Call Center Industry News and Tips
By Garret LloydThese days when customers buy products they are always asked to contact the toll free numbers and speak to a tele-executive to interact with any queries/comments or complains-which could range from a defunct new refrigerator to a microwave going bust… it could even be getting online help with the installation of the new software on the desk top. Almost every possible kind of business requires after sales services.
By Joel Owens
It does not take an agent to know that a call center job is stressful work. In fact, if one would ask an agent from any Philippine call center, the same problems in their jobs would be mentioned.
Call centers have essentially become one of the largest and the most ubiquitous part of almost every business around the world. It is currently playing a crucial role not only between customers and companies but as well as the relationship of business to business. A study claims that most call centers experience bad performance. This is no surprise due to the nature of the job.
5 PowerPoint Pitfalls
by EN Jio
PowerPoint has become the visual aid of choice for most professional presentations. It's fast, efficient and gives you a single platform to present a number of different elements including images, graphs, even audio or video files. However, if used incorrectly, PowerPoint can be the death of your presentation. You can lose or confuse your audience – or even yourself!
Here are some of the most common PowerPoint pitfalls to keep in mind:
Having Good Presentation Skills is a Plus For Your OrganizationBy Paul Vann
Standing in front of an audience of two or two hundred is not easy if you don not know the mechanics of delivering a presentation. The good news is that learning how to become a good public speaker is easier to learn today than ever before.
Some people have stage fright, meaning they are afraid to speak in front of an audience, no matter the size. This is curable once you tap into your mental state of mind.
For example, your supervisor calls you into her office and informs you to deliver testimony on Capitol Hill before members of Congress. What are you going to do?
Training Managers: Setting the Groundwork for Sound Business ManagementAttracting highly skilled and qualified employees is essential to building a successful business. When a company is growing, it is easy for the owner or a trusted company employee to take each new recruit under their wing and show them the ropes. As a company grows, however, that process becomes more and more difficult as time and client demands take highly valued employees' time. At this point a formal, extensive program for training managers becomes necessary.
Once a company reaches a certain level of success, its managers become the liaison between employees and executive management. Training managers becomes critical to ensuring that employees are acclimated into their jobs, personnel issues are handled, laws and regulations are adhered to and each employee completes their job in an orderly, productive and efficient manner.
Keeping on top of your organisation's training requirements can be a demanding task – particularly if you operate in a highly regulated industry that calls for strict compliance from employees and operations.
Training management systems essentially simplify the process of training staff, whether for compliance purposes or simply for employee/business development.
These systems can allow you to automate your compliance training management processes to ensure that you, and your employees, never fall foul of regulatory requirements.
Working Remotely Won't Work Without Top-Notch Business Communication Skills
By Linda Finkle
So many organizations have remote teams, multiple locations or employees working virtually these days. It seemed time to write an article on how to make working remotely work. I want to state right up front that I have zero knowledge of the technology needed or what kinds of processes or procedures remote workers require. What I do know is that for individuals or teams who work remotely to be effective, top-notch business communication skills are required for everyone. All the technology in the world won't make up for ineffective or poor communication skills.
In fact, top-notch business communication skills are more critical when working remotely than if everyone is in the same location. Remotely you don't have the advantage of body language, of catching someone in the hall to ask a quick question, of popping into someone's office for quick conversation or to show them progress or get their opinion.
Outbound Call Center Services – The Major Growth Factor of Your Business
By Marry Miller
Outbound call center services have more aspects and lot more potential than these are known for. They have lot more to it than just telemarketing of products. The services provided by outbound call center are:
• Telemarketing
• Market Intelligence and Analysis
• Database Selling
• E- Mailer Follow-up
• Qualified Lead Generation and Lead Management
• Seminar Registration Process
• Product Promotions and Market Surveys
• Debt Collection
• Communications & Literature Fulfillment
• Appointment Scheduling and Confirmations
• Customer Satisfaction Surveys
• Voice Broadcast Services
• Up Selling/Cross Selling
Call Center Marketing 101 
By Bianca Dela Fuente
What is call center marketing?
Call center marketing came about as a solution offered to assist small, medium and large scale business owners in the promotion and marketing of their online or physical products to enable fast and far-reaching success for their clientele. Call centers are made the main point of contact or as a customer interaction center of a particular company.
They offer product details, promotions, and marketing tactics to get the product ample publicity among its chosen target audience. They often come up with clear-cut solutions for people who want immediate answer to their many inquiries. These new age marketers aid in maximizing full growth and income potential of their clients by being available for any customer questions, pre-sales, or after sales inquiries.
Hence, what they offer is a customized solution to meet the sales challenges and needs of each customer and improve the market itself. This telemarketing is resorted to mainly because it promises improved revenue with the use of inexpensive, ingenious, and eclectic means available online.
Zero Reward, Zero Recognition – Will That Be Your Dream Company?
By Amit Bhagria
We do not believe in employee recognition, rewards, awards, well done, keep it up, kudos, and thank you. If that would have been the values of an organization, would you like to work for them even if they pay you handsomely well? Will you still continue even if your manager tells you "why should I recognize or thank you?" You just doing your job." Will you still perform even if the organization fails to create an environment that provides recognition to you and your colleagues?
Let me get your views on the two scenarios, I am about to share with you.
Zero Recognition Inc. (Young HR Managers brain child)
The Top 3 Skills Every Call Center Agent Must Have
By John Borillo
Want a highly effective loyalty-inducing customer service? Start with your agents.
Managing customers these days is a real challenge. One of the ways of professionally handling them is to put well-trained customer service representatives on the frontlines.
Business owners, take note. Hiring people with impeccable etiquette to man the phones every day is not enough to make your products fly. Nothing wrong with decorum (it is essential), but phone answering agents have to be empowered with skills that can change your customers' perception about your company. You may need to be certain that each member of your customer support team has these capabilities:
By Jacquelyn Lynn
Known as "boomerangs," they're a reflection of the unpredictable workplace of today–employees who leave a company and then come back in the same or another position. And they can be a very smart hiring decision.
Gone are the days when either employer or employee expected a mutual lifetime commitment. And even though some companies have a standard policy of refusing to rehire former workers, that's not a smart position.
Hiring is always a gamble and you want to do things that will minimize your risk. If you've got someone who has been with your company before, knows the culture, has skills you need and wants to come back, your chances of success with that person are much greater than they are with someone who's brand new to your organization.
