The call centre industry in India is flourishing ever since every MNC started setting up its call centre in India and hiring the talent from the country itself. They did so to save the money and time. However, this also resulted in increasing the job opportunities for the youth of the country. Good communication skills and completion of their schooling minimum was all that they needed to get the job, fancy CTCs, fringe benefits, and young and motivated colleagues.
India sensed the benefits it can avail by thriving this industry even more. So, it started building its own call centres and this is precisely from where outsourcing became a thing in India. Seeing the potential of the call centre industry in India, the companies started devising more and more strategies to improve their quality and performance so much so that they outshine the call centre outsourcing companies of other countries. Gladly, the country succeeded in its vision to provide call centre services at least cost possible without compromising on the quality.
Wonder how do they do it? Want to know the secret to their quality services? Dubious of outsourcing call centre in India? Looking for some tips to outsource the call centre services to India?
Regardless of your concern, take a look at this blog to know how Indian call centres assure quality.
- Great customer service- The prime motive of every company that outsources its tasks to call centres is to improve their customer service. So, every call centre in India strives hard to fetch great customer satisfaction scores. The call centres of the country interact with the customers, listen to them patiently and then provide the best solution or answer to their problem. The way the agents of the call centre deal with the agents sums up more than half of the quality of the services of a call centre. Hence, special attention is paid to the same so that the quality doesn’t get compromised.
- Regular training- The call centre companies know how imperative it is for them to train the agents they have hired. It is the best way to keep the talent updated with the latest changes in technologies and how they can comply with them. Whenever a new company outsources their tasks to these call centres, they make sure that the agents are told about the company and the product in detail. It is so as they know how prudent it is for the agents to have the knowledge as knowledge is the foundation of a great customer service. The same further uplifts their image in the call centre industry.
- Call Monitoring- You will hardly find a call centre in India that would not have a separate department for keeping a check on the quality of the calls. They keep a check on the calls so that they know how well the agents are treating the customers over the call and how capable are they of giving solutions to the problems of the customers. This vigilant watch also helps the quality management team in analyzing the strengths and weakness of the agents. The same helps the team in giving instructions to the agents individually for improvement. As a result of this constant hawkeye, the agents are honed to perfection.
- KPI measures- KPI stands for key performance indicator. There are various KPI measures that are used by the call centres to analyze the performance of the agents. Some of the KPIs that these call centres use is called abandonment rate, cost per call, first call resolution, call completion rate, customer satisfaction rate, and queue time. All these measures help the call centres in increasing the efficiency of the call centre professionals by helping them understand what they are good at and what they still need to improve.
- Low attrition rate- Call centres usually have high attrition rate. That is why Indian call centres take measures to reduce the same in their facilities. They try to make the working environment as cool as possible. They also provide pick and drop facility to make it easy for them to commute and meals so that even if they have the night shift, they don’t have to compromise on their diet. The healthier and the happier the agents would be, the better they would be performing. Additionally, bonuses for achieving the targets are also given to the agents. Appreciation and rewards are a part of working in a call centre for agents thereby reducing the attrition rate.
In short, Indian call centres are a name in the realm of call centres. There should be no second thought pertaining to choosing India as its offshore partner.