Standard operating procedures in an international call centre in India encourage consistency throughout an organization. It enables anybody, even those with little expertise, to follow established rules in order to achieve corporate objectives. A call centre’s standard operating procedure (SOP) document lays out day-to-day activities. It helps in hiring competent customer care agents and completing staff training efficiently. Following these protocols and updating them as needed helps the organization maintain a positive customer service reputation.
In this post, we are going to give you an insight about how a proper structure of an operation procedure should be.
What Is An International Or Offshore Call Centre?
Many customers are aware that corporations frequently outsource customer service management to offshore or international call centres. The most common nations where these call centres run are India and the Philippines. As labour expenses in these nations are substantially cheaper than in the United States, United Kingdom and Australia, overseas call centres often offer reduced prices. However, if a company is considering shifting its call centre operations overseas, it’s critical that it doesn’t lose sight of what’s vital.
Maintaining The SOP
Human Resource Management Plays A Vital Role
Protocols and standards for employing and rewarding personnel are part of a call centre’s standard operating procedures. Hiring agents, supervisors, managers, and quality control personnel for outbound call centres in India are frequently there in provisions. Ideal applicant profiles are created by the organization. Agents, for example, must possess ordinary to above-average typing, interpersonal, and computer abilities. Supervisors should have the characteristics of motivating leaders and being well-organized. To ensure that agents have the necessary skills, the company may give typing and keyboarding examinations. Agents, managers, and call centre personnel are paid differently depending on the sort of call centre; some provide performance-based compensation, commissions, and even team-based bonus plans.
Training Programs For Better Productivity
To prepare for working in a customer support centre, the agents often go through training programmes. Computer-based training, simulated calls, and customer service training are all common components of the programmes. The standard operating procedure outlines the criteria for each of these categories, including the number of classroom or training hours required, learning goals, and whether or not agents must pass a final exam. It also includes call scripts, call-handling processes, and customer management procedures.
Quality Control Is Also Important
Be it an inbound call centre in India or an outbound call centre, they establish quality control criteria and track agent performance. Quality control experts frequently listen to agents on live calls to measure the performance and ensure quality. The average speed of answering calls, call handle time, average customer wait time, customer satisfaction, call quality, number of calls in queue, and abandonment rate are all standard benchmarks and metrics used by call centres. The quality control experts are told how to assess these indicators and how to analyze statistics in the standard operating procedures. Therefore, if performance falls below a given level, procedures include how to alert managers and leaders and create action plans.
Appropriate Use Of Information Technology And Software
The standard operating procedure covers technologies that the call centres use. They require software to track call traffic and specialized software to perform activities for call centre clients or customers. Moreover, the operational manual lists the software and technology it uses, such as automated call distributors (ACDs) to route incoming calls to agents, call recording systems, and interactive voice response (IVR) technologies to handle call routing. Furthermore, workforce management software assists contact centre supervisors and managers in projecting call traffic in order to achieve optimal agent scheduling.
In Conclusion
These standard procedures of daily operations can help you run your call centre or customer service centre more efficiently. At V3 Outsourcing Solutions, we maintain the system to provide excellent services to our customers. We have been offering world-class BPO services for years. We have accomplished customer satisfaction as an international call centre through best practices and by following a structured SOP.
Get in touch with us or visit our website for more information about our international services.