Call Center Magazines

Call center magazines enable readers to understand complex and dynamic issues related to call centers such as marketing, management, and technology. The magazines are also a great source of contacts and information for people who are already in the telemarketing business or others who want to set up their own call centers.

Call center magazines provide comprehensive and balanced product information on call center tools, administration, and operations. These magazines are written by a dedicated staff of editorial experts, corporate/call center managers, IT professionals, consultants and senior sales & marketing executives who generate essential editorials that help in understanding the strategies and services offered by call centers. They bring to light the technologies, services and practices that enable call centers to communicate effectively with customers, whether they call or go online.

Apart from providing crucial information in choosing the right kind of call center service, the editorials enable readers to optimize their call centers' resources, minimize costs and maximize the value their companies bring to the customers who contact them. Almost all call center magazines publish monthly expert opinions on the present standing and future prospects of call center development issues ranging from trends in customer-interfacing applications to call center best practices and budgetary trade-offs.

Some of these magazines also sponsor annual industry appreciation awards to give recognition to call centers that exhibit superior innovation, dedication, and the pursuit of excellence in providing products and services for the call center market and beyond. Winners are selected by magazine editors who look at each product's ability to enhance agent and call center manager productivity, boost sales, and improve overall customer satisfaction.

Individuals looking to make a career in call centers or those wanting to start their own call centers can subscribe to these magazines for call center industry updates on a regular basis. These magazines also feature expert advise from experienced call center professionals.

Call Center Solutions provides detailed information on Call Center Solutions, Call Center Software Solutions, Call Center CRM Solutions, Call Center Management Solutions and more. Call Center Solutions is affiliated with Outsourcing Call Centers.

 

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Scaling a Call Center With VoIP

If VoIP has had an impact on normal businesses, can you imagine the effect it has had on those firms whose entire existence is devoted to making calls? Most businesses have already switched over to VoIP and it's virtually impossible to find a call center, which doesn't use the cost savings and routing benefits of VoIP to improve its processes. But on a more fundamental level, VoIP is changing the very manner in which such businesses operate. In this article, we look at the disruptive potential of VoIP and unified communications in general and how it can have truly far reaching impacts.

With VoIP phones being as configurable as they are, it's only a matter of time before dramatic changes come about in organizations. It's expensive to run an office housing hundreds of people. Electricity, gas, water supplies, rent, security personnel, maintenance and a hundred other expenses add to the overheads of keeping everyone in one place making calls day in and day out. But that's exactly what call centers do and being a cost control center, they're constantly looking to improve their workflow and make it cheaper and more streamlined.

Which is why many of them are looking to VoIP to devise advanced telecommuting procedures, which allow people to work from home and have all the benefits of working from the office. With VoIP, it's possible to have all incoming calls transferred to your home phone and even have an extension assigned to it. This way, the person at the other end need never know that you're not sitting in an office. Nor do they need to.

There is a whole pool of talented people who would be ideally suited for call center work but who don't have the ability to travel to work, stay there for eight hours and travel back every day. Mothers, disabled people and even the elderly can earn their living and contribute to the economy by making use of VoIP. This untapped market of professionals is set to unleash its talents and businesses which have a clue are devising innovate means to tap into them.

We're already seeing this transformation in a few select businesses. It hasn't really caught on yet but its one of those trends whose time has to come some time or another. The benefits are simply too large to ignore. Which process-oriented business wouldn't want to cut its costs and improve its efficiency after all?

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Common Call Center Services

The popularity of a new business can be estimated; however, it is not always guaranteed. Many new business owners are finding themselves overrun with customers. A large customer base is a good thing; however, it may not be if you do not have the staff to handle those customers. Instead of hiring new employees, it is common for a business owner to use the services of a call center.

A call center is typically an offsite collection of workers who are experienced in trained in customer service. A call center worker is commonly referred to as a call center representative. The job of a call center representative is to answer incoming calls and then assist the callers in any way that they can. A call center is a great way for a business to save time and money because it eliminates having to constantly answer phone calls. To use the services of a call center, a business owner will first have to find one.

