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Virtual Call Center, a Factor in Your Business

Call centers, as we all know, are a very effective means to increase the income of one company. Solving problems that customers or clients have by phone, giving them advice on how something from one company works, listening to their complaint and relay it to the related department so their service can be improved. All these things mentioned are the functions of a call center, wherein these functions a company can expect higher profits when they use this service. Despite the many advantages, it can also be disadvantageous, for example the high cost of the large number of workers and also for the maintenance cost. Here is where the virtual call center took place.

The virtual call center is basically the same as the normal call centers; the difference is the location where they work where virtual call center operators are spread throughout the world. They work in a smaller scale than the usual call center do, or maybe operating their work from their home. The cost to maintain these call centers is definitely on budget, because they don’t need to pay for a building expense. The only payment they need to fulfill is for the operators, that’s all.

Seasonal companies make good use of this new service, because their usual problem is to pay for maintenance and the building expense even when they entered their business in an inactive season. However, there is still doubt in this new method such as training their newbie sometimes becomes a problem because their positions are separated far away which could bring questions about whether or not the workers will act according to the company’s will. Just as the faith from the workers toward the company’s credibility could be a problem, i.e., salary fulfillment. However, all these problems can be solved if the company hires professionals in this field. When the business of a seasonal company entered an inactive season, the company doesn’t have to pay for the maintenance for this service which can save a lot of money.

Virtual call centers work in a very coordinated way. The time zone will no longer be a problem, if there are operators that are unable to work because the time in their places is midnight, the other operators from another country that may still in working hour can take their place. The business will go on normally without any customer/client felt abandoned. As a conclusion, the traditional call center is being replaced with the virtual call center because of all of the advantages it has, and that is why we must consider this virtual call center service for being applied in our business system.

Related Virtual Call Center Articles

Glen Burnie, Maryland — December 14, 2005 –

TeleRep – A Division of ATS Call Centers, Inc., a business specializing in inbound call center services, received national recertification as a Women’s Business Enterprise by the WPEO, a regional certifying partner of the Women’s Business Enterprise National Council (WBENC). WBENC’s national standard of certification implemented by the (regional partner organization) is a meticulous process including an in-depth review of the business and site inspection. The certification process is designed to confirm the business is at least 51% owned, operated and controlled by a woman or women.

By including women-owned businesses among their vendors, corporations, and government agencies demonstrate their commitment to fostering diversity and the continued development of their supplier/vendor diversity programs. To learn more about TeleRep, please visit http://www.telerep.com.

“This is our second year of certification by WBENC. This certification is very valuable to our company. It provides a real asset in our efforts to reach corporate America. The value really comes from and expanding our company’s visibility among real decision makers in corporate supplier diversity and procurement,” said Sandra Olson, TeleRep Owner and President. “Although we’ve been certified as a Woman Business Enterprise (WBE) through the State of Maryland since 2000, our certification gives us a national presence that many corporate supplier diversity programs require from women owned businesses.”

“Our corporate clients have asked us to provide specialized call center services that will help them focus on their core business. We have continually adjusted our services to meet the needs of our diverse client base. Our growth and service expansion allows us to truly offer total customization to meet today’s corporate outsourcing objectives and provide business intelligence reporting to assist customers with optimizing their outsourcing investment.”

Mrs. Olson started her business in 1976 as a modest business answering service. TeleRep now employs over 50 TeleReps, serving nearly 300 Maryland area and 50 National companies. TeleRep uses state-of-the-art call center technologies and provides an extensive array of award-winning call center outsourcing services. Some of the awards include, Customer Inter@ction’s Solutions MVP Quality Award, The Association of TeleServices International Award of Excellence, the DiversityBusiness.com awards, ‘Top Diversity Owned Businesses in Maryland’ and ‘Top Small Business in Maryland.’

ABOUT TELEREP

TeleRep is a division of ATS Call Centers, Inc. and is nationally certified through WBENC as a woman-owned business. In business since 1976, ATS Call centers, Inc. provides 24/7 inbound call center services for companies that need specialized customer support, complex call handling or high-end call center and telephone support services. TeleRep offers the advanced services of a corporate call center with the advantage of process efficiency typical of a smaller business.

