Today, when businesses are experiencing an exorbitant increase in the market, the call centers are working as pivot point of all the business processes. It acts as a pivotal for receiving calls from the customers at one end(inbound service), and on the other hand makes out calls to the customers under the name of promotional activities.
An Outbound Call Center is a vital fragment of a full fledged contact center and conducing the promotional acts. An Outbound Call Center is considered to be the one place where the agents call up the customers to serve them with the information on the latest product or service that has just been evolved in the market. It also conducts providing them the updated facilities, combining with the sale of their client's product.
In a complete difference from the conventional administration management, which has become a cliché, these outbound BPOs beseech to bestow the most phenomenal work with an outstanding work quality within a definite span of time. It also assists in offering advancing and value added solutions if any anomalies occurs, and also to enhance the productivity and to raise up the graph of your company.
The outbound BPO services combines:
Lead Generation: This is no new form of ameliorating new businesses, but, it now conducts to a new and innovative approach of business generation. It runs with collecting information of the customers(about their profile) and then creates an interest to them and motivates them towards the products and services of the business. It is generally conducted with the purpose of sales and marketing.
Telemarketing: It is again one of the cogent of all the services that are being offered by an Outbound Call Center Services. It is referred to the marketing of the business products and services via telephone. It can said to be a way of promoting and selling a product or a process to the customers and influencing them to try on it, via telephone. The people or the agents who are included into this service have to be potent enough to carry out a good conversation with the customers and to arouse their nerves for purchasing the particular product or services that they are offering. Thus, it is a big reason behind the profits that the company earns.
Debt Collection: This too is nowhere far from being one of the vital amongst all of the important Offshore Outbound Call Center processes. It is being executed to make the payments over the debts which are being owned under the name of the business or any individual. The debtors are being convinced here by the debtors to make the payments in a timely manner.
The call centers have turned out as a global hub of outsourcing services all over. With call centers, one can be assured of getting an excellent quality work, in lesser time and cost.
Author has written about Outbound Call Center Services and also highlighted that how Outbound BPO Services are helpful for lead generation. For more information please visit http://www.callcentresindia.net/
Monday, January 10, 2011
Tuesday, September 7, 2010
Auto Dialer: Generating Leads, Saving Man Power Resources
Once the renowned Management Guru Peter Drucker said “The purpose of a business is to create and keep a customer.”
These customers are the Leads to take you way forward up to the notch in the market place.
What and who can be termed as “Leads” ?
1) Creating a database of an unsatisfied demand of a profitable customer
2) A customer willing to buy the respective product
3) Customers who do not have a requirement of the product and you create one
4) Creating altogether a new business opportunity
5) An usual sales or buying prospect
Since this is a customer centric world, leads have become important than ever. Lead generation support of Call centers services can be of great use. The tools and technologies used by call centers can help businesses to save valuable resources. Such a technology, used by call centers is auto dialer which can be aligned to a business to make process more effective and efficient.
Auto dialer is a machine operated device and helps outbound call centers agents. It can dial countless numbers automatically. The agents are free to spend time on other core activities rather sitting and dialing numbers. As soon as the receiver responds, the call gets transferred to free agents and the receiver do not have any whiff of the idea that he has been auto dialed.
Lead generation man- power resources are saved because the whole dialing process is conducted by a software. They do not have to check or analyze the numbers from database. It saves time and lots of hassle for outbound call center agents. If, the receiver does not take call or attend it, the call is diverted automatically and agent does not have to take it.
These customers are the Leads to take you way forward up to the notch in the market place.
What and who can be termed as “Leads” ?
1) Creating a database of an unsatisfied demand of a profitable customer
2) A customer willing to buy the respective product
3) Customers who do not have a requirement of the product and you create one
4) Creating altogether a new business opportunity
5) An usual sales or buying prospect
Since this is a customer centric world, leads have become important than ever. Lead generation support of Call centers services can be of great use. The tools and technologies used by call centers can help businesses to save valuable resources. Such a technology, used by call centers is auto dialer which can be aligned to a business to make process more effective and efficient.
Auto dialer is a machine operated device and helps outbound call centers agents. It can dial countless numbers automatically. The agents are free to spend time on other core activities rather sitting and dialing numbers. As soon as the receiver responds, the call gets transferred to free agents and the receiver do not have any whiff of the idea that he has been auto dialed.
Lead generation man- power resources are saved because the whole dialing process is conducted by a software. They do not have to check or analyze the numbers from database. It saves time and lots of hassle for outbound call center agents. If, the receiver does not take call or attend it, the call is diverted automatically and agent does not have to take it.
Tuesday, July 27, 2010
Key Points to Maximize the Benefits of Outbound Call Center Outsourcing
Outbound call centers have created many milestones that range from reduction of operational costs, decrease in investments and surplus charges along with increasing your return on investments.
Outsourcing outbound call center services can help you to create success and profits for your business with a more systematic and streamlined approach towards work operations.
To acquire the maximum benefits of outsourcing outbound call center services, you need to realize some key points that can trigger the whole outbound outsourcing process to the peak.
1) Realize what you want to outsource: You cannot just outsource your whole business to outbound call center and close the doors of your corporate office overnight. You need to identify the process which you think could be best performed even if you are not there to watch and are becoming time consuming for your in-house team.
2) Let not some legal jargons and activities come your way: Go the old way and fix everything in blue and black. It is always better to obey the legal formalities, if any in prior than to risk your process in mid way. The main outsourcing contract should be a document to measure the goals – that is targeted and achieved, and what price you have been agreed upon with your vendor.
The Service Level Agreement should include whatever the time frame will be needed by the call center to complete the project, what kind of resources and how many agents are deploying to serve your customers and promote your brand etc.
3) be aware of the changes and fix them: However, how much you have been finicky about the things, the actual output could be little different from what you have been expecting. To ensure that this difference is only for the good and lead to a better way, you need to eliminate the changes that you think are not right in market point of view. Keep the good things that can take you on a glory path of market by giving you an edge in competition over others.
Outsourcing outbound call center services can help you to create success and profits for your business with a more systematic and streamlined approach towards work operations.
To acquire the maximum benefits of outsourcing outbound call center services, you need to realize some key points that can trigger the whole outbound outsourcing process to the peak.
1) Realize what you want to outsource: You cannot just outsource your whole business to outbound call center and close the doors of your corporate office overnight. You need to identify the process which you think could be best performed even if you are not there to watch and are becoming time consuming for your in-house team.
2) Let not some legal jargons and activities come your way: Go the old way and fix everything in blue and black. It is always better to obey the legal formalities, if any in prior than to risk your process in mid way. The main outsourcing contract should be a document to measure the goals – that is targeted and achieved, and what price you have been agreed upon with your vendor.
The Service Level Agreement should include whatever the time frame will be needed by the call center to complete the project, what kind of resources and how many agents are deploying to serve your customers and promote your brand etc.
3) be aware of the changes and fix them: However, how much you have been finicky about the things, the actual output could be little different from what you have been expecting. To ensure that this difference is only for the good and lead to a better way, you need to eliminate the changes that you think are not right in market point of view. Keep the good things that can take you on a glory path of market by giving you an edge in competition over others.
Tuesday, July 6, 2010
Outbound Call Center Services: The Major Growth Factor of Your Business
Outbound call center services have more aspects and lot more potential than these are known for. They have lot more to it than just telemarketing of products. The services provided by outbound call center are:• Telemarketing
• Market Intelligence and Analysis
• Database Selling
• E- Mailer Follow-up
• Qualified Lead Generation and Lead Management
• Seminar Registration Process
• Product Promotions and Market Surveys
• Debt Collection
• Communications & Literature Fulfillment
• Appointment Scheduling and Confirmations
• Customer Satisfaction Surveys
• Voice Broadcast Services
• Up Selling/Cross Selling
Outbound call center management does every effort to perform quality work at any stage of process and at all levels. Customer Support Agents of outbound services providers do every bit to push your products across all verticals and customer segments of market.
They work for your goals. Working and collaborating with your existing team to achieve the organizational goals. They enhance the performance value of your business. Irrespective of the size, location and type of business outbound contact center work to yield maximum revenue and result oriented output.
