Archive for August, 2010

Six Call Center Etiquette For Call Center Agents

Technology has offered you the convenience to work from your own home. So why not grab the opportunity of working from the comforts of your home as a virtual call center agent? This article aims to highlight on the top 10 etiquette that a virtual call center agent should follow to get started with the job that entails quality customer service.

Listening to your callers:

The job of customer support stands crucial in every respect. Your way of customer support will be the key to determine the success or failure of any organization. Every single customer is important for a business. In this regard, hiring call center professionals means taking good care of your existing as well the targeted customers. In this regard, taking time to listen and understand to what the customers are trying to communicate proves to be a critical component.

When your callers know that you are listening to them, it becomes a lot easier for him or her to converse with a lot more ease. In the process, the callers feel respected and important and this is how high chances for an overall success can also be marked.

Being aware of your tone:

The tone you get to speak with all your callers also stand important, making it another crucial component to the call center agents. Be upbeat and enthusiastic, whenever you handle or attend calls. Callers are sensitive and can never miss a bit of frown in your tone. They are more likely to react in a positive manner if your voice sounds to be inviting and happy.

Ask questions to show that you care for your caller’s needs:

Making inquiries also make your callers feel that you care for them. Ask questions and avoid the dead space when you try to look up to offer more information for the consumers.

Giving attention to the callers:

Ensure to drop everything else that you may be doing in order to offer undivided attention to all your callers. This usually means no checking of personal mails, no side conversation and no reading of magazine or book when you are actually supposed to take calls.

The callers will be able to detect the speech and tone immediately, if they feel that you’re distracted and giving them the required priority. In order to offer higher customer service, the callers should be focused and always working to meet their ends.

Speak with clarity and precision:

Speaking through a headset or microphone can distort or muffle your voice. Nothing can be more annoying to the consumers than conversing with the call center agents and in the process not being able to get them right. Taking extra care and speaking slowly can ensure all your customers to hear every word clearly.

Ensure that you’re knowledgeable and well-trained:

Always taking the training seriously and do keep data sheets and handy documents near you so as to help you to get through the difficult calls. You can even review all your training materials occasionally to enliven your memory, ensuing that you are following the company policies accordingly when attending calls that comes straight to your way.

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Call Center Job Tips, Call Center Job Interview Preparation

How to Dress in Call Center Job Interview?

call center job interview dress code

Dress Code

Call center job interviews are really so unpredictable yet exciting at the same time. That is why, if I were you, browse my articles about call center job interviews so you will be guided on how to think of an appropriate answer for most of the call center related job interview questions.

Speaking of interviews, make sure that you are prepared to rise in the occasion. This means that you need to dress appropriately. Wear something classic yet appropriate. For the men, mens ties will be a good addition especially if you are applying for a senior management position. And for the women, please ditch your mini skirts and wear something like pair of slacks and or a skirt at least an inch high from the knee.

I know that what I gave you is just a bit of information, but in the next few posts, I will give additional tips on how to dress appropriately for a call center job interview so stick reading this one and the rest of my posts here.

How to Determine a Successful Call Center

A successful call center is a complex undertaking, but can be divided into two simple categories: good people and technology to be broken. According to the latest software, together with a first class management team and a pool of trusted agents called, is the foundation of a successful virtual call centers That meets and exceeds goals consistently.

From an operational standpoint, it is essential that the management team has the design skills, technical knowledge,and human resources to build a coherent organization of experience. Running a business call center – or even a division – no small challenge, and the top executives and managers need to know what they are doing and be familiar with best practices for call centers.

After the management team, the next crucial cog in the machinery of a smooth, efficient call center, of course, the agent owner. Whether it’s remote agents or in-house staff to call youNeed to have a professional attitude, well spoken, reliable, and have infinite patience with people. To reduce costs of attrition and retraining, should call the agents are carefully uproot job hoppers “or those that are not effective on the necessary” social skills “and shown on the phone politely.

Much can be extracted from a detailed interview. The so-called “behavioral interviews” can often be the most effective way to identify personality traits – good andand bad – and to identify “red flags” of job applicants who would not otherwise be exposed. For example, if you have a Call Agent applicants request a specific situation in which to deal with difficult customers or colleagues describe how he treated and how it turned out, you can win many valuable insights into how they respond to stress or conflict.

