The Must-Have Contact Center Technologies

A contact center, which is normally referred to as the e-contact or customer-interaction center is the nerve of your business communication or customer interaction. It is the central point in any given enterprise from where all the business’ customer contacts are managed.

An enterprise’s contact center typically comprises of one or more virtual call hubs. They may however include other forms of customer contact details as well. These details may include email newsletters, Web site chats and inquiries, postal mail directories and a collection of customer information put together during in-store purchasing. Normally, this center makes part of the general customer relationship management (CRM) of an enterprise. Regardless of the nature of your business, here are some technologies that make your contact center live to its task.

The Automatic Call Distributor (ACD)

An automatic call distributor (ACD) or dialer is something that every call center should have. It will help manage all incoming calls to the call center and route them out to the right party basing on some handling instructions that are pre-established in the system. Most of these ACDs or dialers have skill-based routing technology which directs calls to the appropriate agent at the call center based on their skillset.

Email response management software

Emails are an important and common means through which every organization communicates with not just the customers but all stakeholders as well. The email response management software will automatically handle the enterprise’s emails based on user-defined rules. This email software is currently used by different call centers to manage enormous volumes of mails. The software can track and record the status of every email message and even a follow-up message. Email response management software is often used also to provide automated responses to different incoming mails guided by similar email responses from the past.

Campaign Management

This contact management technology is used in the call center to let the dialer know who is supposed to be contacted. With that information, it produces a list of telephone numbers or enables the dialer to create a list of email contacts. If you have a more advanced campaign management solution then it will also show you the response activities for each customer.

Call recording solution

The call recording is often required in the call center industry to keep a record of call interactions for use in the future should need arise for the same. Call records can always be required for legal matters or as evidence of interaction that has taken place before. The needs for call recording may differ from agency to agency or with circumstances. The technology will capture all interactions that can later be replayed if necessary. These call recording solutions may capture only the call, or may add in other related screens along.

The IVR

At times you may not require a live agent for communication interactions regardless of the business or industry being served. These are common interactions requiring certain specific responses, and that is where the interactive voice response solution comes in. In addition, the contemporary increasingly mobile consumer is more interested in the ability to handle their own interactions, which makes the IVR an indispensable solution. The interactive voice response (IVR) technology enables self-service and lessens the organization’s cost of operation.

Quality Management Solution

This solution provides the management with the needed insight into performance and interactions that involve service to the customers. Organizations must be so concerned with the way they (their staff) interact with customers since that will determine the overall performance of the organization and the image the public will attach to them. Call center agents are supposed to adhere to particular procedures and policies within the organization and the quality management solution makes this much effective.

The News – Alert (CTI)

With the Computer telephony integration or news alert, the call agents no longer have to spend time looking through customer directory for customer information. Neither do the customers have to provide pertinent information any more at multiple stages of the call. This advanced call center technology links up the ACD and the CMS app to deliver a screen pop up with the basic needed detail.

Outsourcing Can Help Maximize the Cash Flow of A Business

In the tough economic conditions of today, every business, especially small businesses look to maximize their cash flow. In layman terms, cash flow is a measure of financial health of a company. Meaning that how much cash a company receives minus how much cash the company pays, in the form of depreciation, amortization, and depletion.

Businesses tend to minimize their cash out flow and increase their cash inflow to maximize their overall financial health. Outsourcing comes to the rescue of businesses suffering from cash flow problems and helps them increase their cash inflow in addition to minimizing there cash out flow.

Small businesses can reap great benefits from outsourcing in terms of maximizing their cash flow. The ways in which outsourcing can help maximize the cash flow are discussed below.