Moreover, the worries of overhead expenses take rest as you do not employ extra staff to accommodate your expanding business needs. You save on the benefits you would have given them, otherwise and on the set-up or infrastructure.
The vision of outbound call center is not to work on project basis but that to create long lasting relationship with you. Delivering results that work, outbound BPO ascertains and assures commitment to quality of value added services that provide.
Outbound call center services save valuable office time of your in-house team. Instead of promoting products on phone or calling potential customers to confirm an appointment for a LIVE demo for services, they concentrate on the real presentation before the customers which is actually a real show and actual test. No wonder that outbound call center services lead your business to new horizons of success, profit and growth.
Thursday, April 29, 2010
OUTBOUND CALL CENTRE SERVICES
Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales, promote new products and update the customers with current available services. And in some cases, recorded sales pitches are used over the phone by automatic dialers which are known as automated telemarketing. Thus, the outbound telemarketing services can increase the profits of the business by using the best of personnel, process and development technologies.
Lead Generation: Lead Generation is not a new form of gaining new business, but it now has a new approach of generating business. Lead Generation is gathering information of the customers (customer profile) and to create an interest into the business products or services. Lead Generations are through various means which includes Online Lead Generation, Telemarketing, Direct mail, etc. Lead generation could work for any business, but most industries using this type of marketing include insurance agencies, education institutions, office suppliers, and furniture stores, etc. Trends show that lead generation will become even more popular in the future, especially for service oriented businesses. Lead generations are performed for sales and marketing purposes, to create customer’s list and other various purposes based on the objectives of the business.
Surveys: Survey process over telephone has great significance in outbound call centre outsourcing services as they performed to know the percentage customer satisfaction about the process or products. These surveys benefit the companies so as to improve their business by obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. They also carry out survey process to analyze the customer needs and for advertising / marketing purposes.
Debt Collection: This is one of the outbound call center outsourcing processes performed to follow and ensure the payments on debts owed by individuals or businesses. This collection processes are commonly found in the mortgage, insurance and financial markets. Thus, it saves the money and time of the companies in debt collection when it is outsourced. The agents should convince the debtors to pay their debts in a right manner and not through unfair practices.
Lead Generation: Lead Generation is not a new form of gaining new business, but it now has a new approach of generating business. Lead Generation is gathering information of the customers (customer profile) and to create an interest into the business products or services. Lead Generations are through various means which includes Online Lead Generation, Telemarketing, Direct mail, etc. Lead generation could work for any business, but most industries using this type of marketing include insurance agencies, education institutions, office suppliers, and furniture stores, etc. Trends show that lead generation will become even more popular in the future, especially for service oriented businesses. Lead generations are performed for sales and marketing purposes, to create customer’s list and other various purposes based on the objectives of the business.
Surveys: Survey process over telephone has great significance in outbound call centre outsourcing services as they performed to know the percentage customer satisfaction about the process or products. These surveys benefit the companies so as to improve their business by obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. They also carry out survey process to analyze the customer needs and for advertising / marketing purposes.
Debt Collection: This is one of the outbound call center outsourcing processes performed to follow and ensure the payments on debts owed by individuals or businesses. This collection processes are commonly found in the mortgage, insurance and financial markets. Thus, it saves the money and time of the companies in debt collection when it is outsourced. The agents should convince the debtors to pay their debts in a right manner and not through unfair practices.
Monday, April 26, 2010
Offshore Call Center Outsourcing: Skills Should Have Your Telemarketers
1. Product knowledge – Your telemarketers should have the right product knowledge to be able to address all the questions thrown at them by the customers. It is also important that by having sufficient product knowledge, they will be able to sell not only the features of the products and services that they offer but the benefits as well.
2. Probing – Asking the right questions at the right time always matters in telemarketing, by probing they would be able to know the appropriate plan to offer to the customer by asking how many minutes of calls does he/she spend every month. In probing they would be able to troubleshoot efficiently and rectify the technical problem that has been escalated to them.
3. Building rapport – Yes, building rapport is as important as the rest of the seven things you need to know for your telemarketers to be effective. By building rapport, they would be able to manage the relationship between them and the client thereby creating customer loyalty or repeat customer.
4. Quality compliant – In every telemarketing program there is always a benchmark to ensure quality and compliance to the rules provided. That’s why along with telemarketers, you’ve got to have quality assurance people to measure the compliance of every telemarketer to the set standards.
5. Communication skills – Your agents should know how to convey their thoughts in such a way that they can look for creative ways to make the customer respond or ask questions. It is important that the customer should be able to understand them, and they should be able to understand the customers as well, to have an exchange of thoughts.
6. Effective listening – Effective listener doesn’t only mean that they have heard all the things that the customer has conveyed but most importantly, they understand, digest and convert their thoughts into results. By effective listening they would be able to know the customer’s needs.
7. Possess a good command in sales – To possess a good command in sales means that they are confident and that they are in control of the conversation. For every objection, they should have a rebuttal prepared.
These are the seven ways you need t o know to have an effective telemarketer because after all, if you have effective telemarketers that is tantamount to having desired results. And at Newfield Contact Solutions – we have effective telemarketers to provide for your offshore call center outsourcing services.
2. Probing – Asking the right questions at the right time always matters in telemarketing, by probing they would be able to know the appropriate plan to offer to the customer by asking how many minutes of calls does he/she spend every month. In probing they would be able to troubleshoot efficiently and rectify the technical problem that has been escalated to them.
3. Building rapport – Yes, building rapport is as important as the rest of the seven things you need to know for your telemarketers to be effective. By building rapport, they would be able to manage the relationship between them and the client thereby creating customer loyalty or repeat customer.
4. Quality compliant – In every telemarketing program there is always a benchmark to ensure quality and compliance to the rules provided. That’s why along with telemarketers, you’ve got to have quality assurance people to measure the compliance of every telemarketer to the set standards.
5. Communication skills – Your agents should know how to convey their thoughts in such a way that they can look for creative ways to make the customer respond or ask questions. It is important that the customer should be able to understand them, and they should be able to understand the customers as well, to have an exchange of thoughts.
6. Effective listening – Effective listener doesn’t only mean that they have heard all the things that the customer has conveyed but most importantly, they understand, digest and convert their thoughts into results. By effective listening they would be able to know the customer’s needs.
7. Possess a good command in sales – To possess a good command in sales means that they are confident and that they are in control of the conversation. For every objection, they should have a rebuttal prepared.
These are the seven ways you need t o know to have an effective telemarketer because after all, if you have effective telemarketers that is tantamount to having desired results. And at Newfield Contact Solutions – we have effective telemarketers to provide for your offshore call center outsourcing services.
Wednesday, March 31, 2010
Wednesday, March 10, 2010
Offshore Outsourcing Growth
Offshore outsourcing to labor intensive markets like India, China, Philippines and lately the North African region with relatively competitive labor wage rates, is most evidently justified for long term projects that span several years and stipulate operation and human scalability. Only in such scenarios that offshore economies of scale can leverage the costs incurred as a result of high travel, labor training and project management, which are common costs, associated with offshore development models. However, cost is not the only driver to offshore outsourcing, it is the hunt after scalable pools of talents and skill sets is what has been fueling the off shoring industry.
The onshoring model on the other hand contends on services that can not lend itself to offshoring, due to the sensitivity and/or complexity of the service components. Additionally there are the small to medium scale projects that an offshore model does not represent an added dollar value to it. The Government agencies are also another sector that has rising needs to outsource certain functions in an effort to elevate national service levels as well liberate resources to focus on core functions, yet are not able to offshore.
The cost benefits from the onshore delivery model more specifically in the U.S, are to further increase, after the US broadband stimulus adopted by President Obama administration early this year. So instead of setting up a contact center facility in New York or Washington DC where the cost of living is quite high, a contact center facility can be relocated to a rural area of Iowa for instance that was initially under served by broadband prior to the broadband stimulus program.
From a BPO service provider perspective, research analysts firms like Gartner and IDC are vying the sustainability of the pervasive offshore outsourcing models that rests on a "labor intensive" approach. With the continuous boom of technology platforms that automate and merge processes the conventional outsourcing model could lead to futile human capital and scalability could reach a point of serious glitch. This reinforces the significance of creating “Global Service Delivery Models” that utilize geographies and technologies as well, mitigating the risk of reaching a complete halt of service delivery as technologies advancements abate the cost and human scalability factors.
