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Join us on a virtual tour of Avaya’s booth at VoiceCon 2010 and learn about Avaya Contact Center 7.0 with Scott Hanwell. Learn more at www.avaya.com
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www.phonebroadcastclub.com Terry Anderson: 804-379-8329 Voice Broadcast Systems Broker
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Five Advantages to a Virtual Call Center

You may have already heard of the option of paying for a virtual call center.  Yes, it is an extra expense, and no one likes the idea of paying for something they don’t need.  However, you have to ask yourself: can you really afford not to look into this when customer service is so important nowadays?  Here are five advantages to ordering a virtual call center, that not only help save you money, but could also help increase your income.

1. A Virtual Call Center is Cheaper than Cheap Labor

Just think of how much it takes to hire a staff of receptionists—or even one receptionist!  We’re talking 0,000 a year easily.  Even half of that amount might be more than you can afford.  When you work with a virtual answering service, you are not paying a person’s salary—the company does that.  No, you are paying for the calls that are actually made.  Your total expenses will be a fraction of a full yearly salary.

2. A Virtual Call Center is Always Available

A remote call service is always available with an agent ready to take calls—and that includes weekends, nights and holidays.  When you order this type of service you are not just paying for one person’s help.  You are buying an entire company’s assistance, and they can guarantee a professionally trained operator at a moment’s notice.

3. A Virtual Call Center is Friendly

Personal answering machine messages, not matter how “personal”, just cannot compare with the human touch.  Your customers want to know that they are appreciated and “worth” a human being’s conversation.  Having a voice mail message is almost inconsiderate in modern times. 

4. A Virtual Call Center Lets You Customize Everything

Working with a remote call center lets you customize everything the operator will say, from answers to common questions, to greetings to even a call holding message.  Your customers won’t be able to tell they are dealing with a remote service.  For all they know, this operator is right there in your office!

5. A Virtual Call Center Can Instantly Deliver an Important Message

Last but not least, consider the advantage of message screening.  You can choose whether to deliver important messages to you via email, voice mail, text messaging or direct transfer.  You can use this for screening calls or just to respond to each message personally.

It’s like having your own personal secretary—at a fraction of an employee’s price! 

Learn how to set up Ifbyphone’s Call Distributor to establish a virtual call center for your small business.
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Icmi San Diego Hosts Contact Center Agents Training Program

Attention call center professionals!! Here comes the interesting news that you may not be aware of. Do you want to hone your professional skills? It can be a real fact that it is not possible for you to make multiple trips due to tremendous workload. Well, if you’re feeling these situations narrate that of your situation as well, then you are probably at the right place.

Making a lot easier for the call center professionals to keep themselves informed and updated, here comes the April 20-23 training sessions organized at the ICMI San Diego Symposium, CA. All those professionals at work who are looking out for ways to get themselves updated about their own practices concerning diverse areas; now have a choice of becoming a part of the April Symposium.

According to the organizers of the ICMI San Diego Symposium, it will be one platform that will offer a unique opportunity for the people engaged in the customer care industry. The multiple training classes scheduled to take place at the symposium will help professionals to step up their own industry learning.

About the ICMI’s San Diego Symposi:

The April (20-23) Symposi is directed by the reputed International Customer Management Institute (ICMI). The San Diego Symposium will be offering inclusive packages incorporating multiple networking facilities and intensive training.

As per the attendees are concerned, the Symposi will bring them a complete package with a bit of mix and match included. In total, there will be 7 training course alternatives. All 7 will be ranging from 1 to 4 days in terms of duration.

Choices available for call center professionals:

The popular offerings at the ICMI include- Essential Skills and Knowledge for Effective Contact Center Management, the Workforce Management Boot Camp and the Monitoring and Coaching for Improved Contact Center Performance.

The Director speaks:

Linda Riggs, the Director of the Training and Certification for ICMI says that it is a vital need for the call center professionals to opt for an in depth training, which is cost effective and won’t be taking them away from their own center for an extensive period of time.

She also added that most call center executives these days are found to wear a number of hats working for their own organization. Therefore, it stands crucial for the agents to train themselves, thereby improving upon their own productivity ensuring quality output.

When speaking about the symposium, Linda said that the Symposi stands valuable in all respect. Throughout the 4 days, you will be receiving comprehensive training covering diverse areas including multiple networking opportunities bringing value at your work.

There will be a lot of on-site networking activities followed by the panel discussions and evening receptions. The “Lunch and Learn” session of this event will be lead by an ICMY industry expert. The ICMI’s signature “Queue Tips Breakfast” and the peer to peer sharing will be focuses on a variety of industry topics.

About ICMI

The International Customer Management Institute (ICMI) is ranked amongst the leading global service provider of comprehensive resources for the customer management executives-including agents to the top level staff- who wishes to improve the customer experiences, thereby increasing their efficiencies at every level of a contact center.

