BlogCatalog Call Center Outsourcing Services: 05/01/2010 - 06/01/2010

Call Center Outsourcing: Finding the Right Outsourcing Company

Labels: , , | at 3:00 AM

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.

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What is Inbound Call Center?

Labels: , , | at 3:14 AM

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.

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Telemarketing Training for Your Small Business Staff

Labels: , | at 12:46 AM



Although this may seem clear, it is not always done. It is important for small businesses to provide telemarketing sales training to in house phone callers and to consider the level of phone skills that exists when outsourcing telemarketing. The following skills are basic but can make the difference between successful telemarketing and failure.

The first skill is to immediately introduce yourself and state why you are calling. Ambiguous introductions in a call can leave the call's receiver uneasy and not relaxed. They may question your motives. Clearly establish your purpose. If you are calling for a sales pitch, clarify. If there's a problem, identify it. This is not to say you must be blatant. You can be selective with your words to give a more positive message. Instead of calling it a sales passage, you can relabel this by using positive language to obtain a positive reaction, or for the receiver to keep listening. Use words that ask for the help of the receiver. Also indicate what they can specifically do. Personalizing to fit the individual will help them feel involved as well as a need to act.

Aligned with keeping the conversation personal, ask questions that directly relate to the receiver. Ask about his experience with the product or service. People are interested in talking about themselves, and this is in outlet to do so, that allows for relaxation. As the receiver settles in, you are finding a groove with them, which will allow you in for your ultimate pitch. It is important to address any concerns or questions the receiver may have during the call. If the subject is not within your particular jurisdiction, help the receiver by providing information to who can help them. This will also gain trust, and keep the relationship open. Having this information available to the receiver will also improve his opinion of the company and its efficiency.

The pitch is a critical part of the phone call. It will determine how it will ultimately end, and if you achieve your objective. When pitching, pitch to the individual. Before the pitch, cultivate knowledge about them. If they like this feature or are looking for something that will help with some aspect, recycle this bit into the pitch. If they want video editing software, and the new product has better features in this department, point this out! Do not waste their time with information that they do not care about. Tailor the information to the individual at hand. This will improve your chances of success with the call. The pitch must also show why it's important. Show how it will impact them, AND how it can impact others. When the pivotal point is reached where they must now make a decision, be prepared. They may not agree with you. This does not mean that you should give up. Back up your reasoning. It is important to use already established points here. It is more important to make a solid point of a few ideas than to create a weak argument of several varied points that are not consistent. Repeat the value of the editing software; repeat what can be achieved with the receivers help. Then ask again. Do not ask the same way. Try a new approach. If asking for donations, ask for a smaller amount. If selling an elaborate product, try offering a small package, or a free trial. If the receiver still declines, you have one more try. It is important to try three times, to offer alternative solutions, as well as to make sure their no is definite. Try another approach.

The key is to always be polite, compassionate and understanding. In this difficult economic time, many people will not be able to afford your services. When they decline, make sure you tell them that you understand how difficult it is. If you align yourself with them, instead of against them, you are more likely to gain their patronage in the future. Being polite is simple, but important. It leaves the customer with a satisfied reaction, even if he is not aware of why.

When finishing the conversation, thank the receiver. Even if he has not given you his patronage, he has given you his time. If he has donated or bought a product of yours, make sure to repeat this to him, and thank him once again. Finally ask him if he has any further questions. Leaving the conversation on this note shows that you are working for him and addressing his concerns. It also will leave him with a positive impression of your company.
Phone skills are important to selling the process, as well as creating connections all over the world. Even office personal will benefit from phone training, since they are your interface with your prospects and customers and will cast your public image. With phone training, your staff will soon be personable on the phone as well as on the web.
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Lori Olson has a passion for helping small businesses develop strong online presences with a team of 250 professionals who analyze & implement SEO, SEM, PPC Campaign Mgmt, Social Media,Copy Writing & Web Development strategies which are customized to fit any needs, wants & budget.

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