BPO Park

No Such Things As Free Calls.

2008-06-23T18:44:00.000-04:00

We all know about free calls on many different services. But these calls cost someone, which are the companies.

We all know about free calls on many different services. But these calls cost someone, which are the companies.

Some services cost money even if the calls do not touch the PSTN such as Skype. Then there is maintenance of the service network and the data transport of the calls, all this cost money.
No doubt that the services provided are satisfactory, but even though, all of this is to reduce the cost for Skype to give such service, but it still has a cost.

Companies are questioning how much to really give consumers now.

Mobivox and Truphone are among those companies who are well known for their promotional deals and who have been giving us free calls to many different countries around the world, this is up until recently. They both have terminate their free calls

So my point is while we enjoy the free calls, how long does it last for and the bottom line is It’s not free.

Callcenter Script which you shlould not use.

2008-05-13T13:57:00.000-04:00

To script or not to script – that is the burning call-center question. While there are roughly an equal number of proponents and detractors on both sides of the issue, most agree that if you are going to use a script, you need to execute it well or you risk losing customers.

“Everything you watch at the movies and most of TV is totally and absolutely scripted, and it is far from awful. Well some of it is, but that's content and a different subject,” said telesales expert Flyn Penoyer of Penoyer Communications, a sales-management consulting company.

Why Not Use a Script?

If content and scripting are two different components, and your content is good, then what can go wrong with your script? “The biggest error in scripts is actually first the writing, and second the formatting,” said Penoyer. “Skip any tendency to make a speech in the script.”

And if the writing and the formatting are up to snuff and the script considered “perfect,” then it should be used all the time, right? Wrong. “Scripts are helpful in the initial phases when a person joins the company. But in the long-run, the employee should use his/her experience, presence of mind, and business knowledge to handle the issue,” said Sailaja Sivalenka, regional sales manager for Aspire Systems in Chennai, India.

Mistakes to Avoid

As shown above, a script is more of a guide than a dictate. Many call centers make script errors which result in repeating mistakes. Here are 10 tips to avoid common errors call centers encounter when writing scripts:

1. Avoid formatting the script in long paragraphs that promote mechanical reading.

2. Omit irrelevant information.

3. Avoid accepting any limitation or fault on your side immediately.

4. Avoid “blaming” or criticizing the customer from the outset.

5. Don’t talk to the point; you need to proactively build relationships with customers to generate more business.

6. Don’t forget to include a proper follow-up plan. Without follow-through, your customers’ frustrations will quickly escalate to permanent anger.

7. Don’t require a full agent script, because it can diminish the customer rapport.

8. Avoid a long greeting or closing. Customers hear enough about who they're calling in the IVR (interactive voice response), so make greetings short and simple – identify the brand, yourself and get down to business.

9. Don’t require inflated cheerfulness or an overly polite tone. Saying please and thank you is customary, but requiring it after every request annoys many customers.

10. Don’t repeat the same questions. If a question was asked on a previous contact or in the IVR, don't ask it again. That applies to verification, phone numbers or anything that should have been captured in the first contact. Leverage your CRM application, automatic-number ID pop-ups, softphone capabilities and any previous data stored.

Last, but certainly not least, consider timing. “Don't measure on calls per hour or minutes per call — you're just setting yourself up for bad customer service,” said Jacques Pavlenyi, segment executive of communications industries for a major IT vendor. “Instead, measure on key performance metrics that are aligned to your strategy.”

Get VoIP free calls by NimBuzz Mobile.

2008-05-13T13:34:00.000-04:00

The Mobile VOIP market has been silent for long. However this scene is about to change a lot with new startups coming up in Mobile VOIP market and existing VOIP providers extending their service to Mobile VOIP platform will make it difficult for exisiting players to retain market share.

NimBuzz is one of the companies whose core focus is Mobile VOIP, a direct competitor to no.1 Mobile VOIP application developer Fring. The rest of the players like Truphone, Tringme are VOIP providers but Nimbuzz will take compete directly to Fring in the coming days.

Nimbuzz offers a solution for free mobile VoIP calling, conference calling, instant messaging, chat and group chat, and photo and file sending across multiple IM communities, including Skype, MSN, Google Talk, Yahoo!, AIM, Jabber and ICQ, plus 23 social networks. Nimbuzz currently supports over 500 handsets, which is really great. That means Nimbuzz is able to bring Mobile VOIP to the masses. It would be interesting to see how this whole thing will actually work.

The Official launch date of Nimbuzz Mobile VOIP is May 13th, thats today. With Mobile VOIP application slowly taking over the whole telecom business from Mobile companies, it would be interesting how this whole thing will work. Sending files and photos using Mobile VOIP for FREE is gonna make life difficult for GSM/CDMA operators across the world. We strongly feel there will be consolidation, takeovers and mergers happening soon in this space.

Just to give you a heads up, Fring is also moving into the same direction. Lets see what next they come out with. http://www.nimbuzz.com/

5 Ways To Improve Workplace Morale

2008-05-11T17:49:00.003-04:00

Increased turnovers, costly decreases in productivity and overall employee dissatisfaction are all ramifications of low morale in the workplace. Moral is a vital component of any organization or business for it to thrive and achieve success.

Here are five ways to improve workplace morale easily and inexpensively that will boost your team's performance and lower levels of tension and stress.

Install a Humor Board
Most every office has several memo boards for important work-related information, some pleasant, some not so pleasant. Install a memo board in a neutral location that is specifically for people to post jokes, cartoons, funny pictures or amusing anecdotes. This way everyone can get a little laugh after arriving for work on a dreary Monday morning.

Adopt Flextime Schedules
If possible, work out a way for employees to have more flexibility in their schedules. You may be surprised at the amount of stress that can be alleviated by this one thing. With daycares and households with two working parents, and possibly only one vehicle, this small move can be monumental to some people. Work out a schedule or system for employees to leave an hour early or come in an hour late on certain days. Alternate days and times so that everyone gets an opportunity to benefit if needed.

Get Away From It All
Hold meetings and conferences at a location away from the office if at all possible. A restaurant or local park would be a welcome alternative to a stuffy boardroom on a clear, spring day. People may be more alert and more receptive to the specifics of the meeting in another less stifling environment.

Share the Wealth
Offer employees incentives to "coach" their co-workers on their lunch or break times. Incentives could come in the form of paid time off, gift certificates to stores or restaurants, movie tickets or even small, simple mementos to show appreciation. This is a morale booster in a few ways; firstly, new or confused employees can glean valuable information from their more experienced colleagues and secondly, it may make the "coach" feel better about their job, themselves and their performance.

Offer Contests and Awards
Special days such as "Ugliest Outfit Day" or "Best Disguise Day" or "Funniest Story Day" can be a way to lighten the mood for a bit and encourage communication between employees. Offer "awards" which can be simple prizes and certificates given to the winners to display.

Boosting employee morale doesn't have to be expensive or involved. Even contagious cheerfulness on a regular basis can mean the difference between a dour workplace and a welcoming, productive one. Ask the employees for their ideas and listen to their thoughts. Work out a viable plan that will motivate them and make them more productive and happier at the same time.

YouTube: Outsourcing to India

2008-05-11T17:37:00.000-04:00

Outsourcing to Indian seems to be the only option for companies to remain competitive.
Watch the video which shows the real agony & pain gone through many big companies to remain in the business.

Top 100 Telecom Industry Blogs | VoIP Now

2008-05-08T10:46:00.000-04:00

"When was the last time you looked for expert advice on a blog about VoIP (Voice Over Internet Protocol) or WiMAX (the successor to WiFi)? Or, perhaps you sought an antique telephone or the latest gizmo that could connect you to your Aunt Sally through the Internet. The telecom industry has changed dramatically over the past few decades, and blogs provide one way to keep up with with transitions from traditional technology to the latest connectivity."
Read More...

Life on Fast Track in Call Center in India.

