Archive for July, 2010

Outbound Call Center: What is it?, What you should know about it? And How It Helps You?


What and How?

Are you the owner of a large company who needs the service of telemarketers? Is the customer service department of your company in need of additional heads? Are you looking for a job in a telemarketing company? If you are either of the above reading this, you must be looking for an outbound call center. If you do, let this article help you to find the right outbound call center that will fit your requirement.

Before we proceed, let us know what an outbound call center is. Then, we move to know what services it can provide and how each one of you may benefit from an outbound call center.

What is an Outbound Call Center?

An outbound call center is a centralized office where numerous agents will be calling possible clients for your products or services. Lead generation, sales generations, account collection, raising funds and political and community initiatives are some of the services offered by an outbound call center.

What are the qualifications of an outbound call center agent?
What can an outbound call center do for business?

An outbound call center is necessary for business to reach many customers easily. Outbound call center agents however need proper training to ensure that your messages are transferred to the consumers clearly.

Competition is stiff, it is necessary that you employ the service of outbound call centers to ensure that you will have an edge over your competitors.

It may be good to outsource overseas outbound call centers because the cost may be lesser as compared with domestic call centers. However, there may be language barriers if you do.

Thus, before you decide on hiring an outbound call center, research the outbound call center. Know their experience and expertise. Know if they will be able to handle your customers well.

You know your customers more than anyone do, thus you need to consider them before you hire your outbound call center.

It may be worthy knowing that many overseas call centers including once from India serves major U.S companies well.


Outbound Call Center : 3 Points To Maximize Your Benefits

benefits of outbound call center

3 Points

Outbound call centers have created many milestones that range from reduction of operational costs, decrease in investments and surplus charges along with increasing your return on investments.
Outsourcing outbound call center services can help you to create success and profits for your business with a more systematic and streamlined approach towards work operations.

To acquire the maximum benefits of outsourcing outbound call center services, you need to realize some key points that can trigger the whole outbound outsourcing process to the peak.

1) Realize what you want to outsource: You cannot just outsource your whole business to outbound call center and close the doors of your corporate office overnight. You need to identify the process which you think could be best performed even if you are not there to watch and are becoming time consuming for your in-house team.

2) Let not some legal jargons and activities come your way: Go the old way and fix everything in blue and black. It is always better to obey the legal formalities, if any in prior than to risk your process in mid way. The main outsourcing contract should be a document to measure the goals – that is targeted and achieved, and what price you have been agreed upon with your vendor.

The Service Level Agreement should include whatever the time frame will be needed by the call center to complete the project, what kind of resources and how many agents are deploying to serve your customers and promote your brand etc.

3) be aware of the changes and fix them: However, how much you have been finicky about the things, the actual output could be little different from what you have been expecting. To ensure that this difference is only for the good and lead to a better way, you need to eliminate the changes that you think are not right in market point of view. Keep the good things that can take you on a glory path of market by giving you an edge in competition over others.

Guide to Call Centers For Agents by Call Centers India

guide to call centers for agents, how to find call centers

Guide for Beginners

Call centers have become the rapid growing business in many countries because of the need for mass hiring of employees. For example, a small Indian outsourcing company can now accommodate as many as two hundred employees in one branch. One might say that this is all due to its outsourcing nature wherein the call center is enthusiastic in handling the requests of its customers branching out to different aspects and levels of businesses of all sizes.

A company which has a call center or focuses on call center services will need to handle on outbound and inbound calls. The topics of conversations could range from customers asking about a product, a computer illiterate grandma asking for technical support, irate customers complaining and others.

Usually, it is an organization similar to a tree when it comes to hierarchy and career options but besides these, the call center has its own general elements of productivity that one has to understand in order to grasp what the full function of a Indian call center is. There are different call centers according to what type of work they do up to what elements they possess but regardless of any category one must know these five basic facts about this:

The first element, of course, is the agent or representative. An agent must always follow the policies of the company adhering to its sense of proper etiquette especially when it comes to customer calls. Representatives are given scheduled breaks and strict logs times on the call center’s systems. Their dress code is usually business casual to project a feel of professionalism even if the working environment is usually noisy, competitive and most of all stressful. Training on the product and training on proper procedures is imperative to provide satisfactory service for the customer.

The second type is the company’s operations. This part of call center is mostly responsible for observing and receiving the inbound and outbound call patterns from the outside. Their primary goal and duty is to sustain the customer service requests and as well as analyze the call volume reports so as to quickly make adjustments and routing calls.

