EDUQUITY'S CALL CENTRE SOLUTION

The call center business in India is relatively new. Although there are over 100 centres being set-up, the average age of these centers is between 12 and 18 months.

The scenario in India is largely different from the one in the US where students, women or those in between jobs consider it as an option for short period. In India however, IT enabled services are viewed as a viable career option by many graduates.

The outsourced CRM services market in India is expected to rise to $ 3.7 billion by 2008 employing around 2,12,000 personnel, according to the McKinsey-NASSCOM study.

FEATURES OF THE CALL CENTRE BUSINESS

Call Centres are in the business of providing effective Customer Relationship Management as a service, which is key to success in business today. Call centre agents use technology to manage knowledge and distribute information to maximise the effectiveness of the support function.

By the very nature of their work, Call Centres cater to their client's clients, either internal or external. Typically the Call Centre agents interact with a global audience.

KEY ISSUES

• Productivity of the Call Centre Agent is of prime concern to HR Managers, as it has a direct impact on caller satisfaction and in turn retention of clients.
• Productivity of the Agent can be assessed on the basis of two parameters - duration of the calls handled, quality of calls handled.
• Analysis in many Call Centres suggests that the performance of the best Call Centre Agents is between 50 and 100 per cent greater than the average.
• Thus proper agent selection would result in increased productivity and this would actually contribute in a significant measure to the bottom line.

EDUQUITY'S SERVICE OFFERING

By virtue of its strengths in HR Assessment of both cognitive and non-cognitive skills, Eduquity would be able to offer its services in the following areas:

• Building a competency-based profile for Call Centre Agents.
• Managing resume and performing a pre-selection on its basis.
• Conducting assessments for the purpose of selection.
• Analysis and Interpretation
• Question formats for conducting interviews

BENEFITS OF EDUQUITY'S SERVICES

• The Call Centre business is people-centric. Hence it is critical that in selection, neither wrong selections nor wrong rejections are made. Not choosing a right candidate can be as harmful as choosing a wrong candidate. Eduquity would help you select candidates who match the desired job profiles.
• Making right selections and right rejections would enable you to manage productivity. This would mean a direct contribution to the bottomline.
• An important function that you would be involved in is to identify agents who can be given the responsibility of being team leaders. Eduquity can arm you with reports for you to base your decisions on.
• Eduquity's core competence is in Human Resource Assessment and you would thus be able to outsource a cost-effective scientific assessment process for the purpose of recruitment.
• As Eduquity has the competence to render all services until the final selection itself, you now need not allow the recruitment process to in any way hamper your normal functioning. Furthermore, with the actual exercise out of the way, the Call Centre can now strategize on managing manpower.