Posted on Jun 10, 2010 07:06:54 AM
Social media channels have become the most popular means of interaction among netizens. With millions of people using social media websites everyday, it is a smart move to leverage this socio-technological shift to market your products/services. With expertise in customer services, international call centers can assist organizations in achieving this goal.
International call centers can integrate social media channels at both inbound and outbound levels. For outbound call center operations, websites such as Twitter, LinkedIn, Facebook and Membo can be used for brand building as well as for effective marketing. For inbound call center operations, an official company blog can be linked to social network platforms to seek customer queries. This mechanism will create a direct interaction platform and help take customer services to the next level. Call centers in India have attained expertise in social media integrations and are receiving a majority of their outsourcing projects from international clients.
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 6, 2010 11:01:27 AM
In today’s world of information revolution, access to data attains crucial significance. To this end, most organizations have established a comprehensive data entry department to manage and handle data efficiently. Alternatively, some organizations act smart and outsource their data entry requirements. This helps them to save on both time and money, while enjoying high quality data management.
How to Outsource Data Entry Services
Data entry services can be easily outsourced to an external agency that has the expertise and technology to manage data effectively. It is a simple process in which all the crucial data is transferred to an external service provider. The service provider arranges all the data in different segments, such as finance, legal, customer care and marketing. The method and process to arrange data can be customized according to the specific needs of the outsourcing company. This data can be accessed by the employees of the outsourcing company through a shared server.
Outsourcing data entry operations is a routine business task in the following industries:
While outsourcing data entry operations to an external agent, one must consider data security issues as well. Always include a non-disclosure clause in the business agreement.
Posted on Apr 5, 2010 10:47:55 AM
Call centers have emerged as an exclusive segment of the business process outsourcing industry. Previously, hiring call center services was either an exclusive privilege preferred by large organizations or a no-option business decision. Later, high standard service delivery and favorable ROIs made call centers a strategic tool for every business, irrespective of the size of the company.
Benefits of Hiring a Call Center
The ever-expanding scope of businesses, increasing influx of customer calls and dynamic technology evolution have inflated the call center industry. Hiring call center services offers the following strategic advantages to your business:
* Better customer relationship management: Call centers can provide 24×7 services for customers across the world. By hiring a dedicated team of inbound and telemarketing call agents, you can experience a positive thrust in productivity.
* Brand image: Good customer services directly translate into your brand images. Thus, a call center helps to generate positive publicity in the market.
* Tracking operations: Call centers have the ability to create performance-based reports. Some call centers charge clients based on measurable results.
Specialized call centers have years of experience in serving customers and generating leads for international clients. By hiring their services, you can leverage their experience and infrastructure to make your business soar.
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 Apr 1, 2010 08:24:10 AM
The telemarketing business is crucial to establish communication with prospective customers. It is a cost-effective process to identify leads and convert them into actual customers through sales efforts. Given the importance of telemarketing, many organizations defer outsourcing these services to a third party.
Why Outsource Telemarketing Services?
An organization should outsource telemarketing operations if:
* Increasing the head count is not possible.
* Your lead generation efforts are inconsistent with peaks and valleys.
* Cost-cutting is the primary goal.
* You want to run a new program on a trial basis, without consuming your existing resources.
By outsourcing telemarketing operations, your company can leverage on the technology and human resource of an external provider. Also, they are dedicated telemarketing professionals with skills and expertise for quality lead generation. Good telemarketing companies have strategies and tools to provide measurable results in sync with your business objectives. Since a telemarketing company serves many clients at a time, the cost involved is significantly low as compared to setting up an in-house department.
Telemarketing companies come in all shape and sizes. Thus, it is essential to outsource your business to an experienced and result-oriented service provider. Always review their technology, business process and previous results before extending a contract to a telemarketing company.
Posted on Mar 31, 2010 11:10:02 AM
A 2009 Gartner industry review report claims that recession aftershocks will force many organizations to reduce expenses on customer care services. This indicates loss of business for contact centers. According to industry experts, contact centers can avoid a slump in business by providing high quality services at lowers costs. This is possible by focusing on the following three areas:
• Personalized customer services: The customer relationship matrix is always different for different businesses. Thus, a contact center has to consider the specific business requirements of each client to serve their customers in a better way.
• Technology support: By employing integrated technology systems, it is possible enhance the calling experience of every customer. Once a technology is installed it can be used for successive projects. Thus, smart technology investment can bring good returns.
• Adhering to the basics: Speedy and accurate information is the core elements of customer care services. A contact center should focus on these basics while devising a marketing plan for its clients.
According to Gartner predictions, managing online interactions will dominate customer relationship management (CRM) in the near future. This means that it is important for a contact center to focus on developing web-based customer service skills as well.
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 26, 2010 11:14:06 AM
In the era of online communication, email is one of the most significant customer relationship management (CRM) tools. It is a low-cost and non-intrusive tool that can be effectively used for brand building.
How Does Email Support Services Work?
Email support services include both inbound and outbound services. In an inbound email support service, customer-initiated emails are answered according to the requirement. Alternatively, call center executives can use email services to follow up on a client after cold calling. Conventional calling is the best way to provide essential information to the client and seek instant responses. However, during a call, the executive is limited by time and medium spaces. Following up on a call with standardized and well documented information through an email will definitely enhance customer satisfaction. Also, the customer can save such emails for future reference.
Email support services have other advantages as well, such as:
• High lead qualification ratio
• Cost efficiency
• Acts as an authorized form of communication
Email support services are also ideal for instruction-based query resolution or sophisticated information. It adds another effective layer to your customer support initiatives. By outsourcing email services to an offshore provider, you can ensure 24×7 support for your customers.
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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