Resources
CallCentertimes.com
The onshoring model on the other hand contends on services that can not lend itself to offshoring, due to the sensitivity and/or complexity of the service components. Additionally there are the small to medium scale projects that an offshore model does not represent an added dollar value to it. The Government agencies are also another sector that has rising needs to outsource certain functions in an effort to elevate national service levels as well liberate resources to focus on core functions, yet are not able to offshore.
The cost benefits from the onshore delivery model more specifically in the U.S, are to further increase, after the US broadband stimulus adopted by President Obama administration early this year. So instead of setting up a contact center facility in New York or Washington DC where the cost of living is quite high, a contact center facility can be relocated to a rural area of Iowa for instance that was initially under served by broadband prior to the broadband stimulus program.
From a BPO service provider perspective, research analysts firms like Gartner and IDC are vying the sustainability of the pervasive offshore outsourcing models that rests on a "labor intensive" approach. With the continuous boom of technology platforms that automate and merge processes the conventional outsourcing model could lead to futile human capital and scalability could reach a point of serious glitch. This reinforces the significance of creating “Global Service Delivery Models” that utilize geographies and technologies as well, mitigating the risk of reaching a complete halt of service delivery as technologies advancements abate the cost and human scalability factors.
Resources
CallCentertimes.com
Monday, January 25, 2010
Outbound Call Center Services India for your products or services
India has become an ideal location for outsourcing business because the same services with the same level of quality are offered in India for a much lower cost as compared to other countries. It saves hidden cost like training, overheads and saves infrastructure cost which can eat up your investment. Organizations don’t have to spend on setting up the right kind of technology and later maintaining it.
The advantage of outsourcing in India is that as it has a large number of manpower which is educated and is fluent in English and other other languages . People work for lesser salary in comparison to European countries and are more hardworking. Due to this , India is becoming a hub of outsourcing business - availability of skilled labor is getting easier day by day.
Outsourcing is beneficial for the organizations as it is cost effective and the energy of business can be directed at the competencies of a particular business. It is also beneficial in terms of making more efficient use of labor, capital, technology and resources.
An outbound call center is a centralized office where numerous agents call to the potential customers for your products or services. Lead generation, sales generations, account collection, raising funds and political and community initiatives are some of the services offered by an outbound call center.
Outbound call centers provide services, which are outbound in nature, like providing telemarketing or appointment filling services. The following is some of the outbound call center services that can be outsourced to India:
* Market Intelligent
* Lead Generation
* Database Selling
* Appointment Selling
* Direct Mail Follow Up
* Debt Collection Services
* Product Promotions
* Customer Satisfaction Research Surveys
* Business to Business Telemarketing
* Business to Consumer Telemark
* E-mail and Chat Support Services
Outbound call center services India have specialization in Appointment Scheduling, lead Generation, Research Surveys, Debt Collection, Credit card verification, Telemarketing call center. Our Inbound call center services offers Order Taking Services, Call Center Technical support, Customer Service, Help Desk & Answering service.
Outbound call centers hold a vital place in a call center / telemarketing business because of its evolution services like B2C outbound calling, outbound customer service, outbound call management, B2C outbound telemarketing services, quality outbound call, B2C outbound voip services, outbound marketing, virtual Call Center services, B2C outbound sales, outbound telesales services, B2C outbound telemarketing services, Outbound dialer services, Offshore outsourcing B2C Outbound call services, evolution telemarketing services, Outbound logistics, quality B2C outbound call solutions, telemarketing services in India.
Monitoring the results your outbound call center provides is an important aspect in selecting the outbound call center most capable of handling your needs. Our software systems permit you to immediately access online program results and shadow-monitor the performance of all your designated agents from a remote location.
Call Centers India (CCI) is a CISCO funded company with over 20 years of combined call centers experience. It provides 99% up time with World's best call center technology and offers call centers services, Inbound Outbound Call Center Services, Product Promotion and Appointment Scheduling, with 100% customer satisfaction. Your feed back comment and suggestions will be highly appreciated at callyparkar123@gmail.com
The advantage of outsourcing in India is that as it has a large number of manpower which is educated and is fluent in English and other other languages . People work for lesser salary in comparison to European countries and are more hardworking. Due to this , India is becoming a hub of outsourcing business - availability of skilled labor is getting easier day by day.
Outsourcing is beneficial for the organizations as it is cost effective and the energy of business can be directed at the competencies of a particular business. It is also beneficial in terms of making more efficient use of labor, capital, technology and resources.
An outbound call center is a centralized office where numerous agents call to the potential customers for your products or services. Lead generation, sales generations, account collection, raising funds and political and community initiatives are some of the services offered by an outbound call center.
Outbound call centers provide services, which are outbound in nature, like providing telemarketing or appointment filling services. The following is some of the outbound call center services that can be outsourced to India:
* Market Intelligent
* Lead Generation
* Database Selling
* Appointment Selling
* Direct Mail Follow Up
* Debt Collection Services
* Product Promotions
* Customer Satisfaction Research Surveys
* Business to Business Telemarketing
* Business to Consumer Telemark
* E-mail and Chat Support Services
Outbound call center services India have specialization in Appointment Scheduling, lead Generation, Research Surveys, Debt Collection, Credit card verification, Telemarketing call center. Our Inbound call center services offers Order Taking Services, Call Center Technical support, Customer Service, Help Desk & Answering service.
Outbound call centers hold a vital place in a call center / telemarketing business because of its evolution services like B2C outbound calling, outbound customer service, outbound call management, B2C outbound telemarketing services, quality outbound call, B2C outbound voip services, outbound marketing, virtual Call Center services, B2C outbound sales, outbound telesales services, B2C outbound telemarketing services, Outbound dialer services, Offshore outsourcing B2C Outbound call services, evolution telemarketing services, Outbound logistics, quality B2C outbound call solutions, telemarketing services in India.
Monitoring the results your outbound call center provides is an important aspect in selecting the outbound call center most capable of handling your needs. Our software systems permit you to immediately access online program results and shadow-monitor the performance of all your designated agents from a remote location.
Call Centers India (CCI) is a CISCO funded company with over 20 years of combined call centers experience. It provides 99% up time with World's best call center technology and offers call centers services, Inbound Outbound Call Center Services, Product Promotion and Appointment Scheduling, with 100% customer satisfaction. Your feed back comment and suggestions will be highly appreciated at callyparkar123@gmail.com
Wednesday, January 6, 2010
Outbound Call Center Services Outsourcing – It Really Help
Why the outbound call center services outsourcing projects have failed to achieve the desired results. The success rate of outbound call center services outsourcing may be well above the 90% mark, but since there is always the chance of Murphy's Law taking control of things, businesses need to be a bit more careful while making plans about choosing call center outsourcing services. Here's what most businesses can do to ensure that outbound call center services outsourcing really helps them generate potential leads and achieve other predetermined goals and objectives.
Carry out a detailed feasibility study
The entire set of business processes cannot be outsourced and what is even more important for businesses to know is that not all processes will prove successful or deliver the same results when outsourced. The same applies to outbound call center services outsourcing and that's why businesses need to carry out a detailed feasibility study. Before actually starting out on their outsourcing plans, businesses need to identify processes that will fit snugly within the basic framework of outbound call center services outsourcing. Once that is done, it will become easier for both the business and the outbound call center services outsourcing provider to achieve the targeted goals.
Clearly communicate needs and requirements
To ensure that improper communications do not hamper outbound call center services outsourcing projects, businesses need to convey their needs and requirements in very precise terms to the selected call center outsourcing services provider. If possible, such communications should cover everyone from the top to the bottom of the organizational hierarchy in order to ensure that all those managing call center operations from offshore locations are well aware of what's expected from them.
Monitor ongoing activity and analyze results
The outbound call center services outsourcing provider will certainly work hard to achieve the desired results, but that does not free businesses from their own responsibilities. One of the most crucial responsibilities is to monitor ongoing activity and analyze results and businesses should never forget that even when they might have selected the best available outbound call center services outsourcing provider. It will help businesses take timely action in case there is an adverse mismatch between defined goals and actual results achieved.
