When you think to take up the services of BPO, their cost effectiveness and quick on time delivery wander your mind. However, a wrong decision can ruin the overall experience and benefits of call center outsourcing. Call center work as life time partner with you, they take your woes of expanding business, market conflicts, worries of finance and administration and in return, promote the growth and prosperity of your business.
The multi dollar question is how to evade the negatives ones among the call center service providers and find a right fit for your business? Generally every BPO look for long term projects to increase their benefits and values of stakes. A come and go project adds weight in their operational cost as well. Most of them stand true to their commitment and deliveries. However, now when BPO services provider are mushrooming, it’s hard to find a genuine call center services provider and differentiate between them and fake ones.
In order to find a right call center partner for you, you should understand and realize why you need one at first place? Is it because everyone is running blindly in this BPO race or your business could really use their services?
A-: You feel that most of the time of your employees gets consumed in non core business activities which have relevance to your business but not important than core business functionalities.
B-: Your business is flourishing and so does its consumer base and your team is unable to handle the flow of calls.
C-: Customers have increased but you do not want to hire a new staff to accommodate their increasing needs as it is going to cost you new infrastructure, new allowances and fresh efforts to recruit and train them.
D-: You want to work with a team that is combination of best minds and advanced technology without spending money way out of your budget.
In all the above mentioned cases, even if the answer of one is in yes, call center can do wonder for you. Their customized solutions, 24/7 available services and contacts, their knowledge base and resources can provide an impetus to your company.
Be it Inbound, outbound or offshore call center services, double check with your call center vendor and ask them if-
* They have the expertise and experience to handle your business project.
* They implement quality checks on the services.
* They have sufficient resources and required infrastructure to be your business partner.
* They have trained and qualified agents.
* They can provide you with references and show their portfolio.
* They can rather working as a call center or hired vendor can work as an extended part of your organization.
Wednesday, July 28, 2010
Monday, July 12, 2010
Call Center Outsourcing Services: Helping Customers to Boost Your Profit
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 dejections 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.
Offshore 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 interruptive.
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.
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.
Offshore 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 interruptive.
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.
Friday, July 9, 2010
Why You Should Be Outsourcing Call Center Services?
Benefits of outsourcing your business processes and work operations to call center or an offshore company are extensive. As per estimation if you outsource to Canada or Mexico you save up to 5 to 8 percent respectively and when you outsource to India, you get savings of 20 to whopping 40 percent.
Why you save with an offshore team?
1) Proficient teams working for lesser wages
2) Government Compliance and encouragement for the establishment of call centers. Thus, less infrastructure and overhead costs like hiring, recruitment and others.
3) Call centers have strict guidelines regarding productivity measures that ensure 100 percent productivity and up to the mark results.
4) Duly compliance to contract and focus on quality.
5) If you choose to outsource you can save complex site issues, legal and regulatory controversies that can rise if you plan to set your own in-house call center. When you have outsourced all the matters are under the jurisdiction of international service bureaus that save tons of efforts, headaches and money.
6) From high end to low end services like web development to customer satisfaction survey, call answering services call center have the expertise and experience in all arenas that help you to achieve the objectives of your organization, increase ROI and profitability. As per a survey, a company who takes predictive dialer services of call centers registers annual growth of 14 percent.
7) You get best of skills, manpower and technology working for you at the half of rates in the package you want. You do not pay any upfront fee. All projects are charged module wise.
What are the benefits?
1) You can channelize the saved revenues and time to rope in more products. You can be more business centric and focus your energies to core competencies of your business.
2) The uncertain economies have further added to the importance of call center outsourcing. Their cost convenience and quality offerings has accentuated, accelerated and powered the growth of companies.
3) They have become viable business partner since 2001. Those, who were unsure about the validity of the whole call center outsourcing idea, have become glued to it after witnessing their cost effectiveness and result oriented services.
Why you save with an offshore team?
1) Proficient teams working for lesser wages
2) Government Compliance and encouragement for the establishment of call centers. Thus, less infrastructure and overhead costs like hiring, recruitment and others.
3) Call centers have strict guidelines regarding productivity measures that ensure 100 percent productivity and up to the mark results.
4) Duly compliance to contract and focus on quality.
5) If you choose to outsource you can save complex site issues, legal and regulatory controversies that can rise if you plan to set your own in-house call center. When you have outsourced all the matters are under the jurisdiction of international service bureaus that save tons of efforts, headaches and money.
