Posted by
CCI - Call Centers India
A Texas-based teleservice company has opened a branch in Presque Isle that could employ up to 100 people in the next year.
Balance BPO, an inbound customer service organization that handles technical support calls for Fortune 500 and other companies, has set up shop in the former MBNA and Connect North America space, according to the Bangor Daily News. It plans to share space with another company, payment processor TxVia, which also plans to hire about 100 people. Tim Lavin, co-founder, CEO and president of Balance BPO, is a native Presque Isler and wanted to open a branch in the city because of The County's strong work ethic, he told the paper. The Presque Isle office will be known as the Center of Excellence.
The company received funding and assistance from the Northern Maine Finance Corp. and the U.S. Department of Agriculture's Rural Development program, and is in the process of earning Pine Tree Zone certification, according to the paper.
Posted by
CCI - Call Centers India
The Phoenix Call Center for 21st Century Insurance and Financial Services is hiring 35 sales and service representatives with annual pay ranging from the high $20,000s to mid $30,000s.
The facility at 16001 N. 28th Ave. has about 500 employees, including the sales-service operation as well as the company’s claims unit. A member of Farmers Insurance Group, 21st Century will host a jobs fair Sept. 22 and 23 from 11 a.m. to 4 p.m. at the local offices. Applications also can be filled out online at www.farmers.com/careers.
The full-time call center openings include slots for people with bilingual skills. Customer service representatives respond to customer questions regarding auto insurance policies, while sales reps help generate new policies via inbound calls and outbound follow-up phone calls.
Posted by
CCI - Call Centers India
Lead generation is one aspect of call center services that is entrusted with the task of carrying a business forward. It is only through the help of qualified leads that a business firm can walk ahead and get a larger share of the market. But it's not always easy to get the leads. There are restrictions on the telemarketing calls that you can make. There is the perennial problem of the outbound call center agent failing to talk to the customers because they are not interested in purchasing. However, the primary problem for call center companies is that the generated leads do not always turn into sales. There is some leakage in the way things happen between the marketing team and the sales team. The list of leads handed over by the BPO agent doesn't churn out sales and then the blame comes on the call center. Let's check out how things can improve here.
The list prepared by the sales lead generation team has to contain qualified leads.
There is a difference between getting everyone onboard and getting only a selected group of people onboard. When the call center companies get everyone onboard, the problem of having too many to deal with vexes the call centers. Persuasive telemarketing may get these prospective consumers to consent to purchase but there is every chance that they make back out when the sales team calls to seal the deal. As a result of their denial, the conversion rate goes down to about 1%. That is a lose-lose situation. The
call center services have already spent a lot of effort in generating those leads and without the right conversion percentage, their expenditures are not validated.
From the perspective of the business firm that has hired the call center, it's a loss, too. Call center companies charge the business firms on the basis of how many leads they get. When they receive leads that do not convert into sales, they are paying for nothing. If the conversion rate is very poor, they have doubts on the performance abilities of the call center services. The BPO units have to guard against that. They must provide only qualified leads to the clients. It does make sense to follow up on leads and check their availability before handing them over to the clients. Cold calling is something that the agents prefer, so following up removes that from the equation.
You can evaluate the lead generation performance of the call center companies by looking at the conversion rate. If you find that the conversion rate is as high as 40-50%, it automatically translates that the call center services have done a wonderful job. Also, the call center agents must be distinguished on the basis of their ability in marketing and sales. Some BPO agents may be good in clinching the sale while others may be good in influencing people and getting more leads. Utilize the resources that you have on hand to make the best of your sales lead generation campaign.
Posted by
CCI - Call Centers India
By any means, call center agents are at beck and call. Even with the advent of latest technology and resources in gamut, the burden and work pressures of agents have not reduced a bit. They have to maintain call center law and order and adhere to strict management guidelines. To help them out, we are suggesting some expert tips that can improve their calling etiquette, provide standard customer services and help them serve better.
1.Be Tone Wary: Be careful when you talk to your customers. Sound cheerful and extremely balanced but not overtly pleased with yourself or flattering. If some things is beyond your area of concern or you needs to escalate it, sound promising and positive about it. Remember that they have already been worried or annoyed because of the technical problem they have been facing or query they are unable to resolve and your insensitive or indifferent voice can really miff them.
2.Be Attentive: Listening to callers' problems or making calls to sell your products is your job. Nothing should come between it and callers should be given full attention. Do not interrupt them. Speak only when they are finished talking. Be mindful that they have got mind and they can detect when they do not have your full attention. Do not let their mind boggled up when you are trying to search for the requested information, ask relevant questions to show your concern.
3.Be Clear: Use of headphones or microphones is a big No-No as it can distort your voice. Your job is to speak and listen. Speak with neutral accent, clearly and slowly so that customers can understand everything.
4.Be Well Trained: Read the product manuals carefully and study its market. Along with that have at least decent knowledge of the competition. In case, if customer is confused about the products you can state the benefits of endorsed products by presenting a comparative analysis.
Agents are recommended to take training classes and customers seriously. Their sincere efforts towards customer services can boost the growth of
call centers and in return, theirs.
Posted by
CCI - Call Centers India
With one snip of a ribbon more than 1,000 jobs will be coming to the metro.
On Wednesday, officials cut the ribbon on a new U.S. Bank 24-hour call center at 12800 Foster St. in Overland Park.
"We will be taking calls from customers for fraud detection and go into investigative mode," said U.S. Bank Chief Executive Officer Richard Davis.
Davis said the Overland Park site was chosen after a careful look across the country for a location.
"Three hundred were on the list," he said. "Then five. Then two. And we picked you."
"They found smart people that would work hard and humble people who didn't care about who got the credit," said Sen. Sam Brownback. "This is a key thing to take place."
The plan is to have 500 of the new jobs filled this year and close to 1,300 workers in place by 2013. Most of the jobs will be phone-based that will require on-site training.
