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What you Need to Know about, in The contact center.

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In the contact center industry we come across a lot of abbreviations and expressions that are used very often without having a clear definition about them. He You will find a list of these expressions with their definitions .

Automatic calls distribution ( ACD ) – A computerized phone system that responds to the caller with a voice menu (IVR) and connects the call to the appropriate CSR according to a set of parameters (e.g priority of skills or longest available time) . It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer-telephony integration ( CTI ) – is a computerized systems which combines the callers data with voice systems in order to enhance telephone services by retrieving the caller database and get it displays at the appropriate CSR’s screen when the call gets routed to him by ACD (Automatic calls distribution)

Interactive voice response ( IVR ) is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.

Call Work Code ( CWC ) – A number, up to 16 digits, entered by CWC agents to record the occurrence of customer-define deviants (such as account codes, social security numbers, or phone numbers) on ACD calls.

Key Performance Indicators (KPI )- factors that show certain standards and guidelines to maintain productivity.

Service Level Agreement ( SLA )- A contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Services for customers can be measured, justified, and perhaps compared with those of outsourc­ing network providers. Some metrics that SLAs may specify include: What percentage of the time services will be available; The number of users that can be served simultaneously; Specific performance benchmark to which actual performance will be periodically compared.

Average call waiting ( ACW ) – the time from the person reaching the number being called until the CSR picks up the phone (~20seconds)

Average Talk Time (ATT )- time frame within which the customer is kept in the phone (~2minutes)

Average Hold Time (AHT ) – period of time during which the customer is kept on hold (has to be as minimum as possible)

Customer Service Representative ( CSR )- person attempting and handling all the calls, providing the customer with any inquired information.

Senior Customer Service Representative ( SCSR )- CSR who is not only handling the calls but also conducting telesales.

Team Leader ( TL ) – person who plays leading role among the team, setting up an example and responsible for couching, training, guiding, motivating and encourage the CSRs to accomplish the assigned tasks as well as coordinating externally and internally and drive the team ahead towards the potential vision.

Supervisor ( SUP ) – a person who is a step above the team leader and below the managerial level, responsible for the day-to-day performance of the group, should have the authority, to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline CRS, or responsibly to direct his team leaders on the efficient ways to achieving the department goals , adjust their grievances, or effectively recommend an actions to resolve the raised issues. It is not of a merely routine or clerical nature, but requires the use of independent judgment.

Customer Relationship Management ( CRM )-entails all aspects of interaction a company has with its customers whether it be sales or service related. The Computerization way of interaction is recently being used in the market approaching the new strategy in serving customers with each new advance in technology, especially the proliferation of self-service channels like the WEB and WAP phones, more of the relationship is being managed electronically and therefore organizations are looking for ways to personalize online experiences through tools such as help desk software, e-mail organizers and Web development.

Internet Contact Center ( ICC )- where all the required contacts and inquiries can be kept in one database, and viewed by all of the users. ICC has such features as Universal Queue, real-time and historical reporting, web collaboration, email transfer, etc.

Voice Over IP address ( VOIP )- A category of hardware and software that enables people to make telephone calls via the Internet. In simple words these hardware and software converts the voice signals into packets of data, which are transmitted on shared, public lines.

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Obama’s Consumer Financial Protection Agency by Feldman Law Center

Feldman Law Center – Loan Modification News by Feldman Law Center — Part of Obama’s plan to overhaul regulation of the mortgage industry, unveiled last week, would create a Consumer Financial Protection Agency to monitor consumer financial products and change the entire process of getting a mortgage. With a stated goal of developing a mortgage process that is as simple as signing up for a retirement plan, the President’s proposal centers on an automatic offering of a “plain vanilla loan” to potential homebuyers. These loans would offer fixed interest rates and 30 year maturities, unless the borrower opts for a loan with riskier terms such as interest only or adjustable rates.

