Archive for May, 2010

5 Common Mistakes In Call Center Outsourcing

Call Center Outsourcing Mistakes

Oops Mistake Again

Call center outsourcing іѕ never without mistakes. Tһеrе аrе few common mistakes tһаt mοѕt companies аrе found tο mаkе. It іѕ a fact tһаt a smart running outsourcing firm саח bе аח ideal һеƖр tο build аח identity аחԁ brand іח tһе current market. Additionally, іt аƖѕο helps іח сrеаtіחɡ a strong customer base. Oח tһе οtһеr hand, a service provider tһаt ignores tο offer tһе basic principles οf ɡοοԁ customer service саח result іח сrеаtіחɡ a permanent ԁаmаɡе tο tһе business. Fοr organizations looking forward tο outsource customer service, here comes 5 mistakes, wһісһ аrе common іח nature. Tһеѕе аrе mistakes tһаt a company ѕһουƖԁ avoid during tһе initial рƖаחחіחɡ stage. Below, tһе common mistakes аrе discussed іח detail tһаt wіƖƖ һеƖр уου select tһе rіɡһt call center outsourcing vendor.

•    Selecting a wrοחɡ vendor tο outsource customer service When уου аrе looking fοr outsourcing service; mаkе sure tһаt уου һаνе tһе rіɡһt vendor tο carry forward уουr work. Perhaps, mοѕt businessmen аrе found tο mаkе one single mistake аחԁ tһаt іѕ outsourcing customer service tο a wrοחɡ vendor. Currently, mοѕt call centers һаνе turned out tο bе industry specific. Now businesses ѕһουƖԁ bе using tһе expert knowledge fοr tһеіr οwח advantage wһеח selecting a vendor. Aח expert call center outsourcing service provider wіƖƖ know ahead οf time аbουt wһаt tһе customer desires іח compliance wіtһ tһе overall industry demands.

•    Ignoring tһе worth οf Call Center CRMToday, customer relationship management (CRM) іѕ something more tһаח tһе industry catchphrase. Wіtһ tһе communication attempts getting increasingly meaningful, tһе marketing messages һаνе become more focused аחԁ personal. CRM һаѕ developed hugely pertinent together wіtһ tһе аƖƖ חеw social network technologies, wһісһ feature tһе user generated content οr tһе UGC.

•    Nο Focus οח AnalyticsInformation stands crucial. If a firm іѕ outsourcing іtѕ customer service, tһеח tһе business ѕһουƖԁ keep іח mind tһаt tһе vendor іѕ gathering data аחԁ tһе business іѕ examining tһаt data closely tο find out opportunities fοr further improvement. Tһе collected data саח bе аbƖе tο reveal tһе profit potential аחԁ tһе inroads leading tο tһе חеw markets. Tһіѕ іѕ tһе result wһу mοѕt businesses include separate departments tһаt аrе primarily devoted tο interpret аחԁ manage different data.

•    Overlooking tһе follow upIt іѕ οftеח found tһаt wһеח a customer іѕ unsatisfied, іt іѕ tһе call center tһаt саח smooth tһе rough patch аחԁ turn tһе υחһарру customer tο become a customer οf life time. Avoiding tһе automated follow up ѕһουƖԁ bе іmрοrtаחt. Studies reveal tһе fact tһаt shows υѕ tһе fact tһаt tһе customers usually support tο speak wіtһ tһе live person іח order tο resolve tһе queries.

•    Failing tο develop a sound script strategyLong paragraphs wһісһ promote a mechanical reading ѕһουƖԁ bе avoided. Tһіѕ wіƖƖ result worse аѕ customers wіƖƖ turn away аחԁ tһе operators wіƖƖ ɡеt frustrated wіtһ tһе response. Tһе rіɡһt way tο prepare a script wіƖƖ bе tο work upon a conversation Ɩіkе аחԁ natural platform tһаt аƖѕο includes tһе pertinent sales information without being sounding аѕ stuffed.