Other than a first class management and a pool of reliable agents, the third ingredient of a successful callOperation Center is the technology. It would also be a software, data streaming in real time, reporting, call detail record (CDR), the functions and performance of call tracking, agent with experience in routing, and Interactive Voice Response (IVR) functionality. Whether you operate a Call Center Outbound Call Center entrance, or a combination of both is essential in order to collect statistics and data call handling. These data enable managers to analyze the effectivenesstelemarketing campaigns to concentrate resources where they do best. call center software can also flexible routing and advanced call flow. predictive dialers, also known as “phone” auto-dialer, Hosted predictive dialers “or simply” Auto Dialer, “are a tactic, the modern use of call centers to filter, obstacles like busy signals and voice mail. This technology also allows agents to do the maximum number of contactsHour.

To ensure that the call center or virtual call center are housed efficiency and produces a great ROI, the use of state-of-call center software, vanguard is no longer a luxury. To remain competitive and maximize productivity in today’s economy, things like predictive dialers and call center software for both the financial viability and growth are necessary.

A to Z of Customer Service of Call Centers

The real performance oriented new alphabetical order for call centers on which customer service is based:-

1)  A for Action: Call centers services are known for their action oriented methodologies. Actions that induce results and 100 percent customer satisfaction.

2)  B for Business: Business is what call center outsourcing services aim for. Contact centers work for the growth and rise of the business.

3)  C for Cost cutting: Call centers services can reduce the cost of business by half. With them, you do not have to set up an entire infrastructure, hire or recruit new team to deal with necessities of expanding business.

4)  D for Dedication: Call center agents are trained to provide customer satisfaction under any circumstances.

5)  E for Empowering: What could be a better way to empower business than providing customer services at competent prices and offer services that reduce investments costs and increase ROI?

6)  F for Fail-Safe: Outsourcing services are risk free if a business owner has been little attentive to what he needs and what the provider is offering.

7)  G for Gains: When there are call centers, gains and profits are bound to happen with increased productivity of in-house team, spare time to focus on core functions of business and so on.

8)  H for Holistic: Call centers are not just about calling or telemarketing. They are multi-tier operation centers providing each and everything you need from finance & admin outsourcing to infrastructure management.

9)  I for Increase: With the help of inbound call center services and outbound contact center, you get a brand identity of a caring product. Your customer satisfaction levels are increased and in return, you get increased sales figure, increased profits and increased returns on investments.

10)  J for Just-right: Outsourcing call center services are just right for businesses of every size and types. For a small set up to Fortune 500 companies need outsourcing to establish a consistent growth rate.

11)  K for Kick Start: If you think that your business needs a jump start by reducing costs while tackling the expanding needs, call centers are the right choice.

12)  L for Leads: Lead generation is an exceptional outbound call center service to raise sales and profits.

13)  M for Made to Order: The customized services of call centers are designed to suit the needs of your business.

14)  N for Navigational: They regulate the costs and excessive costs of your business. They handle your call flow, streamline your process and make it more business oriented.

15)  O for Outstanding: Which company does not want to stand out of crowd in market or retain the visibility in the eyes and buying behavior of customers? It is possible with the extensive services of customer support services. Available all days, the services are quick and prompt.

16)  P for Propelling: Sky targeting the business call center services can achieve milestones for a business.

17)  Q for Quality: Quality is the mantra that runs in the atmosphere to sustain competitive edge for your business.

18)  R for ROI: By leveraging the domain expertise of call centers, business can gain momentum and increase their ROI.

19)  S for Services: Their comprehensive range of services helps to create value for your business.

20)  T for Technology: Laced with cutting edge technology that can be accessed remotely or in-house, technology decides the performance level of a call center.

21)  U for Ultra-Modern: Call centers are housed in ultra-modern facilities and equipped with state-of-the-art infrastructure.

22)  V for Value Statement: Value for money is the mission of every call center but money or cost savings does not mean that business owners have to settle down on low quality or average results.

23)  W for Way and Means: The phrase ‘Way and Means’ is totally apt for call centers. It implies the strategy when resources are allocated according to the listed expenses. Call centers offer different deliverance models to suit your budget.