2007-11-17T12:14:00.000-05:00

Turning the Tables on Telemarketers

2007-11-16T23:11:00.000-05:00

It’s been an annoying day here at the box factory. November 15th must be some sort of telemarketing celebration day. I’ve been handling three or four calls an hour from these bozos all day long. It drives me nuts.

I have little patience for spammers of any sort. Telemarketers are the worst. I have filters that can handle most of the e-mail and blog spam I receive. But there’s no way to filter the telemarketers. I have to answer each and every call, have to listen to a few seconds of the lousy accents before I’m able to determine whether the call is worth taking or not.

Sears sending 150 call-center jobs overseas

2007-11-16T09:46:00.000-05:00

Sears is outsourcing about 150 jobs from its Tucson call center to locations overseas, including the Philippines.But affected local workers will be able to move to open positions here, the retailer said.
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Seven Reasons Why Outsourcing to India is Good for Your Business

2007-11-13T03:34:00.000-05:00

The tech industry in America is faced with intense competition from foreign vendors, most notably India. Although painful at times to American technology service providers, the rise of offshore competition creates quality options for outsourcing and creates value for your company.

Read More...

Now even calls to Police Stations are set to be answered in Indian Call Centres

2007-11-13T03:23:00.000-05:00

Callers to police stations could soon be talking to someone in India as forces are now allowed to privatise their call centres.

Police across the country are privatising their call centres and backroom staff in a bid to cut costs.

The Government has been forced to relax the rules to allow forces to sign contracts with private companies, including foreign firms, as there is a massive cash shortage.

Life on Fast Track in Call Center in India.

2007-11-09T12:09:00.000-05:00

Just last month, Sachin Kapur, 25, was on cloud nine. In four years, the Gurgaon-based KPO executive has landed three jobs, three promotions and impressive pay hikes. The graduate topper from the Delhi University just got promoted to a team leader. “Thirty people will report to me,” he told his father on phone. He felt proud that he would be the main interface between his company and the US-based client.

A month later, that excitement is fading. He is behind schedule. Silly mistakes by one of his teammates have delayed the project delivery. Two of his experienced team members quit early July. Another vanished without notice. Their casual attitude just drives him crazy. His boss is worried, client a bit upset. His 12-hour workday is stretching to 14. Weekends no longer feel like weekends. He is doling out incentives like free movie tickets or extra dollars for those willing to work extra. “But it is like steering a ship where I am losing control,” says Kapur.

Early success is fashionable and celebrated. CEO at 27; leading 300 at 30 — hyper economic growth, talent shortage and a de-emphasis on experience (in emerging sectors) have resulted in quick promotions for bright young executives. The applause from employers, friends and media is instant.

But beneath that glitz and glamour lay a gloomy story. Early success is taking its toll on both employers and employees. Workplace stress and flare-ups are rising even as employers get lessons in crisis management. “Boomerang cases are high,” says T Hari, HR head, Satyam Computers. He estimates that as high as 30-40% of fast-track promotions may not be working. Fortunately now, a slew of companies are paying more than lip service to handle the youngsters better.

Side-effects of hyper growth

Fast-tracking executives aren’t out of choice - hyper economic growth makes it inevitable. Companies across the board are growing rapidly — Satyam has grown from around $550 million revenue and 22,000 employees in 2004-05 to $1.5 billion revenue and 40,000 staff in 2006-07. “We have to have leadership bandwidth to handle that growth,” he says. Most emerging sectors like telecom, IT, ITeS, hospitality, retail have a very small pool of experienced talent. Giving chance to bright young relatively inexperienced executives is the only way to deal with it.

Downsides are many. A 25-year-old procurement manager at a retail chain, who handles procurement worth Rs 120 crore admits that the enormity of the decision gives him sleepless nights. Hardeep Kaur, 25, executive at a Mumbai-based KPO, knows what it means. In his office, people at 27 could be handling as big as 30-people team. In this hot job market and rising attrition if somebody puts in his paper, the instant reaction is to raise salary and offer promotion.

They grab it but many can’t handle it. “They are impatient - and lack people skills,” says Arvind Agrawal, HR head, RPG Group. Many who have been self-centered all their lives suddenly find it difficult to begin to think of others. Traces of arrogance begin to show up. Some can't handle dissonance and diversity of perspective with maturity. “Intolerant, some try imposing their ways on others,” says Hema Ravichandar, a strategic HR consultant. Cont...

Life on Fast Track in Call Center in India. (Cont )

2007-11-09T12:03:00.000-05:00

All this leads to their sense of restlessness — them getting bored and feeling stagnated fairly quickly in the role.
On the outside, they may appear restless, intolerant and arrogant. But deep inside, unbridled ambition and job responsibilities are taking their toll. “They face failure, embrace frustration,” says Ronesh Puri, CEO, Executive Access. Work hour stretches beyond 14 hours, often reaching home at midnight. For singles, the 24-hour canteen is a big help — but in many ways it makes the treadmill move faster.

How the companies suffer

It is not just the employees. It tells on the company as well. Youngsters bring lot of energy and optimism at work, says Brotin Banerjee, deputy CEO, Tata Housing, who earlier handled young executives at retail coffee chain Barista. They want to be high-fliers always. When things don't go their way, they are depressed. They blame the organisation, colleagues — everyone else but themselves. “How to deal with low times is very critical. They don’t know — they need help,” he says.

Worse, due to lack of leadership pipeline, often companies end up with weak leaders, who are insecure. Ill equipped, they end up firefighting crisis all the time - becoming very narrow focused and short-term. “They are good to maintain status quo. But as strategic leaders looking beyond a transactional role both within and without,” many just don’t make the cut, says Mohinish Sinha, MD, idiscoveri.

One of the biggest mistakes companies make is that they promote on the basis of past performance, says Sinha. A great salesman can't always make a great sales manager. “Simply because skills needed are different,” says Hari. At the entry level you have just one stakeholder — the customer. But a team leader has to manage two stakeholders — customer and the team. And as you move up stakeholders rise. Many bright youngsters are not able to deal with it.

Dealing with whiz-kids

Despite pitfalls, tapping youngsters for leadership roles isn't going to fade in this hyper growth economy. With experience and some hindsight, corporate India is learning how to do it better. Sanjay Jog, HR head of Pantaloon India, says creating a bench helps. “It allows you to invest and watch before you deploy them,” he says.

Many of his new retail stores would be manned by managers who were hired and groomed over the last three years. “We have the pipeline ready,” he says. Sometimes it just involves accepting a boomerang case and moving on. Something that doesn't come easily. Jog recalls a case when a high-flier, 25, had done wonders at one of the smaller stores.

He was promoted to handle a big store with 150 people (five times). The manager completely collapsed. He just could not handle. “We simply underestimated the complexities of a big store,” he says. It was a sensitive issue, but the company tried letting him know that it was ok that he could not handle. Of course, the young manager felt bad. But instead of rubbing it in, he was sent for a leadership development programme.

Second, experiential learning, live projects help test their mettle in real life situations. In fact at Travel Port India, a Delhi-based BPO firm, young executives are put in senior roles (overseen by a senior) before they are formally assigned the role. “We started this two years ago and it has helped us,” says Bhupinder Singh, the CEO.

It works like probation, helping the executive deal with the role without the pressure of formally being in charge. At Pantaloon, young executives are given live projects to survey and assess competition and then chalk out strategy. The best ones get implemented. “It gives them experience in a controlled environment,” says Jog.

Mentoring and coaching — both formal and informal — is becoming popular. Heidrick & Struggles, an executive search firm, is looking to bring its coaching business to India.

HR consultants and seasoned executives like Anil Sachdev and Harish Bijoor are finding new roles as CEO coaches. Bijoor coaches six CEOs, one of them is a 27-year-old Wharton alumnus. “Technical knowledge can be acquired. But they need handholding in dealing with people,” Bijoor says. At lower levels, companies are exploring other ways. At Accenture India, every employee has a mentor other than his boss. “It helps them deal with issues and seek guidance from seniors at a more informal basis,” says Rahul Varma, senior VP, HR.

