New Era CEO Ejaz Shah

What is Outsourcing?

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What is Outsourcing?

By Ejaz Shah  —  21st October 2020

What is Outsourcing?

In simple terms outsourcing is when a company hires a third party to perform certain tasks. We have seen examples of this in the banking trade, where several large companies have transferred their Customer Services departments overseas to an outsourcing company.  These tasks which would have been conducted inhouse, would then be performed by the third party.

A company can decide to outsource any part of their business. The most common are the repetitive tasks such as call taking or admin work, however, you can have outsourcing companies that provide full HR departments, web development and lone worker support.

New Era OS is one of these companies, we can undertake almost any task, please take a look around our website for more details.

Why do companies Outsource?

Majority of the time companies outsource to save money, however there are many other reasons too. Outsourcing a repetitive task enables a company to concentrate on more important issues whilst ensuring their core values and high standards are maintained. Space saving is another reason, you can have a team of 20 plus agents answering your phones, but your office does not need to be extended to house them as it is all outsourced. Finally, sometimes it is better to let a company who specialises in that certain field to deal with that certain task, that way you know you have professionals and experts in that field handling your work.

How does Outsourcing work?

If done correctly and with the right outsourcing company, outsourcing can work very smoothly. Whole departments could be based overseas, however, the efficient communication can make it seem like the department is still inhouse. To get it up and running is very simple:

How does Outsourcing work?

If done correctly and with the right outsourcing company, outsourcing can work very smoothly. Whole departments could be based overseas, however, the efficient communication can make it seem like the department is still inhouse. To get it up and running is very simple:

  1. Both companies liaise to discuss what sections of the business need to be outsourced and what the requirements and specifications are.
  2. The outsourcing firm, equipped with the specifications and requirements, will then train their staff up to the required standard.
  3. At the arranged takeover date, the outsourcing company will take over their delegated tasks, and continue to carry them out for the agreed period.
  4. Most firms bill monthly with some having contracted terms stipulating payment-up-front terms.

At New Era OS we are perfectionists, we have a strict policy of only taking on a new client on either a Monday or a Tuesday at the latest, for our onboarding department needs a week to collate all the requirements from the new client and relay the information to our training department. The training package for the operator is then tailored around these requirements, ensuring the operator and New Era as a whole, are delivering everything that the client requires of them.

What’s the catch?

There isn’t one.

The benefits of outsourcing are endless. Cost-saving, timesaving, space-saving, are just a few of the key benefits of outsourcing. However, it is imperative to find the right outsourcing company, the best way to do this is to take the time to get to know the individuals behind the company. With the right company behind you, you can take your business from just surviving to expanding.

There isn’t one.

The benefits of outsourcing are endless. Cost-saving, timesaving, space-saving, are just a few of the key benefits of outsourcing. However, it is imperative to find the right outsourcing company, the best way to do this is to take the time to get to know the individuals behind the company. With the right company behind you, you can take your business from just surviving to expanding.

At New Era OS, I personally take time out to meet/discuss matters with any new company we are taking onboard. Building strong, longstanding, relationships is very important to me. If there are any further questions you have, or you just want to discuss Outsourcing further with me, get in touch and I will personally take the time out to go through matters with you.

New Era CEO Ejaz Shah

The Benefits of a Call Centre & Outsourcing

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The Benefits of a Call Centre & Outsourcing

By Ejaz Shah  —  13th October 2020

Call centre n. an office in which a large number of people work using phones, for example arranging insurance for people, or taking customers’ orders and answering questions

(Oxford English Dictionary)

A Brief History

Less than 50 miles from my hometown of Leicester is the origins of the first known call/contact centre in the UK. Back in the 1960s Birmingham Press and Mail had PABX (Private Automated Business Exchanges) installed in order to have rows of agents/advisors handling customer contacts. In the 1970s the call centre technology expanded, with telephone banking and sales as more industries started to conduct their customer service over the phone. It was in 1983, the term ‘call centre’ was first published and recognised by the Oxford English Dictionary and the 1990s saw the international expansion of call centres, with call centres becoming the ‘front line’ of businesses across the world. It wasn’t until the early 2000s that we saw the trend of outsourcing, with big businesses seeking to cut costs by transferring their call centres overseas. Call centres now are an integral and vital part of a business and an equally important source of jobs.

Outsourcing

The difference today is that it is no longer just big businesses that outsource their call centres. Due to the expansion of technology and the need to save costs in order to remain/become successful, more and more smaller businesses are outsourcing. In todays ‘Covid’ climate, this need to save costs is not to remain/become successful but to simply stay afloat, making outsourcing one of the most vital decisions a business can make in its quest for survival.