24)  X for Xenagogue: Xenagogue is a Greek word that means leader. In the recent volatile economic times, they have proved the relevancy of services by leading companies to a more secure and cost managed environment.

25)  Y for Year Round: Call centers work 24/7 @365 days never leaving a single chance to miss out on opportunity to interact with your customers.

26)  Z for Zero Tolerance: Working on strict HR Policy, Data security and Quality Assurance regulations to protect confidential data and maintain the quality of services.

Evolving Medical Information Call Centers: Performance Measurement and Process Improvement

Evolving Medical Information Call Centers addresses these questions and more to give your company the boost needed to correct your call centers’ mistakes and evolve the group into new territories. Our study contains real-world data and best practices from top pharmaceutical companies’ medical information call center operations.

With customers able to find product information on the Internet or from other sources — and with internal teams encroaching on territory previously owned by medical information groups — call center leaders now face a number of potentially function-changing challenges.

Top teams combat the evolving landscape by tightening their own ships which means enacting performance metrics and process improvements to become more efficient and to strengthen customer relationships. Additionally, medical information call centers continue to move into new areas, adding tasks where their skill sets translate well.

Medical information call centers find their call loads decreasing. A more technologically savvy customer base and other internal groups’ increasing ability to inform prescribers about products threaten to shrink call center budgets and staffing resources. Use Evolving Medical Information Call Centers through Performance Measurement and Process Improvement (PH124) to understand how medical information leaders are tightening their ships through increased performance measurement and more streamlined processes. The most innovative teams are even moving into new ground where their teams’ skills sets offer advantages.

STRATEGY – Take the guesswork out of your call center performance. Benchmark your key performance indicators against some of pharma’s leading companies and find out which KPIs your company absolutely must be measuring.

– Back your position with the power of industry intelligence. Our report gives you support for your ideas and prepares you for meetings, presentations and strategy discussions with key executives. Use our report to earn more funding and personnel resources or to simply win support from company leaders.

– Our reports are ready to use from the moment you get them. Skim the chapter introductions and high-level process data to get a quick understanding of the report’s key concepts. Then study the sections that interest you the most — and find the detail and data you need for your own team.

Cutting Edge Information developed this research to help medical information call center leaders in their improvement efforts. The report makes its case in three easy-to-navigate chapters:

Medical Information Structures, Headcounts and Budgets – As the first major point of contact between patients and doctors and the company, call centers set the tone between customers and the firm. For medical information teams to deliver the highest quality service, they must be structured well and own sufficient headcounts and budgets. This chapter investigates structure and staffing choices while determining how these influence call center budgets.

-Â Call Center Performance Measurement
-“ Surprisingly, metrics tracking is a largely under-utilized practice in medical information call centers. In this threatening environment, however, the first step toward improvement is tracking and measuring call center metrics. This chapter examines what measures companies currently track — and which ones all centers should be tracking. Benchmarks help call centers compare themselves against centers at top pharma companies.

 Call Center Process Improvement –“ Pharmaceutical companies that focus on making their call centers efficient, available and easy to navigate will earn customer raves. To ensure that customers have good experiences, medical information leaders build sound processes into their call centers. This chapter provides details of call center processes such as answering systems, agent availability, triage systems as well as response methodologies and internal communication.

How to Maximize Return on Investment by Implementing Outsourcing at Right Time?

return over investmentsIn the initial phases of a start up, a company may possess the requisite manpower to take care of the sporadic timberland ladies boot customer calls.

The in-house employees may themselves be well acquainted with various facets of the business to be able to offer timely and satisfactory customer support, obliterating the need of investing in outsourced call center services or training fresh employees for the purpose. If you are lucky, this will not last for long.

If at a later stage the business picks up momentum and sales suddenly shoot up like never before, it might just get impossible to adequately handle calls from the customers and client’s timberland boots online using the in-house resources.

Things might get out of hand and the well-paid executives of the company might have to attend to customer calls at the cost of neglecting crucial work-a-day business tasks. Nothing can be more suicidal for a business establishment. This is where the need of an appropriate and resourceful call center arises.

