In the quest to acquire new business and clients, small & mid-sized BPO / IT companies look to explore all possible options: social networking, direct mails, cold calling, conferences and outsourcing consultants. However, most of them fail to utilize the existing client network and never check for recommendations and referrals. Net Promoter Score (NPS) is…
Month: March 2017
Is your business strategy aligned to your Customer needs?
Customer needs are often hazy. Hence it is important to analyze customer feedback and align it with the overall business strategy. Kano Model is a powerful technique to evaluate customer feedback and requirements.
Is there a Shelf Life for a BPO Executive?
A lot of has been written about employee attrition in call centers. Call Centers have a relatively high employee attrition rate compared to other industries. Companies invest a lot of efforts and resources to retain call center executives. While working on an employee engagement and development plan last week, one of the participants surprised us…