Back Office Services in India !

Today’s competitive world, global corporations are constantly required to improve their operational effectiveness to achieve better customer satisfaction and improve the shareholder value.

Call Centers can be considered as an extension of your Offshore Back Office for carrying out various kind of IT related activities any where in the world.

The Indian Call Centers provides comprehensive consulting services to efficiently restructure and deploy a cost-effective back office solution which includes all of the accounting, finance, and human resources functions that drive our customers' business needs in a variety of industries.

Vcare call centers India One of the company that provides back office services in India. Our trained Customer Care Representatives are capable of handling your back-end processing needs efficiently.

Call Center offer back Office services to:

• Insurance: Applications Processing, Verification, Claims Processing.
  
• Healthcare: Transcription, Claims & Collections, Verification, Scheduling.
  
• Legal: Transcription, Deposition Typing, Data Processing, Research, Collections.
  
• Data Processing and Digitization: Converting text & images to electronic form, creating text from other forms.
  
• Finance and Accounting: Book-keeping, Billing & Receivables, Payables, Claims Processing.
  
• Pre-publishing: Layout, Typing, Proofing, Printer-ready copies.
  
• Internet surfing and searching

Benefits: Back-Office Services reduce transaction-processing time, resulting in:

1. Decreased costs
2. Increased revenue
3. Enhanced operational efficiencies
4. Improved customer satisfaction.
   

Vcare call centers India inc. is looking forward to long-term strategic tie-ups/partnerships in various activities on exclusive or non-exclusive basis. Please let us know your requirements and we will get back to you as soon as possible.

We also offer Telemarketing Lists specifically targeted to produce Qualified Mortgage Leads, Debt Leads, Financial Leads, Business Leads, Consumer Leads, Investment Leads, Insurance Leads, Real Estate Leads and many other types of industry specific Sales Leads.

Posted by: Steven Robert
Sales & Marketing
Call Centers India Inc.

http://www.callcentersindia.com

Manage Next Gen in BPO

Young generation – As creative, confident and ambitious and the future of the workforce – brilliant, but also difficult to manage. They are the driving force behind the smooth running of today’s contact centre industry, but they can be difficult to manage and retain.

At work, as this is generally where the ‘how to manage’ scenario arises, they want their job to have purpose, be fun and want to feel that what they do counts. They also have a low boredom threshold and are keen to undergo new challenges and new experiences.

Managing young generation

The management and retention of young generation are disciplines which are inextricably linked. In a call centre environment you cannot expect to retain youngsters indefinitely – most intend to stay with an employer for as little as two years – and, to avoid disappointment, it is important to address the personal expectations of you and your young generation management team from the outset. The key is to manage ‘entertain me’ people in a way that leads to them being retained for slightly longer. Indeed, this is where a competitive advantage is conferred.

Getting down to basics, there’s no escaping the fact that contact centre work can be repetitive and unless you are a team leader or manager with additional reporting and management responsibilities, this is something which needs to be managed. Particularly in customer service roles, the fact that an individual agent is helping to deliver a service to customers or to answer a query should be positioned as rewarding work. Young Generation workers should be encouraged to take pride in things like satisfied customers and closed cases, depending on the business model concerned.

Where possible, engage this generation in projects which, for example, research how a given cluster of agents operate. Encourage them to develop rosters and rota’s or results totalisers and take ownership. You could even let them work from home. Also flag promotion as a relevant and a very achievable goal, and set clear timelines and deliverables. Make sure best practice and good work never goes unnoticed and encourage plenty of opportunities to socialize, celebrate and make sure the workplace is as fun as possible.

If unsure how to progress in any situation, a good rule of thumb is to intervene early. This ensures that poor quality working practices, repetitive behaviors driven by boredom, or whispering campaigns that fuel attrition are ‘nipped in the bud’ before they take hold. This generation thrives on attention and personal contact and does respond well to this kind of intervention if positioned positively. Equally, if someone wants to leave a role, sometimes it is healthy to work with them to find a way forward where they get to do a decent handover or have a timeframe in which to work while finding a new job. Bringing matters in to the open is something that earns the respect of Youngsters.