As such, the right answer to the initial question would be that outbound call center services outsourcing will be helpful when both the business and outsourcing service provider follow prescribed guidelines and work as partners to achieve common goals and objectives.
Carry out a detailed feasibility study
The entire set of business processes cannot be outsourced and what is even more important for businesses to know is that not all processes will prove successful or deliver the same results when outsourced. The same applies to outbound call center services outsourcing and that's why businesses need to carry out a detailed feasibility study. Before actually starting out on their outsourcing plans, businesses need to identify processes that will fit snugly within the basic framework of outbound call center services outsourcing. Once that is done, it will become easier for both the business and the outbound call center services outsourcing provider to achieve the targeted goals.
Clearly communicate needs and requirements
To ensure that improper communications do not hamper outbound call center services outsourcing projects, businesses need to convey their needs and requirements in very precise terms to the selected call center outsourcing services provider. If possible, such communications should cover everyone from the top to the bottom of the organizational hierarchy in order to ensure that all those managing call center operations from offshore locations are well aware of what's expected from them.
Monitor ongoing activity and analyze results
The outbound call center services outsourcing provider will certainly work hard to achieve the desired results, but that does not free businesses from their own responsibilities. One of the most crucial responsibilities is to monitor ongoing activity and analyze results and businesses should never forget that even when they might have selected the best available outbound call center services outsourcing provider. It will help businesses take timely action in case there is an adverse mismatch between defined goals and actual results achieved.
As such, the right answer to the initial question would be that outbound call center services outsourcing will be helpful when both the business and outsourcing service provider follow prescribed guidelines and work as partners to achieve common goals and objectives.
Wednesday, December 9, 2009
Contact Center Outsourcing - Key To Organizational Success
Contact centers are that vital communication link between businesses and their customers and even though an in-house facility may satisfy basic needs and requirements, it is always better to choose contact center outsourcing services, preferably rendered by an offshore outsourcing company. The main reason is that an offshore outsourcing company will make it easier for businesses to derive essential benefits such as cost savings. Some of the best outsourcing companies have their operations based in developing countries such as India, where operational costs are naturally lower as compared to that of developed countries such as the US and the UK. India's outsourcing companies are thus in a better position to achieve, sustain and deliver the desired cost savings.
Apart from cost savings, outsourcing companies also deliver many other benefits such as process optimization, efficiency improvements and value additions. The best part is that all of these can be achieved and delivered without compromising on the quality of offered contact center services. Customer satisfaction can thus be maximized with the least possible costs and efforts. Once that is achieved, businesses can look forward to creating business competencies that have become a necessity for ensuring both success and survival in today's age of Globalization.
In most cases, hiring offshore contact center services certainly helps achieve the targeted goals and objectives. However, since success depends a lot on the actual performance, it would be better if businesses check out the track record of available outsourcing companies. The stakes are often high and it would be wise to hire the services of the best available contact center outsourcing company.
Apart from cost savings, outsourcing companies also deliver many other benefits such as process optimization, efficiency improvements and value additions. The best part is that all of these can be achieved and delivered without compromising on the quality of offered contact center services. Customer satisfaction can thus be maximized with the least possible costs and efforts. Once that is achieved, businesses can look forward to creating business competencies that have become a necessity for ensuring both success and survival in today's age of Globalization.
In most cases, hiring offshore contact center services certainly helps achieve the targeted goals and objectives. However, since success depends a lot on the actual performance, it would be better if businesses check out the track record of available outsourcing companies. The stakes are often high and it would be wise to hire the services of the best available contact center outsourcing company.
Tuesday, October 13, 2009
Outsourced call centers: Is money the only motivator?
Like any profit-driven company, Largo, Md.-based Liberty Wireless wanted to cut costs when it elected to outsource its contact center. But, as surprising as it may sound, improved customer service was also a motivator for sending work outside the company.
"It was more than just cost," said Don Charlton, Liberty's president. "We thought we could get a better level of service for what we were paying."
Liberty divided up its call center work. It outsourced call center functions like call routing, interactive voice response (IVR) and automatic bill payment to Mountain View, Calif.-based BeVocal Inc., a managed call automation provider. Agents man Liberty's call center from the Philippines, a country expected to triple its contact center capacity this year to 60,000 seats.
"In certain instances it makes sense to have [the call center] all in one shop, but it also makes sense not to be dependent on one provider [for] too many core functions," Charlton said. For instance, having different providers for IVR and the call center prevents the outsourcer from steering more traffic to live agents, where it makes more money.
While it's still too early in the outsourcing process for Liberty to calculate the benefits, the company hopes to cut its call center costs in half and improve service. Still, not everyone buys the argument that outsourcing is good for service.
"You're kidding, right?" said John Ragsdale, research director with Cambridge, Mass.-based Forrester Research. "I would still say the driving force [for outsourcing] is cost cutting."
In fact, a 2002 Datamonitor study found that a 150-seat call center that costs $5.6 million to run annually in the U.S. costs just $2.2 million when operated in India.
Yet, some companies turn to outsourcing as an easy fix. Ragsdale said that many companies that outsource do a poor job of monitoring customer service internally. An outsourcer may be able to reduce the average answer speed or cut down on call times, but often customers are more interested in getting an agent that speaks fluent English and having their problem resolved on the first call.
High-volume call centers often find it beneficial to turn to outsourcers to handle their overflow, according to Ragsdale. For instance, they keep calls requiring a great deal of training in-house and outsource simpler inquiries, where expertise is less important.
Convergys Corp., a Cincinnati-based contact center outsourced provider, said outsourcing's savings are so significant that high-level executives are increasingly involved in the decision to offload the work. And it insists that cost cutting isn't the only reason to do so.
"We believe we can increase things such as first-call resolution and customer satisfaction," said Bill Rieke, director of Convergys' customer management group. "We can reduce your cost by reengineering some of the process flow."
Rieke said his customers are focused more than ever on improving service and have placed a greater emphasis on strategic metrics to track gains.
If companies are sold on outsourcing, Ragsdale recommends that they identify service levels early on and include them in the contract. He said it's wise to begin with outsourcing peak volume to determine the outsourcer's service level.
"The key is all in the contract," Ragsdale said. "There's a huge amount of work you have to do. It's understanding the current service level, the current customer experience and working with the outsourcer, making sure they can meet those demands."
"It was more than just cost," said Don Charlton, Liberty's president. "We thought we could get a better level of service for what we were paying."
Liberty divided up its call center work. It outsourced call center functions like call routing, interactive voice response (IVR) and automatic bill payment to Mountain View, Calif.-based BeVocal Inc., a managed call automation provider. Agents man Liberty's call center from the Philippines, a country expected to triple its contact center capacity this year to 60,000 seats.
"In certain instances it makes sense to have [the call center] all in one shop, but it also makes sense not to be dependent on one provider [for] too many core functions," Charlton said. For instance, having different providers for IVR and the call center prevents the outsourcer from steering more traffic to live agents, where it makes more money.
While it's still too early in the outsourcing process for Liberty to calculate the benefits, the company hopes to cut its call center costs in half and improve service. Still, not everyone buys the argument that outsourcing is good for service.
"You're kidding, right?" said John Ragsdale, research director with Cambridge, Mass.-based Forrester Research. "I would still say the driving force [for outsourcing] is cost cutting."
In fact, a 2002 Datamonitor study found that a 150-seat call center that costs $5.6 million to run annually in the U.S. costs just $2.2 million when operated in India.
Yet, some companies turn to outsourcing as an easy fix. Ragsdale said that many companies that outsource do a poor job of monitoring customer service internally. An outsourcer may be able to reduce the average answer speed or cut down on call times, but often customers are more interested in getting an agent that speaks fluent English and having their problem resolved on the first call.
High-volume call centers often find it beneficial to turn to outsourcers to handle their overflow, according to Ragsdale. For instance, they keep calls requiring a great deal of training in-house and outsource simpler inquiries, where expertise is less important.
