Domestic BPO Recruitment Best Practices

A Brief Note                                      

Recruitment basically means providing Man Power Requirements to the Clients according to their needs or we can say that recruitment is the process of attracting candidates and selecting among them who best suits your needs. Since the demand from the clients is increasing day by day, it was necessary to realign & implement few practises to improve the recruitment efficiency 

On a practical study, our findings on the recruitment are as follows:

Walk-in’s vs selection Trend: 

          On a sample 3 month study on the domestic recruitment, the candidate rejection %age was around 61% from the various recruitment sources.

Since the rejection %age shot sky high, it was very necessary to bring in an innovative method to increase selection %age from the existing walk-in candidate pool.

On further analysis of the rejected candidates, below are the findings:

The top reason under rejected candidates was contributed by “Salary Concerns – 40%” which had low scope to work upon.
The least contributor “Others - 25%” had various reasons for rejections:

• Candidates looking for Non-voice process
• Candidates wanted Night shift jobs
• Candidates were highly qualified 

which again had very less scope to work upon.


There were about 35% of candidates who were rejected in the HR/ Operations round for basic reasons as listed below:

• Lack of Communication
• Grammatical errors
• Lack of presentation skills
• Not expressive due to Interview fear

The above categorized candidates are workable, hence we have designed this new module for improving the selection %.
The target audience from the rejected list who falls under “Communication” have been counselled by HR professionals to join a training program designed exclusively.

The exclusive training program has been designed for 6 days wherein we cover, 

• Grammar
• Sentence formation 
• English communication (expressing ideas/ views)
• Convincing skills in English
• Interview skills
• Soft skills
• Telephone etiquette
• Role plays 
• Playing Motivational videos

Post 6 days of training, the candidates undergo a certification program on the topics covered.
These certified candidates will be presented further for OPS interview.

Result:                                                                                         

• The above practice helped us to increase our monthly selection by 14%-18%.

Additional Benefits:                                                                     

• This best practice also proved that the employees association with our organisation is beyond 6 months.

BEST PRACTICE – PIP (PERFORMANCE IMPROVEMENT PLAN)

A Brief Note on PIP                                                           

A Performance Improvement Plan is a formal process used by operations/ HR team to help employees improve overall performance or behavior. The performance improvement plan is to identify performance, Call Quality or behavioral issues that need to be corrected and creates a written plan of action to guide the improvement or corrective action.

Call Quality:                                                                                                                                                                 

• Employees would be evaluated on defined Call Quality parameters which includes Script, Soft skills, Product & Process knowledge.
• Once the parameter is defined asper process, it has to be divided by 100 so that each parameter gets a value.  Further each parameter can be broken in Fatal & Non-Fatal Parameter.
• Fatal Parameter would be termed if there is a monitory impact or good will to the organization and effect customer satisfaction.
• Non-Fatal Parameter would be termed if the impact is related to soft skills
• Fatal instance would rate the call to “0” whereas Non-fatal instance would lead to reduction in the scores. Non-Fatal parameter score to given individual weightage which sums to 100
• The Call Quality scores are segregated by Green =>95%, Yellow B/w 90%-94% & Red band <=89%
• We monitor 4 calls per agent per week with quality feedbacks

Performance:                                                                                                                                                

• Employee would be assigned with an individual target basis the process targets
• Differential targets assigned based on vintage

Behavior:                                                                                     

Employee behavior considered basis acceptance on the Organization culture, procedure, and policies and will issues.

Criteria to select Employees for PIP:                                                            

• An employee who consistently falls under red band for 2 months
• An employee who scores more than 50% Fatal calls in a month
• An employee who does not achieve the set operational performance target for 2 months
• Weekly performance is less than 25%

On a sample study, the performance trend of an agent is as follows: 

Criteria:

• Employee who scored more than 50% fatal calls in “X” month & their performance for previous week was 52%.

PIP Process:

PIP Letter has to be issued:

• Met the outlier’s one on one & signing of PIP forms.
• Briefing on the PIP reason & plan to improve
• Clear communication on non-improvement post PIP, action will be taken on individuals by the management

Monitoring:

• Daily call audit and feedback has to be provided in specified format
• Live barge to check the implementation of feedbacks shared
• Instant feedback with suggestion on improvements to be shared along with focus points
• Performance metric to be discussed by supervisors on regular intervals
• QA/OPS team to have daily briefing on the performance improvements
• Combined Performance review on weekly basis by quality & Operations Manager

Conclusion:

• On 30th day a combined report on Quality & Performance will be flashed with the acceptance status of the employee
• PIP form to be relooked in the presence of RM’s & the final status was shared (Certified moved back to operations & the non-certified was issued a termination letter.