  • When a business outsources one of its processes besides outsourcing the intellectual process the business saves on cost that would be spent on building infrastructure. Meaning that the cash that could have been paid on establishment of infrastructure, and then on its maintenance is saved, resulting in a decrease in the cash payable of the business. When the cash outflow is minimized it ultimately leads to maximization in company’s financial health.
  • When a business outsources its process or processes, they are usually outsourced to a location where the cost of labor is cheap and is more value driven. The same human resource on shore would cost business to pay substantially more cash compared to what a business would pay to an outsourcing company. Thus resulting in a decrease in cash out flow, consequently a better health of company financials.
  • The third scenario in which outsourcing can help business maximize its cash flow is in terms of the quality of product or services offered.  The outsourcing companies specialize in the services they offer, therefore when a business outsources one of its processes to a good outsourcing company, the experts at the company make sure that the customers are satisfied and more the customers are satisfied, more revenue would the business generate, resulting in a higher cash inflow.
  • Capital expenditure is a definite saving in case of outsourcing. Like if a business needs a telemarketing team on shore, it needs to have an infrastructure, hire employees, buy equipment, all of which would require capital. On the other hand, if the business decides to outsource the same process, it wont need to spend a dime in capital, all of the hiring and infrastructure will be managed by the outsourcing company, thus resulting in the business having more cash at hand, and an improved financial condition.

In a nutshell, small businesses that are already short on cash, and need to minimize their cash outflow, should turn towards outsourcing, to maximize their companies over all financial health.

Increasing Leads By Availing Outbound Telemarketing Services

A business needs customers to make profit and survive in the market. There are different ways by which a business attracts customers towards itself. A business can opt for traditional TV and newspaper ads, or can opt for search engine marketing. However, at this point of time, telemarketing remains the leader when it comes to lead generation.

For targeting customers via outbound telemarketing, the general trend with businesses is to avail outbound telemarketing services. Such service provider can help a great deal in improving the number of leads a business generates and ultimately the number of sales increases. The lines below give a detail of how outbound telemarketing services providers can help improve leads generation.

Script Writing:

The quality of script directly affects the outcomes of an outbound telemarketing campaign. The outbound telemarketing campaigns have expertise in writing persuasive script upon the demand of the client. The script provided by outbound telemarketing services provider is most apt for the outbound telemarketing campaign of the business and it definitely helps increase the leads.

Round The Clock Service:

Due to the time zone difference, a business needs an outbound telemarketing campaign that can dial at different hours of the day. Outbound telemarketing services providers with their extended setup allow the business to run their outbound telemarketing campaign in different hours of the day. The more dialing is done, more are the chances of increasing lead. Thus, outbound telemarketing services providers with their availability help increase the productivity of outbound telemarketing campaign.

Quality Professionals:

The quality of professionals in an outbound telemarketing campaign is directly proportional to the success of the campaign. An outbound telemarketing services providers hires quality professionals, who with their vast experience, convinces the prospects into making purchase related decisions, thus increasing the leads of the business.

Conclusion:

In short, availing outsource services for outbound telemarketing helps a business increase its leads, where the service provider applies a combination of full time availability, quality professionals and persuasive script.

The Important Role Played By Outsourced Call Centers In Achievement of Business Goals

Every business has its goals. Some want to increase the number of their customers, some want to retain their existing customers, while there is other who wants to supersede the competition. No matter whatever the goals of the business are, every business wants to achieve and sustain them as long as possible.

Whether a business wants to increase its customers, retain them, or wants to supersede its competition, the outsourced call centers can help it achieve all these objectives. The lines below explain how outsourced call centers can help business in doing so.

Outsourced call centers

Increasing Customers:

If increasing of customers is the goal of the business then outsourced call centers can help the business achieve this goal effectively and efficiently. The outsourced call centers can help business to increase its customers by starting excellent outbound telemarketing campaigns. With experienced professional and persuasive script, the outsourced call centers push the prospects further into purchase cycle, making more sales for the business.

Customer Retention:

If retaining of customers be the goal of the business, then it can also be efficiently achieved with the help of outsourced call centers. The outsourcing companies provide inbound customer support services. With the inbound service provided by outsourced call centers, a business can easily retain the existing customers. The experienced agent of outsourced call centers know how to tackle and satisfy the customers, therefore, the customer stays loyal and happy with the business.

Cost Leadership:

Becoming a cost leader among the competitors is also one of the goals which outsourced call centers can help the business achieve. The services provided by outsourced call centers come at a very cheap price, moreover, after availing of call center services, a business saves the cost which might have been spent on infrastructure development and hiring of employees.

Bottom line:

In short, the call center outsourcing can help business retain customers, capture new customers, and become a cost leader in the market.

Marketing Advantages Provided By Inbound Outsourced Call Centers

 

The primary purpose of an inbound call center is to receive calls on the behalf of the business, and provide solution to all the queries and concerns of the customer. Businesses who have resources establish their own inbound call centers, on the other hand, businesses that are short on budget, hire call center services providers and outsource their call center.

