Featured Archives - Techmode Outsourcing Ltd

Call centers in Mauritius- Ease your business operations

February 23, 2017
by admin

Call centers in Mauritius- Ease your business operations

Call centers in Mauritius has taken innovative steps to enhance the business operations and BPO sector in the past years. The country has successfully developed this industry through investments in infrastructure, intelligence and innovation. With 700 call centers/BPO based enterprises, the country holds one of the richest and advanced business operations and technological ecosystems in Africa. The industry which currently employs over 21,500 professionals is being increasingly leveraged as a value-added destination.

ICT/BPO Industry Review 2016 Highlights

The key drivers highlighted in the 2016 Survey include:

Increase of 7% in terms of number of operational companies to reach 750 companies;

35% of the industry consists of start-ups (employing 1 to 9 people) and are at the vanguard of digital marketing, social media and web development services;

IT outsourcing is showing an expansion trend with an increase of 3% in terms of companies engaged in the development of software solutions. Nearly 353 companies operate within this segment with multiple companies offering new innovative business operations such as software as a service.

Within the BPO segment, an increase of 16% was noted with regard to the number of companies providing both multichannel activities. It is expected that this trend shall continue given the global shift from voice to digital interactions.

The industry has also maintained its strength towards high-end activities. Total employment in the ICT-BPO industry has crossed the 20 000 threshold and presently stands at 23 000. The call centers in Mauritius/BPO segment remains the main generator for jobs with 53% of total employment in the segment of call centres, BPO non-voice and shared services.

It is recalled that the 2016 Survey has taken nearly two months from conception to completion of the Report. A hybrid data collection methodology was used to assess the Industry’s performance by using online surveys, emails, phone conversations, and one to one meetings as well as on-site visits.

About Techmode Outsourcing Ltd

Techmode Outsourcing, a leading call center in Mauritius offers its advanced business operationsfor an effective outsourcing. Our personalized services will help you make a transition, develop your projects, extend further, progress and meet objectives. Contact us for more info

business

This man tried these 4 things and instantly became…

January 27, 2017
by admin

This man tried these 4 things and instantly became successful in his business

Change often stems from external factors; There are numerous things that humans will never be able to control, and yet there are men who are trying.
Successful people embrace change. They are open-minded and have no issues when a change of opinion intervenes. This difference between these chaps who embrace change and other struggling entrepreneurs is that they can change opinion very fast.
Below, the example of this entrepreneur who has tried these four ways of doing it, and immediately start seeing the results.:
• “I will take action despite adversity”
A great role model is Bamidele Onibalusi, a Nigerian-born businessman and freelance writer who serves as an inspiration to thousands of aspiring writers and entrepreneurs. Since he was 16, he wanted to make money online. Despite the lack of access to a computer and the Internet, he proposed a partnership to a coffee owner to install computers and internet in the cafe. This partnership lasted a few months, with no concrete results.
He then explored other avenues, despite his circumstances, to make his dream come true. In his first eight months of blogging, he published roughly 270 guest posts in highly regarded publications, such as Business Insider and Problogger. One of his articles titled “30 Websites that Pay You to publish an article, Instantly” has gained over 200 000 views in the past four years (this is probably a lot higher now).People began noticing him. Requests poured in. At the age of 18, he was one of Nigeria, top bloggers. He currently has his own website entitled Writers in Charge, where he inspires writers and aspiring writers to become truly in charge of their writing career. He also has a commercial fish farm.
• “There is always a solution to any problem.”
Many people feel that life is too hard. As a result, they give up to easily. Consider for example someone without any development skills who would like to launch a website. Due to the high level of technicity in the setting up of a website (hosting, domain registration, the use of WordPress, designing and countless other things to do and to master), you may easily get discouraged.
• Many people would give up before they have even started because the to-do things list is out of reach. The reality is that there are always solutions to these problems. You can easily learn basic coding on free websites in a few of months or you can just learn tutorials on Youtube or again you can simply outsource the project to a qualified person. Successful people have a “solution over problem and not the other way round” mindset

“I will always be proactive.”
In today’s business world, you cannot just have an idea, create a product, sell it to the world and be successful, this will never be happen. Of course you might get a few customers or so-called early adopters, but to have a genuine success in a business, you need to have a clear strategy. You need to proactively work on every aspect surrounding the success of your product. Nobody is going to tell you what to do. You need to define your audience, know them by heart and then find a way to tell them about your product without harassing them and create genuine interest in your product or service. Adopt the “I will always be proactive” mindset.

