Call Center Outsourcing Services

Call Center, itself, has an eminent role to play in such fast-paced business world. It very well offers several businesses and organizations a genuine way to interact with present and prospective customers. The world should be grateful to modern technology, because of which Contact Center Outsourcing is possible and also this has been a reason for the evolution of various Call Center Outsourcing services.

As a matter of fact, every business finds out the ways to lesser down the expenses and increase the chances of profit. So, if you want to save your valuable time and productive resources, then outsourcing your services to a BPO would be your best bet. And by hiring such a service, the business owners would be able to focus on their core competences.

The most vital advantage of offshore contact center outsourcing is the cost advantage which conceals in it the overall expense, that is, the overhead and the labor cost that is needed for setting up a contact center outsourcing. BPO services not only helps the businesses in trimming down the cost of labor and infrastructure cost but also helps to avoid the relative expenses which is confined in it to run an in-house call center.

It helps in increasing the bottom lines; that is, BPOs services also helps in increasing the profits of a business. In fact,call center outsourcing is also possible in raising up a business in all of its aspects - in terms of quality, performance, profitability and productivity.

This contact center outsourcing could also help you in saving your resources, as, by those services, one can save a lot in terms of manpower and infrastructure. No expense on training cost or on expensive software would occur. The resources could get utilized in the core business processes and to experience profits in that area.

When there is a considerable urge to upgrade the essential IT tools, turning to call center is one way to save money. This is because the cost of operations in managing and handling calls is lesser and cheaper. Outsourcing also gives an avenue from testing a plan and learn from it. Call center outsourcing metrics also involves call routing in better handling the clients in the customer service department.

These services offers the eminent businessmen a great opportunity to grow and reach up to a next level in their business. Be it tele sales or telemarketing, query handling or just providing an information, these center can make itself work out in all by fitting in any of the aspect of the company and work accordingly for its benefit and utmost profitability.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Outsourcing call centre services to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of Customer Care Services.

• 
• 
• 
• 
• 

The latest technology are very important in the call centers industry, Call center have two major sections first the inbound where calls are received for help services and the second is outbound where calls are made by agents mainly to sell products. Call centers are extremely popular now a days. The benefits of Call centers are unlimited. To make the consistency in the success and the growth of the call centers we can use these latest technology for Call centers.

These latest technology are as follows:

1. Automatic call distributors: All Inbound call centers need a system to process calls and other interaction types like email and chat, as necessary. Automatic call distributors or dialers are core call center systems to improve performance of these two underlying systems. Outbound call centers require a dialer to place and complete calls.

2. CRM: Call center servicing application is the second most important technology in call centers. Agents use the servicing application to respond to customers with an understanding of their relationship and value to the enterprise. Call center agents also use the servicing application to document customer issues or requests and steps that were taken to address those issues. This creates a record of interactions that can be accessed the next time the customer reaches out for help.

3. Campaign management system:Inbound call center organizations require a campaign management system (CMS) to let the dialer know whom to contact, or to produce a list of phone numbers or email contacts. A more sophisticated CMS will allow agents to record how each customer has responded to a given campaign.

4. Call recording systems: All sales contact centers and many customer service environments – inbound or outbound – require recording systems to capture all interactions so that they can be replayed if there is a question about an interaction. Some organizations just capture calls; others capture both the call and related screens used to service the customer. The most sophisticated recording systems capture all interaction types, not just calls.


5. Interactive voice response systems: Speech recognition systems are self-service tools that automate the handling of incoming customer calls. Advanced interactive voice response (IVR) systems use speech recognition technology to allow customers to interact with the IVR by speaking instead of pushing buttons on their phones. IVR/speech recognition systems can help companies keep their costs down and often automate the handling of 40 to 85 percent of all incoming customer inquiries in industries, such as retail banking, credit card, brokerage, insurance, health care and utilities. Some enterprises also claim that IVR/speech recognition improves service quality, since an automated system can be available when live agents are not on duty. An increasing number of outbound call centers – particularly those doing collections and sales -- are using IVR systems to increase their effectiveness and productivity.

6. Workforce management software: It is used to forecast the volume of calls (or other interaction types, like emails and chat sessions). Workforce management (WFM) software can help call center outsourcing managers schedule the optimal number of agents to meet projected needs, taking into account agent breaks, training classes, planned vacations and unplanned sickness. WFM software can automate the process of determining the number of agents that must be hired to ensure that customer transactions are handled at a specified service level. WFM is considered essential for inbound call centers with 100 or more agents or smaller centers that are complex, operating multiple sites and/or handling a variety of interaction types. Recently, outbound call centers have also started to use WFM.

7. Quality management applications: These are used to measure how well call center agents adhere to internal policies and procedures. These applications are increasingly considered mission-critical for inbound call centers, as they give management insight into call center performance. Quality management (QM) applications are starting to be used in outbound call centers and will eventually become as valuable in those environments as they are in inbound centers.

8. Computer telephony integration: Connects the ACD to the servicing or CMS application. At the most basic level, it delivers a "screen pop," bringing up the customer's account on the agent desktop when it delivers a call. This saves the agent from wasting time looking up customer information and it saves the customer the aggravation of having to provide redundant identification or account numbers. CTI is a major productivity tool for many call centers. 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.

