Wednesday, September 14, 2011

Telemarketing Services - The Foundation of B2B Telemarketing Services

Telemarketing service is the foundation of a prosperous B2B marketing campaign. To add better profit value to your business, the role of telemarketing services become an inseparable strategy to establish healthy relationship with the clients. With the use of this innovative marketing formula, it becomes easier for the business partners to plan out their important business plans and how they can achieve their targets with a smooth formulation of the plans.

The advantages from B2B telemarketing are significant. In any organization needs to develop a relation amongst the in-house workforce, this process can be very fruitful in real terms. Business partners can take a complete control over the entire operational levels by minimizing the errors and resolving the tasks that seems to be complicated. Offshore telemarketing in the business sectors cannot be denied for its high operational costs. The small business players and the mid-sized business establishments are the two main categories that mostly practice this methodology. The players can develop their own marketing techniques and discuss them with the experts of the competitors and how the marketing trends can escalate their growth without investing much on human asset. They can exchange their data base especially to reach their prospect clientèle and expand their business succeed on a global aspect.

Business can acquire hidden benefits if they follow the policy of outsourcing call center. There remains an equilibrium between the work-related activities of the same business nature. Sometimes, some vital activities can be easily shared or distributed among the same players and thus help them to meet deadlines, when emergency arises. A stress-free environment can be created within the walls of such business types and people remains more oriented towards their existing goals.

It is very observed that the training sessions through the telemarketing services is a great success in Today’s world. LinkIf the employees proves convenience and allows their clientèle to take relief from the complexities that are normally faced during the in-house preparation exercises. A proper emphasis can be given to the respective agents for intensive training and ensuring qualitative effort.

Offshore telemarketing in B2B players is highly appreciated as it is a building block for client retention. These service providers allow the business firms to have a proper eye on the present trends. Assimilating better and new opportunities in the business area is a great idea to grasp the attention of the communities of same type. Outsourced telemarketing has already proved to show its magic in the real business world. As a dynamic strategy, it assures your position in a better place without falling into the danger of losing much of your capital and human efforts.

Thursday, August 11, 2011

SmartTips When Utilizing Call Center Outsourcing

When it involves creating an enormous impact in your business, utilizing an excellent call center outsourcing company is a highly effective solution.

A successful company needs not simply a solid business promoting ideas, but also a high quality customer experience to enhance customer loyalty.

That said, making certain to produce a prime quality inbound and outbound call center will be the best and productive resolution to spice up the returning visitors and raise the business levels of your company.

Below are number of sic but different necessities when employing or hiring business process outsourcing company or call centers.

The Art of Pleasing the Customers

Consumers of nowadays are a lot of savvier. However an equivalent issue remains: they’re going to cherish those businesses that serve and treat them well.

Studies have shown that almost all customers won’t hesitate to shell out their cash on an equivalent service or product with a decent client service. Most of the clients who have experience in outsourcing jump from one another in order to find their suitable partner.

Other surveys suggest that when a client is treated or served well, that very same client can displayed the word to nine or additional people will spread out the information in his or her own business circle about best or poor experience they encounter from specified company.

When a shopper, on the opposite hand, experiences a poor inbound or outbound call center client service, they will blast off more than double the bad experience not only to his business partners but also to all member of his twitter, Facebook communities and even visitors of his personal and business blogs.

Reputation now a days are build through social media. It is the social media that will also damage any companies reputation if they are not careful with their customer service.

These numbers merely show that when it involves driving up the repeat business ratios in your business, everything can all simply boil all the way down to how you treat your purchasers. This is often indeed a really necessary consider client service decision center business.

Selecting the best call center outsourcing company

With a straightforward search on the net, you’ll be able to have already got a colossal resource to pick out from. However how does one grasp that client service decision center that’s good for your business?

Below are a number of the foremost necessary components to seem for in a perfect inbound decision center: Customer-centric, readiness to serve and go the extra mile, and finally, one values long-term principle.

These are a number of the foremost necessary components when picking the right call center outsourcing and ensuring results.

