Call Center India - offshore Inbound Outbound call centers services in India

Outsourcing to Offshore Telemarketers: A Better Option for your business

2012-02-06T02:14:00.000-08:00

Outbound call centers are abounding in many parts of the globe. They help many business organizations worldwide for their marketing needs. Most of these call centers are being run by professional telemarketers that have amassed a substantial amount of knowledge and understanding about different verticals through training and experience. Still, one of the main questions of business owners is whether to outsource their telemarketing services to an inshore or offshore outbound call center.

Many have already outsourced their business’ sales services to an inshore outbound call center. However, the possibility and outcome of the sales campaign from these inshore telemarketing firms may be not as promising as outsourcing to offshore companies. There are many reasons why hiring the services of these professional telemarketers that are outside the jurisdiction of one’s locale or country is better than going for inshore telemarketing services.

Let us take a look at these reasons to gain a better understanding about this concept.

1. Offshore telemarketing firms provide complete experience and mastery over a certain business sector.

I highly recommend you evaluate this particular blog post really carefully, the challenge and the plans have several varieties. Most offshore telephone marketing firms provide telemarketing services to a worldwide clientele. This makes their knowledge, understanding, and experience to not be limited within their own city’s walls. Hence, these offshore telemarketers have already gained the necessary requirements and qualifications to know about their clientele’s targeted business sectors.

2. Offshore telemarketing services have great understanding about various lifestyles and cultures from different countries.

If a business wants to target other companies that aren’t within their country or city’s jurisdiction, these offshore telemarketing firms have the experience and knowledge of other cultural and economic standards. This provides businesses to gain that much needed competitive edge that enables them to expand their businesses worldwide.

3. Telemarketing firms that are outside one’s locale can continue its operations even when the business’ operations have stopped for the day.

Most offshore telemarketing firms have services that continue even at the dead of night. These firms are able to effectively target countries that are located from halfway around the world. So if one’s business has already stopped its operations for the day, these telephone marketing firms have ready and willing call center agents to pursue in getting quality business deals for their clientele.

4. Offshore telemarketing costs are far more inexpensive than inshore services.

Hiring the services of a telemarketing firm outside a certain business’ locale has been seen to have lesser costs compared to hiring within the city or country. There have already been many reports that overall costs of offshore telephone marketing companies are that of 25% lesser than most inshore telemarketing services in the US alone.

5. Many foreign telemarketing firms have multilingual support and a great mastery of the English language at the same time.

Since these telephone marketing companies are outside a country’s jurisdiction, most of these firms have multilingual support that will enable one’s business to target clients and prospects that are having trouble understanding the English language. In addition to knowing other languages, a normal prerequisite for these telemarketing firms is the mastery of the English language for their call center agent as it’s the most widely used language in the world.

These are but a few reasons why outsourcing to offshore telemarketing firms is better than searching for an inshore one. For a business to gain success and growth in a worldwide scale, outsourcing to these foreign firms is the best thing that they can do for their sales campaigns.

The Master Key to Outsource Inbound Call Center-Call Centers India

2012-01-30T22:52:00.000-08:00

Customer administration in diverse behaviors brings you long term partnership and healthy profits. In order to reach the extreme heights through effective advanced channels, you need a guardian that redirects your business to a stable position. And especially if your firm is looking for a string hold BPO services in India, then the answer is Call Centers India.

While customer support remains its leading offer, Call Centers India has been fascinating business establishments requiring order taking, inbound call center services and outbound call center services coupled with E-mail support, chat support, help desk, live answering services and technical support. The call center provider soon will be introducing customized price packages designed to suit the budget of each client across the globe.

Our professional lineup can fetch your business to a brand level. Let a fluent English speaker handle the public relations process with the creative team market your business. Experience the call center services with personalized solutions and attract the existing customers to your side. Technology is a pillar in the foundation of our ethical business that brings freshness and innovation in the style of our working with the customers. Our two-way and responsive approach to problem-solving of customers motivates innovative and effective solutions. Clients appreciate this approach since, it means we are listening to their needs and conveying their voice to the impending customers.

How our inbound call center services can help your firm to develop:

.More than a decade of experience in call center industry
.Internationally recognized inbound call center services
.Helpful to achieving sales target across the global market
.Experience and adept professionals
.Assuring about accurate outbound call center services
.Save up to 60% at inbound call center services cost

Call Centers India provides eminent BPO solutions in the areas of inbound calling, outbound calling, telemarketing, software development; Outsourcing Services for industries such as finance, insurance, retail, IT, communications, etc. Call Centers India has proficient experts for BPO and call center executives that ensure a quick and effective outsourcing project. Get to know more by visiting us at http://www.callcenterinindia.net

Call Center Outsourcing – Explaining the Optimistic Side

2012-01-20T00:01:00.000-08:00

Call center outsourcing is a very common phenomenon that is gaining an acclamation for initiating the importance of these customer service units into the mainstream business.
The importance is better explained with a special attention to the necessity of the businesses that needs a third-party to look after their hardcore competencies that are related to customer service and related matters.

As this trend is much considered as a business strategy, we can easily feel that this is an endless demand in the realm of customer service industry. BPO Services has gone much better and standards have been maintained with the sophisticated technology.
Here are some of the positive aspects that are considered to be very applicable in all the commercial establishments believing in customer orientation.

Time Miscellanies of BPO call centers: Outsourcing is suitably the best option when your business is spread across the globe and your clients are all bases in different time zones.

Customer assistance at all times can be easily delivered and it becomes easier for you to achieve the utmost faithfulness of your loyal customers if they are specially treated.
As the companies are all operating with twenty-four hour assistance, you can ensure that all the customer inquiries and order taking requests are efficiently handled.

Preparation is always the priority in BPO services:

The reputed BPO companies are all prepared to handle your project and makes sure that the targets are fulfilled as directed by the clients. Training is always on top and that is why you get the best results from the skilled supporter of your

Starting from recruiting to managing, training to delivery, and all the processes are extremely handled with a positive approach. This ensures that all the phase of micro managing, scheduling, etc. is the professional responsibilities of the outsourced contact center.

Direct Focus on Business development: The BPO entitled to handle the responsibilities of the business development guarantees business leads with their effective strategies that can lead to the faster growth and customer response.

The call centers have a great data base of the customers and they can easily approach a special community that might take a great importance in that specialized product or service.

Technology friendly: The industry dealing with the contact center can trust upon the standard of technology. Present day businesses are all technology friendly and it becomes very reliable for businesses firm to outsource their projects that are adhering to the best technologies.

Cally Parkar is associated with Call centers India. CCI encompasses the range of varied support services such as call center services, F&A Outsourcing, call center outsourcing services, email/chat support, research wings, outbound, BPO services, back office support, Software Development, IVR Services and Infrastructure Management solutions.

Customer Surveying Leads To Deliver Offshore Call Center Services

2012-01-12T04:26:00.000-08:00

Customer is the elementary asset of any business style. In order to gain an assertive command over the market condition and the behavior, it is very much essential that a conductive research or survey is initiated so that the future remains safe and controlled. With this witty approach, BPOs dealing with offshore call center services have proved to be better in their project delivery and gained better revenues in the long term.

An effective surveying allows the customers to explain their demands and how they want them exactly. The feedback of the customers can be used repeatedly for many purposes and could be even sold to the companies that have been dong similar research in the same subject.
To enhance a better surveying in the call center development process, various surveying tools have been empowered to accomplish many objectives. In addition, these tools, offshore chat supports to identify and retort immediately to issues raised by customers. This marks in an improved customer experience and diminishes operating expenses, by foiling a high volume of calls correlated to the identical problem. The client retention rate increases a lot more.
Some of the benefits of surveying for both inbound call center and outbound call center:

1. Accessibility of accurate alerts.
2. If an inbound call center is conducting a survey, they can report the management of unhappy customers, in real time. In addition, the management can improve their services and add better level of customer satisfaction.
3. Real-time signals afford notification to management when a money-making or high value customer has a delinquent.
4. Emergency can be predicted and businesses can tend to change their strategy to get into a normal state. An outbound call center can explore the roles played by the agents, broken processes or systems, in staffing, procedures and core services.
5. Communication of customer comment in true time can be easily guaranteed in an outbound call center.
6. Better training can be integrated for the call center agents. This will improve better results and bring lesser companies from the customers.
7. Company goals initiated by the offshore call center services will surely touch the sky.