• 
• 
• 
• 
• 

In order for today’s companies to succeed in an ever-changing and highly competitive market, an effective and efficient call center is essential. As communications technologies continue to develop at a very rapid pace, so do the customers’ expectations. Customers expect the best and fastest response from courteous, efficient, and professional customer service representatives.

The need to have a strong communication link between the company and its customers is driving most companies today to establish their own centralized call centers. Some small- and medium-sized enterprises are unable to meet the demands of establishing their own inbound customer support centers. Thus, they turn to utilizing the inbound call center services of offshore companies.


There are a large number of call center services where companies can outsource their customer telephone contact operations. These call center service providers offer competent and professional inbound and outbound call center services utilizing modern and state-of-the-art telecommunication technologies to meet the needs of their clients. The wide range of call center services—including voice, email, fax, and live chat support—all have one specific purpose. That is to serve all the communication needs of a company.

For a call center to be both productive and profitable, it must be able to satisfy the needs of both the company and its customers.

• 
• 
• 
• 
• 

It is a continuous thought priority to all call centers to know how they can save money in their contact centers and throughout their operations.

Few tips which is step by step to go for the cost reducing

Make a Team: Make a team which will do the review. Because call centers efforts are heading for at customer service, process improvement and potential cost reduction, form a team that can bring different disciplines to the process. Also include general training and quality training, human resources, center scheduling, telecom traffic, IT, marketing, and returns and replacement if all of these areas are within responsibilities.



Take the opinions and input of all of team members. Challenge them to assess how things could be done differently, and make them answer the question, “How can costs are reduced without lowering the standard of customer service?” These meeting we can keep in the starting of the year to set up the target.

Marks the Achievements: By marking your achievement, it will be indicator to know the performance measures up against set standards and plans. The major achievements include contacts per hour; service level; abandon rate; attrition/turnover rate; call-handle time; talk time; after-call work time; contact-to-order ratio; transaction volumes for Internet, phone and mail; non-phone volumes and others.

Review: Labor’s cost, quality and availability is becoming an issue for many call centers, particularly in seasonal businesses where the selling curve is more compressed. Review advertising media costs and results, and exchange information with other human resource departments. Review pre-hiring testing, employee selection criteria and practices. By review process we can know the possible improvements and cost reductions for the process. It will help us to know more about a place for temporary agencies rather than relying completely on in-house hiring.

Revenue Generation: As part of their mission, many contact centers are charged with becoming revenue centers in addition to taking orders and providing customer service. By revenue generation reports we can show about success with cross-selling, up-selling, outbound selling and increasing the company’s average orders. It will be really help full for the cost

• 
• 
• 
• 
• 

Call center outsourcing services offer round the clock services to the clients and their customers. They address the grievances of customers, take their feedback and answer the calls involving technical assistance and resolution of queries. A call center team is accountable for customer support, the deployed technology, and your business process they have undertaken.

Managing an outsourcing call center is not easy. There is so much to handle in terms of people, technology and infrastructure. For instance a call center management has to ensure that they meet the requirement of respective project of the company they have signed SLA with. They have to keep proficient agents handy as they are always running short of them because of attrition. Their technology should run to the last and have extra back-up just in case if something goes wrong and the list counts on.

The fundamentals of successful call center outsourcing are many. We have managed to narrow down the list to few which according to us, are the most important ones.

Streamlined Process

The Process Managers are the ones who could organize the process to the tip with all the requirement in place. They are the ones who can align the resources and manage the manpower in accordance with the requirement. They should have experience and expertise in varied domains and streams of industry. They should be well qualified and trained professionals.



Training

Call center agents should be trained and keep updated on the projects and products as their managers. After all, they are the ones who have to speak to customers. They should know about the particular product or services and competitors so that they would be able to answer any question or response coming along in the way. Staff is the true image of any company and a well trained staff can yield in good results and leads for the company resulting in good market reputation for the call center.

Infrastructure & Facilities

To have a well trained and dedicated team, as management you need to know what they want. A better and happy environment leads to more productivity in staff. Management should reward the workers with incentives and bonuses to show the appreciation towards their work. It should also be careful of their comfort and basic facilities such as clean work stations, cafeteria and transportation. Their should always be endeavors to motivate workers as well.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Outsourcing call center services to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre.

• 
• 
• 
• 
• 

Call center outsourcing has taken a major shift. It is no more that ages old service that only takes calls and content with customer satisfaction. They are marking their presence in every field now. Be it call center services, technical support or web enabled services. They are tuning themselves to the new trend of industry. Evolving from mere lead generation support and customer service, call center services have lot more to them now- a better, brighter and promising future.

The advent and introduction of state-of-the-art techniques, quality assurance policies, wireless technologies and functionality has made outsourcing gearing up to new level of businesses needs and trends.

Gone are the days when business owners thought that call center outsourcing means compromised quality and never ending wait and excuses the deadlines. Here, comes a really pleasant surprise for you. Now, competitive prices meet excellent quality and strict parameters of time. Whatever you have been agreed upon in SLA, is bound to be completed within the given time frame and unmatched quality.