For someone that has spent many years working in and with call centres, I have seen first-hand the importance of call centres both to the businesses and the employees. Below I state some of the benefits I feel the call centre has to provide to businesses looking to outsource and some advice to employees looking to succeed working in one:

Working in a Call Centre

In the UK the call centre provides jobs for people from all walks of life. Students find it an ideal job to fit around their studies, parents find it helps with work/life balance and new graduates see it as an opportunity to grow and move forward in their careers. I have personal experience of a friend who left school at 17 and went straight into working at a call centre, over the years he worked his way up to a ‘Multiple Area Manager’. The opportunities the call centre provides to its employees are unlimited and I believe the success is purely down to the individual.

 

For me it is disappointing to see that Pakistan call centres are not viewed as job opportunities where an operator/advisor has the option of growth or progression. Yes, I have encountered individuals that have been in the field for a long time and have succeeded in building their careers, however, such opportunities are few and far between.

My advice to anyone wanting to work and succeed in a call centre is simple:

  • Be wary of clauses in contracts – a contract is an agreement which is beneficial for both parties, call centre owners tend to use jargon and put in clauses where they can restrict you from earning a living. Be careful of what you sign and make sure you are receiving all the benefits outlined by the government.
  • Master your trade – to succeed in your role, you need to master it. Pay attention with the training, ask questions where you don’t understand and persevere. Use all the resources that are available to you to upskill yourself.
  • Expand your wings – only once you have mastered the role you are being paid to do, take on extra duties. Ask to ‘shadow’ other departments or take notes at a meeting. The more you can learn about the business the more opportunity you have to offer new skills and progress in the business.

At New Era we have a very simple straight forward contract, it is a piece of document that shows the date you started working with us, your job description and our code of ethics/conduct. We do not use jargon or have hidden clauses. We are building a business where we want staff to want to come and work for and with us. We employ staff with the aim to have them with us for many years to come, so if the motivation is there to grow with the business, we will fully support it.

Using a Call Centre as a Client

Cost saving is the biggest benefit of outsourcing, followed closely by time saving (which in itself is cost saving, for time = money).

On average you can get someone answering your calls for less than half of what you would pay in the west. You save the time in not having to recruit or train agents and if you do end up building a team of outsourced agents, you only have to deal with the one person, rather than all of them individually.

If you run a 24-hour office, then monitoring staff at all times, especially those on the graveyard shift is both difficult and time (cost) consuming. By outsourcing, you have staff working for you that are monitored 24 hours a day, 7 days a week. If you require a large team of agents/operators then you need to consider the office space to cater for them. By outsourcing you eliminate that extra cost completely, if your team grows, your overheads will remain the same.

With the money saved, if you are able to reinvest it back into your business, it gives you the opportunity to further grow your business. I always advice my clients to use that money for advertising, the more you advertise, the more work you get and so on.

However, to successfully outsource and save money, you need to ensure you select the right outsourcing company.

New Era Outsourcing Specialists

At New Era, we don’t make false promises, our talking is done on the call centre floor, where our promises are met. Our charges per hour might not be the cheapest, but the training and continuous monitoring that goes on behind the scene is something we simply do not compromise on. We pride ourselves on being the only call centre with training methods similar to ones used in major UK call centres and taxi offices combined.

  • No setup fee for your first agent – we are confident in our abilities; we know we can assist in making your business grow. We don’t charge a setup fee for the first agent, because we will prove ourselves. When your business grows, you will increase the number of agents you need, it is only a matter of time. However, if it’s just the one agent you need, that is fine, you get that with no additional charges.
  • Staff monitoring – we have dedicated members of staff whose sole purpose is to monitor the work of our agents. We reward our agents on carrying out their roles at the highest of levels. Agents scoring 90%+ in quality scores are rewarded with bonuses.
  • Monthly reports – three months down the line we provide our clients with monthly reports including quality, punctuality and attendance scores for each agent. Feedback from the shift manager and the agent him/herself is also shared. We feel this gives our clients a clearer picture and the satisfaction of a job well done.

Outsourcing can be one of the most beneficial decisions a business makes, especially in these current ‘Covid’ times. You can help keep your business afloat, save money and see your business grow, alongside eliminating the stress of unwell staff and providing social distancing office space.

 If you are interested in working with New Era OS, as either an employee or a client, leave your details on our contact us page and someone will be in touch. 