Any kind of product service support, IT support or telemarketing support that is removed from the primary profit-making business operations of the company can be outsourced to a call center dealing in these services.

It might not be a good idea to install and operate an in-house call center for these tasks as each set up would mean multiple expenses on telephone lines, computers and the all-expensive call tracking software, not to speak of the cost of maintaining the entire establishment in the long run.

Statistics in favor of call centers

In the last couple of decades call centers have slowly and steadily gained the favor of businesses and establishments across the globe. Companies can now bet on call centers to give them the much-needed growth push while relieving them of numerous peripheral obligations to focus on the core business operations.

Statistics show that the attitude of businesses towards call centers is undergoing a very positive shift, in that, expenditure on call centers is set to spiral up to $400 billion timberland boots by the end of 2011 with 30 percent of the amount dedicated to outsourced call centers.

Maximizing returns on investment from call center

The right measure of success for any call center operation is its return on investment (ROI). The benefits accrued out of improved sales and customer retention should far exceed the costs incurred in outsourcing the call center services.

In fact, the attempt here should be to ensure that the returns are maintained at a high level and the company makes most out of the investment undertaken in hiring the services. Businesses can apply three basic processes to ascertain this:

* Analyze Data: Proper monitoring of the call data is indispensable. After studying the data collected on areas, such as, the call duration, the number of resolved issues, the number of unresolved issues, the number of times a caller is transferred, and so on, adequate and timely changes can be brought about to make the process all the more effective.

* Timberland boot sale Set Goals: By generating achievable objectives in the various facets of call management one can chalk out result-oriented guidelines to carry out the functions in the best possible manner. The CRM means timberland boots data can be very useful in the process.

* Train and motivate personnel: It is very important to keep the call center personnel adequately motivated to discharge their responsibilities well and to keep honing their skills by attending various training programs.

Outsourcing call center services can be profitably resorted to as and when needed by business establishments, whether it is to handle a seasonal surge in business activity or to deal with constant rise and fall in customer service requirement.

Help Desk the Emerging Important Element of Call Center

HelpDesk of Call Center

Always for You!

The revenue earning of a call center is generally a direct factor of the voice call departments, like answering service and outbound call center. This traditional model is changing with time. The modern day BPO receives a major contribution towards its revenue from non-voice departments as well, like help desk services. This is a very encouraging trend among the call center services providers. They can now make better profit margins with almost all their BPO service divisions hitting gold. Moreover, the income is now spread out over broader areas. This cuts down the risk factors of the firm failing to break even over a month or any other financial period. The variety of its clientele goes up as well, with many clients preferring to use the non-voice telemarketing facilities for their requirements.

Help desk facilities came into vogue when the call centers woke up to the internet and the tools that this medium provided. Here was a way of reaching out to a wider base of customers and users. BPO firms had to use the marketing tools provided by the internet. For example, they use the social media platforms for lead generation. There are various other Web 2.0 tools that the call center agents can make use of. There are the websites that many of them are using to drive traffic to a page containing the products and services of the client firm. The call center services dealing with websites and their optimization are being lapped up by clients who want to tap a global market through the internet. The internet provides them the opportunity to make a wider impact and promote their stuff on a much grander and effective scale.

Make no mistake here. The telemarketing sector is still a force to reckon with. Ask any call center agent and they will tell you that the bulk of the marketing is still something to do with telemarketing services. The non-voice methods of the BPO are still in the nascent stage. It’s being developed to support the voice call sections. If you are into the outbound call center, you will know about the troubles and hurdles caused by the Do Not Call lists in several countries. Unless you think of ways to combat them, these restrictions will shrink the space for BPO service in a way as to drive them towards extinction. It’s a better way to think of a contingency plan to back up the existent call center services and the help desk services provide just that.

Help desk services offer the call center to try out something new, something that they have not tried in the past. Clients are in the mood for experimentation if those yield results. To get call center agents who can handle help desk work like data entry, the BPO firm need not look far and wide. The pay for such call center services is lower than their answering service counterparts. It’s a significant investment that is guaranteed to make a mark in the near future.

The help desk services of our call center units are among the best in the market. Our BPO agents are adept in the skills required for these processes.

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August 2010
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