• 
• 
• 
• 
• 

From a small enterprise to Fortune 500 companies have bore the brunt of recent volatile financial crunch known infamously as recession. Now, when they are still emerging from under clouds, decision makers are forced to revamp their mammoth strategies and weighty infrastructure.In this scenario, they have once again found themselves turned to call centers in hope of refuel their panting businesses. Call centers have been known to modify businesses by altering them to more efficiency and making them more productive.

Businesses of all sectors such as - retail, credit cards, banking, finance, home based entrepreneurs, healthcare and hospitality are happily hiring them and utilizing their unrivaled combination of on-site, off site and offshore resources. Call centers are also providing services in core IT such as software development, IT consultancy and product engineering services.

From services like back-office outsourcing, technical support, analytical services, Finance and Admit, call center outsourcing services comprising inbound call center and outbound call center services, research activities, market surveys etc are providing the desired growth to the companies in reduced costs. With them, companies do not need to hire or recruit new workers, set up their own in-house call center which takes colossal management time, establish altogether new infrastructure to accommodate new team or increase finance on surplus charges such as their salaries, PF, pensions etc. Companies save costs and increase productivity as the existing team can dedicate their office hours on more productive issues such as new product launches, understand market and consumer needs to name a few.

Showcasing the best of technology and adapting new trends of market, BPO places special emphasis on providing services of international standards. They go through various routes of quality monitoring to assure that you only get the best and nothing else. Internet and power come through multiple providers and strata. You get to be in touch with an expert project manager so that you do not have to waste time again and again speaking with team members. You brief and sign an SLA stating what you need and be worry free of your business needs.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and call center services to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call center services.

• 
• 
• 
• 
• 

The market demands of Indian call centers have grown by leaps and bounds. Indian call centers have pioneered the fields of inbound call centers, outbound calls and web enabled services. Inbound call center tackles the incoming calls made by customers regarding products or services of respective company. This could involve technical support, order placing, customer feedback, query, suggestions to improve services or complaints whereas outbound calls are made by call center agents to increase the awareness of newly launched products or generate leads to increase sales.

Call center outsourcing has extended its realms from trend to necessity. Bigger companies where customer services are seen as fanaticism, hiring a call center becomes mandatory. In smaller or medium enterprises where customer services are a must- have to increase the popularity of the services; call centers become the back bone of the organization. The benefits and advantages of call center services are immense and varied.

The importance of call center outsourcing is as follows:

1) Cost -effective: Surveys have revealed that services of call center cost you less than half than on-shore vendors.



2) No Compromise on Quality: Offshore vendors have seen to be more strict and devoted to quality processes. For them, quality maintenance becomes the question of pride and reputation. They deploy CCTVs, call reporting, call monitoring and software like call tracking to ensure that you and your customers get the best.

3) Secured and Safe: Be it inbound call center or outbound support, call center management ensure the physical and digital data security of your information entrusted in them. Data cables, storage devices and USB are strictly prohibited by them. You just relax and watch your business grow by giant steps.

4) Customized Services: You can handpick some of the services, you think your budget allows or your business needs or just for the start. You can change your ordered package and pricing any time you wish. You can also choose the number of agents you would like to hire for the process or increase or reduce it according to the demand of business and market.

5) Capabilities: Indian call centers have the potential to handle the work flow of any volume. The agents and processes are designed to offer quality and result driven services at any time of the day and under any situation.

6) 24/7: Call center outsourcing services are provided 24 hours a day, seven days a week throughout the year. With them, you do not stand a chance to miss a single opportunity of interaction with customer or to promote your business.

Read More: http://hurl.no/4d9

• 
• 
• 
• 
• 

Indian BPO services have been admired, appreciated and have the credit of fastest emerging outsourcing services. India has been named as popular and trustworthy outsourcing hubs thanks to low business risks, higher competency and low infrastructure costs. Offshore call centers of India deploy manpower that is low in wages but highly skillful and also technically strong. The developing economy and supportive government policies have increased the worth of Indian call center outsourcing services.

The services provided by call center outsourcing services are:

1.Product launching Campaigns:Outsourcing services can be the right step to launch a product as their telemarketing and callings services can help you to reach masses at even remote places. Call center outsourcing services can also reduce the turnaround time of launching new products as by allowing you and your in-house team to concentrate on core functioning needs of business rather than spending time on time consuming management needs.

2.Sales: The tele-sales team can help you to generate qualified leads, setting and scheduling appointments with them and thus, ensuring good leads in the process. With the team you can also plan sales framework for the products.

3.Telemarketing: This outbound telemarketing services of call center can bring an awareness about your product and increase its visibility in the market. Good telemarketing services can enhance the brand esteem and value in the market.

4.Research and Surveys: Surveys are conducted under the aegis of expert guidance to map the layout of products and services. Research can also be carried out to understand the interest of market.

5.Order Processing: This includes order taking, order tracking and order dispatch services.

6.Life-cycle Management: Call center services are holistic and can be hired for the entire product development cycle.

7.Sales Conversion: Their telemarketing and sales support provide solid spur in sales. Also, you can see the conversion rates and witness it with the performance track sheet provided by call center on weekly basis.

8.24/7 Services: The Indian call centers have unlimited advantage of ideal 12 hours gap. That is why they have been able to provide services on 24/7 @ 365 days.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and call center outsourcing to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services.