CCI Offshoring best quality Call Center Services for Inbound Outbound Call Centers, Help Desk, Back Office, E-mail and SMS Support Services to enhance the business profits. Call Center India is using latest call Center technology and well qualified team of Customer Service Representatives.

Wednesday, June 8, 2011

Business Articles - Offshore Chat & Email Services: Getting Closer To Customers Online - Article Search Engine

Thursday, May 26, 2011

Outsourcing the call center: Building a business case

Creating and operating a call center is a complex and expensive exercise. Today more and more companies are looking at outsourcing as an alternative. There are three main reasons a company should consider outsourcing their call center:

1) To avoid distracting the company from its core business.
2) To avoid the high levels of capital investment required to create a call center.
3) To reduce costs involved in the ongoing operations.

Despite these compelling reasons, there are a number of issues to be addressed before a final decision about outsourcing the call center is made.

1.Business focus

For most companies customers are their life blood -- and today, one of the most popular ways of interfacing with them is through a call center. But running a call center is unlike any other part of the operation because it requires special skills, different ways of working, and a great deal of highly-complex technology. So for more and more companies the solution is a completely outsourced call center. These centers already have the people and the technology in place to provide customer service on behalf of their clients. Many of these operations are now well established. They have survived in a competitive market by developing best practices to provide first-class service.

Call Center Outsourcing services grew out of the success achieved in the early 1990s by companies, especially in India, that initially offered offshore services to outsource a wide variety of back-office business processes. These companies recognized that call centers rely heavily on business processes and the skills of the agents. To fill that need they adapted operations to provide call center services, and they found a ready supply of highly-trained resources willing to work in their centers. Coupled with their lower cost structure, they are able to provide full services at very competitive rates, allowing companies to focus on their core business and the outsourcer to provide these specialist services.

2. Up-front investment
Creating a call center is a time consuming, expensive and risky project. The first requirement is to decide how large the center needs to be in order to find offices to house the staff and equipment. Many experienced people say this is a "black art" because there are no hard and fast rules. The primary consideration is the number of agents required. This depends, amongst many other things, on the number of expected calls, the probable average length of calls and the pattern of calls -- all unknown quantities until you get practical, operational experience. Add in factors such as other forms of communication (email, fax, letters, chat etc.), number of call backs, the number of outbound calls etc., and the calculation becomes highly complex.

Having acquired the office space, it must be fitted with furnishing suitable for a call center environment -- telecommunications and data networks to allow agents to receive telephone calls and other forms of communication, and IT systems to support the resolution of interactions. Each of these tasks is time consuming, capital intensive and high risk. Then there remains the biggest tasks – recruiting agents and their supervisors, defining the operational processes and procedures, training, and defining the performance measures required to achieve an effective operation.

Outsourcers have all of these operations in place. As far as call center technology is concerned, all the company will need to do is work with the outsourcer to put in place the data communication network required to transport data to and from their site and possibly to allow access to corporately housed IT systems. Again the outsourcer will have agents already in place familiar with working in a call center so the company will need to create and participate in training them in the company's specific processes and procedures. None of this will come at zero cost but it will be a much lower cost, less risky and faster project.

3.On-going operations
Creating a center is expensive but operating the center is where the costs really accumulate and where the real benefits of outsourcing become apparent. Over the expected lifetime of the center, companies need to take into account depreciation, office, staff, hardware and software maintenance, telecommunication costs, and the need for some technology enhancements or replacements. All of this is avoided by using an outsourcer.

First of all, the normal model for an outsourcer to conduct business is on a fixed, all-inclusive rate for each seat used. This allows the company to start with a small number of seats and grow the number as demand increases; to start with a limited number of services and expand as the model is refined, and to align the number of seats with actual demand as the outsourcer will have the ability to re-assign agents between contracts. Another benefit is that there is always the option to bring the service back in-house if circumstances change.

Secondly, the cost-per-seat will be lower than the cost of any in-house resources. An agent in North America will cost in the order of $45,000 per annum, whereas the offshore cost will be only 10-20% of this figure depending on where the outsourcer is located. In the U.S. model, the cost of agents will typically represent 60-65% of the total operational costs, whereas off-shore is it likely to be only 30-35%.