Points to help the Managing your Employee

1. Work with what you’ve got – there are, in many cases, fundamental cultural differences between young generation and older managers. These need to be understood and managed. Not resisted.

2. Be honest about your business and the opportunities that are available.

3. Manage the factors which motivate the individual and incentives accordingly.

4. Develop a more consultative style and empower individuals with talent before they slip through your fingers.

5. Make the workplace and operating procedures as logical and purposeful as possible.

Use training providers which challenge the individual and implement programmes which are, themselves, exciting. You get out what you put in.

Employers need to take action and work with their recruitment partners to engage with young generation, understand them, incentivise them and reap the rewards. Youngsters are the future of the workplace and have so much to offer. They are a resource that cannot and must not be wasted.

Posted by: Steven Robert
Sales & Marketing
Call Centers India Inc.
http://www.callcentersindia.com/

Internal Customer Service in an Organisation

Customer service is the set of behaviors that a business undertakes during its interaction with its customers. It can also refer to a specific person or desk which is set up to provide general assistance to customers.

Many organizational charts employ an inverted pyramid with customers at top. Some companies instead put their employees at the top. In many senses, the employees are management's customers. Corporate values that emphasize treating employees well translate to good customer care too. Does your organization value its people? Invariably, companies that care about their people can better ask their people to care about their customers.

Catering to Customer Service Needs :

Here are five tips for your organization to help strengthen its internal customer service orientation.

1. Employees should never complain within earshot of customers. It gives them the impression your company isn't well run, shaking their confidence in you.

2. Employees should never complain to customers about other department's employees. Who wants to patronize a company whose people don't get along with each other?

3. Employees at every level should strive to build bridges between departments. This can be done through cross training, joint picnics, parties or off-sites, or creative gatherings, as well as day-to-day niceties.

4. Utilize post mortems after joint projects so everyone can learn from the experience. You can mend fences and gain new understandings when everyone reviews what went right...or wrong. By doing so after the project the immediate pressure is off, yet stronger bonds can be forged while the experience is fresh in peoples' minds. Not doing so can result in lingering animosities that will exacerbate future collaborations.

5. Let your employees become "Customer for a Day" to experience firsthand what your customers experience when doing business with you.

By improving internal customer service you have just enhanced the customer service your external customers receive. You're walking your talk regarding customer service.

Posted by: Steven Robert
Sales & Marketing
Call Centers India Inc.

http://www.callcentersindia.com/

Why Indian call centers are better?

When I tell some prospective clients that workers in India will monitor their calls, I can feel the fear. They're worried that people for whom English is a second language won't be able to understand the nuances of what's being said in the calls. They think they won't get accurate quality scores out of Indian centers.

But those of us with long experience using India-based workers for call monitoring know that's just not a problem. In fact, there are many advantages – besides cost-savings – to using Indian workers. Some of the other pluses:

1. Better education. Generally, the education and work-experience level of agents is higher than in the U.S., as there are fewer better opportunities for well-trained workers compared with the job market in the States. In general, these workers' English is excellent. And since they're not speaking live with customers, their accent isn't an issue. NOTE THAT 100% of all BPO agents are typically college educated, and within HQ, 20% have advanced degrees.

2. Low turnover. Attrition in a typical US contact center is between 100 and 200% annually. In India, the percentage is generally more like 24% to 40%. Plus, call-monitoring jobs are highly desirable in the call-center world overseas, as they take place during regular local working hours. At the end of our work day, call-center managers transmit call recordings to India – where the sun is just coming up – and by the next morning U.S. time, those calls are evaluated and data is delivered and ready to use. The daytime work schedule in India means we can cherry pick the best agents from other centers, who've tired of the more-stressful job of answering live calls from U.S. consumers in the middle of the night India time.

3. More methodical. India is a land of engineers - much more process oriented than in the US. This process oriented culture is perfect for QA processes. They are basically tailor-made for evaluating the very detailed attributes our customers want to track. The results from our India centers are top-quality and very consistent.

Posted by: Sales & Marketing Team

Call Centers India Inc.
http://www.callcentersindia.com