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.