Posted on Jun 16, 2010 03:11:27 PM
Having a BPO call center is beneficial for any big company with a cliental to support. The benefits of such a commodity are many fold.
Customer Service
A call center ensures that the company can give out support to its customers. Many a time it so happens that the fault a customer perceives is merely a mistake during the installation of the device. Such minor set backs can be overcome through a call on the call center.
Feedback Services
After launching a device or service a company can make sure that it keeps on getting information regarding its reception. Based on this data further advancements can be engineered.
Advertisement Services
Call Center provides the cheapest medium to create awareness about any new product or service. Here they can directly communicate with existing users and aware them of upcoming features.
Customer relationship management
This involves creating and managing a fan base on social networking sites like Twitter and Facebook. Fans can be updated on trends and trivia around the services.
Expert Solutions
By having a separate call center service, the company ensures that they can work in their expertise zone and leave customer interactions to others.
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 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 25, 2010 10:38:40 AM
The concept of multisourcing is a derivative of the outsourcing industry. It refers to an arrangement where a company outsources different aspects of a service to different external providers. Unlike single sourcing, multisourcing is based on the use of the ‘best of the breed’ philosophy.
Multisourcing basked in the headlines as a possible solution to the discrepancies in the single sourcing formula. Organizations are engaging in multisourcing activities in order to maximize vendor efficiency, induce competition and enjoy competitive prices. It is believed that by creating a dynamic environment, organizations can reap the best from the outsourcing contracts.
The Flip Side of Multisourcing
Breaking the outsourcing contract among multiple vendors poses several challenges for the organization. In the single source arrangement, the vendor performs a range of tasks that are beyond the scope of outsourced services but are essential for consistent output. With multisourcing, no vendor will be motivated to perform those management tasks. Ultimately, the organization has to employ resources to coordinate between multiple vendors.
Service integration across multiple vendors will also make the system vulnerable to potential errors. This is particularly important as most of the companies lack the necessary skills to manage multiple service providers for the same service segments.
One cannot completely reject multisourcing as a potential alternative to single sourcing. However, organizations have to develop the skills to maximize the benefits from such an arrangement.
Posted on Mar 22, 2010 05:30:08 PM
The Confederation of Indian Industries (CII) has joined hands with the International Association of Outsourcing Professionals (IAOP) to promote the outsourcing industry in India. As per the agreement, the new Indian chapter of IAOP will soon commence operations to leverage a high growth rate in the sector.
Dr. Ganesh Natrajan, Chairman, CII National Committee on IT, ITeS & eCommerce said, “This is an exciting opportunity for global best practices in outsourcing to be brought to the entire services sector in India. There is a $3 trillion opportunity in services outsourcing and we hope to see at least $500 billion dollars of this happening in India in the next 10 years.”
The joint association is planning out to conduct seminars, workshops and certification programs for professionals working in the Indian outsourcing industry. These programs will focus mainly on promoting outsourcing services and incorporating best management practices. Thus, certified professionals will be better equipped for business development, operational capabilities and leadership.
It is expected that the CII and IAOP agreement will fortify India’s position as one of the major outsourcing destinations. “This strategic alliance will bring added insights and better outsourcing outcomes to these companies and enhance our global thought leadership and network to the benefit of the industry,” said Michael Corbett, Chairman, IAOP.
Posted on Mar 18, 2010 02:29:20 PM
As the businesses recover from the aftershocks of a global economic recession, the outsourcing industry is expected to experience steady growth in 2010. This has been forecasted in this year’s Global Sourcing Report.
The annual Global Sourcing report 2010 was published by the Morrison & Foerster in January 2010. The official report considers outsourcing as a cost-effective measure for financial recovery. Industries can capitalize on the outsourcing alternative as a value addition to their clients.
Global Sourcing Report 2010: Major Highlights
The key points included in the report are:
* New outsourcing projects will ensure dynamism in the industry.
* Outsourcing pricing will attain a favorable stability in 2010.
* Industries are expected to outsource through in-house teams instead of routing the projects through consultant firms.
* Short-term and pilot projects will rule the industry, as several new clients would consider outsourcing as an alternative.
* Cost-effective services will be the primary mantra for most clients. This trend can downplay the quality quotient.
Morrison & Foerster is a renowned law service firm with operations in the US, Europe and Asia. The company is known for its research and analysis capabilities. It publishes a yearly report on the state of the global outsourcing industry and major trends for its clientele.
Posted on Mar 18, 2010 07:06:44 AM
Cost cutting efforts across the world fueled the growth of the global outsourcing economy in 2009. Growth in the fourth quarter of 2009 was the highest in the last six quarters. The January 2010 edition of the TPI Index has held high hopes for this year as well.
As per the Global TPI Index, the total contract value for the outsourcing industry grossed US$24.7 billion in the fourth quarter of 2009. This represents 8% growth from the fourth quarter results for 2008.
According to the TPI official statement, businesses are considering long term strategies for cost-cutting and improved efficiency. Thus, most industries are exploring effective outsourcing solutions.
An expected surge in the IT outsourcing segment remained the primary driver for growth in the fourth quarter. However, the business process outsourcing (BPO) segment continued to trail by 33% from the last quarter results for 2008. TPI expects stable growth in 2010, as the number of contracts getting renewed has increased by almost 29%.
TPI is the authoritative source on the performance of the outsourcing market. It helps industries and service providers to capitalize on the latest market trends through quarterly reports.
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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