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Call Center Customer Support Forums

The call center industry experiences great performance when the customers can be controlled and supported throughout the business cycle. A customer will tend to establish goodwill when a problem is easily solved effectively. For example, the use of the customer support forums in the call centers is a reliable tool to cut down call volumes in the modern call centers. Its significance has touched greater heights as customers like to discuss the business services through a platform that is less formal. The Internet forum helps to initiate a relation with the functionality to discuss the most complex maters and to work upon the problems with the direct interaction. In addition, the expert’s guidance through this platform is well accepted by the customers who find it a little complex to use a formal medium to address problems.

Here are some of the significances of the call center support forums:

Bifurcating Discussions & Problems:

In a forum, we generally notice that customers either post a problem or they discuss matters that are related to the services. As customers want to convey their thoughts, it should be clear in mind that you clearly segment the problems and the discussed elements. Sometimes the application of these forums can be actually helpful to cache the keywords or key-phrases and help a company to attract online visitors.

Assembling Appropriate Data for Resolving Various Issues:

The use of these online customer support forums becomes more practical when the appropriate data is extracted from the customer posts and used for resolving any matter with a special concern with the customer’s interest. It helps in constructing operative meta-data around any matter. A business firm, especially if it is a call center, the forums will enable you to redirect the issues to the technical departments that will automatically detect the errors and resend the resolved solution to the customers through other mediums.

A Guiding Light to the Newcomers:

The new business comer is mostly benefitted with this modern tool and allows them to access to the contact center service providers to interact with the independence to post and discuss the elements that are generally regarded complex. This technology grants them the freedom to have an interaction without having the fear of being offended. When there is a freedom to express, customers would like to establish a long-term relation for sure.

Guaranteeing the Availability of the Critical Information:

Call center faces great concern with the calls that are too technical to discuss over phone. The use of the forums will help them to resolve the technical 30-40% complexities with the expert’s assistance. There are many cases where some support communities provides information that can be wisely introduced in a separate forum and actually can directly assist a special customer section.

Moreover the forums will help the call centers to understand the behavioral approach of the customers with their provided posts and inquiries. The balance of CRM in the call center is easily detected with the options of the KPIs and highlight about your community’s status to solve the customer’s grievances or replies.


Why Call Center Softwares?

call centers softwaresEvery business growth is dependent upon the efficacy of the services as per the changing trends of the IT industry. An effective message with the clients in today’s world is vital but the process is getting too complex and expensive. Therefore, most of the business establishments have started to shift to hosted call centers. Today, virtual call center is a refined solution that is well updated with all the modern communication styles and building business communication within a short time.

Here are few reasons why the demand for such call center softwares is growing more and more:

Quick and Affordable – With the advantages of Internet Protocol based call centers, it has become easier for an outsourcing contact center to set their base within any part of the globe. The time consumed is less and there remains no constraint to organize a new workstation although time is less. Without countless additional costs, a small firm can keep the technology upgraded as per the demands of the market.

Succeeded Service – The chances for the immediate costs are eliminated permanently. The use of a conventional system can cost a lot that is often involved in infrastructure management and troubleshooting of the equipment. With the assistance of a managed service of call center services, all the maintenance and troubleshooting costs are included when you subscribe the service from a third party.

Up-to-date Technology – The typical outsourcing call centers face a great challenge to meet the modern trends. As the IT is developing so rapid, sometimes it becomes impossible for these service providers to meet the high-end demands immediately. Therefore, the shifting towards the call center softwares is most common now-days.

Scalable & Elastic – Scalability is one of the factors that are easily facilitated with the introduction of this virtual process of managing calls. Growth can be monitored subsequently in the primary levels. And these virtual call centers scales on demand at an immediate notice.

In addition, the adoption of this technology offers a great flexibility in helping the businesses that already have a principle solution. The integration process is further supported by a hybrid approach that can enhance the overall growth of the organization.

The use of the call center softwares is a preferred option to solve all the queries of a call center industry. Your business is not only effective but also starts to show development in continuous phases. Be part of it now!

Outsourcing Services: The Ideal Solution for Your Business Organization

outsourcing services providerThe word outsourcing today is oftentimes seen in the world of business. Usually outsourcing is used to assist business in the world. So, what is it about outsourcing that created so much change in the business world?

First of all, outsourcing is a clear contract with a third party to do services for the company. Outsourcing, today is used by some companies by paying an outsourcing company to manage a portion or division of the company’s function. This is done in order to save money in terms of low-priced services offered by outsourcing companies, greater or equal quality in work, and besides to unburden the company resources for other primary functions to let the company grow.

