Call Center Industry News and Tips
Reconstructing a Call Center – The Birth of The Contact Center
By Ivana Lewis
The call center industry is facing some sort of stagnation. The fast-paced lifestyle and the easy access to high-speed internet facilities are contributing to make the existence of a call center in danger. The people are gradually opting out of a call center to provide them with customer care services.
Contact Center For Faster Responsive Services
By Jack Morkel
World is getting faster. Everyone wants fast and highly responsive services – be it contact center or social web. An efficient these center will deliver services within the framework of client specifications.
Captivate Your Captive Audience
By Lisa R Rice
No one likes to be put on-hold but when telephone calls flood your customer service line the last thing you want is customers or potential customers hanging up. Make the most of your caller's time by providing quality on-hold messaging.
5 Questions to Ask Before Getting Feedback
By Joelle Jay
So you've been given the opportunity to get feedback from your peers, your clients, or maybe your boss? Although feedback can be one of the most powerful learning experiences you'll ever have, it can be even more effective if you take time to set them up right. Here are five questions to ask before you ask for feedback.
Contact Center Outsourcing Stages Comeback
By AudreyB
Contact center outsourcing is expected to make a comeback. With the global financial crisis concluded and countries continue their recovery, outsourcing destinations such as the Philippines, Australia and Chile, are expecting a better outlook for offshore contact center services this year and the next.
Outsourcing Help Desk
By Sidharth Sunil Sathe
1. Technical Assistance via Chatting Support
Online technical help to the customers for troubleshooting their problems related with the quality of services that they offered is one of the best and quickest ways of technical assistance.
Call Center Schedules: Their Importance
Call centers work on schedules that are generally dictated by factors like call volumes. When the inbound call center predicts that there will be high call volumes, they schedule more agents on the job. During the leaner hours, the reverse happens.
Deploying Resources at BPO
By Ivana Lewis
The deployment of resources in a BPO has to be carefully chalked out, keeping the priorities in mind. There are times when the call center has additional employees on the customer service team, but little back-up on the lead generation department. In such cases, the extra flab can be shifted to an area where it's more necessary.
But it's easier said than done. Call centers do not always realize that they need to shed weight in a particular service and add more on another. The managers and supervisors running the show are the ones who will have to make sure that they are making the optimum use of resources.
Surely, they can take the help of software and draw their plans with the help of scheduling techniques. But before they do that, they need to run their fingers over the areas that need injections of resources.
Let us start with the customer service desk. How do you know when the inbound call center team needs added resources to reach an optimum level of work? You will have to assess the call volume. Find out how many calls are coming in on a daily basis and other related data.
Check out the hold time. Are callers holding on for extra minutes? Is it because of a lack of adequate agents? These are answers that will tell you if you are running short. If the answers point to a lack of manpower, you have to find out if you can shift some employees from other departments of the BPO.
Unless you can do that, you will have to hire and train fresh agents. I lay stress on the training part because your new agents have to match up to the quality of work being done by the existing agents.
We now shift our attention to the outbound call center desk. There has to be a designated number of employees making telemarketing calls for new leads. The number of agents you deploy for this job depends on the market that you have to reach out to. Are you looking for lead generation in a niche market, like a high income group sector? Then you will not have to make a large number of calls.
On the contrary, you will need better BPO agents to make those calls. Similarly, for a B2B project, you will not need many on the cold calling agents. Rather, you will need a team that knows how to handle the non-voice call center services like email marketing, search engine optimization and social media marketing. Your needs will dictate your resources.
As you can deduce from the discussion, the way in which call center resources are deployed often decide the fate of the firm. When your BPO managers can handle the scheduling smartly, it will mean a progress in the right direction.
We all have to face it that resources are not really limitless. No matter what your budget is, you will have to be careful about how much you spend. Careful use of resources is a must.
We provide call center services to a global clientele of business firms and corporate houses. Our call centers and BPO units are packed with suitable manpower and technology.
Prominence of an Inbound Call Center
By Marry Miller
The advancement of technology has given a blow of air to the business industry and the growth of businesses have given birth to the call centers. The evolution of call centers has taken the economy to a new level. The BPOs of today are well known for their varied services that they provide to the customers to enhance the sales of the business.
5 Key Roles of a Customer Service Representative
By Jennie Gandhi
Customer service is a field of business where exclusive service is provided to customers based on their requirements before, during, and after a purchase. The base strength of customers purely depends on the kind of service they receive from any firm or enterprise. It is also a known fact that customers are the driving force of any business and if they don't remain intact then the credibility and profitability reduces drastically.
By Nicolas DAlleva
Businesses can be a complicated thing. Some are wealthy and successful while others may be struggling and in debt. For thriving businesses, chances are they have a large clientele. If your employees don't always have time to tend to the needs of every client, a call center may be the perfect solution for your dilemma.
Training For BPO Excellence
By Jems Hug
Everyone associated with the business process outsourcing industry would know by now that the industry is moving from a cost-oriented business model to a quality-oriented one. Business firms in USA and Europe, the prime areas from where telemarketing projects originate, are now insistent on quality call center services.
