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Saturday, September 5, 2009
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5:52 AM
Avinash: The problems can be two pronged. It can be a structured or unstructured problem. Structured problem is the balance in my account. It is also the amount I am utilizing. As far as these problems are concerned, a call centre is a perfect example of customer satisfaction and loyalty. For unstructured problems, a human touch is very important and a service agent who knows the bank is needed. Most of us will agree that call centres are outsourced for cost effectiveness and flexibility and that it needs huge infrastructure. There is also the manpower cost.
Nandan: If you are looking for a SO-seater call centre then there are whole lot of things involved. There are shifts, payments, costs, salaries, etc, involved.
Avinash: There are different patterns of calls at night and morning ones.
Nandan: We have looked at both the options. There are twothree models of call centres. One can be fully owned by the bank. Second is space can be ours and infrastructure outsourced and the agents are outsourced. The first question we asked to those who came was whether their agents were trained. They said no. But after all this they can be limited to take simple and basic calls. Inbound call centre are basically for cross-selling, product knowledge, intricacies about the system also have to be told.
Avinash: A call centre is basically an unorganized place.
The attrition rate is high. A employee picks up the work and then quits and joins somewhere else. There is lot of lead generation.
Nandan: If you are looking for a SO-seater call centre then there are whole lot of things involved. There are shifts, payments, costs, salaries, etc, involved.
Avinash: There are different patterns of calls at night and morning ones.
Nandan: We have looked at both the options. There are twothree models of call centres. One can be fully owned by the bank. Second is space can be ours and infrastructure outsourced and the agents are outsourced. The first question we asked to those who came was whether their agents were trained. They said no. But after all this they can be limited to take simple and basic calls. Inbound call centre are basically for cross-selling, product knowledge, intricacies about the system also have to be told.
Avinash: A call centre is basically an unorganized place.
The attrition rate is high. A employee picks up the work and then quits and joins somewhere else. There is lot of lead generation.
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