SMS is among the most ubiquitous communication tools on the planet-three billion users worldwide according to Portio Research-but banks are struggling with how to fold it into their operations. Today, many banks offer text-based alerts around account balances, but two-way interactions are generally limited to transactional information; and capabilities have not progressed much in the past year.

Now there are signs that consumers are growing disenchanted. A recent Javelin study forecasts a big slowdown in the number of new households receiving SMS alerts as they conclude that alerts fail to deliver timely information, are too generic and are too difficult to tailor. "Consumers are trying it and not finding it as helpful as they'd hoped. Customers want SMS, but they want it better," says Mark Schwanhausser, a research analyst at Javelin. For the institution to entice customers and make the most effective use of SMS, Schwanhausser and other analysts say banks need to transform texting into a two-way engagement.

Stepping into the SMS fray last month was SoundBite Communications, which unveiled a novel SMS platform that offers improved customer service by tying SMS to the call center. Rather than calling a customer support center, with SoundBite's Contact Center Text Messaging Solution a consumer can send a text message using a keyword and five digit telephone number, known as a short code. When the consumer sends a text message, the SoundBite Dialog Engine reviews the message using a set of predefined business rules. Based on the results, the solution automatically responds with a personalized text message. If the consumer's text message warrants special attention, the message can be routed to a customer support agent who can access the entire message history and respond using the SoundBite Agent Text Portal. The entire text message conversation can transition from agent to automation and vice-versa, depending on the consumer's most recent response.

Executives at SoundBite say that consumers may be frustrated with banks' current SMS capabilities, but texting remains their preferred means of communication. According to a survey commissioned by SoundBite through Chacha.com, 52 percent of respondents prefer customer support via texting, while 35 percent preferred voice. One big reason is that texting doesn't require a customer to wait on hold, says Alan Berrey, vp of market development at SoundBite.

George Peabody, director of Mercator Advisory Group's emerging technologies advisory service, agrees that SoundBite's offering is a potent new tool for organizations that want to leverage consumers' communications preferences and the ubiquity of the mobile phone. "They're taking the experience with Web chat and opening it up to a broader audience because of SMS's huge user base." Meanwhile, George Tubin, a senior research director at TowerGroup, says two-way SMS make enormous sense. "Alerts now are static but useful. But to take action I've got to go to the bank branch or make a call."

That said, SoundBite could have a tough go of it on two fronts. First, there are IT budget concerns. Second, SoundBite must muscle into a competitive field. ClairMail, Sybase, and M-Com are just some of the big players in the space. All three offer a mobile baking solution that integrates Web browser, applications and text messaging, and some analysts wonder if SoundBite's text-only approach is viable even if its customer service focus is unique. Schwanhausser says it's critical that banks integrate all three modalities into their mobile offering "because that's what customers demand." And Red Gillen, a senior analyst at Celent, adds that "the market is pretty saturated. If [SoundBite] is serious they need all three." However, Peabody is not so certain. While banks will need to offer all three modalities, he says it's not clear that they must get all three from the same vendor.

Some analysts also question the wisdom of linking SMS to the call center at all, arguing that text messaging will increase the costs of the call centers and reduce mobile banking's ROI. The purpose of mobile banking is to avoid the call center, says Nick Holland, a senior analyst at Aite Group. "The beauty of mobile banking is it disintermediates people. If anything call center text messaging is a step backward." Peabody again counters that banks should not think of communication channels in either/or terms. The goal is to communicate with the customer as effectively as possible.

Source : American Banker

The definition of Call center, usually targets the area of technology, ie, structure, design of hardware and software and the functionality that is provided through the systems. Specify what is a call center goes beyond a computer system or cutting-edge technology, although it is important to facilitate human work, does not predominate. The human being is the important element in the definition we propose.

Although our aim is to sensitize the definition of Call Center from the technological standpoint the humanistic point out some definitions raised by the companies that offer this service.

An important element, as we noted at the outset, is to be human. People who answer calls in a call center operator are called (a) or telemarketer, as carried out not only answer the calls, also have the ability to advise and address any concerns of users. Operator (a) is the term used for the service offered by the company and we want to avoid confusion with the person performing the service.

A Call Center is composed of human beings with feelings, thoughts and proposals to be heard and evaluated. Our customers should not be considered a cold statistic, your call goes beyond a question, complaint or grievance, is a vital input for development and strengthen the business.

Neglecting India and other popular call center destinations, HP has chosen the region of Northern Africa.

Tech giant Hewlett-Packard has expressed interest in creating tech support centers in Africa, though which countries it wants to help develop still aren't disclosed.
"We see Africa as a potential base for providing all sort of services and technical support for customers outside of Africa," said Rainer Koch, HP Managing Director, in a statement to Reuters. "We plan to invest more in the future on the continent on that perspective."

At a time when the U.S. unemployment is at record levels, the company may suffer from some public criticism -- especially from consumers who do not enjoy dealing with tech support that is obviously in foreign countries. Popular foreign nations for call centers are often times located in India, Singapore, the Philippines, and Mexico, with these nations chosen for several selected reasons.

India and the Philippines are popular due to cheaper labor, and both nations have large populations of young people familiar with western culture. Furthermore, India also has a large labor force of workers who have attended university classes, along with a strong familiarization with English.

Singapore also has a large number of English speakers, and is a nation that has a stronger IT infrastructure than other possible markets.

Unlike these other nations, Northern Africa doesn't have these advantages, which HP will have to slowly develop over time. The company plans to hire at least 1,000 employees by the end of 2010 for its first call center -- HP officials didn't disclose how many facilities they plan to develop.

Also, it will be interesting to see which countries HP chooses, and why the nation was selected. Many nations in Africa are having problems with war and extreme poverty, so HP must select a North African nation carefully.

Source : Dailytech.com

Despite the recession, roughly 68 percent of call center managers plan to increase hiring over the next 12 months by more than 10 percent, compared to 2008, according to the second annual Contact Center Recruitment and Compensation Survey from call center hiring solutions provider FurstPerson.

