As we all know the Christmas is approaching and this is the inoculation time for the employees. Here the challenge starts for the call centers to full fill the demands on the festival season.
The call centers will need home-based resources to give the good customer care service to their callers. Customer care centers represent the frontline for the majority of brands, and are the first point of contact for customers. Christmas customer service demand is critical for all sectors, particularly retail, where over 40 per cent of annual turnover occurs in a matter of weeks.
To keep customer service levels high at the busiest time of the year, and to deal with product enquiries after the festive period it will be good if to use home and outsourced resources.
UK consumers are refreshing themselves for a long wait and frustration this Christmas as contact centers struggle to predict and manage with surges in demand and increased staff absence in the run up to 25 December.
If Customers will get the poor service then the result will be very shocking. 76 per cent of consumers recently stating that they would stop doing business with an organization following a bad experience (Source: Right Now/Harris Interactive). The festival season is one of the busiest times for contact centers in terms of call volumes, and high levels of staff absenteeism ensures that it is one of the most challenging.
It is not an easy task to manage with demand and ensure consistently high-levels of customer service in the festival season. Call center managers need to increasingly look at using home-based workers and outsourced resources. Home-based contact centre agents are an additional resource that can be pulled into assist with operations as required in real-time, operating as part of a Virtual Contact Centre (VCC). The number of home-based agents is a trend that has gained significant momentum in 2007, and is expected to continue growing each year by 36.4 per cent until 2012 (Source: Datamonitor).
Consumers are looking for the world class customer service from the call centers and to meet their high expectations, companies are really putting their best. In the charismas call center which are based in UK and US need to be full fill with all advance preparation to avoid any problem between consumer and company. This Christmas is going to prove the strength of the call centers . To prove the best in the customer service now it is important to give the good impression on customer in festival season as well. Christmas is the busiest time of the year for retailers, so to prevent lost business it is vital that contact centre managers have the flexibility to bring in extra resources to meet changing demand.
Virtual Contact Centers allow operational and business managers to balance agent skills with current and future customer demand across the whole organization. They enable a company to incorporate agents from multiple sources, such as home and back office workers, third party outsourced agents and staff in other geographical areas.
The compaction between the companies is very high. At this movement it is very important to take care of each thing at the company. Workers spending too much time on social networking websites such as Facebook are costing employers a staggering £130m a day according to the findings of one recent survey, and the problem looks set to become much worse if businesses fail to take action, and fast. Facebook shows 125% growth year over year.
The findings from the survey show that some 233 million hours are lost every month to employees surfing the net, with social networking websites causing the greatest concern. It is a fact that these particular websites are very addictive and can often result in users remaining on the sites for hours rather than minutes. Whilst this is worrying news for employers, help is now at hand thanks to a powerful and effective range of software packages available to small to medium sized businesses.
To know about the details of the system there is software which effectively monitors and records everything employees do on their computer and the internet, providing employers with the perfect low-cost solution for monitoring employees. You can use of the software packages significantly prevents, reduces or eliminates the problems associated with abuse. In doing so employers have successfully stamped out inappropriate activity, reduced security breaches and prevented 'Insider' theft.
May be it happened that employee will not feel happy to know that someone is monitoring their work. But as a employer of the company it is very important to have this kind of software a your work place. You will get lot of protection from the improper activities like opening the social networking site at work time or any shopping site etc.
Many employers have been happy for their workers to use the internet for personal use as long as ultimately they do their job and reach their targets. However, this is now proving to be a somewhat costly decision for many businesses as loss of productivity and lack of concentration has proven to significantly hinder their overall performance.
You can choose the latest software packages to monitor the system of your work place. With this you can also stop the cause of the social networking problem.
It is true that now day’s employees are not working for salary because they want to relaxation in job. Most youngsters do not like joining the business process outsourcing (BPO) due to stress and health issue. BPO employees are quitting BPO job’s to get rid of the stress and strain at work place. Employees do not quit due to salary issues alone. They are least bother about the salary. All the companies are giving good salary.
Now companies are providing good services to fresher and experienced employees with openings with good salary. But preference of the employees now goes to the office where they should have some fun and entrainment for getting relaxation.
In fact, stress and health weren’t even among the ‘top three’ factors for leaving a company.
Union Health Minister A Ramadoss recently called for a “health policy for the tech sector”, stating: “(BPO employees) have a sedentary lifestyle. They smoke, go for late-night parties, and even take drugs. Some get heart attacks in their mid-20s”
Employees are facing stress problem in BPO due to that their health is down. If customers are not getting comfort and the full relaxation in BPO companies then they quit the company. The good part is that if the industry is aware to checking indoor air quality to testing food in labs then it will be really.
Employees of Indian BPO firms, on the other hand, were overall content with their jobs in 2007, states the survey. They were satisfied with the job content, work culture, training, and appraisal.
However, it added that they were not satisfied with the image they were stuck with, and least satisfied with their salaries. The average salary hike in the BPO industry grew by 14.8 per cent only in 2007 as compared to an increase of 17.2 per cent last year.
The direct outcome of the fall in salary hike is the increase in attrition rates. The attrition rate went up to 20 per cent from 18 per cent in 2006.
Hyderabad-based Brigade, for instance, appointed a chief fun officer to look into ways of ensuring low employee stress levels and keeping them highly motivated.
The survey also revealed that while large firms ranked better in parameters like work culture and image, niche companies were better in terms of salary and job content.
Now days all call center are providing the best service to employee to give them comfort and the satisfaction in job. The stress level is really sometimes very high but the companies are also focusing to reduce the stress on employees.
October, 2007