My name is Andrew Eastman and I would like to share my outsourcing experience with everyone. To begin with I was very skeptical in the whole BPO process and all the negative talk about how bad it is. I looked past all the negative factors and went forth with this anyways, especially after hearing that 77% of major U.S companies are out sourcing, this includes about 90% of fortune 500 companies. So please bare with me and use this information as you wish.
Everyone has heard of a friend that buys a car and from day one has trouble with it. Trips to the dealership do not help. They cannot find anything wrong or make repairs that hold a few weeks or months and it happens again. This makes you afraid your warranty will run out and you will be stuck with the car. These are called lemons because they leave a bitter taste. Many states have what is called a lemon law. The repairs for the same time within a given period gets you a new vehicle. Of course, it still has to be in warranty.
If you look at what division most companies outsource, it is almost always their customer support. The Call Center job was very popular and sought after job in places like India when it just started. Businesses forward their number to call center tijuana near Tijuana, Baja California in India – when a customer calls, their call would be forwarded here and a rep from India would answer on behalf of the company. They would also extend any support services that may be required.
Probing questions can be a two-way sword. They are necessary to find out what your caller’s issues are, and supervisors usually like when you ask them. But they also tend to make your talk time go up, because it opens the door to the caller telling you his life story, hoping that you will glean the information you need from his tale of woe. As interesting as these stories may be, they do not help you get your job done. You have to become efficient at getting the caller back on track.
OK, here is one of my favorite parts about the bus rides. Ever been to Disneyland? Remember in the old days the best rides required an “E ticket”? Well last night, Friday October 22, green bus #A-067 I will always remember as an E ticket ride.
Next, think about your customer base. Chances are, many of your customers are working professionals. This means they will be at work at the same time your business is open. If you do not have any sort of answering service, then your customers will not be able to reach you when they actually can make the call. This means, you could be losing numerous customers to the competition. In today’s competitive world, this can be detrimental for your business.
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Vision: This is not a tangible quality like the rest of the lot. However, it is as important. The vision of the call center you want to hire has a lot to do with what kind of a service it is going to do for you. Their vision provides an insight about where they want to see themselves in the business process outsourcing industry. You cannot bracket yourself with a BPO unit that lives in the moment, with little or no plans to make it big. Such a firm generally is not keen on organized progress.