The survey, which polled more than 100 call center managers, also shows that the recession has led to much lower voluntary attrition – meaning that more call center agents are reluctant to leave their jobs, mainly because they have much fewer job opportunities.

“Compared to 2008, 2009 voluntary turnover was consistently lower,” a press release promoting the new survey states. “The current economic conditions may be driving reduced voluntary attrition.”

The reduced agent attrition has led to reduced recruiting and hiring costs. According to the survey, the average cost of attrition in North American call centers in 2009 was 22 percent lower than in 2008, when it was $4,284.73 per agent.

Interestingly, the survey shows that a center's attrition rate is related to the length of tenure for its director.

"As companies prepare to staff up for the coming year, they will have to weed through an even deeper pool of applicants due to the economic downturn," said Jeff Furst, president and chief executive officer of FurstPerson, in the release. "Hiring wisely is still of tantamount importance and this survey clearly reveals the high costs associated with turnover and attrition.”

“FurstPerson's focus is to be a hiring support solution for managers so they can add talent smartly -- quality talent which will help them maintain high customer service levels,” Furst added.

FurstPerson is a Chicago-based company that provides pre-employment screening and assessment solutions to call centers via Internet using the software-as-a-service model. Its flagship call center hiring system, 1stHire, is used in more than 600 locations across North America, Europe and Asia. FurstPerson's call center hiring solution includes call center simulations, problem solving tests, personality tests and analytics, all integrated on a single platform.

Source: Tmcnet.com

Many successful businesses today have found a way to improve customer service and reduce overall costs by having call center operations run through an outsourced provider.

Call center outsourcing helps businesses to better serve their customers with skilled agents that guarantee high service quality levels. Also, call center outsourcing, can be beneficial for businesses looking to succeed in Business 2.0.

outsourcing call center activities can help a company to “hold an edge in the market.” For example, the incorporation of social media networking has helped many companies today to improve their operations.

Also, with more and more consumers having wireless services, call centers can utilize the ability to connect with customers whenever needed to lower abandonment as well as increase call satisfaction.

In addition to addressing the new market, call center outsourcing via a hybrid approach allows even companies unwilling to push all of their customer contact outside to select calls to be handled in-house.

Frontier Airlines' call center in southern New Mexico is closing Tuesday and 11 of its workers are moving to Denver as the airline consolidates operations under its new ownership.

Frontier was acquired out of Chapter 11 bankruptcy in October by Indianapolis-based Republic Airways Holdings Inc., which also recently bought Milwaukee-based Midwest Airlines.

The shutdown of the Frontier reservations center in Las Cruces, N.M., was announced Sept. 28. At the time, Frontier said the shutdown would "eliminate an operational duplication that exists with our Midwest Airlines partnership."

About 100 workers were still employed as of Tuesday at the Las Cruces center, which opened in 2000. That's down from a high of as many as 200.

"People have continued to work hard. We have a remarkable group of people," Ruben Servando Valdez, who has managed the facility since it opened, told the Las Cruces Sun-News. "I'm blessed to have worked with these people."

The Las Cruces employees were offered jobs elsewhere with the company. Eleven have accepted and will move to Denver, Servando Valdez told the Sun-News, but he said he plans to stay in the area.

Source : Bizjournals.com

The state's unemployment insurance call center will extend its hours Dec. 21 through Jan. 22 because of a seasonal surge in calls, the state reported.

The TeleClaim center phone lines will be open weekdays from 7 a.m. to 6:30 p.m. On Christmas Eve and New Year's Eve, the call center will close at 4:30 p.m. Saturday hours will remain from 8 a.m. to 1:30 p.m., except on Dec. 26, when the center will be closed. The state said the center will be closed on the Martin Luther King Day holiday on Jan. 18.

Source: Telegram.com

More than half a million people in Germany work in the call center industry - in one of the 6,700 call centers of the country. This is one of the results of a new survey recently presented by "Call Center Forum" one of Germany's call center associations.

The study, which was conducted by the consultants of profitel, shows that personnel has been growing steadily compared with numbers of 2006 where about 400,000 people worked in the industry. The number of call centers has increased by about 17 percent compared with 2006.

Less Outbound
80 percent of call centers are so-called inhouse call centers meaning they are part of a company or an organization. Call Centers that only provide outbound calling have become rare (2009: 10 percent, 2006: 30 percent). 60 percent of German call centers are mere inbound centers, 30 percent offer both.

Most contact centers are located in North-Rhine-Westphalia - the "Bundesland" with the highest poplulation. About 80 percent of call centers are based in the Western part of the country, 20 percent in the former “German Democratic Republic".

Source : Call Center International Magazine

Computer and printer maker Hewlett-Packard Co. will pick up the keys to a new call center in Conway, Ark., on Friday, and move 400 workers into it over the weekend.

Those workers are now in temporary space in Little Rock, 25 miles south of Conway.

Palo Alto-based HP (NYSE: HPQ) plans to ultimately house 1,200 workers in the new facility, which is designed to hold up to 1,400 if that ever becomes necessary.

Brad Lacy, president and CEO of the Conway Development Corp. and Conway Area Chamber of Commerce, said HP will move into the southern half of the two-part building first. The other half is still being built and should be finished by the end of January.

Many of the new HP workers are locals, but some families have moved in from all over the country to work at the center, Lacy said.

HP has “plugged in” to Conway, said Mayor Tab Townsell. “We’ve got some of them on our city boards and foundations right now.”

Turning over the keys will be a very simple procedure, Lacy said, since HP will have to work hard to shift all 400 people over the weekend. A ceremony to mark the opening of the facility will be held later in the winter or in the spring, he said.

Conway, with a population of about 52,000, is the county seat of Faulkner County and has three colleges and universities — the University of Central Arkansas, Hendrix College and Central Baptist College. The town is known for toad races held at a festival in early May every year. Read More...

Source : Bizjournals.com

Many businesses turn to call center outsourcing services to free up company resources from handling customer support activities. While these benefits can help to improve a company’s image and focus more on their core business, there are other long term benefits that not only make outsourcing a favorable option, but help to improve profit potential as well.