Outsourcing services have started out with the data processing industry. Still, because many enterprises are at present realizing the full potential of outsourcing services, many services are currently outsourced, such as call centers, tele-messaging, help desk, and many others.

Think of Company X to be the parent company and Company Y to be the provider of outsourcing services. Think that Company A is in need of a call center to have their clients a connection with them. However, Company A doesn’t have the needed funds to start an in-house call center or it is proven to be too expensive and can surely drain their company’s funds. So, Company A searches the services of Company B by outsourcing their call center to Company B. Company B has all the needed equipments and manpower to take care of the job that Company A demands. In exchange for Company B’s services, Company A will pay up a specific amount to Company B every month.

Basically, this is how outsoucing works. Because the provider of outsourcing services is usually from a developing country, the rate for its services is relatively cheaper and provides the same or even better quality. Because of this, large business organizations that requires a call center or any other functions that are not really important for the company but needs it anyway, tend to rely on outsourcing in order to get the job done.

Outsourcing is a very inexpensive means to get the company’s work done. Outsourcing can also free the company’s resources and focus more on the growth and the strategy of the company to expand or grow.

The main advatages of outsourcing are these. Here are some of the various jobs that business organization are today considering to outsource in order for their company focus their attention on important matters:

•    Research Process
•    Engineering Design
•    Information Technology
•    Help Desks
•    Data Analysis

These are just five of the various factors in business that are being outsourced presently. So, if you have something in your company that necessary to be finished but your company doesn’t have the work force or the technology for it, you can take on account outsourcing as one of the best business solutions you can always take on account.

With outsourcing, you will see that your company will become more efficient and more productive than ever before.

Outsourcing is the ideal solution for your company. With outsourcing, you can get the job done at a very cheap rate, and make your company and its resources focus more on primary factors. Just be sure that the outsourcing company you take is competent enough and hires efficient and qualified professionals to get the best quality.

Tips for a Successful Outsourced Inbound Call Center Campaign

plan for sucessful inbound call center campaignMany companies are outsourcing their inbound call center needs primarily because it is not their core competency and other organizations such as Call Centers India provide excellent service for a very reasonable investment.

Once you have decided to research possible inbound telemarketing vendors, there are several critical criteria that you should look for.  These are very similar to what is needed for a successful outbound telemarketing project and should be taken seriously in order to achieve the best results.

The quality of service and level of professionalism that the telemarketing representatives provide on each and every call is of the foremost importance.  If the salesperson from the telemarketing company is spending more time trying to get you to review a proposal or start right away, this is a red flag.  The initial conversation should be about their services and how they would meet your specific inbound call center needs, their employees’ knowledge and expertise in your field and detailed questions about what would make your project successful.

If you spend enough time with due diligence, avoid any companies whose claims seem to good to be true and keep a report card of vendors, you should end up making the decision that will best meet your needs.  Other questions to ask include:

Is the call center based in the US or offshore?

Are the call agents employees or independent contractors?

Do the call agents work in a physical office or remote (at home)?

Does the telemarketing company offer a pilot project or have a stated refund policy?

Are hours available to meet your specific needs?

Can you receive live transfers and call activity reports on a regular basis?

Another note that is important is pricing.  Inbound call center services are usually priced per minute from 0.40 to as high as 0.90.  While this might be good for a company that expects relatively few calls, it likens the probability that your inbound call agent is not dedicated to your account along.  He or she may work on as many as five to ten projects at once.  And this means poor quality of service for you.

A more popular alternative, which helps to ensure a greater rate of success is to have a dedicated (only works on your particular inbound call center campaign) call agent.  The investment is higher; normally $17.00 to $22.00 per hour for companies with agents in the United States, but the return is typically much better than the cost per minute model.

Call Center Outsourcing – The Ladder of Customer Support

customer support servicesNo matter how old is your business or how good are you doing, you are always trying to find the best solutions and strategies that will tend to make the position a better and reliable one. Numerous books and website will provide you bulk knowledge and you try to follow the one that fits your capability. Outsourcing your needs form a call center service provider is always preferred options that brings peace to the company and develop the roots to reach the target community in a very profitable manner.

But how will the outsourcing process help you? To reply to this statement, the following part of the article needs a go through.

Fiscal Savings – Whatever we do, the vital mission for any organization is to make money. Outsourcing your business processing needs to a third party will minimize your efforts and streamline the business with an assured monetary benefit in the long run. Customers will start to have a better approach and business grows and you make profit. Saving money from the operational costs and deploying new processes will start subsequently.