New Law Proposed for Call Centers

Call Center New Proposed Law

New Law

These days making one of those 800 (866, 877, 888) phone numbers can mean the caller is talking to someone ten blocks or 10,000 miles away. New York State Democratic Senator Charles Schumer is proposing a law that will require any company who transfers a call center or customer service call out of the United States to inform callers where the call is going and charge the company a fee for doing so.

In recent years there has been a trend for major companies to outsource call center and customer service calls to countries like India, South Africa, Indonesia, and the Philippines since workers in those countries will work for much lower wages than workers in the US. Senator Schumer would like to make it less profitable for those companies to outsource these jobs by charging the company who transfers the call 25 cents per call. Schumer also wants to force these companies to notify callers of the transfers.

By passing such a law, Schumer would not only like to make Americans better informed; he also hopes that the law will make it so that the companies will bring the call center jobs back to the United States.

Often times when people call the customer service department of a particular company, the caller is required to provide personal information for proof of purchase or service; and it is not uncommon for these callers to feel uncomfortable at best for giving out information that is not secured and can easily be used for identity theft.

Health Tips for Night Shift Working Call Center Agents

If you work for a call center chances are that you work at least some of your shifts at night. Whether you work for an outbound call center and are a lead generation machine or if you work at an inbound call center and are taking customer service calls, the following tips should help you keep it together during those long graveyard shifts. The following is from a fellow call center agent: –

1. GET ENOUGH SLEEP: – This is the most important thing that call center agents don’t usually do. By not getting enough sleep, they go to work very weak and tired. They fall asleep while taking calls. Not only will they be scolded by their supervisors, but they end up not being productive with their day.

2. EAT RIGHT: – Always have well balanced meal to give you enough energy to be taking calls the whole shift and be able to stay awake and enthusiastic all night. Usually skipping meals will make you dizzy and nauseated and cause you not to be able to concentrate on your calls and not be able to really understand your customers concerns. Listening attentively and having an upbeat tone to your customers could help a lot in being able to address their concerns properly and getting their attention in your sales pitch.

3. DRINK LOTS OF FLUIDS: – Talking all the time on inbound calls can really dry up your throat. To protect the most important aspect in working in a call center, which is you voice, you should take in lots of fluids. Drink lots of water, juice, or iced tea.. Whatever is available or whichever you prefer. Having a spill-proof tumbler is the most common thing you see at every call center agent’s desk.

4. EXERCISE: – Being fit is very crucial in keeping your job. If you are very sickly, you tend to make a lot of absences, which leads to termination, which leads to no money again.

5. FRIENDS: – Nothing makes you more lively and excited in going to work every night in the call center than getting together again with coworkers or crushes at work.

6. NOT TOO Many VICES: – I guess telling people not to smoke or drink coffee at work would make me a hypocrite since I myself smoke. True, drinking coffee and smoking is a big help in keeping you awake at work, but having too much is a different story.

7. UNWIND: – Working is good, but working too much is not. Having fun and going out with friends, keeps you healthy in ways you’re able to balance your life with work and play.

Call Center Solution : How to Choose a Call Center Services Provider

There are actually many companies who offer their own brand of call center solution that a contact center like yours can use. But why would you contact Call Centers India about whether they have a call center solution for your organization to use?

One very good reason for you to call or visit Call Centers India for a call center solution is that their professional and effective call center solution, Call centers India provide many services to its clients and is end to end CISCO based call center, have redundant facility, highly qualified and trained professional call center agents.

Another reason to ask Call Centers India is that many big companies are using its services for their business operations and gained wonderful results.

Actually, it might be safely said that an organization offering customer support services should be able to concentrate more on customer relationship management than to be diverted into trying to understand how a call center technology work. If your organization is good at maintaining good customer relationship management efforts, then your organization should stick to that instead of being forced to become an expert in understanding call center technology.

Call Centers India itself understands that a contact center needs help in making business in the call center industry easier to follow.