2011-11-28T23:57:00.001-08:00

Outbound Contact Centers Outsourcing Growth in Asia http://ping.fm/if6In

2011-09-28T07:07:00.003-07:00

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2011-09-28T07:07:00.001-07:00

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Outsourcing Call Center Services

2011-09-12T05:29:00.000-07:00

Telemarketing outsourcing may be an altogether different venture to those companies which have been experiencing a cold calling from the very beginning. Moreover, selecting an outsourcing service provider can really be difficult at times. You require deciding whether you want to use any local service or a center based in US or to any other offshore call center. It’s solely on your own decision to step in or step out. However, this article aims to offer you few tips on how to select a outsourcing service provider and the services put on offer.

Few Tips on selecting the outsourcing vendor:

First of all, you require deciding upon the given experience of the team of management as offered by the business process outsourcing company. You should also go through the testimonials. Your next step will be to compare the pricing and that of the competitors as well. This can be the ideal way to make a decision of your own choice.

Tips on selecting the kinds of call center outsourcing services:

Once you choose a service provider that best fits your own business, you will have to think upon which business functions you would like to get outsourced. Below, you will be able to get few ideas of the ways that will help you to get started with the call center outsourcing.

Lead Generation:

The lead generation services form to be one of the smartest choices amongst given array of essential call centre outsourcing services. Hence, lead generation is a smart new step in carrying out business processes. Call centers will be hiring the telemarketers who will be helping your company to generate the new leads and thereby qualify to the existing data.

Many service providers will be typically charging on a per hour basis for the service delivered by the outbound agents. On the other hand, some of the providers will be offering the pricing via the pay for the performance model. This process will be allowing you to only pay for the generated leads. However, you have to be careful while selecting your outsourcing vendor. You need to be cautious about the companies that offer such pricing as most of them belong to the list of the less reputable ones.

Telemarketing Surveys

It may that you’re not ready to get the high end activities outsourced. Outsourcing telemarketing surveys will be a great way to start with outsourcing activities. A typical polling campaign or survey will be involving your own call center of choice thereby placing the outbound calls to the target market and the prospects in general. This process can bring about the maximum propensity for business success. Make sure that all your questions are not at all biased so as to the lead the recipients to answer in one way or the other.

Market Research:

It is market research that stands extremely significant to understand your customers and your business. You may even utilize your earlier telemarketing surveys or may coordinate an entirely new campaign to function in understanding with your project on market research.

To know more about BPO services and call center services you can log on to our website where you will get a wide array of necessary information on business process outsourcing and call center services.

Inbound Call Center Services help you retain your customers

2011-04-22T02:25:00.000-07:00

If you are keen to reduce customer support costs, using a call center can help you to maintain acceptable service levels at an affordable cost.

The International Customer Management Institute recently released the Self Service and Multichannel Contact Center Report. 79.5 per cent of the 400 plus respondents revealed that their customer care operations provided customers with self-service opportunities.

Whether you choose to do so or not, an Inbound call center help you retain your customers by providing them with timely service.

An inbound call center is one which only receives incoming calls. Let's take a look at the advantages of using its services-

* In case you receive customer calls after business hours, an inbound call center can help you address their queries. Whether they require technical support, or wish to place an order, they can be serviced by the call center executives at any time of the day or night.

* If you want to choose a more affordable option, you could consider an interactive voice response system. However, your customers may have to press many menu options before they reach an actual person. Some of them may find this process too time-consuming and hang up.

* You should know that you will have to pay more if you exceed a previously agreed upon volume of calls. Other cases in which an additional charge will be levied are if special services are provided or if the average talk time per call is more than the one mentioned in the contract.

* A service level agreement will help you to monitor the performance of inbound call center services. You can then decide whether you wish to modify or renew the contract with the company. Draft one which is specific, so that you know the response time your customers can expect.

* Choose a company which has competent technical personnel, who can handle your voice and non-voice technical support facilities. In case the company is based abroad, check that the employees have received training so that your customers can understand their accents.

* Compare quotes of a few inbound call centers before you make up your mind. However, also factor the company's reputation in your decision, so that you can be sure about the quality of service you customers will receive.

Inbound call center Services can free you from a mundane task, so that you can concentrate on other responsibilities. Hire experts in customer support, so that your customers have a positive service experience.

Providence BPO has over a hundred professionals to provide customized solutions for your needs, so that you can offer customer service round the clock!

Cally Parkar provides all the information about call center services and to know more about inbound and Outbound call centers he recommends to visit http://www.callcenterinindia.net

Inbound Outbound Customer Service Call Center – An Outlook

2011-03-09T03:51:00.000-08:00

Customer service call center is a way to effectively solve the problems incurred by clients/customer with their products and or services. Any company – whether big or small – should have a customer service call center to generate and assist customers with customer support and efficient services. A lot of businesses are taking advantage of offshore outsourcing services – this way; they can focus on their core business and cut down on overheads.

A lot of companies have actually streamlined their approach to partnering with offshore outsourcing services. Companies should first decide on their needs before they opt for a customer service call center. A lot of companies look for budget solutions to suit their needs -this way they can easily solve their customer's needs and also take care of their expenses. Technical problems are consistently arising after the product-sale and the business itself can justify the services.

It is no secret that companies are searching for low-cost customer service solutions to create a better customer services – thanks to offshore outsourcing services, this is possible.

Retaining customers is a must, and having a customer service call center is one way to do it. If companies fail to retain present customers, they will definitely suffer in the long run. Companies that are able to support their customers by taking advantage of offshore outsourcing services will win the hearts of their customers. Customer service call center might seem like a small activity but it can earn a huge applause and guarantee colossal returns. Customer service call center activities retain old customers and help build future customers/clients.

Customer service call center representatives have to be very smart, talented, genuine and highly skilled in handling difficult customers (every business has difficult customers). A couple of offshore outsourcing services hire employees that are not only great at helping out customers, but are also very great at handling cantankerous customers as well. Many offshore customer service call center solution also employ state of the art technology and sheer professionalism in order to create an environment that will meet the various demands of valued customers/clients. Another great quality of offshore customer services is their commitment of time and completion of tasks.

There are a variety of activities involved in a contact center service and all of these activities are dealt with equal efficiency through reputable offshore outsourcing services. As a matter of fact offshore call center outsourcing services have to work according to their client's specifications – but of course, small variations and modifications are allowed.

The various contact center services offered to doctors and lawyers are usually appointment fixing, query answering, registration, appoint reconfirmation etc. Your business does not have to be gigantic in order to take advantage of offshore outsourcing solutions.

Call Centers India has been in the call center outsourcing business for more than ten years and know the strategies of keeping customers happy. So take advantage of offshore outsourcing services and watch your business grow. The diversified activities offered by CCI include Inbound Outbound Call Center Services, media planning, merchant account setup, online advice and website development services, apart from services and support as an outsourcing and offshore call center.

Call Centers: Empowering Customer-Business Relationships

2011-02-18T02:27:00.000-08:00

Customers can create or ruin your business. They make your business by buying or choosing your services and ruin it by going to your competitor.

So true, isn't it?

In this competitive era, the significance of customers and their satisfaction Everybody is trying hard to woo his customers and to do this, they place special emphasis on customer satisfaction. They either go by an in-house set up customer care call center services or hire offshore contact centers out of which the latter option has been the most liked option.

Their knowledge, skills and infrastructure are meant to fulfill the expanding and broader range of business needs.

Call Center Customer Satisfaction of customers is okay, contactl centers work for their elation as they know that customer satisfaction and repetition is not only the very strong and powerful connection; it is mandatory that they recommend you to others as well. Your customers should be your brand ambassadors and promote your products as their own. By Call Center Outsourcing Services you bring in the in-depth market understanding united with emotional and truly productive relationship

Offshore call centers are known for their customer services given their special stress on quality, technology and user experience. Their services are structured for your business and take care of the demands of marketplace, customers and clients.

Their agents are well trained, educated and expert in communications. They know how to soothe a customer who is pretty annoyed with a service or how to get the facts right when he thinks that your company may be the worst one on the block.

The call centers serve as platform and communication channel between your business and customers. They are your representatives acting on your behalf and letting customers know that you are very much there, listening to them and doing what they want.

Discover an entire new way to save your costs and resources while expanding your business with Call Center Operations and Cally Parkar is in charge of development process there. An eminent name in Call Center Solutions and Outsource Outsource Call Center Services, you can be rest assured of high-quality world class customer care services.

India: providing extensive range of Inbound Outbound Call center service

2011-02-15T01:36:00.000-08:00

India: providing extensive range of Inbound Outbound Call center service

2010-12-30T04:04:00.001-08:00

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2010-12-20T06:49:00.001-08:00

Inbound Outbound Call Center Provider

Inbound Call Center - A Smart Way Of Doing Business

2010-12-20T06:01:00.000-08:00

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:

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.

