Game Changer in BPO

Outsourcing business is all about efficiency, leveraging great talent pool and differentiating with respect to customer satisfaction, speed, innovation and managed growth. If companies can do this consistently, there is growth and no one can stop job migrations to other companies or countries. Am sure you already know how DELL changed the game in the PC industry.  It takes only one company to redefine responsiveness and pricing. Then, the cost conscious customers will come back for renegotiation or transition to your competitor. You may be doing great so far but keep improve your performance to sustain.

The Challenges 

• More and more countries get into outsourcing business there by increases external competition in addition to tuff competitions inside.
• Salary arbitrage is no more a competitive edge. Human beings are all over the place. They watch, learn faster and get ready to compete. You know what happened to manufacturing.
• Increasing operational cost, very high salary expectations, difficulties in finding quality human resources within the country and high attrition rate affect the overall business profitability.
• Ineffectively managed interactions between the BPO organization and the customer affect quality. Continuously changing information put pressure on the employees to constantly unlearn & learn for flawless operation.
• 50% of quality related issues are due to lack of easy access to common information and working on outdated information.

Overall, these challenges make life difficult to maintain profitability and sustain growth. So the BPO companies should get ready for the next round.

Changing the Game

1. Quick response over phone or any other media will keep your customers smile and come back to you for more business. Organize knowledge to deliver right knowledge at the fingertips of agents so that the time they spend on customer interaction can be dramatically reduced. This will give you the confidence to move to output based pricing and make more money through dramatic increase in per employee revenue.
2. Maintain process knowledge, manage changes, deliver, track and ensure it reaches people on time so that they will never operate on wrong information. At the same time highest level of security is essential to encrypt, store and deliver confidential information. Audit trail is vital to keep track of the entire flow of information and get insight into who sent, what, when and who accessed, when and how many times.
3. Team huddles and email are very inefficient for disseminating information. Centralized knowledge base driven communication platform is needed to effectively manage internal communication. It helps teams across multiple shifts get consistent view and timely access on organizational knowledge.
4. Align right talent to the task and provide the knowledge on how to perform better. There are many first-time managers with less than four years of experience and hence it is critical to empower them with scientific and systematic management approaches to manage talent, activities and monitor the progress.
5. To reduce the cost and increase the speed of response, a common support knowledge base must be provided to people across locations. Expanding to Tier-1 and Tier-2 cities cannot be stopped and hence it is important to have an intelligently connected workplace. 
6. Looking at the growth of companies, it is impossible to deliver learning through traditional training model. Innovative and scalable learning platform can facilitate competency management through personalized and continuous learning. Maintain a library of good and bad customer responses to train the employees. Sometimes, people make mistakes unconsciously.

Solution:

1. Lpcube Knowledge Management for bringing enterprise knowledge at the fingertips.
2. Lpcube Next Generation HR solution for transforming the workforce
3. Lpcube Wise Support for intelligent customer support

Need Help?

To assess the BPO workforce performance quotient and to gain insight into how to make your organization wiser, please contact us at greatwork@lpcube.com.

Smart Selling Systems

During early 90s, Tom Siebel gave birth to CRM to scale up quality selling. Now it is time for taking sales organization to the next orbit.

Why enrich selling?

I walked into a shop to buy a product. One of their existing customers came in to report an issue with the PDA. When I realized the sales person was not responsive to their customer, I walked away. In another experience, a pushy sales person knew nothing but the price tag. Again, I walked away and purchased from a serious and knowledgeable sales person.

Once I asked the sales person about the difference in the two LCD TVs. He said that one is 30 inch and the other is 40 inch. I asked if there are any differences that I cannot see. I am surprised that the sales person could not explain. Do they expect us to do all the product research and go to them only to place the order? How long does it take for them to learn everything about that one item that they see day in day out? Are companies completely ignorant about this?

In the case of enterprise solution, I have heard about the presales team going through hundreds of slides trying to communicate to the prospects without knowing what their real pains are. I have heard about cases where the customers are very angry when they had to repeatedly explain their needs to different people from the same organization during the sales cycle.

How to drive smart selling?

After seeing great sales people and some not so good ones, I feel that sales organization should ensure that the team is well informed, monitored and mentored through a systematic approach.

While CRM addresses the sales operation including lead management, KM can empower the sales organization through common customer knowledge and WT can change the way the sales team learn & work.

Solution Details

• Build customer knowledge base, capture lessons learned and organize them for perfect information delivery to sales team including partner community.
• Build marketing communication platform to effectively disseminate information & changes and monitor.
• Capture the RFP, discuss and quickly create a proposal including solution roadmap & estimates to maintain accuracy and consistency.
• Establish platforms to drive collaboration among presales, sales, partners & product teams and to facilitate real-time expert interaction for discussing the leads.
• Deliver knowledge through a scalable approach, assess the skills & gap, manage learning and measure the self-sufficiency of the sales team.
• Integrate CRM system with the KM system to exchange information between these two systems.

If you need such solution, please contact greatwork@lpcube.com.