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 29, 2010 08:52:41 AM
In contrast to the basic concept of telemarketing, inbound telemarketing is not initiated by call center executives. Here, the company encourages users to make calls as a part of the customer relation or query resolution program. The call center number is distributed through company advertisements in newspapers, magazines or the television. When the consumers initiate communication, the call center executives resolve their queries, while promoting the company’s products.
Reasons for the Popularity of Inbound Telemarketing
Inbound telemarketing offers dual benefits. Firstly, it acts as an inbound contact center where customers can call to resolve their queries. Secondly, it leverages on the consumers’ contact calls to promote other products of the company. Thus, inbound telemarketing offers cost-effective customer care solutions.
The success of inbound telemarketing services depends on the communication skills of the call center executives. If they can resolve customer queries effectively, there stands a large probability that the customer shows an interest in the product promotion that will follow. Thus, inbound telemarketing agents should have an essential mix of communication and marketing skills. They should be smart enough to understand which customer would be interested in what product.
Inbound telemarketing is a fairly new concept in the industry. With this innovative approach, businesses can expect to achieve both customer communication as well as their marketing objectives.
Posted on Mar 24, 2010 01:20:46 PM
BPO or Business Process Outsourcing means outsourcing of certain non-core functions to an outsourcing partner for the long term. The BPO or call center manages the outsourced work and may be assessed on certain definable and measurable criteria.
By outsourcing such work, companies can cut down on their operational costs which in turn increase their shareholder value. Major companies operating in developed nations find it advantageous to outsource work to countries like India and the Philippines. This explains why call centers and business process outsourcing are becoming a huge industry in their own right.
The right BPO call center services can bring your company a number of advantages.
But, how can you go about hiring the right BPO or call center?
Call centers these days provide a gamut of services, including but not limited to customer service, CRM, technical help desk services, web support, email support and so on. So, the first step in selecting the right outsourcing partner is to define your expectations from outsourcing partners.
The next step is to assess the quality of the professionals employed by the BPO.
Many BPOs have contact centers in major countries. It pays to check out these contact centers. Lastly, find out what other customers have to say about the call center and its staff. If the call center has a bulk of positive testimonials, you can rest assured that you’re using the right partner for your outsourcing needs.
Employing the services of a highly reputed call center or BPO service is not a joke, even though the World Wide Web is littered with thousands of outsourcing partners. The skill of your R&D department lies in assessing your needs and identifying a call center that has the expertise, the bandwidth and the desire to offer their best.
InSO provides world class outbound & inbound call center outsourcing services, offshore BPO & technical support, international telephone order taking & business answering services.
Posted on Mar 5, 2010 06:47:11 PM
It is easy for call centers to forget the importance of ROI (Return on Investment) to prospective clients. Many centers fail to realize that their services are not limited to answering calls and offering customer support. In fact, despite the significance of call center metrics, this alone does not tell the entire story.
In order to sustain client relationships, call centers need to think beyond call center metrics. They must strive to understand their clients’ exact needs. Besides inquiring about call volume and hours of operation, centers should ask questions such as:
• What are your outsourcing objectives?
• Do you have any sales targets/goals for us?
• Who are your competitors?
• What are your current sales/support targets?
• What can we do to create the best ROI?
While utilizing call centers calls for new thinking on the client’s part, the call center must also understand each client’s unique needs. Here are some practical steps for success:
• Stay abreast of new marketing strategies
• Attend tradeshows and develop contacts with other vendors
• Provide business consulting, especially for clients new to using call centers
• Provide current data on the client’s competitors
• Offer a clear picture of what the client can expect
• Help each client understand their goals and how to achieve them
Not every business is looking for the lowest cost option. Many clients are willing to invest in a call center that fully understands their business needs and creates profit. They need a call center with a track record of producing great ROI. More importantly, they need a center that is fully committed to their success and strives to exceed their expectations on all levels.
It is the call center’s responsibility to frequently update clients on its progress. The center should devise incentive programs to reward customer loyalty and attract new customers. Surprisingly, clients often fail to inform the call center of their concerns. If call centers do not communicate with clients regularly, they may lose their client base. So every call center must take the initiative to communicate with clients regularly, even if things are going well.
The call center can also use service calls to gauge customer satisfaction. This can mean asking:
• What can we do to make things better?
• Are you interested in any other product of ours?
• Was the infomercial interesting?
When this information is passed on, clients can make improvements and be more competitive.
Choosing the right call center can be confusing for any client. So it is very important that call centers be prepared to go the extra mile for their clients. Any good call center understands the importance of call center metrics. But not many are willing, or even able to go the extra mile.
It’s the call center’s responsibility to be committed to its clients’ success and increase their bottom line. For any call center that fully understands this commitment, it means going beyond call center metrics. This ensures the most coveted prize – success.
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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