• I will always be positive.”
Mindful research studies show that power of positive thinking and negative thinking has a direct impact on people’s lives. Positive thoughts lead to positive actions which usually lead to successful results, and even if it is a failure, the positive thought teaches you how to react in a difficult situation. If you spend time focusing on what’s not working and what is going wrong, you cripple your progress.
Change your mindset to focus on positive aspects of your business and what you can do to improve it, you will actually start to make positive progress towards achieving positive results.
You have a business idea and want to develop it? Contact Techmode Outsourcing today, we have the resources to help you foster and turn your idea into a solid business which will become successful.

business

Beware of these 5 silent business killers

January 12, 2017
by admin

Beware of these 5 silent business killers

If you truly want to impress your customers with an awesome experience, an experience which gives them no reason to ever consider leaving you for a competitor, you need to:
(1) Track your customers
(2) Make their feedback actionable
(3) Develop a holistic view of the experience you are offering them.
If you are experiencing any of the following five problems, you absolutely need to consider ways to improve your customer experience.
1) Beware: You are losing your customers!
Based on a Research made by French company MYFEELBACK, the study showed that a typical business only hears from about 4% of its dissatisfied customers. The other 96% just leave. What’s worse is that 91% of these people never come back. A good customer feedback program allows you to identify areas that need to be improved in your business so as to keep customers.
2) Beware: You are not providing customers a smooth experience!
95% of unsatisified customers will do business with you again if you handle their problems with professionalism and in a timely manner. But if problems are growing and that your team is not able to address the problems quickly, you will lose your customers forever, which will could result into a closure if you do not ring the bell
3) Beware: You are not providing customer a consistent experience!
Your customers are no doubt doing business with you via multiple channels but these various experiences always lead to just one overall impression of your company. And when customer information is not shared across these channels, the customer will have an inconsistent experience which could easily lead to a negative perception of your business. 92% of surveyed companies have found a clear correlation between declining customer satisfaction and inconsistent service. Multi-channel customer feedback will help to ensure smoother business operations.
4) Beware: Your customers are not saying good things about you!
90% of customers are influenced by online reviews so you cannot leave unanswered messages on social networks. You need to think proactively: address your customers’ complaints before they share them with the rest of the world. Regularly gathering feedback will give you plenty of opportunities to address problems with customers before those problems become public knowledge.

•5) Beware: You don’t know what sets you apart from the competition!

Clearly, today’s market place is highly competitive with 89% of businesses competing primarily on customer experience. But if you don’t know how your experience holds up against that of the competition, you are operating at a disadvantage.
Customer feedback is, without question, your best tool for making sure you are delivering an experience to the level of your customer’s importance to your business. Let insights from your customers guide you to improve your customer service. In the end, the more you are able to align your business operations with your customers’ expectations, the more success you will have

Contact Techmode Outsourcing for effective outsourcing solutions. We can help you to reach this level of high quality customer service and operation.

business

Intelligent Reconnect – the solution for never losing a…

January 12, 2017
by admin

Intelligent Reconnect – the solution for never losing a call again

It often happens that during an important call with a call center, the call just suddenly cuts off. The most annoying thing is that when you dial the number again, you are either stuck at the bottom of the queue or connected to another agent who knows nothing about your problem and you have to explain again from the start. This can prove to be really frustrating and time wasting.
Fortunately, to get rid of this major issue, a new software, Intelligent Reconnect, was designed by Talk desk. Intelligent Reconnect is an industry-first feature that routes customers who have been accidentally disconnected directly to the agent who fielded their initial call.
In the event that the agent is no longer available, the caller will be automatically placed at the front of the queue. Intelligent Reconnect allows disconnected callers and agents to resume their conversations right where they left off.

How does Intelligent Reconnect work?

When disconnected callers dial back, Intelligent Reconnect will ask them whether or not they would like to be reconnected with the previous agent. If they opt out, they will be routed to the main IVR menu and the call will be treated as a newly received call. Providing the option of being sent back to the main menu allows callers to enter a new call queue or reach a different agent.