One key improvement to call center outsourcing is saving in-house space by eliminating the need for dedicated servers. Aside from space savings, businesses will also reduce costs associated with ongoing maintenance and other fees at their site.

To ensure customers are always receiving the best quality care from agents, choosing a call center outsourcing provider also means only experienced and highly trained agents will be in touch with customers.

Finally, quality and compliance issues are no longer an issue for businesses as the outsourced call center provider will ensure all rules and regulations are always met.

Call center outsourcing can become the extension of a company’s business and help to not only improve customer satisfaction rates, but chosen correctly, can even help the company to grow and drive profits.

The Rhode Island Department of Labor and Training's unemployment call center, swamped with calls from out-of-work Rhode Islanders, will be closed to incoming calls on Friday -- and on certain other dates this month -- to try to cut down on its backlog.

Closing the center to the calls will allow the center's staff to focus, on those dates, on processing claims for benefits and on returning e-mail inquiries from the unemployed, said Raymond A. Filippone, the Department of Labor and Training's associate director who oversees unemployment programs.

The agency has received a high volume of calls, e-mails and claims for benefits in recent weeks, especially since the federal government decided to extend certain benefits programs.

"Rhode Island was one of the first states in the nation to implement this latest unemployment insurance extension, thereby assisting thousands of Rhode Islanders who had exhausted or were on the brink of exhausting their benefits," Sandra M. Powell, the agency's director, said in a statement issued Wednesday.
"However, the process of implementing this important program has been time-intensive and has resulted in a backlog of approximately 3,000 unemployment insurance claims filed online," she said.
Powell added, "It is in the best interest of all our customers that we take actions now to reduce this backlog as quickly as possible. To accomplish this, we need to devote more time to online claims processing."
In addition to Friday, the call center plans to close to incoming calls on the morning of Dec. 16, and all day Dec. 17. The center will then close to incoming calls every Thursday thereafter "for as long as the volume of online claims warrants," the agency said in a statement.

The agency is also implementing longer hours on days it is open, Filippone said. For example, the call center normally is open for calls on Mondays and Tuesdays from 8 a.m. to 5 p.m. But it will soon be open those days from 7:30 a.m. to 5:30 p.m., he said.

The agency is also in the process of hiring more workers for the call center.
Rhode Island has the third highest unemployment rate in the nation, at 12.9 percent. About 35,000 Rhode Islanders are currently collecting some type of unemployment benefit through the agency, Filippone said.

Source : newsblog.projo.com

Telemarketing service has been around for a long time, but in the recent years it has been increasing demand. India especially has suddenly become a hub for telemarketing jobs. Not even local products, lots of products across the globe are being outsourced for telemarketing in India.

Telemarketers can work in a variety of ways. In most of the cases job of Telemarketing agents involve calling to the people and spreading awareness of the products and services, and confirm sales deal on phone.
Outbound Telemarketing jobs require the executive to make outgoing calls using a 'script' prepared by the management, aiming to sale products and services. For each agent it is very important to know the telemarketing script proper to make customer interaction more healthy sale oriented.

The Telemarketing agents have a strict schedule to follow and they need to make a certain number of calls within a fixed period of time. This requires for any Tele caller to keep the calls as short as possible.
Telemarketing is not easy task and if you really want to make Telemarketing project successful then it is very important that you have well qualified telemarketing executive. As speaking is a skill and there are certain techniques that have to be practiced by agent in in order to achieve desire results and to be a successful telemarketing call center. Motivation also plays very important role and is the key to successful telemarketing. So always try to keep you staff motivated. Motivation can determine whether or not a telemarketer speaks in a professional manner with customers.

One of the vital part of telemarketing is that each call center agent should be very well aware about call format, from starting to end and flow of call should be very effective through the customer conversation. Call format should be in below format and it is very important for call center agent that he or she should follow each point properly so that they can generate more sales.

Call Format -
1. Introduction
2. Description of the product
3. Price details of product
4. The value and features of the product
5. How to order the product
6. The closing of the sales

Telemarketing executives need to show very professional attitude during the customer interaction as customers will never have to deal with an agent that displays a poor attitude because they know that the key to success is professionalism and information.

Source: Bestsyndication.com

Call center agents play a key role in the customer support service because agents are the first person of any telecommute organization, who directly interact with customers and represent their clients image. The best way to develop call centre Agent into a well-rounded individual is by providing them proper training of process and call centre technologies.

These days call center industry has seen a great call flow of customers with questions of all types the queries. The problem with this recent overflow of calls is the number of agents that are properly trained and readily available to respond to the customers. In today is business, call center agents are increasingly in demand and most of call centres are ready to pay any cost for well qualified agents who take pride in their work and serve their customers properly across the Globe. Read More....

Each worker in a call center outside clients should contact under certain rules. The key to interaction with customers in each industry is to be polite, even acting when customers are rude or are angry. This level can range from complimentary stay calm tone during the talks once used obscenities should hang up.

A worker at a call center, must be willing to switch between speaking and listening, according to each client. A cold call to a skeptical employer may require some gear for processing on the script for a sales call. With consumers set to come into contact for products and services probably want to make some contribution to the company. The ability to switch between the sale and listen to people who call takes time and awareness of the needs of a client.

The essential function of a call is based on interaction with customers to track or make a review. The customer service representatives need to process customer requirements and see how applicable are the product, for the length of a call. An email, with a prospectus or advertisement, can lead to additional sales.

A Call center is basically an office where customer service representatives attend inbound calls of customer regarding queries and information fulfillment, and where outbound calls to potential customers and clients are made.

Call centers today are part of the business world. We distinguish between outbound and inbound call center. Which is used primarily to acquire new customers, be taken forward in inbound call center really only calls. Here, the customer must be active. The call center employees take the calls, advise and accept orders. This type of call center works primarily on behalf of large customers.