The operations generally fall into two categories. Outsourcing and telemarketing are the major types. Telemarketing centers its functions on outgoing calls, usually regarding sales. It maybe built to win back a customer’s business through advertising, promotions and rebates. Meanwhile, outsourcing focuses its function on customer service wherein mostly inbound calls are handled and routed in on a toll-free number.

Compensation is another thing to consider when it comes to any job and the call center is anything but an exception. The call center agents are usually hired in on an experience-based pay scale where they also have the latent opportunity to earn bonuses and incentives based on their performance. An agent may also get a pay differential on a per-hour schedule. The high stress level and mostly graveyard shift schedule are factors that an agent should be duly compensated for.

Finally, schedule is the thing most people looking for jobs or already in a job would refer to when it came to the company. Night shifts are almost synonymous to this job. In a general sense, the number of hours worked and how it was performed name what time a team or an individual is scheduled. The more hours of work, the higher the pay as this kind job entails a 24/7 service with the telephone being the measuring instrument as it records the calls.

A computer graduate and loves to travel. Reading current news in the internet is one of his past times. Taking pictures of the things around him fully satisfies him. He loves to play badminton and his favorite pets are cats and walk with them in the park with some dogs.

What Inbound Customer Service Can Do to Engage Customers

The goal of any thriving enterprise is to satisfy the diverse needs of clients. Companies need repeat customers to expand. Customer satisfaction however is not enough to compute how many people are returning to make business with you as compared with your competitors. They may even have the same feedback ratings as yours!

Customer engagement holds the key to a profitable and sustainable growth. Engaged customers –

1. Establish affinity with your brand
2. Continue purchasing from you
3. Generate the right buzz about you

What can call centers do to see your customers engaged every day?

Make your brand trustworthy. Establishing trust with a company or its brand is a complex process. We hear stories from customers being disappointed with a brand and firm not to buy it anymore. That brand fell short of their expectations. The truth of the matter is – there are no hard and fast rules in building that elusive consumer confidence. Customers can always choose from a variety of options! One of them can easily please them.

Here is a quick tip on building trust: Deliver only what can you can do and avoid promises you cannot keep.

Treat everyone fairly. Customers are reasonable in their decision to give you their business and therefore, they expect to be treated the same way with respect to their relationship, time and effort spent with you. For instance, consumers want to know how you have come up with the discount rates. Professional integrity is one corporate value your call center must safeguard.

Make customers feel good. Your customer service’s role is to reassure your customers think positively and feel right about your brand. To do this, your customer call center should be consistent, personalized and engaging. Their job is to ensure customers feel good about their decision to choose you among your competitors.

Businesses can no longer survive in the rapidly evolving marketplace simply by satisfying demands after a day’s transaction. Bring customers something new and something meaningful, and we can guarantee that you will keep them coming back for more.

Outsource Call Center Services : How It Supports Your Business

Outsource Call Center Services Supporting Business

Supporting Business

Time has its effects on everything in this world whether its nature, culture, lands and countries, but it’s one of the most significant and major effect is changing in business support, it has been changed since last decade customer are more aware about all things, so they seek best, competition has also affect the businesses throughout the world. Due to this whole Scenario and Solution.

Scenario One:-

Gone are the days when customers were considered mindless seekers and would take what would have been offered to them. With the choices in galore, they have become picky. So picky, that it could hurt your business. If you have been able to sell your services to them, there is no guarantee that you are having even one or two back. Here goes your business.

Scenario Two:-

If you are the luckiest one who is getting a chance to expand, you again meet with unexpected yet predictable increasing volumes of calls that can make your achievement null and void.

The Solution:-

The solution to above two cases is simple and feasible- outsourcing. Outsource call center services have become leading provider of customer care solutions and services. Blending in the optimum amount of innovative technology, market analytics and domain expertise, offshore call centers keep continue to deliver customized, high quality, results oriented and cost-saving customer services.

As a business opinion leader, you must remember that only happy clients can bring you business by generating positive opinion. For this digital era, it’s wisely said that good words reach to some while bad news to millions.  So, always ensure that you keep your clients happy, enthralling and steady. Outsourcing call center services seal the customer strategy with an assured guarantee of results and quality. Agents with necessary expertise and proficiency leverage you business by handling the workloads and overflow of calls calmly and patiently.

