Explaing call center procees and how it's started

Do you know when did the Call Center start in India?

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Call center when we hear or say this word what comes in our mind “High package, usually night shift, interacting with international customers by solving their queries by becoming as ‘Customer Service Representative” or by working as “Sales representative” by selling products. Let us see when & how the call center started in India, also I will share my experience in this field.

CALL CENTER IN INDIA

In India the call center life started in early 90’s when the business was outsourced by US, UK & Australian companies as it benefited them with low labor costs, and large English-speaking population and people were ready to work for 24/7. If we do a over-all study of call center will come to know in India Call center workers are largely under the age of thirty, unmarried, and college-educated, regardless of gender and they find themselves convenient by working for different time zones like US, UK, and Australia and they find it easiest and fastest mode to become financially stable as call-center were the highest payer in the industry.

EVOLUTION OF CALL CENTER

Initially when call center started the main focus was selling the products and handling customer queries over the phone. If we see recently, the call-center has now been termed as “Contact center” as people have started multi-tasking, apart from helping customers over the phone they have also started servicing customers through “Chat, E-mail, Video Conferencing” keeping the customers happy & with quick resolution. As we use advance high-end technology, it not only attract the customers but also increases the reputation of the company in the market.

PERSONAL EXPERIENCE

After completing graduation was looking out for a job with good package and got a chance to work with my 1st international BPO (call center) which was for selling products to US customers. I can re-collect the day when went on floor for 1st day of taking call was much tensed and was shivering. As time passed was promoted and transferred in a different team which was a verification team who used to listen the calls done by agent & provide them with the feed-back. The 2nd call center in which I had worked was for a banking process where I use to handle customers banking queries. As per my performance also got an opportunity to travel to Manila to give training and set-up process and handle a team.

SCOPE FOR YOUNGSTERS

As we know call center is a place where anyone can earn handsome amount to full-fill their dreams. In present day many youngsters who have good technical knowledge or are expert in any field and wishes to make a career in call center industry they get higher easily on their ability and as per performance they get promoted and grow in the company within a short span of time.

In this blog I have tried to highlight my thoughts and some points about the life in call center.

Data Protection and Security

Where is India on Health Care Data Protection?

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Data security is an interesting and complex topic, particularly when examining health care data. With India’s recent proposal for a data protection law that will give government authorities broad powers to access personal information (see this article in the Financial Times)

Let me share two personal stories that relate to data protection encouraged me to prepare this material:

  1. While scrolling through Facebook I noticed one person has shared one patient’s reports on his status to boost his methodology for treatment. This included both personal and health information. Below is an anonymized screenshot.
anonymized screenshot.

2. Doctor Ajay(name changed) is a specialist in respiratory and lung diseases. When we spoke on technology, he was eager to learn and implement technology that can save time and follows laws. Currently, many doctors use WhatsApp to share/receive reports but they are not sure if it is compliant. Still, it is widely used because it is easy to use and allows for the rapid sharing of information. Dr. Ajay told me they don’t prefer applications for booking because they take away patient information and use for their benefits. Lastly, he avoids handwritten prescription which is openly used in India. He wishes to have print or electronic form (protected as well). It was a healthy conversation with him.

My research is focused on discussing the following topics:

  1.  Does India have any data protection law in place?
  2. What was are the specific issues relating to the health care industry?
  3. Is GDPR applicable in health care?
  4. Where is India on Health Care Data Protection and how we are different?

This article is intended to collect research on India that can be used for comparison with other jurisdictions such as the US to compare and learn from other laws and compliances.

US has Federal Data protection law in place (for history and details refer here https://fas.org/sgp/crs/misc/R45631.pdf) under which there are major listed acts such as GLBA, HIPAA, FCRA, Communication Act, FERPA, COPPA, ECPA and CFPA. There are also different state protection laws such as CCPA along with the EU’s GDPR.

HIPAA (Health Insurance Portability and Accountability Act of 1996) is United States legislation that provides data privacy and security provisions for safeguarding medical information.HHS (Health and Human Services) is the Regulatory/Authority covering all areas for PHI. Under this data security law, all health care providers or related parties should protect electronic data. If there is a breach, then they have 60 days of time to notify to authority. Violations of HIPAA could lead to imprisonment.

The EU had the Data Protection Directive (DPD), also known as Directive 95/46/EC, from  1995. On April 27, 2016, GDPR replaced DPD and came into force on May 25, 2018 (Read the difference here https://www.synopsys.com/blogs/software-security/dpd-vs-gdpr-key-changes/).

GDPR, which covers both personal, sensitive and critical information of individual and entity, is being discussed and accepted around the globe when operating in the EU. It is implemented under data protection Act 2018 by which is applicable in EU region but parties from around the globe who work with or for people/parties in EU has to comply with GDPR requirements. GDPR applies even though there is separate US federal data protection policy for the EU region.DPA (Data Protection Authority) is the agency within each EU country which is the regulatory body. Article 33 defines that any breach should be reported within 72 hours to authority.

There are two levels of penalties based on the GDPR:

1. The first is up to €10 million or 2% of the company’s global annual turnover of the previous financial year, whichever is higher.

2. The second is up to €20 million or 4% of the company’s global annual turnover of the previous financial year, whichever is higher.

The potential fines are substantial and serve as a high motivation for companies to ensure compliance.

Referring to the initial points:

  1. Yes, India does have the data protection bill named as Personal Protection Bill (PDP) 2018.

a. “Privacy” as a fundamental right essential to life and liberty.

b. Bill provides the right to an individual to seek protection for personal and sensitive information. PDP divides information in two categories -i) Personal and ii) Sensitive.

c. Data protection Authority is empowered to regulate and control the implementation of the bill in the country.

d. There are grounds created to use or provide consent to use/transfer data.

e. Data also allows to transfer data outside of India but on certain conditions and approvals but do not define the regulations mentioned in GDPR (for more information see http://prsindia.org/billtrack/draft-personal-data-protection-bill-2018 )

f. There is no timeline to notify authority is specified (my research has not found any) but there is the penalty in place as 50 Million INR or 2% worldwide turnover of the fiduciary.