How to Increase Telemarketing Sales -

Call center agent is the first person who directly get in touch with customers and responsible to handle all inquiries of your customers through the telephone, chat or mail. Call center Agents are those people who handle incoming calls or outgoing customer calls for any business . Any agent might handle account inquiries, customer complaints or any technical help desk support issues. So its very important to have a good call center agents who can handle all type of customers across the globe very well and resolve their problems with very effective way.

Over the last decade call centers have become the anonymous faces of business. And though the call center business has grown by leaps and bounds the problem remains- the ANONYMOUS FACE. Inspite of personalization of call center scripts customers can instantly make out that the customer service representative from the company is actually from a call center .


Call Center Services have grown tremendously in the last decade. The reason is that companies are saving on the bottom line by cutting costs and outsourcing this work by opting for these services. The CCS faces a lot of challenges which surrounds customer experience. If you try find respond of customers of CCS, only one-third of them register positive responses! The agents have to shoulder responsibility not only to sell the products of the company but also establish brand equity for it through various channels. Some of the common problem of these services is high employee attrition, absenteeism, inconsistent answering performance and poor call quality. An often carefree attitude within a call center directly affects the overall performance of the call center.

A few of the service complaints of CCS are failure to resolve customer problems in one call, accumulation of clutter in reaching the appropriate representatives or to qualified supervisor if the problems not solved within five minutes of calling, failure to create credit among the customers especially in outsourced customer care centers. First of all, do not treat your CCS as cost cutting centers. Do not cut on training and quality control measures. In your haste to cut the cost you will lose on quality services to your customers and lose reputation and ultimately revenues. Improving the functioning of your call center must include these- efficient deployment and use of labor, effective leveraging of technology, capacity management, and demand management.

Coming to the internal functioning of CCS, there should be absolutely no lack of communication among the agents and customers. Only communicating through e-mails is not enough. It is easier and cost effective nowadays to be in touch trough the internet. Provide your account manager with as many voice interactions with the customer. Language and cultural difference of the customers is another problem in CCS. This problem needs certain contact points between the customer and service providers make way for smooth execution of any project. The offshore CCS has more problems with the accent of the customers. In this case it is advisable to go on a Live Chat. If any target is missed by the service providers, the party that will decide on the payment withholding needs to be defined frankly. This will assure that the service providers will never make frequent errors and will be extra careful.

The CCS should take extra care to keep its customers updated on a weekly basis. They should always feel they have got track of their project. It ensures less errors and hassles at the time of project delivery. Call centers generally lack leverage to invest in innovative technologies and strategies. Using knowledge base applications helps in managing the information load and keeps the agents up-to-date on the latest marketing based promotions. There are many communication applications such as Voice of the Customer (VOC) which helps to make the workforce more effective and reduce cost.

Greater effort should be make to encourage customer feedback through prompted questions and unstructured feedback which is then mined using speech analysis. You must absolutely make sure that your agents do not type when they are talking to the customer or take multiple calls and talk to more than one customer at a time. This will ensure that the agent is actually listening to the customer and 100% attention is given to the customer. Ongoing alignment is necessary because expectations are a moving target. Innovations, competitors’ moves, and economic and social trends are some of the forces that cause continual morphing of customers’ expectations. CCS is a consumer-centric business; this should kept in mind all the time.

All Call Centers should make themselves well equipped for call floods. At such times it happens that the calls are routed to inexperienced agents and results in consumer dissatisfaction or even frustration. Be pro-active and invent solutions for any imaginable situation at your center; make a strategy and develop a call routing strategy and test them in advance to cope with the actual problems when they arise.

There are many technical solutions available such as extension of voice of the customer program. You may also establish a call handling service, which would report about out of the service phone lines before the customer does! Make sure your agents can flag problems (such as slow pop-up windows or poor voice quality) during a call. If the quality has already deteriorated, it is no use rectifying the technical lapse later. You should also pay attention to forbid any fraud perpetuated by the agents which might involve false representation of data. There should be constant detecting of problems of the IVR systems.

The agents too need to have some fun and relaxation sessions. The call center management and employees should stay current all call center news and trends. Subscribe magazines or create a library shelving books and reports for the employees whereby they can increase their knowledge and skills. All this help in planning a customer service program that works for both their employees and customers. You will be able to address the customer needs all the time and making them happy even though they may not satisfied with the product or service. You may also subscribe to newsletters and whitepapers for the knowledge growth of the members of your Call Centre.

Hiring a offshore call centers is worthy for any industry by any mean. First of all Call centers gives the important & huge support to business by providing answering services, telemarketing services, inbound/outbound call center services, back end support and etc, there are the things which also required along with basic work in every business. Secondly, if you are setting up inhouse call center then are going to hit hammer on your head if you don't know how to commence call center working process.

Some of the renowned companies have already experienced the benefits of using offshore call centers as an important resource for their companies. Telemarketing from abroad is a proven method of reducing costs and creating new customers. Companies that aggressive reduction of staff and others prefer to establish call centers abroad as a way to save money without doing work with fewer workers. If you see the number of companies that export their work, you will know that the process is familiar and not a game of chance, if not, the natural way of doing business today. Since there are so many foreign companies that have succeeded, you can choose from many organizations that provide call center services abroad, and may provide opportunities in highly competitive rates. The secret lies in choosing the best offshore company called. A company with a proven record of success is usually the best bet, but you can find a less expensive option among the companies listed on the recommendations of people you trust. It's a good idea to research until you find the company's offshore call center or right to meet your needs.

Telemarketing is a very important element in the marketing of any business, product and services. However, it needs to be combined with certain strategies to get good output.

There are some elements which require to be perfect to increase the telemarketing effiency.

1. Creativity
2. Agents Knowledge
3. Way of Talking
4. Technology
5. Motivation
6. Obtain Potential Customer Contacts
7. Need Good Training
8. Need to have a Good Script

Choose the Right Outsourcing Partner


When you outsource your services then you expect that you will get world class service from providers, because work rely on outsourcing services provider. Your company reputation will go down if you are not up to the standards. It depends on how good you are in your business and what kind of services you are getting from your outsourcing service providers. You will always keep your end perfect but matter is that how good your outsourcing partner are, So before hiring them you must ensure about there working process.