Our company mascots, Lucky & Ronak, are learning how to share… but sometimes it doesn’t go so well! Ronak is a 4 month old English Chocolate Lab pup and Lucky is a 3 year old Jack Russell Terrier. 🙂
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Denver, Colo. — September 30, 2009

– TouchStar Hosted experienced significant growth over the past two years. As a result of the continued increase in demand for hosted call center solutions, the hosted and on-premise divisions have been separated. TouchStar Software’s on-premise division has been acquired by Noble Systems, a call center solutions provider, while the former TouchStar Hosted division will continue as TelStar® Hosted Solutions.

TelStar Hosted Solutions will operate independently and continue to provide the industry leading Noble® DataTel and Noble® TouchStar hosted call center solutions through a license agreement with Noble Systems. With over 200% growth in the past 24 months and record sales for 2009, TelStar is uniquely positioned to service both the SMB and Enterprise hosted call center markets.

“Building a hosted business takes time and growth is usually slow and incremental. When the premise and hosted businesses were separated in early 2008, we never expected the hosted group to become so profitable, so fast,” said Chris Rieple, TelStar’s division president. “What started with a few servers three years ago has developed into a world class hosted call center solution spanning three co-location facilities servicing hundreds of customers and thousands of agents worldwide. The division is poised for significant growth this next year.”

Connie Anderson, TelStar’s director of sales and customer service comments, “This is a very exciting time for TelStar. With the significant increase in the demand for hosted call center solutions and with the multiple product offerings, we’ve been able to capitalize on the demand by servicing a broader spectrum of the market than our single solution competitors. TelStar offers very stable and feature rich solutions with an aggressive sales force supported by strong technical and customer support operations.”                

Significant investment was made into Telstar’s system infrastructure in the first quarter of 2009 effectively doubling available capacity and the division expanded into its third co-location facility in February. Leveraging carrier class hardware in Tier III co-location facilities has enabled TelStar to meet the demand of customers with the highest security and uptime requirements.

Jason Schlinsog, TelStar’s director of support comments, “While staying ahead of the growth has its challenges we anticipated the need for a major increase in our capacity last year. It was a bit of a gamble to grow the infrastructure as much as we did but it paid off. Our utilization is high and we’re adding new infrastructure almost weekly.”

About TelStar

TelStar® provides world class hosted call center software offering industry leading SaaS deployment options. TelStar serves hundreds of global businesses and call centers from its headquarters in Denver and regional offices around the world. TelStar’s® unified communications products include: SMB and Enterprise hosted call center software, hosted VoIP telecommunications systems, hosted predictive dialers, hosted automated voice messaging, hosted advanced ACD & IVR, hosted recording, and hosted call compliance management. For more information, please visit www.telstarhosted.com or call 877.483.5782.

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Related Hosted Call Center Press Releases

Know More About Hosted Contact Center VoIP Solutions

In this contemporary world, business and corporate houses are searching for various ways to increase their competitiveness in terms of lowering down the calling costs and improving the organizational proposition. As a matter of fact, the traditional telephone networks are designed to carry low-fidelity signals with a high level of reliability. Though they are very reliable for the audio communication, but are not suited to provide services for digital communication applications. Thanks to the new technology called VoIP- Voice over Internet Protocol for initiating ‘unified’ communication.

The voice over internet protocol allows the users to send & receive voice, data and images over a single IP network. Apart from this, the main attraction of hosted business VoIP services is its calling price. The calling price over this technique is minimal as packet switching technique is used in them. The VoIP solutions use packet-switched networks to facilitate non-real-time data using much less bandwidth. The advantages of internet telephony solutions include flexibility, efficiency, and scalability.

1.Flexibility: The hosted business VoIP services provides flexibility. As a matter of fact, these services can be used in a variety of configurations to suit a number of users, client/server application requirements and desired bandwidth.
2.Efficiency: The bandwidth is consumed when needed. Unlike traditional PSTN services, the service providers cover same network for carrying voice and data networks i.e. voice, video, fax, and data traffic. Furthermore, this increases the efficiency of the bandwidth, as many terminals on the same connection are shared with the network.
3.Scalability: In the hosted VoIP solutions, one can easily extend or add the telephone lines as per the demand of the organization.

These advantages help the users to save money and improve the organizational productivity. As per the statistics, more than 25 million small & medium businesses or SMBs are making use of VoIP services.

To improve the sales and market shares, contact centers have refined their marketing strategies. Considering this fact, VoIP contact center solutions have widened their scope in various sectors including telemarketing, e-mailing, instant messaging and online communication. With the application of hosted contact center VoIP solutions, the users or clients of business and corporate houses are able to grow instantly without spending much on the infrastructural enhancements. Moreover, with these services, the users enjoy freedom to locate and relocate anywhere across the globe.

To conclude, the business users or clients can enjoy the benefits of technical assistance or customer services at any time of the day, as and when required. Hence, it can be stated that hosted business VoIP solutions allow the users to enjoy long distance and international calling at discounted rates.