6) From high end to low end services like web development to customer satisfaction survey, call answering services call center have the expertise and experience in all arenas that help you to achieve the objectives of your organization, increase ROI and profitability. As per a survey, a company who takes predictive dialer services of call centers registers annual growth of 14 percent.
7) You get best of skills, manpower and technology working for you at the half of rates in the package you want. You do not pay any upfront fee. All projects are charged module wise.
What are the benefits?
1) You can channelize the saved revenues and time to rope in more products. You can be more business centric and focus your energies to core competencies of your business.
2) The uncertain economies have further added to the importance of call center outsourcing. Their cost convenience and quality offerings has accentuated, accelerated and powered the growth of companies.
3) They have become viable business partner since 2001. Those, who were unsure about the validity of the whole call center outsourcing idea, have become glued to it after witnessing their cost effectiveness and result oriented services.
Thursday, July 1, 2010
Explore the possibilities of Outsourcing with Vcare Corporation
The mission statement of Vcare Corporation is transforming operational efficiency into profitability. We believe in multi dimensional aspects of outsourcing. We are better, cheaper and faster. We are safer, more secure and more stable too. Boding well with the government policies and world class infrastructure, we, at Vcare Corporation do every bit to be yours uncomplicated right outsourcing decision. We do not hesitate to go to that extra length to serve you better and establish your business goals.
With us, you mitigate the risks factors that surround outsourcing. We offer you two delivery centric models where you pay as per your needs. We can work for you either as your Full Time Employee or can have a deal according to Pay for Performance model. Our robust quality assurance methodologies keep wiping the inefficiencies of our working models, if any, off.
Our revenue generating model brings profit, credibility and sales to your company. We offer you totally efficient and cost managed 360 degree solutions. Having experience of working in diverse areas of outsourcing like call center outsourcing, web development services, F&A outsourcing, and Market research activities etc, we provide modular solutions that are scalable and flexible.
Our experienced staff which is completely equipped with the knowledge of latest techniques and market updates, is quick to understand what you need and what you want from us. With us, you do not have to buy new expensive applications or technology; we deploy our resources for you and your benefits.
Wednesday, June 9, 2010
Benefits and Advantages of Call Center Outsourcing
The Benefits of call centers services are immense. They increase your revenue, save the time of your in-house team. The experts and pundits of outsourcing always recommend outsourcing your inbound or outbound call centers need to India. They bring, best of technology, majority of English Speaking population, inexpensive manpower and state-of- the art infrastructural capabilities. So, here we see how deeply the services of call center can affect a business positively. The main benefits of call centers India are:
a) Profits: As you get the creamiest layer of the prospect, you get a sudden rise in profits.
b) Resources: You save resources as you do not spend money on setting up facilities, hiring teams or installing new techniques.
c) Skills: Best of skills and manpower works for you.
d) Cost: The reasonable cost of inbound and outbound call centers India makes them one of the most favorites of the industries across the world.
Call centers can be define into two parts: Inbound call center and outbound call center. Inbound call center mainly encompasses custom- fit services like customer support, sales inquiries support, troubleshooting solutions, problem solving strategies, credit card process. An inbound call center also implement IVR services along with LIVE agents to provide utmost satisfaction to its customer and improve the performance of the organization. The benefits of hiring an inbound call center vendor are:
1) You can observe a significant hike in sales and returns.
2) You reduce the investment in terms of per sale and per call
3) Increased work productivity despite of heavy and increasing workflow
4) Increased number of loyal customers and existing customer base
5) Increase in potential lead
a) Profits: As you get the creamiest layer of the prospect, you get a sudden rise in profits.
b) Resources: You save resources as you do not spend money on setting up facilities, hiring teams or installing new techniques.
c) Skills: Best of skills and manpower works for you.
d) Cost: The reasonable cost of inbound and outbound call centers India makes them one of the most favorites of the industries across the world.
Call centers can be define into two parts: Inbound call center and outbound call center. Inbound call center mainly encompasses custom- fit services like customer support, sales inquiries support, troubleshooting solutions, problem solving strategies, credit card process. An inbound call center also implement IVR services along with LIVE agents to provide utmost satisfaction to its customer and improve the performance of the organization. The benefits of hiring an inbound call center vendor are:
1) You can observe a significant hike in sales and returns.
