admin, Author at Techmode Outsourcing Ltd

Reducing Call center shrinkage

January 12, 2016
by admin

Reducing Call center shrinkage

Call center shrinkage is the time tele agents are not productive due to breaks, meetings, training, vacation, illness, absenteeism, etc. Call center managers must be realistic when it comes to staffing. Often defined as a percentage, shrinkage is calculated by first defining what variables will be included and then defining how much time is needed for these things. Call center shrinkage can also be defined as a factor applied to the number of staff needed active on the phones, which will then reflect the number of staff that must be scheduled. Read more “Reducing Call center shrinkage” →

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Vision for the BPO sector in Mauritius

January 11, 2016
by admin

Vision for the BPO sector in Mauritius

The BPO sector and call centers sector have known an unprecedented massive expansion in Mauritius. 15 years ago there services were unknown to a great majority but today the players of this field employ thousands of people. The objective fixed by the government and the BPO sector is to create 15 000 additional employment in the outsourcing and information technology sector within five years. The very first measure that will be taken as from this month is the application of One to One recruitment. This implies that on every foreign employee a Mauritian will be recruited. For this, there will be a need to import in the long run foreign workforce to transfer know -how to Mauritians. Read more “Vision for the BPO sector in Mauritius” →

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Call Center Software – Is there a need?

January 5, 2016
by admin

Call Center Software – Is there a need?

A decade ago, most businesses would not have considered owning Call Center Software for their business telephone system unless they had a true call center environment. The cost was absolutely exorbitant for any other application, but with recent technology advancements it’s now time to ask, “Should I be using Call Center Software for my company?” The financial case for doing so is overwhelming in several new market niches.

Call Center Software is a suite of tools that enable contact center managers and agents to effectively serve their customers. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with CRM systems, multichannel queues to handle different kinds of customer communications and reporting. The different types of Call Center Software are:

Automatic Call Distributor (ACD)
Computer Telephony Integration (CTI)
Interactive Voice Response (IVR)
Predictive Dialer
Call Center Monitoring
Call Accounting Software
Call Analytics

Call Center Software can transform your office into an efficient and seamless customer service call center and your clients will never know if there are three or 300 customer service agents on the line. Effective call center solutions can direct incoming and outgoing calls based on your customer database. Call Center Software will help you:

Enhance customer service, as call center software gets your customers the answer they need more quickly.
Build customer satisfaction by cutting wait times with software call center solutions.
Reduce employment costs, using call center software to better allocate your agents’ time.
Improve efficiency and productivity, for instance, making use of call center software predictive dialing features for sales prospecting.
Provide detailed reports on operational metrics

There are a number of other useful features which help to make this product a necessity for so many businesses. With the development in technology and the advancement of many contact centers, you need to ensure that you stand out of the crowd.

About Techmode Outsourcing Ltd:

TECHMODE is present in Mauritius and in the region since 2007.Our services are classified upon corporate functions. We have different solutions for different business functions.

For more info please visit our website

Source: http://www.promero.com/, http://www.incontact.com/, http://www.business.com/

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Call centers in Mauritius- The big evolution

December 29, 2015
by admin

Call centers in Mauritius- The big evolution.

The evolution of Call centers in Mauritius has been a phenomenal advancement for the country. Mauritius emerged in the call center and BPO sector as a feasible destination for offshore activities in the early 90s. Read more “Call centers in Mauritius- The big evolution” →

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The BPO sector in Mauritius

December 21, 2015
by admin

The BPO sector in Mauritius

Situated at the heart of the Indian Ocean, Mauritius sets itself as a model of economic competitor in high demand as a major player in the outsourcing sector. According to a survey carried out by the Information, communication and telecommunication (ICT) sector, the BPO market is to grow at 5.9% per year through 2017. It was estimated by Gartner, an international market research firm, that the world BPO market size will reach US$250 billion by the end of 2015. Read more “The BPO sector in Mauritius” →

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Complaint management software in call centers

December 16, 2015
by admin

Complaint management software

Handling customer complaints and service requests all day can be stressful. However, with effective complaint handling tools, Complaint management (the process of how organizations handle, manage, respond to and report customer complaints) becomes easier. Complaint Complaint management software is used to record resolve and respond to customer complaints requests as well as facilitate any other feedback. Read more “Complaint management software in call centers” →

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The secret ingredients of a call center in Mauritius

December 9, 2015
by admin

The secret ingredients of a call center in Mauritius

In a context of economic globalization, the territories are in a global race condition to attract and retain businesses such as call centers, which benefit the development and intensification of telecommunications networks across World. Today, outsourcing call centers in Mauritius has become a norm for many global companies .Is this a good idea? Why choose a call center in Mauritius and not in other countries? The reasons are several.

The Mauritius offers them a variety of benefits that other countries do not offer, for example:

Many bilingual and skilled workforce
The call center in Mauritius have a skilled and trained workforce. The majority of employees are bilingual (English and French).

A favorable time difference
Maurice has a GMT offset + which allows the company to provide 24/7 service to their customers.

Competitive labor costs.
Another important factor for the world’s global organizations to outsource their operations to Mauritius call centers is because these call centers offer quality customer support services at the best rates.

Technology and high-end infrastructure
Call centers in Mauritius employ the latest technology, infrastructure and software to deliver high-quality customer support services.

A politically stable environment
The Mauritian government has extended its support to outsourcing and Mauritius legislation similar to that of the UK.

TECHMODE is present since the launch of the sector “outsourcing” in Mauritius in 2007 and in the Indian Ocean region. The company has technology, resources, tools and methods honed and validated during these years of experience. Our services are classified by corporate functions we have solutions for different business functions.

