Phase III: Performance -Delivery: This phase is about delivering customer satisfaction through responsiveness and quality, which is why buyers stay.

Phase IV: Operational Excellence: This phase is about delivering performance at global efficiencies. This would institutionalize success. The Indian ITES-BPO industry is entering Phase II of evolution (i.e., moving from Potential to Performance).

Call Center Operations Management - A Balancing Act

Those responsible for managing call centers face a very difficult set of challenges. At a high level, they must strike a balance between three powerful competing interests, as shown in the figure below: -

Figure 3: The Call Center Management Balancing Act

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* Contributed by -
Sameer Nagi & Harsha Rajan Israni,
Management Development Institute,
Gurgaon.