Contact Centers & Your Company

Without strong contact centers, most businesses would be entirely blind to their customers’ needs. Contact centers are an absolute must-have in the brick and mortar web 2.0 world of today, and their prevalent need expands greatly beyond just that. Rather, contact centers are an incremental part of any business that interacts frequently – and on a personal basis – with customers and or clients. When you choose contact centers to represent the face, image and brand of your entity, only the very best will do. Let’s explore this realm of contact centers and outline what you should demand from the very best, and just what services they provide—so you can choose the best contact centers services provider for your needs.

Services That Contact Centers Offer & What to Demand From the Best
Think of contact centers as your main hub that connects your customers to your brand and image. The best contact centers offering the following desirable amenities:-

•    Expertly trained representatives that can interact in fluent English with customers and ensure that their needs are attended to.
•    Reps that can work to resolve any customer issues and increase customer retention and loyalty.
•    Technical support contact centers are very common for most products and services these days.
•    Web, chat and email support are essential tools for contact centers to offer during the present age.
•    Reps must be provided with the appropriate tools, as well as security protocols to best safeguard customers’ private information, as well as resolve their issues and provide service and support in a timely manner.
•    The best contact centers have a very low average wait time and a very short resolution time for customers.
•    Premium contact centers do not use deceptive billing practices, such as the dreaded round-off billing, and they offer flexible billing plans, too.

How to Know You Are Getting the Best Contact Centers Services
There are some rather easy ways to identify if you are getting the best contact centers services provider. Here’s a few good questions to ask: Can you listen to the reps’ voices on a recording so you know what your customers are hearing? Do the contact centers use state-of-the-art software, phone lines and equipment as well as security measures? Has the contact centers managed major campaigns before? Does the contact centers have onshore domestic reps that report daily to you? Will they provide quality assurance reports, and do they have a disaster backup plan? The best contact centers will have answers to all of these questions! And if they don’t … then it’s wise look elsewhere.

In which industry Employees’ are interested?

The world is transforming through an era that is dependent on an income source that gives a satisfaction in the job profile and the mental happiness. As the IT has changed the overview of the employment scene, the call centers have become one of the favorite options for the present generation to establish a secure career and maintain a status in magnitudes of customer orientation process. Call Center India is one the organizations where thousands of employees have excelled and show a perfection in rejuvenating the employment opportunity. IN reality call center has been regarded as an employer that has included a major section of the educated people under its umbrella and providing them with a podium to deliver excellence within short time.

Officially recognized as BPO industry or simply a call center, most of the world knows it also by customer care industry. Of course this is a fact, but the hidden industry within this bracket is totally marvelous and career oriented. Except from Business Processing Outsourcing, present day contact centers are also associated in delivering numerous services such as:

>Chat and Email Support
>Programming & IT Services
>Business Consulting
>IT Consulting
>Infrastructure Management
>Software Development.

With all these service you can merely imagine how dedicated the industry has become and where would it reach in the next decades. Experiencing shocking growth in couple of years, the call centers have been working as a great magnet that is attracting a major part of the global community to try their fortune in a career that has a charm in personality and monetary growth.

The CEO of Call Centers India exclaimed in a recent press release that the company been experiencing great revenue earning from numerous sectors that desperately needs customer care support and IT support for their customers 24×7. He also said that the firm focuses on business decorum and business ethics, having them understand that they are never ready to compromise with their duty in any market condition. Whether it is Christmas or Good Friday, the employees at CCI are prepared to deliver their commitment round the clock without missing a single call from the customers.

Therefore, CCI emphasize on hiring their staffs on daily basis and help the industries that require a lot of manpower to give a helping hand at any geographical location and time zone. This has not only increased the opportunity level for the aspiring youth but also for the people who want to excel in the mainstream IT.

Call Center India is an end to end CISCO powered company that utilizes 100 percent IP based network and CISCO technology platform. We work with individuals and entrepreneurs interested in balancing marketing costs while developing novice business prospects and partnerships through networking. The philosophy we follow is simple: We offer our efforts for personalized and professional clients to reach their targets with messages that have a business sense.

Explaining the Cultural Transformations of Service Industry

The outsourcing industry is regarded as one of the highest earning sectors that build the economy of that respective country to better heights. Thought it is a great success in the economic history the presence of cultural differences has stepped as an obstacle for the KPO industries to perform better. Numerous debates and discussion have ben continues till this date about the remedies that can solve these integral factors.

Today, BPO and KPO services are outsourced across the globe that can exhibit the communication skills along with the skills. As outsourcing can be possible in any geographical area, it can never be assumed that the cultural similarities will be same. The way of speaking, human knowledge, working outlines, beliefs, values and practices will be definitely different from others. All these variations in the cultural of that nation can bring some complexities while undertaking any foreign project. In addition, the organizational procedures and normal interactive patterns also differ from various countries.