Thirdly, there will be no overhead or reoccurring costs such as management, additional IT resources to support the specialist technologies, capital depreciation, software maintenance charges, and the cost of replacing agents that leave -- which can be quite high, as attrition rates can be nearly 20% per annum. The outsourcer will carry these costs, but again they will be lower as the outsourcer will be able to take advantage of economies of scales and their ability to negotiate prices.

Concerns to be addressed
For most companies protecting the brand image is important, especially with prospects and customers. Most outsourcers, however, have the technology available to identify which customers are calling and so they can easily respond according to specific processes and procedures set down by their clients. These can easily be tied down in a Service Level Agreement (SLA) that is bound within the contract.

The same SLA can include what levels of call center customer satisfaction must be achieved, speed of response to customer interactions, and overall performance.

After recent reports in the media about some offshore agents misusing customer information, one of the major concerns lies around the security of data. It is inevitable that outsourcers and their agents will have to be given access to highly-sensitive customer data if they are going to execute the required level of service. This data needs to be protected physically by means of encryption and password protection, but it also needs to be protected from misuse by the outsourcer's employees. The SLA and embedded guarantees offer some defence against such circumstances but in the end it will require building a level of trust in how the outsourcer works and how they recruit and manage employees.

Tuesday, April 26, 2011

Call Center Technology

Call Center Technology
Are you new to call centers or thinking of carving a career path for yourself in the industry? Before you head out the door for your first interview, get acquainted with some of the terms and technologies you will be faced with. Call centers employ a wide variety of different technologies. This article covers the most common terms and technologies agents are expected to understand and use.

ACD (Automatic call distribution): Part of the CTI that distributes in-coming calls to a group of agents. They are used in companies that take high volumes of calls, where callers require quick service from non-specific agents. More sophisticated systems may route calls to more skilled agents, depending on the reason for the call.

ACW (After call work): Amount of time an agent spends after the call processing customer requests.

AHT (Average handling time): The average time a call takes, including greeting, conversation, wrap-up, and time the caller spent on hold.

ANI (Automatic number identification): Similar to caller ID, a service which provides the receiver of a call with the number of the calling phone. Used in call centers to forward calls to appropriate agents or geographic areas. Also used by 911 dispatchers.

ASR (Automatic speech recognition): Technology used to provide information and forward calls, which allows callers to speak entries rather than punch numbers on a keypad.

ATT (Average talk time): Average amount of time an agent spends in conversation with a caller.

Call Center: A centralized office used to receive and transmit a large volume of requests by the telephone, usually with some amount of computer automation.

Chatterbot: A program that simulates human conversation. An intelligent virtual agent is an example of a chatterbot program that serves as an online customer service representative.

Collaborative Browsing (co-browsing): A technique used by agents to interact with customers using the customer’s web browser to lead them through a situation. May use email, fax, regular and/ or internet telephone as part of the interaction.

Contact Center: A part of an enterprise’s overall CRM which manages customer contact, including letters, faxes, emails, newsletters, mail catalogues, Web site inquiries, and other gathered information.

CPH/ IPH (Calls/ inquiries per hour): Average number calls or inquiries an agent handles per hour.

CRM (Customer relationship management): A corporate level approach for managing an organization’s relationship with its clients. Generally, three components (operational, analytical, and collaborative) of a company’s program must be in place in order to effectively acquire, provide services for, and retain customers. Also called Sales force automation (SFA).

CTI (Computer telephony integration): The technology that coordinates between telephone and computer systems.

Customer Service Chat: An internet service which allows a customer to communicate with an agent using an IM (instant messaging) application.

DID (Direct inward dialing): A service used by inbound call centers to allow multiple calls to be taken at once. In DID a block of telephone numbers is rented by a company without requiring a physical line for each number. Each agent or workstation has an individual number. When all agents are busy, additional inbound calls get busy signals or the agent’s voice mailbox. This service saves the cost of a switchboard operator and makes calls go through faster.

DNIS (Dialed number identification service): A service used by 800 and 900 lines that tell which number was called. It is useful for directing calls when companies deal with multiple numbers at the same location.