2) You reduce the investment in terms of per sale and per call
3) Increased work productivity despite of heavy and increasing workflow
4) Increased number of loyal customers and existing customer base
5) Increase in potential lead
Friday, June 4, 2010
Bullet Point to Increase Customer Retentiveness in BPO
Customers are the real brand ambassadors of any organization. They are the real admirers or the critics of a product or service and when it comes to call center or BPO industry their back up become more critical and mandatory for the existence of establishments. Their loyalty towards a brand decides the fate and determines the success of that particular product.
Let’s dig how a contact center can increase the customer inflow while holding back the existing ones by applying the technology and quality of services offered.
Handling Customer’s Frustration:
The reasons behind putting off customers are keeping him on wait for a long time, too much dependence on techniques such as Interactive Voice Response and excessive call transfers. To handle this, call center agents should be well trained to satisfy the clients with their response at the very first call. A call center should not be understaffed. If a call has to be shifted to some another level of operation, skillful routing should be applied where the necessary and basic information about the caller and query are recorded and then run through skill rout engine where an appropriate agent or supervisor is assigned to the call. This not only save time of the customers or agents but also helps call centers to identify the key skills of their customer support executives. A virtual hold can be applied at the peak hours by offering services such as call back, waiting or call after sometime.
Check for your IVR services. Technology is helpful only when deployed tactfully. Poorly managed and badly designed IVR can make your customers go away to never return back. Design your IVR with as many as short responses and less but necessary options.
Call transfers can be really irksome for customers if every time they have to repeat the information and query status. Deploy automated ID and verification number system for every customer. Manage a popping screen regarding the information status on the monitor of agents every time a customer calls up.
The above mentioned processes should be sweet, short and simple.
Tuesday, April 27, 2010
Call Center Jobs: Responsibilities and Perks
A call center job starts with the basic of technology – with a telephone and a computer. To understand the job responsibilities in and around call center, we need to understand the classification on which call centers are meagerly divided between inbound and outbound call center. Inbound call center is a call center where calls are received whereas outbound call centers are meant for making calls.
Working for clients based in US or Europe,call centers are laced with state of the art facilities, advanced technology and best of minds. Businesses from various spheres of industry such as accounts, finance, credit card, telecom companies and insurance sectors partner with contact service.
The working atmosphere of call centers is casual but extremely work oriented and performance based. The management provides all the facilities to the employers free of cost such as- transportation, meals. They take care of the stressing atmosphere call center executives work in. The management of BPO provide regular intervals, air conditioned atmosphere and cafeteria facilities. To help its worker deals with high volumes of call and immense work load pressures, motivational campaigns and stress-buster programs are organized on timely basis.
Like any other jobs, working in call centers has white and grey side too. Call center job is lucrative. The starting salary of call center is in hefty five figures. In addition to promotions, perks and bonuses, you get an opportunity to fly abroad to meet new clients and learn new technology.
Along with all the appraisals and incentives, there is downside to work in call center as well. The shifts are of 24/7 and long enough to ruin your physical, social and mental balance. Also, the customers you deal with could be of different temperaments and nature. The targets imposed on you sometimes could be really mammoth and inhumane. You need to be up to date with upcoming technology and market knows how as you never know what could relate to your product, you try to sell.
To cope up all with, must-haves for a good offshore call center employee include patience, focus and excellent communication skills to ensure long term partnership with the organization
Working for clients based in US or Europe,call centers are laced with state of the art facilities, advanced technology and best of minds. Businesses from various spheres of industry such as accounts, finance, credit card, telecom companies and insurance sectors partner with contact service.
The working atmosphere of call centers is casual but extremely work oriented and performance based. The management provides all the facilities to the employers free of cost such as- transportation, meals. They take care of the stressing atmosphere call center executives work in. The management of BPO provide regular intervals, air conditioned atmosphere and cafeteria facilities. To help its worker deals with high volumes of call and immense work load pressures, motivational campaigns and stress-buster programs are organized on timely basis.
Like any other jobs, working in call centers has white and grey side too. Call center job is lucrative. The starting salary of call center is in hefty five figures. In addition to promotions, perks and bonuses, you get an opportunity to fly abroad to meet new clients and learn new technology.
Along with all the appraisals and incentives, there is downside to work in call center as well. The shifts are of 24/7 and long enough to ruin your physical, social and mental balance. Also, the customers you deal with could be of different temperaments and nature. The targets imposed on you sometimes could be really mammoth and inhumane. You need to be up to date with upcoming technology and market knows how as you never know what could relate to your product, you try to sell.
To cope up all with, must-haves for a good offshore call center employee include patience, focus and excellent communication skills to ensure long term partnership with the organization
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