Also do comment below with your experiences of working in call centres and outsourcing, I would love to hear from you.

Imposters Syndrome

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Imposters Syndrome

By Ejaz Shah  —  22nd September 2020

Have you ever felt anxious that you are not good enough? Felt like a fraud? That regardless of all the certificates decorating your walls, the trophies lining your cabinets, the accolades behind your name, you know nothing, and that sooner or later you will be exposed? Well you’re not the only one.

David Bowie, Maya Angelou, Tom Hanks, all leading figures in their industries, have felt the same:

“I really felt so utterly inadequate” – David Bowie

“I have written 11 books, but each time I think, ‘uh oh, they’re going to find out now. I’ve run a game on everybody, and they’re going to find me out” – Maya Angelou

“How did I get here? When are they going to discover that I am, in fact, a fraud and take everything away from me?” – Tom Hanks

At some point in their celebrated careers, each one of them has/had suffered from ‘imposters syndrome’.

Imposters syndrome is the feeling of constantly doubting yourself, your talents, your abilities and living with the fear that you will be exposed as a ‘fraud’, regardless of your accomplishments. The phenomenon was introduced by psychologists Dr. Pauline R. Clance and Dr. Suzanne A. Imes back in 1978 and I’ve attached a link for you to read up more about this phenomenon if you wish to do so.

Why, when we have the skills, the expertise, the know-how, do we feel this way?!

Me, the Imposter and I

I remember anxiously waiting for my turn in a room full of interviewees as I watched hopeful candidates walk out of the interview room with a long face. I had been working at this well-known call centre for a couple of years and was now going for a more senior role. I knew everything I needed for this new role, because I had been temporarily covering the position for the last six months. But still, deep inside the knots were tightening as each moment passed. By the time I entered the interview room I was 100% confident that they would blow my cover, call out my bluff for what it was. A fluke. I was a phoney, a fake and that by sheer ‘luck’ I had managed to succeed in my roles.

This couldn’t have been more further than the truth. I was good at my job, because I had the expertise, the knowledge and the talent, which combined ensured I succeeded. I couldn’t see this at the time, however – thankfully – the interviewers did, and I got the job.

It wasn’t the first or the last time I felt this feeling of being an imposter in my own success. I recall years later, feeling the same, when I was working as a taxi dispatcher. The firm was going through a tough busy period and I was managing dispatching to a fleet of 100 plus cars. As the most busiest week of the season came upon us, I recall the voice in my head telling me, ‘this is it…you are about to be found out for what you are’, I felt awful, the doubt in my mind was eating away at me.

How do we deal with this? This feeling that most people will feel at some point in their lives/careers and some will constantly be battling it. The first step is crucial.

First Step: TALK

Talk, talk, talk talk! Communicate your feelings. I cannot express how important this is. If you keep this feeling to yourself, it will eat away at you, like it did to me. In my case I turned to my sister, who I have continuously relied on for advice and support. A recent graduate in psychology, she introduced me to the term imposter syndrome. At that time when I was questioning my worth, she was able to talk to me about my many talents, highlight my skills and show me my worth. It is hugely important that you are able to turn the negative thinking into positives, and whilst you nit-pick at all your faults, it is those that surround you that will be able to remind you of your many achievements and successes. Turn to your colleagues, your managers, your mentors, so that they can guide you back onto your path.

Talk, talk, talk talk! Communicate your feelings. I cannot express how important this is. If you keep this feeling to yourself, it will eat away at you, like it did to me. In my case I turned to my sister, who I have continuously relied on for advice and support. A recent graduate in psychology, she introduced me to the term imposter syndrome. At that time when I was questioning my worth, she was able to talk to me about my many talents, highlight my skills and show me my worth.

It is hugely important that you are able to turn the negative thinking into positives, and whilst you nit-pick at all your faults, it is those that surround you that will be able to remind you of your many achievements and successes. Turn to your colleagues, your managers, your mentors, so that they can guide you back onto your path.

Second Step: BELIEF

Believe in yourself. You have come so far, you CAN continue on the same path and fulfil your ambitions. Take the positives that have been highlighted to you by those that you talk to and keep them in mind. Focus all your energy on them and when they fully encompass you, there will be no stopping you. You need that belief in your abilities; and remember those around you see these abilities day in day out, believe what they say. Believe in yourself.