2.   Yes, India has recently put in place DISHA (Digital Information Security in Healthcare, act) for health care industry data protection –https://www.nhp.gov.in/NHPfiles/R_4179_1521627488625_0.pdf

a.   DISHA legislation is focused on healthcare data privacy, confidentiality, security and standardization.

b.   DISHA creates regulatory authorities, both at the central and state level, to enforce the rights and duties envisaged under the legislation.

c.    At the central level, the National Electronic Health Authority (‘NeHA’) and State Electronic Health Authority (‘SeHA’) will be responsible.

d.   Article 38 and 39 provide detailed information on the breach, notify on breach and penalty but not the specification of under which timeline or how much will be the penalty.

In conclusion, although India is behind other jurisdictions when it comes to data protection the current actions are encouraging.

IT sector startups boom

IT sector startups boom despite the economic slowdown

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We do come across articles on a regular basis highlighting the economic slow down in the country. A logical analysis of this scene will bring you to the conclusion that the start-up of IT companies is still coming up independent of the market scenes. Core sectors of civil and mechanical engineering have undoubtedly seen a slump in the jobs as a result of the market scenes. But here is the other side that despite the job crisis in the core sectors the IT industry is still open to recruitments. This article in no intention is putting up the points that advocate the fact that the IT industry is more lucrative than the core sectors but this blog is actually a kind of case study of the overall economic scenes of the startups.

Here are some interesting observations:

  • IT is self-dependent

Most core sectors depend on the funds of the Government or some angel investor. But in IT what you all need to start a company is just a laptop (just kidding). But that’s still the reality because core sectors involve the tedious process of approval from the government bodies but here in IT you just need some innovative and technically expert individuals who are looking forward to new opportunities to convert into business. Also, various bidding portals too have more jobs posts pertaining to IT as compared to the core sector projects which makes this market more open to the software geeks.

  • Qualitative Assessment

The yearly appraisal of the core sectors is more dependent on the number of years spent in the profession rather than the quality of the experience. Of course, this does hold true for the ones who are working and creating their models on software,……but that again brings us back to the IT. The IT industry is more focussed on the targets achieved rather than giving importance to the number of years of experience.   

IT industry
Focus on quality
  • High ROI

Let’s take an example:

You want to start a crusher plant. Just think of the investments that are needed for this.you must have come to a huge number right? In addition to this if you are looking to start a construction company that is dealing in highways than you will have to, first of all, invest the amount of your own and then after review from the NHAI and bank officials funds will be granted to disbursed to you.

And the return for this cost is also uncertain as the flow of money in these industries is also a time-dependent factor. But for the IT sector, you can use your networking skills to bring in more projects so eventually, there are no big investments required to start your fresh venture. And that does not require a huge handsome investment for a startup.

#Opinion

The above-mentioned points are not stated to compare the two industries. For the perennial development of a country, both the industries go hand in hand. But it is just a reference for someone who is looking for a startup and is falling short of funds. There are myriads of examples where the big industry tycoons from core sectors who started from scratch and now they are millionaires.

The bottom line is life is all about exploring the best of you. Once know the niche that you are expert and work with your passion then there is no one stopping you. And never forget that there are endless opportunities but “opportunities always come dressed in the clothes of work”

Paper work

Worried About Sales Target

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WORRIED ABOUT SALES TARGETS?

Worried About Sales Target

Every salesperson is having concern of Targets, like How to achieve? What will help in targets? What procedure I should follow, Where I can get big projects? And a lot of thoughts coming in every Salesperson’s mind.

Do you know how much it’s easy? Here are the points I’m sharing with my personal experience.

  • Focus on the company, not the Prospect
  • Follow-up by Multiple Email
  • Relevant Content to Prospect
  • Know when it’s time to break up
  • Vary your follow-up mediums
  • Be persistent just for a while
  • Don’t follow-up too often
  • Build your Social Media Presence
  • Ask for reference
  • Not done after a Sale
Follow Up

Focus on the company, not the Prospect If you’re selling your product to small businesses, reaching out to one person could be enough. But if you’re selling to larger organizations, multiple people are involved in the buying decision and you need to build relationships with all of them.

Follow-up by Multiple Email What you have to remember is that you may not get a response from your first email as inbox clutter is too common. Get ready to send multiple emails if you plan on using this approach. Here, you must give a lot of importance to the subject line, as it acts as the underlying factor to open your email or not.

Relevant Content to Prospect If you are talking to any prospect or sending any mail that should be relevant if you want attention from the client.

Know when it’s time to break up the Best time to follow-up with any prospect is the time when he is looking for services.

Vary your follow-up mediums Follow-up medium should be different not only one.

Be persistent just for a while Don’t give up, If you haven’t got a response from your first email.

Don’t follow-up too often It’s simple. Create a follow-up schedule and stick to it.

Build your Social Media Presence Please check this blog how to make Social Media Presence  https://sproutsocial.com/insights/building-social-media-presence/

Ask for reference Nothing is better than a happy customer because happy customers spread the happy word & they will refer you further or you can ask for referrals.

Not done after a Sale Don’t treat a signed contract like a finish line. There are high chances you will get more business from the same client, so continue your follow-up.

Sales is always about Persistent. To achieved target, its very important to “you should be persistent whatever approach you are using.”

Well said by:

“Either you follow-up or you fold-up”
― Bernard Kelvin Clive