Convergys Corp., a Cincinnati-based contact center outsourced provider, said outsourcing's savings are so significant that high-level executives are increasingly involved in the decision to offload the work. And it insists that cost cutting isn't the only reason to do so.
"We believe we can increase things such as first-call resolution and customer satisfaction," said Bill Rieke, director of Convergys' customer management group. "We can reduce your cost by reengineering some of the process flow."
Rieke said his customers are focused more than ever on improving service and have placed a greater emphasis on strategic metrics to track gains.
If companies are sold on outsourcing, Ragsdale recommends that they identify service levels early on and include them in the contract. He said it's wise to begin with outsourcing peak volume to determine the outsourcer's service level.
"The key is all in the contract," Ragsdale said. "There's a huge amount of work you have to do. It's understanding the current service level, the current customer experience and working with the outsourcer, making sure they can meet those demands."
Friday, September 25, 2009
Outsourced call centers maintain growth
The North American market for outsourced customer service operations is expected to continue along a steady growth path, according to recent research by Frost & Sullivan Inc.
The San Antonio-based research and consulting firm states that the market reached $19.5 billion in revenues in 2005 and is likely to reach $20.1 billion by 2012. Call center agent attrition, companies' continuing to adjust to the Do Not Call legislation, and greater specialization by North American outsourcers are driving the market, according to Michael DeSalles, Frost & Sullivan's industry analyst for the communications practice.
"Call centers are the tip of spear. In a lot of places, it's the only place [the] customer touches the company," DeSalles said. "For some companies, they find that's not their core competency, that's for someone else. An outsourcer can do it cheaper or better. If you're not doing a good job or at least on par with companies with good contact centers, you're at a competitive disadvantage."
Also, the backlash by North American consumers over jobs sent overseas is helping to bolster the on-shore and near-shore outsourcing markets.
The market for North American customer service outsourcing is a fragmented one, with literally thousands of providers. According to Frost & Sullivan, however, it is dominated by fewer than a dozen major, global outsourcers.
The market is growing, but outsourcers are also under increasing pressure to do more than just increase efficiencies. Clients expect outsourced call centers to improve retention, and loyalty as well.
"The way to measure that is not by handle time, which was the prevailing metric," DeSalles said. "Now we're looking at first-call resolution."
Outsourcers are also conducting post-call surveys, measuring the number of transfer calls and up-selling and cross-selling.
Consolidation in the market has also provided companies with the ability to mix and match their outsourced call center needs, using some offshore, some near-shore and some internal resources. The growth of work-at-home agents, who can access CRM systems through Web-based interfaces and phone systems through Voice over Internet Protocol, is also providing outsourcers with a greater talent pool, while reducing facility costs.
The San Antonio-based research and consulting firm states that the market reached $19.5 billion in revenues in 2005 and is likely to reach $20.1 billion by 2012. Call center agent attrition, companies' continuing to adjust to the Do Not Call legislation, and greater specialization by North American outsourcers are driving the market, according to Michael DeSalles, Frost & Sullivan's industry analyst for the communications practice.
"Call centers are the tip of spear. In a lot of places, it's the only place [the] customer touches the company," DeSalles said. "For some companies, they find that's not their core competency, that's for someone else. An outsourcer can do it cheaper or better. If you're not doing a good job or at least on par with companies with good contact centers, you're at a competitive disadvantage."
Also, the backlash by North American consumers over jobs sent overseas is helping to bolster the on-shore and near-shore outsourcing markets.
The market for North American customer service outsourcing is a fragmented one, with literally thousands of providers. According to Frost & Sullivan, however, it is dominated by fewer than a dozen major, global outsourcers.
The market is growing, but outsourcers are also under increasing pressure to do more than just increase efficiencies. Clients expect outsourced call centers to improve retention, and loyalty as well.
"The way to measure that is not by handle time, which was the prevailing metric," DeSalles said. "Now we're looking at first-call resolution."
Outsourcers are also conducting post-call surveys, measuring the number of transfer calls and up-selling and cross-selling.
Consolidation in the market has also provided companies with the ability to mix and match their outsourced call center needs, using some offshore, some near-shore and some internal resources. The growth of work-at-home agents, who can access CRM systems through Web-based interfaces and phone systems through Voice over Internet Protocol, is also providing outsourcers with a greater talent pool, while reducing facility costs.
Friday, September 11, 2009
Offshore Outsourcing Driving Contact Center Growth in Asia Pacific
Despite the negative press that the term off shoring tends to generate, the reality is that we are a global economy and many companies can maximize customer service operations by considering facilities in another country. One such country that is enjoying considerable contact center growth is that of the Asia Pacific.
Growth consulting firm Frost & Sullivan has produced new analysis that points to low labor cost, increasing competition, globalization, increased IP (Internet Protocol) adoption and improved network infrastructure as driving the contact center outsourcing market in Asia Pacific.
While high growth in both domestic and offshore outsourcing is expected in the coming years, offshore outsourcing is anticipated to drive a majority of that growth. Customer service and technical support services in the banking, telecommunications and technology sectors are on the rise and will likely fuel this growth.
According to the report from Frost & Sullivan, the Asia Pacific industry, which covers 13 major Asia Pacific economies, produced revenues of US $7.2 billion in 2005 and estimates indicate that the industry will be worth US $25.1 billion by the end 2012.
Frost & Sullivan industry analyst Shivanu Shukla, offered that offshore outsourcing is a global phenomenon that has driven growth in the contact center outsourcing market in Asia-Pacific and expects to continue to be the key driver for growth. Proximity to the West, cultural similarities within Asia Pacific and increased focus on outsourcing and offshoring by the governments in Asia Pacific are all expected to boost growth.
US companies using India as a back-office hub for their administrative functions has led the offshore outsourcing trend. Many enterprises today from not only the US, but also the UK have outsourced significant portions of their customer care functions to countries such as the Philippines and India. Contact center outsourcing contacts serviced out of the Asia Pacific region from these two countries has represented more than US $2.17 billion in 2005.
Shukla noted that as the contact center market in Asia Pacific continues to return strong growth, the demand for skilled agents increases in tandem. Since employment as a contact center agent is not perceived as a great career option in most parts of the region, available talent pools are lacking. In addition, inadequate compensation and incentives are leading to higher attrition and agents tend to move fast within the industry.
Frost & Sullivan recommends that outsources offer structured career paths and better incentives to reduce attrition. The firm also highlighted the need to train and coach agents and leaders in order to build a strong middle management team as a necessity to retain employees.
Data security and customer information issues have been a key area of concern for customers and companies alike and as a result, outsourcers in India and other offshore destinations are implementing stringent measures to ensure that data security is maintained. ISO and COPC (Customer Operations Performance Center) certifications, along with Six Sigma processes are gradually being adopted by outsourcers to increase the confidence level of customers and enterprises that outsource their customer information to the Asia Pacific region.
Growth consulting firm Frost & Sullivan has produced new analysis that points to low labor cost, increasing competition, globalization, increased IP (Internet Protocol) adoption and improved network infrastructure as driving the contact center outsourcing market in Asia Pacific.
While high growth in both domestic and offshore outsourcing is expected in the coming years, offshore outsourcing is anticipated to drive a majority of that growth. Customer service and technical support services in the banking, telecommunications and technology sectors are on the rise and will likely fuel this growth.
According to the report from Frost & Sullivan, the Asia Pacific industry, which covers 13 major Asia Pacific economies, produced revenues of US $7.2 billion in 2005 and estimates indicate that the industry will be worth US $25.1 billion by the end 2012.
Frost & Sullivan industry analyst Shivanu Shukla, offered that offshore outsourcing is a global phenomenon that has driven growth in the contact center outsourcing market in Asia-Pacific and expects to continue to be the key driver for growth. Proximity to the West, cultural similarities within Asia Pacific and increased focus on outsourcing and offshoring by the governments in Asia Pacific are all expected to boost growth.
US companies using India as a back-office hub for their administrative functions has led the offshore outsourcing trend. Many enterprises today from not only the US, but also the UK have outsourced significant portions of their customer care functions to countries such as the Philippines and India. Contact center outsourcing contacts serviced out of the Asia Pacific region from these two countries has represented more than US $2.17 billion in 2005.