Inbound outsourced call centers is a great way to provide customers with total satisfaction, in addition such call centers can also provide a business with great advantages from marketing perspective.

Inbound outsourced call centers

Enhanced Reliability:

An employee in the office working as a customer support agent cannot be relied upon, as the employee may be performing other tasks as well. However, when hired a call center services provider, all the customer’s issues, complaints, questions, and concerns are solved by the outsourced call centers agents in the most professional manner.

Round The Clock Service:

The employees of outsourced call centers are nothing like ordinary employees. It is a part of their job description to work round the clock in alternate shifts; therefore, the customer always receives support service.

Customer Satisfaction:

Call center services providers hire professional that have expertise in client dealing. Therefore, by availing the services of such a company a business ensures that the customer receives full satisfaction.

Customer Retention:

The top-notch services provided by inbound outsourced call center staff resolve all the concerns of the customer, leading to customer satisfaction, which consequently leads to customer retention.

Promotion:

The inbound outsourced call centers can also provide the marketing advantage of added promotion. The customer that calls the help desk can be provided with the additional promotion campaign that the business is running, this way two birds are killed with one stone.

In short, call center services provider offering inbound call center services, if effectively utilized can provide the business with great marketing advantages.

Advantages of a Bilingual Employee Working in Outsourced Call Centers

A call center is a bridge between the customer and the organization. Among outsourced call centers, the inbound call center is a true representative of the value a business gives to its customers. By establishing a call center, a business ensures that it values its customers, and wants to help them in every regard possible.

Outsourced Call centers

In America and other Western countries, there is a great diversity in customer base. Due to the diversity in the residents of these countries there is a definite need to have bilingual support agents working in outsourced call centers. Especially with regards to inbound customer support desk, there is a great need for bilingual customer support agents.

Having a bilingual employee serving at the call center reduces the call waiting time significantly. As finding another person during the call that understands the foreign language takes time, therefore, a CSR who can speak different languages reduces time significantly.There are outsourcing companies that specialize in offering services related to outsource inbound customer support desk. The business that avails such a service can reap many benefits from it, a few of which are listed below:

  • A CSR working as an outsource inbound customer support desk agent has a chance to furnish his skills in the second language by interaction with customers. This skill when developed can be utilized for telemarketing purposes.
  • In bilingual outsourced call centers, the query of the customer is resolved in one call, and there is no need to transfer the call to some other CSR due to the language barrier.

In a nutshell, having an outsource inbound customer support desk with bilingual CSRs can help business save time, cost and provide a higher level of satisfaction to the customers.

Outsourced Call Centers A Dire Necessity For Businesses to Prosper

In this competitive world of today, everyone is looking for saving on cost. The need becomes dire in case of businesses, that due the global nature of world, need to be cost saving so that they can compete with the global competition. When it comes to outsourcing, then outsourced call centers is not a new phenomenon.

The call centers that are outsourced they facilitate the business in various regards, some of which are:

Outsourced Call Centers

  • Customer service
  • Back office service
  • Chat and email services
  • Telemarketing
  • Order processing

The Need For Outsourcing Call Centers:

If the above-mentioned functions are performed by call centers in-house, it may turn up very costly for the business. The outsourced call centers are expert at what they do, therefore, a business needs not to worry about this aspect of the business, and can focus its attention towards matters of strategic importance.

Qualities of Good Outsourced Call Centers:

The innate quality of every competent outsourced call center would be their expertise. Good outsourced call centers need to have experts in every kind of services they offer. The primary differentiators of a good outsourced call center are give below:

Monitoring of Quality- The primary reason businesses outsource their process, is not only reducing cost, but also receiving quality results in minimum cost.

Operations Management- Outsourced call centers deal with all the operations related to call center. Therefore a good call center will cater all the call center operations related needs of the business, reducing the burden of the business.

Process Cycle- A professional outsourced call center must have the expertise pertaining to the Process cycle of a call center, starting from leads generation to the end point of closing a sale.

Bottom Line:xpertise pertaining to the Process cycle of a call center, starting from leads generation to the end point of closing a sale.

In short, outsourced call centers have become a dire necessity of businesses. The businesses that want to excel and supersede the competition must outsource its call center processes.