Telemarketing Basics Can Lead to Call Center Success

While call centers have evolved into multi-channel contact centers with various initiatives and technologies, telemarketing is still a basic concept within many of these centers. For those conducting outbound calling, there are certain “basics” that never change, and if followed can help to generate successful practices.

TeleResources (News - Alert), Inc. recently published the white paper, “Understanding Telemarketing: A Quick Start Guide to Telemarketing Success.” In this report, the company provides key basics that are important for every call center that performs outbound or telemarketing services.

One of the first things to consider when designing a call center that will perform telemarketing services is the design. This is not to say the design of the building, but the design of the center.

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Call Center Project - Outbound B2C Club Membership Sales campaign

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Projects Details:

Type : Project

Id : 56327886

Category : Call Center

Title : Outbound B2C Club Membership Sales campaign

Total Requirement : Centers with minimum 10 seats

Description :

We are USA based company and looking for centers with 10 seats for our outbound B2C Club Membership Sales campaign. Centers have to call in USA as per the USA timings and sale a Club Membership. Calling data and training material will be provided by us. Payout would be 40 USD per approved club membership sale and payment will be made on weekly basis. Interested service providers are requested to contact us with their profile as soon as possible.

Budget Estimate : 40 USD Per Sale

Country : United States

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How to alert call center agents when high-value customers call

How can we alert our call center agents when calls come in from high-value customers? We'd like to make agents aware that these calls are a priority. Are screenpops or something similar the best method for this?

There are several ways to alert call center agents when high-value customers call in. We can make a high-value customer's name come up a different color on the screen or we can have something that comes up on the screen that assigns high, medium or low value to a customer. One of the best and most immediate things I've ever seen is when the usual background color of the screen itself actually changes for a high-value customer. For example, American Airlines has it set up that the blue background that is normally on the screen changes to a red background when the agent is looking at a "million-miler" or a "platinum flyer." That way it is immediately obvious to the call center agent and she can't miss it. After all, that's really what we're after here, something that is easy to see, doesn't get in the way and doesn't require looking at a particular thing.
I'd like to applaud the person who asked this question because we think it's important and a good idea to make call center agents aware that these calls are a priority. It's important for agents to understand that it is not just about having a good transaction or even making a profit on the transaction. Agents should instead think about the value of the relationship with the customer and make sure that the relationship takes the highest priority in the call.

Source : http://searchcrm.techtarget.com/

Call Center Project - Dialing for Live Chat Support Service

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Projects Details:

Type : Project

Id : 84487845

Category : Call Center

Title : Dialing for Live Chat Support Service

Total Requirement : Center with 1 to 2 Seats

Description :

We are India based company looking for a small call center to dial in any of the given places USA, UK, Canada or Australia for our live chat support service. For this campaign we need 1-2 seats, center need to manage their own leads and calling script. We will guide providers for preparing calling script. Payout will be 100 USD per sale. Interested service providers are requested to contact us as soon as possible with their proposal.

Budget Estimate : 100 USD Per Sale

Country : India

Status : Closed

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Call Center Project - Holiday Package Sales

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Projects Details:

Type : Project

Id : 16752852

Category : Call Center

Title : Holiday Package Sales

Total Requirement : centers with 15 to 25 seats

Description :

We are Australia based company and looking for centers with 15 to 25 seats for our requirement of our holiday packages sales. We need centers that have prior experience in dialing for Holiday campaign. Centers have to call in Australia and New Zealand and make a sale of our Holiday Packages. Calling data and training material will be provided by us. Payout would be 50 to 140 AUD per sale and payment will be made on weekly basis by wire transfer. Interested service providers are requested to contact us with their profile as soon as possible

Budget Estimate : 50 to 140 AUD per sale

Country : Australia

Status : Closed

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Maximizing VoIP Benefits in the Call Center

Enterprises are just beginning to examine which new applications they can run on their new VoIP platforms. Interactive chat has become more common in companies and VoIP makes it simpler to connect a voice user to this data application. "Companies can now be proactive and ask customers if they need help when they see that they may be having trouble navigating through a Web page," said Beagle Research's Denis Pombriant.