Shukla noted that as the contact center market in Asia Pacific continues to return strong growth, the demand for skilled agents increases in tandem. Since employment as a contact center agent is not perceived as a great career option in most parts of the region, available talent pools are lacking. In addition, inadequate compensation and incentives are leading to higher attrition and agents tend to move fast within the industry.
Frost & Sullivan recommends that outsources offer structured career paths and better incentives to reduce attrition. The firm also highlighted the need to train and coach agents and leaders in order to build a strong middle management team as a necessity to retain employees.
Data security and customer information issues have been a key area of concern for customers and companies alike and as a result, outsourcers in India and other offshore destinations are implementing stringent measures to ensure that data security is maintained. ISO and COPC (Customer Operations Performance Center) certifications, along with Six Sigma processes are gradually being adopted by outsourcers to increase the confidence level of customers and enterprises that outsource their customer information to the Asia Pacific region.
Wednesday, September 2, 2009
Contact Center Outsourcing Services
Customer Care Support balances improved customer satisfaction with reduced operation costs in handling various post-sale interactions including complex product and service inquiries, data privacy and security breaches, fraud management, crisis management, billing and credit issues, and product returns and reverse logistics.
People – Our people are the most important component of our approach. Our contact centers around the world are staffed with experienced, results-oriented teams that drive agent productivity and operational innovation. You will find a highly skilled global technology staff who ensure that daily operations remain stable and reliable. We also have recruiting processes that select, train, and retain the best customer service professionals to maintain and improve customer satisfaction. Our agents are further supported through focused training and retention programs that increase agent effectiveness.
Process – Around the world, our contact centers combine our globally consistent, customer operations performance center (COPC) compliant delivery processes with our standard technology infrastructure expertise to help you achieve your customer-focused goals. By clearly measuring the effectiveness of our processes both quantitatively and qualitatively, we provide the operational discipline to effectively manage operations within an individual contact center, across multiple sites or multiple geographies.
Technology – The technology component is a key enabler of the people and process components. Our global leveraged technology platform is built using products from key alliance partners and provides your business with superior functionality, reliability, scalability and security. Its advanced routing capability ensures customers are segmented by value and connected to the appropriate resource the first time, regardless of the interaction channel chosen by the customer.
Quality- All three of these components are strengthened by a Quality System that we have developed over the last decade and continues to enhance globally. Our Quality System is our set of management practices to ensure that our services, products, and solutions are reliably designed, delivered and supported at the claimed quality levels and continuously improved to meet changing customer and business requirements. To support the Quality System, we provide a comprehensive integrated framework comprised of dozens of market recognized best practices, regulation and standards. These Quality components are woven into the fabric of our global common processes to enable consistent delivery of services while complying with international standards for quality, security, privacy, and service management that protect the interests of our clients and their customers.
People – Our people are the most important component of our approach. Our contact centers around the world are staffed with experienced, results-oriented teams that drive agent productivity and operational innovation. You will find a highly skilled global technology staff who ensure that daily operations remain stable and reliable. We also have recruiting processes that select, train, and retain the best customer service professionals to maintain and improve customer satisfaction. Our agents are further supported through focused training and retention programs that increase agent effectiveness.
Process – Around the world, our contact centers combine our globally consistent, customer operations performance center (COPC) compliant delivery processes with our standard technology infrastructure expertise to help you achieve your customer-focused goals. By clearly measuring the effectiveness of our processes both quantitatively and qualitatively, we provide the operational discipline to effectively manage operations within an individual contact center, across multiple sites or multiple geographies.
Technology – The technology component is a key enabler of the people and process components. Our global leveraged technology platform is built using products from key alliance partners and provides your business with superior functionality, reliability, scalability and security. Its advanced routing capability ensures customers are segmented by value and connected to the appropriate resource the first time, regardless of the interaction channel chosen by the customer.
Quality- All three of these components are strengthened by a Quality System that we have developed over the last decade and continues to enhance globally. Our Quality System is our set of management practices to ensure that our services, products, and solutions are reliably designed, delivered and supported at the claimed quality levels and continuously improved to meet changing customer and business requirements. To support the Quality System, we provide a comprehensive integrated framework comprised of dozens of market recognized best practices, regulation and standards. These Quality components are woven into the fabric of our global common processes to enable consistent delivery of services while complying with international standards for quality, security, privacy, and service management that protect the interests of our clients and their customers.
Thursday, August 27, 2009
Offshoring by US companies surges: Survey
WASHINGTON: US companies are increasingly turning to off shoring their functions to achieve cost savings, and few plan to bring those jobs back to
IT
Top Indian outsourcing cos
Nine trends for IT in 2009
Cities that are IT hubs
the United States, the Conference Board said Monday.
The number of US companies with a corporate off shoring strategy in place more than doubled in the past three years, according to the fifth annual report on off shoring trends, published by Duke University in collaboration with the Conference Board.
Of the companies surveyed, 53 per cent had a corporate off shoring strategy in place, up from 22 per cent in 2005, said the Conference Board, a nonprofit business research organization.
"Sixty per cent of companies that had already offshore say they have aggressive plans to expand existing activities, and very few plan to relocate activities back to the United States," it said.
IT
Top Indian outsourcing cos
Nine trends for IT in 2009
Cities that are IT hubs
the United States, the Conference Board said Monday.
The number of US companies with a corporate off shoring strategy in place more than doubled in the past three years, according to the fifth annual report on off shoring trends, published by Duke University in collaboration with the Conference Board.
Of the companies surveyed, 53 per cent had a corporate off shoring strategy in place, up from 22 per cent in 2005, said the Conference Board, a nonprofit business research organization.
"Sixty per cent of companies that had already offshore say they have aggressive plans to expand existing activities, and very few plan to relocate activities back to the United States," it said.
Wednesday, August 26, 2009
Does Outsourcing Really Add Jobs To The US Economy ?
We've all seen the headlines: Outsourcing America; John Kerry Says He'll Put an End to "Off-shoring" US Jobs. Are Too Many US Jobs Going Overseas? But have we really stopped to look at the benefits of working with offshore companies?
In just over one year since Tele-Sales Force, Inc. began operations and subsequently launched TSF Call Center, Tele-Sales Force, Inc. has signed up over 25 customers including Sun Micro systems and People Soft, added more than a dozen US jobs (Executive Team, Controller, Legal Counsel, Sales Professionals, etc.) and perhaps most importantly, helped other US companies increase sales dramatically. According to Stephen Polinski of Genuine, "Tele-Sales Force, Inc. helped us understand our target market better, developed a value- based sales message, and then executed the telesales campaign. In just a few weeks, we closed a transaction worth $86,000 to our company."
Chad Burmeister, Co-Founder and CEO of Tele-SalesForce, Inc. said, "Just like enterprise software helped companies throughout the 1990's to reduce costs by millions, improve efficiencies, and help companies compete, Business Process Outsourcing (BPO) will become the next buzzword for the remainder of this decade. In our first year of operations, our company has proven that by taking a socially responsible approach to outsourcing, and focusing on jobs that US workers typically don't do as effectively, or do not want to do at all, we can add new jobs to the US Economy, not take them away." Mr. Burmeister also said, "We hired one local Account Executive that made about 100 telesales calls in the 10 months he worked with us. Our offshore telesales agents make more than 100 outbound telesales calls every day."
Additional value created by TSF includes: Identified and scheduled conference calls with decision makers at thousands of auto dealers which led to more than $800,000 in sales; provided 24 hour instant message support for a bank in Arizona to help them compete with B of A and other large banks; enabled at least three US companies to start a business using TSF call center as the backbone of their telesales operations; partnered with one US based call center in the past 60 days and already sold 2 seats for them.
The Scoreboard: Net US jobs lost: 0. Net US jobs gained
About TSF Call Center - TSF Call Center , world class call center, world class results, helps companies build a successful marketing campaign, monitor the campaign, and insure the best possible results. Additional services include complete outbound telesales campaigns, inbound call center support, and other back office services such as instant messaging, email support, and claims processing. The company is based in Southern California, has a sales office in Scottsdale, Arizona, a call center in Philadelphia, PA and a 350+ seat call center in Calcutta, India.
