do it as was concentrating on other aspects which are as important as Quality. Also just for everyone's information, we only work with a handfull of centers on each campaign so that we can concentrate on all aspects of the campaign + wouldnt want to dilute it. 

    We want to see that we create a win-win situation for all parties.

     

    Thanks,

    Swapneal Rathi

    www.campaignprovider.com 


    Saahil Shah said:

    Appreciated....!!!!! It should have been implemented long before... Anyways nice move to save hard earned money of people out here.... :-)
  • Thanks Saahil,

    Yes, I should have implemented these long before, couldnt do it as was concentrating on other aspects which are as important as Quality. Also just for everyone's information, we only work with a handfull of centers on each campaign so that we can concentrate on all aspects of the campaign + wouldnt want to dilute it. 

    We want to see that we create a win-win situation for all parties.

     

    Thanks,

    Swapneal Rathi

    www.campaignprovider.com 


    Saahil Shah said:

    Appreciated....!!!!! It should have been implemented long before... Anyways nice move to save hard earned money of people out here.... :-)
    CampaignProvider
    Find all the call center campaigns here. Outbound, Inbound, Voice Non Voice etc.,
  • Appreciated....!!!!! It should have been implemented long before... Anyways nice move to save hard earned money of people out here.... :-)
  • Hi , This is Ashes from kolkata , I need your help regarding softwrae as I need to start as I have a good tem from TCS and IBM . I need software process for dot net,php and others , pls reply asap.

     

    Regards

    Ashes

    a.bpobusiness@gmail.com

  • Hi Swapneal, I come from Travel Industry where we had to maintain certain quality and all calls made were checked by the Quality team. This was one of the SOPs we had but maintaining this type of team requires investment, which eventually pays you back in a long term.

    If you can deliver quality then can ask for a price of your choice.
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