Deploying Resources at BPO
The deployment of resources in a BPO has to be carefully chalked out, keeping the priorities in mind. There are times when the call center has additional employees on the customer service team, but little back-up on the lead generation department. In such cases, the extra flab can be shifted to an area where it's more necessary. But it's easier said than done. Call centers do not always realize that they need to shed weight in a particular service and add more on another. The managers and supervisors running the show are the ones who will have to make sure that they are making the optimum use of resources. Surely, they can take the help of software and draw their plans with the help of scheduling techniques. But before they do that, they need to run their fingers over the areas that need injections of resources.
Let us start with the customer service desk. How do you know when the inbound call center team needs added resources to reach an optimum level of work? You will have to assess the call volume. Find out how many calls are coming in on a daily basis and other related data. Check out the hold time. Are callers holding on for extra minutes? Is it because of a lack of adequate agents? These are answers that will tell you if you are running short. If the answers point to a lack of manpower, you have to find out if you can shift some employees from other departments of the BPO. Unless you can do that, you will have to hire and train fresh agents. I lay stress on the training part because your new agents have to match up to the quality of work being done by the existing agents.
We now shift our attention to the outbound call center desk. There has to be a designated number of employees making telemarketing calls for new leads. The number of agents you deploy for this job depends on the market that you have to reach out to. Are you looking for lead generation in a niche market, like a high income group sector? Then you will not have to make a large number of calls. On the contrary, you will need better BPO agents to make those calls. Similarly, for a B2B project, you will not need many on the cold calling agents. Rather, you will need a team that knows how to handle the non-voice call center services like email marketing, search engine optimization and social media marketing. Your needs will dictate your resources.
As you can deduce from the discussion, the way in which call center resources are deployed often decide the fate of the firm. When your BPO managers can handle the scheduling smartly, it will mean a progress in the right direction. We all have to face it that resources are not really limitless. No matter what your budget is, you will have to be careful about how much you spend. Careful use of resources is a must.
Questions and Answers
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