If we take the example of U.S, we notice that the developed countries follow an informal work culture and an arrogant style of communication. A KPO service provider working in that country can easily understand the daily aspects, but what if the work has to be done by an Indian KPO? For Indians, communication is all about respecting a culture and would definitely follow a custom that is full of etiquettes. One more important aspect is the amalgamation of the professional and personal life in the work habit. This is a major problem that affects the outsourcing industries related to KPO services.

So, how can we eliminate these cultural barriers?

Solving of the cultural differences can be solved by two ways simply by stopping these cultural barriers to enter the industries dealing with outsourcing projects. The promotional initiatives of the companies should integrate some special training programs through which the staffs of a third party can be explained about the culture of that nation for whom they are working. Allow the manpower to practice the human behavior with the help of interactive sessions organized to achieve this purpose. It is advisable for the outsourcing industries to keep sidewise your judgments and prejudices. Only after that you can attempt to admit the offerings of the other culture. You have to work conferring to your work nation, also make an endeavor to respect their cultures. That is why it is said that you have to love that nation so that you can act like a citizen of that country.

Competition of Call Center Firms in Client Acquisition is Getting Complex

call center firms

10th Nov, Seattle: The need for client acquisition has become one of the most challenging tasks for the Call center firms. As the BPO companies are spreading like forest fire in most of the nations, it has become a great threat for the major BPO markets to face serious challenges in business acquisition from the overseas markets.

With the rising demands of customer support in the global sectors, it has become evident that the companies are trying to outsource their support from a company that offers everything in a cost-effective style. With the business awareness, most of the developing nations like India, Philippines, Brazil, Indonesia, etc. The call centers of these countries are blooming at a speed that is snatching the business from the leading nations in Europe, Us and UK. It is because of the fact that these countries are much more specialized in the demanding areas of IT, accounts, finance, insurance, etc.

As the developing nations are emphasizing a great economic growth in these sectors, it has become prominent that even the government is assisting them to set the infrastructure to restore their hope and add a little to the economic standards. Business establishments have a sensation that the condensed prices simply don’t reimburse for the power to lose customers in these harsh economic times. There are certain issues that are being faced by the businesses are:-

· Communication between agents and customers

· Stability of the overseas location

· Stress in keeping business within the domestic country

· Worries over data safety

The established contact center locations in India, Brazil, Africa, etc. are preferred a lot now-a-days. These nations are positive about business prospects and are undertaking their outsourced projects without any worries. The Call center firms in these areas are sure that they are offering multifaceted services under a single roof in a cost that cannot be offered by anyone else in the globe. With this high commitment in business line, the major BPO markets have been threated of business loss and how they can actually compete with the demanding choices. No doubt these small countries are negligible in-front of the big markets, but their scope of success is always on top, especially when they are in high demand. The revenue from these countries was $9 billion in 2010. It has been estimated that the domestic outsourcing industry will earn around $11 billion by the end of this fiscal year with a growth rate of at least 20% in the coming year.

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. Vcare has adept experts for BPO experts and call center executives from its talented pool of outsourcing experts.

Call Centers India Inc

http://www.callcenterindia.com

701 Fifth Avenue Suite 4200,
Seattle, WA – 98104
1-888-300-1030
sales@callcentersindia.com

Call Center Services – Myth and Truth

myth and truthProviding call center services to clients regardless of nature of business and size is the task performed by business process outsourcing companies. Call centers focus their attention on delivering satisfaction to both client s and their customers. The responsibility that rests on the shoulders of call center representatives is enormous since they need to please two different groups at the same time.

The tasks that call center representatives face are now easier to solve and fix. Telephone and other communication channels have made requests and queries easier to understand. Software programs and navigable interfaces have made documentation and troubleshooting a breeze for tech support representatives. Lastly, customer relations management is a burden no more to call center supervisors and owners as improvements to standard operational procedures and best practices are being modified on a regular basis.

Despite all the changes and progress in the call center industry, there are still instances when management and agents fail to deliver good, outstanding service. It is natural to expect only the best from call center companies as this is the only way that they are expected to serve their clients- superior contact center support.

Here are top myths that surround the call center services. These misconceptions have somehow slowed down and halted a lot of call center entities from reaching their business goals as a customer relations company. It is because of these myths that clients terminate their contract with a call center for their services and look for a better company that can deliver them premium, desirable results.
Customers are always right

Everyone is familiar with this phrase and should rightfully be followed when you are working in the call center industry. Call center services are rendered not only to consumers but also to clients who have obtained a company’s service to represent them over the phone, chat, and email channels.

Call center agents fail to understand that they have two sets of customers. In the context of providing services, they are mandated to follow strict guidelines from the client’s end. The rules of call handling that are directed from a company serve as a guide for call center representatives in order to achieve the two primary goals of clients- profitability and customer satisfaction.

