At FOBS we strive to employ the best and the latest technology for our processes.
Some of the key technology enablers used are mentioned below:
Intelligent network : It is essential to create a robust network for carrying the network traffic from the client premises in US, UK or any other country, to the Indian based BPO delivery centers. An intelligent network helps achieve this objective. The intelligent network enables automatic topology detection and routing of traffic over alternate paths and provides greater degree of manageability and resilience over various IPLCs international leased lines.
This enables:
Dynamic switching of circuits and traffic over different routes: Aggregation of spare bandwidths in multiple IPLCs on any one IPLC Routing of traffic based on business drivers such as voice quality, low cost, acceptable latency levels, etc.
Virtual Call Centre (VCC) : A VCC automatically load balances the incoming traffic to different delivery centers. This is useful in an environment wherein the BPO service provider has multiple delivery centers in India. ICM (Intelligent Contact Management) based solutions facilitate a virtual call center environment across multiple call centers.
In addition to these, FOBS deploy a host of other supporting technology platforms, depending on our line of business. These include:
Call recording systems : This is essential for quality and compliance requirements. This enables the service provider to record, archive and retrieve the calls as per his requirement.
Workforce management systems : This helps manage the complex requirement of optimally scheduling the shifts to the incoming transaction volumes. It also helps the service provider in forecasting the requirements. Additionally it enables the operations team to cater to individual shift, off day, holiday preferences.
Image management systems : Many of the transactions require scanning hard copy documents and working of the images. This requires tying up with a scanning services provider in the client country and using a workflow software system to ensure these images are managed in proper queues.
Outbound Dialer system : For BPO providers engaged in outbound calling it is essential to deploy an Outbound dialer. This increases the productivity of the associates by ensuring that the dialing is automated and the associate's time is used for productive calling only.
In addition it is essential to have an experienced systems integration team to successfully integrate into various other client systems. This is crucial, as most BPO providers need to work of client specific systems.
The higher deployment of technology has led to increased focus on security of the processes and systems being deployed. FOBS has implemented best practices and received certifications such as the British Security standard BS7799. BS7799 addresses information security management.
It is important to note that clients do not only require world class services, but also considerable productivity enhancements need to be made to value-add to clients and retain the leadership position.
Interactive Voice Response (IVR) : IVR allows for interaction between a caller and a database. The two technologies are:
- Auto-Attendant; a digitally recorded message is played to the caller giving them a number of options.
- Complex IVR where a call can be routed to the customer database allowing the customer to complete on-line transactional processes (OLTP) via a touch-tone phone or advanced voice system.
IP-PBX : The IP-PBX will consider available agents profile, their skill and the expected waiting time, to calculate the best compromise and route the call in the best skills/waiting conditions. A prior access can be provided to VIP customers. Indeed the IP-PBX Hermes Net can, as soon as the call arrives, check in your database his priority level and position it in accordance of waiting queue datas. Filter the nuisance calls can be operated as soon as the agent has qualified it as well, or by chacking existing datas. The IP-PBX Hermes Net will reject the call immediatly. During the communication, the agent can ask for help from his supervisor, who can provide him advices discreetly by chat or whisper efficiently managed by the hosted IP-PBX. From the IP-PBX toolbar, the agent takes advantage of a range of up-to-date communications tools voice mail, calls, email, fax, sms, which will be efficient and perform assets.
As soon as the call is answered, it will be route to agent with the highest skill set to treat it. Indeed, the IP-PBX offers a high-level skills settings tool, customizable for each agent, or a group of agents. The IP-PBX allows for any kind of skill (language, junior, expert, emails treatment, web surfers contacts...) to define a level from 1 to 10. Therefore, the IP-PBX allows you manage your human ressources in an extreme precise way. Its Compromise algorythm takes the treatment in charge, and route the caller to the agent the most competent to answer him, in a reasonable delay. This expected waiting time is known by the IP-PBX as sson as the call is answered by the system. It will be provided to the caller, and the IP-PBX will be able to evaluate the best comproomised between available ressources and maximum waiting time objective. If the IP-PBX anticipates that the call won't be treated une the maximum delay you parametered, the IP-PBX will automatically offer to the caller a overflow solution, the one you had choosen between those pre-defined.
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