Approach to failures is changing. Aggressive companies, impatient for growth are learning to be patient and tolerant about failures. Companies like Pantaloon, Satyam, RPG say that they tell their employees that its ok to make mistakes, to fail — but provided they learn from it.

Agrawal at RPG Group has introduced a new concept of a “performance lab”. Around 20 mid-level managers, who the company thinks for some reasons have not been able to perform to their potential, are coached and groomed. “We help them introspect — what’s wrong. It helps us bring sensitivity to the workplace,” he says. He wishes he could scale it up to at least 10 such labs.

For a generation that has seen only highs and few lows, mostly success and little failures, perhaps it is time companies encouraged them to fail and deal with it. It may help them do business well. Even better, it may help the Gen Y lead a more fulfilling life.

Via Times

Customers Looking Beyond India for Outsourcing

2007-11-07T15:21:00.000-05:00

Troubled by high staff attrition in India, which often disrupts work on projects, customers in the U.S. are increasingly looking for alternative countries for their outsourcing projects, industry analysts say.

The move by customers comes as Indian outsourcers are aggressively cutting costs. Some of the cost-cutting could impact quality of service, giving customers another incentive to take outsourcing projects elsewhere.

How Daksh got its Success.

2007-11-05T01:24:00.000-05:00

Daksh was a startup floated by a group of enterprising individuals who sought opportunities in providing niche customer support to global dotcoms and e-businesses through emails and chats.

That was seven years ago in January 2000 when Daksh was founded with only seven employees. In the years that followed, it business model became more comprehensive as it expanded not only its services but also its base of clients and markets. The company was low on capital, which was bridged up by three rounds of successful funding from venture capitalists. By early 2004, Daksh was not only a symbol of one of the better-managed VC funded companies but also one of the largest employers among all business process outsourcing, or BPO, companies with over 6,000 employees.

Like all VC funded firms, Daksh too was preparing for an IPO to allow its venture capitalist to cash out. It was during this time that the world’s largest IT and business solution company IBM came calling. The result was the country’s biggest BPO acquisition reported to be valued at over Rs 700 crore. The acquired company became IBM-Daksh, which is acknowledged as one of the most successful service acquisitions for IBM Global.

It is said that marriages are made in heaven. In the case of Daksh it can be said that the company was conceived at a marriage party. That was in 1999 when a chance meeting of two young men Sanjeev Aggarwal, Former CEO, IBM Daksh, and Pawan Vaish, CEO, IBM Daksh, at a wedding party in Jaipur resulted in something very momentous. The two men realised that they both shared the same aspirations and entrepreneurial zeal. They also felt that they could work together.

The inspiration for the new business model came from a business report that stated that 67% of offline transactions are being abandoned due to inadequate customer support. The duo realised that they could create an organization that would provide email-based customer support to these global websites and e-commerce companies. Since the operations would be based out of India with low cost wage structures, there would be cost savings to the tune of about 40-50% for any client outsourcing work to India.

As soon as the idea took shape, two more partners joined them. The team soon looked for a suitable name for the start up. The dotcom craze had devoured almost all English sounding names and the choice soon fell on the native name Daksh, which is a unique identity on the web space cluttered with English names.

Daksh is a Sanskrit command in military training and it means attention, alertness, and utter vigilance to act immediately with supreme urgency. As per ancient Indian scriptures, Daksh is also one of the names of Lord Vishnu who upholds the universe.

Drawing from the new branding exercise, the management felt that the new company would strive to uphold the universe of customers. But those were the heydays of the dotcom. Funding was never a challenge for people with ideas. Daksh got its first big client, a fortune 500 e-retailer, in amazon.com.

Sanjeev Aggarwal, Former CEO, IBM Daksh, said, “Amazon had never even outsourced within US. Even within the US, they were doing all customer service inside. For them to outsource was one big step and for them to offshore was an even bigger step. In June, we won the contract and in December 2000 we were able to surpass all performance metrics that we had signed up, and after that we were on a roll.”

“India’s telecom infrastructure was not as resilient. Since we were doing e-mail based customer interactions, we had some tolerance in the channel of communications. If it was voice, which is more a real-time interaction, then we feel that at that point in time we would have had some serious challenges.”

Daksh put in place some simple practices for its core team by taking into account its limited resources and reach to target companies, which get revenues from online sales, to service the customers with the help of email and internet-based chats. Voice-based servicing would come in later. To conserve resources, promoters like Vaish would fly economy class, stay at a friend’s place during US trips and dine at the cheapest eateries.

To provide proper training cum learning opportunities to employees in operations, so that they became enthusiastic members of the community, to create a culture wherein employees as well as customers give feedbacks which results in foolproof processes, to target only those e-commerce companies which could pay decent double-digit dollar money for billing per person per hour.

Daksh was perfecting a plain vanilla operation. This would soon prove to be a foundation platform on which a much larger and complex organization would be mounted. Within a year of operations and with over 650 employees, Daksh became profitable on revenues. It was now time for serious investors to take a look in.

Citigroup picked up a substantial stake in Daksh in its second round of funding in April 2001. The funding was needed to drive the firms next round of expansion. Daksh was now ready to complement its emails and chat-based processes with voice-based customer support and high-end solutions.

The equity funding from Citigroup came at a time when dotcoms were going bust. But fortunately for Daksh its clients were big and strong enough to endure the dotcom meltdown. In the time of the crisis, the services provided by Daksh became all the more critical and valuable for its Fortune 500 clients. By early 2004, Daksh had acquired capabilities big enough to be quoted by IBM, the world’s most acquisitive company in the technology business. Daksh was bought over by Big Blue in April 2004.

In India, the dotcom movement was being replaced by a new BPO revolution. A large number of global majors were setting up captive operations. Domestic IT services major Wipro set the ball rolling with the acquisition of Spectramind in 2002 for Rs 470 crore. By now, Daksh had emerged as one of the country’s leading e-customer relationship management organizations and its revenues too had jumped from USD 2 million to USD 18 million in 2001-02, and up to USD 29 million in 2002-03. It was looking to double it to about USD 60 million by 2003-04.

Being the largest standalone third-party service provider Daksh received the full backing of investors. In the third phase of funding, it received significant equity infusion from General Atlantic Partners and Citigroup. The investment partners brought not only funding, but also potential clients for the company.

Devinjit Singh, Head, Mergers & Acquisitions India, said, “Along with capital, private equity also adds value in the form of management, governance, and linkages with their global portfolio companies. A lot of them have specific sector expertise and have resident entrepreneurs who are actually sector specialists. So, they look to add values to a company not just by providing capital but by actually supporting its management by adding to its business through providing global linkages and helping in the overall governance of the company.”

By now, Daksh had a global footprint. It was catering to its clients European operations with services in German and French. Its Manila unit offered an entire suite of technical support and back office transaction processing. It was 6,000-employee company and handled a range of services like insurance, back office, claims adjudication, technical support and call center services.

The company was approached by over half a dozen potential acquirers but the management was determined in its belief that the company was not built to be sold as it was built to go public.

Sanjeev Aggarwal, Former CEO, IBM Daksh, said, “When Big Blue comes calling, you do not ignore. What we saw at that time was that customer projects were becoming bigger and more complex and many customers were looking for transformational solutions. This means, I not only have to do processing but also need to bring in a package of consulting services to decide how to improve the process, apply technology to remove some processing, and then operate those processes. More and more, it seemed to us that the world is looking for more integrated solutions and we had only one piece of that which was operating the processes. We thought by partnering with IBM we would be able to bring about a transformation.”

IBM-Daksh has grown phenomenally since the acquisition. The company has grown to 17 centers and seven locations in India from three-center operations in Mumbai, Gurgaon, and the Philippines. The growth is being driven as much for IBM’s global footprint and powerful sales machinery as by the location advantage of India.

India’s BPO and IT enabled services exports are projected to be about USD 11 billion in 2007-08, up from USD 8.4 billion in 2006-07. This itself was a major leap from exports of USD 6.3 billion in 2005-06.