The best way to find a great call center it is know the services that they offer. Each call center is likely to operate under different rules and regulations; therefore, it is safe to assume that different call center services will be offered at different companies. Business owners are encouraged to learn what call center services are offered at a particular center. Once the information is complied it will be easier to determine if the call center services match your needs.

As previously mentioned, call center services are likely to vary from call center to call center. However, there are common call centers services that are offered by most companies. One of the most common call center services is that of sales. It is not uncommon for a call center representative to take a call and place a catalog order, airline reservations, or more. Medical call centers are likely to schedule patient appointments and offer some medical assistance to callers.

Another call center service includes setting up a toll free number. This toll free telephone number is often equipped with Interactive Voice Response (IVR). IVR is a system that is developed to help walk clients through the process of connecting to you. IVR may be used as an answering service if customers are unable to have their questions answered by a call center representative. Other call center services may include online customer support. Online customer support is important it today's world because now many individuals use email just as much as they do a telephone.

The above mentioned call center services are just a few of the many call center services that may be available. To ensure that you will be working with the best call center you are encouraged to know what these services are ahead of time. Your business and your client’s can both benefit from call center services.

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Women Employees in BPO

Today women play a vital role in Indian BPO sector. According to survey out of 400 million of workforce in India, around 30-40 percent are females. They are one of the driving forces behind the success of call center industry in India.

The Indian BPO industry accounts for a revenue US$ 39.6 billion and has emerged as one of the largest private industry providing direct employment to 1.6 million professionals.

The participation of women in BPO industry has been seen as a critical enabling factor for continued growth of the industry. Today BPO companies are recognizing women on board at all levels and this helps the organization to make good business sense. Therefore BPO companies are trying to develop and involve women for higher roles and functions.

Most of the people talk about exploitation of women in call centers. Despite the physical stress, mundane nature of the job and low status of call center work, women constitute about 70 percent of the total workforce in BPO sector. According to an independent research it has been found out that women are satisfied and enjoy their work at call centers. A call center job gives them more freedom and autonomy.

Women especially in India have found out that, the wages that they earn through a BPO job help them to experience freedom and autonomy. In India the women mobility has always been controlled by men even in case of highly educated and independent women. According to a study carried on call center workers in India, it has been found that women are happy to learn new skills and have learnt to become more assertive.

The acquired call center skills ranging from soft skills like communication, interpersonal and listening skills to product knowledge and technical knowledge have given a sense of confidence in women. This helps them to deal with customers as well as society at large. However there are women who opt for call center career for short span of life while others continue to pursue their careers in call centers.

The interpersonal skills of women are now being recognized and valued in call centers. In most of the call centers, a premium is attached to women's voice and interpersonal skills. This is because the quality of customer care jobs ultimately helps a company to gain huge profits. The exact number of women working in Indian BPO's is not exactly known but the development of IT industry in India had a clear impact on emancipation of women.

According to the studies of village pay phones in Bangladesh, advancement of computer aided technologies and networking in India show that the household income has increased and women have a say and mobility in household matters. With introduction of communication technologies and new information the workload of every woman has increased. They have to do the unpaid household chores in addition to the paid work in the BPO industry.

There is no doubt that technology itself is gendered and is strongly shaped by the patriarchal yardstick of class and gender. Despite all these the most important issue is to restore and carry forward the empowered participation of women in the development of technology and enhance the participation of women through skills, education and creative knowledge. The Indian BPO industry has set high standards in gender inclusivity. Today women play a vital role as the part of the BPO workforce. It has been suggested that the professional skills of women needs to upgrade therefore a number of mentorship programs are being organized.

These programs help women working in BPO to have a definite career path and fulfill a certain criteria in the empowerment of women. India has the largest number of women working in BPO's than any other single country in the world. This can be partly attributed to the growth of BPO's in India.