Voice over Internet protocol (VoIP) has recently become more common in corporations large and small. By combining separate voice and data transmissions onto the same line, this new communications option enables companies to lower their telecommunications costs and, after taking advantage of the savings, companies are looking to extend VoIP's benefits.

"Now that many companies have put VoIP infrastructures in place, some are looking at ways to leverage their investments and gain a competitive advantage," said Rich Costello, research director at market research firm Gartner.

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Call Center Project - Validating Client Database

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Projects Details:

Type : Project

Id : 21339652

Category : Call Center

Title : Validating Client Database

Total Requirement : Center with 5 to 10 Seats

Description :

We are India based looking for call center for our Database validation campaign. We need center with 5 to 10 seats that can call in India in business hrs. and verify contact details of clients of various industries from our data base. Calling data and scripts will be provided by us. Our budget is 500 – 1000 USD and duration for this campaign is 1 Month. Interested service providers are requested to contact us as soon as possible with their proposal.

Budget Estimate : 500 - 1000 USD

Country : India

Status : Closed

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Call Center Project - Appointment Setting

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Projects Details:

Type : Project

Id : 20034308

Category : Call Center

Title : Appointment Setting

Total Requirement : 2 reps to start @ 6 - 8 hours daily

Description :

We are USA Company. We are looking for a call center to outsource our requirement of appointment setting for marketing and installation Alarm Systems for the greater California Bay Area. We are looking for center with 2-10 reps to start at 6 - 8 hours daily and they have to call in greater California Bay Area. Telemarketing will include setting appointments with potential Business and Residential Customers for our sales reps to close. The center will have to manage their own leads but we will provide the training and script for calling. Our Budget is 2500 - 5000 USD monthly. Interested centers are requested to contact us as soon as possible with their proposals.

Budget Estimate : $2500 - $5000 monthly

Country : United States

Status : Closed

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The Viability of Video Contact Centers

The technology that drives video contacts may be maturing, but are customers and contact centers ready for video calls? Industry experts offer their views.

Did the agent who handled your call look professional and friendly?

It’s highly unlikely that the above question is included in your current post-call customer survey. That question, however, may not be considered so odd in the near future.

Several technology analysts and others in our industry believe that contact centers and customers alike will soon embrace video contacts — pointing out that the technology driving such contacts is ready for primetime, and that customers are hungry for more personalized live support.

“One hundred percent customer satisfaction is the score all enterprises aim for,” says Mona Sultan, an analyst on the Customer Interaction Technologies team at Datamonitor. “Video can be a wonderful tool to achieve this, as it can break down facile barriers that exist with faceless telephone conversations.”

Steve Kowarsky, executive vice president of IP contact center technology provider CosmoCom, offers a similar sentiment. “The big advantage [of video in the contact center] is the enhanced customer bond created by expanding the human dimension of the customer care interaction.”

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Call Center Project - US Mortgage Lead Generation with Hot Transfer

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Projects Details:

Type : Project

Id : 78243535

Category : Call Center

Title : US Mortgage Lead Generation with Hot Transfer

Total Requirement : Center with minimum 20 seats

Description :

We are India based looking to outsource our requirement of US Mortgage Lead Generation with hot transfer. We are looking for centers with minimum 20 seats to dial for our lead generation campaign. Service providers have to call, mortgage leads of US and confirm the details from them. If they fall into our criteria then center will transfer the call to US. This will be counted as a verified lead and center will be paid USD 30 per lead. The centers have to arrange their own leads and calling will be made in US business hours. Interested centers are requested to contact us as soon as possible with their proposals.

Budget Estimate : USD 30 Per Lead

Country : India

Status : Closed

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Call Center Project - Appointment Scheduling for Mumbai Based Centers

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Projects Details:

Type : Project

Id : 72780259

Category : Call Center

Title : Appointment Scheduling for Mumbai Based Centers

Total Requirement : Centers with 50 to 100 seats

Description :

We are India based looking to outsource our requirement of Scheduling Appointment for the different products launched by the company. It’s an ongoing requirement and we are looking for the centers only from Mumbai with minimum 1 year of experience. The calling will be domestic (in India) and it will be between normal business hours. We are looking for the center with 50 to 100 seats. We will provide the leads and training material to the center but before selecting the center we will visit the center for checking. The approximate budget for the project is USD 5000 to 10000 per month which can also go to USD 20000 if the center performs well. Interested service providers are requested to contact us as soon as possible with their proposals.