Call Centers a Station of Specialize Professionals


Working with Call center or in any Contact Center, seems an easy job but its not so. Call centers are hub of business process outsourcing service. Call centers provide many service to enhance the business for instance: answering services, telemarketing service, back office support, help desk support and etc. Which are exclusive and valuable for any business, any company reputation depend on their working quality and duration period. So they expect finest work at given time from call centers to do so call center agents are required to be positive and active while handing the work. Because of this call centers hire quality and proficient people who can work very effectively throughout the day. So its a station of specialized professionals.

A certain amount of internal training sessions and practice staff should precede any new software roll. The software packages of B2B telemarketing are no exception. In fact, to get the most useful software, telemarketing software requires training B2B relatively strong for at least the staff, executives, and those in position of management and staff outside the center of the call. Often, the amount of modules available to treat various departmental needs as they pertain to customer service, sales, technicians, and other interactive customer departments and depth of information held by the software program will make telemarketing useful tool company wide. Staff members typically can be assigned varying levels of access within multiple functions, which helps prevent incorrect data being captured. Its policies and business procedures will determine which staff members need access to what information and to what degree can correct or enter the information.

Making sure everyone on board knows how to use the software to its full capacity can be a time consuming process, but a very worthwhile effort. These intricately designed programs of telemarketing typically combine several modules, each of which has their individual roles as it pertains to part of the entire telemarketing process. Some staff may need only understand a particular module and its functions, while others benefit from an in depth understanding of various modules.

B2C Telemarketing is the best way to contact customers and potential customers, mainly due to misconceptions, human contact is the best option to promote a business or product. Virtually any business can benefit from services B2C telemarketing.

Insurance companies often rely on telemarketing services to provide them with leads. B2C telemarketers often call former members to encourage them to renew their policies. Energy, telephone, cable and newspaper companies often telemarketing services to increase business. The mechanic shops and other businesses often show a different aspect of the service running out of telemarketing. Customers call the telemarketers to conduct satisfaction surveys.

B2C Telemarketing via email looks like spam but telemarketing is still out. Companies often send special promotions to existing customers as well the leads may have obtained. The intent of the email may be selling a product or service or may be as a satisfaction survey. Finally, telemarketing can also be through a fax. This method is also considered spam, but the intent is the same (on sale or promote a service or product). Overall, most industries, though irritating to some, put at least some of these methods in execution.

Outsource Call Center Operations

Outsourcing a quality and advanced call center is not only a one stop shop but its also a problem solving step. By hiring advanced call center which is providing all services at one roof you can save time of tracking the activities instead of hiring different call centers which is more hectic providing stuff. Secondly hiring professionals will always benefit you in the end because they are best in their field and knew all techniques so you don't have to be worry regarding your outcome. This will also reduce costing.

Call Center Outsourcing - Grow with New Heights of Success

Outsourcing means you hiring a person or company which can do your work as per your guidance and standards. Basically this situation comes when you are not able to handle that work or want quality services without spending your precious time in that work process.

Outsourcing is popular in west countries, by this you will get two benefits first one is you don't have to expense that much amount of money and second one is you are not require to spend time to checklist the activities and the work will be done in best quality.

There are several ways to generate money. Your company may employ telemarketers (this is internal generation of money). Their job will be contacting potential and qualify leads so your sales agents can take over. Going this route costs money, you may need to pay benefits, have a supervisor of lead generation and pay employees if they are generating leads or not.

A second possibility is to outsource their work to a lead generation call center. Call now focuses on large contract home workers to make this work on a contract basis. Generally, the contractor is paid only for leads generated. These contractors are experienced and often receive additional training of call center as well.

The systems that make modern day can generate many leads in a short period. More efficiency means more savings for your business. You can stop the campaign and resume as needed, which eliminates having to hire and to fire employees. Another advantage of outsourcing your lead generation is that it allows their employees to focus on other aspects of their work instead of training new employees. Some call centers will give a certain number of time value of the work for free to let him see for yourself what he can do for your company. You can be sure they will do a good job, and want to keep your business.

Resolve Your Problems by Calling at Call Centers

When you purchase a product or hire a service then you also keep the “problem” word in your mind, if you face any kind of problem regarding your product and services then your next step is to ring the customer service phone. You call them because you think they are the best person to resolve your problem.

In every call centers there are many Customer care representative (calling agents) who try their level best to satisfy you properly.

If you are calling to inquire about billing, the agent must take your call to resolve it as soon as possible. If you calmly explain about your problem, s\he will be more than happy to fix it out.

Most people consider telemarketing calls an inconvenience and an invasion of privacy. The main reason for this negative review is people normally receive calls after work hours during the dinner, early morning or late afternoon when people want to relax and spend quality time with family. One thinks that these are unsolicited calls, and should not be bothered with them.

Other reasons are negative toward telemarketing is often associated with fraud schemes and pyramid. In addition, telemarketing is perceived by some as unethical business practice due to the sales techniques used by some telemarketers. Consumers think that pressured to buy products that do not need or want. Even after stating their unwillingness to buy, the telemarketers may insist, which leads to a negative view toward telemarketing B2C.

A person can find numerous articles on the Internet that advises consumers on how to stop telemarketing calls. They offer suggestions like how to handle calls and make them aware of their rights. Other suggestions to stop telemarketing include: having caller ID (so you can identify who's calling), anonymous call rejections (prevents the call goes through if the number is blocked) and blockade of the call (keeps their number from being displayed when you call companies).

Benefits of Having Call Center Services

Well in current huge competition time you must give quality and fast services to your respective clients because by providing the best and quick services you can only sustain your position in market. So customer is the key. You can only provide quality product and services if you are giving full attention to your work. For this call center comes into play call centers provide telemarketing, customer support, back office services etc so by outsourcing your work to call centers you will benefits like services on low cost, concentration on core business, Read more...