Ivana Lewis has written a wide range of articles on business process outsourcing. Moat of her write-ups are about BPO, inbound customer service and inbound call center.

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Types of Call Centers

There are different types of call centers, namely, inbound call centers, outbound call centers, web enabled call centers, CRM call centers, telemarketing call centers and telephone call centers.

Inbound call centers aid to handle calls coming from outside, mostly through toll free numbers. The services of inbound call centers are designed to handle catalog orders, and desk queries. They also incorporate customer care services, predict customer behavior and take action while the customers are still on the line. Inbound call centers employ teams of live operators, account representatives and program managers.

The success of outbound call centers depends on their extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence. They ensure maximum results from direct marketing efforts. The integrated call management systems in outbound call centers systematically direct calls to consumers and transfer successful connections to a selected marketing representative (MR).

The use of web-enabled call centers are also on the increase these days. Web enabled call centers can fetch answers to questions or resolve customer service issues without having to disconnect from the Internet. A web enabled call center improves e-commerce initiatives by offering high quality customer service.

Telephone call centers offer flexible call routing and predictive dialing systems. Utilizing advanced telephony and Internet technology, the customer service representatives (CSR's) at the phone call centers provide accurate and timely information for the most complex inbound or outbound programs. Phone call centers offer personalized call management by a team of professional operators who personally know about the client and his business.

Call Centers provides detailed information on Call Centers, Inbound Call Centers, Outsourcing Call Centers, Conference Call Centers and more. Call Centers is affiliated with Call Center CRM Solutions.

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Call Center Facts and Fallacies

Planning on working for a contact center? Good decision. You'll be able to see yourself in a whole new light and gain a little more respect for yourself. But, do you really know what you're getting yourself into? Here are some facts and fallacies you may or may not already know which will probably help you gain some insight into the wonderful world of the contact center industry.

• Not all shifts in a call center are 'graveyard.' Although choice is a luxury you may not have as of the moment, your schedule will depend on the time zone of the country you will be assigned to and whether or not you will be assigned to 'voice' or 'non-voice' support like email and chat (although chat requires real-time support).

• The quality of sleep you get during the day does not measure up to the quality of sleep you will get at night. Say what you will, but the reality is that the human body was NOT designed to work at nights and sleep during the day. Nonetheless, get used to it.

• Stress is no laughing matter. It is a reality and it affects everyone, no exemptions. Sadly the effects are sometimes more than just physical but also psychological. Long work hours, intermittent night shifts, high work targets, and loss of identity are just some of what a call center agent is to expect. The odd schedules and nature of work keeps people planted to their chairs 9 hours a day, reading scripted conversations repeatedly - more often to irate customers from all parts of the globe. Since we're all about facts, here's a sad reality: Every single second of an employee's time is recorded, measured and automatically logged onto a computer for praise or censure on a weekly basis. Even walking down to the water or coffee station for a drink and a chat with a friend can mess up your performance metrics, salaries, and benefits. It's just challenging to juggle listening, watching and talking - all at the same time. Left untreated or unresolved, the burnout can lead to repeated sickness absenteeism.

• The BPO industry is fully aware of these health issues and is doing their best to address it timely and properly. Call centers provide agents with sleeping quarters, recreation rooms, out-of-town activities with their respective teams, not to mention competitive compensation and benefits including health packages to address their health concerns.

• Contrary to some beliefs, drinking coffee may not be that beneficial for your performance during your shift. Caffeine is generally accepted as a mild diuretic which speeds up the urination process (meaning frequent bio-breaks), but at the same time depletes calcium, which is lost through urine. Caffeine can dry out the mouth, which would lead to difficulty in speaking (not to mention that nasty 'coffee breath').

• Smoking contributes to stress and in no way, shape or form is stress diminished from smoking.

• Being fashionable is an acceptable way of expressing yourself.