Budget Estimate : USD 5000 to 10000 Per Month

Country : India

Status : Closed

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The Secret to Call-Center Productivity

If there’s one thing today’s call-center managers are likely to lose sleep over, it’s how to boost agent productivity. After all, you can save money by using technologies like VoIP, but the majority of contact-center costs lie in recruiting and retaining employees. As a result, any increase in their productivity can greatly enhance the return on investment.

But while much-ballyhooed bonuses and exorbitant incentive packages can increase productivity, they can also cause agent burnout. Here are four ways to get the most out of your contact-center agents — without driving them into early retirement.

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Call Center Project - Telemarketing campaign for existing customers

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Projects Details:

Type : Project

Id : 14691949

Category : Call Center

Title : Telemarketing campaign for existing customers.

Total Requirement : Min 10-15

Description :

We are a Canada based company having an office in Pakistan. We are looking for a call center for our Telemarketing campaign. Call Center need to sell different cell phone plans to the existing customers of our company. We need Center with min 10-15 seats. Payout for this process is 20$-25$ Canadian dollar per sale and will be paid monthly. We will be providing Database, complete Training and Script. Interested Center are requested to contact us as soon as possible.

Budget Estimate : 20$-25$ CAD per sale

Country : Pakistan

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Call center firm takes good care of its own

Call center agents are a unique breed.

Because they primarily service callers from the United States, they work the graveyard shift because of the time difference between the two countries. They have to deal with a lot of stress because of the many irate clients. Also, they are given very little room for error when fielding calls.

This kind of work lifestyle brings with it its own set of potential health hazards, which prompted call center company Sitel Philippines to devise the “Our Health, Our Wealth” healthcare program.

The program initially covered the 1,600 employees working at Sitel’s two Baguio City units, but was later extended to include employees at three other Sitel sites in Pasig City, Eastwood, and Pioneer.

Under the program, the call center agents get to attend lectures on how to deal with their unique problems, such as catching sleep during shifting schedule, maintaining a healthy heart, using ear devices properly, and avoiding unhealthy habits such as smoking and taking drugs.

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Call Center Project - T-Mobile Campaigns

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Projects Details:

Type : Project

Id : 93461995

Category : Call Center

Title : T-Mobile Campaigns

Total Requirement : Minimum of 10 seats

Description :

We are a India based company looking for a call center for our requirement of T-Mobile Campaigns. We need center with minimum of 10 seats. Payout for this process will be as per plan sold.

Plans are as below:
250 monthly net activations (through L class) - 60.00 USD per primary
251-500 monthly net activations - 65.00 USD per primary
Each add’l line (2-5 per family plan) - 20.00 USD per add line
Each “M” class net activation - 10.00 USD per primary

Payouts will be weekly. Payment will be made once the center reaches $1000 and if center activates some extra plans it will get more $30 per connection. Interested Center are requested to contact us as soon as possible.

Budget Estimate : As per plan Sold

Country : India

Status : Closed

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Call Center Project - UK Wireless Campaign

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Projects Details:

Type : Project

Id : 73757303

Category : Call Center

Title : UK Wireless Campaign

Total Requirement : Center with 50 to 100 seats

Description :

We are UK based and looking to outsource our requirement of Call Center. We are looking for the center for our UK Wireless Campaign. We are looking to the center with 50 to 100 seats with the payout of 40 GBP per connected sale. The center has to arrange for there own leads and have to dial in normal UK business hours. The payment will be bi-weekly and the mode of payment will be discussed with the centers. Interested centers are requested to contact us as soon as possible with their proposals. Please go through the attachment for more details.

Budget Estimate : 40 GBP per Connected Sale

Country : United Kingdom

Status : Closed

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Want More from Call Center Agent, Upgrading the Agent’s Role:

One of the critical differentiators for managing the customer experience in the current economy is how well your center can leverage your frontline agents and their core skills.