Occasionally, the agent who picked up the initial call will not be available. This can happen if customers have already taken another customer’s call. In these instances, the customer’s call will be routed to the top of the original tail.
Intelligent Reconnect is more than just an innovative call center software feature. It’s an easy way to create an excellent caller experience. Here’s why:
1. Callers feel valued
2. Faster problem solving
3. Wait time minimized
If you are looking for a great customer service, Techmode Outsourcing ltd is exactly what you are looking for.

Techmode Outsourcing Ltd has proven and validated technologies, resources, tools and methods during its years of experience. Our personalized services will help you make a transition, develop your projects, expand progress and reach your objectives.

CALL CENTRE

Top trends of the Outsourcing Industry in 2017?

January 4, 2017
by admin

Top trends of the Outsourcing Industry in 2017?

Outsourcing has revolutionized the way businesses operate today, evolving with time, to match industry developments. The race to deliver the most affordable and efficient services is increasing each year. The outsourcing strategy is evolving rapidly besides the changing business dynamics. This gives a competitive advantage to companies which outsource part or their entire activity to reliable partners.
However, 2017 will see further development and innovation in this segment with trends specifically related to cloud technology, social responsibility, and data security. This year the trends mentioned below will influence the outsourcing industry:

• Data Security Becomes Top Priority:

Development of new technologies has raised important security concerns, while internet of things (IoT) prevalence further intensifies the risks. Thus, 2017 is expected to see the emergence of Security-as-a-Service, offered by security expert companies, all backed-up by BPO companies. Enterprises and outsourcing agencies will strive to protect the data with advanced measures, irrespective of its size and location.

• The Demand for Higher Efficiency:

The outsourcing industry is inclining towards offering more efficient services by automating processes. The next focus will be on increasing automation and scalability with an emphasis on the development of reusable platforms to deliver efficient tech support for the IoT.

• The Robotic Process Automation:

The Robotic process automation is on its way to increase the ease and efficiency of the business processes.
The automation will ensure increased productivity at reduced costs through a quality process execution, using software robots to replace humans for repetitive tasks. However, a rise in this trend will have an economic impact in the management and re-distribution of manual (humans) and automated tasks (robotics). New agreements between vendors and clients have to be reviewed and the government has to amend laws in relation to labor force accordingly like for example, protection of employees.

• The Buyer-Oriented Contracts:

Instead of fixed vendor-specific terms, the trend is changing with contracts to be formed as per buyers’ needs. Businesses will now be able to get contracts framed with favorable legal & commercial conditions variable upon their needs. It is a “pay as you sell” trend.

• The mighty Cloud:

The Cloud technology is set to become the next trendsetter for the outsourcing market, with more businesses moving to cloud-based softwares this year. This will enable outsourcing companies to deliver improved and innovative services, by analyzing the BIG DATA to understand their client’s needs. This will lead to an increased efficiency in business processes and thus higher turnovers for all parties.

• The Socially Responsible Outsourcing (Impact Outsourcing)

A new social responsibility based model for business process delivery is expected to gain attraction in 2017. The focus of this model is to empower socioeconomically disadvantaged workers in BPO centers. The Everest Group estimates the current employment under “impact outsourcing” at 2,400,000 and is expected to grow this year. Companies working towards social responsibility and diversity goals will also receive various grants and help from their countries’ government.

Techmode Outsourcing Ltd enhances greatly its services every year to accommodate greatly to the new trends. This leads to improved services into outsourcing industry. Techmode Outsourcing, since it’s existence in 2007, has been one of the pillars in this industry and continues to improve.

BPO

3 key tasks every Entrepreneur should outsource

December 29, 2016
by admin

3 key tasks every Entrepreneur should outsource:

Outsourcing is not an unfamiliar word in the entrepreneurial sphere. More and more entrepreneurs are trying to infuse this tactic in their business to be more productive.

First, it is important for the entrepreneur to know and plan which areas of their businesses are better suited to be outsourced to an agency or group of freelancers.

There is no doubt that there are parts of your business that you would prefer outsource for multiple and obvious reasons. Why spend days or weeks working on tasks that are simply frustrating for you? Would it not be better to outsource those things to someone who has a track record of delivering superb results?

In times where competition is at an all-time high, it is pertinent to maximize productivity by leveraging other people’s time. Outsourcing is your most important form of leverage. If you want to grow your business fast or even put your business on auto-pilot, nothing will be more important than outsourcing. Here are some key tasks that you as an entrepreneur should outsource:

Bookkeeping

Research from the American Psychological Association shows that when multiple projects are managed at once, there is a 40% drop in productivity. Projects move forward slower, and stress levels are at their peaks.