Effective Services at Affordable Prices


Call Centers services at affordable prices is required by every company because by hiring a call center avail company to focus their core business to grow it by effective manner with quality which is must require in recent time of market, it saves huge time for company. Company proprietor doesn't have to give any extra time to watch out the work which didn't hassle his work as well. If these services are coming at affordable prices then its very worthful for any one. Read More

Customer Expectation from Call Center

Nowadays its very challenging for any call center to fulfill all aspects of customers and their requirement instantly. The expectation of the customers is much more and all customer want the complete satisfaction of their queries instantly. There are some basic customer expectations... Read More

Building a team of tele B2B marketing strategy and create a campaign in the room is a very long and complex, but can also yield very positive results. The outsourcing of tele marketing efforts is often a less expensive option and there is a variety of companies that provide a variety of tele marketing services that extend just to make the call that you provide to design a successful campaign of the concept of tele marketing to completion.

The first step in designing your marketing campaign of television, regardless of whether you choose to use an outsource their own personal mission is one of many companies that provide telecommunications services marketing, knows what you want to achieve results. Know the purpose and outcome of your marketing campaign will help to address B2B, if you run into the room, or better informed of the company outsource what you want to achieve so that he can better represent your company and their intentions to business calling.

If you plan to carry out its marketing campaign on local television, there are many other facets to consider, define procedures and things to do before they make the first call. The source that you used to create your call list needs to be identified. The software that bests store, maintain, and provide necessary outreach functions should be defined (and possibly buying and / or add to your existing infrastructure), the need for a physical environment of the call center should be recognized and staff must be well paid.

Source : Inbound Call Centre Services

The design and purpose of the tele B2B marketing is very different from 'telesales'. The negative connotation associated with tele marketing is often due to confusion with telesales. Although Telesales are a form of tele marketing, telesales are typically used in the business world to sell a product or service, or essentially to close a sale. The call of telesales is not accurate if a sale is not generated and does not end during the call. The tele B2B marketing is different in that the purpose is to generate interest, encourage additional contact and build strong relationships and B2B calls are typically made directly to decision makers within the organization or the potential of existing customer. Depending on the desired outcomes of its TV marketing campaign B2B callers output B2B tele marketing can entice the recipient to ensure the call in wanting to hear more about your product or service, or may be attempting to schedule a visit of continuing with a company representative to discuss potential customer needs, while belonging to his business, in more detail.

Tele players B2B marketing often make contact to gather information from clients or potential clients to improve their own processes and procedures. These types of calls are often referred to as tele marketing surveys. The results of surveys on the tele marketing are often instrumental in improving company policies, procedures, and strategic decisions.

The website of the company is currently one of the best business tools available to the company. Everyone knows the first thing we do when our interest is to find something online. If we seek a new provider, etc? go to Google and find your website. The first impression we get from there. Therefore, we recommend to update at least every two-three years because the website content and design are outdated with time. And because the needs of the customers or how to communicate it, together with the greater experience of the company and its customers, we can redesign the content more attractive to potential customers.

And not only have the website is basic, but also give high in major search engines and databases sector to help us improve the positioning of our website.

An attractive site with good positioning can make us find our potential customers. So we will be them who contact us directly (via email or phone) for advice and quotes things. And all without leaving the office.

Consider if you are one of these actions and their results. Implement improvements to those who believe they need it and if you have any doubts, consult an expert who can advise you without obligation.

Surely if analyzed its customer, a good portion of them have the contacts. Hence its importance. In all sectors today the difference between a product and if proven, it is sometimes difficult to perceive. But what you can do is convey the personality of responsible business, professional, treatment nearby, and so on. In a globalize world we make a difference. We must therefore take any professional event, fairs, meeting to talk with attendees, distributing cards and look for synergies and opportunities for collaboration.

And without forgetting that these relations should be maintained with our existing customers (sometimes so forgotten the loyalty). It's good to go regularly in contact with all customers, even those who worked on one project, because you never know when they can return to need a new service.

It is a great tool when used correctly. Not only for its effectiveness but because today companies can not afford the door cold. Who will service without an appointment? It is by appointment and sometimes fail. It is therefore important in any commercial department have a dedicated person to conclude visits with potential clients. Own business can be a time to be devoted to the week, a person dedicated to it, or outsource to specialist firms.

What is the key to work? A good database of potential clients, get in touch with the interlocutor for our needs, be prepared to argue a clear contact with a good value proposition, a good education to the person who calls on the company, its products and services and much perseverance. The success is assured.

We recommend three actions that any company, regardless of size and sector, can do to make themselves known and gain customers: telemarketing, public relations, website of the company.

All are known, and surely some of them and their company is doing. But have you wondered if you do it the right way? Are you getting real results with them? We explain below the keys to a correct implementation.

1. Telemarketing

2. Public Relations (PR): Networks of Contact

3. Harnessing the Web

For a customer service representative, at the same time there are several types of call. Some calls are easy, where the customer has only one quick question but other calls can be difficult, especially when there is a problem with the client's invoice. However, depending on the type of industry you work in some of these calls can be really interesting. These contact centers serving customers in a wide variety of industries ranging from cell phones to personal products to how to prepare the turkey on Thanksgiving Day.

Many of us call centers, customer contact every day and we do not realize. Most of customer service representatives are friendly and helpful and do not think that we are talking to a huge corporation, perhaps in a different country, unless we hear a certain accent. Working in a customer contact center can be a fun and rewarding. Customers from all walks of life need talented and dedicated people to help with all sorts of issues.

If you are a customer calling a contact center can be disconcerting to have to go through the phone menu that is common to many points of contact with customers in the United States. However, being patient, listening to the directions and select the corresponding number key or you have a better chance of getting the right to the customer service representative who can help you solve your problem. In addition, many points of contact with customers now have automated menus, which can help a lot faster if you just need to know your balance or pay your bill.