In the past few years, a number of factors have been converging to create a situation that is transforming the agent’s role within the center and the enterprise (e.g., globalization, virtual contact centers, outsourcing, technology). With this changing landscape come new challenges. The average contact center agent’s job is evolving into a higher-skilled position requiring a more advanced level of IT knowledge, as well as business and communication abilities, according to research by contact center analysis firm Con¬tactBabel.

We found this to be true in a recent ICMI study on agent empowerment, as well. A majority of the participants (78.4 percent) are increasingly relying on input from contact center agents to improve the customer experience — from seeking agents’ feedback during team meetings to getting them involved in the content and design of customer satisfaction surveys. Two-thirds of the contact centers responding to the survey also actively involve agents in improving the tools and applications used to provide a positive customer experience. The payoff is significant: 86.4 percent of centers say that the impact of agent involvement and empowerment has had a positive impact on customer satisfaction.

Last month, I touched on the challenges managers are facing in attracting and retaining qualified candidates. The articles in this month’s CMI delve into trends, issues and practices that further illustrate the need to adjust agents’ job descriptions, activities, skill sets, and hiring and training processes to meet the requirements of a shifting economy.

In our industry, it’s really true that it’s the people who make the difference. Contact center leaders will need to contend with market demands by reevaluating their agents’ function, and consider ways to move beyond the traditional job role to a position that helps the enterprise to maintain growth targets and increase customer and shareholder value.

Source: Susan Hash, ICMI

Call Center Project - Appointment Setting for Vacation Resort

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Projects Details:

Type : Project

Id : 21447244

Category : Call Center

Title : Appointment Setting for Vacation Resort

Total Requirement : Minimum 12 to 15 Seats Center

Description :

We are India based looking for call center to schedule appointment for a Vacation Resort. Center will have to dial for USA and Canada having the capacity of minimum 12 to 15 seats. The center will have to dial for 6 days a week and payout will be USD 150. They have to arrange their own leads and have to convince the people for attending the seminar in their particular city. The payment will be done weekly by bank transfer. Interested centers are requested to contact us as soon as possible with their proposal.

Budget Estimate : USD 150 per fixed appointment

Country : India

Status : Closed

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500 jobs coming to Mansfield

Mansfield is to be the site of a call center that will create at least 500 full-time jobs when Colorado-based company StarTek comes to town at some point this summer.

The positions, with an average salary of $24,000, will handle customer service for the wireless communications business. Local officials estimate the total payroll to reach $12 million.

Economic Development Director Tim Bowersock said he can’t remember the last time an out-of-town company created that many new jobs in Mansfield all at once.

“It’s been a while,” he said.

Bowersock said StarTek has outsourced some of those jobs overseas, but is bringing them back to the United States.

“This is one of three or four new centers they’re establishing this year,” Bowersock said.

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Call Center Project - 24*7 Customer Care Solutions

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Projects Details:

Type : Project

Id : 16833382

Category : Call Center

Title : 24*7 Customer Care Solutions

Total Requirement : Contract for 3yrs.

Description :

We are Canada based organization looking for an experienced call center provider for our 24*7 customer care solutions. Call center provider will handle extremely high call volumes during periods of extended and extensive power outages. These are typically caused by storm systems passing through our Province. The contract term would be 3yrs. with two 1yr. options to renew. We required best quotations in Canadian dollars only.

Under normal outage conditions, the systems and processes we have in place are capable of processing 10,000 to 15,000 calls per hour. During major storm or other large outage events, this capacity may not be sufficient. A recent heavy winter storm period during the months of November 2006 to January 2007 demonstrated that our existing capacity cannot process the extremely high call volumes often seen in these circumstances. During peak times in this period we were experiencing 35,000 to 37,500 calls per hour. In a normal year there are approximately 150,000-200,000 trouble calls, and during the recent storm season there were over 500,000 call attempts during the eighteen days at the height of the storms and their aftermath. All outage related calls are made from our toll free number.