The plan has received vehement opposition from the mortgage and banking industries who say that government-approved mortgages would restrict borrowers’ options, make loans harder to get, and make them potentially more expensive. Powerful trade groups like the American Bankers Association, for example, oppose creating a consumer financial protection agency. Even lobbying groups open to the idea of a consumer-products regulator question whether the government should suggest which mortgages are best for consumers. “We don’t want to stifle innovation, and we don’t want to stifle competition,” said John Courson, president of the Mortgage Bankers Association.

One thing that would definitely be restricted, and one of the main factors behind these groups’ opposition to the plan, will be the potential commissions that mortgage brokers can charge when they sell a mortgage. For example, administration officials want to curb the fees that brokers and lenders receive tied to inflated mortgage rates. Brokers argue the incorporating those fees are a way for borrowers to amortize the costs of a loan without having to come up with thousands of dollars in closing costs. Another aspect of the plan would link compensation to whether the borrower ends up defaulting on the mortgage. “There’s no reason that we should have to assume that risk,” said Marc Savitt, president of the National Association of Mortgage Brokers. The group’s stance is that while a mortgage broker can facilitate a loan, the ultimate approval for the mortgage comes from the lender.

Mortgage brokers’ fees were typically highest on the most creative and dangerous of the mortgage varieties. With those mortgages a thing of the past, volume, commissions, and their share of new business has dwindled. Mortgage brokers’ share of new loans has dropped from a high of 60% to the current 20%, on much lower volume. Fixed rate mortgages have increased from a low of 50% of the total of new loans originated in 2004-05 to 95% today.

As the plan stands now, the newly created agency would approve a set of mortgages including fixed and adjustable rate mortgages. Approval for vanilla mortgages would be similar to the “prime mortgage” approval process. Potential home buyers could still get mortgages outside of the government approved versions but disclosure of risks and dire warnings will accompany them.

Supporters of the new regulatory agency say that it is needed as much to protect borrowers from themselves as from predatory lending practices. Many borrowers went through the process of getting their mortgage without ever taking the time to understand exactly how the loans they were applying for worked and where the risks were. Still, previous Congressional efforts to regulate the mortgage industry have consistently broken down over the years, even on simple issues such paperwork reduction, so the fight could be long, drawn out, and years in the making.

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Choosing an Outbound Call Center Service

When looking for the right outbound call center, a company must take into consideration several factors. By determining the needs of the company, considerations can be made as to what are the determining criteria in making the proper choices. As a result, such requirements will deliver the best possible fit for the particular business. By determining such factors this allows one to create the ideal outbound call center service. An outbound call center service will increase productivity throughout the business. The right call center will help your small business grow. The call center can offer outbound solutions that can increase a company’s profit margin.

Size of A Call Center
The size of the call center is a very important determining factor in choosing the right call center. Is the center big enough to handle the project at hand? Is the call center staffing flexible enough to meet the changing demands in an outbound campaign? Is the service too big to provide a knowledgeable, friendly operator to properly represent a company? A small call center might be the right fit for a particular project. Small call centers usually work best with small to moderate outbound call center service applications. Small contact centers also are very adept at handling permanent or recurring projects. A small center is more personalized in nature and can learn and expand on most manageable programs.

Larger call centers are able to handle enormous or sporadic projects. An ample staff is able to handle tremendous volumes and sporadic projects properly. A contact center with many seats has the flexibility to knock out a time sensitive project in a timely manner. More technical application can be determined through larger outbound providers. These providers usually have the most sophisticated call center equipment. The larger outbound call center service has the experience to provide not only.

Geographic Considerations
Location is an important factor when choosing a call center. Often times training of staff is an important criterion in choosing a center. A client may be required to spend a lot of time at the contact center. With the ability to train offsite this is no longer the consideration of absolute importance. Location is also a determining factor is language and dialect is a factor in the campaign. Choosing a service close by is not a great advantage as location is becoming less and less of a consideration in choosing the right center.

Actual Costs
Cost is a consideration. Not only does one need to factor in the hard costs of outbound telemarketing. Per minute charges is definitely an issue. Yet, the actual efficiency of the operator, script and list must also be taken into account. These costs will make up the cost per call, and cost per acquisition. Another factor that must be considered is the cost of training, cost and availability of the list.