• 
• 
• 
• 
• 

Call center services are the favorite resort of many industries wanting cost effective and quality based option for their expanding and extensive needs. Call center outsourcing services have become house hold name for the industries thanks to the capabilities of handling tons of work load, multi-skill sets and diverse domain expertise.

In a recent survey it was revealed that U.S. tops the name of nation that is doing most of the inbound call center or outbound services to outsourcing hubs like India. With the ongoing craze of being global and diverging economies, call centers have become a medium to drive business.

In call centers, quality is the mission and a statement that cannot be compromised. To maintain quality, the agents are regularly monitored and kept under remote surveillance as well. Their 24/7 services help you to be in touch with your customers at any given point of time. The inbound call center services are of great help in answering calls from customers across the world where as outbound call center can help your products to reach in remote place by telemarketing.

Call centers are value driven offshore software models that can increase ROI by cutting down the operational costs. They eliminate delay in product launches by reducing turnaround time. Also, they have been really efficient to enhance the scope and efficiency of services. Echoing with the goals of business objectives, they work as an extension of your business.

Contact center act as a platform for diverse skills, man-power and latest technology resulting in:

Significant cost reduction - up to 70 percent
Reduced time to product launch in market - up to 50 percent

The collaborative approach of marketing and customer services and flexible deliverance models, deep and diverse technology expertise of call centers can be a sure-shot assurance of results. Total customer commitment and quality services are the motto of every customer contact center. Mostly, they are team of young, passionate and energetic professional supervised by experienced leaders and management. To keep the team updated with latest tools, technologies and market insights, regular training and workshop are organized.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of call center outsourcing and inbound call center to help them serve you better.

• 
• 
• 
• 
• 

Some companies are realizing that their call center staffing processes are not only inefficient, they are also very costly. Many are seeking an alternative and are turning to RPO (Recruitment Process Outsourcing) as an option. Recruitment process outsourcing (RPO) is a growing trend in which companies outsource all or part of their hiring functions to find better-quality people to staff your call center. RPO can be used successfully to fulfill a range of hiring needs for organizations; and is particularly well suited to call centers. Specifically, RPO delivers benefits for call center services that include sourcing higher-quality candidates, improving fill ratios and “show rates”, decreasing turn-over, and reducing hiring costs.

Recruitment Process Outsourcing (RPO) is a form of business process outsourcing (BPO) when an employer outsourcers or transfers all or part of the staffing process to an external service provider.

An RPO engagement can be structured in one of three ways depending on the needs of the company: Enterprise, Selective or Project RPO.

In Enterprise RPO, the partner manages the entire process across all skill categories and all locations. Selective RPO involves managing a subset of locations or a subset of recruiting processes, such as sourcing, screening, interview scheduling or offer letters.
In Project RPO, the RPO provider delivers hires for a one-time hiring project.

In all three scenarios, a dedicated RPO team works directly with the hiring manager to create a tailored program to meet the call center’s specific needs. The team can work on-site at the client’s locations, off-site in its own facility or a combination of the RPO Benefits

Organisations that partner with RPO specialists can realize a range of significant and sustained business benefits, all of which can be measured.

These benefits include--

Securing the best talent: Competition for the most talented individuals is increasing. Organizations need to secure the best people quickly and efficiently to help them build competitive capability.

Cutting recruitment costs: By transforming processes, utilizing best practice, and replacing a fixed cost base with a variable charging structure, RPO can significantly reduce the cost of recruitment.

Removing the administrative burden:RPO providers take on the burden of operational recruitment activities, making organizations free to focus on value-creating and strategic activities.


Delivering higher quality services:There are many stakeholders in a recruitment process; through improving processes and measuring experience and outcome, RPO providers can demonstrate highest quality services.

Mitigating operational risks:Risks come in many forms, and the expert knowledge of an RPO specialist can help organizations mitigate the risks associated with an inability to scale their business operationally to meet changing market demands, and the risks of non-compliance to legislative and regulatory change.

The more sophisticated and experienced RPO providers will also have a system of “forward-looking” analytics to ensure that hiring goals will be met for each “hiring class.” This predictive process analyzes how many candidates are in the pipeline.

How to hire an RPO provider

If you think an RPO partner could measurably improve the quality of your call center hires while containing costs, research several firms and choose carefully. The field is expanding quickly but there is a wide range of experience, knowledge and track record of success/failure. Specifically, you may want to ask potential providers some key questions, including--

How many RPO clients do you have?
How many hires do you support annually?
What experience do you have with call centers? And what types of call centers?
What percentage of your clients is reference able?
Are your recruiters dedicated to one client or do they work on multiple clients at the same time?
Do you have the flexibility to scale up and down as my needs change?
What is your client renewal rate?

As call center recruiting, hiring and retention remains a challenge for many companies, RPO is emerging as an important option. With turnover down. Significantly decreasing costs -- an increasing number of call center and human resources professionals have embraced RPO as an innovative strategy and a smart business decision.

• 
• 
• 
• 
• 

India has many advantages to its credit for call center outsourcing services. Call centers India have emerged as tremendously successful ally to the companies. The geographical location and diversity of India has actually benefited the outsourcing industry. The number four reasons why business owners come to India are mentioned below:

1) Quality services at low cost
2) Cutting edge technology and unlimited resources
3) Speedy service on 24/7 basis
4) Multi skilled man power with proficiency in foreign languages

Why India?