The domestic market is just USD 1.2 billion. But IBM’s bagging of Bharti’s outsourcing deal is just an indication of the Indian market’s locked potential. But thanks to the emergence of the BPO industry, general graduates can look forward to jobs at very early stages of their career.

Last year, the industry employed about 4.15 lakh people. This number grew to 5.53 lakh this year. The major impact of the acquisition is seen in the exchange of processes and ideas between the parent company and IBM-Daksh.

For instance, IBM has taken in Daksh’s heritage practice of Voice of Customer to different parts of its global universe. Here the company undertakes the polling of its clients every six months to see how they perceive services and based on their feedback, IBM Daksh brings about transformational changes.

Similarly, some employee recognition and engagement practices have been replicated in other IBM centers. But what IBM brings to the BPO customers post acquisition is in integrated solutions, drawing from its global strengths of consulting technology and research. One thing striking about IBM Daksh is that even after acquisition, the original promoters continued to be at the helm as professional CEOs.

“The big part about IBM culture is that they would empower you a lot. Once they are convinced that you can execute, they let you operate almost like an independent company. I never felt that from being an entrepreneur working for oneself, now I was working for somebody else. It showed in the results, we grew from 6,000 people to 20,000 people in two years,” Aggarwal said.

This continuity is also seen in people management at IBM Daksh. The organization’s duty towards its employees is like a middle-class family, which gives its children value systems and education. This simple philosophy allows the employees to avail not only a training to uplift their work-related skills but also acquire learning to enhance their overall personality and plan for career growth.

D P Singh, VP Strategic HR, IBM Daksh, said, “One of the biggest dimensions or measures for learning is, does the employee feel that he has grown in the organization, that is number one. Second, can you meet your leadership requirements internally by having trained your people. In most of these areas we have a very positive experience. We have something called a global campus, which is an e-learning opportunity available to people with some excellent programmes. There are very unique competencies that we have in the area of imparting learning.”

IBM Daksh has grown big, but it knows that to sustain growth momentum, it will have to continue to expand its global as well as domestic footprints. Already strategies like setting up centers in new places like Kolkata, Pune, and Vizag have cut attrition rate significantly and cracked open new recruitment avenues for the company. A larger recruitment universe also means that the company is able to find the right talent fit for a variety of areas such as servicing like financing and accounts business, insurance and technology verticals, and high-end services as well as knowledge process outsourcing including work like providing high-end support to chief financial officers.

The acquisition of Daksh bolstered not only IBM’s global delivery capabilities but also brought the global major to the heart of the world’s fastest growing BPO market.

After three years of integration, IBM Daksh had emerged as a peoples powerhouse growing more than threefold to over 20,000 employees in a competitive landscape, where the name of the game was offering integrated solutions to clients at the best price. The acquisition of Daksh has empowered IBM to meet the challenge of value competitors like Infosys and Wipro. IBM is making huge investments to increase its presence in the Indian market in the sphere of consulting, technology, and research. In all this, its business transformation arm is proving to be a most effective delivery vehicle. Daksh could not have asked for a better suitor.

Excerpts from CNBC-TV18’s exclusive interview with Pawan Vaish:

Q: What inspired IBM to choose Daksh?

A: IBM was looking for capability in the business processes space because over the years IBM has morphed itself from being a hardware company to being an IT services company. Today, there is emphasis on software and business processes. Actually, it has been a very interesting story. I would certainly say that within IBM, the Daksh acquisition is touted as one of the most successful services acquisitions. It has brought enormous capability to IBM, which along with IBM’s technology, consulting, and research capability we put forth a value proposition to clients which was very compelling.

Q: Would you say cultural integration is not complete between Daksh and IBM?

A: Culture is a very important element of any integration. One of the reasons why this acquisition succeeded is because right from the start the value system and culture of the two organizations really matched. Daksh had a very strong executive support within the IBM company and IBM did not force fit itself on Daksh. IBM broke all the rules of integration in the Daksh administration. They said whatever made sense we will integrate but whatever we think is the best of the breed in Daksh we will leave it alone. In some cases, we will take those best practices and absorb them within IBM. We integrated the financial systems, compliance and control, and some elements of HR processes which in IBM were very mature. There were certain operational and HR processes that Daksh brought to the table that IBM felt were best of the breed and they took them to their other centers.

This mixing has been fantastic and there will be an ongoing transfusion of talent and best practices. We have had talent move from Daksh to China, Philippines, Japan, Australia, and the US. This is phenomenal.

Q: What are the emerging opportunities for IBM-Daksh now?

A: We have a global view. This is not only about India. We believe that a global footprint is essential to be a successful company. We have a global footprint. So, wherever we get the right skills, environment, and risk profile that is where our business will go. Globally, continuing to expand is something which is important to us.

Our F&A business continues to grow very aggressively and that is another area of growth. We are doing a lot of business in high-end BPO which is commonly called KPO. In our F&A world, we are doing high-end support to CFOs. We do a lot of high-end work in the insurance and technology verticals. I think moving up the complexity chain is something that is another exciting area.

The third area is all about putting together solutions where we bring in technology, research, and business process all together, and then put a solution to our customers so they can be ahead of their competition. That is something which is unique about IBM because just in research it spends USD 6 billion every year. So, we are able to tap those elements.

IBM-Daksh is a sterling success of a VC funded company. They grew from just seven employees to be counted among the country’s leading ones. It is success of such companies that keeps VCs to stay invested in startups.

Turning the Tables on Telemarketers.

2007-10-10T23:03:00.000-04:00

In general, I have one (and only one) technique for dealing with these people: I hang up on them. They’re not worth my time. Yes, I know that I ought to ask them to remove my name from their calling list. I try that with the worst offenders, but you know what? Nothing ever changes. I still get calls from Paper Printing and Converting nearly every day despite having asked to be removed from their list a dozen times.

Some people are unwilling to hang up on telemarketers because they believe it’s rude. My sister-in-law, for example, tries to be very polite. She sits through a lot of tedious sales pitches. I have other friends who simply set the phone down and walk away. This isn’t a bad idea, but it means I have to return to hang up the phone after a couple of minutes. No — for me, hanging up on the telemarketer is the most efficient course of action.

Telemarketers work off “scripts”. Especially resourceful people turn the tables on telemarketers by using counterscripts. There are a variety of counterscripts available on the internet. My favorite comes from Junkbusters:

Every time you get a call you consider junk, just ask the questions in this script. If they answer no, you may be able to sue them. Be sure to put your phone number on the National Do-Not-Call registry by visiting http://donotcall.gov or by calling 1-888-382-1222.

“Are you calling to sell something?” (or “is this a telemarketing call?”)
“Could you tell me your full name please?”
“And a phone number, area code first?”
“What’s the name of the organization you’re calling for?”
“Does that organization keep a list of numbers it’s been asked not to call?”
“I would like my number(s) put on that list. Can you take care of that now?”
“And does the company you work for also make telemarketing calls for any other organizations?” (If they answer no, skip the next question.)
(If yes) “Can you make sure your company won’t call me for any other organization?”

Visit Junkbusters for more information on this counterscript (and on other ways to “bust the junk messages out of your life”).

Just now I got a call from a telemarketer who read from a script with a lot of big words, and who sounded vaguely like he might have an actual concern with our business. I listened for 20 seconds before hanging up in disgust.

A minute later, the same telemarketer called back. “May I speak with the owner?” he asked.

“I am an owner,” I said. “And you just called. I told you I wasn’t interested.”

“Yeah, I know,” he said, “and you hung up on me.”

“I know I did,” I said, laughing. And I hung up on him again.

via link

Free Country Calling Codes.

2007-10-03T12:12:00.000-04:00

"Search for International Free Country Codes used for long distance calling. Our Search box allow you to find all international country calling codes available and the specific phone area code. Phone Country Calling Codes directory is constantly updated. International area code lookup will be fast and convenient. Our Online Searcher will instantly show you all telephone prefixes needed to call from one area code to another in seconds and FREE! ."
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Click2Voice offers free calls to many countries.