Financial Stability
Checking out the financial stability of an outbound call center service is vital. These companies need to be able to afford the proper staff and the proper equipment. Many companies use call center services due to the sophisticated technology these centers possess. Technology is ever changing and upgrades are expensive for most businesses. Such companies find that outbound call center service outsourcing is the best option. Other companies find it as the only option. Project that require special requirements or custom applications need to find the right outbound partner. Call centers that are not properly stable or possess state of the art technology cannot keep up or survive with the ever changing, increasing demands of an outbound call center.

Every company needs to create a wish list in choosing the proper outbound call center service. By determining these needs and ranking the importance of these factors, the proper decision can be made. Each individual company has different needs, and therefore an outbound provider is not a one size fits all solution. It is up to the individual consumer to find the perfect outbound call center service fit.

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New York — July 31, 2008

Integration Technologies, Inc.(IT), the market and technology leader in on-demand solution integration, today announced the availability of Merkatis CommerceTM in IT’s ‘Integrated Supply Chain’ (ISC) Solutions for InterWeave Customers.

Integration Technologies, Inc.(IT), the market and technology leader in on-demand solution integration, today announced the availability of Merkatis CommerceTM in IT’s ‘Integrated Supply Chain’ (ISC) Solutions for InterWeave Customers. ISC Solutions integrate ‘Best of Breed’ Vendors; companies like Salesforce.com CRM, Merkatis Commerce Order Management System, Preciso’s Online Inventory and Warehouse System and Intuit’s Quickbooks. These four core applications are supported by Contactual’s On-demand Contact Center and HelpStreams Customer Service Application. Customers choose only the applications they need to build a customized Integrated Supply Chain Solution; this is not a legacy application which customers have no control over function or cost.

‘Our job is to provide our customers with the best integration options; a selection of applications they may choose to create the Solution they need, with only the applications they need. This provides customers control over process – the hallmark of an InterWeave Solution.’ said Bruce Magown, Chairman of Integration Technologies, Inc. ‘The Integrated Supply Chain (ISC) Solution Vendors we work with are ‘Best of Breed’ vendors; and singularly their applications prove this every day.

‘Merkatis Commerce™ is a new ecommerce solution from Artifex Technology Consulting that makes it easier than ever to get your business online. Rivaling Amazon.coms functionality, the Merkatis ecommerce solution is packed with features to help web store owners get their product online quickly and designed to help shoppers find it. Reliability is ensured because Merkatis Commerce runs on Microsofts proven ASP.NET framework.’, said Jenna Schmidt, President, Artifex Technology Consulting, Inc. ‘We are very pleased to be working with InterWeave and providing not only the best Commerce application, but with full integration capabilities to the applications they need to integrate with.’ Merkatis Commerce allows our customers choice in ‘Best of Breed’ eCommerce Solutions. We are proud to be working with them.’ said Magown.

The Integrated Supply Chain Solutions will be selections in the InterWeave Customer Portal (ICP). You register, select the applications for integration, select the combination of objects and flows – and generate your Solution – it’s ready to test. If you want a different combination of objects and flows – simply sign back in and re-configure your solution. There are no constraints or restrictions in how you set up your business flows and work processes. This is configuration management – not programming. The Integrated Supply Chain Solutions are an excellent example of InterWeave’s hub and spoke capabilities. Databases, on-line services, inventory management applications, web stores, order management systems – you can now integrate – the way you want to. Solution front-ends are logically disconnected from the backend, so if you outgrow Quickbooks, you simply connect to your next selection, ex. Microsoft Dynamics, Sage, Peachtree, etc.

The Integrated Supply Chain and InterWeave Customer Portal are examples of ‘Powered by InterWeave’. InterWeave provides the world’s first on-demand solution integration platform with unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM. See all our offerings at www.interweave.biz.

