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 30, 2010 10:46:47 AM
In the latest wave of technology evolution, the call center industry is advancing at a fast pace. Although this is in part due to new concepts and business initiatives within the industry, it is largely influenced by dynamic technology growth. A call center that boasted state-of-the-art infrastructure a year ago can no longer make such claims until it has re-invested in technology procurement. Thus, many organizations are reviewing their call center service providers for technology infrastructure and performance.
Call Center Technology
Advancements in technology have enabled a large scale convergence in the field of voice communication. It is now possible to make and receive calls through internet-based applications. Digital technology convergence has offered two benefits. Firstly, it ensures high quality communication, as compared to error-prone telephone lines. Secondly, it allows a greater degree of cost-effectiveness in the industry. However, the initial cost of installing digital voice communication technology is high. Thus, many call centers continue with their old infrastructure.
Human Resource
Advanced technology calls for greater operational skills. Today, call center executives have to multitask and be tech-savvy. They should be able to make and receive calls, reply to emails, launch voice broadcasts, manage customer data and generate customer data reports.
As the call center industry is mushrooming, clients are demanding for high quality and cost effective services. Thus, it is essential for call centers to invest in technology and human resource development in order to remain profitable.
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 24, 2010 11:36:30 AM
A call center is an arrangement of people that is used to provide customer care solutions and support functions. Within these two sub-domains, a call center offers a range of services, of which inbound and outbound call center services are the most important.
Inbound Call Center
At an inbound call center, customer calls are received by the call center executives. When a customer initiates a call, he is transferred to a pre-recorded answering machine terminal. Here, the customer is asked to select the query type from a list of options. Based on specific customer requirements, the call is later transferred to a call center executive for query resolution.
An inbound call center usually offers a wide range of services, which includes:
* Answering service
* Order taking service
* Customer service
* Inquiry handling
* Technical support service
* Help desk support
The inbound call center process involves a range of sophisticated technology, such as call routing, live answering machine and dedicated software.
Outbound Call Center
Executives at an outbound call center are responsible for initiating communication with existing or prospective customers. The interactions with the customers are mostly recorded through a specialized software program. Outbound call center services are used for lead generation, telemarketing and collections. However, they also offer the following services:
* Appointment setting services
* Sales & email marketing
* Email follow up
* Voice broadcasting services
* Direct response services
Since both inbound and outbound call center services involves customer interaction, they should be dealt with great care and efficiency.
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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