call-centre Archives - Page 8 of 8 - 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” →

Non classé

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 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” →

BPO

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” →

BPO

Common BPO mistakes

November 20, 2015
by admin

Common BPO mistakes

The term BPO is often confused with the term Call Center. BPO is the process of hiring another company to handle business activities ranging from data processing, back office support, recruitment, payroll, sales, customer service or technical support and telemarketing. A Call Center, on the other hand, is a form of BPO that deals with inbound and outbound calls providing sales, customer service or technical support, telemarketing, and phone surveys for their clients. In short, all call centers are BPO’s but not all BPO‘s are call centers. Read more “Common BPO mistakes” →