Offshore Call Centers Vs In-House Call Centers

2010-11-19T01:43:00.000-08:00

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.

1) Cost: Offshore call centers are the greatest source of reducing the cost of business operations. Given the abundance of inexpensive manpower, technology inclined minds, and proficient skillful people, the contact center operations are half the rate of your chosen onshore BPO or in-built contact center set up.

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.

Call Center – Do You Know the Top Five Benefits of Outsourcing?

2010-11-01T04:21:00.000-07:00

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.

Call Center India - Leading Call Center Outsourcing Services Provider

2010-10-19T01:41:00.000-07:00

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.

2010-10-12T03:37:00.000-07:00

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

Five Ways to Know the Type of Call Center Services

2010-10-01T04:34:00.000-07:00

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.

1) Outbound and Inbound Call Centers

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.

Customer Relationship Management in Call Centers

2010-09-27T04:43:00.000-07:00

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.

Outsourcing Help Desk Support From India

2010-08-09T02:44:00.000-07:00

Outsourcing Help Desk Support From India

Customer Relationship Management in Call Centers

2010-07-27T00:53:00.000-07:00

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.

The Benefits of Outsourcing Your Outbound Call Center

2010-07-13T23:28:00.000-07:00

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.

If you want to save valuable time, effort and resources, then you may want to consider outsourcing your services to an outbound call center. It is just one of the many benefits that an outbound call center offers.

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.

What is call center marketing?

2010-07-09T02:37:00.000-07:00

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.

Cisco 7940 Basic Tutorial

2010-07-07T02:50:00.000-07:00

How can an Inbound Call Center enhance your Business?

2010-06-29T03:38:00.000-07:00

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.
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.

Outsourcing Call Center Successfully

2010-06-24T03:46:00.000-07:00

In spite of the continuous growth in the call center industry, selecting one is still not a decision that can be taken in a lighter mood. It is quite evident that companies seek to explore call center services as an alternative to generate sales and big ROI. In a few cases, outsourced customer care services become a mere necessity for companies trying to respond to the growing competition.

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.

Outbound Call Center Services: Help to Boost Your Sales

2010-05-27T05:29:00.000-07:00

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 best KPIs to use in your call centre

2010-05-14T03:02:00.000-07:00

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.

Use Call Center services to Your Advantage

2010-05-10T01:58:00.000-07:00

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.

IT Management | Network Management | Networkers Event | Cisco Live

2010-05-06T00:11:00.000-07:00

IT Management | Network Management | Networkers Event | Cisco Live

INBOUND CALL CENTRE SERVICES:

2010-04-29T23:04:00.000-07:00

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.

How to recruit the right call centre agent

2010-04-27T22:48:00.000-07:00

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.

Offshore Call Centers: The Best Value Of Your Money

2010-04-15T04:30:00.000-07:00

Offshore Call Centers: The Best Value Of Your Money

Business Articles - Offshore Back Office Support Solutions: Backing your Business - Amazines.com Article Search Engine

2010-04-13T04:39:00.000-07:00

Business Articles - Offshore Back Office Support Solutions: Backing your Business - Amazines.com Article Search Engine

How To Choose The Right Outsourcing Provider ?

2010-01-25T04:07:00.000-08:00

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.

Offshore outsourcing set for a big year

2010-01-04T02:56:00.000-08:00

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.

US firms shift call centre ops back home from India

2009-12-30T23:10:00.000-08:00

Two weeks ago, AGL Resources Inc., an Atlanta, US-based natural gas distribution company, decided to shift its call centre operations from India to the US. The centre was operated by India’s third largest information technology (IT) services company, Wipro Ltd.

Along with similar instances of Delta Airlines Inc., United Airlines Inc. and Chrysler Group Llc reported earlier in the year, this could raise a flag for Indian business process outsourcing (BPO) firms which earned nearly $15 billion (Rs69,450 crore today) from such back-office work in the year to March.

In April, Delta Airlines decided to pull out its call centre operations in India with Wipro and take it back to the US. In March, auto maker Chrysler decided to move its call centre operations from India to Michigan and Utah in the US. In February, United Airlines decided to shift its call centre operations from India to Chicago and Honolulu.

“Given the current state of the US economy, now is the right time to invest in our country and create new jobs,” noted Hank Linginfelter, executive vice-president, utility operations, at AGL Resources in response to an email from Mint.

AGL said that were no consumer satisfaction issues. “Wipro employees have provided excellent service to our customers, but we believe our company’s best long-term strategy for the future is to provide jobs here.”

AGL’s decision to establish its new centre in Georgia will create approximately 75 news jobs locally. The customer care centre, expected to be operational by 1 June, will be AGL’s second such centre in the US. A third one will be set up in New Jersey in December.

Interestingly, industry body Nasscom’s report, Perspectives 2020, identifies the US Midwest, which includes states such as Michigan, as a viable alternative to Indian companies as it offers a “low-cost, high-quality talent pool”.
This, according to Nasscom, is particularly true for “interaction-intensive” and “culturally sensitive” services, both of which apply to call centre operations.

AGL does acknowledge that by shifting it’s call centre operations to India in 2007 the company has achieved cost savings, which enabled it “to invest in the modernization and improvement of many customer service functions and activities”, according to Linginfelter.

United Airlines, when it shifted its operations from India, had hinted at customer satisfaction issues. “More sophisticated conversations with our guests are much better suited for us to handle instead of a third-party partner,” spokesperson Robin Urbanski was cited as saying by Bloomberg in a 10 February report.

United’s call centre operations in India had employed as many as 165 workers.

Indian outsourcing companies eyes Latin America

2009-12-02T01:46:00.000-08:00

The top Indian outsourcing companies are now exploring acquisition opportunities in the Latin American countries, as increasing number of customers are demanding near-shore delivery capabilities for physical proximity and ease in managing these relationship.Small service providers in Brazil, Argentina and Mexico like Globant, which has customers including Adidas, LinkedIn and Citi and around $100 million in revenues, is increasingly being approached by some Indian technology companies.

Even as we hire more locals, we continue to look at focused nearshore companies such as Globant for strategic alliances," said a top Executive of an Indian firm. He also requested anonymity because his company does not want to disclose its acquisition plans before they are materialized.

As customers like GE and Citi continue to send more IT work to India, some customers and vendors are discovering that near shore locations in Latin America are offering almost similar cost advantages for back end projects apart from better proximity.

The customers such as HNI, one of the biggest American office furniture manufacturers, recently chose a near shore partner in Brazil instead of an outsourcing vendor from India because it was not comfortable with the difference in time zone.

"While there is no doubt about Indian companies ability to serve customers across time zones, some customers still prefer to work with a vendor located nearer," said an Outsourcing Consultant familiar with HNIs decision.

For the Indian companies seeking to serve customers locally and from nearby locations, outsourcing companies in Brazil, Mexico and Argentina offer lucrative mergers and acquisition opportunities.

Resources
http://www.offshoringtimes.com

Outsourcing Call Center Business: offshoring the whole world

2009-11-05T23:21:00.000-08:00

India and Philippines have been racing with countries which provides employee leasing solutions. The abundant knowledge of Filipinos in the field of Information and Technology has grown rapid demands from foreign companies to lease staff on Philippine soil. With systematize strategies given by foreign minds mutual business relationships are formed with a clause to share business ideals which sends both associating bodies to enrich with the benefits of offshore staff leasing.

Manila isn't just the gateway to the Philippines, it is now a ground that comprises business ventures that generates millions of dollars which contributes to the Philippine economy's boost. Hundreds of companies have planted their piles on hiring Filipino manpower to make progress with their business infrastructures.

CCI-Call Centers, an International Call Centers India provide the best quality offshore call center services for Inbound, Outbound Call Center Services, Help Desk, Non Voice, Back Office, E-mail and Chat Support Services India.

Offshoring Call Center Business

2009-10-30T05:06:00.000-07:00

Online businesses established their websites all over the Internet. The main goal and the primary objective is to draw attention to potential clients with whom they can establish business ventures via offshoring.

Offshoring is on the line of outsourcing, as part of this business enterprise the provider engage negotiations wherein the client passes the responsibilities and all the resources to a potential offshore staffs. As things gets on the way of negotiations there are certain kinds of services that could withheld by the provider. Online businesses offers a lot of junctions when it comes to providing products and services. There are assertive enterprises which compels to the growth of web services that accumulates profits via the Internet.

Call Center Outsourcing

2009-10-13T02:30:00.000-07:00

When it comes time for a business to decide on a call center outsourcing provider it can trust, one key element in determining a provider’s ability to deliver successful services is their use of technology.

