Monday, December 20, 2010
Inbound Call Center - A Smart Way Of Doing Business
Nowadays, the business environment is becoming more competitive; business owners are trying to do everything they possibly
can in order to cut down labor and infrastructure costs. Outsourcing inbound call center services is really popular today,
because dealing inbound or outbound call center service in-house can be quite expensive and deficient. Outsourcing a business
inbound call center is a popular practice and a great way of doing business.
If your company is considering outsourcing inbound contact center or outbound call center service but is finding it difficult
in choosing the right inbound contact center partner, below is a checklist to assist you in identifying a competent inbound
contact center -this checklist also applies for identifying outbound services as well:
can in order to cut down labor and infrastructure costs. Outsourcing inbound call center services is really popular today,
because dealing inbound or outbound call center service in-house can be quite expensive and deficient. Outsourcing a business
inbound call center is a popular practice and a great way of doing business.
If your company is considering outsourcing inbound contact center or outbound call center service but is finding it difficult
in choosing the right inbound contact center partner, below is a checklist to assist you in identifying a competent inbound
contact center -this checklist also applies for identifying outbound services as well:
1. Quality Service
A reputable inbound services can offer you cost effective services and will also assist you in reducing operating costs.
2. Quality Assurance Service
You need to understand that communication is the key to customer satisfaction and of course, retention. These agents will be
talking to your clients/customers, it s extremely important that they get it right.
3. Technology
Find out if the inbound call center is using state of the art software, hardware and equipment. Many inbound and outbound
call center services claim to use latest technology but they are not being truthful.
4. Reporting
Find out if the inbound contact center provides day to day reporting to track and measure performance. Also find out if the
inbound contact center answer 80 percent of their call in 20 seconds - this is the industry average. Is the company's
abandonment rate less than 5 percent? An inbound or outbound contact center service average handling time needs to be within
your requirements.
5. Confidentiality
No business owner wants their business practices, methods, customer lists, leads or intellectual properties to get into the
wrong hands. So make sure that you find out if utter confidentiality is maintained. Does the inbound call center service
offer a signed a non-disclosure agreement?
6. References
Inbound or outbound contact center services should be able to provide references. The references should be current and should
be similar in size and function to your business. Find out if the previous customers are happy with the services provided by
the proposed inbound contact center.
7. Staff
A reputable inbound or outbound call center service do not hire any ole Okie from the Muskogee to represent your company,
they only hire well educated, smart, intelligent, polite and English speaking employees.
8. What other support do they offer?
Find out what other type of services they offer. If you have clients who do not speak English, you should find out if the
Inbound contact center offers other multi-lingual services as well.
9. Cost
How much will their services cost?
10. Modus Operandi
Some inbound center services offer performance based services and some offer services based on client's requirements.
Friday, November 19, 2010
Offshore Call Centers Vs In-House Call Centers
Call centers are extension units of businesses to handle the operations efficiently. The specialization areas of BPO services involve handling the business calls, telemarketing, lead generation,back office support, telemarketing services, technical help desk support and non voice services to help you stand out in the clustered market place by connecting you with potential customer base and satisfying their queries and questions on 24/7 basis.
Since the initiation of the concept 'outsourcing' offshore call centers have been under the scrutiny of under the watchful eyes of industry dogs. Some favors the idea of hiring an offshore call center outsourcing services providers while some back the idea of setting an in-house contact center.
Here, we have discussed some comparative key-points to understand the finer points of offshore BPO Services and how they could be the best option in handling customer phone calls and providing quality support.
There has been talk about BPO compromising on quality, professionalism of services and business ethics but do not you think that these things can happen even if you pay a fortune to an onshore or with an in-house contact center!
2) Geography: Geographically speaking, offshore call centers especially Indian are in better position. Their geographical situation let them have an ideal 12 hour gap of day and night with European countries. They can work on 24/7 basis to ensure continuous and uninterrupted customer services whereas if you hire on-shore call centers, you may need to hire them for two shifts and probably pay double!
3) Global: Nowadays when businesses have gone global and the customers are practically everywhere, contact center services have become even more relevant and mandatory. Outsource Call Center agents are well proficient in English as well as other languages such as French, Polish and Spanish.
So, we can figure out that offshore call centers are appropriate for every sort of business and market needs. Problems may arise anywhere, the trick is to understand the demands of market place and identify the right outsourcing partner for your business.
Try your contact call center service provider carefully. Set aside a plan of services and close the deal with the one you think can justify with your business needs and market expectations.
Discover an entire new way to save your costs and resources while expanding your business with CCI and Cally Parkar is in charge of development process there. An eminent name in Outsource Outsource Call Center Services, you can be rest assured of high-quality world class customer care services.
Monday, November 1, 2010
Call Center – Do You Know the Top Five Benefits of Outsourcing?
In today's environment of cutthroat competition, customer expectations of support and service have reached new highs. Businesses without extraordinary customer support tend to lose favor with consumer, lag behind their competition or even face a survival crisis. Hence, the all-important customer support services can never be overlooked. Your company can set up an in-house call center or outsource such services.
Much, however, depends on your available resources including manpower, infrastructure and technical know-how. While large businesses may go in for their own call centers, majority of the mid-sized companies find outsourcing a much viable option.
Listed below are five advantages of outsourcing call center:
1. 24/7 support to customers across the time zones
In today's globalized environment, businesses often have customers spread across various time zones and they expect twenty-four hour customer service.
Call centers, with 24*7 operating model, ascertain that customers get the required assistance whenever and wherever they need them. Such activities help cement ties between the consumers and the company and retain them in the long run.
2. Save on cost of establishing in-house call center
Establishing an in-house call center involves heavy investment on infrastructure and hiring and training of required personnel. This results in diversion of crucial resources from the core operations of the company.
Outsourcing these tasks to call centers takes care of the entire process of preparation, relieving the company of the headache of putting in place every small element and managing the operations all along.
3. Tap into required expertise
Maintaining an in-house call center is treated as an extra responsibility for businesses. On the other hand, call centers that are exclusively devoted to these operations treat it as their primary task, concentrating all their energies to deliver very high quality service. It is almost impossible for your company to reach that level of expertise. Thus, outsourcing call center services ensures excellent customer support services.
4. Focus on your core competence
It is important for every company to focus on its core competence and rely on outside experts to handle tasks that are not part of the core. Call center is one such area that should be outsourced since making and receiving calls is their bread and butter and it would be tough for you to match the quality of service they generally deliver.
5. Utilize advanced and specialized services
The bouquet of specialized and advanced services that call centers offer today go beyond expectations of the company. In fact, one has to be very careful in making the right choice of the vendor and the collection of services. The right kind of partnership with the appropriate vendor can contribute towards the success of the company at large.
It is not for nothing that call centers are becoming the new buzzword in the world of business. The positive contribution they make to companies far outweigh the investment made in hiring them as partners in business. Specialized call centers are here to stay and help you succeed.
Much, however, depends on your available resources including manpower, infrastructure and technical know-how. While large businesses may go in for their own call centers, majority of the mid-sized companies find outsourcing a much viable option.
Listed below are five advantages of outsourcing call center:
1. 24/7 support to customers across the time zones
In today's globalized environment, businesses often have customers spread across various time zones and they expect twenty-four hour customer service.
Call centers, with 24*7 operating model, ascertain that customers get the required assistance whenever and wherever they need them. Such activities help cement ties between the consumers and the company and retain them in the long run.
2. Save on cost of establishing in-house call center
Establishing an in-house call center involves heavy investment on infrastructure and hiring and training of required personnel. This results in diversion of crucial resources from the core operations of the company.
Outsourcing these tasks to call centers takes care of the entire process of preparation, relieving the company of the headache of putting in place every small element and managing the operations all along.
3. Tap into required expertise
Maintaining an in-house call center is treated as an extra responsibility for businesses. On the other hand, call centers that are exclusively devoted to these operations treat it as their primary task, concentrating all their energies to deliver very high quality service. It is almost impossible for your company to reach that level of expertise. Thus, outsourcing call center services ensures excellent customer support services.