Contact center services such as fax, email, web and other direct response solutions are also developed and delivered from TeleRep’s location in Glen Burnie, Maryland.

For more information about TeleRep, its services and capabilities, contact Joe Simpkins, Business Development Director, at (410) 761-2424 / (800) 638-2000, http://www.telerep.com.

About WBENC

The Women’s Business Enterprise National Council is the nation’s largest third party certifier of businesses owned and operated by women in the United States. WBENC is a resource for the more than 700 US companies and government agencies that rely on WBENC’s certification as an integral part of their supplier diversity programs.

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Die Sparkasse Krefeld ist ein langjähriger und zufriedener Kunde. Unsere Contact Center Lösung, der Service, die partnerschaftliche Zusammenarbeit und die stetige gemeinsame Weiterentwicklung, haben den Kunden von Avaya überzeugt. Das haben Herr Heggen (Vertriebsdirektor Sparkasse Krefeld) und Herr Dörkes (Abteilungsdirektor Organisation Sparkasse Krefeld) in unserem Kundenvideo auch dokumentiert. Mehr Informationen unter www.avaya.com/de Unser Ziel besteht darin, qualitativ hervorragende Kommunikationslösungen anzubieten, durch die Unternehmen leichter ihr Potenzial freisetzen können. Avaya ist ein weltweit führender Anbieter von Kommunikationssystemen für Unternehmen jeder Größenordnung. Dazu gehören Unified Communications- und Contact Center-Lösungen sowie Dienstleistungen, die sowohl über Avaya direkt als auch über Vertriebspartner erhältlich sind. Kunden setzen Avaya-Lösungen und -Services ein, um die Effizienz ihrer Geschäftsprozesse zu steigern, die Zusammenarbeit von Mitarbeitern, Kunden und Partnern zu optimieren, den Kundenservice zu verbessern und ihre Wettbewerbsfähigkeit zu erhöhen. Für die Branchen Fertigung, Finanzdienstleistung, Gesundheitswesen, Hotellerie und öffentlicher Dienst stehen spezifische Lösungen zur Verfügung.

Presence Voice Outbound provides a flexible outbound dialling platform that emphasizes operational efficiency and empowering business users to adapt to changing requirements. The Presence outbound solution is a part of our multi-channel inbound and outbound contact center solution. CRM Optimizer Outbound provides a contact center with the ability to effectively contact their customers and prospects while maximizing the utilization of the contact center resources in the most cost-effective way. Presence achieves this through leveraging our customers existing infrastructure to gather data for outbound calling and ensuring only live contacts are delivered to the agents. Presence Voice only delivers live contacts to agents by utilizing technology that allows for busy tones, no answers, pagers, answering machines and faxes to be detected and dealt with based on re-dialling rules. Key Features: Predictive, progressive, preview and power dialing modes. Ability to optimize Predictive dialling based on time factor, application stage as well as algorithmic. Flexible list management with the ability to add, remove and amend leads while a campaign is active. Scheduled callback capability, either to a single agent or group of agents. Call Blending of inbound and outbound calls to the same agent group. Compliance with US and European regulations for outbound calling. Complete administration of the solution by the business user, allowing real-time adaptation to changing trends and …

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Predictive Dialers – Maximizing Human Interaction

Predictive dialers are many steps removed from their predessors,
the automatic dialers of the past. Whereas automatic dialing
allowed callcenter agencies to dial numbers quickly and
efficiently, predictive dialing also processes and makes use of
a whole range of information, linking callers to live voices
every single time. In fact, with predictive dialing, agents’
‘talk time’ has increased from an average of twenty minutes per
hour to fifty minutes per hour. This is a fabulous rate of
improvement – instead of wasting more than half of their time on
listening to busy signals and answering machine messages, agents
now spend the majority of their time engaged in producting
interaction. The dialer also manages the line to agent ratio by
pacing the call rate at the desired level. In this way, quotas
are met, and agents are neither idle nor overwhelmed. In other
words, because the hardware and software does its job, agents
are able to spend much more time doing theirs. And of course,
increased contact time means that the center’s goals are reached
much more quickly.

