point of sale...point of sale...
checks being performed on a daily basis it keeps the operators on their toes. Knowing that they are being monitored keeps them from making mistakes.
What is the background of the operators? The majority of our operators are university graduates.
What happens if the system goes down? We have a 24-hour IT support team who will get the system back up and running in no time; the longest downtime we have ever faced is around a minute. We also setup a backup system for each client, so if one system does go down the operator can switch to the other system straight away.
If I have an operator, does that operator work for other companies too or does he/she just answer my calls? We dedicate operators to each client, an average working week is 50 hours here, if you can provide the operator with 50 hours that operator will only answer calls for your company. However if you cannot for whatsoever reason give 50 hours a week we then have to shuffle the operators around in order to make up their hours. This rarely happens though.
What happens if the operator does not turn up? We try to train and keep an operator on backup, so if the unexpected does happen we can cover the shift. Our floor managers are also trained to answer phone calls and in the worst case scenario we utilise them. I have to stress that this is not something that happens straight away; for a newly onboarded client you are probably looking at about a month before we have everything in place for you here.
How important is quality to you? Quality along with punctuality is the most important thing to us here at Cabcall. We do not compromise on quality and neither do we welcome late comers. We are the only call centre in Islamabad that monitor their staff daily, offer on-the-job training and also provide our clients with quality scores every month.
Is outsourcing only for large companies then? No not at all, outsourcing is for everyone regardless of the size of your company.
How is that so? It is money saving so it makes sense, plus for smaller firms it gives them a chance to go out and get more work for themselves and not have to worry about answering and booking jobs.
Can you give an example of a small company using your services? We have a client with us who has been using our services for around two years; when they started with us they were a very small firm with a fleet of 30 cars. The owner himself along with friends and family used to manage the calls. We started with just one operator for them and grew to three full time operators around the clock with one dispatcher. The company now has over 150 cars and that is because the money they saved on salaries was invested back into their company.
Dispatchers? Is that something you can also provide? Yes we can provide dispatchers. Usually it is an experienced operator who the client wants to be a dispatcher; what we do is offer that operator dispatch training and then ease him into dispatching. I do not however recommend dispatchers.
Why is that? Depending on the size of your company it is best to have a dispatcher in your UK office especially if you are a small company, the main reason being is the interaction with the drivers. However if you a quite sizable firm and your system is run on auto, having a dispatcher to overlook bookings is advisable.
AUGUST 2020
Is it a different rate for a dispatcher? Yes it is slightly more costly than a basic operator.
What other services do you offer? As well as telephonists/operators and dispatchers we can also offer customer services, SEO services, web development, app development, HR, book keeping and admin work.
Can you expand on customer services and admin work? Customer service is dealing with all customer complaints, be it by phone or email and for admin it is mostly day to day paperwork or even inputting new addresses into your dispatch system.
What advice would you give someone looking to outsource? I wrote an article a short while back on my LinkedIn page highlighting the pros and cons. I cannot stress enough that outsourcing is probably the biggest decision a company will ever make; if that decision is not done right it can have a very negative effect on their business. Research is the main key, ask a lot of questions and if you find they cannot answer any questions stay away from them. Also you want to go with a well-established firm which has a proper structure in place; the last thing you want is someone folding up and you have no operators left. A new call centre might promise you the world but ask yourself where did they get trained from and why did they leave that call centre. If you can speak to their previous employer make sure you do. Ask to see their paperwork as sending money abroad to an unregistered company is actually illegal. Get references from their existing clients and if they do not have any clients and have a call centre be very cautious.
Finally what makes Cabcall different from all the other call centres? We are the only call centre in Islamabad that has a dedicated full time trainer, two classrooms for training, one equipped with a smartboard and one with training systems; a full quality assurance team led by a manager who has over five years of experience in the taxi industry; a dedicated around the clock IT support team and an in-house electrician and a dedicated HR team and admin workers led by our HR manager Jamal who has more than 15 years’ exposure. I have over 20 years hands on experience in the taxi industry as a taxi driver to a main dispatcher combined with call centre experience in organisations such as British Gas. We are the largest taxi oriented call centre in Pakistan and the only reason we have managed to maintain our position at the top over the past couple of years is because of the quality of our service. We never force an operator onto a client just to make some quick money; we look to building long term business relationships with all our clients and we have to date not lost a client because of the quality of our service.
Offices of Cabcall Outsource in Islamabad
For more information contact Shaz Ali on 01902 609 090 / 07976 328250, or email:
s.ali@
cabcalloutsource.com or visit
www.cabcalloutsource.com or see our advert on pages 38-39.
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