• BPO agents receive higher salaries and benefits, unfortunately for some, saving are an alien concept. Except for those agents supporting their families who're capable of sending bigger amount of money.

There are still other things you'll discover in a call center that might shock you, surprise you, or even both. These are things you must discover without prejudice. Alongside the assurance of increased knowledge in both technical knowledge and soft-skills is culture enhancement. This means the manner on how you deal with inter-office politics and gossip, being able to deal with both the young and old, and most specially, being politically correct at all times so as not to offend the people in your office surroundings.

Contact Center - any 'call center' that offers not just 'voice' related services (answering services, order taking, appointment setting, etc) but also 'non-voice' services (chat and email support, postal mail catalogs, Web site inquiries, etc).

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Call Center Interview Questions And How To Tackle Them

If a company has a large number of customers, but doesn't have the capability to handle calls from those customers, they might contract a call center. These firms help with airline reservations, directory assistance, computer technical help, and other important customer service functions. They are generally staffed with both technically trained and non-technical employees, depending on the job needed. Many students apply for call center jobs because the schedules are flexible in most cases.

All call centers screen their employees, just as any other job would. If you're applying for a job at a call center and are nervous about the interview, you might be wondering what kind of questions you'll be asked. Following are the top 5 call center questions, and the best way to be prepared for them.

- "Tell us about you previous experience working for a call center services. Describe how you helped the customers."

This question might arise in the middle of the interview, or at any other point during the process. It's important to review and consider your past work history before interviewing with the call center. Be prepared to describe highlights of any past call center work you've done, and describe any times when you've worked successfully with others. Call centers like to look for people they would consider team players. Be sure not to make up any exploits at previous jobs. It's important to always tell the truth in a job interview.

- "Are you proficient with different kinds of software? What kind of computer experience do you have?"

Internet telephony is common in most call centers. This kind of technology is less expensive than using a landline. Call centers also maintain computer databases of customers, and are concerned with your ability to rapidly learn to navigate and use such software. Log files must generally be created after each call, and most employees must also know such basic office software as MS Word, Excel, etc.

- Question number three isn't a spoken question, but rather the interest of your interviewer in how you conduct yourself. They will be judging you on your communication skills and grammar to see how you might interact with a customer on the phone. Remember to speak clearly and concisely. Choose your words carefully.

- "What does a call center mean to you?"

This seemingly harmless question is a way for your prospective employer to gauge how serious you are, and what your commitment to the job will be. This standard question should be replied to earnestly, and it's important not to give the impression that you are planning to leave as soon as a better opportunity comes along. Interviewers are usually looking for employees that will stay with the company for a long time and make a career out of their job.

- "What do you consider to be the important of teamwork?"

Employers tend to prefer people who like to work in a team. Loners have a lower chance of being hired. Be sure to let your interviewers know that you can work in a team without becoming stressed or hostile. Management books about the value of teamwork can help you find the words you need to express the value of teamwork in the workplace.

These top 5 call center interview questions are among those you might expect to hear when you're applying for a job. Technical jobs will have more questions on the technical subject, while non-technical jobs might focus more on teamwork and interpersonal interaction. Whichever job you're applying for, be sure to be prepared to answer these questions and be on the ball. For more information about call center interview questions visit our bpo services blog. 

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Pros And Cons of Offshore Call Centers

Off shore call centers provide business owners with the ability to outsource important business tasks. 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. Business owners are well advised to weigh the pros and cons of going offshore when considering call center management solutions. We have looked at the pros and cons of offshore call centers and came up with a list of pointers to consider before you make your decision.

Pros:

- There is no doubt that offshore call centers offer very high competitive rates. This start with the fact that overseas wages (India mainly since most offshore call centers are based in India) and the cost of living is a lot less than in Australia. Were Indian workers might have a sufficient lifestyle with some $5/hour; Australians would never be able to do the same.