In many ways, it is still true that the real value of a call
center depends on its ‘human capital’ – the agents who interact
with clients and potential clients. The more the center’s human
capital is brought to the forefront, the more everyone benefits.
The aim of technology, therefore, is to maximize the time that
agents are able to spend doing what only they can do –
conversing, communicating, interacting. Predictive dialing and
other call center technology represents a perfect symbiosis
between person and machine.

A predictive dialing system is able to keep track of which
agents are available, while monitoring the responses to the
outgoing calls that it makes. Numbers that are busy,
disconnected, fax lines, or calls that are answered by machines
or voicemail systems are not connected to an agent. Only the
calls that are answered by a live voice are put through to an
agent, which means that the agent spends almost all of his or
her time on the line with a live person. Facilitating and
maximizing talk time is the goal of every call center.

The hidden benefit in all this is the fact that the agent is
much less likely to get bored or disheartened. Human contact is
important to everybody, and particularly to those who select
careers that highlight communication. Many of the agents who
choose to work in call centers are there precisely because they
are attracted to the work due to the fact that they have
excellent communication skills and enjoy interacting with
people. An endless stream of answering machines or busy signals
is bound to frustrate them. When they are able to spend fifty
minutes out of each hour actually interacting with clients,
however, the agents find that time goes by much faster and their
workday is more varied and interesting. Furthermore, they know
that their skills are valued, and that their company supports
them by investing in the appropriate technology.

Predictive dialing technology is improving all the time. One
problem that we occasionally still encounter is a short lag
between the time the outgoing call is answered and the time the
agent gets on the line. Generally, this is only a matter of a
few seconds, and some systems play a short recorded message
during this time. Nevertheless, any sort of lag time increases
the possibility that the potential client will become confused,
and that part of the agent’s talk time will be spent sorting out
the confusion. There is also the chance that the client may hang
up. Therefore, measures are being taken to speed up voice
connects and minimize this lag time to the point where it may
become imperceptible.

Predictive dialing has revolutionized call centers, and has the
potential to continue doing so. Calls are made much more
efficiently, employees are happier, and the goals of the call
center are likely to be me much faster. Now that this technology
is readily available (and improving all the time) it would be
almost unthinkable for any sizable call center not to invest in
predictive dialers.

More Predictive Dialer Articles

Vioteck’s Hosted Dialer Solution Demonstration. If you need a hosted dialer for your business, no matter how big or how small, we can take care of your needs. More Sales, Less Time. Visit www.hosteddialer.info for more information.

www.MajorLeagueVideo.com and http You have beautiful infomercial (or you are about to create an infomercial), but you realize there are other costs, including a call center. But do you need a call center? Check out the video, then www.MajorLeagueVideo.com and http

Denver, CO — November 6, 2007

Colorado Call Center Management Corporation (CCCM), a call center and business efficiency consulting firm is announcing a New Scorecard Software that will increase the efficiency of your contact center and save you 10-20% in center labor costs.    

Colorado Call Center Management, having been in the industry for over 6 years, has seen the increased need for more tracking and efficiency solutions and software. The increased tracking solutions gives clients of CCCM the ability to add more KPI’s and track their increases or decreases in productivity and recognize the noticeable achievements within your center.

“When you have a company or a call center working to improve overall efficiencies or productivity in a certain business model or situation, you must have the tools and scorecards they need to accurately measure productivity before it affects the bottom line. These strategic programs give executives and managers to visually see their impact either way,” says Edward Basquez, CEO & Consultant of CCCM. Edward Basquez has made a positive impact on hundreds of companies in international presence recently including Japan, and assisted with the call center launch for the VMCC in the State of Virginia. Ed’s Scorecard implementation for AT&T Broadband was a tremendous success saving the 700 call center over 100 seats with his implementation.

