Bpo Management System Problem Statement

Topics: Customer service, Technical support, Customer Pages: 5 (1243 words) Published: October 13, 2012

Problem Statement for BPO(new)

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PROBLEM STATEMENT FOR BPO MANAGEMENT SYSTEM ABC Ltd is an independent garage that sells second hand cars. The increasing local competition has forced ABC Ltd to consider increasing their services and communications in order to increase competitiveness and stimulate growth. They have made plans to sell new cars and to provide a servicing department. In addition, they plan to provide a high degree of after-sales customer service by contacting customers by phone. However, ABC Ltd has acknowledged the existing lack of skills and resources to complete such tasks and would prefer employees to concentrate on their core activity – obtaining and selling cars. Consequently, ABC Ltd has decided to outsource some processes to allow them to concentrate on core activities and to allow the process of “stepping up” to be more effective. Firstly, ABC Ltd has approached a call centre to outsource the process of customer service. By liaising closely and regularly with the outsource companies, ABC Ltd expect them to come up with new ideas that will allow the process of customer service to become more effective and competitive (within their financial capability). The Customer service includes: Real-time email answering services Prompt and Personalized email responses to every customer on a 24/7 basis Customer Support Software The Novo Customer Support Software Suite helps you create... an efficient, cost effective, web based customer focused support environment! Novo Solutions is a leading provider of scalable, easy to use, web based help desk software, customer support software and knowledge management solutions. The focus is to provide robust, flexible and easy to use tools to help the clients’ support and share knowledge with their employees and customers. We listen to and serve the clients, discern market trends and continually improve the applications providing maximum scalability and return on investment. The scalable nature of the technology and pricing allows the products to be implemented in smaller organizations as well as across the enterprise in larger organizations. Example:




Problem Statement for BPO(new)

A manufacturing company could not able to manage the customer support service, so they decided to outsource the customer service to a BPO. The BPO will manage the CUSTOMER SERVICE with the help of the customer support software. A customer wants to clarify the doubts, over the product which has been bought by the customer before a week, so the customer requests the customer support service (BPO). In the customer service the request has been received by the agent and sends response to the customer. So the customer doubt has been clarified by the agent in a minimum amount of time. System Requirements: The customer service (BPO) must be capable of providing an efficient, cost effective, web based customer focused support environment. The system must be...
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