DTMF (Dual tone multi-frequency): Also known as “touchtone” phone (formerly a registered trademark of AT&T), the signals that are generated when a caller presses the touch keys of an ordinary telephone. Each key generates two tones, and cannot be imitated by voice.

Fax: Material (images or text) which is scanned and transmitted over a telephone line and received using a printer or other output device.

FCR (First call resolution): A call which completely resolves the customer’s issue. (A call is considered FCR if the caller does not call back with concerns in a set amount of time, usually 3 months.)

Idle time: Percentage of time agents spend not ready to take calls.

IP telephony (Internet protocol telephony): A general term for the technologies that use the internet protocol’s packet-switched connections to exchange voice, fax, and other forms of information.

ITS (Issue tracking system): A program that follows the progress of every problem a system user identifies until the issue is solved.

IVR (Interactive voice response): A computerized system at the front-end of calling centers which uses prerecorded prompts to identify caller needs, extract necessary information, and direct calls to the appropriate agent. Whereas, callers select options from voice menus using the telephone keypad, the newest technology, or Guided Speech IVR, integrates live agents into the system. In this hybrid model, agents assist in four or more calls at a time by listening and guiding callers through the system. This allows callers to respond to open-ended questions and receive a higher quality of service. Companies see higher rates of call completion and customer satisfaction using the new technology.

LEC (Local exchange carrier): The public telephone company which provides local service in an area.

Media gateway: A device that converts data from one format to another.

Outsourcing: The practice of delegating non-core operations to an external entity.

PBX (Private branch exchange): A cost-efficient system that uses multiple phone lines (called “trunk lines”) and a computer to manage the switching of calls within a company. As the PBX is owned by the company rather than the LEC, it saves the cost of requiring a line for each user to the telephone company’s central office.

Personalization: The process of tailoring internet pages to a customer’s preferences.

Predictive dialer: A computerized system that dials telephone numbers, filtering out unanswered calls, busy signals, disconnected lines, and other unproductive calls. Using an algorithm to predict agent availability, the system saves the time an agent would spend in unproductive dialing. Smart predictive dialers use a prerecorded introductory message before connecting customers to an agent, further increasing productivity by turning over calls only to interested customers.

Predictive technology: Tools that analyze patterns and use discoveries to forecast likely future behavior.

QED (Quality and efficiency driven): Philosophy maintained by call centers that company strategies should be balanced between aims for quality and efficiency.

Queue: A line of people or calls waiting to be handled, usually in sequential order. Real Time: Level of computer responsiveness considered sufficient to the task required.

SL% (Service level percent): Percentage of calls answered within the determined time frame.

Speech/ Voice Recognition: Ability of a program to recognize and carry-out voice commands. More sophisticated software has the ability to accept natural speech, or the speech used in general conversation.

Telemarketing: A registered trademark of Nadji Tehrani, referring to the form of direct marketing using the telephone to sell products and/ or services.

TCA (Total calls abandoned): the number of calls abandoned by callers.

TPV (Third party verification): The legal requirement for some companies (e.g. long distance providers, gas, electric) to have a third party confirm that a customer has requested a change in service. Generally, the customer will be put on a three-way call and the TPV provider will confirm the order. TPV aids in billing disputes by verifying the customer actually requested the change.

TTS (Text to Speech): A system that converts normal language text into speech.

UMS (Unified messaging system): A program that enables voice, fax, and regular text messages to be held in a single mailbox and accessed by a user over email or telephone.

Virtual Call Center: A call center where the agents are geographically dispersed, either working in several small offices, or (more frequently) working from their own homes.

Virtual Queuing: A system used in inbound call centers in which a caller will be informed of the estimated wait time before an agent will be available. Caller can choose to wait on hold, or keep their place in the queue by giving their telephone number. Callers receive a call back when their turn comes up.

Voice mail: System that manages telephone messages for a large group of people.

Voice Portal: A web site or other service that a customer can reach for information such as weather, sport scores, or stock quotes.

VoIP (Voice-over Internet Protocol): The routing of voice conversations over the internet. Using VoIP, agents can work from home, as long as they have a fast and stable internet connection.