The call center outsourcing of India are inexpensive not because they compromise in quality. If you observe, they are far better than their outsourcing counterparts. The ideal 24/7 hiatus and vast population of career oriented youngsters with high level of proficiency in English, make India a popular outsourcing destination.

The government policies are also favorable for IT and outsourcing industry. Along with the development of IT parks with state of the art infrastructure facilities,the government has initiated the policy of free export of capital goods and tax exclusion on IT enabled services and ITES export. The favorable spread of internet and telecom facilities, have spurt the growth of call centers of India.

Call center in India provide services under two sections:
1) Inbound call center services
2) Outbound call center services



Services of call center in India include:

1) Click to Talk: This is a facility given by call centers on your website where a visitor can leave his number so that a call center agent can contact him later on convenient time.
2) Seminar Registration: Registering visitors on the behalf of your company.
3) Lead Generation Program: Identifying potential leads and then positive follow up.
4) Customer Service Relationships: Follow up, telemarketing or call answering to resolve their queries or complains.
5) Direct Response: Order taking and appointment setting by managing telephone calls.
6) E-mail Response: Quick and prompt response to customers through e-mails.
7) Help Desk Services: Help desk support for companies
8)IVR: Computer operated touch phone telephone for company to resolve the queries of curious customers
9) Live e-mail and Chat services: A web enabled service in which a call center agent interacts with website visitor
10) Order Processing: This process includes order taking and tracking it till it is delivered.
11) Up and Cross selling services: Selling additional product to customers.
12) Outbound Telemarketing Services: Telemarketing services to promote customers

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services and Call Center Outsourcing.

Read more:Click

• 
• 
• 
• 
• 

What does a customer expect from you? Do you have any idea the answer is real simple and not equivalent to complex rocket science, pastry preparation or brain surgery. Your customers just want you to understand their needs. They just want you to listen and resolve the complaints they are having because they selected your product instead of your competitor. Is it that difficult? You know it is not. It is just the time and volumes of call that often cause the persistent and annoying delay to respond.

At that time, inbound call center outsourcing comes to your rescue. The services of inbound call center can help your company to acquire a respectable position in the eyes and minds of customers. They help your customers to acquire accurate and complete information of your products or services. The training, regular monitoring and guidelines from the seniors help the recruited Customer Support Representatives to remain calm in even most aggravated situations and get the desired information from the customers without complicating the situation any further.

Along with that, there are some inherent smart qualities that are nurtured and nourished within agents by the managers and supervisors to help them maintain cool to tackle the customer well and get the way out for particular information that could lead to resolve of the issue.

1) Calmness: They do not shout even when they are at the receiving end of shouts, odds and ills even if he is one who is not related to your product anyhow except the recruitment.



2) Politeness: They are polite yet free for any kind of sycophancy that appeases the customer without irritating them.

3) Ears for Desired Details: Whatever the customer is saying may not be relevant to the details, instead of things like your birth date, year of purchasing the device or extent of malfunction are. They are taught to fetch whatever they will need and leave the rest.

4) Thankful Nature: Even if you have been venting your frustration out on them, they have the instinct to thank you to show that you have been patient enough to call them.

5) Specificity and Sensitivity: Call center outsourcing service providers train their agents in a way so that they can identify a particular situation and sense the sensitivity of a situation. This helps them to induce speed up the recovery process further.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better.

Source:Click

• 
• 
• 
• 
• 

Cost effectiveness and quality of outsourced call center services are much talked about. Irrespective of needs, requirements, types and sizes of the businesses, call centers have excelled the expectations of their clients and demands of market.

For a smooth run of your business, outsourcing to some extent has become mandatory. Call center outsourcing services have always been there when you needed them to increase the productivity, meet the ever changing and growing needs of your business and be in touch with your precious customers on 24/7 basis. Even if it were for technical support or remote assistance in real time, call centers and their workers deployed their skills, resources and technology to your aid.



Their up-selling and cross selling techniques help to sell more by convincing the customers to purchase value added extra benefits or discounts with the main product.

For product promotions, getting sales lead and business development through telemarketing, outbound call centers have worked to spread awareness and increase your visibility in the eyes of customers. Client interaction through telephone communication, chat, IM, email and faxing increases the credibility of customers on your products. Being in touch with your representatives enables you to create an efficient and ‘always available’ image for them.

With the revolution of call center scene with advanced technology and monitoring techniques, call centers are now laced with all inclusive options to promote the growth of your services. Services like predictive dialer, IVR, call tracking, and call details reporting services help to create a database that can boost your sales figures.

Call center workers address your extended business needs. You do not have to initiate recruitments, wait for an ideal candidate to come by or waste valuable time and money to train them the niceties of your business. You just hire them and send one of your representatives for a day or two to let them know what you want from them. You can choose to send a manual online as well. Call centers increase your ROI and decrease your costs. Moreover, they increase the productivity of your team by letting them concentrate on the core and strategic parts of business.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services and Call Center Outsourcing.

Source:Here

• 
• 
• 
• 
• 

Outsourcing call center services have made lives of many business owners easy and their businesses successful. Inbound call centers have enabled and facilitated customer services and sales for businesses regardless of their size and types. Who are still perplexed over ‘To outsource or not to outsource’ here are some quick points to go over.