Result:

• With the help of above best practice we were able to certify 73% of the employee who were under PIP.

Additional Benefits:                                                                     

• This best practise also helped employees to gain higher monitory benefits (Performance Incentives) as there was substantial increase in their performance.
• This best practise showed improvement trend in E-sat & C-sat

Telesales Overview

A Brief Note on Telesales                                     

Telesales may be done from a company office, from a call centre, or from home. An effective telesales process often involves two or more calls. The first call (or series of calls) determines the customer’s needs. The final call (or series of calls) motivates the customer to make a purchase. 

Why Sell Through Telesales?                                

• It is far more cost effective than field sales
• It is immediate, no appointment necessary
• It is one-to-one (personal)
• It is Less formal than writing
• It is common place, everyone uses the phone

1. Steps involved to become a Good Telesales Executive                                                            

1.1 Adopt the right attitude
1.2 Drive yourself to success
1.3 Have belief in yourself
1.4 Never Assume
1.5 Develop good verbal skills
1.6 Be prepared
1.7 Handle all calls professionally
1.8 Close each call professionally

1.1.1  Adopt the right attitude: 

• Feel and Act successful and you will Be successful
• Enjoy selling by phone
• Focus on the customers’ needs not your wants
• “Go the extra mile”
• Always use the customer’s name
• Keep records of all calls, listen to it whenever you get time 
• Keep your promises , don’t give an false promises
• Follow up relentlessly, don’t give up on follow up unless the customers says he not interested
• Smile
• It takes only a second, but can last a lifetime
• It is the shortest distance between 2 people
• It is a little curve that puts everything straight

1.1.2  Drive yourself to success:

• Set personal goals
• What number of calls will you make today?
• What number of appointments will you make?
• What number of sales will you make?
• What increase on target, will you achieve?
• Challenge others in your shift to a competition
• Reward yourself when you reach “your” target or goal

1.1.3 Have belief in yourself:

• Have belief in YOU and YOUR Products
• Knowledge boosts confidence
• KNOW everything about your products
• Uncertainty raises uncertainty
• Stand up for important calls

        - The brain can think 2-3 times faster when you are standing up
        - You feel more forceful and alert
        - It can also stop interruptions from other people as they can see you are making an important call

1.1.4 Never ASSUME: 

• Listen to the customer carefully

              - You will pick up buying signals and signs of interest the more you listen

• NEVER ASSUME, for if you do - You make a fool of yourself
• When God created humans, he gave us two ears and one mouth, use them in that order!

            - The more you talk, the more they’ll walk…

• Find out all you can about your customer, The more you listen, the more you will sell
• Avoid interrupting

1.1.5  Develop good verbal skills:

• In telephone selling you can’t concentrate on nonverbal signals, Therefore you are operating 45% less effectively
• You must improve your vocabulary 
• Remember the following points

           - Clients CAN’T see YOU
           - You can’t demonstrate a product
           - You can’t show them literature
           - They can’t see that you are sincere, so be polite and courteous at all times!
           - You can’t see THEIR reactions
           - You need to present yourself clearly and confidently, get their feedback, know when to ask for the lead & when to hang up

• Say NO to the below points

          - Don’t Shout
          - Don’t mumble
          - Don’t talk quickly

• Use POSITIVE LANGUAGE

          - “I am sure” or “I am certain” or “I know” instead of “maybe”, “perhaps” or “possibly”
          - Use closing questions like “wouldn’t you?”, “isn’t it?” and “won’t you?”
          - Ask questions often to keep control and get feedback

1.1.6  Be prepared: 

In order to make calls, get appointments, give prices and get leads, you must KNOW:-

• The product/service facts, features and benefits
• The products’ history and current status in the market
• Your price lists
• Your competitors
• To keep a record of all calls 
• To update your follow-ups regularly 

1.1.7  Handle all calls professionally: 

• There are two types of outbound calls

            - To Generate a Leads/interest in a Product/Service
            - To Sell a Product/Service

• Smile, as soon as you pick the call

• Establish:

            - Introduce yourself 
            - Introduce the company your representation
            - Inform the purpose of the call 
            - Ask for the concern person you wish to speak to
            - REMEMBER – NEVER ASSUME ANYTHING

• Remember, FIRST impressions lasts for long
• Sound warm and friendly, positive, professional, helpful polite and courteous throughout the call 
• Make sure you don’t sound harassed, busy, “distant” or uninterested

1.1.8  Close each call professionally: 4 steps to ending calls correctly

• Re-Confirm with the customer with all the details 
• Thank them for the call/enquiry/sale/lead etc.
• Leave on a pleasant note, ( Have a Good Day/Evening )
• Disconnect the Call after the customer hangs up

Attrition Management Overview

A Brief Note                                                           

BPO industry is being looked upon as the next big employment generator, It is however no easy task for an HR manager to bridge the ever increasing demand - supply gap of professionals. Adding to this is the issue of maintaining consistency in performance and keeping the motivation levels high, despite the monotonous work. The toughest concern for any organisation is to keep the attrition rate in control

Employee Attrition !                                             

Employee attrition is a very big concern, Attrition rate is increasing day by day. Why an Employee leaves a company is the question asked by most of the employers. Companies even hire Private HR professionals to study the company's work and find out why an employee is dissatisfied. 

A survey has found out that there are various reasons for Employee Attrition -

• Higher Pay Package in another company
• Good working Conditions
• Opportunities for growth in new company
• Change of Place problem
• A better Boss in new company
• Brand Image of the new company

Employee attrition costs a lot to the company. There are various costs which are borne by the company at the start when the employee is under training period. Costs such as -

• Conveyance Cost
• Cost of lodging of the new employee
• Trainers cost
• Cost of venue where training will be conducted
• Materials to be supplied during training process

Attrition  Calculation                                             

Attrition in an organization refers to resignations in a particular month, quarter or year. To simplify it further, it refers to the number of employees who leave an organization. And formula for calculation for attrition % is:

Attrition % =(No. of Employees Quit) /(Avg. Employees during that time frame) %100

Inputs for computing Annualized Value is:

Monthly – Multiply the Value by 12 
Quarterly – Multiply the Value by 4 
Half Yearly – Multiply the value by 2 

Annual – Do not multiply :-)

Just to elaborate with example with respect to data shared below is:

If in a month there are 65 no. of quit cases and average no. of employee strength till date was 3012 then:
Attrition % YTD=65/3012*100=2.15% hence, monthly attrition %(YTD) for that month will be 2.15%*12=25.8%

Who is responsible & the cause of Attrition ?      

HR Heads are worried about employees leaving their organizations. Not only it is costly to lose trained employees but their replacements are not easy to come by. Hence the HR strives hard to keep attrition at the minimum. 
Attrition in the BPO industry is two fold. One part of the attrition is where the employee leaves the industry entirely. The other section of attrition is where the employee joins another firm in the industry. Both the sections have separate reasons which need to be identified.

The primary reason for people leaving the industry is due to the cause that the industry is viewed as a gap filler occupation. There seems to be a flaw in the way the industry is structured. The industry has been mainly dependent on youngsters who are taking out time to work, making money in the process also while thinking of career alternatives. Hence for this group BPO is never a long term career but only as a part time job. 
Regarding the attrition between firms, the chief cause is the unavailability of resources in the job market causing a great demand compared to the supply available. The limited resource in the market leads to poaching and head hunting amongst the competitors for the common pool. Usually new projects in the BPO industry, requires a transition stage to be implemented within a short time. The lack of preplanned recruitment leaves the firms with no option but to fulfil their immediate requirement by poaching resources working on similar projects in other firms.

BENEFITS OF ATTRITION: Attrition is not bad always if it happens in a controlled manner. Some attrition is always desirable and necessary for organizational growth and development. The only concern is how organizations differentiate “good attrition” from “bad attrition”. The term “healthy attrition” or “good attrition” signifies the importance of less productive employees voluntarily leaving the organization. This means if the ones who have left fall in the category of low performers, the attrition in considered being healthy.

Attrition rates are considered to be beneficial in some ways: 

• If all employees stay in the same organization for a very long time, most of them will be at the top of their pay scale which will result in excessive manpower costs.
• When certain employees leave, whose continuation of service would have negatively impacted productivity and profitability of the company, the company is benefited.
• New employees bring new ideas, approaches, abilities & attitudes which can keep the organization from becoming stagnant. 
• There are also some people in the organization who have a negative and demoralizing influence on the work culture and team spirit. This, in the long-term, is detrimental to organizational health.
• Desirable attrition also includes termination of employees with whom the organization does not want to continue a relationship. 