2007-10-01T18:48:00.001-04:00

Click2Voice offers free calls to many countries

Just when you thought Talkplus party is over, we gave you some more free calls offers and now something really good to make free calls to many destinations worldwide. Click2Voice a pretty small...

Learn how to make FREE calls worldwide.
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Prepaid Calling Card for INDIA.

2007-09-27T12:47:00.000-04:00

Microsoft Advertisement.

2007-09-23T03:42:00.000-04:00

2007-09-23T03:38:00.000-04:00

High-Demand Careers You've Never Heard Of

2007-09-23T03:21:00.001-04:00

If you cannot view the images in this e-mail, click here.

September 21, 2007

Youth In India Are Most Optimistic

2007-09-23T00:34:00.001-04:00

Youth In India Are Most Optimistic

Kairos Future Group survey finds young people in India have the brightest outlook on life, finding ample opportunity for personal advancement and fulfillment.

Click the link below to read the full story:
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www.bpopark.com

Bank of America (BoA) India jobs in Kolkata, Hyderabad, Chennai, Bangalore, New Delhi

2007-09-22T10:51:00.000-04:00

Bank of America (BoA) India jobs in Kolkata, Hyderabad, Chennai, Bangalore, New Delhi: "(BoA) over the last few years have set up outsourcing centers in India. First Bank of America India BPO center was set up in Hyderabad which was dedicated to the bank's corporate and consumer accounts. After that it sets up a new center in Mumbai, Andheri. The Continuum Solutions, parent concern's subsidiary takes care of both the centers."
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Penny Talk just for 2 cents

2007-09-22T00:06:00.000-04:00

NetWorldwide calls as low as 2 cents a minute

2007-09-21T23:59:00.000-04:00

Worldwide calls as low as 2 cents a minute

Virtual Call Center Software: Saving You Money!

2007-09-20T12:07:00.000-04:00

One of the chief complaints heard by consumer experts these days is the lack of quality customer service available to them. Unavailable or poorly trained staff have been cited as two of the more egregious annoyances experienced by customers, a problem that isn't about to go away any time soon. For companies seeking to hire and retain quality workers they are faced with a double dilemma: finding competent staff to serve their customers and justifying the funds to pay and house employees. Fortunately, there is another option worth exploring: virtual office support. Yes, by selecting a virtual office contact center companies are able to save money and still offer the professional services their customers deserve. Please read on to learn how businesses are saving thousands of dollars per month thanks to the services provided by one phone system provider.

Virtual customer service is loosely defined as a tool whereby businesses can utilize the expertise of human staff without the extensive overhead normally incurred. When it comes to a company's traditional phone system, one or more staff would usually need to be present on site during regular working hours resulting in labor and facility costs incurred. Add these costs to the price of the phone system and most businesses would find themselves paying thousands of dollars monthly for this service, no minor charge particularly for small businesses.

Thanks to the rise of the internet, phone calls can now be routed by means of VoIP (voice over internet protocol), saving customers money. For example, the Packet8 Virtual Office provides a hosted iPBX solution which reduces telecommunication costs dramatically. Add in the virtual call center option and deeper savings can be realized.

With a virtual call center option selected, companies can utilize off-site staff without worrying about training costs, salaries, sick days, holidays, office rental, and other expenses. This option is particularly attractive for companies with offices or personnel scattered across the country, indeed the world. No need to set up a brick and mortar office simply to house a telephone operator and equipment -- with many providers the equipment and the call center is remote and handles all calls as required. You share personnel without incurring all of the expenses and headaches of managing staff.

Some service providers even take the virtual call center option one step further by offering email and web chat capabilities that expand the ways customers can contact your business. Granted, for some of your customers phone access will suit them, but for others email or chat access would be preferred, if available. Now, you can have more options to stay in touch with your customers, services that can give you a leg up on your competition.

With a virtual call center in place, you can manager your customers through online tools that provide contact information and real-time reporting. What’s more, this system is fully scalable to fit your company’s specific needs and not to be subjected to some generic “one-size fits all” plan.

Yes, the 21st century is bringing more choices to companies designed to help them save money. With a virtual customer service solution added to your robust business VoIP plan, your customers will no longer complain about inadequate service and your accountant will be pleased to see the savings in telecommunications and personnel expenses.

If you are a small business owner looking for call center management software, or Voip related products, please visit Packet8.net. This article distributed by online marketing blog.

Article Source: http://www.ArticleBiz.com

Growth in services outsourcing to ... - Google Book Search

2007-09-20T11:57:00.000-04:00

Google Book search gives one of the best searches for books on call center.
One the best read books is "Growth in services outsourcing to India propellant or drain on the U.S. economy?"
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Feed reader

2007-09-19T16:53:00.000-04:00

Free Business Magazines.

2007-09-19T16:32:00.001-04:00

Free Business Magazines

Million RSS Bump It

2007-09-19T15:41:00.001-04:00

Outsourcing in the Philippines.

2007-09-19T15:24:00.000-04:00

I have had my share of working in an outsourcing company, actually companies, and still is having. The former one offered outsourcing services but I did work in its domestic account which dealt with the local customers. The one I m currently working with renders services that could help lighten the loads of website owners. My sister also works in one. So, I would say, Philippines is one good venue for outsourcing companies.

The country has become a growing destination of outsourcing companies a bit behind India. With its workforce of 380,000 graduates per year, Philippines is producing a herd of skilled workers. Not only does the outsourcing destination have English proficient, computer literate, and capable set of workforce but also is cost-efficient like lower hourly-rates.

Philippines became the ideal place for contact centers and is becoming idyllic for business finance and software development and animation. With the country s archipelagic structure, the place is not an advantage to foreign companies who are willing to outsource in it. The people are the primary reason why the country has gained the opportunity to be an offshore point of business.

With the latter developing businesses for outsourcing like the software development and animation, Filipinos have already proven their worthiness in animated films produced and presented by world-renowned companies like Disney Pixar, etc. Also, a lot of major companies like Dell, JP Morgan Chase, and Motorola among others are already operating in the Philippines.

The Philippines has an increasing industry of Business Process Outsourcing and this is because of it people. But, let s say, in every amazing set-up, there s always an excruciating pain to realize that there are villains wandering around. In the articles I have read, prestigious or foreign-owned companies operating in the Philippines have higher risks because of the ongoing terrorist threats in the Philippines. Many foreign countries citizens have proven this because they were held as kidnap victims by the terrorists living in the Philippines. Another one, the country does not have enough Information Technology facilities to provide this cultivating industry. In Iloilo, which is by the way one of the many cities that already is included in the developing Philippine cities to cater the outsourcing industry, the electricity supply is not that sufficient causing electrical bug downs.

Philippines is a rich country, most especially because of its skilled, loyal, and patient workforce. The president herself has even addresses the concerns and risks of operating in the Philippines by giving tax holidays and the like to those willing to function in the country.

As a Filipino, I dare say that my country is going to be a primary source of skilled workforce giving these BPOs excellent and satisfactory jobs. With the positive outlook in life and the striving-to-succeed attitude of my fellow countrymen, despite the odds that come on the way of the countries growing economy caused by its own people, this country can achieve something considering its developing industry of outsourcing.

The author is a graduate of Bachelor of Science in Business Administration Major in Marketing from the University of the Philippines in the Visayas. She is currently working as a Virtual Assistant in Eversun Software Philippines Corporation. She loves to read and enjoys bloghopping. She has an outgoing personality and is determined to learn new things.

Article Source: http://www.ArticleBiz.com

Are you wasting 3026 pounds per agent every year?

2007-09-19T15:14:00.001-04:00

"Inability to cope with rapidly changing technology leads to poor customer service A growing training and support gap in the UK's nearly 6,000 contact centres is impacting customer service for the worse. Exacerbated by high rates of staff churn (nearly 25 per cent ) and the need to train new starters, this is costing the industry £2.53 billion in unnecessary time and resources, according to figures from knowledge transfer provider Knowledge Solutions."
READ MORE...

