Call Center Industry News and Tips
Appointment Setting: Some Tips
By Joaquin Costa
Most of the marketing players may not agree with this but it is true that the trend of cold calling still works. It is still used by many across the globe in order to attract quality sales and profits to a company.
What Is the Role of Dialers and Callers in Today's Life?
By Naveen Kumawat
In today's world, call centers play a major role in various types of business dealings. Basically, most of the call centers require predictive dialers or it can be said that these are the base of call centers.
Call Center Planning
By Alex Carlson
The planning that a call center needs has to start off from scratch. Call centers need to figure out their path before they actually begin walking on it. That helps them steer clear of hurdles and also make provisions for many others.
Outsourcing to Offshore Telemarketers: A Better Option
By Belinda R Summers
Outbound call centers are abounding in many parts of the globe. They help many business organizations worldwide for their marketing needs. Most of these call centers are being run by professional telemarketers that have amassed a substantial amount of knowledge and understanding about different verticals through training and experience.
Outbound Call Handling Services and the Vital Functions They Perform
By Jo Alelsto
The current trend in outsourcing a firm's certain functions or processes is often viewed as a means to retain its competitiveness, cut costs or maintain their profit margins. A call handling service provider, commonly known as a call center, refers to a fully-functional entity within a firm or organization that exists primarily to answer to inbound customer queries or initiate outbound phone calls.
Telemarketing: What You Need to Consider
By Nick McCallion
An Executive Overview
If you are considering any business-to-business (B2B) telemarketing project, whether in-house or outsourced, this executive overview is a must read. It is based upon the results of over a million telemarketing calls and will tell you what works and what doesn't when implementing a call campaign.
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.
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.
Outbound Call Center Services – Fortifying Its Realm
By Katherine J Smith
Today, when businesses are experiencing an exorbitant increase in the market, the call centers are working as pivot point of all the business processes. It acts as a pivotal for receiving calls from the customers at one end(inbound service), and on the other hand makes out calls to the customers under the name of promotional activities.
Lead Nurturing Tips for Outbound Call Center
By Ivana Lewis
The outbound call center agents are entrusted with the task of lead generation. They have to make telemarketing calls or emails for generating leads.
When you're working on B2B projects, the process is mainly concentrated on email marketing. BPO companies send out emails to the contacts and prospective customers.
Lead Generation Challenges Faced by Outbound Call Center Team
Lead generation is one of the outbound call center services which can help organization to generate more sales, profits and ROI.
Lead generation services not only take your business forward but also help your business to acquire larger share of the market.
However, the restrictions on telemarketing calls or the DND list to curb this progress.