Examining the providers use of technology closely during the decision making process can uncover if the provider is employing the kinds of technologies and applications that are critical to deliver optimal customer experiences every time.

A recent Forrester report by analyst Elizabeth Herrell with Simon Yates and Lauren E. Nelson, “Twelve Criteria For Contact Center Outsourcers,” highlights this need and other major considerations when choosing a vendor.

Because call center outsourcing providers are extending their agents to represent the company, it is important to understand how the support these agents are receiving and their ability to deliver quality services.

According to the white paper, it is important to look for a number of applications that should be use to ensure top notch services. These applications range from those that support agent productivity, to improving workforce scheduling, computer telephony integration and other quality monitoring tools.

Other technologies to keep an eye out for include support for automated transactions, IVR and access to reports on the performance and quality of service being provided for the company.

Also a critical consideration for a call center outsourcing is security. When looking for a provider it is vital to ask question like what types of security protocols are being deployed, how is data access being protected and what types of security measures are required for agents.

Keeping these key factors in mind during the evaluation process can help companies to choose a provider that will not only meet their needs, but guarantee success into the future.

Outsourcing demand to pick up in H2: Nasscom

2009-09-25T04:27:00.000-07:00

Indian cities best for outsourcing, As per latest Survey by Nasscom.
New Delhi is the most attractive city in the world for companies looking to set up offshore back office operations thanks to its cheapness and a large pool of skilled labour, a new survey by a US-based consultancy says.

The next six slots in the league table produced by outsourcing consultancy neoIT are also filled by Indian cities -- Bangalore, Hyderabad, Mumbai ,Pune,Chennai and Kolkata.

"The labour pool remains a huge advantage in India -- you don't have to spend lots of money training people up," Sabyasachi Satyaprasad, a senior director at neoIT, told reporters in New Delhi.

Vietnam's Ho Chi Minh City is the most attractive non-Indian destination for off shoring jobs, followed by Manila, Shanghai and Moscow.

NeoIT, which has offices in India and the Philippines, used feedback from more than 60 of its clients to rank outsourcing destinations based on their infrastructure, costs, talent pool, language skills and other factors.

New Delhi edged above other Indian cities due to its relatively low cost of living and, by Indian standards, fairly good infrastructure.

BPOs eye global footprint to meet customer needs

2009-09-16T00:41:00.000-07:00

The Indian business process outsourcing industry is following in the footsteps of information technology service firms, increasing its global footprint as it eyes bigger and more complex work from clients.

The demand for global solutions is pushing Indian BPOs to grow aggressively into global centres, said a senior executive. For instance, in the past 18 months, WNS has expanded its presence in the Philippines, Romania, and now Latin America.

"All the important wins that we've talked about have a non-India component to them. This is very important from our perspective, as we talk about our global footprint, global strategy and global operations strategy," recently said Neeraj Bhargava, CEO of WNS.

Analysts believe the trend will only increase in the days ahead, as clients look for outsourcing partners that can support critical processes from multiple delivery centres.

"Gone are the days when you could deliver from just one geography. The multi-geography need is arising out of de-risking geography presence, need for specific skill and language capability. For instance, we have seen many clients prefer having a presence in the Philippines as a de facto to India," said Sabyasachi Satapathy, partner Tholons Advisory.

N V Tyagarajan (Tiger), COO of Genpact, believes that with global customers on board, Indian BPO players will have to expand their operations in other geographies.

He explains that if one is serving the Eastern European market, the service provider will have to be present in a country like Romania for language capabilities, "if you are serving the US financial sector, where English is the prevalent language then you can serve from India and the Philippines. Rather, clients are asking for work to shift to the Philippines, due to cultural affinity," added Tiger.

Genpact has centres in China, Guatemala, Hungary, India, Mexico, Morocco, the Netherlands, the Philippines, Poland, Romania, South Africa [ Images ], Spain and the US.

"We have seen customers from the really badly hit economies, i.e. the US and UK, asking if a certain work can be done onshore. Besides, as relationship with existing clients deepen and as we do more complex work, we need to have onshore presence," said Tiger. Genpact also has ramped up its US centre numbers, especially high-end work.

Satapathy adds that clients were earlier more concerned about cost reduction, but now its about domain knowledge and skills. "Take procurement BPO. Indian players have not been able to succeed in taking this to an offshoring model. The reason being lack of right capability and skill of delivering. Nowadays nearshore, onsite capabilities are as important as offshore," he added.

Anando Mukerji, CEO of Firstsource, feels not having a nearshore or onsite presence means on business opportunity. The company has close to 4,000 employees in the US.

Its biggest centre, in Buffalo, has close to 600 employees. "We are ramping our numbers in the US. This quarter, we will add 100 more in the US as demand for work increases. One of the reasons for this is customers asking for higher onshore presence due to the protectionist environment, but for us, it is also coming from business needs," said Mukerji.

However, Sudin Apte, senior analyst, Forrester, believes that while clients are asking for Indian-plus-one geography, India will continue to get the bulk of work.

"The trend is across segments like IT services and product engineering, as well as BPO. This is happening due to the political environment and the need for derisking; constantly working at different hours is impacting quality and language and cultural issues. But 70 to 80 per cent of work will continue to be delivered out of India," added Apte.

Why Outsourcing Services are Becoming Popular

2009-09-11T03:28:00.001-07:00

That would be worth mentioning that there are plenty of reasons as to why outsourcing services have become so very popular. However, if we were to identify the most prominent of those reasons, it would certainly include the ability of outsourcing service providers, especially those that are based in developing countries such as India, to achieve, sustain and deliver the requisite cost and efficiency benefits as per client demands. Competitive pressures have increased considerably in recent years and since reducing costs and improving efficiency makes it a lot easier to face up to the competition, outsourcing has become the preferred choice for businesses worldwide.

Apart from the benefits described above, there are other reasons as well that justify the ever-increasing popularity of business process outsourcing. Another good reason for the growing popularity is that offshore outsourcing services allow businesses to concentrate more on their core processes such as production, sales, business expansion, mergers & acquisitions etc. When businesses have enough time and resources required to optimize core processes, it becomes easier for them to achieve targeted organizational goals and objectives. This naturally allows them to build competencies, something that is a prerequisite for emerging a winner in today's highly competitive market. It is not surprising then to know that more-and-more businesses are now choosing offshore outsourcing in order to boost their business interests.

Since competition is anticipated to intensify in the near future, it would be correct to assume that demand for business outsourcing will increase as well. That bodes well for the outsourcing services industry, as far as its future is concerned.

How to make Call Center Outsourcing Businesses

2009-09-02T06:21:00.000-07:00

Contact center outsources can help to set your company apart from your competitors. With the right kind of call center outsourcing for small businesses you can reach your customers better with the outsource call center message you deliver and assist customers with an inbound call center that will bring them back to your business. Begin making the most of call center outsourcing by turning to a call center business to market your company.

Call center outsourcing companies can perform market surveys to find out you’re your customers want. Use a specialized outsource call center that has proven results with telemarketing efforts. Whether you use call center outsourcing providers fro marketing, as a help desk center or to direct client inquiries, make the most of call center outsourcing dollars with measurable results in a variety of ways.

1. Make sure you’re using the best call center operations

2. Hire an inbound call center to get you on track.

3. Measure the results of your call center
Action Steps
The best contacts and resources to help you get it done

Avoid waste with good information about call center outsourcing providers
Outbound call center management can take up a good chunk of your budget so you should make sure that you are putting your resources into call centers that work. Through client surveys, and ultimately through your sales figures, you should have a good handle on the most appropriate outbound call center management for your company.

Bring in call center operations to increase sales
After the surveys and plans are in place, the next step is to find the best place to put your calling requirements. An call center outsourcing for small businesses can help sort though all the choices as well as design your marketing pitches and recommend other lines of communication that could help increase your business profitability.

Measure call center business results
Keep track of the number of calls taken by the inbound call center and make sure you get reports of the disposition of those calls to ensure that you're getting your money's worth from the vendor. With the right kind of call center operations, you can be sure that your resources are being used in the best way.

Tips & Tactics Helpful advice for making the most of this Guide
Try a short-term contract with an outsourced call center if you're not sure the service can help your business. Look at the results before making along term commitment.

Outsourcing Services back in business

2009-08-27T22:51:00.000-07:00

The global outsourcing industry started showing signs of recovery in the second quarter ended June although many companies now prefer
captive operations to third-party outsourcing, shows a recent study.

Outsourcing transaction volumes increased 10% quarter-on-quarter even as third-party BPOs continued to struggle, according to the study by Everest Research Institute, an independent research and analysis organization.