4. Focus on your core competence
It is important for every company to focus on its core competence and rely on outside experts to handle tasks that are not part of the core. Call center is one such area that should be outsourced since making and receiving calls is their bread and butter and it would be tough for you to match the quality of service they generally deliver.
5. Utilize advanced and specialized services
The bouquet of specialized and advanced services that call centers offer today go beyond expectations of the company. In fact, one has to be very careful in making the right choice of the vendor and the collection of services. The right kind of partnership with the appropriate vendor can contribute towards the success of the company at large.
It is not for nothing that call centers are becoming the new buzzword in the world of business. The positive contribution they make to companies far outweigh the investment made in hiring them as partners in business. Specialized call centers are here to stay and help you succeed.
Tuesday, October 19, 2010
Call Center India - Leading Call Center Outsourcing Services Provider
With numbers of BPO sectors around, maintaining the yardsticks of the best call center outsourcing services is getting difficult day by day. Many of them would love to lure you with price reduction, some with free discounts on bulk services and some with additional services at no extra costs tag lines. We are sure you might be facing the dilemma of what to choose 
and what to leave as deciding upon a call center is a very important business decision. A right call center can help your business grow while a wrong move can leave your reputation and foundation in shambles.
While everyone is out there boasting of state of the art infrastructure, advanced technology and proficient man power, we present you here some of the most important points to consider when you hunt for one of the best inbound call center or outbound services providers. Do not forget to refer this checklist when you start searching for your right outsourcing partner.
Related Coverage
* Offshore Call Centers and Outsource Call Center Service
Offshore call centers provide pioneering, value added solutions to increase efficiency and boost the graph of your company in the market. Outsourcing call center services helps you to cut on board costs and able to save more time for more important business tasks rather than documentation or backlog.
* Offshore Call Centers And Outsource Call Center Service
Offshore call centers provide pioneering, value added solutions to increase efficiency and boost the graph of your company in the market. Outsourcing call center services helps you to cut on board costs and able to save more time for more important business tasks rather than documentation
* How to Outsource Call Center Work Successfully
One of the most lucrative strategies a business can employ is to outsource call center work. Whether your business is large or small, a call center can help to keep customers satisfied in many aspects of your service to them. You can use a call center to deal with technical support queries, to take orders for products or to telemarket your product to thousands of potential customers. Whatever the nature of your business is, a call center can be a very reliable and profitable resource.
* Ten Top Things to Consider before finalizing Call Center Outsourcing Vendor
Outsourcing customer centric services and other part of work is more of a need than trend now. It is a very important decision which could have an everlasting impact upon your work operations, market reputation and profitability. So, we present ten tips for you to ponder upon to consider before you close on the search of the right call center outsourcing partner for you.
1. Performance: We are sure that won't be easy to decide. See their past records. Check with their clients they have worked with. Ask directly from them if their lead generation services has yield any sales profits to the respective company. Performance is a tangible asset. You can determine with their performance tracking sheets if they have been really true to their claims or selling half lies. Study their agents and try to determine their soft skills and levels of training they have been trained up to. If you think you do not see any extraordinaire skills to match to your requirement, visit another doorstep.
2. Growth: Track the growth of the call centers and the clients they have been associated with. Growth is the ultimate reason one hire the call center for. If you think, sales and customers are in positive and sync with the services, go for it. If a call center has not registered any performance for itself, how it could be right for your business?
3. Business Reputation: One of the most important thing you can do to analyze the business connection and reputation of the organization is to check their online status. Just Google them and see, what others have to say about their services but do not take it as a final conclusion as negative comments can be malicious attempt by the competitors or disgruntled ex-employee and positive comments can be self praise! A sure shot thing would be checking with their clients. How many clients have come back with their projects? Since how many years the clients are hiring them for their projects? These common place question can give you in-depth insights regarding the fitness of call center outsourcing partner.
and what to leave as deciding upon a call center is a very important business decision. A right call center can help your business grow while a wrong move can leave your reputation and foundation in shambles.While everyone is out there boasting of state of the art infrastructure, advanced technology and proficient man power, we present you here some of the most important points to consider when you hunt for one of the best inbound call center or outbound services providers. Do not forget to refer this checklist when you start searching for your right outsourcing partner.
Related Coverage
* Offshore Call Centers and Outsource Call Center Service
Offshore call centers provide pioneering, value added solutions to increase efficiency and boost the graph of your company in the market. Outsourcing call center services helps you to cut on board costs and able to save more time for more important business tasks rather than documentation or backlog.
* Offshore Call Centers And Outsource Call Center Service
Offshore call centers provide pioneering, value added solutions to increase efficiency and boost the graph of your company in the market. Outsourcing call center services helps you to cut on board costs and able to save more time for more important business tasks rather than documentation
* How to Outsource Call Center Work Successfully
One of the most lucrative strategies a business can employ is to outsource call center work. Whether your business is large or small, a call center can help to keep customers satisfied in many aspects of your service to them. You can use a call center to deal with technical support queries, to take orders for products or to telemarket your product to thousands of potential customers. Whatever the nature of your business is, a call center can be a very reliable and profitable resource.
* Ten Top Things to Consider before finalizing Call Center Outsourcing Vendor
Outsourcing customer centric services and other part of work is more of a need than trend now. It is a very important decision which could have an everlasting impact upon your work operations, market reputation and profitability. So, we present ten tips for you to ponder upon to consider before you close on the search of the right call center outsourcing partner for you.
1. Performance: We are sure that won't be easy to decide. See their past records. Check with their clients they have worked with. Ask directly from them if their lead generation services has yield any sales profits to the respective company. Performance is a tangible asset. You can determine with their performance tracking sheets if they have been really true to their claims or selling half lies. Study their agents and try to determine their soft skills and levels of training they have been trained up to. If you think you do not see any extraordinaire skills to match to your requirement, visit another doorstep.
2. Growth: Track the growth of the call centers and the clients they have been associated with. Growth is the ultimate reason one hire the call center for. If you think, sales and customers are in positive and sync with the services, go for it. If a call center has not registered any performance for itself, how it could be right for your business?
3. Business Reputation: One of the most important thing you can do to analyze the business connection and reputation of the organization is to check their online status. Just Google them and see, what others have to say about their services but do not take it as a final conclusion as negative comments can be malicious attempt by the competitors or disgruntled ex-employee and positive comments can be self praise! A sure shot thing would be checking with their clients. How many clients have come back with their projects? Since how many years the clients are hiring them for their projects? These common place question can give you in-depth insights regarding the fitness of call center outsourcing partner.
Tuesday, October 12, 2010
A one of the biggest International call center company in call center industry. Call Center India is active from last 17+ years with its quality assurance call center services.
Call Center India offers outbound call center services at lowest possible cost in industry. With having vast experience in outsourcing outbound call center services, we have earned expertise to deliver low cost outbound call center services without any negative effect on accuracy.
Outsource to Call Center India, You can save cost on following outbound call center services:
Products and service promotion
Direct email follow-up
Gathering information
Analysis of market and survey
Appointment setting
Outbound telemarketing services
Lead generation services
Customer service
Phone Answering
Debt collection
Claims Processing
Consumer Response
Order Taking
Web Receptionist
Call Center India is the leading outbound call center service provider to its clients of all over the world with 100% satisfaction and privacy. We have satisfy hundred clients of various industries like travelling, automobiles, telecommunication, commercial, financial, aeronautical, hospital, insurance etc through our outbound call center services. More information available at: http://www.callcenterinindia.net/call_center/services/inbound_call_center.html Here are the benefits of outsourcing outbound call center to Call Center India:
You can save up to 60% on total operating costs
We are record and monitor each and every call for the reference of our clients
You can get quality results because we have proficiency in marketing, selling and communication
We have flexible pricing option like hourly, weekly and monthly basis you can choose which is best suited to you Experienced and multilingual team call center experts who are dedicated to work on 24x7x365 basis Ensuring safety and security of your important information and data
Contact us, If you have any query about our outbound call center services, ask for free quote by sending email at: info@callcenterinindia.net or feel free instant quote from: http://www.callcenterinindia.net
Call Center India offers outbound call center services at lowest possible cost in industry. With having vast experience in outsourcing outbound call center services, we have earned expertise to deliver low cost outbound call center services without any negative effect on accuracy.