Sending the toughest calls to the best virtual agents

2007-09-19T15:14:00.000-04:00

"In today s blog post, Greg Brashier of Virtual PBX details some of the benefits of virtual ACD (Automatic Call Distribution) and how it can improve business."
READ MORE...

Poor customer service

2007-09-19T15:13:00.000-04:00

"In a recent call to a company where I am a client, I was forced to spend a lot of time on the phone to correct several errors on their part. Their errors had not only cost me time and money, but also a great deal of aggravation (This was the 8th call). When I say forced, I mean that in her effort to get me off the phone quickly, the rep actually made the call much longer than it needed to be."
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Customer Service Department.

2007-09-19T14:54:00.001-04:00

Free VOIP Solution Free calls Worldwide: VOIP Industry Outlook - Special Feature

2007-09-19T14:41:00.000-04:00

"The VoIP industry is still evolving and its still some time before it matures like its traditional counterpart. At this point, we can only try to predict what the future will look like. This article tries to do exactly that. Let me caution you that the thoughts are purely based on the publicly available information and the writer's judgment; the same are not verified by any of the companies mentioned in the article."
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Skype + Mouse = MouseFone

2007-09-19T14:40:00.000-04:00

"Apparently converging Skype with USB mice seems to be a trend. You've got the Sony VAIO VN-CX1/B Skype mouse, the BeyondTel VM-01L optical Skype mouse, and now the Skype MouseFone ASG-143 from Sysgration."
READ MORE...

HD VOIP Requires New Measurement Criteria

2007-09-19T14:39:00.000-04:00

"Many tools on the market still rely on the e-model for voice assessment, measuring network conditions such as latency and jitter, and running them through an algorithm to generate an R-Factor score."
READ MORE...

Insurance BPO to create 1 lakh jobs in India

2007-09-19T14:27:00.000-04:00

"Amid falling margins and rising competition in the insurance sector globally, India has emerged as a net gainer with the country likely to generate $2 billion revenue and over one lakh jobs through insurance outsourcing business by 2010, a KPMG report says."
READ MORE...

Top 10 BPOs in India.

2007-09-19T14:21:00.000-04:00

Top 10 BPOs in India

China and India's Top Tech Companies.

2007-09-17T20:27:00.000-04:00

"China and India's Top Tech Companies Led by China Mobile and Bharti Airtel, eight tech players from Asia's top emerging markets rank among the BusinessWeek IT 100"
READ MORE...

hp

2007-09-08T01:36:00.001-04:00

Report: Businesses Plan to Increase Spending on Wireless Security

2007-09-06T09:58:00.000-04:00

Report: Businesses Plan to Increase Spending on Wireless Security: "IT decision makers say wireless security spending will grow in the next year. Be the first to comment on this article An international study by online market research firm InsightExpress revealed many businesses plan to increase spending on security for their wireless networks in the next year."

Why I use about 20 different VoIP providers

2007-09-06T09:57:00.000-04:00

Markus Göbel's Tech News Comments: Why I use about 20 different VoIP providers: "At GigaOM there is an interesting survey going on under the title 'Does your house VoIP?'. Om Malik asks: Regardless, time to ask the community what kind of a VoIP users are you? Cable kind, or someone who uses soft clients or do have still doing the Vonage styled ATA-based VoIP calling? This cuestions finally made me get a general idea about all the services I use. And, god, it's a lot of them!"

Skype on the Apple iPod touch

2007-09-06T09:56:00.000-04:00

Skype on the Apple iPod touch: "In my previous Apple iPod touch post I forgot to mention that since the Apple iPod touch supports the same Safari browser as the iPhone, this enables you to run AJAX applications over its built-in Wi-Fi wireless connection. Thus, you can even run a VoIP application such as Skype on the Apple iPod touch using SoonR, the very first Skype for iPhone solution that I broke the news back in July. It leverages AJAX within the Safari browser. Another recent solution is IM+ for Skype, which should also work on the iPod touch. The beauty of IM+ for Skype is that it doesn't even require Skype to be running on your PC - it leverages the Skype API and servers run by the IM+ for Skype folks (Shape Services)."

Free VOIP Solution Free calls Worldwide: MTNL VOIP service to charge for SIP Calls

2007-09-06T09:55:00.001-04:00

Free VOIP Solution Free calls Worldwide: MTNL VOIP service to charge for SIP Calls: "Isnt the title Too lame? However yes its True. We all got excited when the one of the largest Telecom provider in India, MTNL launched their very own VOIP Service few weeks back. We received some feedback from visitors that enough information is still not available."

Apple Refreshes iPods, Cuts iPhone Prices

2007-09-06T09:55:00.000-04:00

Apple Refreshes iPods, Cuts iPhone Prices: "SAN FRANCISCO—Apple introduced a redesigned iPod Nano and iPod Classic along with a multi-touch-screen iPod, confirming most of the rumors about what the company was going to introduce at a Sept. 5 product briefing at the Moscone Convention center here."

2007-09-05T18:28:00.001-04:00

New call center solution unveiled for Skype by ZDNet's Russell Shaw -- Call centers- love ‘em or hate ‘em, but you probably will talk to one sooner rather than later. These are the folks that some people call phone-based “customer service.” You may not realize this, but Skype has vivid aspirations of being a major player in the call center game. Skype is doing this through Skype for [...]

Call centre - Wikipedia

2007-09-04T23:13:00.000-04:00

Call centre - Wikipedia, the free encyclopedia: "A call centre or call center (see spelling differences) is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre."

IBM Buys Web Conferencing Service

2007-09-04T13:32:00.003-04:00

IBM Buys Web Conferencing Service: "IBM plans to integrate WebDialogs on-demand conferencing service with Lotus Sametime. Be the first to comment on this article SAN FRANCISCO—IBM announced on Aug. 22 at VoiceCon San Francisco that it has agreed to acquire Web conferencing service provider WebDialogs. Although IBM already provides an on-premises offering, WebDialogs represents IBM's first foray into the on-demand Web conferencing services to 'extend IBM's reach,' said Mike Rhodin, general manager of IBM's Lotus organization."

Power Users Compile Long iPhone Wish List

2007-09-04T13:32:00.002-04:00

Power Users Compile Long iPhone Wish List: "Experts in coding and product design say Apple has a lot more work to do on the iPhone. 3 comments posted Add your opinion There's a maxim well known to the tech-savvy that you should never buy the first version of any new gadget."

Skype's Protection Is Limited

2007-09-04T13:32:00.001-04:00

Skype's Protection Is Limited: "Opinion: The Skype outage shows that business-class users get no extra safeguards. Be the first to comment on this article Skype's two-day-plus outage in August was caused by, of all things, Microsoft's Patch Tuesday. But the outage has served as an excellent reminder that Skype is an 'as you can get it service,' with no additional protections for business-class users and accounts that may already pay the most for the service."

VOIP Security Requires Layered Approach, Experts Say

2007-09-04T13:32:00.000-04:00

VOIP Security Requires Layered Approach, Experts Say: "A combination of technology and education helps address VOIP threats, security professionals say. Be the first to comment on this article Security industry watchers say organizations need to take a layered approach to VOIP security. Voice-over-IP deployments are expected by some to be targeted by attackers more as the number of organizations utilizing the technology increases, with phone phishing in particular becoming a greater threat. An example of a phone phishing scam would be an attacker sending a spoofed e-mail instructing the customer to call a phone number to reactivate his or her bank account."

Rumors of a Google Mobile Phone Swirl

2007-09-04T13:31:00.000-04:00

Rumors of a Google Mobile Phone Swirl: "Google Maps and applications could find their way onto your next mobile phone. "

Call Center Reps Routinely Hang Up On Customers

2007-09-03T12:05:00.000-04:00

Call Center Reps Routinely Hang Up On Customers: "As organizations try to become more efficient, I bet this issue comes up a lot."