The scope of work as given as below:

1. The Service Provider’s proposed solution has the overall capacity to handle customer calls by the application of technology, service offerings and/or process changes.
2. The proposed solution provides a seamless and secure interface with our existing customer service and outage communications technologies in order to exchange information between our departments, call center & our customer.
3. All activities of call center can be tracked with real-time monitoring and reporting to enable business decisions, such as resource allocation, during large outage events.
4. All information of customers must be stored securely.
5. Call Center solutions must be available for 24 hours a day 7 days a week, and capable to turning off or on in real time.
6. Calls processed by the call center that require interaction with a call centre agent have the option of being returned to our call centre. Service provider should explain the process flow for a successful connection back to us or alternate treatment if that is not possible due to busy signals or other connection issues.
7. Selective call back – An option to provide automated selective call backs to customers (e.g. on power restoration).
   

Interested providers are requested to apply before 23rd January, 2008. We need to start the work by 15th March, 2008. So, apply as soon as possible. For more details please have a look on attachment.

Budget Estimate : Need Best Quotations

Country : Canada

Status : Closed

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Call Center Project - Various Call Center Campaigns

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Projects Details:

Type : Project

Id : 19487431

Category : Call Center

Title : Various Call Center Campaigns

Description :

We are India based and looking to outsource our various call center campaigns. We are looking for the center with a least 10 seats. Below are the campaigns which we are looking to outsource.

1. Dish Network USA
2. Direct TV USA
3. Sprint Wireless Program
4. Sprint Soft Phone Solution USA, UK, Canada
5. Lead Generation Program USA
6. 3G and ORANGE Mobile Phone
   

The center will have to arrange for their own leads. The payment will be done on weekly basis by Paypal. Please see the attachment for the details of payout for every campaign. Interested centers are requested to contact us as soon as possible with their proposals.

Country : India

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IGNOU to set up own call centre

NEW DELHI: Taking a cue from multinationals, Indira Gandhi National Open University (IGNOU), in a bid to connect with its student in a better manner, is all set to ride the BPO bandwagon.

IGNOU, the biggest open university of the country, will set up its own call centre for answering queries of their 1.7 million students seeking courses in correspondence. The proposed call centre would be outsourced to a private company that would take up the calls round the clock.

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A cry for help at India's call centers

Those working nights answering calls from the U.S. and Europe face sleep disorders, heart disease, depression and family discord.

NEW DELHI -- The call center job came with a good salary and good perks, especially compared to many other opportunities for young people in India.

But as 26-year-old Vaibhav Vats says, it was doing him no good. His weight grew to 265 pounds and long overnight hours gave him little time for a social life. Eventually, he quit.

"You are making nice money. But the trade-off is also big," said Vats, who spent nearly two years at an IBM Corp. call center handling customer calls from the United States.

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Call Center Tender - Call Centre ( INBOUND ) and Back Office Outsourcing

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Projects Details:

Type : Tender

Id : 19672776

Category : Call Center

Title : Call Centre ( INBOUND ) and Back Office Outsourcing

Total Requirement : 5 Years Contract

Description :

We are UK’s leading water and wastewater Services Company seeking innovative solutions for right shored voice and back office solutions from a mutually beneficial partnership with the successful Service Providers. The Service Providers will be required to support challenging targets of reducing the ‘cost to serve’. The customer centre serves the whole region handling 9500 calls from customers per day and 2000 letters. Services may expand due to additional service contracts managed by the Utility. The work required is for participation in customer contact management and service fulfillment, and will include customer contact management, telephone/written/e-mail for billing and/or operations. Additional requirements may include some or all of the following:

• Service related inbound calls plus outbound sales fulfillment calls;
• Outbound dialing and campaign management;
• Billing support activities;
• Cash and credit management;
• Data integrity.
  

We will require centers for following work:
A. We are seeking voice solutions to manage clean and waste accounts through the entire lifecycle of a customer. This may include account set up, information requests, account management such as taking payments and initiating debt recovery, and finally account closure.
B. We are seeking Back Office solutions to manage written, web and email enquiries from customers regarding their metered and unmetered accounts. This would include outbound voice contact where appropriate.

We are attaching the further details in the attachment. The closing date for this tender is 15th of January 2008, 12:00.

Interested companies are requested to apply for this tender before the DEADLINE.

Budget Estimate : Looking for Best Proposal

Country : United Kingdom

Status : Closed

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