“The paralysis of decision making which had almost crippled the industry late last year is now easing up. More and more pent-up transactions are being announced,” says Gaurav Gupta, principal and country head of Everest Group.

The quarter saw 27 new captive centers coming up around the world, against 21 in the first three months of the year. Nine new centers came up in India including those of Barclays, Boeing, Credit Suisse and Honeywell.

“Companies are being cautious. They are being more thoughtful and strategic as they go in for the captive strategy rather than expand into third party model in the current environment,” Mr Gupta said.

Nearshoring too continued to gain ground with 11 new centers announced in East Europe. Latin America also witnessed significant increase in market activity with eight new centers coming up.

According to the report, annual contract value (ACV) has also increased by 10% from the last quarter. Despite the downturn, BFSI vertical grew 26%. Some of the large deals in this sector are AXA Sun Life’s 15-year contract with Capita worth $805 million and National Bank Financial seven year contract with IBM worth $367 million.

Everest also cites recent geopolitical and macroeconomic events in Argentina and proposed amendments to the US tax code to pose potential medium-term risks and thus require monitoring.

Indian offshore call centers

2009-08-26T04:10:00.000-07:00

Offshore call centers are expected to continue growing, despite the fact that some companies are bringing their customer care services back home.

Last week, Lloyds TSB became the latest British company to decide to reduce its use of Indian call centers. But earlier this week, Barclaycard announced that it is moving more work to Mumbai, and Data monitor contact center outsourcing analyst Peter Ryan said it is shortsighted to predict the end of customer service outsourcing.

Investment in offshore markets will continue for some time, as companies attempt to capitalize on lower costs and high-quality client care, Ryan said, predicting that more industries "than ever before" will be looking to adopt outsourced customer services.

This year "will be one of the most challenging in contact center outsourcing's history," Ryan said.

Ryan said, however, that call center operations will have to invest in Web-chat, SMS and e-mail technologies if they want to attract new customers. They also must offer systems tailored to specific vertically integrated industries, he said.

Companies will be looking for suppliers that can satisfy demand from multiple contact channels rather than just voice, he added.

Data monitor predicts that outsources will start to focus on higher-value services--such as business-to-employee care and technical support--that are likely to lead to higher revenues and profits over the long term.

Inbound Call Center : Giving Customers strong Solutions

2009-07-28T04:07:00.000-07:00

Inbound call centers can be lifesavers. After all, when your phone's ringing off the hook, it's proof that business is finally booming. When you're too busy to answer, however, it's a sign that your business is buckling. Inbound call centers can help.

Designed to help you improve both customer service and relationship management, inbound call center solutions are an affordable, effective means for accommodating growth while satisfying customers. In fact, inbound call centers offer many benefits, and can make life easier for your business on several fronts. For starters:

1. Inbound call centers are ideal for taking and processing orders via phone.
2. Inbound call centers offer a fast and affordable solution to sudden surges in business.
3. Inbound call center software can double as an answering service.
4. Perfect for customer service, call centers are an excellent instrument for managing and improving customer relationships.
5. Outsourced call centers are an accessible option for companies that want to provide round-the-clock tech support.

Action Steps
The best contacts and resources to help you get it done

Assess your inbound call center needs

For smart management, inbound call center shopping begins with a needs analysis. Decide what inbound call centers can do for you -- order collection, customer service, tech support -- as well as how much volume you expect to throw their way, then proceed accordingly.

Compare outsourced call centers with inbound call center software

If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site call management; inbound call center software is an ideal do-it-yourself solution. If your call volume is high, however, and includes more complex customer interactions, outsourced call centers, which are vendor-driven, are a better option.

Research offshore outsourced call centers

While controversial, outsourced call centers in other countries are worth considering because they are cheaper by far than U.S.-based inbound call centers. You can minimize controversy and still take advantage of lower rates by employing inbound call centers closer to home, in Canada or the Caribbean, for example.

I recommend: There are outsourced call centers worldwide, including Call Centers in India; International Market Access, in the Caribbean; Asian Call Centres, in the Philippines; and TigerTel/UTR, in Canada.

Inbound 'call' centers? Try inbound 'contact' centers.

Focused increasingly on comprehensive customer service, call centers are turning more and more into generalized contact centers, answering inquiries made not only by phone, but also by e-mail, instant message and web chat.

I recommend: Popular vendors providing inbound call center software with wider contact center capabilities.

Find inbound call centers with the special services you need

Many inbound call centers offer unique services such as subject matter specialties and multilingual customer service reps, which can truly differentiate you with your customers.

I recommend: Look for inbound call centers via the American Teleservices Association; its member directory is searchable by company type, location and specialty.

Tips & Tactics

Helpful advice for making the most of this Guide

Keep in mind that inbound call centers are more than commodities; they're also instruments with which to brand and publicize your business. Because they're often companies' primary point of contact and customer service, call centers should be treated not as products, but as partners.

• Because most inbound call centers charge you based on usage, ask vendors to give you price quotes for an average month, a slow month and a busy month.

• While some inbound call centers offer shared agents, which handle calls for multiple companies, others offer dedicated agents that are assigned exclusively to your company. The former agents are more affordable, but the latter tend to produce more satisfied customers; know the difference and choose accordingly.

• If you're looking at inbound call center software, ask for a free trial. If you're looking at full-blooded outsourced call centers, ask to visit the call center in person and to listen in on live calls being answered for other customers.

• While many inbound call centers will offer to set up your customer service phone number for you, it's important to own your line. Acquire your own number, therefore, and have it assigned to your inbound call center.

• Because most service contracts with inbound call centers are binding for at least six months to a year, make sure yours includes pricing and terms that are clear and correct. What's more, make sure your vendor signs a service level agreement (SLA); not always standard, it guarantees short response times for your customers.

Offshore outsourcing Today

2009-07-21T04:44:00.000-07:00

Offshore outsourcing isn't as gratifying as it used to be, according to consulting firm.

Diamond Cluster International's annual study of information technology outsourcing found that the number of buyers satisfied with their "offshoring" providers has fallen from 79 percent to 62 percent. In addition, the number of buyers prematurely terminating an outsourcing relationship has doubled to 51 percent.

"The blame cannot be heaped solely on the shoulders of providers," DiamondCluster consultant Tom Weak land said in a statement. "Many buyers are now several years into at least one outsourcing relationship, but they still lack effective measures to gauge the success of their outsourcing initiatives, which are critical for knowing and getting what you want."

The report is based on surveys and in-depth discussions with 210 senior IT executives at "global 1000" companies and with 242 senior executives at outsourcing service providers in the United States, India and other countries. Research was conducted in late 2004 and early 2005.

Outsourcing refers to farming out tasks to a separate company. That company's operations might be in a lower-wage nation, which makes for so-called offshoring. IT head honchos are planning to push more of their tech tasks to low-wage countries, according to a Merrill Lynch survey earlier this year.

Business leaders defend offshoring as ultimately good for the U.S. economy and its workers. Critics of shipping high-wage work to lower-cost countries are concerned about job loss in the United States.

In the short run, at least, U.S. techies may be more the losers than gainers when it comes to offshore outsourcing of IT work. A report last year sponsored by the Information Technology Association of America trade group on offshore outsourcing of software and IT services indicated that sacrifices by U.S. IT workers would result in an improved U.S. economy overall.

Politicians have entered the fray. Recently, the House of Representatives passed "Buy American" legislation that would force the Department of Homeland Security to buy products mostly made in America.

According to the new Diamond Cluster report, worries about anti-outsourcing legislation and political pressure have waned, but 88 percent of buyers remain concerned about employee backlash.

The study also found increased interest in sending tech work to China. Forty percent of buyers expect to outsource some IT functions to China during the next three to five years compared with 8 percent last year, the report said.
During the course of a service engagement, the scope of the project, deliverable or even the agreed upon price may change. Make sure that you clearly communicate any schedule, scope or payment changes to your service provider and get confirmation from them - in writing - that they understand and agree to the changes. Similarly, keep a record of any agreement changes requested by the service provider and whether you accept or reject those modifications. Save copies of any email exchanges that you have

Offshore Telemarketing : Easy way to business communications

2009-07-13T06:58:00.001-07:00

Offshore Telemarketing : Easy way to business communications

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EMEA Call Center Outsourcing Growth Expected to Continue

2009-07-10T01:02:00.000-07:00

By positive economic movement in central and eastern Europe, the Europe, Middle East and Africa (EMEA), the call center outsourcing market is likely to grow at a steady pace. The vast majority of large, medium and small businesses in EMEA continue to seek cost reductions, focus on building core competencies and gain economies of scale through smart investments in outsourcing. New analysis from Frost & Sullivan, EMEA Contact Center Outsourcing Market, reveals that the market earned revenues of $11.20 billion in 2006 and estimates to reach $16 billion in 2012.