“Juggling is an illusion,” writes Gary Keller, chairman of Keller Williams Realty. “In reality, the balls are being independently caught and thrown in rapid succession. It is actually task-switching.” On average, multitasking costs the global economy more than $400 billion annually.

Payroll

“Payroll” goes well beyond simply calculating the salary payouts for employees. One mistake with payroll can trigger tax audits and make your company lose thousands of dollars.

In 2014 alone, the IRS levied more than $2 billion in fines against small businesses as a result of mistakes, omissions and improper filings.

Rather than handling your own payroll, or maintaining the overhead of a full-time accountant, the outsourcing your payroll to a reliable service is a good idea. Companies like Wagepoint or Intuit can help you avoid costly mistakes, and free up your time so you can focus on running your business.

Scheduling and administrative tasks

It’s easy to get bogged down in dozens of small tasks that take up your time each day. As a small business owner, you need to focus on your core processes to grow your business. When you hire a virtual assistant, you’re paying only for the hours in which tasks are being handled, and you can eliminate a lot of wasted time spent on emails, appointment-setting and other repetitive tasks. When you automate employee scheduling tasks using software, you can focus more on the big picture.

There are a lot of areas to outsource. Have a look at your team work, your processes and the work you have to do on a regular basis. Consider outsourcing those areas where you and your team struggle to complete day to day tasks. Also, look at the difference in costs between a full-time hire and outsourcing. That difference alone could help you decide.
Techmode Outsourcing Ltd is there to help you outsource your payroll, accounting or management.

Resources: https://www.entrepreneur.com/article/277914

BPO

Why tone of voice is a crucial factor in…

December 28, 2016
by admin

Why tone of voice is a crucial factor in customer service?

How to use the right tone with your online customers? How can tone make an impact on the way our words are interpreted? Well, the main reason is that our brain processes the words we hear differently from the tone in which we hear them.
In fact, Sophie Scott, a neurobiology researcher at University College London, published a study suggesting that words and tone are sent to two completely different parts of our brain:

You can use the power of positive words in customer service to make your customers haven confidence in your product or service. It’s simple but powerful: just by removing a few negative words from our customer interactions, we can completely change the perceptions of our conversation.
As we saw with the dangers of being negative when saying “no,” even if it was not a negative statement, the right tone depends a lot on the situation. It also depends on the specific customer. But there’s good news: simply by practicing at being positive in conversations, you can develop the ability to change each customer’s tone and mood, and adjust your tone appropriately in the given situation.

Perfecting Your Tone for excellent customer service

One of the biggest challenges of finding the best tone is that there’s no “right” answer that works every time.
It depends on you, your brand, your voice and perhaps more importantly, your customers; who they are; and how they feel in a given situation. Learning to pick up on your customers’ subtle cues makes delivering service in the right tone of voice much easier.
But in every customer service experience, every single interaction is a chance to perfect your technique. So by starting with a few research-backed guidelines and practicing changes to your tone in every interaction, you will reach the expert level in very little time.

BPO

Why the gaming industry greatly depends on outsourcing?

June 10, 2016September 22, 2017
by admin

Why the gaming industry greatly depends on outsourcing?

The process of outsourcing in the console and online gaming industry is mainly about delegating many tasks to independent studios, artists, and programmers. These tasks consist of mainly 2D or 3D animation or character design. Back in the day, gaming creative studios used to have their own in-house artists and programmers.
Things have changed with the sharing economy. Outsourcing is no longer a risky practice in the console or online gaming industry. Read more “Why the gaming industry greatly depends on outsourcing?” →

BPO

How Can Telemarketing Help My Business?

June 3, 2016September 22, 2017
by admin

How Can Telemarketing Help My Business?

You want your company to make profits? As we all know, sales is equal to profit. Sales are generated from maintaining present clients and by acquiring new clients. Acquisition of new leads itself takes time, and creates lack of attention on other areas of your business causing growth to slow down. Read more “How Can Telemarketing Help My Business?” →

BPO

How Apple won the heart of a little girl…

April 11, 2016
by admin

How Apple won the heart of a little girl for the rest of her life?

Apple has been always referred as the best customer service provider in the technology industry. The company stays strong in the first place in the ranking of companies offering excellent customer service. Read more “How Apple won the heart of a little girl for the rest of her life?” →