Outsource to Call Center India, You can save cost on following outbound call center services:
Products and service promotion
Direct email follow-up
Gathering information
Analysis of market and survey
Appointment setting
Outbound telemarketing services
Lead generation services
Customer service
Phone Answering
Debt collection
Claims Processing
Consumer Response
Order Taking
Web Receptionist
Call Center India is the leading outbound call center service provider to its clients of all over the world with 100% satisfaction and privacy. We have satisfy hundred clients of various industries like travelling, automobiles, telecommunication, commercial, financial, aeronautical, hospital, insurance etc through our outbound call center services. More information available at: http://www.callcenterinindia.net/call_center/services/inbound_call_center.html Here are the benefits of outsourcing outbound call center to Call Center India:
You can save up to 60% on total operating costs
We are record and monitor each and every call for the reference of our clients
You can get quality results because we have proficiency in marketing, selling and communication
We have flexible pricing option like hourly, weekly and monthly basis you can choose which is best suited to you Experienced and multilingual team call center experts who are dedicated to work on 24x7x365 basis Ensuring safety and security of your important information and data
Contact us, If you have any query about our outbound call center services, ask for free quote by sending email at: info@callcenterinindia.net or feel free instant quote from: http://www.callcenterinindia.net
Friday, October 1, 2010
Five Ways to Know the Type of Call Center Services
Call center services have been much talked about topic for industries, countries and government alike but searching for a right strategic outsourcing partner seems to take better of the minds of business owners. To understand the big, small, better and worst of BPO outsourcing, you need to know your needs and requirement along with the types and salient features of the services they provide. Here, we are going to have an overview of this.
Call centers are of two types when calls are made by agents- known as outbound and other, the inbound where calls are received by agents from the customers' end. Outbound call centers basically involve telemarketing services, selling or glean customer information. Inbound encompass customer services, taking customer calls, resolving queries or complaints and just receiving orders. So, you need to know what your company needs.
2) Offshore and homegrown call centers
BPO can be based in your country, home based or offshore means located in different country and operating your business from there. An offshore center is the source of saved money, time and increased revenues and productivity. There are some backlashes such as cultural issues, language, quality which bug many owners while deciding on outsourcing but thinking strategically and setting up preferences can alter your overall experience.
3) Priority level customer services
Go with your needs, that is the ultimate thing to succeed while outsourcing. If you have huge demand of customers then, going with the low-cost Call Center Services can be a fatal step as you may totally put off with the fact, your customers are not getting proper attention. So, create service tiers for your company and then,look for the right call center provider .
4) Integration with in-house drives
Outbound call centers are mostly known for products telemarketing and before hiring them to expand your product or services reach ensure that they can work in the line of your traditional marketing strategy and hand in hand with your in-house team to achieve business objectives.
5) Logistics Services
Different BPO have varied levels of infrastructure, IT systems and technology. You need to know the level or strata of your services to help them assist you better. You can go with one-stop source BPO or prefer to go with the ones which specialize in the respective areas or certain segments.
Discover an entire new way to save your costs and resources while expanding your business with Call Center Operations and Cally Parkar in charge of development process there. An eminent name in BPO outsourcing services, you can be rest assured of high-quality world class customer care services.
Monday, September 27, 2010
Customer Relationship Management in Call Centers
Customer relationship management is an important aspect for making or maintaining healthy relationship with the customers. Without it, the service providers won't be able to function properly.
Customer relationship management or CRM is basically referred to the process much in use by the inbound call centers of today. It's a strategy for managing the interaction of a company with its customers. Nowadays, technologies are being used to coordinate the various business processes mainly sales, customer service, technical support and marketing. The main purpose of using CRM is to attract new customers and also to lure the former customers to stay in the fold.
Variants of Customer relationship management
There are several variants of CRM or customer relationship management that can be used to serve the customers at its best. Today, the methods that are widely used by various call center companies are Sales Force Automation, Marketing, customer care service, social media and Analytics.
Sales Force Automation system or SFA are meant to offer vast capabilities of reorganizing the diverse sales processes in an organization. It is even capable of reducing the time, which is normally wasted on manual data entry work. Sales Force Automation System or SFA has a unique feature called Contact Management System. This feature is used to track and record all the stages of sales process for each customer. Some SFA applications include unique features such as territory management, opportunity management, workflow automation, sales forecasting and quote generation.
Marketing automations are now being used by various organizations for the purpose of identification of its target customers. Therefore, this process is also considered to be the best tool for generating leads for the sales team. With the help of marketing automation, a call center service provider can easily manage multichannel campaigns like search, direct mail, social media and e-mail. Apart from this, internal marketing resources, collateral and customer loyalty can also be managed by using this innovative technology.
Social media mainly refers to the websites that are specifically designed for socializing purpose. Familiar names like that of Twitter and Facebook have emerged to be the perfect platform for spreading the message of a customer. Social media is an effective tool for managing customer relationship since social media sites are used by people to share their opinion on various products and services of a company. Companies have decided to become a part of these conversations to gain high quality sales leads.
Customer care or customer support has always been considered to be the core of customer relationship management in a modern call center. In this case, the CRM includes some useful features such as computer telephone integration (CTI), intelligent routing of calls, etc. Some of the companies have even decided to deploy integrated support applications, which is able to deliver knowledge-enabled solutions. Today, the SaaS platforms are used to provide excellent customer service and are now being used by large offshore outsourcing service providers.
Advantages of CRM
CRM offers numerous advantages to a call center set up. With the help of CRM tools, most companies are able to meet their goals quite easily. First of all, it is capable to simplify the marketing and sales processes, thereby increasing the sales and even adding up the opportunities of up-selling and cross-selling. Hence, CRM even reduces the expenses, which aids higher profitability.
The importance of CRM is undeniable. In fact, CRM has developed to be an important tool for the inbound call centers. It allows a company to maintain long term relationship with its customers that further enhances business opportunities.
Customer relationship management or CRM is basically referred to the process much in use by the inbound call centers of today. It's a strategy for managing the interaction of a company with its customers. Nowadays, technologies are being used to coordinate the various business processes mainly sales, customer service, technical support and marketing. The main purpose of using CRM is to attract new customers and also to lure the former customers to stay in the fold.
Variants of Customer relationship management
There are several variants of CRM or customer relationship management that can be used to serve the customers at its best. Today, the methods that are widely used by various call center companies are Sales Force Automation, Marketing, customer care service, social media and Analytics.
Sales Force Automation system or SFA are meant to offer vast capabilities of reorganizing the diverse sales processes in an organization. It is even capable of reducing the time, which is normally wasted on manual data entry work. Sales Force Automation System or SFA has a unique feature called Contact Management System. This feature is used to track and record all the stages of sales process for each customer. Some SFA applications include unique features such as territory management, opportunity management, workflow automation, sales forecasting and quote generation.
Marketing automations are now being used by various organizations for the purpose of identification of its target customers. Therefore, this process is also considered to be the best tool for generating leads for the sales team. With the help of marketing automation, a call center service provider can easily manage multichannel campaigns like search, direct mail, social media and e-mail. Apart from this, internal marketing resources, collateral and customer loyalty can also be managed by using this innovative technology.
Social media mainly refers to the websites that are specifically designed for socializing purpose. Familiar names like that of Twitter and Facebook have emerged to be the perfect platform for spreading the message of a customer. Social media is an effective tool for managing customer relationship since social media sites are used by people to share their opinion on various products and services of a company. Companies have decided to become a part of these conversations to gain high quality sales leads.
Customer care or customer support has always been considered to be the core of customer relationship management in a modern call center. In this case, the CRM includes some useful features such as computer telephone integration (CTI), intelligent routing of calls, etc. Some of the companies have even decided to deploy integrated support applications, which is able to deliver knowledge-enabled solutions. Today, the SaaS platforms are used to provide excellent customer service and are now being used by large offshore outsourcing service providers.