"While the UK outsourcing market is very mature and has almost reached saturation, there are significant opportunities in other European nations," says Frost & Sullivan Research Analyst Michael DeSalles. "The Netherlands along with Central and Eastern Europe hold tremendous promise for new outsourcing contracts, especially in financial services, communications and information technology."

There is a significant percentage of in-house (not outsourced) business in EMEA that represents a rich, viable opportunity for outsourcing providers to gain more wallet share. To some, it may be a surprise that contact center offshoring for EMEA is taking place in Northern Africa, particularly Egypt and Tunisia for French–speaking customer care. South Africa is fast becoming another important contact center destination for UK clients. Given the current status of contact center technology, distance is no impediment in the quest for less expensive call center destinations – often outside the European continent.

In this very complex and fragmented market, successful providers have come to grips with the fact that they must provide native-tongue, multilingual agent capabilities – often termed a 'pan-European' solution to attract and keep key clients.

"Not unlike the trend in North America, enterprises serving customers in EMEA look to enhance customer experience through high quality contact center interactions," explains DeSalles. "Customer retention activity is becoming more important with growth in outbound calling to expand company value and branding with existing customers and acquire new ones."

Increasingly, clients are looking for outsourcing service providers that offer comprehensive, globally expansive solution sets. This helps to mitigate operational (and political) risks without sacrificing quality or customer retention and satisfaction. From a technological perspective, the emergence of IP technology along with hosted contact center offerings, have been important drivers for EMEA outsourcing growth.

The EMEA Contact Center Outsourcing Market is part of the Contact Centers Growth Partnership Service, and it provides an overview of this customer care outsourcing sub-set. It includes a complete analysis of key market challenges, drivers, restraints and trends that are impacting market penetration and growth in the industry. In this research, Frost & Sullivan's expert analysis thoroughly outlines market size, market share by major providers, and pricing strategies. Interviews are available to the press.

Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics and demographics.

Inbound Call Centers for Customer Support Services : know your Needs

2009-07-06T21:52:00.000-07:00

Inbound Telemarketing Services able to communicate more effectively with service providers about your inbound call center needs, truly getting what you want.

In order to find out more about inbound call centers for customer service and support, please visit our helpful buyer’s guide to inbound call centers. It can help you answer important questions like “What should I look for in an inbound call center?” and more.

Inbound call centers are business centers dedicated to assisting companies with inbound customer service and support calls. There are a wide variety of inbound call centers available, including those with bilingual customer service representatives, 24 hour capabilities, and both dedicated and diverse customer service representatives at your service. Inbound call centers employ service and support experts whose specialty is to best serve you through excellent service to your customers.

Inbound Call Center : Giving Customers strong Solutions

2009-07-06T05:13:00.000-07:00

Inbound call centers can be lifesavers. After all, when your phone's ringing off the hook, it's proof that business is finally booming. When you're too busy to answer, however, it's a sign that your business is buckling. Inbound call centers can help.

Designed to help you improve both customer service and relationship management, inbound call center solutions are an affordable, effective means for accommodating growth while satisfying customers. In fact, inbound call centers offer many benefits, and can make life easier for your business on several fronts.

1. Inbound call centers are ideal for taking and processing orders via phone.
2. Inbound call centers offer a fast and affordable solution to sudden surges in business.
3. Inbound call center software can double as an answering service.
4. Perfect for customer service, call centers are an excellent instrument for managing and improving customer relationships.
5. Outsourced call centers are an accessible option for companies that want to provide round-the-clock tech support.

Action Steps
The best contacts and resources to help you get it done

Assess your inbound call center needs

For smart management, inbound call center shopping begins with a needs analysis. Decide what inbound call centers can do for you -- order collection,

customer service, tech support -- as well as how much volume you expect to throw their way, then proceed accordingly.

Compare outsourced call centers with inbound call center software

If your inbound call volume is low, and consists mostly of informational inquiries, consider on-site call management; inbound call center software is an

ideal do-it-yourself solution. If your call volume is high, however, and includes more complex customer interactions, outsourced call centers, which are vendor-driven, are a better option.

Research offshore outsourced call centers

While controversial, outsourced call centers in other countries are worth considering because they are cheaper by far than U.S.-based inbound call centers.

You can minimize controversy and still take advantage of lower rates by employing inbound call centers closer to home, in Canada or the Caribbean, for example.

I recommend: There are outsourced call centers worldwide, including Call Centers in India; International Market Access, in the Caribbean; Asian Call Centres, in the Philippines; and TigerTel/UTR, in Canada.

Inbound 'call' centers? Try inbound 'contact' centers

Focused increasingly on comprehensive customer service, call centers are turning more and more into generalized contact centers, answering inquiries made not only by phone, but also by e-mail, instant message and web chat.

I recommend: Popular vendors providing inbound call center software with wider contact center capabilities include Avaya, Nortel and Genesys.

Find inbound call centers with the special services you need

Many inbound call centers offer unique services such as subject matter specialties and multilingual customer service reps, which can truly differentiate you with your customers.

I recommend: Look for inbound call centers via the American Teleservices Association; its member directory is searchable by company type, location and specialty.

Tips & Tactics

Helpful advice for making the most of this Guide

Keep in mind that inbound call centers are more than commodities; they're also instruments with which to brand and publicize your business. Because they're

often companies' primary point of contact and customer service, call centers should be treated not as products, but as partners.
• Because most inbound call centers charge you based on usage, ask vendors to give you price quotes for an average month, a slow month and a busy month.

• While some inbound call centers offer shared agents, which handle calls for multiple companies, others offer dedicated agents that are assigned

exclusively to your company. The former agents are more affordable, but the latter tend to produce more satisfied customers; know the difference and choose

accordingly.

• If you're looking at inbound call center software, ask for a free trial. If you're looking at full-blooded outsourced call centers, ask to visit the

call center in person and to listen in on live calls being answered for other customers.

• While many inbound call centers will offer to set up your customer service phone number for you, it's important to own your line. Acquire your own

number, therefore, and have it assigned to your inbound call center.

• Because most service contracts with inbound call centers are binding for at least six months to a year, make sure yours includes pricing and terms

that are clear and correct. What's more, make sure your vendor signs a service level agreement (SLA); not always standard, it guarantees short response times for your customers.

Call Center Outsourcing News and Trends

2009-07-03T02:51:00.000-07:00

Contact center outsources are a growing piece of the business landscape for many industries. A call center business can be a profitable enterprise that serves the needs of business with customer service, help desk and telemarketing activities. As more call center outsourcing for small businesses open up opportunities, you should keep an eye on the call center outsourcing news and trends to remain competitive.

Information about outsource call center opportunities are available if you take the time to look for it. Whether you need the services of an outsourcing call center, or run one of the many call center outsourcing companies, you need to stay on top of emerging technology and other resources that can add to your profitability. Follow call center outsourcing news and trends in a number of ways.

1. Follow trends in call center outsourcing for businesses

2. Subscribe to call center publications

3. Meet with industry experts to get the latest outbound call center management information

Action Steps
The best contacts and resources to help you get it done

Find the latest inbound call center trends

As call center outsourcing providers learn more about the needs of their clients and what businesses are willing to outsource, they are becoming savvier about where to place calls to reach your audience. B2B contact center outsourcers are a growing business trend that you should consider suing if you haven't yet.

Stay on top of call center outsourcing providers

While you need to spend time watching the industry trends and the latest emerging technology that is affecting the industry, you should find the best publications that address your specific needs. Find niche publications that can narrow your focus and regularly feed you with the important news that you need so have each day.

Get to know call center operations professionals

A good networking group can be your best source of call center outsourcing news and trends. By getting involved in industry trade groups and associations you can be on the front lines of new information and find out what's going on in the industry from those who are most active in it.

Tips & Tactics
Helpful advice for making the most of this Guide

Request each of your employees to join a call center business trade group so that your company is well represented at all events and you don't miss out on any break news and trends.
Compiled from business.com

Profitable Customer Relationships through off shoring call Center Services

2009-07-02T03:29:00.000-07:00

The fundamentals that will help your organization achieve greater success

If you’re still trying to sort out what customer relationship management really means, you're not alone. The term has been so hyped and so broadly interpreted that it remains a source of confusion. And once codified as a popular business movement, terms tend rise and fall with the trends of the day.