- Another bonus is the fact that India has some of the highest trained IT professionals in the world. If you’re outsourcing requires an IT help desk, then going offshore might be beneficial to your business after all. Obviously costs would have to be compared against each other as well as usability.

Cons:

- The fact remains that staying local will provide a better service. Having the ability to drop into your local call center will provide many business owners with peace of mind. Not only does this help them to get to know key staff but it also helps the staff itself being able to get an insiders view (by means of 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.

- A great pro of going local is the quality standard control. It's not that India doesn't provide some form of standards whilst dealing with clients, but often our own standards seem somewhat higher than theirs. This is especially important since customer service is directly related to a high standard. If there is a lack of control and quality, chances are that customers will run.

- With increased security issues we are dealing with an ever-evolving level of awareness by consumers. People are getting smarter all the time when giving out private information and by going local your clients are assured top quality privacy protection.

- Last but not least there is a huge language barrier between offshore call center staff and local staff. Customers are increasingly becoming frustrated by straining to understand an overseas call center operator. Often their knowledge of the English language is next to none but the problem starts with the way it is being phrased. Many Australians prefer to hear a familiar accent when marketed to. It provides them with a sense of familiarity and security and they are more receptive to offers.

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.

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Cleave Global – A Quality Organization

Cleave Global is a leading BPO services provider in India with an aim to deliver very high quality standards. The spokesperson of the company re-iterated that “Cleave Global has always been committed to excellence in delivering high quality call center services across variety of industry verticals.” Cleave Global strives to meet or exceed client’s expectations all the time. There are quality policies in place to monitor benchmark and continually improve the bpo service processes and employees performance to serve the clients efficiently. These policies are designed by industry specialists who have considerable amount of experience and are six sigma professionals. They thoroughly train the bpo service agents to ensure the best service to the clients. The continuous positive feedback on the customer satisfaction makes them competent and very efficient all the time.

The primary objectives for the quality team of Cleave Global are to exceed customer expectations and to sustain business growth. Cleave Global management is committed to the quality endeavor by providing all the necessary resources in terms of manpower, skills and tools etc. The Review meetings are conducted regularly to monitor the effectiveness and continuing suitability of the system. They make sure that the international standards within call centers worldwide are being followed by every Cleave Global representative.

Regular training sessions including soft skills is provided to every representative to sharpen their skills and knowledge to sustain continuous improvement and to promote customer-centric approach. All projects follow a well-defined set of quality programs and procedures, which involves detailed estimations and clearly defined goal setting for every individual on the floor. This model-based approach has a strong process focusing on continuous improvement and comprises of guidelines, standards and templates adhering to the requirements of ISO 9001 and ISO 27001. Cleave Global is a certified BPO Services provider for Quality by Moody International, UK. Cleave Global provides specialized solutions on improving customer retention and increasing revenue per client. We strive to continuously improve our processes and performance to continue ISO certification. We are aiming to continually deliver the best services and remain as one of forerunners in the outsourcing services industry in India…

Call Centers in India: Favorite Hot Spots of Outsourcing

Call centers in India need no introduction but a special mention, indeed. Organizations from all over the world have preferred to outsource call centers services to India than its competitive counterparts. India and its BPO industry has emerged as powerful contender and leader of outsourcing. No wonder, India has become an attractive option for outsourcing call center services.

Thanks to the wide array of services, favorable government policies and infrastructure and facilities to meet the international demands and varied range, types of business needs. There have been several reasons that count and work in favor of Indian outsourcing industry. Some of them are:

1) Educated and inexpensive workforce
Given the large numbers of highly qualified and IT savvy people who are skillful and English proficient as well, call centers in India are attracting huge work demands across the world. It is to be noted that India has the highest English-speaking population after the United States. The increasing numbers of college graduates and reputation of call center workers have also made outsourcing popular which accounts to never ending resources and facilities in India.