Recientemente, Desca y Aspect anunciaron una alianza estratégica cuyo objetivo es el de fortalecer la oferta de Contact Centers de Desca en los países de América Latina en los que tiene presencia, como es el caso de México, Argentina, Colombia, entre otros países. En esta entrevista, Humberto Terán y Antonio Baez nos presentan mayores detalles de este acuerdo y sus alcances.
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Newburyport, Mass. — July 6, 2009

OnState Communications, the leading provider of on-demand virtual call center and PBX business communications systems, today announced that its cloud-based call center and PBX solutions fully support Google Voice, the new voice communications management tool from Google. This support combines with existing Google Talk and Google Apps support as part of OnState’s virtual call center and PBX solutions, and allows Google users to retain all of the inherent product features while building upon them to improve customer-facing communications.

“With this new support, OnState allows you to turn Google Voice into a full-featured PBX or call center for a fraction of normal industry prices,” said Pat Kelly, CEO of OnState. “And while using Google Voice you can reap the benefits inherent to OnState, including multi-modal capabilities, business- and skills-based routing, seamless application integration, reporting and analytics, and our business presence capabilities.”

OnState adds to its product a business abstraction layer called business presence™. This information tracks the availability and activity of workers wherever they are – in the office, working from home, or travelling – and intelligently connects customers to employees based on worker availability, capability, or any other company-defined criteria. OnState combines its business presence knowledge with Google Voice, Google Talk, Google Apps, Skype, Salesforce, SIP, PBXs, and traditional desk and mobile phones to help companies optimize interactive communications amongst employees and customers, independent of device, network, or medium. Businesses can add Google Voice, Google Talk, and even video chat to customer-facing communications, websites, and applications with OnState, and use business presence to direct inbound inquiries to employees that can best serve the query based, independent of employee location or available in-use applications like PBX phones, Google Talk, Google Voice, PC phones, or mobile phones.

Google Voice is designed to facilitate personal communications, but is not well suited for customer-facing applications that allow a company to establish conversations based on business logic and job functions. Business presence layered on top of Google Voice and Google Talk helps companies extend the application to improve customer satisfaction and enhance worker productivity by connecting customers on the first attempt to the person who can best serve them. By allowing office workers, telecommuters, and mobile workers to leverage Google Voice and Google Talk, OnState delivers rich call center features to ordinary employees and everyday business functions at a fraction of the price of conventional premise-based solutions.

For more information on OnState’s Google call center and PBX solutions, visit http://www.on-state.com/google-solutions.html.

About OnState

OnState provides real-time virtual call center and virtual PBX business communications solutions that are simple and low-cost–and highly-functional and scalable. Founded by telecom pioneers who launched GeoTel Communications (acquired by Cisco Systems), OnState’s mission is to reduce business communication costs dramatically, replacing traditional hardware-based architectures with software-only, on-demand solutions. OnState’s solutions include Virtual PBX, Virtual Call Center, Quality Assurance, Outbound Calling and On-Line Business Chat, using integrations with Salesforce.com® and Google Apps®. For more information call: +1 617-934-0381 or toll-free 866-532-5036.

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Predictive Dialers ? Maximum Human Interaction in Minimum Time

It is completely an undeniable fact that the real value of any call centre is with its ‘human capital’ that is their agents who interact with the clients and the potential clients. In other words it could be said that the real value of a call centre is directly proportional to the size of the human capital that is more the human capital is brought to the forefront the more everyone benefits. And to achieve this target technology has gifted us with Predictive dialers that aims to maximize the time that the agents are able to spend doing what only they can do – conversing, communicating, interacting.

Predictive dialers has increased the ‘talk time’ of agents from an average of twenty minutes per hour to fifty minutes per hour which is considered as one of the biggest improvement over those busy signals and answering machine messages. Agents now spend the majority of their precious time engaged in producing interaction thus enjoying the hidden benefit of not getting bored that would have aroused due endless stream of answering machines or busy signals.

Those who have good communication skills and enjoy interacting with people particularly selects call centre jobs and they enjoy and find their workday is more varied and interesting when they are able to spend fifty minutes out of each hour actually interacting with clients. So you can realize how important and useful is dialer in a call centre that does not let go waste the energy and effort of an agent. Maintaining a perfect symbiosis relationship between person and machine predictive dialer helps the agent make maximum contact with their clients. Predictive dialer increases the work efficiency of the agents by avoiding those numbers that are busy, disconnected, fax lines, or calls that are answered by machines or voicemail systems. They only deals with those calls that are answered by a live voice which means that agents spend almost all of their time on the line with a live person.

In short it could be said that predictive dialer aims at facilitating and maximizing talk time in every call center thus keeping the agent always engaged in their work. Besides this the predictive dialing system also keeps the track of agents that are available while observing the responses to the outgoing calls that it makes. The combined work of the hardware and the software in the predictive dialer enables the agent to spend more time in juggling their works efficiently thus making the maximum in minimum time. In fact it can be said that predictive dialing has revolutionized any sizeable call centers to achieve their goal of satisfying their customers. Attention is paid to speed up voice connects. Attention is also given to minimize the lag time that is occasionally still encountered to the point where it may become faint. Though it is a matter of few seconds but it creates confusion among the potential clients

WI: Denny Lauer, USW Local 2-1279, phone banks using one of five predictive dialers in the USW District 2 office. (Video credit: Casie Yoder)
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