Outbound Call Center Services

Posted on Jul 6, 2010 05:11:51 PM

Outbound call centers are specialized units for conducting calls to customers for various promotional motives of the business. Its list of various services provided includes:

• Telemarketing: It refers to the business of marketing goods or services via telephone. Call center employees are trained in conversational skills to enhance sales, promote new products and update customers on currently available services. This customer service in BPO can increases the profits of a business by using the best of personnel, process and development technologies.
• Lead Generation: It involves collecting information on customers and using this information enticing them towards a company’s products. It is performed for sales and marketing purposes.
• Surveys: It is one of the major advantages of outbound customer service in BPO. It allows the client to know the extent of customer satisfaction. Such surveys allow companies to work in areas that will boost product sales.
• Debt Collection: Another very important service provided by outbound call centers. It is performed to follow and ensure payments on debts owed by individuals or businesses. It helps in boosting cash flows.

How to choose your best call center outsourcing partner?

Posted on Jul 1, 2010 02:18:16 PM

After having chosen the services to outsource, comes the big question of who to select as the outsourcing partner. A competent partner ensures better Returns on Investment, while an incompetent one can jeopardize customer faith. Among the most critical factors to consider while choosing a call center in BPO are:

1) Cost: One of the main objectives of opting for call center services is easing the strain on the budget. So among the first things you would check is the price. However, along with this, it is a good idea to keep in mind value for money.

2) Efficient call center employees: The employees should be trained enough to provide effective customer support, while ensuring that the customers do not feel the cultural difference. Customer service in BPOs should not be compromised.

3) Quality of Service: The call center should carry out regular tests throughout the facility to ensure that the quality standards are maintained.

4) Infrastructure: The call center should be equipped with world class facilities. The communication and IT appliances should be state of art.

5) Unique Approach: Always opt for a call center service provider that treats every client differently. This follows the belief that each client is unique and has unique requirements.

BPO Call Center Services in Rural Areas: Is it a Worthwhile Challenge?

Posted on Jun 24, 2010 04:09:48 PM

A new trend is taking over BPO call centers. More and more call center service providers are setting up offices in rural areas across the world. Why this shift towards rural areas?

The answer is simple: cost effectiveness. Mostly data management call centers are trying out this option. However, for call centers that require voice expertise, this option does not appear feasible. Computer knowledge is another area of concern. Although setting up a BPO call center in a rural area may reduce the cost of labor, huge expenses need to be incurred in training. Infrastructure and reliability of consistent service are other concern areas. While some BPO call centers are tapping into rural resources in the hopes of increasing their savings, some choose quality and consistency of customer service in BPO over all other factors.

For the rural population, this development is good news, as there is scope of increased employment and higher income levels.

Outsourced: TV Version of BPO Call Center Life

Posted on Jun 21, 2010 10:31:01 AM

Outsourced (2006) was a modern day comedy film by director John Jeffcoat. It presented the journey of an American Call Center Employee, Todd Anderson, sent to India to train his Indian counterparts. Given the job of reducing MPI (Minutes per Incident) from 12 to 6 minutes, he gets lost in the color and cultures of India, besides falling in love with an understudy of his, Asha. The movie showcases the initial days of BPO Call Centers in India.

Now NBC and Universal Media Studios are working on a TV Spin-off of the hit movie by the same name. Directed by Ken Kwapis of The Office fame, the show is slated to air on Thursdays in the 9:30 pm timeslot.

The show follows the incidents that occur when the Midwest blends with the exotic East and the laugh riots that follow. It will alsp give the West a glimpse into the lives of people offering customer service in BPO centers.