Third Step: CONFIDENCE

Ooze confidence. You’ve doubted yourself, you’ve talked to those around you about your doubts, they have shown you your worth. You have changed your negative thinking into positive, by believing in your talents. Now move forward in confidence. Be confident in your abilities, take pride in your achievements. Remember everyone around you at some point will have had these very feelings that you are experiencing. The people you look up to, the people you aspire to be like, they too have felt the way you are feeling. They expressed their feelings, grasped the positives and took giant strides in confidence – you too can do this!

And if all else fails. Crack open that giant tub of chocolate ice-cream (or whichever flavour takes your fancy), take the biggest spoon you own and make some heavy dents in that giant tub of deliciousness.

I joke – have the ice cream but in proportion and after you’ve taken the above mentioned three steps. You deserve a treat after all 😊

In all seriousness, we all could name at least one or two people in our lives that have doubted our ability, that will revel in our failures. So why do it to ourselves?! Let’s be our own cheerleaders. Recognise that these feelings can occur, this ‘imposters syndrome’ does exist, but we can battle through it and overcome it. Take those steps to rediscovering your worth and hold on to it tight!

I hope this blog has helped you if you are feeling this way. Comment below to share your experiences and your tips? Have you ever felt this way? How did you overcome it? What did you do? Please do share, I look forward to reading your comments.

Do you have the talent, the skills that we are looking for? If so, don’t hold back, we believe in your abilities and will support you to excel yourself further. Come, join the New Era family!

The First Step

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The First Step

By Ejaz Shah  —  31st August 2020

If you look up the meaning of ‘apprehension’ in the Oxford dictionary you will find:

Anxiety or fear that something bad or unpleasant will happen.

‘he felt sick with apprehension’

Interestingly, the origins of the word apprehension and its meaning from late Middle English is the ‘learning, acquisition of knowledge’ and from late Latin the word ‘apprehensio(n-)’ comes from apprehendere, as to ‘seize, grasp’, as in ‘apprehend’. 

Was I apprehensive when I decided to take my first step? When I decided to pack my bags and move my young family some 6,091 kilometres (that’s around 3,785 miles!) from a country I had grown up in, from the streets I knew like the back of my hand and from the sounds I danced my daily routines to? I can tell you that every inch of my mind, my body was apprehensive. Of course I was scared of the unknown and possible bad, but alongside this notion of apprehension, was the echo to ‘apprehend’. I had to seize, to grasp this opportunity and make it a success, for me and my young family.

Couple of years in and my girls (yes, I am a proud #girldad) have flourished in their new surroundings, taking everything in their stride. I knew they would, they’re beautiful, confident girls, but I knew I had to provide them the assurance and support for them to settle in their new surroundings. I’ll be the first to admit it wasn’t easy, there were tears, tantrums, and that’s just me (!) but I was confident in both mine and my wife’s perseverance. Together, I knew we had the capabilities and attitude to make this switch a success for our family.

Similarly, when I decided on this new venture, the start of NewEra, I was apprehensive. This was a big risk. However, it was a calculated and well researched risk. I was investing my time, my money into something I was passionate about and experienced about. I knew I had the strength, the capability and know-how to make this venture a success.

The first step...

So how do we deal with this notion of apprehension, this fear that holds us back from taking the first step, from venturing out and making a success of our dreams. I want to share the small pearls of wisdom and knowledge I have picked up whilst venturing out with NewEra:

1. Knowledge

I cannot express the sheer importance of knowing your business, inside out. The area you choose to venture into must be something you are both learned in and constantly learning about.

My father was a taxi driver. At the age of 15 I was helping out at the local taxi business as a part time taxi operator assistance (that title is made up, but I promise you I was there, at that age I had no choice, my father was determined that I was working and off the streets). By the age of 19 I was working part time alongside my studies as a taxi driver and a taxi operator – depending on where they needed me. After my studies I ventured into Business Development as a Manager at one of the biggest call centres in our city. It was an eye-opener and the knowledge I amassed was invaluable. In 2013 I moved back into the area I first started in, the taxi service. I worked as a Project Manager and Team Lead for one of the most successful taxi providers in my old city. 

When I made my big move to Pakistan and joined my previous employer, I came with a wealth of knowledge and experience. From front line taxi drivers, to taxi operators, and back end Project Management and Team Leads in a call centre environment, I knew it all, because I had done it all. This was my passion, my fortress. So, it was not surprising that with me onboard, alongside other talented individuals, we were able to make it into one of the largest taxi oriented outsourcing call centre’s in Pakistan.

Know your product – know it inside out. Breath it, sleep it, dream it; and surround yourself with knowledge. Have people working alongside you that are experts in their fields, so that collectively you are a force of knowledge.