But it’s important to remember that building profitable customer relationships will never go out of style. From the days of the corner store in centuries past, to the global enterprises of the future, the following 12 principles will remain the backbone of building a successful business. Each is both compelling on its own and intertwined with the others — there is no question, though, that customer relationship management as an integrated whole is greater than the sum of these parts.

1. Continuously Learn About Your Customers. This is the first principle of managing customer relationships because it is the most fundamental. From this everything else follows. When you know your customers, you can make sound business decisions about how to develop your relationships with them. Collect and analyze information about your customers to get to know them well. Maintain your knowledge in customer profiles that are available to all who need them. But don’t stop there. Apply everything you know to building a customer valuation model. Knowing the value of customer relationships is essential for managing them wisely.

2. Handle Different Customers Differently. This idea has been repeated so many times that it’s practically taken for granted now. But the power of this principle lies in the potential for optimizing the value of each customer relationship through differential treatment. Based on customer segmentation, call centers can provide user-appropriate Web and interactive voice response (IVR) interfaces, routing routines, service levels and content. It is important, however, not to differentiate simply because technology exists that can do so. Segment customers sensibly. There are hidden costs to differentiation that must be weighed against the increased value that personalization can be expected to produce. Effective strategy ultimately seeks to optimize the value and "wallet share" of each customer segment.

3. Anticipate Customer Needs. Building strong customer relationships positively alters the selling process in many ways. Knowledge of your customers presents new opportunities for making the right offer to the right person at the right time. Analysis of customer profiles, especially using powerful analytics tools, can provide insight about who buys what from you when. Contact management systems can detect cross-sell and upsell opportunities and act upon them by presenting suggestions to agents during service calls, dynamically responding to customer input or automatically presenting customized offers in Web pages and IVR systems. Even government and nonprofit organizations can use these principles to better fulfill their charters and anticipate the needs of their constituents.

4. Interact With Customers. Desirable relationships are not one-way. Relationships result from interaction. Knowing your customers is just the first step. Use that knowledge to deepen relationships with customers whenever you interact with them. No matter how sophisticated the technology that organizations and customers use to communicate, your customers are people and people appreciate being recognized, listened to and understood. Letting your customers know that you care enough about them to get to know them is an important part of managing the customer relationship.

5. Focus on Revenue and Retention. Unlike many other management initiatives, building strong customer relationships is not first and foremost about cost savings — although that will often be the end result. Instead, the emphasis is to increase the revenue received from current customers and heighten the retention rate of valuable customers. A renewed focus on customer relationships can require so many organizationwide process changes that operational cost savings may well be realized, but in other ways. Talk time on customer calls may increase as agents make the most of each opportunity — it takes time to service customers well, to listen to them, to collect information about them and to upsell and cross-sell to them. But these steps can pay off in multiples. The return on investment for building customer relationships should not be expected from short term operational cost savings.

6. Increase Value for Your Customers and the Organization. The bottom-line reason for building customer relationships is to increase value both for customers and the organization. There are many ways to deliver increased value, including being “easy to do business with,” creating efficiencies for your customers and making timely offers of products or services that perceptively address customer needs. Similarly, there are many ways to increase the value of your customer relationships, and the most fundamental of these appear in this list of key principles. When executed properly, building customer relationships is a “win-win” for all parties.

7. Present a Single Face Across Channels. One of the ways to create value for your customers is to simplify the ways that they deal with your organization. Take a holistic view of your customers and consolidate information from across the organization, regardless of geography, department, function or product line. When you have a complete picture of each customer’s relationship, you can design customer interaction processes from the customer’s perspective, thus increasing value and letting customers know that you know them.

8. Enable Information Sharing and Interaction Across the Organization. Building customer relationships requires all parts of an organization, not just the call center. It is both a requirement and a benefit that organizations improve their internal communication processes. The only way to develop a comprehensive view of each customer’s relationship with the organization is with the full participation of every part of the organization. This requires strong support from top management and across the board. As the central point of contact with customers, the call center has a vested interest in driving the development of organizationwide interaction processes.

9. Create Business Rules to Drive Decisions. Business rules codify and automate processes, specifying what should happen in specific situations, thus enabling both differentiated customer treatment and automation. Developing organizationwide business rules is a monumental task, and how well it is done directly affects your success in building customer relationships. Business rules define the ways that the strategy is executed.

10. Empower Employees with Information and Training. Capable desktop tools may be the most visible technological feature of customer relationship applications. Just as the cockpit of an airplane displays all the information a pilot needs to fly in any condition, the contact management screen should pull together cleanly and clearly all that the organization knows about its relationship with that customer. Furthermore, business rules should dynamically change that screen to support and guide the agent in optimizing the customer relationship. Empowerment is a key principle, however, because no set of business rules can or should fully anticipate every conceivable situation: Agents need training, information and support offered by business rules so that they can make good decisions that are consistent with the organization’s strategy.

11. Retain the Right Customers. One of the truisms associated with customer relationship management is that it is cheaper to retain a customer than to acquire a new one, but that idea can be taken a step further. In order to maximize value, organizations should focus on retaining valuable customers, not necessarily all customers. Be warned, however, that misapplication of this principle can be dangerous. Mistreating “low value” customers, even if you are losing money on them, is hard to justify in the court of public opinion (which is where your future high-value customers are sitting).

12. Remember That Cultivating Customer Relationships is a Way of Doing Business. These efforts go beyond tools, techniques or programs. Building customer relationships is about the way you do business. It requires participation and hard work by people throughout the organization, and if done right, the work never ends. Results from these efforts should be fed back into the process to continuously refine business rules, marketing efforts and information systems. True optimization has no finish line — it’s an ongoing mission.

Source : cmsight.com

Offshoring threat downplayed for U.K. call centers

2009-06-24T03:42:00.000-07:00

The U.K. call center industry is still set to see strong growth over the next few years, despite hype about the impact of offshoring, according to new research.

A report by analyst firm ContactBabel predicts a gain of more than 150,000 jobs over the next three years, bringing the total U.K. call center work force to more than 1 million--though that does represent a drop in the growth rate of recent years. U.K. call centers currently employ 850,000 people.

The growth, however, will not be across all sectors. Offshoring -the shipping of jobs overseas--will hit the finance, telecommunications and utilities sectors, where there will actually be a decline, with a net loss of 5,000 jobs. But contact centers in IT, retail, outsourcing and the public sector are set for strong growth, according to the report.

Steve Morell, principal analyst at ContactBabel, said in the report: "In the long term, offshoring will become an accepted part of the customer service mix for some businesses, especially those with many thousands of contact center workers. The most likely scenario is that most companies will keep the majority of their contact center work within the U.K."
CNET News

Why Outsource Call Center Services to India

2009-06-09T01:58:00.000-07:00

Recent market analysis indicate that outsourcing is increasingly becoming the option of preference worldwide . Although in house Call Centers represent the majority of Call Center is the most common option today. Outsourced service provider may facilitate anything from a single project to an entire operation for a client and in turn provide services to that client's end-customers. Market analysis shows that the one year growth is almost 25% for outsource solutions vs. 5% for in-house solutions over the next five years.

Offshoring brings substantial benefits to the global economy and the lion's share will likely go to the US economy, research by McKinsey Global Institute. "Off shoring creates wealth for US companies and consumers and therefore for the US as a whole," it adds. Of the $1.12 to $1.14 value potential to the US from $1 of spend off-shored to India, 58 cents comes from savings accrued to US investors and customers and 5 cents from import of US goods and services by providers in India. "Economic Times edition- September 11, 2003".

Tremendous Potential

In today's highly competitive world, companies are looking to outsource much of the work that needs to be done, but have little success with it. Global companies such as Dell and British Airways have found out that India, with its inherent strengths, has a strategic advantage while setting up Call Centers. Successful companies like GE and Amex saw the tremendous opportunity in India due to its vast technological base and have set up their own call centers to handle customer requests.

Well educated Professionals

India has a large pool of student population with very excellent English speaking and communication skills. With thousands of universities where English is the first language, India can never be short of an English speaking population. The entire world is aware of the fact that India has produced the maximum number of software professionals. Therefore, recruiting highly skilled professionals for a Call Center can be very easily done in India.

Low Attrition Rates

A Contact Center job is a long term approach for agents in India, unlike the United States, where a Contact Center job is often perceived as a part time job, done to fill in the gaps of employment opportunities. Therefore, the attrition rates in India are much lower than the United States. This helps Indian call centers to invest all their resources in the agents, as they are confident of low labor turnover. This also saves time and resources on training new recruits, which in turn allows the Centers to focus on improving client processes.

