Business: Online outsourcing. Call center inbound\outbound business.

Selection& recruitment The agents:

Hire the best people for your call center and Finding the most qualified
candidates to work for your call center is easier said than done. You need
to start by having a very clear understanding of your needs.

Recruitment is the process of finding, screening, hiring and eventually

onboarding qualified job candidates. we have to check the ability of the
person that the person will be beneficial for us or not. Or either the person
will enhance his ability in future or not.

Skill:
call center agent must be customer-focussed and empathetic. Because each call
is different, a call center agent needs to have skills in resilience and learning
agility. They must also have exceptional written and verbal communication
skills.
Educational qualification: 
The candidate must be holding minimum bachelor’s degree in any
decipline or must have revelant field experience. Preferred
A Call Center Agents’ primary responsibility is to provide customer
service, resolve issues, and ensure customer satisfaction. Because of this,
they require key skills that enable them to be able to connect with
customers in a variety of circumstances.
Training:
Providing environment and Make sure your employees are fully equipped to
fulfill their roles by providing agent training as part of your call center setup.

To do this, you can train people at an offsite location such as another call center,
online, or on-site. Train agents on any headsets and phone systems that your
company uses. In a virtual calcenter, agents should receive support in setting up
their remote workspace and be up-to-speed on all the necessary tools and
software your company uses. Guide them with any call center training tips you
can offer.

Inbound vs. outbound

Inbound BPO call center services include:

  Handling support questions
 Order processing
 Dispatch

Outbound BPO call center services include:

 Telemarketing
 Telesales
 Market research

Performance Appraisal:
We get the feedback from the customers which helps us to give
rewards to employees and as well as promotion of the staff. by giving
the rewards and incentives people are more focused on their work,
and they try to work better.
Manager’s Motivation and Productivity 
Motivated employees increase the productivity. Regular training
sessions manager’s motivated systems Programs like “Employee of
the Month,” or “Star Server” etc. not only boosts the performer’s
morale, they also encourage staff members others to perform as well.
Compensate:
Percentage sharing profit with our employees as the get more
motivated. they feel motivated to come to work. Their morale remains
high, and their job satisfaction levels increase. High morale ensures
that employees are motivated enough to come to work every day and
deliver work to the best of their abilities .Compensate employees with
overwork.
Need of Motivation
Maslow Hierarchy of Needs
 Basic need: basic need of our employees and staff is food and
shelter. So, we have to fulfill this basic need.
 Security need: when they cover their basic need they concerned
about the position they hold. We provide them full job security.
Make sure that you are building an environment of trust, hope
and success. 
 Social needs: we provide our employees and customers with best
social experience they have, wchich helps us in long term
relationship.
  Self Esteem: we treat people in a way that any individual to feel
good about him or herself. We appreciate the work of others. 
Cognitive theories
 Equity theory manager’s: manager’s unbiased ness This theory helps us
to fulfill other need. By using this theory we must consider a
person is not getting overpaid or underpaid. We must treat them
according to their work, so that everyone have the equal
opportunities.
 Expectancy theory:
Valence: It means that the job outcome is favorable or not.
Reward to the right person.
Instrumentality: We gave the person to believe that there is a
connection between activity and goal.
Expectancy: The employees expect that our outcome is related to
the effort.  

Mcclelled theory:
 Need for Achievement: 
 Affiliation
 Power
Behavior theory:
 Positive/negative Reinforcement:
Involves adding a rewarding stimulus ( reward,bonus) in order to
increase a positive behavior productivity increase.
Negative reinforcement is facing problems improve
them by removing the cause of the problem.
 Punishment
Punishment can be effective in stopping undesirable employee
behaviors such as late comers, absenteeism or substandard work
performance., punishment does not necessarily