2. Visualise

How do you plan a journey if you do not know where you are going? How do you achieve or work towards a goal, when that goal has not been set? (I could go on, but I am hoping you have got my point – stay with me). Visualise where you want to be, what you want to achieve. Set your goals, your targets and visualise how you will get there.

I knew very early on that I wanted to build my own business, I just needed to find that niche area that I was passionate about. When I realised the time was right for me to put everything I had collated over the years into setting up my own business, I took some time out to plan. I did this backwards. I visualised where I wanted to be, what steps I needed to take to get there and how I would be able to make it work. Slowly I worked backwards to where I was in real time. I had created myself a timeline, a map, a plan to help me achieve my dream.

So, visualise, create vision boards, think backwards, forwards, whatever works for you – but remember, dream big by all means, but plan realistically.

3. Hard work

I’m sorry, I have no magic formula. There are no shortcuts I’m afraid. To achieve anything, you have to put the effort in, the graft, the hard work. Key to this is not to give up when it gets hard, and hard it will get – but persevere. Perseverance, a good attitude and mindset will get you through it. Keep going, because you can succeed, if you put the effort in.

I can’t put a figure on the number of CVs (resumes) I have hand delivered in pursuit of getting a job. The number of miles – yes miles – I have walked, to save money on transport, searching for opportunities. The missed social events, the late nights, the early starts, the working-through-the-day-and-night, I have done it all. Of course, I recommend putting your health first and to look after yourself, however, when I have needed to graft, when I have needed to work hard, I have done so. 

The most reliable person you will ever meet is yourself. You will reliably, on point, every morning, either jump out of bed or press the snooze button. You know yourself. Work to your strengths and work hard.

Nothing is gifted, to achieve, you must work for it.

Comment below with stories of your journeys, your dreams, plans and how you were able to take that first step.

If you have knowledge, if you are eager to learn, if you have a dream and you don’t shy away from hard work, then join us. Let’s achieve our dreams together. NewEra provides a supportive, nurturing environment for all its workers, so if you want a new challenge, go over to our Careers Page

Returning to Work after Covid-19

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Returning to work after Covid-19

By EJAZ SHAH  —  August 5, 2020

Back To Work

The world has changed in how we conduct ourselves, we now have a before COVID (BC) and an after COVID (AC) situation on our hands. Gone are the days where we could freely meet with work colleagues and friends or attend family parties and gatherings. As a whole, we have learnt to adjust to this new dawn and have realised that COVID-19 is something we have to live with. More and more companies are looking to outsource their work in order to stay afloat.

As the restrictions ease worldwide, we are starting to see business start up once again. But this is not your normal startup, employers have a very big responsibility to ensure their staff are safe whilst at work. Social distancing has become the norm and businesses are having to spend to accommodate these changes. Over the past few months we have witnessed the loss of business especially in the UK Taxi industry. It has been difficult times but we can proudly say that we made it through this pandemic.

Governments across the world have SOP’s to help businesses in accommodating employees back to work, you can find further information and help on the UK Government website.

For the taxi industry, taxi companies along with taxi drivers have struggled to keep going, being on the front line they were exposed daily. Steps have been taken by numerous companies to protect their drivers and customers have applauded these actions on social media and news channels. However no clear guidance has been issued by any governing body regarding protective screens for the cars.

If You Are Opening Your Business Back Up

Make sure you stick to the following points:

  • Put your employees first
  • Redesign your office layout so it works
  • Open up in phases
  • Prepare for the future

At the same time make sure you are communicating with your staff, the best method is to create a small video and make sure you address the following points:

  • Is it safe to return to work? – Explain and show the changes you have made
  • Social distancing – Again show the layout changes and the extra steps you have taken to ensure the safety of your staff
  • Job Security – Share what plans you have in place to make sure your business will get back to normal
  • Extra workload – Let them know you are opening up in stages and work from home workers should continue as normal

We wish you best of luck in opening back up

Back in the offices of New Era we have also had to adapt to these changes, we have made sure our operators are sitting at a distance of 2 meters from each other, daily cleaning and sanitising after every shift as well as providing our employees with all the necessary equipment to stat safe. For struggling businesses outsourcing is the best option, it not only helps to reduce costs on payroll, you don’t have to worry about if all the SOP’s are being met in your offices at all times. The last thing any of us want is to see someone close to us, be it a family member or an employee, suffering from COVID. Therefore we have decided to offer temporary staff for those companies that need our help to get back onto their feet, and once everything is running back to normal, they can resume with their own staff, get in touch with us now.