Advantages of CRM
CRM offers numerous advantages to a call center set up. With the help of CRM tools, most companies are able to meet their goals quite easily. First of all, it is capable to simplify the marketing and sales processes, thereby increasing the sales and even adding up the opportunities of up-selling and cross-selling. Hence, CRM even reduces the expenses, which aids higher profitability.
The importance of CRM is undeniable. In fact, CRM has developed to be an important tool for the inbound call centers. It allows a company to maintain long term relationship with its customers that further enhances business opportunities.
Monday, August 9, 2010
Tuesday, July 27, 2010
Customer Relationship Management in Call Centers
Customer relationship management is an important aspect for making or maintaining healthy relationship with the customers. Without it, the service providers won't be able to function properly.
Customer relationship management or CRM is basically referred to the process much in use by the inbound call centers of today. It's a strategy for managing the interaction of a company with its customers. Nowadays, technologies are being used to coordinate the various business processes mainly sales, customer call center India service, technical support and marketing. The main purpose of using CRM is to attract new customers and also to lure the former customers to stay in the fold.
Variants of Customer relationship management
There are several variants of CRM or customer relationship management that can be used to serve the customers at its best. Today, the methods that are widely used by various call center companies are Sales Force Automation, Marketing, customer care service, social media and Analytics.
Sales Force Automation system or SFA are meant to offer vast capabilities of reorganizing the diverse sales processes in an organization. It is even capable of reducing the time, which is normally wasted on manual data entry work. Sales Force Automation System or SFA has a unique feature called Contact Management System. This feature is used to track and record all the stages of sales process for each customer. Some SFA applications include unique features such as territory management, opportunity management, workflow automation, sales forecasting and quote generation.
Marketing automations are now being used by various organizations for the purpose of identification of its target customers. Therefore, this process is also considered to be the best tool for generating leads for the sales team. With the help of marketing automation, a call center service provider can easily manage multichannel campaigns like search, direct mail, social media and e-mail. Apart from this, internal marketing resources, collateral and customer loyalty can also be managed by using this innovative technology.
Social media mainly refers to the websites that are specifically designed for socializing purpose. Familiar names like that of Twitter and Facebook have emerged to be the perfect platform for spreading the message of a customer. Social media is an effective tool for managing customer relationship since social media sites are used by people to share their opinion on various products and services of a company. Companies have decided to become a part of these conversations to gain high quality sales leads.
Customer care or customer support services has always been considered to be the core of customer relationship management in a modern call center. In this case, the CRM includes some useful features such as computer telephone integration (CTI), intelligent routing of calls, etc. Some of the companies have even decided to deploy integrated support applications, which is able to deliver knowledge-enabled solutions. Today, the SaaS platforms are used to provide excellent customer service and are now being used by large offshore outsourcing service providers.
Advantages of CRM
CRM offers numerous advantages to a call center set up. With the help of CRM tools, most companies are able to meet their goals quite easily. First of all, it is capable to simplify the marketing and sales processes, thereby increasing the sales and even adding up the opportunities of up-selling and cross-selling. Hence, CRM even reduces the expenses, which aids higher profitability.
The importance of CRM is undeniable. In fact, CRM has developed to be an important tool for the inbound call centers. It allows a company to maintain long term relationship with its customers that further enhances business opportunities.
Customer relationship management or CRM is basically referred to the process much in use by the inbound call centers of today. It's a strategy for managing the interaction of a company with its customers. Nowadays, technologies are being used to coordinate the various business processes mainly sales, customer call center India service, technical support and marketing. The main purpose of using CRM is to attract new customers and also to lure the former customers to stay in the fold.
Variants of Customer relationship management
There are several variants of CRM or customer relationship management that can be used to serve the customers at its best. Today, the methods that are widely used by various call center companies are Sales Force Automation, Marketing, customer care service, social media and Analytics.
Sales Force Automation system or SFA are meant to offer vast capabilities of reorganizing the diverse sales processes in an organization. It is even capable of reducing the time, which is normally wasted on manual data entry work. Sales Force Automation System or SFA has a unique feature called Contact Management System. This feature is used to track and record all the stages of sales process for each customer. Some SFA applications include unique features such as territory management, opportunity management, workflow automation, sales forecasting and quote generation.
Marketing automations are now being used by various organizations for the purpose of identification of its target customers. Therefore, this process is also considered to be the best tool for generating leads for the sales team. With the help of marketing automation, a call center service provider can easily manage multichannel campaigns like search, direct mail, social media and e-mail. Apart from this, internal marketing resources, collateral and customer loyalty can also be managed by using this innovative technology.
Social media mainly refers to the websites that are specifically designed for socializing purpose. Familiar names like that of Twitter and Facebook have emerged to be the perfect platform for spreading the message of a customer. Social media is an effective tool for managing customer relationship since social media sites are used by people to share their opinion on various products and services of a company. Companies have decided to become a part of these conversations to gain high quality sales leads.
Customer care or customer support services has always been considered to be the core of customer relationship management in a modern call center. In this case, the CRM includes some useful features such as computer telephone integration (CTI), intelligent routing of calls, etc. Some of the companies have even decided to deploy integrated support applications, which is able to deliver knowledge-enabled solutions. Today, the SaaS platforms are used to provide excellent customer service and are now being used by large offshore outsourcing service providers.
Advantages of CRM
CRM offers numerous advantages to a call center set up. With the help of CRM tools, most companies are able to meet their goals quite easily. First of all, it is capable to simplify the marketing and sales processes, thereby increasing the sales and even adding up the opportunities of up-selling and cross-selling. Hence, CRM even reduces the expenses, which aids higher profitability.
The importance of CRM is undeniable. In fact, CRM has developed to be an important tool for the inbound call centers. It allows a company to maintain long term relationship with its customers that further enhances business opportunities.
Tuesday, July 13, 2010
The Benefits of Outsourcing Your Outbound Call Center
Companies getting other third party outsourcing companies to do the brunt of their call center operations are becoming more prevalent, and this phenomenon has been a source of much debate. Outsourcing is now a key tool for success; it gets the work done in the most cost-effective manner in the most feasible span of time. Hence, it is not surprising that many have recognized its main benefit, which is essentially saving your company’s time, effort and resources. Non-core functions that are routine or too expensive to be performed on site can be outsourced so that you can perform core functions without delay and focus more for your company’s development and progress.
With outsourcing, a company doesn’t need to waste time on finding the appropriate workforce. The outsourcing partner provides suitable personnel who will make those outbound calls to the customer base.
This always available workforce has already undergone extensive training prior to making those actual calls, so be sure that they are experts at handling all product inquiries from customers over the world. The cost of infrastructure is made minimal even further if expansion happens offshore.
Since outsourcing gives you quite a noteworthy workforce, you are inevitably providing your customers a better quality of service. Outsourcing companies have already taken the intricacies of finding and selecting the finest workforce for you. Hence, your customer representatives would always perform up to standard thereby providing your regular and new customers the services that they are worthy of.
Time is also not a limiting factor. With an outsourcing outbound call center, often, there is a large manpower to carry out the tasks and accomplish call targets. A lot of skilled workers are especially teeming in widely populated Asian countries, such as India, the Philippines and China. Because of low labor cost and a great number of skillful workers in these countries they have become the common outsourcing destinations. The call centers in these countries are widespread and operational round the clock on a daily basis.
While a call center assumes the responsibility of performing your business non-core functions, you are given the opportunity to concentrate on your business core-functions. Your effort, time and capital can now be redirected for use in even more deserving aspects of your company – such as growth, productivity, profit, etc. Being able to focus in other aspects of your company will surely augment your company value, and thus, bring huge profits. Thus, outsourcing does not only save you money from labor and infrastructure costs but also help you, although indirectly, boost the value of your company.
When you turn to outsourcing for your non-core functions to an outbound call center, you are granted a competitive edge in the market. With all the benefits it confers, there is no doubt that it is an indispensable tool for success. There is simply no other tool capable of flexibly taking care of your customers inquiries and issues while simultaneously up sell your products.
Friday, July 9, 2010
What is call center marketing?
