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1. Mission Statement 2. Goals and Objectives 2.1. Goals 2.2. Objectives 2.3. Critical success factors 2.4. Priorities 3. Business Operations 3.1. Hours of Operation 3.2. Holidays 3.3. Emergency Operating Procedures 3.3.1. Disaster Recovery 3.3.2. Business Recovery 3.4. Center Organization 3.4.1. Organization Chart 3.4.2. Functional Roles Responsibilities 3.4.3. Job Descriptions 3.5. Operations Management 3.5.1. Quality Monitoring 3.5.2. Reporting System 3.5.3. Resource Forecasting Deployment 3.5.4. Coaching 3.5.5. Counseling 3.6. Communications 3.6.1. Feedback 3.6.2. New Products, Policies, Procedures 4. Recruiting and Hiring 4.1. Recruiting 4.1.1. Outside agencies 4.1.2. Internal 4.1.3. Sk...
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Eduardo Thorn Ramirez
| Commented
| 10 months ago
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Thank you Very much for uploading this Sir Dheeraj. This was indeed very helpful. If you may sir, can you post a more detailed one together with the description of every section? Here is my email sir. bluecore2011@gmail.com Im putting up a small...
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Dheeraj Kapoor
| Commented
| 3 years ago
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Formatting & Editing was fine when I created this, but while uploading it got disturbed
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Insight: "Call Center - Operations Plan" deleted from your view.
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Table A.1 Primary Key Performance Indicator Metrics Performance Indicator Sample Calculation (Actual calculations to be determined during Task order negotiations) Expected Target Performance* Frequency of Measure/ Reporting Response Time 1. Service Level (Telephone Inquiries) (Calls answered within 30 seconds + Calls abandoned within 30 seconds)/(Total calls answered + Total calls abandoned) 85% within 30 seconds Daily/ Weekly** 2. Email Response Time (Emails responded to and/or closed within 2 business days)/Total emails received) 90% within 2 business days, 100% within 3 business days Daily/ Weekly** b. Quality Assurance Quality of Service Delivery - Telephone (Total number of points achi...
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smartKPIs
| Commented
| 1 year ago
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Hi Dheeraj, Speaking of KPI for call center, www.smartKPIs.com may be a good resource for you. It contains a user friendly library of well-documented performance measures. At the moment it lists over 4500 KPI examples, grouped in 73 functional...
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Deepa N
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| 3 years ago
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Thanks Dheeraj, it was a great article - I have already referred the same to few friends working in this industry.
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Insight: "Key Performance Indicators (KPI's) - Call Center" deleted from your view.
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1 Physical Office Set-up Mon 2 Complete the Architectural Plans for the 1st Floor Call Center 3 Develop Preliminary Architectural Drawings and Cost Estimates Mon 9/1/03 4 Review and Comment on Preliminary Design Mon 9/29/03 5 Finalize the Architectural Plans Thu 10/2/03 6 Schedule Construction Activities for the 1st Floor Call Center Wed 3/17/04 7 Procure Construction Services or Identify Construction Resources Wed 3/17/04 8 Prepare, Review, and Finalize the Construction Schedule Wed 3/17/04 9 Apply for Permits as Needed Wed 3/24/04 10 Build Out Call Center According to Architectural Plans Wed 3/24/04 11 Build/Move Walls and Doors Wed 3/24/04 12 Install Sound Barriers (per architectural pla...
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What are the rates charged by Indian BPOs for Telemarketing (outbound) to US? Anywhere from $9-12/hour. The login hours is anywhere between 6.5 to 7.5 hrs excluding lunch tea breaks. In more than 95% of the projects the billing is by login hours and not man month basis. Billing is based on a base rate plus incentive for achieving the target which will give you anywhere between $9 to $12 per hr. $12 is probably the best case scenario.
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Dheeraj Kapoor
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| 3 years ago
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It is subjected to the Billing Model of your organisation and Indian ITeS and IT Sector. Common Billing Models: - • Per Call Billing (T&M with Not-to-Exceed clause) • Per Seat Billing (Fixed-price Project) • Billing per FTE (Monthly Resource-based...
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Gargi Sinha
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| 3 years ago
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Thank you Dheeraj for your comments, I am glad that you gave in detail explaination of rate charged by BPO...
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The Inside Sales Manager’s role combines a mix of internal (90%) and external (10%), customer-facing, activities and communications. The Inside Sales Manager and AE work as a team to develop sales within the account and to identify new business opportunities.  Key Result Areas:  1. Customer Management ·          Manage the day-to-day running of the account communicating regularly to gain up-to date account information ·          Monitor contract delivery and report progress against client goals keeping the customer and AE informed of the status ·          Project manage all campaign and custom solutions, liaising with various internal ABC groups and customer to deliver the best servic...
