Monthly Archives: March 2015

Try Out Our All New Call Center Staffing Calculator Today!

Posted on March 28, 2015

Do you want to find out how much a customer support project would cost, even before you decided to outsource it? Yes, now you can with Flatworld’s novel Call Center Outsourcing Cost Calculator that is completely FREE, easy-to-use and super quick.

Over the last 15 years, we at Flatworld Solutions have been offering an entire gamut of reliable and cost-effective customer support solutions to worldwide organizations of all sizes. One question that most customers ask us is “What is the exact budget and the total number of call center agents that I would need to support my desired service level?

To adequately address this question placed by our customers, we at Flatworld Solutions have devised a new Call Center Staffing Calculator that is very easy-to-use, is completely free and provides a customer with an immediate answer to the following business critical queries:

What is the number of call center agents that I will need to adequately support my call center expansion requirements?
What will be the cost that I will incur for my desired service level?

How to Utilize our Call Center Resource and Budget Planning Calculator?

To quickly find out the number of call center agents and the total cost that you will incur on a weekly basis, all you need to do is key in the type of your project, the service types, the target country, the call count, the average handling type and your preferences on shift coverage. When you have finished entering in your details, you will only need to click on the “Calculate” button to find out the answers to your questions immediately.

Read this guide to find out how to fill in your details: Continue reading →

11 Essential Traits That Your Customer Support Executives Must Possess

Posted on March 21, 2015

Do you know the secret behind a successful call center? It is your customer support executives. Find out the 11 essential traits that your agents must possess.

The current age is often referred to as the “age of the customer”. To be a hit with your customer, you will need to transform your call center into an action center that is focussed on meeting and often exceeding the expectations of your customers.

A recent report stated that 31% of all companies look closely at the quality of their customer support interactions that take place every day in their call center. Around 30% of companies reward their employees who deliver quality customer services. Here are some more surprising facts:

86% customers are more likely to make a purchase of a product/service after a good customer service experience
58% of companies do not invest on training
13% of customers will share their disappointment with a bad customer support experience with 20 others
15% of customers will cut ties with a company that provides poor customer service
90% of US customers still wish to resolve issues over the phone

These facts prove that companies are ignoring customer support, while in reality customer services need to be at the heart of the business strategy of any company.
How do you guarantee better customer retention, loyalty and sales? The key does not lie in the amount that you invest in call center technology or the processes and systems that you follow. The key lies in how effectively your executives are connecting with your valuable customers. Here are eleven traits that you must look for while choosing your customer support agents: Continue reading →

Is Disaster Recovery Outsourcing Right for your Organization?

Posted on March 14, 2015

Should your company invest on disaster recovery services? What are the factors you must consider? Read on to get your questions answered.

Over the last couple of years, there has been an on-going battle between rising business demands for disaster recovery services and flat IT budget. What is the way out to get most out of your IT budget and address the gap in your IT capabilities at the same time? One option is to outsource disaster recovery services.

Building a disaster recovery center is an expensive proposition that would require significant investments in terms of storage, bandwidth, servicers and secondary data centers. Though recent technology developments like virtualization can reduce a certain amount of up-front cost, DR services are still expensive. However, outsourcing DR services can help your company to drastically lower its costs.

To determine if outsourcing disaster recovery is right for your company, ask yourself questions about your Recovery Point Objectives, the expected Recovery Time Objectives and your expected DR performance requirements. Asking yourself such questions will enable you to understand if you should invest on DR services.

3 factors to consider when outsourcing disaster recovery services

Before you step into outsourcing your DR requirements, use these three factors to evaluate if outsourcing DR is for you.

1. Analyze your Requirements: Before you outsource, you must understand your disaster recovery requirements from your company’s perspective. Without a proper understanding of your business needs, you may overspend or be dissatisfied.

2. Weigh your options: Asses all the possible outsourcing options and consider the capabilities of each service provider. You must remember that not all disaster recovery outsourcing is the same and that there are a wide array of solutions designed to address different needs.

3. Evaluate existing capabilities and the business environment: Understanding your existing skill sets or the lack of it and assessing your infrastructure and other facilities can play an important role in titling the scales in favour or against outsourcing. Continue reading →

Has Your Business Outsourced Infrastructure Management?

Posted on March 8, 2015

Find out how outsourcing infrastructure management can help your business build a robust and reliable IT infrastructure without spending too much.

With the ever changing business environment and new technologies like mobile and cloud computing coming to the forefront, it is critical for your business enterprise to be agile and responsive. An easy way to remain competitive and enhance your business value is to outsource infrastructure management services.

However, staying up-to-date with the market and keeping up with the latest technology trends need not be expensive. An expert infrastructure management service provider can use your existing technological assets to help you address your business needs and industry demands. Outsourcing infrastructure management is not only a cost-effective solution, it can also give your company the flexibility and agility to add value and efficiency to your business.

Why invest in IT infrastructure management?

No matter the industry your business belongs to or the size of your organization, you would definitely need IT infrastructure management to efficiently manage the operations mechanisms in your business. This could be anything and everything from company policies to business processes or human resources to data and equipment. With the right infrastructure management services, your company can rethink and redesign your operations by using your IT infrastructure and stay updated in the present market scenario.

Why choose India for infrastructure management?

An infrastructure management service provider from India can provide your company with custom-built infrastructure management services remotely. Through outsourcing you can reinvent your company’s IT infrastructure and stay ahead of your competitors, without spending too much time, effort or money. Outsourcing to India can give you access to skilled consultants who will provide you with business agility solutions that will make your business more efficient. Continue reading →

Why Outsource HR Services?

Posted on March 1, 2015

Outsourcing HR services can help your company shift the focus onto your core competencies, avoid mundane administrative work and can even help you compete with your larger counterparts.

Many small to mid-size businesses find that outsourcing HR (Human Resources) functions is the best approach to take. Outsourcing human resource services is not only a great way to save on time, it is also cost-effective and takes the burden off from the manager or owner. Does your company too want to save on time and money? Have you always wanted to understand more about HR outsourcing before venturing into it? If yes, then read on to find out more about outsourcing HR services.

What is HR outsourcing?

Outsourcing HR services refers to partnering with an external service provider to manage certain tasks like recruitment, payroll, job postings or employee policies. In India, you will find service providers that exclusively deal with HR functions. Such service providers have several clients (large and small) and are proficient at handling any aspect of personnel related services. An important thing to remember is that the company you partner with will not be formally affiliated with your company in any way, apart from what in specified in the outsourcing agreement.

Why do companies outsource HR?

As per a 2009 survey conducted by The Chartered Institute of Personnel and Development, businesses primarily outsource HR functions to tap into the skills and know-how of a third party, to get better quality and to minimize costs. The most commonly outsourced HR functions are payroll, legal services and retirement planning. The survey also revealed that most business owners do not want to be bothered with handling human resources and opt instead to focus on core business functions like the company’s operations, objectives, mission and financial well-being. Continue reading →