Tag Archives: BPO Call Center

If Google ran a BPO Call Center, what would they do differently?

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There are tons of BPO companies out there. Some better than others. Some try to please, while others enjoy the most backwards of standards. But, how many BPO or Call Center Outsourcing companies bother to ask themselves how Google would run their company?

The typical BPO boss is concerned with metrics and numbers. So is Google as they are in charge of creating highly effective search algorithms. But, Google’s approach to human beings goes beyond metrics. They incorporate human engagement and fun into the equation. Can you create an algorithm for how much is the right amount of fun? Google kind of understands this concept as much as anyone can.

What would Google do?
I cannot speak for Google, and they would probably evolve into doing something different by the time you read this article in any case even if I did know what they would do. But, here is my guess.

(1) First of all, Google would probably give your BPO a cooler name. Instead of H&K outsourcing Pvt. Ltd. You would be Kahooka Labor Sourcing.
(2) Next, you would probably have a badminton court in the middle of your office, next to the exit that leads to the manmade lake where you have inflatable boat races. But, we can talk about that on your way to the lounge where you can make small talk with people in different departments and your higher ups. In India, you have to kiss the shoes of your higher ups, but in Google, you can be buddy buddy with them.

(3) Don’t forget that you would have group nature activies from time to time and perhaps a few competitions to see who can do something the best in the office.

(4) I very much doubt that Google would have employees working at tiny cramped work stations the way they do in India. Sure rent is expensive, but cramped doesn’t bring out the genious in people. Google might be tempted to move the entire office to the countryside, give everyone free lodging (I’m guessing) and have a really cool office with recreation rooms, large windows, and a place to feed the elephants. Yes, you heard me correctly. Google might want to blend into the local culture, and nothing says India more than elephants.

(5) After you got done designing a flying carpet rick-shaw, would you resume your regular work with a new sense of inspiration. Your co-worker would probably invent a device that would detect a rigged rick-shaw meter and auto-report it to the proper authorities who would ignore the message — but, at least they would get the message.

(6) Last, there would be lots of training, mentoring, self-analysis, and courses to know how to think like your customers think so that you can please them more. I strongly suggest point six before you even think about the other ones.

BTW: Here is a dialogue between the Rick Shaw Walla and a client after your BPO creates it as a project.

WALLA: The flying carpet rick shaw comes with surround sound, anti-gravity technology, wi-fi, news alerts, internet radio with 200 channels, four power outlets, and a hair-dryer in case you had to leave home in a hurry.

CUSTOMER: So, how much is a ride to Deccan?

WALLA: rps 200.

CUSTOMER: Can we use the meter?

WALLA: Sorry — meter broken!

Starting a Call Center: Keep financial back up for 3 months!

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Starting a BPO Call Center is no joke. So many people in India think they can just jump into business, fill a 20 seater with a bunch of girls, and be in business. Many of the people who start such businesses might have been managers in a call center. However, they lack the knowledge they need to have to manage the entire operation. There is a lot you need to know in business that goes above and beyond what a manager knows.

How do you make sure you have constant work for your employees? What if employees quit in the middle of a project? What if your client dumps you in the middle of a project? What if there are hidden expenses? What if you need help training people? There are hundreds of problems that you could encounter that you might not be well versed at dealing with.

My recommendation is that you start SLOW. Get some really small clients and take really good care of them. Don’t lust after large clients. They will come in time if you are any good. Start either at home or in a tiny office with perhaps one or two people working with you. That way you can oversee the entire operation and ensure flawless work.

You need at least 3 months expenses saved up in cash just in case. Things happen in business, and things tend to happen a lot more quickly when you don’t have long term relationships with clients or staff. This is why I suggest starting small and building up slowly. Some people have a growth plan for their business that is financial. I suggest growing your business relationship by relationship, and judging your success by how many relationships you have had for three or more years! If you are starting out, you have ZERO of such relationships. Think long term and think about pleasing your clients and workers. Keep them happy and they will grow!

Your 3 months expenses need to cover rent — so a cheap rent is in order. It needs to cover salaries, utilities, and all other expenses including accounting, legal fees, etc. Usually I tell people to think big, but if you have no experience, you can gain a lot of skills and knowledge by building up from the ground. If you try to grow your BPO Call Center too fast you get in trouble. As a famous rapper once said, “The faster you rise, the harder you fall”. Keep this bit of gritty street knowledge in mind! It is a matter of survival in your case.