About Integration Technologies

Integration Technologies is a pioneer in the development of technology Solutions for uniting systems, legacy applications, databases, workflows, and Web services, from within and across the enterprise as a service; and then extend those systems to connect with their suppliers and customers. As a leading Systems Integration solution, Integration Technologies InterWeave Product Suite offers a rapidly deployable and infinitely scalable Services Oriented Architecture (SOA) for integration of business-to-business, business-to-consumer connectivity, business processes optimization and application integration – the deployment of Dynamic and Global Web Services. For more information, please visit www.interweave.biz.

About Artifex Technology Consulting

Artifex Technology Consulting, Inc., is an internationally recognized design and development firm specializing in ecommerce solutions and custom web applications. As a woman-owned business and Microsoft Gold Certified Partner, Artifex offers cutting edge ideas in web design and web programming with a key focus on complete ease of use for the most basic user. For infinite possibilities and revolutionary solutions, visit www.artifextech.com or call 888-ARTIFEX.

For more information

For more information, please visit www.interweave.biz.

Contacts:

Bruce Magown

Phone: 203-274-5226

Fax: 801-439-3476

Email: (bmagown @ interweave.biz)

Web: www.interweave.biz

InterWeave is a registered trademark of Integration Technologies, and AppExchange and Successforce are trademarks of salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.

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Avail of Free Trial Call Center Outsourcing Services from OutsourcingCity.com

Brea, CA — December 11, 2008

With the nation facing financial turmoil, businesses are finding more and more ways to stretch the ever shrinking dollar. One of the most viable solutions in cutting down costs is to go into call center outsourcing wherein some of the businesses’ operations are outsourced to companies. Aside from reducing operational costs, call center outsourcing allows a business to free itself from tedious operations, giving them a free hand to focus on their core business.

Outsourcing City is a call center outsourcing services provider that aims to offer the best call center outsourcing services by providing technologically advanced call center outsourcing facilities, as well as having the best people to do the job exceptionally well. The company is fully equipped to offer exceptional inbound call center outsourcing services, outbound telemarketing services, and medical transcription. Soon-to-be-launched services will include back office outsourcing and medical billing services.

Outsourcing City truly understands the need for companies to further save on investments. As a way of allowing companies to try the various call center outsourcing services offered by the company without having to invest, trial services can be availed absolutely free-of-charge. The free trial call center outsourcing services include either a week of medical transcription service, a week of telemarketing service or a free week of cost benefit analysis.

In addition to a free trial of call center outsourcing services, the company is also offering performance-based outbound telemarketing services. Companies who avail of this need not to pay for fixed cost of telemarketing service. Payments will only be made once a sales transaction has been closed. Also included in the outbound telemarketing services are: calls from the client’s target list, a total of around 400 to 500 calls a week to generate sales and leads, Telemarketing Lead Management, Generation and Qualification, providing a detailed metrics report, and real time analytics reporting, among many others.

A strategic partnership with Outsourcing City could bring exponential results to any business. A call center outsourcing service company that remains solid in services despite any economical crisis, Outsourcing City is all about giving outstanding call center outsourcing services at a fraction of the cost. Moreover, it can constantly and effectively support clients by helping them expand their business through superior call center outsourcing solutions. Outsourcing City thus becomes a reliable extension of a growing business.

Call Outsourcing City at toll free number (877) 600-0678 and experience the difference an excellent call center outsourcing solution makes.

About OutsourcingCity.com:

With headquarters in Brea, CA, Outsourcing City is a fast growing provider of call center outsourcing solutions and business process outsourcing (BPO) services. Call center outsourcing services include: Inbound Call Center Outsourcing Services, Outbound Telemarketing Services, Back Office Outsourcing, Medical Transcription, and Medical Billing.

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How Using the Right Call Center Software Can Help you Comply With Legal Restrictions

It is just unfortunate that call centers have acquired a disreputable reputation due to the actions of certain contact center agents and their respective contact center companies that have annoyed, and infringed upon the rights of prospects and customers. This is why in the US, call center agents and their call center companies have to abide by certain laws and regulations such as those set by the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC)to avoid getting into legal trouble.

