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» Code of Practices
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| o Pricing Issue: |
Fight for call centre contracts/jobs, at low price-low
efficiency, ultimately harming Industry in India.
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| o Solution: |
Evolve minimum reserve price for any Tele-Marketing job.
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| o Issue: |
Contractual clarity: Lack of clarity and expertise in scoping process and client deliverables leading to sub-optimal performance of the call centre and instability of the outsourced campaigns. |
| o Solution: |
Evolve norms for model contract/terms.
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»Dealing with business providers –
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| o Issue: |
Flood of Roadside Business Consultants who provide wrong/inconsistent information to different call centres.
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| o Solution: |
Informal blacklisting and sharing of information on fly-by-night marketing experts and consultants.
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» Payment cycles–
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| o Issue: |
Inappropriate billing cycle. Inability to clear pending accounts receivable.
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| o Solution: |
payment terms and the payment assurance should be built into the contract. Further, all the contact centres should insist on a Letter of Credit from their customers.
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| » Quality Standards – |
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| o Issue: |
Are small mom-n-pop contact centres geared up to achieve
quality of productivity?
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| o
Solution: |
Irrespective of size, adopt quality as a benchmark of contact centre services.
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» Benchmarking/Certification –
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| o Issue: |
The awareness level about BS/COPC certification and
quality in the Indian contact service industry is low. |
| o
Solution: |
COPC training and consultancy to work towards achieving COPC certificatio
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