2) Specialized and Customized Call Center Outsourcing Services
Be it inbound call center services, telemarketing services, end to end software or application processing, email support services and chat support services or help-desk services, you name it and call centers in India have it. They have equally authority over inbound and outbound call center services. Offering expert solution based on international quality standards and technology framework, their operational expertise is unparalleled.

3) Time Zone
India has the classic advantage of ideal 12 hours gap that helps Indian BPOs to run 24/7 call center operations.

4) Policies of Indian Government
Indian government has shown extensive and friendly support to Indian outsourcing industry. The government has issued policies, such as tax exemption on IT export, duty free export of goods, and encourages establishments of software technology parks equipped with latest of telecom and IT technologies.

5) Cost-effective call center services
It can be termed as one of the major reasons for which organizations outsource to India. As per a survey, Indian outsource cut the operational costs by more than half and their round of clock services come as an added advantage.

Article Source: http://www.buzzle.com/articles/call-centers-in-india-favorite-hot-spots-of-outsourcing.html

Brief Overview on Outsourcing and Call Centers

The term Outsourcing is used when a company contracts with another person or company to do their business operations or functions. In today’s era, almost every other company outsources in one way or the other. Usually, the function that is to be outsourced is considered as non-core to the company who will be using outsourcing services. The functions or processes that were previously done or performed in –house are now contracted out of business to an outsourced organization or an external provider. Any two or may be more organizations may enter into a contract wherein exchange of payments and services takes place. Majority of the work is being outsourced to companies or providers outside the nation, which is a big concern and this is termed as offshore outsourcing services or also many times as off shoring. Both these are quite odd terms in the sense that if a company decides to do business with any other company, it does not necessarily mean that the parent company have to go offshore.

The word outsourcing has been in existence from the day work specialization is there but it is only that in the past 20 to 30 years that many companies have implemented or started to use this concept or model to perform various processes or functions to include, but not limited to data entry and processing, account receivables and accounts payable, billing, and telemarketing etc. The primary reason that the companies go for outsourced services is that these processes or functions can be performed more cost effectively and at the same time increases the efficiency when these same functions are performed by call centers or external providers who possess the necessary skills, tools, facilities, and well trained employees to carry out these tasks.

The whole process of hiring or employing any external company to handle/perform business activities for any other organization is termed as Business Process Outsourcing. Call Centers as they are often called are the companies that provide these outsourced services. Many a times they are also known as service providers. At present, the most common forms of these outsourced services are business process outsourcing services and information technology outsourcing services.

Those companies who are not so big and have limited resources and money usually go for both internal as well as service providers so as to bring timeliness in their business functions and speed up their work processes. These sort of companies tend to hire many service providers who takes care of and handles almost all the aspects of an existing or a new project and this include marketing, sales, product design, software coding as well as software testing.

A centralized office or a workplace which is utilized for receiving, producing, and transmitting a very large number of complaints, requests etc. via email or telephone is commonly known as a call center. A call center typically consists of workspace for employees with many workstations inclusive of computers that is a must for all the agents, a telecom headset with a telecom switch, and managers managing the work force. Most of them are operated independently but recently the trend of additional networked centers has also come up.

A majority of business primarily in the US and UK are utilizing call centers in order to interact with their customers and resolve their queries and address their issues and concerns. Call Center Services include telemarketing, customer helpdesk support, email support, chat support, debt collections, inbound support, outbound support, data processing, claims management etc. There are many companies, which service their internal functions also with the use of service providers.

Description: Call centers have been a boom in the past decade but as it is with every other booming industry, they do have their critics, majority of them argue about the work atmosphere, especially the odd timings and office environment.

Inbound and Outbound Call Centers

Call center business is one of the most highly valued businesses in this generation. Telemarketing business brings huge amount of profits. It has easy accessibility, wide scope, low costs, easy to outsource, and it requires the very basic verbal communication skills.

This kind of business is not as complicated compared to other businesses that involve constant analysis process and practical and technical skills. The primary medium of this business is the use of phones, either ordinary phones, or phone calls via the internet.

