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Outbound Call Centers and Direct Marketing Campaigns

Today’s call center is a channel of communication that strings caller and business together. An outbound call center is one in which call center agents make outbound calls to potential customers on behalf of a business or client with the intention of selling products or services to the individual. Calls made from the outbound center can include telemarketing, sales or fund-rising calls as well as calls for contact list updating, customer retention campaigns,  sending messages or reminders, surveys or verification services.

The use of outbound call center is undergoing enormous growth due to importance attached by companies to customer care, telemarketing for product offerings, growth of direct marketing etc. Telemarketing is growing and information lines are forming part of many product service offerings. The growth of direct marketing has also contributed to the popularity of outbound call centers as a means of reaching targeted customer bases.

Today, outbound calling is an important part of modern sales and marketing. It is critical for any lead generation campaign. No doubt telephone is the most effective communication means for targeting your prospects in no time. Telemarketing is one of the important features of outbound call centers. The staffs are trained in customer service and techniques to sell your product/services and professionally conduct your campaign.

Outbound telemarketing can be used by itself or with other methods of direct marketing such as direct mail follow-up or e-mail follow-up. It delivers your message directly to your prospect and allows for immediate interaction. No other medium can provide this instant marketing feedback. Telemarketing services is the calling area of a direct marketing campaign and can fit in with any call to action, up sell or cross sell. It can allow companies to not only learn more about and from their customer base, but it can also provide direct access into their customer’s lives and homes.

With ever-rising competition, it has become all the more important to reach out to your customers.  Direct marketing campaigns plays a critical role in the success of a company and the launch of a new product or service. Most companies rely on some form of direct marketing to acquire new customers and generate additional revenue from existing customers.

 The challenges faced by marketing departments of outbound call centers are not significantly different from that of past. As always, the main goals are to convert more prospects into customers and retain and increase revenues from existing customers. But what has changed really is the complexity of the marketing landscape. Due to the rise of personalization and segmentation, customers expect to receive highly targeted communications. The number of channels through which to reach customers has expanded which includes e-mail and the Web. That’s why today’s customer often use more than one channel to find information and purchase products and services.

The four basic elements of outbound campaign includes-

Make a list or database of customers or prospects you plan to communicate via telephone, e-mail, the internet etc. This database is the least expensive and most important element of your direct marketing campaign.

The message or information, which you are going to provide to your prospects play a major part in your program’s success or failure. It should be well-written keeping your customers in view.

Dialogue used to communicate your message and persuade the target to respond favorably or cooperate plays a very important role.

There is no substitute for experience. A good service representative knows how to handle objections, probe for need and close the deal.

 Outbound call centers are the proven tools in preserving and growing sales as well as providing as essential pipeline of market intelligence.

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Contact Center Industry Terms as Defined by an Oracle Certified Partner

If you are a newcomer to the contact center industry, you may have heard of Promero and the key product they are marketing called the Oracle Contact Center Anywhere call center solution. But as a newcomer to this fusion of IT and call center functions, you need to know a little bit more about the terms industry mainstays seem to take for granted because they use them daily.

When an agent is busy with so many calls from customers (called inbound or incoming calls), this may leave some customers frustrated because they cannot reach the agent fast enough to suit their needs. This results in the so-called Abandoned Call or Lost Call (meaning simply the customer opted to hang up than wait around.)

The agent is also referred to by other names, like specialist, attendant, staff member, customer service professional, team member, account executive, technician, operator, engineer, consultant, associate, rep, telephone sales representative, service representative, and customer service representative. They all refer to the contact center agent or call center agent who is responsible either for accepting incoming calls; or for making outgoing or telemarketing calls (also dubbed the Outbound calls.)

The worst thing that can happen to a call center is if it has an All Trunks Busy situation, wherein every one of the trunks in their system or network is clogged with calls. This means that inevitably some callers will encounter busy signals when they try to make incoming calls to the call center. And when callers encounter busy signals consistently, the frequency of Abandoned Calls or Lost Calls will go up as well since customers will not hang around to wait for the trunk or the line to clear so their call will be patched through.

This is where Average Time to Abandonment comes in – this term refers to how long on average your caller will stay waiting in queue before choosing to abandon the call altogether. In an ideal call center solution, Average Time to Abandonment will be rather high which means that the caller will agree to wait a longer period of time until an agent picks up the call to address the concern. But in reality, many call centers experience short Average Time to Abandonment, meaning clients will call, wait a short time then hang up. A short Average Time to Abandonment will mean more Lost Calls representing Los Business.

Any of the call center software packages you might choose from will all have a specific Architecture. Architecture simply means the basic design or way by which the software was created so that its different components can work together in cohesion. A good call center solution architecture would be one that can factor in the aspects of system capacity, the ability to upgrade the system, and capacity for integration with other systems as well.

One virtual call center solution you may want to try out for your call center system is the Oracle Contact Center Anywhere call center solution.

St. George, UT — September 1, 2010

TCN, Inc. today released next-generation call center technology: the TCN SoftPhone. Now TCN clients can utilize on demand TCN’s full Virtual Call Center suite of products to contact customers – without having to purchase a single phone or to engage a telco provider.

Client call center agents need only plug headsets into their work station computers and TCN’s SoftPhone functions as the entire telephone system through which agents can take inbound calls and place outbound calls via TCN’s Predictive Dialer or Interactive Voice Messaging components.