Customers turned off by difficult to speak to call centres

2007-09-03T12:04:00.002-04:00

Customers turned off by difficult to speak to call centres: "Survey reveals 96% of customers would use another company if it was easier to get through to a live person on the phone According to a survey of 2,500 consumers, the majority (96%) would seriously consider changing a provider, if it meant it was easier to contact a customer service representative for enquiries, rather than be faced by a recorded telephone message or no facility to speak to a live operator."

Firstsource celebrates first anniversary in Belfast

2007-09-03T12:04:00.001-04:00

Firstsource celebrates first anniversary in Belfast: "Nearly 1,000 jobs created in Belfast & Londonderry – well ahead of schedule FIRSTSOURCE, the India-headquartered global provider of business process outsourcing services, is celebrating the anniversary of the establishment of its first UK contact centre in Belfast by announcing that it is ahead of schedule in creating its target of 1,000 jobs in its two UK centres in Belfast and Londonderry."

Tech savvy Brits embrace self service technology

2007-09-03T12:04:00.000-04:00

Tech savvy Brits embrace self service technology: "UK adults believe that they are left waiting on hold for more than 11 minutes, compared to the 30 second industry average"

Outsourcing joke, humor on call center

2007-09-03T12:02:00.001-04:00

Outsourcing joke, humor on call center: "My friend, who works in a call center told me this incident of a dumb customer. The customer asked my friend what hours are the call center is open, the call center is actually the technical support center for the biggest computer makers of the world which is open 24/7 hours. So, when the individual asked him at what hours the call center is open, my friend told him the center is open 24 hours a day,7 days a week.'"

Can India retain its leadership position in outsourcing?

2007-09-03T12:02:00.000-04:00

Can India retain its leadership position in outsourcing?: "Are outsourcing jobs slipping away from India’s hand? Is India becoming victim of its own success? Regular rise in wage level (estimated to be around 9%) and scorching attrition rate notwithstanding, aggressive marketing by other countries like Philippines, Mexcio, China, Malaysia, Taiwan and South Korea can give India a run for its money. Analysts believe that"

Top 15 Software exports and services company of India 2006-07

2007-09-03T12:01:00.000-04:00

Top 15 Software exports and services company of India 2006-07: "# Tata Consultancy Services Ltd. # Infosys Technologies Ltd. # Wipro Technologies # Satyam Computer Services # HCL Technologies # Tech Mahindra # Patni Computer # I-flex Solutions # L&T InfoTech # Polaris Software"

Call center night shift leads to heart attack

2007-08-29T21:42:00.000-04:00

Call center night shift leads to heart attack: "I was curious to know whether working in call center, BPOs late at leaves any effect to the health of your heart. Let me rephrase this: are night shift call center people susceptible to heart attack or heart related problem more than day workers? I found out this article from BBC, which is really really scary."

Mantra for successful outsourcing deals

2007-08-29T21:41:00.001-04:00

Mantra for successful outsourcing deals: "Another outsourcing consulting company, a combo rather (don’t blame them, they only testify the fact that the industry going from strength to strength) has come out with something useful. Unlike those studies where after crawling continents they deliver findings like ‘cost’ is not the only factor companies consider outsourcing."

Univeristies to outsource email system to MSN, Google

2007-08-29T21:41:00.000-04:00

Univeristies to outsource email system to MSN, Google: "University email system...ahh...that’s a crooked thing….seriously...you can not open them….can not send or attach…server is overloaded…what not….poor half hearted tech team seems more confused than the users, forget fixing them for good. Not with my case, it’s the same scene everywhere, small to blue league….no one loves their respective university email system. So, this news of outsourcing email to big players is certainly a good news."

Is outsourcing possible in Pakistan?

2007-08-29T21:38:00.000-04:00

Is outsourcing possible in Pakistan?: "How people perceive Pakistan as an outsourcing destination? A country which is a den of extremists, a country without democracy and political stability? But still there are some hopefuls, some marketing activists who dream of placing Pakistan in world outsourcing map. They have reaosns to think so. Why"

More call center interview tips- Part 1

2007-08-29T21:37:00.000-04:00

More call center interview tips- Part 1: "I have seen so many of my friends and their elder/younger brothers/sisters really struggle during the time of interviews, but believe you me, in all respect they were probably the one who suits the job profile to the T. I don’t why it happens, may be they are not confident enough inside and it shows while they speak up or through their body language and they got kicked out."

Best salary, best wages, top 25 jobs in next two years

2007-08-29T21:35:00.001-04:00

Best salary, best wages, top 25 jobs in next two years: "Fast Company has compiled a list of best jobs for 2005-2009 that will pay the best salary. There are anaysis also, I am not going into the criticality and analysis, you can get it here. I am only concerned about the top 25 list of most coveted jobs. Lets take a look"

Benefits of outsourcing: top 11 benefits

2007-08-29T21:35:00.000-04:00

"What are the benefits of outsourcing? The debate on outsourcing is relentless, its good or its plain and siimple bad. It will go on and on. I am just submitting top 11 benefits on outsourcing. Later I will discuss what are the so called disdvantages or cons of outsourcing.benefits-of-outsourcing So, here we go, 11 benefits of outsourcing."
READ MORE...

Indian IT M&A steps into the big leagues

2007-08-29T21:33:00.001-04:00

"When Wipro announced today that it has a deal to buy US outsourcer Infocrossing for about $600 million, it signaled a major step up for India. This was the largest acquisition ever for the entire Indian IT industry. Wipro had bought eight companies in the past two years, but paid less than $100 million for each of them. I don't expect a flood of large acquisitions in the US by the Indians now, but I wouldn't be suprised to see one top $1 billion. One factor that could accelerate the pace and size of such acquistions is the rise of the value of the rupee. Analysts have talked about the problems that the rising rupee brings. Here's a positive: It buys a lot more in the United States."
READ MORE...

How to Avoid Being Bangalored

2007-08-29T21:33:00.000-04:00

"While much has been written about outsourcing and offshoring, I don't think very much has been written that provides a practical guide for Americans and Western Europeans about how to deal with it. So, as part of BusinessWeek's special double issue, The Future of Work, I wrote a piece that focuses in on what I think these people need to know and do to fashion sustainable careers. Here's the link. I'm interested in hearing some feedback."
READ MORE...

A sitdown with Infosys' new CEO

2007-08-29T21:32:00.000-04:00

"S. 'Kris' Gopalakrishnan, the new CEO of Infosys, may not have the effusive personality and gift of gab of his predecessor, Nandan Nilekani, but he's a solid executive who gives every promise of keeping one of the world's best-managed tech services companies on a solid growth track. I had lunch with him and a handful other journalists yesterday at The Modern, the restaurant that flanks the sculpture garden at New York's Museum of Modern Art. Gopalakrishnan was one of the six engineers who started Infosys in 1981 and has gradually worked his way up through the organization. Here's his list of the most important transformational trends out there today:"
READ MORE...

Google Talking to Cell Phone Operators, Makers

2007-08-06T14:10:00.000-04:00

"Google Inc. has approached wireless phone operators and handset makers as it looks for a piece of the market for advertisements on cellphones, the Wall Street Journal said on its Web site on Thursday."
READ MORE...

BPO goes to B towns.

2007-08-06T14:07:00.000-04:00

Tier II cities are all set to take the BPO thunder away from metros. High attrition rate in BPOs situated in metros and increasing cost of real estate is forcing several BPOs to think of Tier II cities as an attractive option. Non-metro cities offer an ample supply of manpower at 25 to 30 per cent cost compared to metro hubs such as Gurgaon-Delhi-Noida, Bangalore, Channai and Mumbai. Apart from that, the cost of real estate and transport is also much cheaper in smaller cities. Besides, it makes sense for the BPOs to spread out to smaller cities to achieve geographical spead for better disaster management.
READ MORE.