Recommendations and Suggestions                     

• Hiring individuals who are truly fit to succeed in the position would increase the chances of employee being satisfied with work and stay with the company for an extended period of time.
• Regular one on one interaction with the employees to understand their needs better.
• Clear identification of training needs i.e., requirements and existing skills and knowledge have to be formulated.
• The growth, objectives and vision has to be communicated by the top management on a regular basis to its employees.
• Internal training should be initiated in terms of soft skills, communication and technology.
• The roles and responsibilities have to be clearly specified and communicated.
• Career succession planning to the employees has to be formulated, identified and communicated
• Employee should feel free to provide their suggestions based on a format regularly formed that has to include objectives/measures/targets/initiatives.
• The team leader should be involved in selecting their required candidates
• The compensation package has to be increased to the market level and current trends.
• Work location facilities should be improved. 
• Exit Interview with the employees who are leaving the organization will help the organization to find out the reasons and any drawbacks within the organization.

CONCLUSION: 
Employee attrition is no longer only an HR concern. To tackle this, both the business function as well as HR needs to work hand-in-hand. While business (Support staff) would need to take ownership of their employees, the role of HR is to equip people managers to engage their teams effectively. Attrition management has always been approached reactively. It is time to be proactive. Lead indicators of attrition needs to be identified. One of the most common lead indicators are is employee dissatisfaction. Role of people managers and HR is to sense and identify possible dissatisfaction in employees and provided solution/remedies before it takes any alarming form. Resolve the satisfaction and arrest attrition is the mantra of the day. 

So factors such as training, goal awareness, career succession planning are important aspects to the employees and they prefer the organizational goals to objectives should have their interest in their continuous growth. Regular feedback and support also been involved in the attrition rate causes.

Attrition cannot be removed, but it can be reduced. If initiative is taken towards this step, as per the recommendations of this research, then the attrition rate can be lowered, so that the expenditures towards hiring and training an new joiner which exceeds the cost of retaining an employee can be drastically brought down.

Running an Outsourced Lead Generation Process

A Brief Note on Lead Generation                                                   

Most companies today would like to outsource their lead generation to a specialized vendor who is a master and knows the tricks of the trade on lead generation. This blog is to give BPO's an overview of how to successfully generate leads for their customers. Lead generation is the process of making contacts which may lead to a sale or other favorable outcome. It also creates interest or inquiry into products or services of a business.

Ways of lead generation                                                                 

Here are few proven lead-generation tips, including the best methods and media for finding prospective customers.

1. Internet 
2. SMS
3. Direct Mailer
4. Emailer
5. Cold Calling
6. Collateral

1. Internet                                                                                      

The Internet is now an essential element in business communication. When people want information, they surf the web to find what they need.

1.1 Website: You need a good website that maximizes your exposure … or you’ll look old-fashioned and behind-the-times. Your website needs to be attractive, informative, and easy to navigate so that you obtain a constant stream of new prospects. You also need to establish a system that deftly converts them into customers.
1.2 Search Engine Optimization (SEO): If you know how to use SEO, you will end up on your prospects’ shortlist when they search for answers or solutions to their problems. Potential clients will use a search engine to find an answer, in fact they may say to themselves “I will google that”.
1.3 Blogging: We have always been big supporters of blogging for business. The tricky part about blogging is that even though a blog doesn’t generate many direct leads, it’s still the most effective driver of leads to a website. A blog is directly connected to your SEO and increases your chances of being found online
1.4 Social Media: This may sound odd but this is what those social media tools are for in your marketing strategy. The success you have on social media is dependent on the quality of your networking. Of course the style of interaction does vary from one social media channel to another, yet it’s all about making the right connections, providing an easy way to connect and refer and getting attention for your services and products.
1.5 Pay Per Click: One way to land straight on your prospects’ radar is to have a direct control over the keywords you’re being discovered by, i.e. buy your way into the search results for the keywords that are most relevant to your business. With PPC you pay when someone clicks on your link and it’s completely trackable and measurable. PPC advertising is also typically more affordable than traditional advertising.

