Posted on Sep 6, 2011 04:50:36 AM
More companies are relying upon offshore outsourcing to fulfill a variety of different operational capacities while reducing overhead costs. The present day and age has changed much of the business metric as we used to know it. Today’s business world is a more evolved and competitive one that requires a sharp and well balanced, strategic approach to stay on top.
This is why more and more companies are using offshore outsourcing for BPO services or an offshore call center to reduce their overhead costs while not impeding upon quality; ultimately yielding a much higher and sustainable return on investment.
What is Offshore Outsourcing?
Think of offshore outsourcing as a smart way to make the most out of your business dollar. What if you could get the same quality services, always delivered in the timely manner that you are accustomed to, and with the in depth reporting that you are used to reading, but at fraction of the price that you used to pay?
The answer is found in offshore outsourcing—where nearly any kind of business task can be outsourced for fewer dollars spent, the most common of which happens to be an offshore call center.
What to Look for in the Best Offshore Call Center?
If you are considering offshore outsourcing to an offshore call center, it is helpful to know what you should look for in any offshore call center. Much like any other services providers, they are not all equal.
The following list of must-haves should serve as your checklist when considering contracting any offshore call center. Adhere to these following pointers, and you can garner yourself and excellent offshore call center.
Related Links:
Why Choose an Offshore Call Center?
Can Offshore Outsourcing Reduce Your Bottom Line?
The Era of Medical Tourism with Offshore Outsourcing Services
A Good Call Center Support is the Golden Ticket to Customer Retention
Posted on Aug 19, 2011 05:36:21 AM
Are you worried about the hefty and nearly thick as a book bill that you get each month for your current offshore call center provider? Perhaps you are not even using an offshore call center services provider yet, and you are still relying upon a domestically based provider, which means that chances are good that the bill you are receiving come the end of each month is a lot thicker than it should be.
Here’s some sound business food for thought: consider looking into an offshore call center services provider, as they can more easily reduce your monthly costs – and by a rather large denominator at that – while still offering you the same or improved services without a reduction in quality, performance, sales, customer service or retention. Almost sounds too good to be true, but it’s not.
Comparing an Offshore Call Center to a Domestic One
Let’s quickly compare an onshore to an offshore call center services provider. They both feature seasoned phone pros and well spoken as well as well educated reps. Both types of services feature the same kind of equipment, quality assurance programs and disaster recovery plans, as well as similar security measures that are in place; but one charges far less than the other.
So what is the real difference between an onshore and an offshore call center services provider? In the end, it’s just the amount of money you pay to get the same services each month. Do you want to pay more or less for the same thing?
Why Choose an Offshore Call Center?
Here are some other perks that you should consider when comparing a US to an offshore call center services provider. Perhaps this short list will better apprise you as to why more people desire an offshore call center during the present day.
Related Links:
Can Offshore Outsourcing Reduce Your Bottom Line?
A Good Call Center Support is the Golden Ticket to Customer Retention
Offshore Outsourcing Integrates National Economies
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 Apr 2, 2010 11:02:46 AM
Gartner, global leader in technology research, has predicted that “failure to properly manage outsourcing will lead to a 30% failure rate in outsourcing relationships by 2012”. According to industry experts, outsourcing failure is a joint responsibility. The Gartner report also reveals that a lack of culture fit is one of the most prominent reasons for business process outsourcing failure.
How to Ensure a Culture Fit Business Environment?
In outsourcing, both the business entities – the outsourcing company and the service provider, exert mutual influence. For example, a change in the business strategies of the outsourcing firm will have an impact on the process in which the services are offered by the external provider. Similarly, cost cutting strategies or employee lay-off at the service provider end will affect business operations of the outsourcing firm.
To maintain a coherent working environment and business process efficiency, it is essential that both entities share common ethics and practices. If there is a difference in their hierarchical structure, risk appetite, decision making approach and investment strategies, the outsourcing deal will not prove productive.
Every organization should ensure a culture fit environment before outsourcing services to an external provider. This is even more important with customer care services. Here, one has to examine the culture fit quotient for business process as well as for the consumer group.
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 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.
Posted on Mar 5, 2010 06:31:41 PM
New York, March 3, 2010: In a strategic move to strengthen its service offerings, France-based Global Media Desk has signed a partnership with call-center outsourcing service provider InSO International Call Center. This synergies offered by this partnership will have multi-faceted implications, Global Media Desk (GMD) said.
The primary challenge faced by businesses based in France is that although there is a reservoir of skill at one’s disposal, the cost of labor is extremely high. This, in turn, raises the cost of running a business to incredibly high levels. For a business to sustain its success in France, it must therefore maximize efficiency to compensate for the high cost. This is where InSO will be of immense help. With a cost-effective labor solution, InSO is well positioned to give GMD quality support.
What also gives InSO an edge over any other partner is that the company has a global presence, with offices in India, France, Canada and the United States. This international exposure has helped InSO develop unparalleled cultural sensitivity. In addition, the team at InSO has vast experience not only in terms of the number of years they have spent in the customer servicing arena but also in terms of the width of domains that it has worked with.
Global Media Desk also believes that InSO International Call Center offers the advantage of comprehensive services, where GMD can get support not only for in the execution stage, but InSO can offer its help right from the initial planning stages, working closely with clients to customize the solution according to individual requirements. InSO also offers documentation and training services at no extra cost for the client.
InSO’s strength is its ability to formulate processes to ensure smooth transition of services to the client. GMD, in fact, adds that the way InSO provides services makes it feel more like an extension of the client’s own services rather than being an external vendor.
About InSO International Call Center: InSO offers inbound and outbound call center services through a skilled team of professionals. The expert team at InSO is skilled at providing turn-key solutions, which makes the services more than just that of a call center. The diversified activities offered by InSO include media planning, merchant account setup, online advice and website development services, apart from services and support as an outsourcing and offshore call center.
Call: 800 788 8299 for FREE Quote!
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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