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| An interview with Gayatri Anadh, General Manager - Technology |
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What are some of the special needs you have as an overseas outsourcer?
An overseas company will have more stringent quality assurance requirements to ensure control over processes and earn their clients confidence in the service levels that their customers are meeting. Furthermore, as an overseas outsourcer we have special training requirements.
With regards to quality assurance, how did NICE help you in achieving high-levels of confidence with your clients?
With NICE's unique solution for Remote Monitoring we can expose to the client, through their own network, what is going on with the agents handling in- or out-going customer calls, within 15 minutes of real-time. Without this solution, providing our clients with the recorded calls and corresponding evaluations was a time consuming process - and our clients just couldn't get a feel for what was really happening with their customer calls. The best that could be done would be to compile calls in some kind of storage media at the end of a shift and ship the recordings to the client. This could take up to 3-4 days.
NICE's Remote Monitoring solution, however, enables our clients to assess the level of success of a new marketing campaign, for example. They can monitor how the agents are handling the new campaign and if they hear that customers are not responding as desired, they come back to us say 'I want you to handle it this way, or that way.' They can turn around a new marketing approach very quickly and save money that could have been lost on an ineffective campaign.
This is fantastic reassurance and efficiency for the client, because it's all right in front of them - right away. And one of our clients, in-fact, was so happy the Remote Monitoring service from NICE, it became a pre-requisite for all subsequent campaigns.
Can you provide more details about your special needs with regards to agent training?
As an overseas outsourcer we have different needs versus a local outsourcer based out of the same country for which services are being provided. Our agents require training with accents, cultural differences, and sensitization to what words and phrases ought to be used. We provide a lot of training to our agents and were looking for a tool to help our agents learn faster.
Some of the parameters we asses include: how long the call was retained (with reference both to incoming calls - making sure that the agent is fully attentive, and in terms of outgoing calls - making sure that the agent gives the sales effort its required attention and effort as well); and what is the correlation between what the agent is saying and the screen activity (making sure that the agent understands the process and is providing the relevant information at the right time).
And how did NICE help you in improving your training processes?
To ensure that all quality and performance parameters are met ICICI OneSource turned to NICE's Quality Monitoring solution. The NICE solution is extremely helpful because it enables supervisors to get to the call and correlating screen, and be able to evaluate how well the agent was handling the process versus the performance parameters that were defined. By matching the key words used by the agent along with the different screens that were being used at the same time, we can assess and certify the agent's performance much more accurately.
Another way NICE helped us tremendously is with the Remote Monitoring tool. One of our clients, for example, performs remote monitoring on 100% of the agents when they are going through training for new campaigns or processes. This spells into remote training and enables remote certification of agents as well. Our clients save a lot of time and money by not having to physically be here on our premises to conduct the new training courses. They can do it from their home base - without compromising quality or reliability.
What else is unique about NICE?
As a BPO that has 10 facilities, it is critical for us to be able to work with a distributed architecture, where we can have a central database server that holds all the calls. NICE indeed enables us to centralize storage - and with a unique web-enabled tool we can search and evaluate any in-coming or out-going call, irrespective of location.
With NICE's solution for a distributed call center environment we are able to greatly improve production in how we manage customer calls. We have many customers who have different processes going on at different locations, and NICE's architecture supports extremely complex deployments and allows us to manage these processes in a unified and seamless manner.
NICE is leading the rapid-growth of contact center outsourcing to India. From the list of the top 15 business outsourcers in India, as ranked by Datamonitor, 11 are NICE customers. These outsourcers along with many other organizations throughout the country are recognizing the value-add of Insight from Interactions for better serving clients and their callers.
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| Company Snapshot |
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ICICI OneSource (I-OneSource) is among India's leading BPO companies providing customised solutions for clients in a wide range of industries with a particular focus on Financial Services, Telecom, Healthcare and Collections |
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ICICI OneSource is ranked among India's top 5 BPO companies by NASSCOM and is among India's top three pure-play BPO companies. |
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With ten world class facilities, I-OneSource has long-standing partnerships with FTSE 100 and Fortune 500 companies. |
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