2. SMS                                                                                            

Most mobile devices support SMS text messages in some way. As a result, text message campaigns are a great way to grow your mobile lead generation where traditional methods like email or apps may have stalled.

3. Direct Mailer                                                                             

An extremely flexible medium that gives you access to prospects, It allows you to present every benefit of your product or service over those of your competition in a manner that’s 100% consistent. This is not just in their offices and during the business day, but in their homes, in the evenings and at weekends. Reaching the right audience with the right offer and the right message is the key to success, because the only thing that counts is how many sales or inquiries your mailing generates.

4. E-Mailer                                                                                     

There are many benefits to using e-mailer – you can spread required content, make special offers and this way build a good subscriber list. When you are sending e-mailer to people, the key is to have great content. The better the content and the more exclusive your offers, the more attention you’ll get.

5. Cold calling                                                                                

Cold calling can be used very effectively in conjunction with other types of marketing. It is flexible in scope, message, and the things it can accomplish. It works especially well with direct mail because it allows you to identify prospects and reach them directly through two media. It is also an enormously effective way to keep advancing and building your relationship and gently leading your prospects to a purchasing decision. It also gives you immediate feedback from customers and prospects as no other medium can, allowing you to find out what prospective customers want, what they like, and what they don’t like, as well as helping you qualify them.

6. Collateral                                                                                   

Writing articles and news stories for publication in the media that your prospects and customers would find interesting and would like to know about is the quickest, easiest way, and usually the first step, in building your reputation. You need to know how to come up with article ideas, research and write successful articles, get them published, use the reprints in self-promotion, and get people to respond to you and buy your products or services.
Few Examples –

• Hoarding
• News Paper
• Banners
• Leaflets
• No Parking boards
• Commercial Ads

Cost Optimization Overview in General

A Brief Note                                                           

Finding an alternative with the most cost effective or highest achievable performance under the given constraints, by maximizing desired factors and minimizing undesired ones. Cost optimization is considered when either the set targets are achieved but at a higher cost or targets achieved but there is a strive/need to do more with less cost.

Why cost optimization?                                        

The approach that is being used need to bridge the gap between the current and the targeted budget, 
The solution starts with changing our thinking around the problem. We have to be innovative

Benefits of cost optimization:

Cost optimization might result in reallocation of funds so that an investment leads to an greater saving.
It is important to recognize that in fact, all cost cutting requires an investment. Even the simplest cost cut requires some level of analysis and human effort. In extreme cases, you may even make a decision that reduces revenue, in order to obtain an even greater reduction on expenditure.

Steps to be followed                                              

1. Set objectives

• Are we aiming primarily on cutting cost or are we looking for ways to cost effectively invest in key areas to generate greater returns?
• Set a scope
• Are staff cuts and organizational changes part of the mandate or are they off limits?
• Are we looking for any improvements regardless of their pay back or are we just focused on the “big ticket” items?
• Set a team (no new members as they would not have  a better understanding of the current situation)

2. Techniques 

• Six thinking hats(Edward de Bono)

• Brain storm - Classify the ideas into ORGANIZATIONAL, INFRASTRUCTURE & OPERATIONS, APPLICATIONS , PROGRAM MANAGMENT

3. Classify ideas 

• Using the classification framework, we can now start to filter the ideas and select those with the most potential.

4. Detail ideas

• For each of the ideas, understand the attributes such as the potential benefits & risks , the timelines & resource requirements & the financial pay offs
• Select those final few ideas based on value measure that will become the focus of your cost optimization program

5. Develop Plans

• Once the projects are identified, develop plans for them

6. Implement & Review

• Once the selected few ideas have been implemented, review them for the desired results
• However, do not forget to next consider those ideas that were initially not filtered
• Once all the ideas have been exhausted, start again with brainstorming

7. Benefits

• Applying these simple tools to your program will not only deliver significant financial benefits but also will empower & motivate your team that was committed to making your cost optimization program a success

All that you need to know about Domestic BPO

A Brief Note...                                                        

Domestic BPO (Business Process Outsourcing) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider. Outsourcing as a concept is probably one the oldest and most commonly practiced. As a concept and practice it pervades all aspects of our lives- domestic as well as professional.

Why Outsource  ???                                               

Traditionally, the main objective of companies outsourcing their business processes was the want of low cost. But now-a-days, companies are no longer looking at cost reduction alone. 