Call center marketing came about as a solution offered to assist small, medium and large scale business owners in the promotion and marketing of their online or physical products to enable fast and far-reaching success for their clientele. Call centers are made the main point of contact or as a customer interaction center of a particular company.
They offer product details, promotions, and marketing tactics to get the product ample publicity among its chosen target audience. They often come up with clear-cut solutions for people who want immediate answer to their many inquiries. These new age marketers aid in maximizing full growth and income potential of their clients by being available for any customer questions, pre-sales, or after sales inquiries.
Hence, what they offer is a customized solution to meet the sales challenges and needs of each customer and improve the market itself. This telemarketing is resorted to mainly because it promises improved revenue with the use of inexpensive, ingenious, and eclectic means available online.
Call Marketing Solutions
For many people, this kind of marketing is a big question mark. What is does it comprises? How can I engage in this form of marketing for my business? For starters, it includes (but is not limited) to telemarketing and a massive email campaigning for lead and sales generation. A lot of these marketing companies utilize top of the line automated systems and tools for sales and lead generation such as voice IP, interactive voice response, advanced speech recognition, and a whole lot more.
They also put to good use prevalent marketing surveys which help them in customizing appropriate client sales campaign and marketing approach. Furthermore, they endeavor the promotion of real time sales of each customer's products by utilizing top notch tools in the monitoring and implementation of real time product sales and marketing.
Call Center Marketing Today
Call center marketing is a very good technique for a particular client who wants to reach a wide spectrum of audience or market.
Call center agents or telemarketers comprise of highly skilled professionals in the marketing arena who have undergone stringent training and education on the subject matter. The services offered are impeccable, that is why there is a continuing need for call center marketers nowadays.
These professionals facilitate a direct response to product inquiries and any pre or after sales questions every interested and or potential customer might ask. They always ensure that the best marketing options are offered your target market by using competitive marketing techniques and tools that exceeds customer satisfaction needs.
This marketing technique also aids in the acquisition of new and prospective clients through effective marketing measures. You will be happy on how they can increase your customer base faster than you could ever imagine. This type of marketing offers a hundred percent guaranteed focal point for effective, flexible, and inexpensive product promotion.
They offer product details, promotions, and marketing tactics to get the product ample publicity among its chosen target audience. They often come up with clear-cut solutions for people who want immediate answer to their many inquiries. These new age marketers aid in maximizing full growth and income potential of their clients by being available for any customer questions, pre-sales, or after sales inquiries.
Hence, what they offer is a customized solution to meet the sales challenges and needs of each customer and improve the market itself. This telemarketing is resorted to mainly because it promises improved revenue with the use of inexpensive, ingenious, and eclectic means available online.
Call Marketing Solutions
For many people, this kind of marketing is a big question mark. What is does it comprises? How can I engage in this form of marketing for my business? For starters, it includes (but is not limited) to telemarketing and a massive email campaigning for lead and sales generation. A lot of these marketing companies utilize top of the line automated systems and tools for sales and lead generation such as voice IP, interactive voice response, advanced speech recognition, and a whole lot more.
They also put to good use prevalent marketing surveys which help them in customizing appropriate client sales campaign and marketing approach. Furthermore, they endeavor the promotion of real time sales of each customer's products by utilizing top notch tools in the monitoring and implementation of real time product sales and marketing.
Call Center Marketing Today
Call center marketing is a very good technique for a particular client who wants to reach a wide spectrum of audience or market.
Call center agents or telemarketers comprise of highly skilled professionals in the marketing arena who have undergone stringent training and education on the subject matter. The services offered are impeccable, that is why there is a continuing need for call center marketers nowadays.
These professionals facilitate a direct response to product inquiries and any pre or after sales questions every interested and or potential customer might ask. They always ensure that the best marketing options are offered your target market by using competitive marketing techniques and tools that exceeds customer satisfaction needs.
This marketing technique also aids in the acquisition of new and prospective clients through effective marketing measures. You will be happy on how they can increase your customer base faster than you could ever imagine. This type of marketing offers a hundred percent guaranteed focal point for effective, flexible, and inexpensive product promotion.
Wednesday, July 7, 2010
Tuesday, June 29, 2010
How can an Inbound Call Center enhance your Business?
Inbound call center of Call Centers India handle your customer calls. When it comes to customer services calls, every missed
call can be a missed opportunity. Whether you need to answer 100 calls in a day, or 10,000, you will find Call Centers
India's inbound call center services to be a professional & cost effective. The customer support agents in Call Centers
India's inbound call centers will always respond to your customers prospects in a timely, polite and professional manner.call can be a missed opportunity. Whether you need to answer 100 calls in a day, or 10,000, you will find Call Centers
India's inbound call center services to be a professional & cost effective. The customer support agents in Call Centers
Our call center services have developed processes to leverage in order to deliver exceptional level of voice response to the
end consumer. Call Centers India will Support you find the 24/7 inbound Contact Center, Outbound Contact Center and Back
Office Support Services support services including telephone answering services, order entry/taking services, product recall,
help desk, ongoing quality assessment and monitoring, reporting accountability.
Thursday, June 24, 2010
Outsourcing Call Center Successfully
Any organization looking out to explore inbound or outbound call center services should first begin with a basic research. Opting for a basic research in the initial phases prove to be helpful in taking right decision. Be sure that you are seeking for a service provider that will be representing your own brand.
A wrong choice from your own part can create an adverse effect on the productivity and growth prospects of your company. Here lies the importance of knowing all those aspects of the call center outsourcing. Keep in mind that having a note on the right way to outsource customer services stands crucial for each and every company.
From your part, it will be essential to get familiar with the diverse aspects of the call center outsourcing that can mean profitable for your own business. You need to understand the given difference between the two functions carried out in a customer care unit. They are outbound telemarketing and inbound telemarketing. Keeping a note on both these functions will be important.
When choosing to outsource the significant contact center work, make sure to include a great understanding on the diverse key points. These include
• Knowing the Experience Level of the Service Provider:
A brief understanding of the above factor stands vital when selecting a unit that will ultimately offer the call center services for your business organization. Even though a service vendor is not in business for too long, they should provide services maintaining the industrial standards.
Questions that need to be asked include:
Do the hired company offer chat support services or email inquiry handling services? These are services that are considered significant when outsourcing.
Thursday, May 27, 2010
Outbound Call Center Services: Help to Boost Your Sales
Use the Call Centers India Outbound Call Center to achieve more profitable and productive telemarketing campaigns
The CCI-Call Centers India Outbound Virtual Call Center is a complete service consisting of outbound campaign management functionality with predictive dialing. With Call Centers India you will use our phone dialer and robust outbound call center software to efficiently and effectively manage product campaigns, generate sales leads, process account collections, raise funds, administer research surveys, and conduct political and community initiatives. Our Predictive Dialer provides all the features you need to achieve the maximum number of successful calls by the minimum number of agents.
Our fully hosted, Software as a Service (SaaS) offers a predictive dialing capability that can double or triple the number of right party connections. A predictive dialing system automates outbound dialing to connect agents only to calls answered by real people.
Enjoy world-class outbound campaigns and predictive dialing with the Call Centers India Outbound Virtual Call Center that enables:
* Full control over every campaign
* Multiple simultaneous campaigns
* Predictive Dialer
* Call List Management
* Regulatory Compliance
Benefits
* Increased agent productivity by shortening average call times and ensuring that agents only handle live calls
* Increased customer satisfaction by proactively contacting them with important product offers and information.
* Improved sales results by dialing more numbers and contacting more live parties, resulting in more leads.
* Lower infrastructure costs by eliminating recurring T1 fees, optimizing use of dialing resources, and reducing administration costs.
* Increased business agility by scaling your operations up or down as needed, rather than settling on a system with a fixed number of licenses.
