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ALL yOU NEED TO KNOW ABOUT OUTSOURCING – yOUR qUESTIONS ANSWERED
Training? How is that done? We have a continuously running advert and get over 50 job seekers applying for the job every week. Firstly a phone interview is conducted and then the shortlisted applicants are called in for an interview. In the interview their speaking and listening skills are tested on both paper and orally; those who pass the interview are then called in for the training sessions which tend to last about two weeks. .
Outsourcing seems to be the trend that has been taking over the taxi industry lately. A lot of taxi companies are opting to outsource, mainly to save money and the hassle of dealing with staff.
Cabcall Outsource are based in Islamabad, Pakistan. They have regularly exhibited at PHTM Expo in Milton Keynes. The managing director Ejaz Shah explains the concept and answers frequently asked questions below.
What services are provided by an outsourcing call centre? Depending on which call centre you opt to go with, there are various services on offer; the main one being basically a telephonist/operator to answer your phone calls. Larger call centres can offer customer service representatives, web development, bookkeeping and admin workers.
When you say larger call centres, is it best to avoid smaller ones? You have to check the background. We are the largest taxi specialist centre in the world; larger ones tend to be well established and have proper management in place that takes care of the day to day running and can cope with high levels of calls, whereas smaller call centres have limited facilities. The last thing you want is to outsource and find that as your business grows you outgrow the call centre as it cannot keep up with the demand.
What is the main reason taxi companies choose to outsource? The main reason is always the cost saving. It is simple maths really, you are getting an operator for half the cost. However, our staff are all university graduates and are extremely reliable, meaning that many would choose Cabcall because even if it was the same cost as a UK-based call centre, it takes the headache out of a 24- hour operation.
How is the data stored and is the data protected? I cannot speak for every call centre, but here at Cabcall we do not store a physical copy of the data for any of our clients. All the data is stored on the client’s cloud system and access is granted by the client who always has full control. Our legal department along with the data controller ensures that all employees have signed a Non- Disclosure Agreement to protect data.
So is it all remote access? Yes, it is just like setting up a system in a different building in the UK.
How long would it take to set up for a new client? We usually can get a client’s system up and running within a week. It is possible to be live within a week, however in the real world it takes around a week to set up the system but it can take longer to get the right telephonist/operator fully trained on every aspect.
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What happens in the training? We have four days’ classroom based training on the software where candidates are trained on booking, editing and cancelling cash and account jobs. This is followed by an assessment and those who pass are called in for further training the following week. They then spend a further three days listening to call recordings and booking dummy jobs into the system. Once they have passed this stage they are then introduced to the client. If the client gives the go- ahead the trainee is then trained on the client’s software and area for a further three days and then spends two days shadowing an experienced operator before they are given their own shift.
How often do you train? We are continuously training; our in-house trainer works five days a week and every week we have a new batch, we are very particular about who gets through. In a batch of 15 only five make it through to the training stages and at the end we only select one or two. We take quality very seriously and make sure the right person is put forward from the word go.
A schematic of our recruitment process
Online job adverts advertised with walk in interviews con- ducted twice a week
English tests taken and quality candidates are shortlisted
Group introduction
4-hour classroom sessions on
software lasting a week
Mock tests on software and candidates shortlisted
Shortlisted candidates spend 3 hours a day for 3 days
listening to live calls and inputting details into the software
Chosen candidate Shortlisted candidates are
introduced to the client
spends a week with an experienced
telephonist on live calls before given their own hours
Telephonists are
quality checked on a daily basis
Candidates spend 4 hours a day for 2 days doing
classroom sessions researching areas & POA
Candidates are
tested on mock calls and shortlisted
Our job training is offered to those in
need and those with a score over 90% are rewarded
Once on shift are these operators then left alone? We have a quality assurance team who monitor each operator daily; floor managers listen to live calls. We offer on job training and 95 per cent of the time we identify mistakes and get them rectified. We always update our clients on the performance of the operators on a monthly basis and let them know what actions we have taken, most of the time they are surprised as they was not even aware of the mistakes happening.
What kind of mistakes are you talking about? The majority of the mistakes are small booking errors, such as wrong door numbers or no phone numbers; these tend to happen when operators get too comfortable in their job. With our quality
AUGUST 2020
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