Tuesday, January 19, 2010

Choosing the 'Best One' for your Call Center Needs

BPO business in India has been expanding and has known no bounds as more and more companies are selecting India for their business needs. Among the clusters of BPO in market, it’s important for a company’s Key Opinion Leaders to decide on one ‘best’ call center which could easily handle their marketing challenges efficiently and with operational transparency. In this cut – throat competition and time congestive era, the keys to success lies in efficiency, quality and speed.

Why India?
The 12 hour of time hiatus, technical savvy and English proficient generation, swift government practices, more effective and better human resources, state- of- the- art infrastructure and operational efficacy make it a favorite outsourcing spot.

Why Outsource?
Outsourcing helps the management in cost cutting. The top management can focus their concentration on other different spheres of their organization like more competitive advantage, business development and core processes. Moreover, it’s beneficial and cost- effective method which assures high quality output to the clientele

What to Outsource?
Companies are outsourcing sales, marketing, telemarketing, customer services and technical support services. You can choose from a wide range of inbound and outbound services available across various business portals. Be it phone answering services, technical information or market research about a product, mystery shopping, helpdesk support, Telemarketing Services, emergency or direct response or claims processing.

Who is outsourcing?
U.S, Australia and U.K based almost every corporate giant and fortune 500 companies.
It’s difficult to choose a right BPO when the business of outsourcing has been flourished unprecedentedly. It’s better to avail services of one stop shop which provides end to end solutions for all your call center needs by offering a wide array of inbound and outbound services such as customer care services, telemarketing, technical helpdesk support, back office, email and chat solutions, research activities, voice broadcast and software development.

Source: http://www.callcentersindia.com/

Friday, January 8, 2010

Call Center Industry In The Philippines

Business Process Outsourcing started in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.

The call center industry is an up-and-coming industry in the Philippines. Business Process Outsourcing (BPO) is regarded as one of the fastest growing industries in the world.

The Philippines is also considered as location of choice due to its less expensive operational and labor costs. In 2007, The Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry.

At Live Help Philippines’s Dedicated Call Center, you can hire virtual assistant from our very talented pool of call center experts, or even the entire customer support team having expertise in your desired skill set. In addition, Our In-house expert’s team is equipped with communication equipments to get in touch with our Clients via Instant Messenger (Skype, MSN, Google Talk, Yahoo, etc), on-line web conferencing, e-mail, telephone, and many more.

Article Source: http://www.officialwire.com/

Friday, January 1, 2010

Call Center Efficiency through Improved Customer Categorization

If you’re an inbound call center manager, you can probably relate to the following customer “types:”

There’s the “Pokey Peruser,” the person who dials into the call center all the time, but never buys anything. This customer poses a serious challenge for the call center because they tend to eat up gobs of agent time with trivial, sometimes even downright silly, questions -- or sometimes just to “chat” with someone -- yet there’s no way to determine whether they will eventually, one day, start buying and turn out to be a worthwhile customer.

Then there’s the “Sporadic Spender.” Like the “Pokey Peruser,” the “Sporadic Spender” also tends to dial in with a lot of questions – yet they only buy something once in a blue moon – raising the question, how much costly live service should be devoted to this customer?

Then there’s the “Surging Shopper.” This is the customer that buys occasionally, yet based on their demographic could potentially become a very good regular or “premium” customer. You want to provide this customer with prompt and knowledgeable service, because they could one day be one of your best customers.

Then there’s the “Champion Customer.” This is the loyal and satisfied customer who always comes back for more. Thus they deserve the highest quality customer service you can provide, so as to ensure they remain loyal.

read more......

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