Services of Inbound Call Center

1. Product Information or Resolving Inquiries/Queries/ Problems
2. Order Processing and Tracking
3. Generating inbound sales leads
4. Call Answering Service
5. Technical Support
6. Appointment Scheduling



Why Inbound Call Center:

1. You get skilled and professional customer support on 24/7 basis.
2. Your market penetration is improved.
3. Quick turnaround time for new product launches
4. Work simultaneously with your existing team
5. Rapid response time
6. Strategic expertise of account management

Some of the Few Benefits of hiring an Inbound Call Center

1. Increased Revenues, Sales and profits
2. Reduced costs
3. Increased productivity of in-house team
4. Increased number of Qualified Leads
5. Increased customers
6. Infrastructure cost savings and reduction in overhead costs as you are spared from investing money on expenses like office space, equipment etc.
7. You do not need to develop in-house customer call center and recruit professional and spend money in recruiting or training procedures.
8. You can leverage best practices, mindsets, resources and technology for your benefits.
9. Up selling and cross selling services increase your profits.

What you should consider while hiring an Inbound Call Center:

1. Price: They should not compromise quality over quantity and costs. An ideal call center is cost neutral but has quality approach in work.
2. Experience: A call center should have experience and expertise to handle same work profile as yours.
3. Good Rapport: Check for references from their existing clients.
4. Representative: Their agents should be well versed in English and market updates.
5. Reporting measures: You should be in driver’s seat. You should be getting all the performance tracking sheet in simple excel format on weekly or fortnight basis.
6. Data Security: They should have proper monitoring methods to ensure the confidentiality of your data.
7. Work volume: Their agents should be well trained to handle work load irrespective of volume of call.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call center outsourcing and Offshore inbound call center to help them serve you better.

Article from:Click

• 
• 
• 
• 
• 

Customer services have become an integral and inseparable part of any organization. Every company has shifted its focus to cater the needs and expectations of customer to ensure the smooth flow of its business. In this economically unstable times and high volatile competitive market, inbound call centers services of call center have been able to create mileposts because of this sudden inclination towards customer satisfaction. Many countries are now called as the call center outsourcing countries. However, among of them call centers in India have surpassed the expectation in terms of cost effectiveness, quality oriented services and skilled resources.

Call Centers of India deploy large resources of advanced technology and state- of –the art infrastructure. The vast population of English speaking graduates, compliant rules of outsourcing of government and world class telecom infrastructure come as an added advantage. Working as call center agents they answer your call promptly, efficiently and in professional manner.

With inbound call center services you do not have to worry about missing even a single call. The inbound customer services are there working for you to help your customers on 24/7 basis.

The inbound call center services of call centers in India benefits you by:
1) Providing increased sales
2) Increasing Profitability
3) Reducing costs of each process
4) Enhancing Productivity
5) Generating potential leads
6) Increasing customer satisfaction by skilled customer support executive
7) Generating Qualified lead
8) By improving market coverage
9) Reducing the turnaround time
10) Accelerating market response

Services provided by call centers in India have leveraged organization success and added dynamics to its behavior. The flawlessness and positive eagerness of customer support executives to support customers have made them a mandatory part of any organization.

Inbound call center services mainly consist of
• Phone answering services
• Additional services of up-selling & cross-selling
• Claims and order processing services
• Product information services
• Healthcare answering services
• IVR
• Virtual Receptionist Support

Outsourcing your inbound customer support to India helps you to attain goals and objectives of the organization. Their services maximize your return on investments and increase the database of customers.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call center outsourcing and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call center.



Read more: Click

• 
• 
• 
• 
• 

In a recent survey it was reported that about three percent of participants discarded the services of a company of which they considered themselves as loyal customers because of a negative experience with staff member, almost 30 percent of participants admitted to feel that they are not being treated as valued customers by the company. The reasons behind dejection were either the misbehavior of staff or negative response of the representatives of the company.


Here, one thing which companies need to understand is that with the expansion of their company, the responsibilities of team also increase. They start working in pressure and if, they have to handle the calls of customer their work load increases double fold. The up selling and cross selling, telemarketing services become onerous and time consuming that in consequence, affect the productivity of in-house team.

For all these problems, call center services come as rescuer. They do telemarketing for you; schedule appointments, attend customer calls on your behalf irrespective of volume and recognize the needs and demands placed by customers. Be it work of inbound call center or outbound call center services, call center outsourcing helps in achieving your sales goal, increase your conversion rates and reduce the burden of your in-house team that result in increased productivity and more results.

Call center agents have special skills that are continuously honed by training. Some of the unique call answering specialty that you will only be able to experience with call center agents are:

1) Time Machine

Call is answered in first ring itself. No waiting or no call back promises until the problem is too complicated to be solved by an agent or beyond the area of concern of executive. No time wastage of client. The customer feels good and you too as your sales boom.

2) Greet Sweet

They greet customers with friendly smile and talk pleasantly with callers giving them time to respond. They talk in cheerful mood and are courteous to the customers.

3) Always there to help

No matter how big or small the problems of customers, the agents do their every bit to please them and solve their queries without being interrupter.

4) Listening is the key

Call center agents are taught to listen and understand the customers while responding in a way that do not interrupt them.

5) Knowledge of market

The agents are trained properly about your products and market positioning along with the competitor’s product. This gives them a fair idea of your products and features.