For more information visit our website or contact us on info@techmode-outsourcing.com Maurice: +230 403 41 18 | France: +00 33 1 70 36 45 72

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Tips for a safer outsourcing

December 9, 2015
by admin

Tips for a safer outsourcing

In the article, we will show you tips for a safe outsourcing.

It is a process that allows companies to respond quickly to a change in strategy and access more flexibility and simplicity, is recognized and used by many companies. The outsourcing approach is for a company to part of an activity previously carried out internally and to appeal to a specialized service company
Sounds risky? Not necessarily. Above some tips for you to outsource safely.

Get recommendations: Before giving the source of your income to just anyone (even someone you know), make sure the professional ethics of this person. Check with other clients on the following points: compliance with deadlines, task performance, reliability and availability of this person.
Sign a contract: Although it is only a short term project, you need to ensure your back. You must protect yourself legally and financially. Make sure that the consensual principle is respected and that each party is willing. Both parties must have the capacity to contract and understand all the terms of the contract before signing it. These conditions are met, the contract is valid upon signature.
Insist within: You must be very sharp on the project’s delay. It must be clearly mentioned in the agreement and in the folder.
Reversibility: Regarding reversibility, it will be important to specify in the contract clauses of the reversibility of customized needs. Likewise, it will provide for a termination clause and the possibility of imposing penalties on providers for failure to all other clauses.
Leave room for the revision: Bring constructive and relevant comments to ensure maximum results.
Be fair: An honest and respectable behavior with contractors when you outsource because it will make you enjoy a quality service and enjoy great results.
Outsourcing has Techmode secure solutions at the best state of the art for a safe outsourcing. We have customized and tailored to your needs to help you achieve a transition solutions, develop your projects more widely grow, grow and achieve your goals.

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CRM in BPO, how to better serve its customers

December 9, 2015
by admin

CRM in BPO, how to better serve its customers

CRM in BPO, how to better serve its customers with the scope, complexity and the growing customer demand analyzes? Or more precisely the CRM Customer Relationship Management enables organizations to better serve their customers through the introduction of processes and reliable procedures for interacting with them. CRM is one of the most widely delegated functions in business process outsourcing, the practice of hiring third party sources to operate certain aspects of a company.
The importance of CRM in any enterprise is that it is the most direct method through which customers can interact with companies. As such, CRM is practiced for three main reasons:
• To attract and convert new leads
• Keep all existing customers
• To help develop better ways to get and keep customers.
This is usually done by providing technical support, customer service and aggressive targeted marketing strategies.

Many companies practicing CRM BPO situations in order to better facilitate relationships with customers on a consistent basis with minimal costs. CRM is also made between the company and the BPO provider to help promote a mutually beneficial business relationship. This is especially true in outsourcing of outlets in different countries, where working conditions and practices tend to differ the main office of the company. CRM BPO in points helps both sides to rally together and organize the workflow, while simultaneously maintaining long-term relevance of the relationship.

Most companies engaged in BPO CRM systems for the following reasons:

Eliminate staffing issues external service providers typically manage the whole recruitment, training, planning and management of a team of call center agents. This can save your company time, money and headaches.
24/7 customer service for a fraction of the price: outsourcing CRM functions often allow companies to provide 24/7 customer support at a point that will not break the bank price.
Easily handle the volume of overflow calls: The outsourcing of part of your CRM operations to a service provider (which is solely responsible for responding to overflow calls during periods of high call volume) can be a valuable solution to an expensive problem.
Increase Business Continuity: When your CRM provider guarantees 100% availability, servers in multiple geographic locations, a staff dedicated to ensure the excellent quality of calls, you can be more confident with their ability to respond the needs of your customers.

Techmode manages more than 100,000 contracts throughout their lifecycle, from scoring to fence: setup, registration of accounts, follow the complaints, recovery, pre-litigation and litigation procedures.
For more information, contact Techmode Outsourcing Ltd on:

Mauritius: +230 403 41 18 | France: +00 33 1 70 36 45 72 or you can visit our website

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Customer loyalty

December 8, 2015
by admin

Customer loyalty

Customer retention is as important as increasing market share in a competitive environment increasingly exacerbated. Performance improvements to customer service, becomes a major challenge and a key focus of the strategy development and corporate sustainability. A study by Bain & Co., if the retention of the best customers of the company increased by 5%, this will cause an increase of 25-55% of the results performed by the company, which is a very significant result for business.

Customer loyalty is a key issue for the company. Satisfying customers is not enough to ensure loyalty. Indeed, it results from the satisfaction of the product or service and the intentional image (advertising and communication) of the company. Buyers better trained, better informed, better defining their needs, In particular conduits professional customer relationship to rethink their methods and organizations to offer support increasingly refined and corporate marketing actions based on an approach essentially qualitative operations conducted.

It is essential to develop a privileged relationship with its clients to show them that we care about them. Customer expectations change, then it is important to measure their satisfaction and ask them to make every effort to consistently meet their expectations. The company must be attentive and know how to treat the discontent of its customers. It must respond to troubleshoot problems.

There is a set of techniques to make a loyal customer to a product, a service, a business. The studies need to allow the company to design a product or the most suitable for the application service. To evaluate the satisfaction, the company will use the satisfaction surveys. It can then measure the consistency of their product, service and customer expectations. This tool offers him the opportunity to refocus and expand its offer. Finally, to better respond to the discontent and avoid disappointing a customer, the company will follow up and treatment of oral or written claims.

Finally, it is important to remember that the success of loyalty based on a genuine desire to offer impeccable service.

Source: www.relationclientmag.fr, http://www.qualiteperformance.org/