Web Analytics: A method of analyzing the behavior of a web site’s visitors to make changes that attract and retain more customers.

Web Self-Service: A computerized system that allows users to perform routine tasks over the internet without requiring live interaction.

Call centers are complex operating environments that depend on a wide variety of sophisticated technology to process transactions. While call center technology is essential, it's really the agents who leave a lasting impression on customers and they are the key to retaining clients and enhancing relationships. Above technologies help to offshore technical support services and get 100% call center customer satisfaction .

Thursday, April 21, 2011

Call Center Outsourcing: The Right Choice for Business Owners

Saving costs and staying ahead of the competition are just two great benefits that have made call center outsourcing the top solution for business owners.
This way, they can eliminate in-house technology issues and considerably reduce overhead expenses.

Focus on core competencies
With the contact center needs in your business being taken care of by a professional outsourcing company, you will be able to focus on doing more important activities in your business. This can result to a good boost of productivity and gain more time to increase the quality of work.

If you want to implement the marketing plan, you can just easily hire quality telemarketing services, while you put all efforts at meeting new clients or creating new products.

Knowing when to outsource

There are certain factors to consider when to outsource your contact center needs. If your company has immediate needs to form a team of customer service reps, companies offering call center services is certainly the perfect route to go.

With call center outsourcing firms ready to provide you with qualified and trained contact center agents, you can swiftly get the team you want and immediately initiate the campaign.

Or when you are in need to employ contact center support staff, but don't have enough budget for the hiring and training costs, or even for payroll taxes and office expansion, you should consider outsourcing to BPO services.

You can hire their services at lower labor cost without having to spend money on new equipments.

Picking the right call center outsourcing company

Cherry-pick company that provides call center services based on their expertise, especially in your type of business. Match your specific business requirements with their experience and skills. This would make sure the quality results you hope to get from them.

A compatible outsourcing company will more or less know what best strategies to use when introducing your business to the targeted consumers. Or at least, they will now better what it takes to achieve the goals of your marketing efforts.

Establish standard performance

Since the business process outsourcing company will be one to represent your business to the consumers, you have to let them know about the standards and quality of service you expect from them, or your customers are expecting from your business. You have to talk with them at least twice and communicate your business goals in detail, and how would you like your business to be represented.

Outsourcing Non Voice Support Services The Virtual Brain Behind Your Business Growth

Outsourcing Non Voice Support Services The Virtual Brain Behind Your Business Growth

Wednesday, April 6, 2011

Call Center Outsourcing Pros and Cons - Know them well

Outsourcing is a very common business concept that is excessively implemented in any call center operation in saving cost and effort. Whether its a small unit or any big business establishment, it is always a concern for them to take care of its operational activities through management professionals. Business outsourcing services is a vital dimension of the global outsourcing field in the developed and developing nations such as UK, US, Australia and Europe.

Outsourcing these customer center services, the multinational and growing companies can build a better concentration in their business activities and therefore establish constructive strategy through better client satisfaction methodologies. Through this article, we will discuss some of the Pros and Cons of call center outsourcing. Here it goes.


Firstly, the outsourcing of KPO or BPO services enables a firm to develop their business strategies through a better monitoring process, that are offered by the emerging customer care centers. The relationship with the patrons is established in better quantity. Secondly, there is always a surety of getting any assistance service throughout the clock. Call center operation services enable the users to manipulate time in serving the clients with any detailed information or receiving any query from the client.

The lower workforce cost, reduced operating cost & overheads, higher employee production, reduce cash flow, etc. are some of the crucial factors that are always considered before outsourcing client care services. There is no investments in infrastructure without any predictable and manageable costs. In addition, these outsourcing services also saves a major part of your money that is normally used for manpower and training.

The accelerated pace of technology is a very big factor to be taken care of. Today, various outdated technologies are replaced by advanced technology that changes the business in seconds. In this context, sometimes it may not be possible for an establishment to buy a new technology and train its manpower for smooth operation of their processes. In this case the outsourcing of customer care centers becomes the only solution to save money and time.