Excellent Quality and Service at Low Price

Due to the cheap and highly skilled labor, it turns out to be very reasonable to outsource Call Center operations and back office processing to India. The average price of a Contact Center agent in United States is almost $ 2000 where as that of an agent from India is just over $200. Therefore, the cost savings account to almost 40% of the costs incurred otherwise. Highly liberal Government policies on Call Center operations The government has declared a tax holiday for Call Center Companies.

BPO Industry in India

2009-04-21T23:39:00.000-07:00

"At a time when the US economy is reeling under the financial crisis, the domestic market needs a well-managed approach to overcome global economy havoc. The situation is not so gloomy, although ICICI, the largest private bank in India, has suffered losses"

EMPLOYER REGISTRATION LINK

India is one the major markets for large overseas companies and lucrative outsourcing destination. According to NASSCOM chief- Som Mittal., IT and ITES services are growing at a faster rate and are poised to generate nearly $ 60 billion in revenue by 2010. With the global financial turmoil, India is expected to benefit from its BPO and IT/ITES offshoring services.

Kamal Nath, Commerce and Industry Minister, while participating in the India-EU Business Summit was quoted as saying that short and medium term fundamentals of the Indian economy were sound, the country could not remain insulated in the long term from such a crisis.

The Indian BPO industry is poised to grow nearly five-fold to $ 50 billion by 2012, a study by India’s National Association of Software and Services Companies (Nasscom) and consulting organization Everest Group said. The Indian BPO industry employs about 700,000 people across 25 countries and accounts for about 40 % of the total global BPO offshore market. The industry aims to provide direct employment to over 2 million people in next five years in India alone.

However, according to IMF sources, India holds a good share in the global offshore IT and ITES (IT-enabled services) market, of which around 60 % comes from IT and 40 % from ITES. They, together contributes to about 5% of India’s GDP. The industry is poised to fare better in revenue, if industry insiders are to be believed. India’s Union Budget 2008-09 focuses on improving infrastructure and encouraging all sources of investment, in order to achieve growth in the Eleventh Five-Year Plan (2007-2012).

“Taking the ongoing economical crisis in US into account, the scenario is painful for a shorter term but it’s an opportunity for the country like India as more companies may outsource business in an effort to cut operational cost,” said Pavan Vaish, CEO of IBM-Daksh Global Services. “A lot of will come out of it in off-shoring business in future,” added Vaish.

Praveen Senger, head (software and services industry vertical research) of IDC India, talked about the future of the BPO Industry. He said that with a CAGR of 43% as compared to 25% of IT outsourcing, the BPO outsourcing shall surpass it in 2012. K. V. Subramaniam CFO of Oracle Financial Services said that outsourcing is not an option but a necessity for any business. So despite the small hiccups, like the current financial crisis, outsourcing industry will only grow stronger.

India has held top position for three consecutive years since 2005 as one of the most attractive markets for retailers worldwide in the annual A.T. Kearney Global Retail Development Index (GRDI). If the market analysis, irrespective of current US economy, goes true then the retail sector is expected to grow from $330 billion to nearly $450 billion by 2010 and $630 billion by 2015.

“Success and failures are the great teachers. Having a good product or service is not necessary, the core value lies in innovation”, feels Navyug Mohnot, CEO and founder, QAI, India. “Customer-centric and long-term strategy, as well as innovation and differentiation is needed in order to retain market, he said.

Source: http://www.brightemps.com/news/3/

Outbound Call Center - The Perfect Solution for Your Business Outsourcing

2009-03-16T23:35:00.000-07:00

Call Center India is one of the best Washington based offshore call center which provides outsourcing call center services including Voice based - Inbound/Outbound call center services, Non voice services - chat,email and sms chat support and back office support- data entry,document management,mystery shopping,qualitative analysis and building database.

The company offers advanced services with Cisco IP networks and ability to call and receive calls from over 30 countries. Call Center India uses distinct metrics to measure agent success, such as daily agent feedback, talk time, average time to answer, hold times, wait time, wrap times, defined escalation procedures and specified account manager.

We have a experienced professionals and world’s largest pool of college educated workers team that ensures quality delivery at each and every stage of our process. We also leverage on our software development team that provides all the required tools to increase productivity and experts to handle outbound and inbound calls exclusively.

Quality of service is the “core strength” for call center India. Being less expensive is just one of the benefits you get by allowing us the opportunity to serve you.

Gartner report: Indian BPO industry’s revenue to increase two-fold by 2010-end

According to a recent report by the information technology research and advisory firm Gartner, the economic downturn and protectionist measures of western countries notwithstanding, the market share of the business process outsourcing (BPO) industry will likely increase two-fold over the next couple of years.

The report said that Indian vendors in the BPO sector would experience growth, owing to factors like dependable service delivery, sustained acquisitions of Europe and North America-based shared service centers, as well as revenue growth from continental Europe by way of partnerships.

The 2008 revenue figures are expected to double by 2010 - last year, the foremost 20 India-centric BPO service providers managed $4 billion revenue, which was 5 percent of the $80-billion revenue figures of the leading 150 BPO companies of the world. As per Gartner study, the market share of India's cost-effective BPO industry would rise to 10 percent by the end of 2010. Along with having the cost advantage, the Indian BPO industry also attracts corporates because of the fairly simple regulatory norms.

Arup Roy, senior research analyst at Gartner, said: "Indian BPO providers are swiftly evolving to balance exposure to vertical industries, currency and legislation issues. Their strategies include investing in onshore and nearshore delivery, and pioneering new area of analytics services or knowledge process outsourcing (KPO), where Indian BPO players are shining!"

Source: http://www.topnews.in/gartner-report-indian-bpo-industry-s-revenue-increase-twofold-2010end-2154290

India BPO Industry to Grow

"At a time when the US economy is reeling under the financial crisis, the domestic market needs a well-managed approach to overcome global economy havoc. The situation is not so gloomy, although ICICI, the largest private bank in India, has suffered losses"

EMPLOYER REGISTRATION LINK

India is one the major markets for large overseas companies and lucrative outsourcing destination. According to NASSCOM chief- Som Mittal., IT and ITES services are growing at a faster rate and are poised to generate nearly $ 60 billion in revenue by 2010. With the global financial turmoil, India is expected to benefit from its BPO and IT/ITES offshoring services.

Kamal Nath, Commerce and Industry Minister, while participating in the India-EU Business Summit was quoted as saying that short and medium term fundamentals of the Indian economy were sound, the country could not remain insulated in the long term from such a crisis.

The Indian BPO industry is poised to grow nearly five-fold to $ 50 billion by 2012, a study by India’s National Association of Software and Services Companies (Nasscom) and consulting organization Everest Group said. The Indian BPO industry employs about 700,000 people across 25 countries and accounts for about 40 % of the total global BPO offshore market. The industry aims to provide direct employment to over 2 million people in next five years in India alone.

However, according to IMF sources, India holds a good share in the global offshore IT and ITES (IT-enabled services) market, of which around 60 % comes from IT and 40 % from ITES. They, together contributes to about 5% of India’s GDP. The industry is poised to fare better in revenue, if industry insiders are to be believed. India’s Union Budget 2008-09 focuses on improving infrastructure and encouraging all sources of investment, in order to achieve growth in the Eleventh Five-Year Plan (2007-2012).

“Taking the ongoing economical crisis in US into account, the scenario is painful for a shorter term but it’s an opportunity for the country like India as more companies may outsource business in an effort to cut operational cost,” said Pavan Vaish, CEO of IBM-Daksh Global Services. “A lot of will come out of it in off-shoring business in future,” added Vaish.

Praveen Senger, head (software and services industry vertical research) of IDC India, talked about the future of the BPO Industry. He said that with a CAGR of 43% as compared to 25% of IT outsourcing, the BPO outsourcing shall surpass it in 2012. K. V. Subramaniam CFO of Oracle Financial Services said that outsourcing is not an option but a necessity for any business. So despite the small hiccups, like the current financial crisis, outsourcing industry will only grow stronger.

India has held top position for three consecutive years since 2005 as one of the most attractive markets for retailers worldwide in the annual A.T. Kearney Global Retail Development Index (GRDI). If the market analysis, irrespective of current US economy, goes true then the retail sector is expected to grow from $330 billion to nearly $450 billion by 2010 and $630 billion by 2015.

“Success and failures are the great teachers. Having a good product or service is not necessary, the core value lies in innovation”, feels Navyug Mohnot, CEO and founder, QAI, India. “Customer-centric and long-term strategy, as well as innovation and differentiation is needed in order to retain market, he said.

Source: http://www.brightemps.com/news/3/