Access to Proficiency – You private firm may not be capable of fulfilling the needs of a clients as planned. But, if you tie up with a third party call center, your accesses to the experts are assured. Your business will be handled by a part that has been performing them well since ages. So, you do not need to scratch your head now! Starting from accessing multiple language support, back office solutions, Web services, etc. you can easily streamline your business needs as per your choice.

Move Slowly – You have a freedom to direct your choice. It is not necessary that you need a huge investment at the start. Start slowly with the basic plan and check out whether the outsourcing services have been able to help you. If the signal is green, invest more. Therefore, it is recommended that you take a decision that suits your pocket.

Restructure Staffing Prerequisites – Flexibility is the best option that is derived from the outsourcing business with call centers. Call centers offer you the freedom to choose your demand and make a business as per the demands that is forcing you from back. If you need to extend your team, it is no more a complex process. You can also customize your strategy with the industry experts and enable you to choose a track that will take you directly to the target community.

All these above factors will make your business directed to the pinnacle of success.

International Call Centers – Making Your Search Easy!

Do you still remember that your business started with a very few clients and all your business operations were handled personally? But with the flow of time, a commitment in your mission has taken you to a height from where you would never like to go back. Still, your business needs proper attention and you need to take care of the consumers that have been continuously coordinating with your strategy.

Now, if your business needs an international level business then it is always recommended that you start to hire a third party BPO service provider that provides all your requirements without disturbing the present profit graph. The following part will guide you how to outsource an international call center and in which manner you can invest your capital in safe hands.

Comprehensive research is a basic step to start the process. You may find thousands of international call centers that offer the same services with varied cost. But in this case, it is very common that most of the business firms follow the pricing element. Sometimes, this turns out to be a great risk and your business can drown if falls on the unreliable counterpart. Check out the best outsourcing nations where the services are international and the cost -effective. You can take some references from the existing clients or give some personal visits to check out their business existence. There may be numerous fraud websites that can ruin you in seconds. Beware of these consequences!

The feedback from the customers can be a very crucial factor top judge the quality of services, an International call center provides. Customers can tell you the exact way in which methodology they streamlined their business activity. This is so far the best criteria to test the credibility to render contact center activities.

Cost is one important element that will determine your potential the level of services. There would be some companies whose demand may not match your budget and you might have to switch off that firm. The cost of the services would entirely depend upon the project duration and the efforts required fulfilling it within a deadline.

No matter your price factor may exceed your budget but make sure that the calling agents are giving the best services as per the standards of an international call center. Experience in the BPO industry is always counted on top but one thing, the use of technology equally contributes to the successful hiring of a global call center.

Call Center Technology – The Real Power Revolution

Call center technology envelops an extensive array of telecommunications software and hardware that include automated phone systems that can answer incoming calls and execute outbound autodialing. A call center is a part of an organization that is composed of call agents who perform tasks to either receive incoming calls or make outgoing calls. It is likely for centers to be fully automated without using any human agents in processing outgoing and incoming calls.

Typically, software applications that are linked to centers are Customer Relationship Management (CRM) programs. Here are examples of center technology associated with the phone systems of call centers.

Interactive Voice Response (IVR)– This is a phone system that enables a computer to determine touch and voice tones through the use of a regular phone call. It is able to respond with fast-generated or pre-recorded audio to direct callers on how to continue. This system can be utilized to manipulate nearly all functions that may involve the breakage of interfaces into simpler menu options. When IVR systems are built, they scale well in general to manage huge call volumes.

Workforce Management (WFM) has become a vital responsibility for it. WFM has been updated with WFM software. This software is usually deployed in employee management, as well as in their HR administration, payroll and benefits, career succession, time and attendance, training management, talent management, forecasting, performance management and production supervision. Automatic job appointment and workforce management can be executed through the use of call processing programs.

A softphone is another center technology development that has been adopted by many call centers. It is an application that allows a laptop, desktop or workstation computer to work as a telephone. With this, the medium to transform telephone service and information is the computer network. The computer that is equipped with soft phone software is capable of performing the complete telephone features that are set using traditional systems that include functions like call forwarding and teleconferencing.

Customer Satisfaction Research– This approach has been popularly used by centers to lower costs on customer acquisition and boost repeat sales. Research like this has been successful while integrating both qualitative and quantitative data to identify the real feelings of customers about the company, product or service as well as determine the impact of those feelings to the bottom line. With available innovative telephone systems, customer satisfaction research functions are optimized.

Nowadays, it set more focus on providing the appropriate type of services to their clients while observing their needs and requirements. For call centers, helping their clients proactively can be one by utilizing new call center technology that goes beyond the conventional customer approach.

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July 2018
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