Top-10 Cool Concepts About SIP Trunking

2007-08-06T13:54:00.000-04:00

"This article explores the Top-10 “cool” concepts of SIP (Session Initiation Protocol) Trunking which are:
1 - Integration of new hosted VoIP (Voice over Internet Protocol) solutions
2 - Integration of VoIP with IP-PBX (Internet Protocol - PBX-Private Branch Exchange)
3 - Migration to VoIP with older TDM (Time Division Multiplexed) PBX systems
4 - New IAD (Integrated Access Device) service provides dynamic bandwidth management
5 - IAD support for analog telephones
6 - IAD support for 'hybrid' IP (Internet Protocol) and analog telephones
7 - Virtually unlimited incremental 'slope' growth
8 - Integration with ISP (Internet Service Provider) business
9 - Advanced communication service provider services
10 - Integration with traditional and virtual call centers"
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How it works: VoIP

2007-08-06T13:32:00.000-04:00

"The way voice-over-internet protocol, or VoIP, connects two phones is quite different — and more efficient — than the way a traditional phone call works."
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Now Easier To Get VoIP

2007-08-06T13:30:00.000-04:00

"Sitofono is a rather unique product in the VoIP marketplace. It enables customers to click on a button on your website and they can connect with you. All a customer has to do is input their phone number into the computer and their phone rings, connecting you! Check out my own Sitofono, which can be reached by clicking on the Sitofono logo in the article."
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Massive Layoff At Dell Call Center.

2007-08-04T13:16:00.000-04:00

"I went through this a couple of years ago. I had to communicate to over 600 employees that their jobs were being outsourced to India and the Philippines. Not a good scene."
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Is Cheap Calling Enough?

2007-08-04T13:15:00.001-04:00

"Back when I first started playing with VoIP, I would use whatever VoIP calling method I could. Partially to save money, partially because it was the latest shiny toy. I set up Sipura (now Linksys) ATAs, hacked the Open-Source PBX Asterisk, and signed up with every VoIP service known to man. I suffered through some quality issues on some early calls, but man, I was using VoIP because I could and it was cheap."
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Customer Service: Self-Service Becoming the American Way

2007-08-04T13:15:00.000-04:00

"North American consumers in 2007 are forecast to spend more than $525 billion at self-checkout lanes, ticketing kiosks and other self-service machines, including postal kiosks, according to IHL Consulting Group. That figure could reach nearly $1.3 trillion by 2011."
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Contact Centers: Call Centers: No Longer Just About Outbound

2007-08-04T13:14:00.001-04:00

"'We are in the process of developing a true skills-based routing solution, which [R&D is] now testing. In the future, they plan to create the ultimate soft switch platform, which is in the works,' said Asim Saber, CEO of call center software provider Stratasoft."
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When you shouldn't oursource

2007-08-04T13:14:00.000-04:00

Outsourcing call centers has been criticized as sometimes leading to worse customer service. Ken Carlon, CEO of Optima, suggests that companies need to have a level head about the subject. Isn't there a danger of losing touch or losing control if a company outsources their call center?"
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Spelling it out: funny call center stories from the Philippines

2007-08-04T13:13:00.000-04:00

"Sometimes the only way to get a customer to understand what you're saying, especially if you use different brands of English, is to spell it out. These stories come from Pinoy Exchange forum's Call Center Bloopers and Boo Boos. You can read more Filipino funny call center stories and call center bloopers here."
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Outsourcing causes more problems than cures for a company

2007-08-02T16:23:00.000-04:00

"The biggest gainer from any outsourcing deal is no doubt the company. It saves millions of dollars for the company and helps it to post more profitable results every year. The other important gainers are the top executives and owners of these companies who see their stock holding gain significantly in value."
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Ooma Wants to Pwn Your Phone Service

2007-08-02T12:22:00.001-04:00

"Many people don't read through the end user license agreements (EULA) that come with, well, just about anything. Including VoIP service. Mostly, they get ignored and clicked-through."
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Free VOIP Solution Free calls Worldwide: Gizmo Call VOIP will again offer Free calls?

2007-08-02T12:22:00.000-04:00

"Didnt we all love Gizmo Call when they were offering Free 10 mins Calls Worldwide? Just after they launched, VOIP Guide cracked into Gizmo Call to give 20 mins and later 40 mins Call with that ultimate Gizmo Call hack. Rest was History, Thousands of calls were made with our ultimate Gizmo Call hack."
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The VoIP Weblog: GrandCentral + TalkPlus = A Powerful Combination

2007-08-02T12:21:00.000-04:00

"GrandCentral, which just recently got acquired by Google, is one of the most insanely useful services out there. It uses the power of VoIP to route calls where ever you happen to be, but all that magic is transparent to you, the user."
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Hosted Solutions and VoIP Firm, deltathree, Selected to Power Intelsat Mobile

2007-08-02T12:20:00.000-04:00

"Hosted VoIP communications solutions for service providers, resellers and consumers, deltathree, has been selected to power the mobile VoIP services of satellite communications provider, Intelsat."
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How To Shut Someone Up On A Conference Call

2007-08-02T12:18:00.000-04:00

"Gokul Gopalakris brings up an annoyance I've run into on more than one occasion: the inability to easily silence someone on a conference call. Anything from people whom shouldn't be speaking to someone whom insists on joining a call while driving somewhere can be dealt with--if you can get a human involved. There has to be a better way."
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Google Phone

2007-08-02T12:16:00.000-04:00

"Here is the latest on the Google branded cell phone from the Wall Street Journal."
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Focusing on the Gap Between IT Service and Customer Satisfaction

2007-08-02T12:07:00.000-04:00

"There is a cure for a long endured problem that causes pain for both help desks and their end users. There is frustration that plagues both sides as a result of a lack of manpower in IT. I have witnessed a lot of changes in the help desk business, but there is one thing that has remained the same. It seems like most IT help desks are run on a skeleton crew all year round."
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Start your own callcenter in 10 minutes

2007-08-02T12:04:00.001-04:00

"Everyone loves to complain about phone tech support, but who's doing something about it? You can and you should and here's how to do it."
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Contact Centers: Making Phone Systems More Human

2007-08-02T12:04:00.000-04:00

"Meeting customer needs may mean making it more convenient for callers to 'get human' when necessary. However, 'getting human' just isn't enough. Meeting customer needs should always mean ensuring the quality and performance of the automated systems and self-service applications on which customers rely, and having the confidence that applications and systems will work as an organization and its customers expect."
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Telstra blamed for girl's suicide.

2007-08-02T12:03:00.000-04:00

"THE family of a young call centre worker wants to sue Telstra for allegedly contributing to her suicide."
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“Being American” Made Easy - The Joost Way

2007-08-02T12:01:00.000-04:00

"Joost will be a perfect tool for BPO, Call-Center and Industry in India as new employees, recruits can be familiarised with the idea of “American Way of Living” easier, quicker. Joost TV Channels can be one tool for Indians workers to learn the American Living and thus facilitate serving the Americans much better. Get Joost, be American!"
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Call-center dialers hang up big time - Business .

2007-08-02T12:00:00.000-04:00

"You know the feeling.You ring a company’s call center to fix a problem only to be put on hold or given the runaround. Eventually you hang up."
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Reducing Call Center Waiting With SIP

2007-08-02T11:59:00.000-04:00

"With session initiation protocol, or SIP, instantaneous collaboration using any device is automatic and device-independent, so call center operators don't have to worry about how their customers and employees connect. Need to move from a phone call to an interactive video? It's effortless, because SIP lets you adapt dynamically."
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Mortgage Terms Glossary

2007-08-01T18:51:00.000-04:00

"Mortgage Terms Glossary"
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India's top 15 BPO-ITeS firms

2007-08-01T16:28:00.000-04:00

"Genpact has been ranked India's best third party ITES-BPO company, followed by WNS Global Services at the second spot and Transworks Information Services taking the third slot."
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After US, Indian BPOs eye new markets

2007-08-01T16:27:00.001-04:00

"The US market is reaching a saturation point when it comes to outsourcing. The outsourcing growth in the US has halved over the past year -- from 60 per cent to 30 per cent. Indian companies, hence, need to increase their investments in emerging markets to keep the outsourcing growth intact, say industry experts."
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