In addition, if you outsource these service providers, the productivity is enhanced and customer service gains priority. This will allow you to focus on the betterment of the services and further make you the appropriate choice by the clients in the long run. Last but not the least, there prevails no cost of Human Resource and Management Cost. Better, you invest your capital in other fields of your business operations.


For example, it is very complicated to explain your personal business strategy to a third party. You can't depend upon all their assistance and fetch the feedback, the market is facing with the services you are offering. This factor of. dependency is a big constraint in the business escalation process. Likewise, the absence of direct contact of call center staff with the target marketing staff.

Secondly, it becomes very difficult in the integration process with other internal company functional organization or related applications. Simply it is nothing but can be a 'Communication Breakdown.'

Thirdly, the communication process is always obstructed by language and cultural barriers, as a result of which the turnover rate increases. It is also found that many Call Center Outsourcing companies is deeply involved in selling confidential data. to other companies. This factor can ruin the status and bring downfall to the company in an indirect manner.

Call centers plays a dominant role in helping the organizations to improve their level of business profit. Outsourcing the service industries has become very effective in the last few decades and still in progress though it has some discrepancy. Therefore, its always better to take the positive side and keep moving so that the future is prosperous.

Monday, March 14, 2011

Customer Support Services Call Centers

The customer is the lifeblood of any business, and it is only right that business owners and managers provide optimum customer support through the quickest and most accessible medium – the telephone.

You can easily provide your customers with this kind of support from call centers. Call centers refer to firms that act as 'company phone centers' on your behalf. These call centers are able to handle services like help desks, live customer support, lead generation projects, emergency responses, inbound responses, outbound telemarketing and simple, telephone answering service.

Most companies now outsource their call centers to save on the costs of maintaining one in-house. Many call centers can be found in India and in Manila, where labor is cheaper and the workforce speaks fluent English. Big call centers offer value-added services such as multilingual customer support, directory assistance, credit card services, interactive voice response and web-based functions.

Call centers bring your company closer to customers, paving opportunities for cross-selling and up-selling. A good call center not only helps strengthen your company's relationship with its customers, but it also generates new business and helps you maintain and grow your market share.

Aside form this, call centers can control your brand integrity by delivering fast and accurate support to almost any customer concern. What's more, it does not cost much and frees up your internal resources, so that you can use them to develop your core competencies. Leave your sales and customer care concerns to call centers, because they can provide all necessary telephone and Internet support to your customers at any and all times.

Call centers are indeed becoming very popular among business because of their proven track record of maintaining and even increasing sales, fostering customer satisfaction and acting as one of the essential gatherers of market intelligence.

Call Center India-CCI, has been a leading Businesses Outsource Service Provider since its inception. Providing offshore call center services and maximized interest on your revenues, CCI has been a name that spells success and results for its clients and their project. With a laser focus on call center outsourcing services, CCI dominates the sphere of inbound and outbound call center support functions involving- help desk support services, back office support services, email support services, SMS support service, offshore technical support services and technical support services.

Call Centers India has won many accolades and appraisals from the clients across the world. It is a leading provider of specialized outsourcing services. It is a specialist in providing all sort of business needs for the professional market. For every facet of business and every twist and turn of market, CCI is the specialist call center for your business needs.

Friday, March 11, 2011

Call Center – Top Five Benefits of Outsourcing?

In today's environment of cutthroat competition, customer expectations of support and service have reached new highs.

Businesses without extraordinary customer support tend to lose favor with consumer, lag behind their competition or even face a survival crisis. Hence, the all-important customer support services can never be overlooked. Your company can set up an in-house call center services.

Much, however, depends on your available resources including manpower, infrastructure and technical know-how. While large

businesses may go in for their own call centers, majority of the mid-sized companies find outsourcing a much viable option.

Listed below are five advantages of outsourcing call center:

1. 24/7 support to customers across the time zones

In today's globalized environment, businesses often have customers spread across various time zones and they expect twenty-four hour customer service.

Call centers, with 24*7 operating model, ascertain that customers get the required assistance whenever and wherever they need them. Such activities help cement ties between the consumers and the company and retain them in the long run.