One Product, Many Solutions
Here are some of the many ways our customers around the world are using the Five9 Outbound Virtual Call Center:
Featured Solutions
* Telemarketing
* Collections
Industry Sectors include:
* Financial Services
* Outsourcing
* Travel & Transportation
* Education
* Government
* Not for Profit
Key Features of the Call Centers India Outbound Call Center
* Predictive Dialer
* Data Import
* Call Scripting
* Campaign & List Management
* Do-Not-Call List Compliance
* VoIP
* Remote Agents
* Quality Monitoring
* Voice Recording
* Voicemail
* Real-Time Reporting
* Historical Reporting
* CRM Integration
* Customer History
* 24x7 Customer Support
How it Works
Start by opening an account with us. We can have your Call Centers India outbound call center up and running in as little as 48 hours. Provide agents and supervisors the necessary computers, headsets and internet access according to Call Centers India recommendations. Finally, ensure that users take the training we provide as part of your purchase.
After training, begin configuring your call center with our easy to use, web-based tools. You can set up as many outbound campaigns as you wish, using imported call lists and do-not-call lists as needed. To ensure a consistent experience when CRM contacts are connected to an agent, you can create agent interaction scripts for each campaign.
When running outbound campaigns, our predictive dialer works through your dialing lists and uses call-progress detection to understand whether the call was busy, received by an answering machine, or answered by a person, so that your agents can focus only on live contacts. When your agents are connected to live parties they can follow the scripts you've written and record the results in the Call Centers India contact history. Time-sensitive information associated with the call can also be sent via email.
Your supervisors can monitor real-time campaign status across campaigns, and oversee agent performance including key metrics such as sales or qualified leads. Campaigns can be started, stopped, or fine-tuned at any time. Additionally, managers can use our rich reporting and quality management facilities to evaluate the effectiveness of all aspects of the call center's operations.
By using CCI - Call Centers India to run your outbound campaigns, you can maximize the number of live parties reached in the minimum time, maximize agent productivity, and ensure correct handling of calls, all at the lowest possible cost.
The CCI-Call Centers India Outbound Virtual Call Center is a complete service consisting of outbound campaign management functionality with predictive dialing. With Call Centers India you will use our phone dialer and robust outbound call center software to efficiently and effectively manage product campaigns, generate sales leads, process account collections, raise funds, administer research surveys, and conduct political and community initiatives. Our Predictive Dialer provides all the features you need to achieve the maximum number of successful calls by the minimum number of agents.
Our fully hosted, Software as a Service (SaaS) offers a predictive dialing capability that can double or triple the number of right party connections. A predictive dialing system automates outbound dialing to connect agents only to calls answered by real people.
Enjoy world-class outbound campaigns and predictive dialing with the Call Centers India Outbound Virtual Call Center that enables:
* Full control over every campaign
* Multiple simultaneous campaigns
* Predictive Dialer
* Call List Management
* Regulatory Compliance
Benefits
* Increased agent productivity by shortening average call times and ensuring that agents only handle live calls
* Increased customer satisfaction by proactively contacting them with important product offers and information.
* Improved sales results by dialing more numbers and contacting more live parties, resulting in more leads.
* Lower infrastructure costs by eliminating recurring T1 fees, optimizing use of dialing resources, and reducing administration costs.
* Increased business agility by scaling your operations up or down as needed, rather than settling on a system with a fixed number of licenses.
One Product, Many Solutions
Here are some of the many ways our customers around the world are using the Five9 Outbound Virtual Call Center:
Featured Solutions
* Telemarketing
* Collections
Industry Sectors include:
* Financial Services
* Outsourcing
* Travel & Transportation
* Education
* Government
* Not for Profit
Key Features of the Call Centers India Outbound Call Center
* Predictive Dialer
* Data Import
* Call Scripting
* Campaign & List Management
* Do-Not-Call List Compliance
* VoIP
* Remote Agents
* Quality Monitoring
* Voice Recording
* Voicemail
* Real-Time Reporting
* Historical Reporting
* CRM Integration
* Customer History
* 24x7 Customer Support
How it Works
Start by opening an account with us. We can have your Call Centers India outbound call center up and running in as little as 48 hours. Provide agents and supervisors the necessary computers, headsets and internet access according to Call Centers India recommendations. Finally, ensure that users take the training we provide as part of your purchase.
After training, begin configuring your call center with our easy to use, web-based tools. You can set up as many outbound campaigns as you wish, using imported call lists and do-not-call lists as needed. To ensure a consistent experience when CRM contacts are connected to an agent, you can create agent interaction scripts for each campaign.
When running outbound campaigns, our predictive dialer works through your dialing lists and uses call-progress detection to understand whether the call was busy, received by an answering machine, or answered by a person, so that your agents can focus only on live contacts. When your agents are connected to live parties they can follow the scripts you've written and record the results in the Call Centers India contact history. Time-sensitive information associated with the call can also be sent via email.
Your supervisors can monitor real-time campaign status across campaigns, and oversee agent performance including key metrics such as sales or qualified leads. Campaigns can be started, stopped, or fine-tuned at any time. Additionally, managers can use our rich reporting and quality management facilities to evaluate the effectiveness of all aspects of the call center's operations.
By using CCI - Call Centers India to run your outbound campaigns, you can maximize the number of live parties reached in the minimum time, maximize agent productivity, and ensure correct handling of calls, all at the lowest possible cost.
Friday, May 14, 2010
The best KPIs to use in your call centre
As per latest Market analysis by the experts it has been observed that "key performance indicators (KPIs)" should be used on priority in the contact centre.
* Occupancy, expressed as a percentage – This helps identify how much time an agent is actually “speaking live” to your customers. As a rule, the higher the percentage, the better, but be careful it isn’t too high. Unless you’re in a highly specialised role (directory enquiries services spring to mind) too high a number might indicate either a lack of attention to after-call work, or an inaccurate measurement.
* Abandoned calls – pretty self explanatory and naturally, the lower the better
* Calls answered
* Calls offered
* Average wait time
* Grade of service (number of calls answered within x seconds)
Pretty simple so far. But this is also where it starts to deviate depending on the role of the contact centre. For sales-driven environments, There will be much higher emphasis on the average wait time compared to, say, a support or service line. There are also a number of other KPIs that will be important to any sales organisation, such as:
* Conversion – The ratio of calls to closed business (or appointments, or promises to pay, whatever your centre’s goals are). This can calculated through a simple result code that your agent can key into their ACD phone, assuming your ACD supports this).
* Average call length – Depending on what you’re selling, this can vary greatly, and there are no right or wrong answers to it. For example, someone selling a mortgage product will be permitted a much longer average call length than someone who places orders from a mail-order catalogue.
For BPO operations that are more customer service or resolution based – you could consider KPIs which will help interpret the level of customer satisfaction with the call. These could include:
* First call resolution (%) – Being able to resolve the customer’s query/concern on the first call made. A nirvana for most customer service centres, but much more difficult to achieve in real life.
* Average age of query – Failing to resolve the query on the first call, this metric calculates the average amount of time that a case remains open. Naturally, the shorter the better. And most organisations should be able to have the reporting capabilities to track/trend this.
* Customer call frequency – A metric to indicate the frequency of repeated calls from the same customer. This helps identify if correct information was given in the first place, or if there are repeated issues with a particular element of your business.
These terms are a bit generic, and many business will use their own jargon or acronyms to describe some of these concepts. There are lots of others that can be applied to other more specific operations too.
Monday, May 10, 2010
Use Call Center services to Your Advantage
Whether you take orders over the phone or you take many customer service calls, an inbound call center can improve your business operations. A telephone answering service is ideal for the company that deals with many calls per day to order products and services. That can easily be outsourced to another organization and save time within the business itself. But even things like general customer service calls, complaints and inquiries can be handled by a properly trained inbound call center.
Why Hire a Telephone Answering Service?
First of all, hiring a telephone answering service means that people within your organization no longer have to field customer inquiries, complaints and orders. These are things that can typically be handled by call centers with no or few problems. It’s your responsibility to educate the organization and give them all the information they need to handle customers’ calls. But once that’s done, people within your business will be freed up to do their jobs rather than have to deal with multiple phone calls per day.
And not only will that free up your employees, you’ll be giving your customers better customer service in general. An inbound call center organization is designed to give customer service. That’s what they do as a business model, so your customers will be getting people on the other end of the phone who truly want to help them. They won’t be getting your employees who might be better at things like IT or sales when they actually have a complaint or customer service question.