Call Center Performance Management

Call Center Performance Management

Checking the Performance

Call Centers, or customer services receiving and transmitting multiple requests by telephone, were introduced as offshoots of telecommunications providing streamlined service for consumers of large companies with extensive customer support needs. Normally, a call center is able to handle a considerable volume of calls at the same time, i.e. to screen calls and forward them to skilled support staff, where most issues can be resolved. Organizations starting from mail-order catalog companies and telemarketing companies to computer product help desks use call centers.

Typically, there are two types of calls ? inbound and outbound. The latter suggests the agent’s calling potential customers with intentions to sell or service which is amply used in telemarketing. Apart from it inbound calls are made by the customer to get information or ask for help reporting malfunction of the product.

That’s where the problem of management performance is acute. Performance measures and benchmarking are indispensable to any well-run call center to eliminate criticism of call centers on common themes such as non-expert operators, poor training of agents incapable to process customers’ requests effectively, automated queuing systems resulting in long hold times, operators working from a script, etc. Benchmarking, typically associated with strategic management, presupposes evaluation of business processes in relation to best practice and helps to develop plans with the aim of increasing performance levels. At large benchmarking reforms all the levels of the company ? from the state of mind of the employees to that of top managers, penetrating into the whole hierarchical organization of the organization. The gist of benchmarking is to break the resistance to change by employing methods different from the currently used ones that might be less effective in order to increase certain aspects of performance.

The most conspicuous performance measures include the mean conversation time, or Average Talk Time (ATT), the time of delay a caller may experience waiting while queuing, the mean dealing time, or Average Handling Time (AHT), the number of calls (%) answered within the limited period, or Service Level (SL%), the number of calls per hour the operator handles, the number of calls (%) with the customer’s problem completely resolved and others.

A variety of different technologies enables companies to measure and monitor the performance of the workers. The Balanced scorecard, introduced by R.S. Kaplan and D. Norton in 1992, is a concept for measuring a company’s activities to make managers focus on the important performance metrics that lead to success. It’s not only financial outcomes that are in focus, but the human issues that drive those outcomes. Thus, it is said to balance the financial perspective with customer, process and employee perspectives. Since the time of the original concept the scorecard metrics have been revisited by Kaplan & Norton with regard to more than a decade’s experience.

Typically the following processes are on the move when the scorecard is implemented: translating the vision into operational goals, linking the vision to individual performance, business planning, learning and adjusting the strategy according to the feedback. To improve the performance of call centers one should know what metrics are best qualified. The right metrics should be performed on a call center to fulfill the scorecard.

The hallmark of a good call center is the staff’s call management skills and that means interactive training can help achieve excellence at different levels ? for the agents, supervisors and managers. It is essential for managers to know how to recruit and train the staff to reach the strategic goals of the company, to manage the key metrics and consequently improve performance.

Different programs are designed to deliver training to call center teams. They might include practice, role-play, feedback and coaching. As keeping customers satisfied is a primary concern of any call center training courses feature quality programs which enhance the performance with respect to one of the most urgent demands ? training skilful professionals. It means they employ different training methods to evaluate current training processes and measure and improve training effectiveness. Fertile training leads to reinforcing the appropriate skills for performance improvement and achieving higher levels of customer loyalty.

Must Know About Call Center Service Outsourcing Before You Start

Outsourcing Call Center Services

Reading About Call Center

A call center is finely designed to bridge the gap between an organization and its potential customers. A call center serves for the betterment of the venture. It provides the exact information to the customer queries received through telephone, email or by fax.

In a customer service center, it is the job of the customer care representatives to receive customer request and to reply back as soon as possible. The entire process is worked in an efficient and accurate manner to ensure customer satisfaction. The process may be bilingual or multi-lingual but the main objective remains to satisfy the customer with the right information and quality services.

Outsource call center set-ups are primarily functioned for managing the incoming queries and inquiries. In a customer service firm, best product support measures are undertaken for keeping the prospective customers happy. In this current market scenario, each user or customer looks for the after-sale support or service. This is the reason why most business organizations and small companies opt for specialized customer care service from the outsourcing service centers.

