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.

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.

Now, assuming we’re talking about an inbound center, there are some of what I call the “classic” measurements. These will help capture the internal workings and productivity measurements of the centre such as:

* 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.