In just over one year since Tele-Sales Force, Inc. began operations and subsequently launched TSF Call Center, Tele-Sales Force, Inc. has signed up over 25 customers including Sun Micro systems and People Soft, added more than a dozen US jobs (Executive Team, Controller, Legal Counsel, Sales Professionals, etc.) and perhaps most importantly, helped other US companies increase sales dramatically. According to Stephen Polinski of Genuine, "Tele-Sales Force, Inc. helped us understand our target market better, developed a value- based sales message, and then executed the telesales campaign. In just a few weeks, we closed a transaction worth $86,000 to our company."
Chad Burmeister, Co-Founder and CEO of Tele-SalesForce, Inc. said, "Just like enterprise software helped companies throughout the 1990's to reduce costs by millions, improve efficiencies, and help companies compete, Business Process Outsourcing (BPO) will become the next buzzword for the remainder of this decade. In our first year of operations, our company has proven that by taking a socially responsible approach to outsourcing, and focusing on jobs that US workers typically don't do as effectively, or do not want to do at all, we can add new jobs to the US Economy, not take them away." Mr. Burmeister also said, "We hired one local Account Executive that made about 100 telesales calls in the 10 months he worked with us. Our offshore telesales agents make more than 100 outbound telesales calls every day."
Additional value created by TSF includes: Identified and scheduled conference calls with decision makers at thousands of auto dealers which led to more than $800,000 in sales; provided 24 hour instant message support for a bank in Arizona to help them compete with B of A and other large banks; enabled at least three US companies to start a business using TSF call center as the backbone of their telesales operations; partnered with one US based call center in the past 60 days and already sold 2 seats for them.
The Scoreboard: Net US jobs lost: 0. Net US jobs gained
About TSF Call Center - TSF Call Center , world class call center, world class results, helps companies build a successful marketing campaign, monitor the campaign, and insure the best possible results. Additional services include complete outbound telesales campaigns, inbound call center support, and other back office services such as instant messaging, email support, and claims processing. The company is based in Southern California, has a sales office in Scottsdale, Arizona, a call center in Philadelphia, PA and a 350+ seat call center in Calcutta, India.
Tuesday, July 28, 2009
Call Centers - Generate Revenue by Satisfying Customers
A call center is a physical place where customers are dealt by customer care experts, normally with the help of computer automation. Characteristically, a call center has the power to manage a high volume of incoming calls at the same time, to separate out calls and send on them to someone specified to address their concerns also to log calls.
These call centers are largely used by companies which are deals on telemarketing, product help desk, on line marketing, service providers, travel industries, and every large business organization that uses the phone to sell products or provide services.
A great call center is mainly depends upon some factors like efficiency, customer satisfactions and revenue generation. The efficiency or the ability to handle customers with effectiveness without wasting time, effort and expense can make any call center bonafide and adequate.
Every customers looks for quick and efficient answers to their questions and that is known as customer satisfaction services.
Customer satisfaction takes place when a call delivered the exact answer to the question placed by a customer, whenever they want it. Highly skilled customer care representatives can easily understand the fact that the customer does not perpetually enunciate what they want, sometimes one need to comprehend and should act effectively.
Now a days, the scripts are being provided to every calling agent for the purpose of saving time and also giving exact information’s to their customers. However, sometimes one need to understand or determine the reason of being contacted in first place to help him/her right way.
If customer representative can understand the exact concern of the customer, they can easily help them justly and this will produce a satisfied customer for any call centers.
To get revenue upon your investment you must have to satisfy your every customers in today’s World because customers are main asset of any successfully organization. As the revenue generation is the one and only bottom line of any organization and begetting revenues is impossible without satisfied customers and the more effective the call center, the more time is usable for the same.
To intact the bottom line you must find ways to satisfy your customers to grow your business. If you are unable to provide solutions for customer satisfaction services then the wise idea is to outsource call center services from quality call centers.
Tina Hope is writing articles for Call Centers India Inc. (CCI), a globally recognized call center services provider produce quality agents that serves quality service with little waste of time and energy. Inspired and impelled to satisfy customers’ needs effectively, ensuing to additional and continuous revenue for clients.
These call centers are largely used by companies which are deals on telemarketing, product help desk, on line marketing, service providers, travel industries, and every large business organization that uses the phone to sell products or provide services.
A great call center is mainly depends upon some factors like efficiency, customer satisfactions and revenue generation. The efficiency or the ability to handle customers with effectiveness without wasting time, effort and expense can make any call center bonafide and adequate.
Every customers looks for quick and efficient answers to their questions and that is known as customer satisfaction services.
Customer satisfaction takes place when a call delivered the exact answer to the question placed by a customer, whenever they want it. Highly skilled customer care representatives can easily understand the fact that the customer does not perpetually enunciate what they want, sometimes one need to comprehend and should act effectively.
Now a days, the scripts are being provided to every calling agent for the purpose of saving time and also giving exact information’s to their customers. However, sometimes one need to understand or determine the reason of being contacted in first place to help him/her right way.
If customer representative can understand the exact concern of the customer, they can easily help them justly and this will produce a satisfied customer for any call centers.
To get revenue upon your investment you must have to satisfy your every customers in today’s World because customers are main asset of any successfully organization. As the revenue generation is the one and only bottom line of any organization and begetting revenues is impossible without satisfied customers and the more effective the call center, the more time is usable for the same.
To intact the bottom line you must find ways to satisfy your customers to grow your business. If you are unable to provide solutions for customer satisfaction services then the wise idea is to outsource call center services from quality call centers.
Tina Hope is writing articles for Call Centers India Inc. (CCI), a globally recognized call center services provider produce quality agents that serves quality service with little waste of time and energy. Inspired and impelled to satisfy customers’ needs effectively, ensuing to additional and continuous revenue for clients.
Tuesday, July 21, 2009
Successful Offshore Outsourcing
1. Clearly define the scope and schedule of your project.
This might seem obvious, but any successful outsourced project always starts with a clear statement of what you are hoping to accomplish. Define your project requirements up front. Service providers need accurate, complete information to present you with realistic proposals and to quote you a reasonable price. Be specific about the deliverable you expect the vendor provide. Give vendors as much information as you can about what you need delivered and the way in which you need the work done. Also, be clear and realistic about your schedule requirements - project schedules can have a huge impact on project costs.
2. Evaluate a service provider like you'd hire a full-time employee
When you're evaluating proposals from service providers, don't be afraid to ask questions. Just like hiring a full-time employee, selecting a vendor is a very subjective experience. Check their references and ask for feedback from other clients who have used their services. Engage in a dialog - if you have any concerns about a vendor's specific capabilities, voice your concerns. Don't just stew about it and hope for the best.
3. Look for specific experience fit
Ideally, the service provider you select will have specific experience with the type of project that you're undertaking. You don't want to be somebody's "guinea pig." This is especially crucial when outsourcing complex technical projects such as software development. For example, if you're looking for someone to develop an application for the Palm PDA, make sure they've actually completed commercial projects on that platform for other satisfied customers. This advice holds true for other types of projects as well. If you need a business plan for opening a retail store, you'll get best results if the consultant you hire has verifiable experience in the retail sector.
4. Don't choose a vendor based solely on price
Though it might be tempting, never select a vendor based solely on price. Experienced buyers who have outsourced many projects and evaluated hundreds of proposals almost always recommend discarding the highest-priced and lowest-priced bid. Buyers report that their most successful projects are the ones where they felt the vendor offered a balance of good value and quality results.
5. Review portfolios and samples
Examine the vendor's previous work (their "portfolio") and make sure that their previous work meets your expectations for quality and style. If you've evaluated a vendor's portfolio, references and previous experience and are still unsure of their capabilities, consider asking them to do a quick mock-up or provide a basic outline of a work plan. A service provider who really wants to win your business might be able to give you a rough concept so you can better understand their approach to solving your problem. But never cross the line between asking for a mock-up and insisting that a vendor provide you with finished work "on spec." No qualified professional expects to work for free.
6. Start small
When engaging with a service provider for the first time, start with a project that is relatively small and simple in scope. This will give you a better idea of the provider's style and capabilities before you entrust a "mission critical" project to them.