2. Save on cost of establishing in-house call center

Establishing an in-house call center involves heavy investment on infrastructure and hiring and training of required personnel. This results in diversion of crucial resources from the core operations of the company.

Outsourcing these tasks to call centers takes care of the entire process of preparation, relieving the company of the headache of putting in place every small element and managing the operations all along.

3. Tap into required expertise

Maintaining an in-house call center is treated as an extra responsibility for businesses. On the other hand, call centers that are exclusively devoted to these operations treat it as their primary task, concentrating all their energies to deliver very high quality service. It is almost impossible for your company to reach that level of expertise. Thus, outsourcing call center services ensures excellent customer support services.

4. Focus on your core competence

It is important for every company to focus on its core competence and rely on outside experts to handle tasks that are not part of the core. Call center is one such area that should be outsourced since making and receiving calls is their bread and butter and it would be tough for you to match the quality of service they generally deliver.

5. Utilize advanced and specialized services

The bouquet of specialized and advanced services that call centers offer today go beyond expectations of the company. In fact, one has to be very careful in making the right choice of the vendor and the collection of services. The right kind of partnership with the appropriate vendor can contribute towards the success of the company at large.

It is not for nothing that call centers are becoming the new buzzword in the world of business. The positive contribution they make to companies far outweigh the investment made in hiring them as partners in business. Specialized call centers are here to stay and help you succeed.

Wednesday, March 9, 2011

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: call center Outsourcing 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 technology. 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.

Monday, February 21, 2011

Call Center Outsourcing

Call Center Outsourcing

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Friday, February 18, 2011

Customer Satisfaction Management in Call Center Outsourcing Business

Customer satisfaction and to gain customer loyalty as well as the quantitative tools used to analyze data obtained from customer satisfaction and loyalty surveys and how to draw managerially meaningful interpretations of the output.

Tips for Call Center Customer Satisfaction :

* Importance of customer satisfaction assessment and the consequences of ignoring this vital area.
* How to design a study to measure customer satisfaction, how to structure and administer the survey questionnaire and how to select the sample.
* How to analyze and interpret the results from the customer satisfaction survey to answer specific management questions dealing with key drivers and performance.
* How to implement results from the study to establish performance standards and goals for future.
* How to develop summary measures and methods for determining the relative importance of product/service components using correlation's, regressions and more advanced techniques.
* How to analyze drivers of dissatisfaction and delight; what methods are used for linking satisfaction to profits.
* What are the mixed models of customer satisfaction data; how to analyze customer complaint data.
* Which statistical process control methods are best for comparing results from different organizational units or from different points in time.

Research's Role in Customer Retention:

* Justifying the cost and effort of customer satisfaction research
* Customer perceived quality
* The importance of customer satisfaction and its relationship to profits
* Managing customer satisfaction and retention
* The evolution of customer satisfaction measurement and management
* How to keep customer satisfaction research decision-oriented.

The Qualitative Phase in Customer Satisfaction Research:

* Learning what product attributes should be tracked in customer satisfaction measurement
* The structure of customer satisfaction
* The discovery phase in customer satisfaction research
* Secondary sources, internal interviews, customer interviews and focus groups
* Organizing the results of the qualitative discovery process into a practical questionnaire.

Constructing the Questionnaire for Satisfaction Measurement:

* Structuring customer satisfaction tracking questionnaires
* Mini-workshop
* Key issues in constructing customer satisfaction tracking surveys
* Ordering of questions
* Contextual nature of the relationship, key measures and types of scales.

Choosing a Sample and Administering the Survey:

* To whom to administer customer satisfaction questionnaires
* Sampling and sample size issues
* Options for communicating with subjects
* How often to measure customer satisfaction.
* Research to identify performance standards acceptable to customers

Analysis Plans and Overall Customer Loyalty Measurement:

* Developing an analysis plan
* Typical analytical objectives for customer satisfaction tracking
* Summary measures of customer satisfaction and loyalty
* Using basic statistics for customer loyalty measures
* Projecting the results from samples to describe how how loyal your customers are
* Introduction of case study and discussion of specialty topics such as Secure Customer Index (SCI) and Net Promoter Score (NPS).