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Disha Taunk
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| 2 years ago
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Very useful article...I would really appreciate if you could help me with the KRA for Operations Manager in an IT company. Thanks in advance
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Jagbir Singh
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| 3 years ago
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Well these are the KRA's for an Sales Manager. Dheeraj can you tell me what will be the KRA for an HR executive. Would love to hear from you about this... Thank you...
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Insight: "Inside Sales Manager - KRA's" deleted from your view.
·          Manage internal Help Desk teams and/or external Client Accounts ·          Maintain relationship with both internal external clients ·          Work with support groups to implement new...
Job: "Operations Manager, Fujitsu Consulting India Pvt. Ltd., Pune " deleted from your view.
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Can anybody please help me find Per Diem Rates for IT and ITeS Sector across Globe, especially for European, North America and Japan?
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Nipoon Tandon
| Answered
| 4 years ago
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Hi Deepak, Some companies decide per diem rates accoring to the project budget and some companies has fixed Per Diem Rates. Â I can help you with the Per Diem Rates for North America -Â There are companies which pay $31 per day if the person stays...
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Answer: "Per Diem Rates - For IT and ITeS Sector" deleted from your view.
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Can anybody please help me find Per Diem Rates for IT and ITeS Sector across Globe, especially for European, North America and Japan?
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Peter Pudaite
| Answered
| 3 years ago
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What rate are we talking about here? Some of the responses seem to think of it as the chargeable rate for services. The term "per diem" (at least in the UK and Ireland i.e. English speaking) is usually only used when referring to expenses. So...
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Darpan Sinha
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| 3 years ago
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Europe I will say from 65-80$ UK arround 40-50 GBP
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Ashutosh Raina
| Answered
| 4 years ago
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It might vary from company to company. Generic rates are as: Offshore - 16 - 25 USD per hour Onsite - 55 - 85 USD per hour, depending on the technology This is the benchmark as such but may vary.
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Answer: "Per Diem Rates - IT and ITeS Sector?" deleted from your view.
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Hi, I am at a stage in my professional career where i want to take the path of tech sales and moving into business development in 3 years time. I thought that there might be some of you who have had ...
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Ramdas Pawar
| Answered
| 3 years ago
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Hi... Since you are from technical background, You can understand the clients requirement very well and also if your communication skills are good. Then sure go for it. After switching you will be in direct contact with the clients and your...
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Dheeraj Kapoor
| Answered
| 4 years ago
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Contact me at Dheeraj.Kapoor@in.fujitsu.com along with your updated profile. Thanks
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Uttio Putatunda
| Answered
| 4 years ago
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Hi Santosh If numbers attract you, if playing with CRM makes you stay longer hours at office, then just go ahead. The rest will follow and in BD, more you are closer to your customer, the more you will learn and remember that there is no...
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Answer: "Career switch from IT support to Sales->Business development" deleted from your view.
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1. Mission Statement 2. Goals and Objectives 2.1. Goals 2.2. Objectives 2.3. Critical success factors 2.4. Priorities 3. Business Operations 3.1. Hours of Operation 3.2. Holidays 3.3. Emergency Operating Procedures 3.3.1. Disaster Recovery 3.3.2. Business Recovery 3.4. Center Organization 3.4.1. Organization Chart 3.4.2. Functional Roles Responsibilities 3.4.3. Job Descriptions 3.5. Operations Management 3.5.1. Quality Monitoring 3.5.2. Reporting System 3.5.3. Resource Forecasting Deployment 3.5.4. Coaching 3.5.5. Counseling 3.6. Communications 3.6.1. Feedback 3.6.2. New Products, Policies, Procedures 4. Recruiting and Hiring 4.1. Recruiting 4.1.1. Outside agencies 4.1.2. Internal 4.1.3. Sk...
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Eduardo Thorn Ramirez
| Commented
| 10 months ago
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Thank you Very much for uploading this Sir Dheeraj. This was indeed very helpful. If you may sir, can you post a more detailed one together with the description of every section? Here is my email sir. bluecore2011@gmail.com Im putting up a small...
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Dheeraj Kapoor
| Commented
| 3 years ago
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Formatting & Editing was fine when I created this, but while uploading it got disturbed
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Insight: "Call Center - Operations Plan" deleted from your view.
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