If you're waiting, it may be tempting not to pay attention to recordings that put pro but try to listen at least once because often, these recordings have the valuable information that can help or understand a great promotion that the company is taking. If you wait in line to speak with a customer service representative, try to be patient with them and give them the time to find your account so that they can help you properly. One thing that often get angry at customers, who contact the center is to provide identification information to the automated system, such as your phone number or account number and then when a customer service representative comes to line, he or she asks the exact same information. While this can be really annoying, try not to get even with the customer service representative, he or she does not design the system and are only trying to do their job. They need this information to gain access your account so you only try to meet their requests so they can help.

Call centers in the United States and around the world handle millions of calls per year. Although customer service in one form or another is the main work in this industry, the types of calls agents vary considerably.

For example, calls regarding telephone service, both wireless and land, is one of the most popular call center.

Technical support for computers or other technological devices can also be found at various call centers around the world. Emergency service dispatchers, or 911 operators, is working in call centers in major metropolitan areas in the United States. Banks and credit card companies are another common and often quite large call center.

Can call a hotline around the Thanksgiving and Christmas and ask for advice on cooking turkey. These calls are routed through a call center, as well as issues of food and cooking. Some hair products have established 800 call center agents to answer specific questions about using these products.

With call centers are staffed with agents trained in the handling of hundreds of different types of calls and situations. Sometimes, however, a call center agent may call.

Inbound Call Centers Services India

A multi-media:

All communication tools for managing agents are integrated into a single multi-media. All communication tools for managing agents are integrated into a single multi-media. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle.

Real-time Monitoring:
The Multimedia Call Centers India allows the supervisor at any time the activities of an agent or group of agents can meevolgen and may result in good jobs. This he / she also always able to monitor the progress of the campaign and can therefore be adjusted as the situation demands.

Example:
When an agent false information to the customer, the supervisor immediately intervene and its back on the right path to.

Standard Reports:
A supervisor can always get reports that a picture of the productivity of an agent, a group of agents or the evolution of each campaign. Such reports give an overview of eg the number of successful calls per agent, the number of callers waiting in the queue per agent, the service level and the status of the agents.

Statistics:
The Multimedia Call Centers India statistics can always retrieve all call center activities. These statistics can proactively respond and timely adjustments where necessary.

Auto Dialing:
Auto Dialing apply for outgoing calls and means that once an agent has a call beeïdigd, the system calling itself the following contact and switch to the release agent. The only thing the agent have to do is record the horn and call. This functionality is obviously the result that agents are obliged to work. Moreover, they also do not research more and the time is maximized.

Predictive Dialing:
Predictive Dialing is also true for outgoing calls and the system means that the people who should be contacted, even calling and calculated statistical moments. This means for the agents that they need to learn good and efficient, but should be concise and informative during their calls.

Routing Criteria:
When incoming calls can configure the routes according to certain criteria:
1. The capacities of the agents:
One can for example ensure that an experienced agent should answer more calls than an inexperienced agent. In addition, we also eg customers with questions about a specific topic be forwarded to those agents who have a great knowledge on this subject.

2. According to dates and time:
It can when that group agents which campaign will work. A certain group eg half the week with a telemarketing operation works, so only outgoing calls, while another group only receive calls. And in the second half, the roles of the two groups simply changed.

3. According to certain limits:
One can eg the number of receiving calls per agent per day at 30.

These routing criteria can work easily and fairly distributed and there are no overloaded employees or employees who unnoticed too little performance. In addition, we also know what each group of agents working campaign.

Separate log-on:
For each activity within the contact center is another log on. For each agent has the advantage that it only needs to concentrate on the activity which he has logged. When an agent has logged on to a telemarketing campaign is his job just to make calls. Then, the Multimedia Call Center to ensure that he does not receive incoming calls and can fully concentrate on that campaign that he has logged.

ACD functions:

ACD Stands for automatic call distribution and means that the routing of incoming or outgoing calls can be configured completely. More specifically for a contact center is here to “intra-departmental switching: callers who are in a row and are waiting, be automatically connected to the next agent release. While callers are waiting, can music or specific messages eg new products or promotions heard.

In addition, it also routes incoming calls according to some routing criteria:

1.The capabilities of each agent.
2.According to data and time
3.According to certain limits

More about the routing criteria can be found in the following point about the increasing productivity of the agents.

Multi-media:

All communication tools for managing agents are integrated into single multi-media. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle.

The multimedia call center is a great solution for companies that need a place where people in an efficient way to speak to customers and customer data in an organized way to gather more accurate customer needs to learn know. Enterprise customers who want an excellent service because customer satisfaction is a top priority in making success in the solution of a good multimedia call center definitely they will get the required. The Multimedia call center offers a range of benefits that directly lead to customer satisfaction.

Here is a summary of these benefits with a description of the corresponding features.

>> Increase in the overall business efficiency through structured 'route' of all communication

>> Rising productivity of agents

>> Control

>> Unifomity and controllability of the communication flow

Today there are many companies in various sectors which need a place from where customers can ask questions & problems and where information about the customer in an efficient manner can be collected. As a company we want is success. But in a highly competitive market success to achieve satisfied customers have been necessary, which is a solid long-term relationship can develop. Customer satisfaction is a key factor in the profitability of a firm.

Often we as a company faced with the fact that customers are increasingly better educated and increasingly higher demands. Today, the customer's supplier to reach by phone, fax, e-mail, website and other communication channels. If a company wants to be competitive, it is obliged to respond to these new communication technologies.

Technology is no guarantee of success, but constitutes an essential precondition for a successful contact center. The technology offers business efficiency and effectiveness and allows customer contacts and other forms of distributed data with the customer about the organization to take place.

The Objectives of a center specializing in incoming calls can be manifold.

Toll free information to anyone after an event (air disaster, for example). that allows the dissemination of informations slowly and calm, giving a positive images of the situation (aid available). It speaks well not only call center, and also of "Contact Center".

Service: the hotlines, often to manage the problems encountered by customers of FAI, work through call centers.

Making appointment (eg for medical practices), or orders, in particular for the mail.

Customer Service: resolution of queries, information delivery, care of needs.

Help Desk or Help Desk: Service to deliver a specialized support by phone through a call center executive with specialized expertise on a specific subject.