However not all call center representatives abide by client rules. They allow the customers of their primary clients to take control of the call or situation. Agreeing or saying yes to every customer demands should never be the default action of agents. It should be remembered that not all complaints or problems experienced by customers are caused by faulty products and services that were purchased from the company you are answering for.

It is then essential to be firm and composed when answering client concerns and inquiries. Never sound distracted, scared, or worried while handling either an inbound or outbound call. Confidence and extensive knowledge of a client’s products and services is key to a successful customer call.

Longer Average Handling Time means Low productivity scores Call center managers drive their agents to resolve customer problems in record time. It seems like most call centers operate this way. Although low AHTs is one of the many best practices, it should be noted that hurrying up on a call is counterproductive. Rather than understand customer concerns, agents are forced to only pay attention to the time that they are supposed to answer queries and concerns. Call center agents are also forced to bypass quality control rules just so they can meet AHT metrics.

Productivity is a measure of customer satisfaction a call center representative was able to provide consumers without bypassing client guidelines and call center standard operational metrics. Being able to meet low AHT is a plus, but should never be the sole basis of agent productivity and client gains.
Front line customer service representatives are not proficient enough to deliver customer satisfaction

Front line or Tier 1 customer support representatives are the group of agents who answer general concerns and inquiries. This does not mean that they do not have sufficient knowledge about the company they are representing. Call center companies hire individuals with no prior call center experience as front liners as they are required to undergo trainings and product knowledge seminars while on the floor. Knowing how to answer and respond to basic customer needs should be learned and mastered by agents before they can advance to higher positions and even managerial posts.

There are Tier 1 agents who are equipped with extensive knowledge about the product. The problem only lies among those agents who lack confidence or show uncertainty when faced with irate and verbally abusive customers. Despite all these, tier 1 call center agents are more than able to provide resolution and satisfaction to customers who need basic and general answers to simple questions.
Chat and Email support do not work as well as telephone call center services

It is true that talking to a live person on the other end of the line is more comfortable and convenient to most consumers. However chat and email support can also be as efficient and effective in solving client inquiries, complaints, and problems. Chat support agents who answer to chat-based or email-based concerns are trained to answer them in a logical, structured, and prompt manner. It is actually more difficult to respond in such mediums as most consumers may not be able to express everything that they want to address in chat or email. It is then the responsibility of contact support agents to explain everything in a comprehensive manner and include information related to customer queries altogether. Resolution is also expected to be delivered to customers in a quick and prompt manner to increase customer satisfaction rates as well.

Call Centers India is The Transformer of BPO Industry in 21st Century

TransformThe power of call centre industry is cannot be denied by an entrepreneur that depends upon customer loyalty. If the target is to attain maximum business leads in a short time, the role played by our company is truly appreciable. As India’s only Cisco based call centre, CCI is empowering vast industrial sectors to follow customer relationship management in amalgamation with software and technical support services.

The application of right IT tools coinciding with latest telephony system have made us available to handle diverse business across the globe and establish a clientele that depends upon quality with a specific attention to time.

A better explanation of Call Centers India can be explored at http://www.callcentersindia.com/.

Call Center- The Nervous System of Global Business

Business development process in 21st century is ruled by various models that not only streamline your businesses to gain better clientele in short time but also cuts down a major part of the capital that is invested in the manpower and infrastructure.

If your business is expanding fast and you are facing serious problems to increase the capacity of the manpower you might have to face a deadline that would not only consume time for hiring the new but also to upgrade the facilities. In this aspect, the hiring of a third part company is preferably the best option that can immediately answer your voluminous call volumes and streamline the process with the better flow of business leads.

Call centers are no more a new concept. It has entered all the business lines and creating a revolution that any other company ever made. The call center technology is so amicable that every simple to complex business processes are run by it.

Advantages of Call Centers

1. The modern call center technology is so high that a call center can be established across any geographical location. With this added advantage, it has become possible for these companies to operate their business processes and connect to their customers in bulk. Immediate business is no more a challenge and companies can accordingly stretch their business policy within short –term phase.

2. Outsourcing to the call centers allow to reduce the operational costs and manual efforts that is usually seen while you tend to hire manpower for you own establishment. As the services are carried by professional, you can rely upon the service and ensure that your customers are being handled to a department that can handle all the complex communication process. The utilization of time-zones and inexpensive labor rates in different countries.

3. The telephony technology is upgrading at a faster pace. With this development, many organizations can easily upgrade their infrastructural facilities with the outsourcing process from the third party service providers. This will result to deliver better telemarketing services to the customers and retention rate would touch the sky.

4. Apart from handling the basic telemarketing, the modern-day BPO industries also provide diverse services such as e-mail marketing, fax, web-based queries, webinars, chat support, instant messaging, back office support and outsourcing technical support. All these services have become mandatory for effective business promotion and attaining client loyalty.



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