Uderstanding the Importance and Performance of Different Product and Service Elements:

* Options for summarizing performance
* Determining the relative importance of attributes
* Direct and indirect methods of determining the nature of attributes
* Avoiding pitfalls in interpreting results
* Dealing with multicollinearity among processes and subprocesses
* Dealing with missing data. Factor analysis and other multivariate methods used in CSM
* Analyzing the nature and sources of problems.

Setting Improvement Priorities:

* Presenting the output to support actionable recommendations
* Case study workshops
* Interpretation of findings and facilitating action planning
* Selecting the best forum for communicating results.

Quantitative Research on Customer Complaints and Problems:

* Dealing with data on complaints and problems
* Developing the problem impact tree to assess the financial impact of unreported problems

Classifying Various Levels of Customer Satisfaction:

* Analysis of ordinal scales of satisfaction
* Actionable standards for defining delighted and loyal customers
* Summary measures to track drivers of dissatisfaction and delight
* Determining the relative impact of drivers of dissatisfaction and delight
* Case study workshops

Identifying Penalty, Reward and Performance Processes:

* Understanding the nature of attributes to further refine recommendations to management for quality improvements
* The use of penalty-reward contrasts, butterfly charts, and other methods
* Graphical presentations of these analyses
* Case study workshops.

Linking Satisfaction Score Levels to Customer Retention and Profits:

* Simple forms of linkage analysis
* Projecting the impact of overall satisfaction and process satisfaction on retention and profits
* Advanced methods of structuring this problem, including structural equation modeling and PLS.
* Incorporating competitive information using Customer Value Analysis.

Applying Results to Business Decisions:

* Overview of customer satisfaction research applications
* Illustrative cases and examples
* Setting internal quality standards
* Compensation and incentives
* Managing problems and complaints
* Problem resolution systems
* Resource allocations
* Managing customer value
* The American Customer Satisfaction Index
* Six-Sigma.

Thursday, February 17, 2011

Offshore Call Center Outsourcing Economical Solution For Businesses

Firstly, call centers manages tasks to satisfy customers, and attract customers for your company. Call centers can also be help desk support and advice center for your business and it can handle both inbound and outbound calls for your company.

As you can see, call centers are a very important tool for businesses today in terms of customer relations. It is considered to be an essential part of any company in order to satisfy, attract and in keeping contact with your clients. However, it is also a fact that putting up your own call center for your company can be very costly. It will require you to purchase the technology needed for it, such as computers, software, and it will also require you to hire additional employees to act as call center agents.

This is why companies today are now considering hiring call centers offshore. If your company needs a call center, you can outsource your call center in other countries in order to cut some operational costs. Outsourcing call centers in other countries, particularly developing countries, is very cheap because of the difference in the minimum salary rates with a particular developing country. You will see that the minimum wage is far lower than in your country.

Your company should prefer an offshore call center that hires staff with good English speaking skills in order to communicate with your clients better. Developing countries, such as China, Philippines and India are three of the most popular countries that provide great quality services for a call center. They have a lot of talented individuals with great English skills that will be able to communicate effectively with your customers.

When you are outsourcing your call center offshore, it is important to consider the following things before you sign the contract in order to ensure quality service:

* English proficiency – The call center agents in the offshore call center should be able to have good English speaking skills. They should be able to communicate with your clients well in order to satisfy their inquiries. This is very important because call centers are supposed to be the communication ties between your client and your company.

* Average call waiting time – It is also important that you should find out how much your client will have to wait until their calls are taken by the call center agent. It is important to realize that there will be clients who will be complaining about your products and services and you should realize that they are already irate before they even made the call. Making them wait will only add to their dissatisfaction and irritability. This is why it is important that a call center should be able to take your client’s call as soon as possible.

* Length of conversation – The call center agent should be able to handle the calls as short as possible. They should provide the best answer possible in order to satisfy your clients as soon as possible and make the call as short as possible. By doing this, the call center will be able to handle more calls.

These are some of the features that you should look for in a call center. This is why it is important for you or your staff to call the call center and pose as a client in order to know about the quality of their work and also make sure that it isn’t deteriorating.