Use an Inbound Call Center to Increase Profits
An inbound call center is one great way to make sure your customers are taken care of. They won’t get an employee who’s in a hurry because he’s in the middle of making a presentation, and they won’t get one who’s not experienced in taking orders or who maybe doesn’t know too much about a new product. That means customers will get the information they need without feeling rushed or as if they’re talking to someone who would rather be doing something else.
As long as the telephone answering service has been given enough information to do their jobs, your customer satisfaction will probably increase a great deal. That means you’ll have happier customers who will come back time and time again.
But you can also use the telephone answering service to increase sales in other ways. Without a hard sell, the inbound call center employees can be trained to offer certain specials, packages or deals to each caller at the end of the call. They can be trained to take orders and try to upsell each one to a bigger and better product or package. And because the telephone answering service has skilled telephone operators, you’re going to be getting people who have probably done this many times before. That experience can help increase sales for your company.
When you go to hire a telephone answering service, ask about things like their sales experience and the different types of calls they’re used to fielding so that you can get the company that’s right for you.
Why Hire a Telephone Answering Service?
First of all, hiring a telephone answering service means that people within your organization no longer have to field customer inquiries, complaints and orders. These are things that can typically be handled by call centers with no or few problems. It’s your responsibility to educate the organization and give them all the information they need to handle customers’ calls. But once that’s done, people within your business will be freed up to do their jobs rather than have to deal with multiple phone calls per day.
And not only will that free up your employees, you’ll be giving your customers better customer service in general. An inbound call center organization is designed to give customer service. That’s what they do as a business model, so your customers will be getting people on the other end of the phone who truly want to help them. They won’t be getting your employees who might be better at things like IT or sales when they actually have a complaint or customer service question.
Use an Inbound Call Center to Increase Profits
An inbound call center is one great way to make sure your customers are taken care of. They won’t get an employee who’s in a hurry because he’s in the middle of making a presentation, and they won’t get one who’s not experienced in taking orders or who maybe doesn’t know too much about a new product. That means customers will get the information they need without feeling rushed or as if they’re talking to someone who would rather be doing something else.
As long as the telephone answering service has been given enough information to do their jobs, your customer satisfaction will probably increase a great deal. That means you’ll have happier customers who will come back time and time again.
But you can also use the telephone answering service to increase sales in other ways. Without a hard sell, the inbound call center employees can be trained to offer certain specials, packages or deals to each caller at the end of the call. They can be trained to take orders and try to upsell each one to a bigger and better product or package. And because the telephone answering service has skilled telephone operators, you’re going to be getting people who have probably done this many times before. That experience can help increase sales for your company.
When you go to hire a telephone answering service, ask about things like their sales experience and the different types of calls they’re used to fielding so that you can get the company that’s right for you.
Thursday, May 6, 2010
Thursday, April 29, 2010
INBOUND CALL CENTRE SERVICES:
Customer Service: Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customers satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business (repeated customers). Thus, the agents in the inbound call centers are trained well to service the customers to deal with their complaints and mal functions of the product and to take immediate actions to solve their problems. Good Customer Service will bring good customers and ultimately profits the business.
Help Desk: Help Desk is a service provided by the agents who assists, guides, trouble shoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centres not only provide the technical answers but also evaluate the problem. Help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways. Keeping customers happy is one of the most important objectives of the company. Having an excellent help desk service can resolve any inquiries are the first step to keep them loyal to the company.
Technical Trouble shooting: Technical trouble shooting is the repair or advice service provided to the customers over phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. The goal of tech support call centers is to provide product information and technical assistance that are accessible 24 hours a day. Thus, the technical support is significant in delivering greater value to the business.
Order Taking: Order taking service will help the customers to place their orders directly via telephone to the Order Taking agents. The agents will process the order and answer the customers to their doubts that may have about the products. Order taking service has become a major part of the inbound call centre services as they have too many advantages and the most important is increasing the sales of the product. The offshore order taking service includes taking the order and shipping information. This makes the process much easier and thereby increases the sales and profits the business.
Call Centers India - CCI, is a fast growing International Call Center provides Business Process Outsourcing, Call Center Services and Non Voice Support Services.
Help Desk: Help Desk is a service provided by the agents who assists, guides, trouble shoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centres not only provide the technical answers but also evaluate the problem. Help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways. Keeping customers happy is one of the most important objectives of the company. Having an excellent help desk service can resolve any inquiries are the first step to keep them loyal to the company.
Technical Trouble shooting: Technical trouble shooting is the repair or advice service provided to the customers over phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. The goal of tech support call centers is to provide product information and technical assistance that are accessible 24 hours a day. Thus, the technical support is significant in delivering greater value to the business.
Order Taking: Order taking service will help the customers to place their orders directly via telephone to the Order Taking agents. The agents will process the order and answer the customers to their doubts that may have about the products. Order taking service has become a major part of the inbound call centre services as they have too many advantages and the most important is increasing the sales of the product. The offshore order taking service includes taking the order and shipping information. This makes the process much easier and thereby increases the sales and profits the business.
Call Centers India - CCI, is a fast growing International Call Center provides Business Process Outsourcing, Call Center Services and Non Voice Support Services.
Tuesday, April 27, 2010
How to recruit the right call centre agent
customer satisfaction and attrition rates on the rise, there has never been a more important time to recruit the right agents.
But how do we find people that have got the ‘right stuff’? One of our readers, Customer Service Director - Kevin Stillwell provides a few pointers.
Remaining calm under pressure
For me, the key attributes in a call centre agent are: the ability to remain calm under pressure and confident, clear communications skills.
Competency-based interviewing
The candidates may well be comfortable talking about their previous experience in an interview situation but it’s also important to test the agent’s key competencies and skills in a live role-play scenario, making the interview process interactive and realistic to the environment that they would be working in. At interview stage, any previous experience the agent draws on should also be backed up with real-life examples of how they handled an issue or challenge – this can help highlight any potential weaknesses to look for at the role-play scenario stage.
The key skills to look for
At Webloyalty we test the following skills:
* General conversational ability and call control
* Ability to remain calm under pressure
* Ability to communicate clearly and confidently
* Ability to follow an enquiry through from the initial call to any follow-up correspondence
* Attention to detail
* Grammar and spelling
Recruit in numbers
Having just gone through a number of recruitment drives for our call centre in Sevenoaks, I would always advise to recruit in numbers if possible and never hire one agent at a time. Hire in small groups - around five is the best number - this allows the new agents to go through the training and induction process together where they will benefit from learning from one another.
This method also gives them a bond with other new joiners so they feel more confident to ‘go live’ on the call centre floor at the same time. It’s important to note that the training needs to be fun, interactive and engaging for the agents – a group environment where they can ask ‘silly’ questions and feel comfortable doing so works well.
Honesty is the best policy
At interview stage be clear on exactly what will be expected of the agent in the role and be as open as you can about your company culture and policies – if they find anything out further down the track that they feel uncomfortable with, then retaining the agent will be difficult and the recruitment process may need to start again.
Invest in the induction stage
The average staff turnover for call-centres is around 9 per cent, but there are a number of ways in which staff retention can be improved. For example, I would always ensure that time and money is invested at the training/induction stage to embed the agent in to the company culture and ensure they are fully prepared for their first live appearance on the call centre floor – the less surprises they have at the beginning, the more they are likely to stay committed to the company. Around five days of training would be my recommendation.
Make your external recruitment consultants part of your extended team
When using an external recruitment company I believe it’s important to choose one that can become a long-term partner; one that knows you and your business inside out and understands what makes the perfect candidate for your call centre.
Every call centre faces different challenges – so there is not necessarily a formula for the ‘ideal agent’ as every business is unique. An external recruitment consultant needs to be an extension of your team – not a short-term fix. Invest time in briefing them properly from the outset regarding your needs and this will save you a lot of time and wasted interviews in the long term.
Don’t have the budget?
If you don’t have the budget to hire a recruitment consultant, then PR activity with local press can help drive applications through your door. In the current environment any news about jobs being created, rather than lost, is a welcome news story to local business journalists.