They typically want to achieve:

• Process improvement and efficiency - faster turnaround and greater productivity
• Cost savings.
• Improved quality - less errors/rework 
• Building/strengthening presence in a new market
• Increased focus on core competencies - e.g. developing new products or services 
• Building business value and strategic differentiation.

Domestic BPO Segments                                       

BPO in India is organized in many segments, voice and non-voice are the two major segments. Some of the Voice & Non Voice processes have been listed below:

Voice:   





Non Voice: 

Domestic BPO deals mainly with non-core processes of an organization, some of the well-known Industry who are into outsourcing are shown below: 

• Telecom
• Banks
• Insurance
• Manufacturing                           
• Healthcare and Pharma
• IT
• Travel agencies
• Airlines
• Governments

Let’s take an example of a telecom sector who today deal with a challenging environment where they must know how to best capitalize on new technologies to address their growing customer demand, investor expectations & operational requirements of their vast services in fixed line, mobile, and broadband technology.
With change in telecommunications acceleration, telecom companies are looking for partners who can enhance customer service support, reduce costs and risks, and in the course increase profitability.

Telecom Sector:

Under telecom sector, BPO projects can be classified under Voice & Non Voice processes.

Voice:

Voice would be classigfied into Inbound & Outbound process. In Inbound where customer calls your business for an Enquiry, request or Compaint however on Outbound the customer are being called for similar reasons pertaining to his Fixed Line, Mobile or Broadband technology.

Inbound Processes: 

• Customer care: End user Enquiry/ Complaint calls pertaining to Fixed line or Mobile to be handled
• Technical helpline: End user Enquiry/ Complaint calls pertaining to Data/Broadband to be handled.
• Televerification: Verification of the subscriber details before activating a new Mobile SIM.
• Dealer helpline: Enquiry/ Complaint calls pertaining to any product from the distributor/ dealer.
• Escalation desk: Handle all objections raised by subscribers, routed from customer care & technical helpline

Outbound Processes:

• QRC (Query resolution cell) – Resolution / closure calls to End user’s on their complaint/ requests raised.
• Customer Acquisition – Sales related calling pertaining to Mobile, Landline, Broadband & Data products.
• Revenue Enhancement – Enhance existing customer’s revenue based on best fit plan for all products.
• Retention cell – Retaining exisitng subscribers who have shown interest to move with competition
• VAS cell – Upselling various VAS products & their beneifts to end user’s
• Customer Survey – Feedback/ Survey calls to check customer experience at all customer touchpoints.
• Debit Collection – Reminder calls to subscribers who missed to pay bills on time across all products. 

Non Voice: 

Non-voice processes are not dependent on voice services, These are interactions with the customers either by visit of any other communication medium other than voice calls. Non Voice consists of Data Entry, Written correspondence, Field work & Backend processing.

Data Entry: Order Entry – CAF (customer agreement form) Data entry to convert the hard CAF to soft for all new acquisitions on all products

WCC (Written Communication cell):  Handle all customers upadtes/ query/ concenrns through written communication via email, Memos, Letters, Faxes, Manuals, News letters.

AVCV (Address Verification & Customer Verification): Verify the actual customer along with communication address through a personal visit on field for all new acquisitions for all products. 

Billing: Billing is a process of collecting usage, aggregating it, applying required charges and finally generating invoices for the customers. BCC also includes receiving and recording payments from the customers along with promt bill delivery.

Credit control and Collections: This involves close follow-up activities on field by collecting outstanding payments and taking appropriate actions to clear the outstanding from customers on all products.

Chat: Web based chat options to Handle & resolve all queries/ concerns of the end users especially on Broadband services.

Classification:
Across all major telecom service providers, their subscriber base is largely classified into Premium & Non Premium segments depending on their revenues. This segmentation implemented to all Line of business such as Fixed Line, Mobile or Broadband/Data products.

The Premium segment customer would be handled with atmost care to demonstrate the best overall experince of the brand/Product, few added services like, faster resoltion, dedicated helpline & customisation are the key benefits.

The Premium segments line of buisnessess are primarily outsourced to Large BPO players of the country considering the technology adopted, Better infrastructure, Location spread, Management skills & Brand Reputation.

Conclusion: 

The premium segments are revolved amongst the Large BPO players, their commenrcials are always tagged at higher value considering the service rendered by them. 

The Non premium segments comes with a low price tag & similar service expectation as compared to a large BPO player interms of Technology, Infrastructure, location sopred & Management skills. 


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