Edward Basquez CEO, Colorado Call Center Management Corporation has been a featured presenter at the past 2 ICCM conferences (Incoming Call Center Management) Bellagio Hotel, Las Vegas Nevada, Chicago, and more. With new programs to increase efficiency tracking, CCCM can further leverage the tools and tactics they utilize inside the walls of businesses and call centers.

CCCM’s new programs are implemented immediately internationally. Please contact a consultant for more details.

About Call Center Management Corporation:

CCCM Corporation was started to help call centers worldwide better themselves through consulting services. CCCM focuses on performance scorecards, efficiency analyzing, process integration, setting up strategic framework with relevant process flow and Gant charts. Call centers acquire advice to save them redundant overhead and increase their performance by at least 20%. CCCM Corporation is also acknowledged for its pay-for-performance incentive programs.

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Related Call Center Press Releases

Burlington, MA — June 22, 2010

OnState Communications, a provider of cloud-based virtual call center and virtual PBX solutions, today announced the company has released the Spring ’10 version of its SaaS solution. Included in the new release are features that provide call center administrators greater visibility and control, and give call center agents greater flexibility and choice. Key features available in the Spring ’10 release include visual analytics and other management and reporting enhancements, new network-based call recording functionality, plus a number of agent productivity improvements.

Administrator Insight

Graphical elements have been added to OnState management dashboards to make it even easier for administrators and supervisors to observe agent performance and call center productivity. New color-coded performance Gantt charts let managers monitor agent activity and gauge call center responsiveness at-a-glance. Visual analytics help managers assess service levels and evaluate agent performance more quickly and easily so they can ensure the call center is operating in an optimal fashion and maintaining the highest levels of customer satisfaction.

Enhanced Supervisor Reporting and Control Capabilities

OnState real-time and historical reports have been enhanced to give administrators and supervisors even greater visibility into call center performance and agent productivity. Summary and detail level reports include additional information to help managers better evaluate staffing levels and service quality. New control features help managers maintain productivity and performance by overriding an agent’s state. For example, an administrator can log off a home-based agent who forgot to sign off at the end of his shift or log in an on-duty agent who has been on break for too long.

Network Recording on All Device Types

Calls using any device type–including landlines, mobile phones, SIP phones, and Internet phones like Skype and GTalk–can now be recorded in the network and stored using a variety of cloud-based, cost-effective options like Amazon, Salesforce or Google. If desired for security or compliance reasons, calls can also be stored on a server housed within a customer’s data center. Regardless of location, OnState customers can now enjoy the convenience, security and reliability of a network recording service that preserves critical customer recordings for quality control or compliance purposes.

Agent Convenience and Usability Enhancements

OnState’s Spring ’10 release gives call center agents more flexibility and choice in devices and communication and collaboration clients. Agents can now use multiple endpoints – POTS phone, PBX phone, mobile handsets, SIP endpoints, Skype, GoogleTalk – with configurable call-handling rules. For example, a field-based sales rep may choose to use a PBX phone when in the office, a mobile phone while on the road, and a POTS phone when working from home.

Pat Kelly, CEO of OnState, said, “OnState believes business communications should be about people, not phones. We optimize customer service and agent productivity by connecting customers to the right person, at the right time, regardless of network or device. The Spring ’10 release extends productivity and service quality even further by improving administrator insight and giving agents the flexibility and freedom they need to provide the best possible customer service.”

In conjunction with the Spring ’10 release, OnState is also announcing a native force.com version of its virtual call center and virtual PBX solutions. OnState customers using Salesforce.com professional or enterprise edition can now run virtual call centers and virtual PBXs within Salesforce.com by using OnState’s native application.

About OnState

OnState provides real-time on-demand virtual call center solutions that are highly-functional and scalable. Using the company’s patented business presence technology, OnState’s solutions ensure that customers are connected with the proper employee on the first try, independent of location or device — including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems (NASDAQ:CSCO), OnState’s mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, call: +1 617-934-0381 or visit OnState on the web at http://www.onstate.com/about-us.

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More Virtual Call Center Press Releases