In any given organization, it is the customers who play a main role to succeed. Keeping this in mind, most businesses choose to outsource call center services to keep customers connected with the business. With the best customer care services, companies will be able to hold on to their existing and potential customers.

Normally, efficiency of a company is directly measured by evaluating costs against the revenue. If the profit margin is higher then it means the company is more efficient. However, call center efficiency depends more on the performance evaluation. And more emphasis is given on the cost per call metrics. It offers more priority on the total amount of time to be spent on every call in comparison to the real revenues generated.

Call centers usually estimate the expenses of every call in order to measure its effectiveness and competence. Moreover, it also calculates the equipment costs, phone bills and the other additional services needed to maintain the smooth functioning of the organization.

The overall manpower costs incurred in a call center includes employee incentives, benefits and salary. This accounts to at least 70% making it a major element affecting the call center. Call centers closely monitor labor costs and maintain the profit margins by reducing call expenses and to raise the efficiency levels. That is why a huge number of business organizations depend on business process outsourcing (BPO) from the most potential customers to save a great amount of money.

There are many companies carrying out outsourcing business to potential outsourcing destinations like India. The Indian customer service centers are capable enough to serve quality services at reasonable rates. With the global economy changes, most companies all over America are able to save a lot of dollars by means of call center outsourcing.

Call center outsourcing brings you premium quality, optimum time management, cost effectiveness and low operating costs that help you concentrate more on the benefit of your company.

Call Center Solutions Improving Your Bottom Line

call center solutions improving your bottom line

Improving Your Base

There are many reasons for a business to choose to use a professional call center. The use of telemarketing call centers, inbound call centers, and outbound call centers can have a tremendous impact on the ROI of a business and greatly increase the overall profits.

In addition to increasing your clientele, the use of a good customer service call center can also bring about a great improvement in your service to your customers. While many businesses fear the cost of having to hire call centers, smart business managers know that the profit generated is well worth the small sacrifices that will be initially required.

Telemarketing call centers specialize in market research and new client leads as well as new client appointments. Through these three tasks the call centers are usually able to generate thousands of new customers for the client. By using an outbound call center your company can ensure that the new customer is thoroughly satisfied with the service you have rendered. This is typically done through follow up calls and welcome messages. A satisfied customer is a loyal customer. Because of this it is important not just to make sure they are taken care of through out your relationship. The best way to do this is through an inbound call center.

These inbound call centers are often referred to as customer service call centers. Through these call centers customers can receive all types of assistance. In some centers in Dallas, Texas it is even possible to receive online help. The services offered by such call centers can include placing orders, receiving technical assistance, and help with billing issues. Call centers like this are often as beneficial to the company as they are to the client. Not only do they help to increase profits, but they can also identify common problems within the company. This makes it easier for a company to recognize and fix smaller problems before they grow and get out of hand.

Choosing to use any or all of these call centers is can be a very smart business decision. If your business has already expanded beyond the capabilities of your company you should act quickly before you begin to lose customers. If you are building a new business you should act even more quickly. Everyday that you wait another competitor gains a customer while you are losing yours. Do not hesitate to go and do whatever you want because of simple money concerns. You can be sure that the initial investment that you make will be well worth it in the end.

Every dime you invest in a professional call center will come back to you. This happens through new customer recruitment, better customer satisfaction, and loss prevention. The increase in profit that your company will see can make your initial expenditure seem minor.

If you feel that your company is ready to begin using a call center take a look at some of the call center solutions offered in the Dallas area. This area is well known for their excellent call centers specifically because of the services they are able to offer their clients. Through a Dallas call center you will be able to find highly experienced bilingual customer service representatives who are used to dealing with clients from all over the world. What’s more, you can be sure you will get their professional service at excellent prices. Do not dismiss the idea of using a call center until you have explored the options available in the Dallas area. You no longer need to worry about customer relations or finding your target audience. These professional call centers can truly improve every aspect of your business and in the long run you’ll be glad you did.

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May 2010
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