Process Management in Call Centers

How important is the question of process management in a call center? If you go by what the America Society for Quality (ASQ) says, it is one of the key elements that clients are looking for in a BPO. In the context of modern business, clients are actively involved in the process of telemarketing and lead generation even when they have outsourced their project to call centers.They want to keep a close tab on the progress of work. Process management is necessary to reduce the costs and also improve efficiency at call center services. It also brings about more flexibility in the workforce.

The ASQ findings also tell us that there has to be more of communication between the BPO service provider and the buyer. Lead generation agents should correspond with the buyers to a greater degree. These interactions are necessary for lead nurturing as well as for better relationships after the sale has been made. The findings exhort call center units to try and upgrade their call center services regularly to improve the quality of service. It is important for the telemarketing units to try and innovate. Innovations always find favor with the client, because thinking out of the box separates you from the competition.