BPO (Business Process Outsourcing) Blog

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Saturday, August 26, 2006

Call centre with Voice over IP

A large number of call centre offerings have centred their attention around the use of Voice over IP. Most PCs although being designed with a multimedia capability fall short of being able to make a phone call. Just because you have a PC with a sound card, doesn't mean that you can converse with someone. Those that can, suffer from poor quality speech. A plethora of conflicting standards is not helping the situation. In contrast telephones are installed in most houses, are "ready to go" and are very simple to use. Just how difficult is it to dial a free-phone number?

Outsourcing Tips: Start small

When engaging with a service provider (BPO / Outsourcing) for the first time, start with a project that is relatively small and simple in scope

This will give you a better idea of the provider’s style and capabilities before you entrust a “mission critical” project to them.

BPO Fraud & Scam - How to avoid getting cheated ?

# If a consultant tells you that you can earn big bucks by investing a small amount, forget it.
# Don't get fooled by the half page/one page franchisee advertisements

# Examine the credentials of the consultant. Majority of them have free email ids. Not a good sign.

# Never give upfront money. If the consultant is so confident about the business, let him charge you a higher commission.

# Afix photographs of both parties on the agreement.

Tuesday, August 08, 2006

Call center job skills

Communication , Language skills , accent
Basic computing skills
Working in team /leadership

Medical Transcription Job requirements / Skills

Translation, medical transcription etc
Language understanding
Basic computing (word processing knowledge)
Understanding of various medical terminologies for Medical transcription or legal terms for Legal transcriptions etc

Tuesday, August 01, 2006

Technology for Call Center

Call centers are generally set up as large rooms, with workstations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. The center may stand by itself, or be linked with other centers. It may also be linked to a corporate data network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called CTI, or computer-telephony integration.

Why consider offshore / business process outsourcing (BPO) to India?

Business Process / Offshore outsourcing has been popular for several years. Countries like India are popular offshore outsourcing locations which offer cost effective solutions. There is a wealth of articles and write ups about the cost advantages of offshore outsourcing with a majority claiming anywhere between 40-50% savings.
However, offshore outsourcing has come under attack recently. There is an outcry against outsourcing by parties in the US and UK because of the loss of jobs to people in these countries. Many have pointed out actual costs and poor quality of service as the hidden truths behind the attractive packaging.

BPO: Offshore outsourcing India

Offshore outsourcing to India is one of the most popular management practices today. Though it is generally spurred by the cost reduction factor, this is just one of the reasons one should consider offshore outsourcing. Most parties who outsource are unaware that Indian Service Providers do not just offer cost effective solutions, but also value addition by improving productivity and quality.