But how do we find people that have got the ‘right stuff’? One of our readers, Customer Service Director - Kevin Stillwell provides a few pointers.
Remaining calm under pressure
For me, the key attributes in a call centre agent are: the ability to remain calm under pressure and confident, clear communications skills.
Competency-based interviewing
The candidates may well be comfortable talking about their previous experience in an interview situation but it’s also important to test the agent’s key competencies and skills in a live role-play scenario, making the interview process interactive and realistic to the environment that they would be working in. At interview stage, any previous experience the agent draws on should also be backed up with real-life examples of how they handled an issue or challenge – this can help highlight any potential weaknesses to look for at the role-play scenario stage.
The key skills to look for
At Webloyalty we test the following skills:
* General conversational ability and call control
* Ability to remain calm under pressure
* Ability to communicate clearly and confidently
* Ability to follow an enquiry through from the initial call to any follow-up correspondence
* Attention to detail
* Grammar and spelling
Recruit in numbers
Having just gone through a number of recruitment drives for our call centre in Sevenoaks, I would always advise to recruit in numbers if possible and never hire one agent at a time. Hire in small groups - around five is the best number - this allows the new agents to go through the training and induction process together where they will benefit from learning from one another.
This method also gives them a bond with other new joiners so they feel more confident to ‘go live’ on the call centre floor at the same time. It’s important to note that the training needs to be fun, interactive and engaging for the agents – a group environment where they can ask ‘silly’ questions and feel comfortable doing so works well.
Honesty is the best policy
At interview stage be clear on exactly what will be expected of the agent in the role and be as open as you can about your company culture and policies – if they find anything out further down the track that they feel uncomfortable with, then retaining the agent will be difficult and the recruitment process may need to start again.
Invest in the induction stage
The average staff turnover for call-centres is around 9 per cent, but there are a number of ways in which staff retention can be improved. For example, I would always ensure that time and money is invested at the training/induction stage to embed the agent in to the company culture and ensure they are fully prepared for their first live appearance on the call centre floor – the less surprises they have at the beginning, the more they are likely to stay committed to the company. Around five days of training would be my recommendation.
Make your external recruitment consultants part of your extended team
When using an external recruitment company I believe it’s important to choose one that can become a long-term partner; one that knows you and your business inside out and understands what makes the perfect candidate for your call centre.
Every call centre faces different challenges – so there is not necessarily a formula for the ‘ideal agent’ as every business is unique. An external recruitment consultant needs to be an extension of your team – not a short-term fix. Invest time in briefing them properly from the outset regarding your needs and this will save you a lot of time and wasted interviews in the long term.
Don’t have the budget?
If you don’t have the budget to hire a recruitment consultant, then PR activity with local press can help drive applications through your door. In the current environment any news about jobs being created, rather than lost, is a welcome news story to local business journalists.
Thursday, April 15, 2010
Tuesday, April 13, 2010
Monday, January 25, 2010
How To Choose The Right Outsourcing Provider ?
There is certainly no denying the potential benefits that can be derived through outsourcing, but it would help if the right outsourcing provider is selected. Doing that is not a difficult task, but it's certainly a bit complicated, obviously because the number of providers offering outsourcing services has increased significantly in recent years. Outsourcing mostly involves handling non-core processes, but since it directly affects customer satisfaction levels, the quality of offered services cannot be compromised. Deriving cost savings may be the primary objective, but since improving quality and efficiency are equally important, it's understandable that choosing the right provider will greatly help in these matters.
So, how exactly can a business ensure that the selected provider is the right one? Well, the first thing businesses need to do is contact as many providers as humanely possible. They should inform each of these providers about their specific needs and requirements and consequently request service quotes from them. After this, businesses just need to compare the offered quotes and see which provider best fits the bill. Once that is done, they need to analyze the track record of each of the providers, to make an assessment of their domain experience and expertise.
Based on the above described criterion, each of the providers can then be ranked accordingly. The provider who gets the top rank should then obviously be the preferred choice. This process needs to be followed every time, especially if the objective is to select the most appropriate outsourcing provider.
So, how exactly can a business ensure that the selected provider is the right one? Well, the first thing businesses need to do is contact as many providers as humanely possible. They should inform each of these providers about their specific needs and requirements and consequently request service quotes from them. After this, businesses just need to compare the offered quotes and see which provider best fits the bill. Once that is done, they need to analyze the track record of each of the providers, to make an assessment of their domain experience and expertise.
Based on the above described criterion, each of the providers can then be ranked accordingly. The provider who gets the top rank should then obviously be the preferred choice. This process needs to be followed every time, especially if the objective is to select the most appropriate outsourcing provider.
Monday, January 4, 2010
Offshore outsourcing set for a big year
Research firm Gartner published a study Monday saying "offshore outsourcing isn't as widespread as people think," with lower-cost locales accounting for less than 3 percent of money spent on global information technology services this year.
Gartner projects that figure to grow but remain a relatively small fraction of total spending. By 2008, spending on IT services delivered through "global sourcing" will reach about 7 percent of a $728 billion total market--or roughly $50 billion.
A more bullish view came Thursday from NeoIT, a consulting firm that advises clients about offshore projects. NeoIT "foresees a big year for offshore outsourcing growth in 2005" and predicts that more than "80 percent of the Global 2,000 will have an offshore presence by the end of the year."
Although the studies do not necessarily contradict one another, their differing tones reflect a broader set of conflicting opinions about the hot-button topic. Comprehensive information about the scale and impact of offshoring has been lacking, but Congress recently passed a bill that would set aside $2 million to study the issue.
Defenders of sending high-skilled work to countries such as India and the Philippines say it ultimately benefits the U.S. economy and its workers. Critics claim that the practice eliminates well-paying jobs and threatens the nation's long-term technological leadership.
Although wages can be much lower outside the United States and Europe, the overall effectiveness of shipping work abroad has come under scrutiny.
"Over 40 percent of offshore initiatives will not yield anticipated savings, scale or risk diversification," NeoIT said in its predictions for 2005. "The key reason for these disappointments will not be due to supplier capability but buyer preparation and management."
Despite predicting a large proportion of deal duds, NeoIT said it "sees increasing acceptance for offshoring as a foregone conclusion for multinational corporations that must keep pace with global competition, global supply and global delivery models."
Although much attention has been put on the way offshore projects can eliminate U.S. jobs, Gartner's report indicated that tech professionals should be more concerned with the growing automation of computer systems. "Utility computing will have (a) greater job impact than offshore outsourcing," the report said.
Gartner projects that figure to grow but remain a relatively small fraction of total spending. By 2008, spending on IT services delivered through "global sourcing" will reach about 7 percent of a $728 billion total market--or roughly $50 billion.
A more bullish view came Thursday from NeoIT, a consulting firm that advises clients about offshore projects. NeoIT "foresees a big year for offshore outsourcing growth in 2005" and predicts that more than "80 percent of the Global 2,000 will have an offshore presence by the end of the year."
Although the studies do not necessarily contradict one another, their differing tones reflect a broader set of conflicting opinions about the hot-button topic. Comprehensive information about the scale and impact of offshoring has been lacking, but Congress recently passed a bill that would set aside $2 million to study the issue.
Defenders of sending high-skilled work to countries such as India and the Philippines say it ultimately benefits the U.S. economy and its workers. Critics claim that the practice eliminates well-paying jobs and threatens the nation's long-term technological leadership.
Although wages can be much lower outside the United States and Europe, the overall effectiveness of shipping work abroad has come under scrutiny.
"Over 40 percent of offshore initiatives will not yield anticipated savings, scale or risk diversification," NeoIT said in its predictions for 2005. "The key reason for these disappointments will not be due to supplier capability but buyer preparation and management."
Despite predicting a large proportion of deal duds, NeoIT said it "sees increasing acceptance for offshoring as a foregone conclusion for multinational corporations that must keep pace with global competition, global supply and global delivery models."
Although much attention has been put on the way offshore projects can eliminate U.S. jobs, Gartner's report indicated that tech professionals should be more concerned with the growing automation of computer systems. "Utility computing will have (a) greater job impact than offshore outsourcing," the report said.
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