6) The Closing Call

Closing of call is as appropriate as the beginning by call center agents. They are formal with interaction and treat customers as valuable asset to your company.

Article : Click Here

• 
• 
• 
• 
• 

“A leader is one who knows the way, goes the way, and shows the way”.

The above saying stands true in every case of leadership and when it comes to call center leadership, the relevancy and importance of call center. A leader navigates his team through all the odds of call handlings, beat their stress with his motivational way and tell them how to achieve results and success.



Most importantly, a call center leader is DRIVER of the Performance of his team. A call center leader can infuse positivity, work enthusiasm, team spirit or passion towards work or can be cause of negativity, lack of interest towards work. He can bind his teams together or can contribute in much worried about attrition rates. He can bring great recognition and rewards for the team.

Call center services providers have tough shifts and odd work-timings. A call center leader should create opportunities for the agents to vent out their stress and pressure for a better work environment. He should be accessible whenever he is needed for guidance and help by them.

A team leader may not be an expert but should be a motivator. He should know the true potential and capabilities of his agents as a team and on an individual basis and try to enhance them. He is a supporting pillar of the team and guiding light and should be positive in every situation of bliss and adversity.

• 
• 
• 
• 
• 

Call center outsourcing has proved its benefits and advantages for industries. It has opened up many gateways of success and outputs for companies at affordable rates. Call centers be it inbound call centers or outbound work 24/7 to create an uninterrupted bond with customers that eventually transforms into profitability for your business.

Apart from the well known cost benefits of outsourcing call centers services, you never have to compromise on anything. Neither on quality nor on quantity because your representatives of call centers work dedicatedly to make things work out for you on the behalf of your company.

Call center outsourcing services by improving customer relations and resolving queries or through telemarketing consolidate your brand image in the minds of customers. Hence, you get increased sales percentage. Thanks to their lead generation and analysis service, you get qualified leads only that help to increase the conversion rates. Moreover, your team does not have to spend most of the time to search good leads that creates so much of space for them to concentrate on issues that are more business relevant.

You use the resources of call center and utilize their best of minds and skill sets for the growth of your business. You do not spend time or money to cater the need of extra infrastructure or recruitments and can still ensure the growth of company and productivity of your team.



Call center agents are highly qualified and experienced. They utilize their work experience of many years for you and your organization. Their communications skills are strong and effective to convey and persuade the customers about your products.

Call centers offer comprehensive and varied services. Ranging from inbound - outbound call center services, telemarketing to web development, SEO and social marketing services they work to provide leverage to your business. The e-commerce services of call center increase the awareness and visibility of your product.

The entire work process of call centers is seamless and their escalation procedures are designed and streamlined to provide real time support to your consumer.

With the help of call centers your business looks more professional and become more result oriented.

About the Author:
Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call Center Outsourcing and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services.

Article Source: Click

• 
• 
• 
• 
• 

Call centers have become a craze among youngster. One could find a teenager to mid level professional working at call centers but as they say all that glitter is not gold, call center jobs could be lucrative and cumbersome at the same time.

The business process outsourcing industry mostly caters solution to numerous service related sectors such as airlines, pharmaceuticals, credit card companies, dentists, cellular service companies and cable and internet providers. Call center could provide inbound call centre services or outbound. In outbound process, an agent has to call a potential customer and inform him about the knowhow of a product whereas inbound services deal with incoming calls, emails or SMS services related to a product or services. An outbound call center job could be tediously repetitious owing to the nature of job. The life at inbound BPO is challenging and demands much more attention and presence of mind. An agent has no idea of question; query or feedback a caller would talk about next. The process timings of contact centers are 24/7. Calling people with the same script, resolving their issues regarding a product and working at a 12 hours gap can drain out a person mentally, socially and physically. Therefore, a time to time rigorous training is conducted for them by their supervisors. Motivation camps, entertainment games, fun meetings are scheduled on a regular basis by the management.

BPO industry is known for their hospitality towards their employees and clients. For clients they save labor, costs and time while providing each and every facility to their staffs. Be it free lunch, a pick and drop facility, internal promotions on performance levels, in house gym or other entertainment facilities. Even if you are working as back office staff or an agent or in IT department of call centers, this job requires sitting and speaking for long hours and schedules. Moreover, customers can be really unpredictable. One needs to be really patient and polite while answering them.

The good news is that call centers hires people who are fresh, inexperienced and good in English. The starting salaries may vary but agents get hike very quickly on the basis of their performance. The compensation per project is also very hefty. So, with a job as an agent, one could be assure of financial security.

Article From: Source

• 
• 
• 
• 
• 

The trend of outsourcing call center services and operations is on the rise. The strategy of outsourcing business needs at minimal required expenses is seeing the best of times. In a survey, it was revealed even now, when call center outsourcing is at its extreme cost drives the decisions of key potential leaders of an organization. 65.1 percent of the participants from various North American organizations were outsourcing because their call centers were providing quality solutions at affordable rates. In this survey 41.3 percent said that they are outsourcing because their in-house team was unable to handle the workflow. 27 percent cited the 24/7 contact base with customers as a reason for outsourcing. Another 27 percent were outsourcing to check if it could benefit them in any way.


However the respondents nodded in positive when it came to the output and results of call centers.