"The benefits that are more attractive to many people: do not need work experience, working time and can earn extra money with commissions from sales. But not everything that glitters is gold. Among the disadvantages are the pressure achieve a goal of selling, dealing with the aggression of the people they call, perform a monotonous task, take time to relax or be controlled to the bathroom and in some cases have come to a hearing by the use of headphones to work. "



These and other concepts arising from the repetition of "bias" in reference to the practice as in call centers, at any rank you want to analyze.

As in previous occasions, I am not saying that all call centers are perfect and respectful of the value and conditions of the people they employ, but I think there is a tendency to abuse a stereotypical, old and far from the reality of call centers today. Strong signal that we are working in this industry still have much to learn to better communicate our strengths and demonstrate to society (and the press) that the industry provides employment to touch all generations, in good working conditions climate, respect and according to international quality standards, among many other benefits.

By hiring offshore call centers business owners get the time to keep focus on their goals. Hiring Call centers is much better than providing customer support service by own. We have heard a lot of hype stating that most Australian companies rather go offline than staying local by employing the services of an offshore call center. This might be true for larger corporations but it also poses many risks of which the biggest would be customer dissatisfaction. If you want to make decision on In-House call center or Offshore call center, then you must read these pros & cons.

Pros:

- Offshore call center offer high competitive rates at very low costs specially asian countries providing quality offshore services at very low costs.

- Well everyone knows that India has highest trained IT professionals in whole world. So if you need IT help desk then it will be beneficial for your business to outsource the work. Because you will get the world best IT services at very low costs for India.

Cons:

- Local call center can provide better call centers services rather than outsider call center. Local call centers will provide many business owners with peace of mind. Not only this will help them to know the information about the staff and work process easily but it will also help staff to get the insider view means direct conversations about the business in question.

- State regulations are sometimes very strict. With the increased security of no call lists, call center operators have to abide by the official rules. No call lists offer private individuals to be blocked from telemarketing calls with certain restrictions.

- Some times when you outsourcing often quality issues comes out. So if you having work at your place so you can easily monitor all things and able to resolve it fast.

- Security issues are one more thing which come into play, means people didn't give there private information easily without any assurance of protection by going local clients are assured top quality privacy protection.

- And the most important reason is that there is a huge language barrier between local staff and offshore call center. Sometimes both end get confused and get frustrated by language problem. So familiar accent will also help customer to understand properly.

In the end, whether you are choosing to go offshore or not depends on two things mainly. First, if your budget is more suited to an offshore call center, then you have no other options. But if you rather place client service before everything else, you might be better suited to go local.

Now it becomes very important for any business to gain their loyalty and reputation by providing excellent services to the customers. Because, in current time success of any Business depends on how customers like them. Customers play the main role to boost any Business.

Nowadays, Business are required to provide services beyond customer expectations by investing in call center services, because in today's crisis situation of economy customers pockets are squeezing and unwilling to spend more than the bare necessities.

Outsourcing call centers services is also required for businesses when they are also facing financial troubles, outsourcing will also save their costs.

Call Center Services can be provided by two source first is In-House and Second Call Center Outsourcing.

In House operations are more costly as compared to Outsourcing Call Center because company has to purchase the required equipments and need calling agents, so call center outsourcing is gaining popularity for Businesses of all sizes. Outsource Call Center provides effective services at low costs and allows businesses to keep focus on their goals.

Now those days are gone when just a simple service was enough to satisfy any consumer. As the technology increased in all over the world, the companies has managed to develop their consumer service facility in a great way. Every company is now turning their attention to meet consumer demand and satisfaction. Also providing customer satisfaction at best level by producing reliable products and best customer care services.

Increasing number of Consumer technology correspond services by many consumer products manufacturers shows the increasing consumer satisfaction appetite. In Current time if you will keep your customer happy then they will keep you in business. So in mean time customer support services are heavily required for every company. The Customer support solutions provide great help to consumers in their hectic lives.

In this highly competitive environment, a consumer technology support services provider company needs to expand their customer support solution into world-class superior customer support solutions to retain and build their customer base. It will be really challenging task to keep capital costs and operation expenditure down simultaneously with high quality IT support services.

Call center is a phone center which provides help desk, customer support, lead generation, emergency response, and telephone answering service, inbound response and outbound telemarketing services for a company and in mean time its a much needed part.

The market of Call centers as increased rapidly in recent years, in whole world. As a result of the same competition is also increased. By providing customer services, tele calling, backend, technical support, transactional process etc. Call Centers help the company to get maximum target. These services help to tune quality programs to promote higher and steady levels of customer satisfaction

Benefits of Call Center Services :-

* CallCenters not only can keep existing clients satisifed, but they are also capable to generate new clients for company.

* The major benefit is that clients can speak to a person directly at first time without any hold. Since everyone hates having to be placed on hold or told to call back. Satisfaction of clients greatly increase because of call centers services.


* There are many copanies all who do the business with clients all around the world. Many Call Center representatives are multilingual. They may be able to help new foreign clients. It is also possible to have a 24-hour Call Center service to support clients that are from different regions of the world and in different time zones. So another benefit of having a Call Center Service for business is that they could increase the number and type of clients.


* Call centers have range of relevant equipment so they are able to provide the required equipment to their call center operater thus cost will reduce by this way.


* Make the most out of your investment and get a nice return by investing in your time wisely. Call Center services will hopefully free up more for you to focus on the work you like and take more time for marketing and advertising, to improve sales and projects.

* Call centers representative are capable to answer the calls professionaly by their intelligence and they can provide required information to callers easily.

* Call Centers can provide the status and all data of calls such as percentage of hang-ups on answering machines is significantly greater than a live answering service. And they also record all the calls as well.

* Some companies managed Call Center services based on the Cisco solution. CISCO provide great features to call centers and they can trace more and more data by using CISCO. IP-based customer interaction networks are enabling companies to measurably improve response time and increase customer satisfaction while at the same time reducing agent costs and improving network efficiency.

These above-mentioned benefits can show up summary about the importance of Call Centers. Call Center services are more beneficial and profitable for all type of business.