7. Tie payment to clearly defined project milestones
Just as you should be clear about project scope, make sure that you define a work plan for your outsourced project with clearly defined milestones. Having scheduled checkpoints where you review the status of the project as it works toward completion-is an easy way to ensure that you meet your final deadline and that the final product meets your standards. Tie the vendor's payment to these milestones. A good guideline for IT and software development projects is to pay no more than 20% to 30% of the total project price up front, with the rest of the payments awarded based on the completion of 3 or 4 milestones.
8. Negotiate ownership of work up front
For any type of outsourced project, make sure that you are clear about who owns the resulting work product and any important components of that product. Make sure the service provider understands how you intend to use the deliverables that they are agreeing to provide. For example, the development of a custom software application for your personal use would be substantially different from the development an application that you intend to package and re-sell.
9. Don't forget about support after the project is complete
For technology projects, it's a good idea to specify a warranty or support clause so that you are assured of some amount of continuing support from the vendor after the project is complete. It's much easer to negotiate a support clause before the service provider begins work, rather than after the completion of the project. Even creative or business services can benefit from a support clause. Suppose you need some changes to a business plan based on feedback that you get from potential investors. Or maybe you find that you need that snazzy new logo delivered in a new type of file format. Specifying some amount of free support or negotiating discounted prices for future modifications can save you time, money and headaches later on.
10. Get it in writing
This might seem obvious, but any successful outsourced project always starts with a clear statement of what you are hoping to accomplish. Define your project requirements up front. Service providers need accurate, complete information to present you with realistic proposals and to quote you a reasonable price. Be specific about the deliverable you expect the vendor provide. Give vendors as much information as you can about what you need delivered and the way in which you need the work done. Also, be clear and realistic about your schedule requirements - project schedules can have a huge impact on project costs.
2. Evaluate a service provider like you'd hire a full-time employee
When you're evaluating proposals from service providers, don't be afraid to ask questions. Just like hiring a full-time employee, selecting a vendor is a very subjective experience. Check their references and ask for feedback from other clients who have used their services. Engage in a dialog - if you have any concerns about a vendor's specific capabilities, voice your concerns. Don't just stew about it and hope for the best.
3. Look for specific experience fit
Ideally, the service provider you select will have specific experience with the type of project that you're undertaking. You don't want to be somebody's "guinea pig." This is especially crucial when outsourcing complex technical projects such as software development. For example, if you're looking for someone to develop an application for the Palm PDA, make sure they've actually completed commercial projects on that platform for other satisfied customers. This advice holds true for other types of projects as well. If you need a business plan for opening a retail store, you'll get best results if the consultant you hire has verifiable experience in the retail sector.
4. Don't choose a vendor based solely on price
Though it might be tempting, never select a vendor based solely on price. Experienced buyers who have outsourced many projects and evaluated hundreds of proposals almost always recommend discarding the highest-priced and lowest-priced bid. Buyers report that their most successful projects are the ones where they felt the vendor offered a balance of good value and quality results.
5. Review portfolios and samples
Examine the vendor's previous work (their "portfolio") and make sure that their previous work meets your expectations for quality and style. If you've evaluated a vendor's portfolio, references and previous experience and are still unsure of their capabilities, consider asking them to do a quick mock-up or provide a basic outline of a work plan. A service provider who really wants to win your business might be able to give you a rough concept so you can better understand their approach to solving your problem. But never cross the line between asking for a mock-up and insisting that a vendor provide you with finished work "on spec." No qualified professional expects to work for free.
6. Start small
When engaging with a service provider for the first time, start with a project that is relatively small and simple in scope. This will give you a better idea of the provider's style and capabilities before you entrust a "mission critical" project to them.
7. Tie payment to clearly defined project milestones
Just as you should be clear about project scope, make sure that you define a work plan for your outsourced project with clearly defined milestones. Having scheduled checkpoints where you review the status of the project as it works toward completion-is an easy way to ensure that you meet your final deadline and that the final product meets your standards. Tie the vendor's payment to these milestones. A good guideline for IT and software development projects is to pay no more than 20% to 30% of the total project price up front, with the rest of the payments awarded based on the completion of 3 or 4 milestones.
8. Negotiate ownership of work up front
For any type of outsourced project, make sure that you are clear about who owns the resulting work product and any important components of that product. Make sure the service provider understands how you intend to use the deliverables that they are agreeing to provide. For example, the development of a custom software application for your personal use would be substantially different from the development an application that you intend to package and re-sell.
9. Don't forget about support after the project is complete
For technology projects, it's a good idea to specify a warranty or support clause so that you are assured of some amount of continuing support from the vendor after the project is complete. It's much easer to negotiate a support clause before the service provider begins work, rather than after the completion of the project. Even creative or business services can benefit from a support clause. Suppose you need some changes to a business plan based on feedback that you get from potential investors. Or maybe you find that you need that snazzy new logo delivered in a new type of file format. Specifying some amount of free support or negotiating discounted prices for future modifications can save you time, money and headaches later on.
10. Get it in writing
Friday, July 10, 2009
Call Center Outsourcing Guidlines
Contact center outsources can help to set your company apart from your competitors. With the right kind of call center outsourcing for small businesses you can reach your customers better with the outsource call center message you deliver and assist customers with an inbound call center that will bring them back to your business. Begin making the most of call center outsourcing by turning to a call center business to market your company.
Call center outsourcing companies can perform market surveys to find out you’re your customers want. Use a specialized outsource call center that has proven results with telemarketing efforts. Whether you use call center outsourcing providers fro marketing, as a help desk center or to direct client inquiries, make the most of call center outsourcing dollars with measurable results in a variety of ways.
1. Make sure you’re using the best call center operations.
2. Hire an inbound call center to get you on track.
3. Measure the results of your call center.
Action Steps to Smart Call Center Outsourcing:
The best contacts and resources to help you get it done
Avoid waste with good information about call center outsourcing providers
Outbound call center management can take up a good chunk of your budget so you should make sure that you are putting your resources into call centers that work. Through client surveys, and ultimately through your sales figures, you should have a good handle on the most appropriate outbound call center management for your company.
Bring in call center operations to increase sales
After the surveys and plans are in place, the next step is to find the best place to put your calling requirements. An call center outsourcing for small businesses can help sort though all the choices as well as design your marketing pitches and recommend other lines of communication that could help increase your business profitability.
Measure call center business results
Keep track of the number of calls taken by the inbound call center and make sure you get reports of the disposition of those calls to ensure that you're getting your money's worth from the vendor. With the right kind of call center operations, you can be sure that your resources are being used in the best way.
enter needs.
Tips for Effective Call Center Operations
Try a short-term contract with an outsourced call center if you're not sure the service can help your business. Look at the results before making along term commitment.
Call center outsourcing companies can perform market surveys to find out you’re your customers want. Use a specialized outsource call center that has proven results with telemarketing efforts. Whether you use call center outsourcing providers fro marketing, as a help desk center or to direct client inquiries, make the most of call center outsourcing dollars with measurable results in a variety of ways.
1. Make sure you’re using the best call center operations.
2. Hire an inbound call center to get you on track.
3. Measure the results of your call center.
Action Steps to Smart Call Center Outsourcing:
The best contacts and resources to help you get it done
Avoid waste with good information about call center outsourcing providers
Outbound call center management can take up a good chunk of your budget so you should make sure that you are putting your resources into call centers that work. Through client surveys, and ultimately through your sales figures, you should have a good handle on the most appropriate outbound call center management for your company.
Bring in call center operations to increase sales
After the surveys and plans are in place, the next step is to find the best place to put your calling requirements. An call center outsourcing for small businesses can help sort though all the choices as well as design your marketing pitches and recommend other lines of communication that could help increase your business profitability.
Measure call center business results
Keep track of the number of calls taken by the inbound call center and make sure you get reports of the disposition of those calls to ensure that you're getting your money's worth from the vendor. With the right kind of call center operations, you can be sure that your resources are being used in the best way.
enter needs.
Tips for Effective Call Center Operations
Try a short-term contract with an outsourced call center if you're not sure the service can help your business. Look at the results before making along term commitment.
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