More on Call Center Training

Call center training is vital for the agents working for you. However, with time and budget constraints, it’s not always possible to have them sent to institutions or other seminars and conferences for training. You never know when an emergency will crop up and you will need your best BPO managers to deal with it. So traveling for training is not a feasible option for many call centers. The way out is to have training modules in the BPO service unit itself. We have several conferences and interactive sessions with our agents in our campus itself. We like to include everyone in the loop and that is why we keep the entry unrestricted. We also schedule the sessions according to the work timings of the agents.

It is a discouraging trend that when time and resources run short, the call centers cut down on the training budget. They feel that because training is seemingly the most unproductive practice, they can cut down the modules and do a crash course for the agents. This pays off badly for the BPO. Untrained agents are difficult to work with. They may not know the ethics of the company of the seriousness of their role in it. They may not know about the telemarketing reports that they have to send across. It becomes difficult to keep them under the tab once they get to the floors. You would do well to ensure that only fully trained call center agents take the floor

Long and Short Terms of BPO

Every business has different techniques when it comes to long and short terms. The business that is visionary will never compromise the long term gains for short term benefits. In BPO parlance, this holds true as well. We have noted how some short term methods damage the prospects for the future. A basic example is how telemarketing services of some call centers violate the telemarketing laws to get more customers to their kitty. In due course, the law enforcers get wind and crack down on the call center. The damage causes a dent in the image that can never be straightened out. If the firm had done the right process, they would have done better.

Helios Outsourcing has planners who think of how certain call center services will be useful for us in the future. When the telemarketing market was under threat because of a weakening economy, we had our software development and web marketing services launched. They did well on their own and supported the revenue generation. We found more sense in venturing out into fresh territory than try to do something impossible and lose our advantage as a premiere BPO service provider. We are committed to do something different each time and we believe that short and long terms goals should complement each other.