Posted on Jun 10, 2010 07:06:54 AM
Social media channels have become the most popular means of interaction among netizens. With millions of people using social media websites everyday, it is a smart move to leverage this socio-technological shift to market your products/services. With expertise in customer services, international call centers can assist organizations in achieving this goal.
International call centers can integrate social media channels at both inbound and outbound levels. For outbound call center operations, websites such as Twitter, LinkedIn, Facebook and Membo can be used for brand building as well as for effective marketing. For inbound call center operations, an official company blog can be linked to social network platforms to seek customer queries. This mechanism will create a direct interaction platform and help take customer services to the next level. Call centers in India have attained expertise in social media integrations and are receiving a majority of their outsourcing projects from international clients.
Posted on Jun 10, 2010 06:59:26 AM
Quality policy is the primary yardstick for measuring the service delivery of customer service call centers. The quality policy should encompass every aspect of the operations at the customer service center from individual agent performances to monthly reports.
Quality initiatives can take different forms. A customer service call center can opt for the Six Sigma approach or develop customized quality policies. However, while defining the quality policy, call centers should give paramount importance to the customer services. It should specifically outline the work process in a fair and objective manner.
At InSO, we constantly make efforts to improve the quality monitoring and reporting processes. InSO has optimized the Six Sigma approach to deliver the best quality, along with measurable results. By integrating different work processes (inbound and outbound) into a single quality system, InSO has created a niche in the customer services segment.
Posted on Apr 12, 2010 07:48:19 AM
InSO International Call Center, a leading IteS and customer service management solutions provider, plans to showcase its service competencies and vision for the future during Ad-Tech, taking place at the Moscone Center North April 19th – 21st in San Francisco, California at booth number 6355.
According to Srii Srinivasan, InSO’s VP of Marketing, InSO is ready for participation and is elated to showcase its vast array of digital marketing ideas and initiatives to achieve maximum customer service success. Further according to Srii, a leading tradeshow like Ad-Tech is a perfect platform for InSO to emerge as market leaders and adapt to the next levels of business and marketing intelligence.
Winner of the Best Performance Call Center Award and with over a decade of experience in the call center industry, InSO International has a proven track record in successfully delivering over 200 inbound, outbound and customer service engagements. Headquartered in Allen, Texas, InSO has made a mark in the industry with quality and customer satisfaction being its key differentiatiors. With these in mind, InSO differentiates itself with credit card processing, merchant accounts, media placement, market research, technical support and fulfillment.
The three-day Ad-Tech conference is the largest gathering of online marketers, where the leaders and most innovative of brands, agencies, publishers and service providers come together to share, network, learn and do business.
Posted on Mar 5, 2010 12:10:26 PM
Running a business is a tricky job. You need to manage your expenditure in such a way that your profit margins swell. So, why would you ever think of making use of a live answering service? After all, an electronic answering system is more cost effective, right? That may be so. But, in the long run, a live answering service gives you the winning edge over your competitors. Here’s why.
What happens if a prospective customer tries to reach you but gets the answering service instead? They will likely check out your competitors and use a service that is available round the clock. Thanks to the Internet, businesses these days are expected to work 24/7/365. If your business prides itself on the high quality of service you offer, why must your answering service be left behind? By making use of a high quality live answering service, you can resolve all issues immediately and ensure brand loyalty from your clients.
The business climate these days is highly competitive. With the arrival of the internet, it is no longer difficult to get the service or product you desire. So, most customers depend on their experience with the brand when it comes to choosing one seller over the other. Customers like it when they deal with a live person on the phone even though a recorded message can provide the same information. When customers feel that they are being taken care of in the proper manner, they will return to you for each of their needs. In this way, these small but invaluable details ensure that your business expands even when the competition is stiff.
A live answering service is highly recommended in a situation where certain choices are to be made and immediate results are desirable. A recorded message can have the harried customer bouncing between departments, waiting impatiently for a solution. A highly trained live service provider can impress clients with the speedy service they provide. In this way, such a service can save valuable time for your customers and the company.
Another important factor to consider is cost. It is true that live services cost more. However, if you compare the cost of both these services over the long run, it would become obvious that the cost difference is not as much as you though. Besides, when you consider higher customer retention, greater return for your investment and immediate results, you might actually find that you are paying less for more by making use of a live answering service to add to the value you bring to your customers!
Posted on Jan 22, 2010 02:29:00 PM
Effective customer service and complete customer support are invaluable for any company. Customer service is often the ‘face’ that your clients see. Therefore, it is vital that you put your best foot forward. But, even though there is no doubt about the usefulness of call centers, not all companies can afford to have in-house Call Center services. The reasons are many and range from the cost of hiring staff to training service operators and even the lack of business space. In such cases, outsourcing call center services is an excellent way to provide the necessary customer support services.
It is important to pay sufficient attention to selecting the right call center company because the quality of the services they provide directly impacts the success of the company that is hiring them. Poor service can jeopardize any and all the benefits reaped by the company’s sales and marketing strategies completely.
Objective: The first thing that businesses must ascertain is what they want from the service provider. Your objective could be full fledged customer support services, gathering pertinent customer specific data or gaining a realistic perspective of the customer’s needs. The type of services you avail of will depend on your objectives.
Types of call centers: Call centers are of different types. Contact centers use a variety of media and basically act as interaction centers with customers and clients. Inbound call centers respond to customers by providing them with the information they seek. Outbound call center services are mainly for marketing purposes as these are used to reach out to prospective customers. Blended call centers combine the services of inbound and outbound call centers. What kind of service do you want? Choose the right partner accordingly.
Criteria: Cost is important but cannot be the decisive factor because services that are cheap might perform below expectations. Before choosing the services of any particular service provider, it is necessary to research the background of the company and verify their expertise. Choose a company that has sufficient experience and has an excellent track record with their clients. Highly skilled operators are a definite asset. Credibility is extremely important because you are virtually placing your company in the hands of the service provider. The service provider you choose must have the bandwidth, both in terms of technology and staff capacity, to provide state of the art services.
There is no doubt that providing efficient customer services is a surefire way of ensuring continued growth for the company. Although outsourcing has its benefits, everything depends on the quality of talent you choose. By identifying your objectives clearly and doing a bit of due diligence, it is possible to choose an excellent call center service provider. Such a service provider will no doubt be an asset to your company.
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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