One way your call center can be compliant with US laws and regulations is by using the Predictive Dialer system of the Oracle Contact Center Anywhere call center solution offered by Promero. The Predictive Dialer helps your contact center agents prevent as many abandoned outbound calls as they can. An outbound marketing call is considered abandoned when a prospect or customer does answer the call but the telemarketer delays by up to two seconds the transfer of the call to an authorized sales rep. The FTC actually has a special Telemarketing Sales Rule which imposes restrictions on the number of abandoned calls your contact center agents can incur within a day.

You can use the Virtual Call Center feature of the Oracle Contact Center Anywhere call center solution to automatically restrict the percentage of abandoned calls to just 3%. This allows your call center to remain within the boundaries set by the Telemarketing Sales Rule. Another feature of the call center software that can help you meet the Rule requirements is the Predictive Dialing feature which you can set to permit an outbound marketing call to ring only for up to 15 seconds maximum (or four rings maximum) before the unanswered call will be disconnected.

If a marketing call is initiated but the sales representative in charge cannot immediately answer the call, you can set the software to play a pre-recorded message giving details to the prospect or customer who answers the call. The pre-recorded message may contain such details as the company you are calling on behalf for, the contact number of the call center, and for whom you are calling the prospect for (like, for which client and which account you are working for at that time.) The message has to be played within two seconds from the instant someone answer the phone call.

Now what do you do if you want to call someone who may seem like a good prospect but who has made it a point to have himself placed on a Do Not Call list? Actually, you should just look for other prospects because it is illegal to pursue that prospect by even making one phone call. This is a very important rule to follow so that the public knows your organization respects their rights to privacy and their decision not to be bothered with your phone calls.

Burlington, MA — June 3, 2010

OnState Communications, the leading provider of on-demand virtual call center solutions, today announced support for Amazon (NASDAQ: AMZN) S3 (Simple Storage Service) – a popular web-based storage service offered by Amazon Web Services. Along with other premise- and cloud-based options, OnState customers can now use Amazon S3 to store critical files such as call recordings and chat transcripts in a highly secure and reliable manner.

“Like Amazon, OnState is committed to bringing the scale, reliability, and convenience of cloud computing to businesses of all size and type,” said Pat Kelly, CEO of OnState. “With the addition of Amazon S3 to our already versatile storage options for the chat and call recording components of our virtual call center solutions, our customers can now leverage Amazon’s highly scalable, reliable, and secure infrastructure to store important customer communications records.”

Amazon S3 offers the ability to store and retrieve any amount of data, from any location, at any time. It provides a highly durable infrastructure designed for mission-critical data storage. The service delivers 99.99% availability backed by a stringent service level agreement. It also simplifies compliance with government and industry regulations such as HIPAA and Sarbanes Oxley (SOX), enabling enterprises to preserve and secure confidential customer conversations and sensitive business interactions.

With the addition of Amazon S3, OnState customers now have another affordable option for chat and call recording storage in the same highly scalable, reliable, and secure infrastructure that Amazon uses to run its own global network of web sites. Using OnState and Amazon S3, any business can enjoy enterprise-class scalability, reliability, and security without the expense or hassles of a conventional premise-based solution. With a cloud-based virtual call center solution from OnState, and call recording storage in the cloud from Amazon S3, enterprises can add users and capacity on-the-fly while responding to rapidly-changing business requirements in a timely fashion.

Amazon S3 joins Google Apps and salesforce.com as OnState-supported cloud-based call recording storage services.

About OnState

OnState provides on-demand, intelligent virtual call center and virtual PBX solutions that are network-based, highly-functional, scalable, and resilient. Using the company’s patented business presence technology, OnState’s solutions ensure that customers are connected with the proper employee on the first try, every time, independent of location or device–including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by the telecommunications pioneers who launched GeoTel Communications (NASDAQ: CSCO), OnState’s mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, visit http://www.onstate.com/about-us.