Although this business seems to look simple, however running this business is not as easy as you think. Interacting with people via phones calls is more risky than personal interactions. Communicating without seeing the real expressions and gestures of the people you are talking too, as well as without having eye contact is high risk to misinterpretations that is why call center agents require enormous trainings to learn proper ways of dealing with customers through phone calls.

This kind of business booms in marketing industry even though it requires enormous trainings. Telemarketing trainings are less challenging to those countries where citizens were trained to be proper communicators since they were still young. Telemarketing outsourcing evolved for the reason that many countries have potential to become efficient call center agents.

Telemarketing companies outsourced their services to countries that have high competency in using the English Language. Outsourcing to other countries also has low cost effectiveness.

There are two main types of telemarketing services. Inbound call center is the first one, where the call centre agents for a specific problem or need receive calls. For example, an individual need someone to teach him how to repair his television set. The client can ask telemarketing companies who are focusing in appliance repairs to ask for assistance.

Outbound call center is where a business is run for the purpose of promoting products and brands. These call center companies focus more on sales. They are using the strategies of telemarketing to advertise their products and brands in order to gain lots of customers. Outbound call center is an effective style of promotion because telemarketing could reach customers globally.

Outsourcing has affected business organizations all over the world with its many benefits. It has transformed the way we worked. Find out more about outsourcing by visiting us here. This article is written by Sher Torres who benefits from outsourcing herself.

Know about outsourcing as it Call Centers [http://www.cleaveglobal.com/services.html] as well as new updates about outsourcing.

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Call Center Quality

Quality is one of the pillars of success in call center services. Clients and customers are interested in quality work only. Competition in every business domain is so acute that there is very little room for error. Shabby work is detrimental for the brand reputation and BPO units are aware of that. Once you get a taint on your call center, you will find that business firms are not willing to touch you. To steer clear of such infamy, you will have to pull up the benchmark that measure performances at your call centers. Managers and supervisors have to particularly careful about quality checks and monitoring. It's not an easy task to monitor agents when they are handling hundreds of calls every day. But you have to carry on this labor to ensure that you are churning out only quality business process outsourcing work.
Adherence to stringent measures is necessary to keep the quality intact. Every step in the call center services should be measured against some set parameters. You have to keep the parameters higher than the average at BPO units. When you set the standards at a higher premium, your Transcription Service agents will be working harder to achieve those goals. A note of caution is necessary here. If your telemarketing goals are outlandish, the agents will give up before the projects starts rolling. Setting realistic targets is important for proper and positive motivation. Managers of telemarketing services can study the required standards from other projects in the same domain. You can always gather information from the Internet. Research is the key that sets off the project on the right track.
Monitoring of calls at the inbound call center and the outbound desk helps you learn from mistakes. There will be calls that do not yield results. There will be errors of telemarketing that come through clearly when you listen to the tapes of the conversation between agents and customers. But the call center managers have to do it in the right spirit. Your aim must be pick out the mistakes, not the agents responsible for those errors. When you start headhunting, agents get intimidated. Telemarketing services will suffer greatly when the agents are not free about their work. You can conduct training sessions to listen to the tapes. Make sure you praise a good job done while discussing these calls. A pat on the back inspires the whole team.
Manpower is the primary ingredient to guarantee quality in call center services. Hire the best available talent and make sure they are properly trained. No two-telemarketing project is exactly similar. Customize your training according to the campaign. Some added investment in training sessions will keep you in good stead to tackle complicated projects. Let the BPO agents pick things up instead of cramming them down their throats. No matter how skilled a customer service agent, unless that person is a team player, there is no room in telemarketing services. It's never a single player game. Get dedicated and focused employees. That will cut down your trouble by a large chunk.
We have the strictest quality checks on our Market Research services। Our BPO managers always work towards maintaining a higher standard of performance.
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