The increasing demands of customers can be known in advance with the help of agents. Call center agents are trained to get the choicest of the information from the callers to build the database. This database can help you to understand the current steep of market perceptions and insights providing you a competitive edge in market and desired results.

Yes, you can argue that these services can be available onshore then, what is the point to outsource?

Yes, exactly but have you pondered over the costs and profit factors. An offshore outsourcing partner can reduce 40 to 60 percent costs.

Recession-Proof Your Business With Call Center Solutions

multi solutions for call centers

Multi Solutions

In this economy, your business has to be more innovative than ever to capture client and customer interest. However, it’s hard to devote time to new business ventures or creative marketing strategies when you have to stay on top of daily tasks like answering the phones. Luckily, Inbound Call Center solutions work for your business by answering your calls, so you can focus on expansion.

When you need extra time to revamp your business, Inbound Call Center services are essential for your business. Customized and tailored Inbound Call Center solutions bring your business to the forefront. Whether your business is in investment, advertising, or consulting, Inbound Call Center solutions take your business to the next level with:

  • Virtual Office Services. When you choose Inbound Call Center solutions, virtual office services provide all the benefits of an in-house office with none of the related expenses. Live operators professionally screen your calls, update appointments, and forward urgent messages. Virtual office services also eliminate the paper trail with faxing services that send your incoming faxes directly to your e-mail in a PDF format.
  • Company Wide Voice-mail Services. Inbound Call Center solutions streamline company communication with voice-mail services. No matter how large or small your staff, Inbound Call Center solutions provides superior voice-mail services that feature transfer to employee extensions, customizable voice-mail greetings, and message flagging, fast forward, and replay.
  • 24-hour Order Taking Services. Inbound Call Center solutions aren’t complete without 24-hour order taking services. Inbound Call Center solutions live operators work all day and night to take customer orders and payment information. Through Inbound Call Center solutions training and software, live operators have the knowledge to answer common customer questions about your products or services. This allows customers to feel more at ease about their purchase and increases your profitability.
  • Professional Live Operators. Professional live operators are the key to Inbound Call Center solutions. Friendly, intelligent live operators undergo over 40 hours of Inbound Call Center solutions training, allowing them to efficiently answer your calls in your company name. Live operators update training each time a new client signs on, so you can trust that your business gets customer support effectively tailored to your business.

Running a business in today’s economy can stressful and hectic. Inbound Call Center solutions offer a way to reduce the workload and increase company time by providing excellent live operators and premium services. To find out more about cost effective Inbound Call Center solutions, call an Inbound Call Center representative today.

Call Center Outsourcing and Business – Best Friends Forever

call center outsourcing, business call center

We are Together!!

A research revealed that most of business owners spend more than 40 percent of the most productive time in handling simple tasks for instance -overlooking the administrative issues, recruitments, customer care suchlike.

What a pity that, business owners and decision makers are still dubious about the significance of outsourcing call center services. It can play the role of best buddy in your professional life.

Be it taking some of work burden off your shoulder or ensuring quality procedures and result oriented processes for your company, they do it all with the honesty and integrity of a best friend.

Call Center Outsourcing is not a new phenomenon to the companies which have realized and sensed the value of it long back. It is been there always, though in more cryptic and hidden form. Businesses were afraid to reveal that they were outsourcing services due to the fact that customers would consider them incompetent. With the globalization and enhancement of businesses, the inclination towards call centers have increased and become mandatory.

Thanks to the new outlook and arrival of latest technologies, the operation mechanism of call centers has also changed. They are investing lot more in quality measures and technology to provide you ‘better than the best’ services of the lot.

Imagine that mentioned 40 percent of time wasted on time consuming yet business important activities transforming into more productive and business centric activities by you and your in-house team. You can generate revenues, earn more business relevant contacts and maximize productivity without spending on surplus charges such as training, recruitment and other set-up costs. You do not have to giveaway benefits like P.F, medical claims and gratuity to new employees too.

It is not like that you are suppose to outsource all of your business to Outsource Call Center Services provider. You just transfer one or two segments of your business that would be otherwise very costly if established in-house in terms of infrastructure and training costs. For instance- developing a customer care center in the premises of your company can be arduous and expensive task.

Regardless of your stature and type in the market, BPO outsourcing services are there for you and your business. You just need to find the right call center partner for you.

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July 2010
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