The benefits cited in this survey were:

1) 33 percent said that due to outsourcing their operation efficiencies have increased where as the costs have dropped down. 21 percent said that they have same experiences in big quantities and too often.

2) 29 percent experienced and enjoyed the convenience of being in touch with consumers all the time in moderation whereas the same was experienced by 21 percent in abundance.

3) The call flow was handled efficiently and in better way than the in- house team even at peak hours and regardless of call traffic. (22 percent in majority and 27 percent said as on an average basis).

4) 24 percent saw and observed moderate improvements in flexibility and scalability of work while 19 percent reported a noticeable boom in the work methodologies.

5) 30 percent noticed a moderate increase in productivity while the number of abundant growth was limited to 10 percent.

6) 39.7 percent reported that they were very satisfied and pleased with the performance of their outsourcing vendor. The percentage of somewhat satisfied amounted to 49.2 percent.

The survey presents the new global face of call center industry and its services. India, which has become outsourcing specialist, is known for the quality services regardless of the boundaries of nation and time. The vast population speaking English and other foreign language, technically sharp minds and human work force available at 50 to 80 percent low rates as compared to U.S or U.K labor charges, draw the attention of most of the companies of various industry segments.

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of inbound call centers and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call centre services.

Read more: Click Here

• 
• 
• 
• 
• 

Have you ever tried calling a help desk? If you did, you may think that the help desk is located within the company’s building. However, because of the availability of high-speed internet access, chances are, you are probably calling a call center building located half way around the world.

A call center is a kind of outsourcing company that companies in the United States are hiring in order to save a lot of money. It is a fact that setting up an in-house call center can prove to be costly. However, you will need to set up a call center in order for your clients to reach your company regarding their inquiries and complaints. If you don’t have a call center, your company will find it hard to communicate with your clients.

Therefore, outsourcing a call center is the answer to your problems. Because of the advancement in the internet, it is now possible for companies to hire call center companies or outsourcing companies outside the country. Companies do this in order to communicate with their clients more efficiently.

Outsourced call centers are cheaper in developing countries because the labor is relatively cheap compared to developed countries. There are also plenty skilled workers in developing countries with limited jobs. So, call centers are one of the best choices for professionals in other countries. This particular job is preferred by a lot of people in other countries because of the high amount of salary which is above their minimum wage.

However, before you hire an outsourced call center for your company, you should first consider the fact that not all call centers are equal in terms of quality and the amount of money they charge. Here are some of the things you should look for in order to get your money’s worth:

• Amount of calls answered – A good call center should be able to handle large amounts of calls in a single day. Ask the call center on how many average calls they can handle in a single day.

• Average call waiting time – Find out about the average waiting time before a client can be connected to a call center agent. The shorter time they wait the better.

• Average call time – It is also important to find out about the average time a call center agent spends in a single caller. It is important to keep the calls as short as possible in order to entertain more clients.

• Professionalism of call center agents – Try calling the call center and find out if the call center agents they hire is competent enough when handling calls. Call centers are subjected to frustrated callers and agents are prone to be emotionally and physically stressed out. You should find out how call center agents handle the calls and if the information they give you is sufficient and effective. Language skills should also be considered in a call center agent. If they are unable to speak straight, then that call center is considered as incompetent.

These are the things that you should find out about a particular call center. Once you hired an outsourced call center, you should frequently make calls in order to find out if they are indeed doing their job. Outsourced call centers is a great way to save money. If you need a call center for inbound and outbound calls, outsourcing it is a great solution in order to save a lot of money.

Article Source: Click Here

• 
• 
• 
• 
• 

Call centers are mainly categorized into two types: inbound and outbound call center according to the services they are serving to the customer. A Call center is basically an office where customer service representatives attend inbound calls of customer regarding queries and information fulfillment, and where outbound calls to potential customers and clients are made.

Inbound call centers are becoming increasingly popular across all size of organization these days. Inbound Call centers play an important role in most modern companies, as customers are the main asset of any successful organization and these call center fulfill the need of customers to create a strong link between a company and its customers.

Inbound customer service representatives who are well trained to handle customer support, information inquiries, and technical help desk calls and keep you connect with your potential customer to succeed in such competitive business environment.

Nowadays, Inbound call centers are fully equipped with the latest call center technology and best infrastructure. And competent customer service representatives are also very critical to the success of any inbound call center. The well trained and highly educated customer care executives are better understand what exactly customer looking for and come with exact information with very efficient and friendly way.

One of the priorities of the business of inbound call center is the technical help desk support and customer care support. The second major division of inbound call center is order processing. Many well-known companies are working with large call centers, which are spread nationwide and ensure that the orders are actually 24 hours a day and 365 days a year is achievable.

Outsourcing Inbound call center services is one of the powerful business model which help business owner to transfers the responsibility of one or more company's functions like customer care support, back office support, technical help desk and chat/email support to reliable and expert source that allows the business owner to focus core business area of company.

James Mcguire is an associate editor of Call Centers India Inc. (CCI). CCI is a CISCO funded company with over 20 years of combined call centers experience and offering offshore call center services including call centers inbound services, customer Support, Back Office Support, technical helpdesk support, Chat, mail, SMS support services and much more.

Article From: Click Here

• 
• 
• 
• 
•