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— September 5, 2007

Contact 1-2-1 has successfully serviced some of Australia’s leading automotive companies since 2002. Contact 1-2-1 has educated many of its automotive clients on the value of building a familiar but professional relationship with its customers. This has been a difficult task since most companies usually measure inbound call center services as a cost item on their balance sheet.

“Unfortunately this short-sighted but common approach towards inbound call centers leads to significant lost opportunities that usually have a real and measurable negative affect on the balance sheet down the track. Inbound services can often suffer from this financial misinterpretation of their lack of value to an organisation.

Companies that are tightly managed by ‘bottom line’ focused management usually lack the foresight and ability to comprehend the value an inbound call center can bring to their bottom line in the medium to long-term. Companies will spend millions in above the line marketing but will instruct their staff to ‘keep their conversations brief with customers’ to ensure that costs remain low in the call center. The end result is usually a lost opportunity to build a relationship and to increase customer satisfaction and loyalty. The short-term line item on the balance sheet looks good but the longer term affect to the business, and ultimately the balance sheet, is quite negative. The brand damage achieved through poor one-to-one customer communications is significant,” said Joe Tawfik, joint Managing Director for Contact 1-2-1.

Intelematics Australia, a leading telematics provider to the automotive sector, has for a long time acknowledged the value of good customer service to its business. Intelematics is an Australian telematics pioneer and has been operating telematics programs in Australia since 1999. Working across a broad range of industry sectors, Intelematics provides telematics programs and traffic services that strengthen their clients’ brands. Intelematics’ clients include GM Holden, Toyota, Mitsubishi Motors and RACV.

The company recently selected Contact 1-2-1 as its chosen provider for inbound call center services. “Contact 1-2-1 has previously provided Intelematics’ call center services. This previous experience provided a cordial and professional service offering and when an opportunity arose to again use Contact 1-2-1’s service facilities, we were happy to engage. Intelematics utilises Contact 1-2-1 to provide a 24×7 voice services for Roadside assistance referrals, Emergency Assistance and convenience services such as remotely unlocking vehicle doors. The very nature of those services means that they must be delivered in an open, friendly and efficient manner. Contact 1-2-1 has a great ‘six star service principle’ that takes a hospitality approach to inbound call management. This approach suits our customers, their customers and us. In the highly competitive automotive industry we have to ensure that our services are delivered at the highest levels possible and Contact 1-2-1 is another element that will help us continue to achieve this,” said Steve Owens, General Manager, Intelematics.

About Contact 1-2-1:

Contact 1-2-1 is a leading outsourcer that provides expertise to Blue Chip companies seeking to grow their business using call center services. Our management team has many years of experience designing and refining call center solutions that generate measurable value. Contact 1-2-1 has invested in its people, technology and processes to ensure it can offer a Best in Class (BIC) solution for its clients. Contact 1-2-1 has over 350 seats and has three call centers based in Sydney, Gold Coast and Adelaide.

Web: www.contact121.com.au

Sydney Address: Level 4, 15 Castlereagh Street, Sydney NSW 2000

Media Contact:

Joe Tawfik (joint Managing Director – Contact 1-2-1)

Email: info @ contact121.com.au

Mobile: +61 411 283 994

Landline: +61 2 9222 1025

About Intelematics Australia

Intelematics Australia is a leading provider of vehicle manufacturer telematics programs within the Asia Pacific region. Working in partnership with its clients, Intelematics aims to create tailored telematics programs that bring benefits to vehicle manufacturers, their maintenance and retail channels and motorists.

Globally recognised for its innovation, Intelematics’ services include safety and security, fleet and workforce management, real time traffic information, navigation, together with a range of real time motorist information and convenience services. Intelematics is also working with its clients to provide enhanced remote vehicle diagnostic and eCRM services.

For more information, visit Intelematics Australia’s website at www.intelematics.com.au

Media Contact:

Kathryn Whitfield, Marketing Manager

Email: enquiry @ intelematics.com.au

Mobile: +61 414 814977

Landline: +61 3 8415 9000

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