TCN’s SoftPhone features advanced reporting tools that provide managers with per-agent reporting in real time. Managers can place their mouse over the top of each agent’s icon to see that agent’s status and how long she has been in that status. Managers can also see how many hold calls are in queue, as well as immediate statistics for waiting, talking, and wrap-up time averages.

Managers can select to view all of this information based upon customized virtual hunt groups.

Additionally, agents can quickly add phone numbers to the Do Not Call List, and even have the option of placing an expiration date for these new additions to the List. The agent SoftPhone interface presents agents with all the traditional telephone functionalities, like a mute button and speaker and microphone volumes.

“Now, a call center needs only workstation PCs and a T-1 and their agents can be up and running using the latest call-center technology in literally minutes. Capital expenditures are a thing of the past; ease-of-use and on-demand customization are truly here,” explained TCN CEO Terrel Bird.

TCN offers free testing of its Virtual Call Center technology, including these latest innovations, to all takers. Call 888.235.3149, email sales@tcnbroadcasting.com, or visit www.tcnp3.com.

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Outbound Call center

An outbound call center is one in which call center agents make outbound calls to potential customers on behalf of a business or client with the intention of selling products or services to the individual.

Calls made from the outbound center can include telemarketing, sales or fund-rising calls as well as calls for contact list updating, customer retention campaigns, sending messages or reminders, surveys or verification services. Telemarketing is one of the important features of outbound call centers.

The use of outbound call center is undergoing enormous growth due to importance attached by companies to customer care, telemarketing for product offerings, growth of direct marketing etc. Telemarketing is growing and information lines are forming part of many product service offerings. The growth of direct marketing has also contributed to the popularity of outbound call centers as a means of reaching targeted customer bases.

An outbound call center is a highly-fluid and fully-functioning body where many outbound agents do one major task of calling prospective customers, promote the company’s products or services, and do relevant political or public opinion surveys. Other vital functions such as lead generation, sales generation, product promotion, credit and account collection, fund raising, and research or survey campaigns for political or social purposes, can be efficiently handled by an outbound call center.

Outbound Call Centers depends on the technological solutions, extensive experience, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts for its success. The business depends on three basic things training, research and persuasion.

An outbound call center allows its client companies to generate significant levels of telephone transactions through its outbound sales or marketing agents, without the need to worry about other issues such as hiring new workers, instituting additional compensation or giving other regular employee benefits. An outbound call center will provide firms with the best and most efficient outbound sales personnel, without having to personally train them.

Outbound Call Centers allow businesses and organizations to widen their market reach, in a cost-effective and efficient manner. Through the help of expertly-trained outbound call agents, a firm would be able to deliver its message to prospective customers as well as widen its market vase. We all know that how competitive the business environment is today; therefore it surely would be a major advantage if a firm employs the services of an outbound call center, to ensure that they get a clear edge over their competitors.

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Alexandria, VA — June 9, 2008

VIPdesk, a pioneer of premium home-based contact center solutions and concierge services, will be showcasing the company’s award-winning service offerings at the Internet Retailer 2008 Conference and Exhibition, June 9-12, 2008. VIPdesk will be showcasing its expertise in virtual customer support for online retailers from booth # 326 in the Internet Retailer exhibit hall, at McCormick Place West in Chicago.

VIPdesk currently provides phone, email, and chat support to more than 70 brand-name customers, including retailers with an online presence or traditional brick-and-mortar store. The company’s virtual contact center service is a means for retailers to revolutionize their customer service function. VIPdesk clients have seen an increase in key performance indicators such as average order size, customer satisfaction levels and reduced cost per contact, and have been able to turn their call centers into healthy profit centers.

“VIPdesk is excited to be exhibiting at Internet Retailer again this year,” said Mary Naylor, CEO and Founder of VIPdesk. “We always enjoy connecting with our current customers who attend the show, and speaking with potential new customers about how a virtual call center can enhance their specific customer service needs.”

VIPdesk specializes in delivering virtual call center solutions and concierge services to national brand leaders in several industries including retail, travel, auto and financial services. VIPdesk’s high-touch, high-tech branded service platforms deliver results and real return on investment. To find out more about VIPdesk, visit www.vipdesk.com.

About VIPdesk

VIPdesk is the pioneer of premium home-based call centers and Concierge Services. We offer virtual customer care services to global brand leaders in industries including financial services, travel, retail and automotive services. We serve more than 70 blue-chip clients with over 10 million customers and are continually recognized as a progressive industry leader as evidenced through numerous awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Smart CEO Future 50. For more information, visit www.vipdesk.com

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Denver, CO — June 3, 2008

TouchStar, a world class call center technology developer, today announces that its Annual User Group Conference will be held in Vail, Colorado, September 15th through 17th, 2008. At the conference, TouchStar will publicly reveal innovative call center solutions that will continue to change the call center industry.

TouchStar call center technology users will benefit from learning about many new developments. First, TouchStar and NMS will showcase their new highly scalable and reliable enterprise call center software and hardware. Second, TouchStar’s newly announced free call center marketing services will be reviewed in detail. Third, industry specific discussions and presentations will be more interactive than ever to maximize learning opportunities. Fourth, TouchStar will demonstrate new applications that have already been released such as: Best Time to Call, Real Time Data Exchange, and new Web applications. Also, a surprise guest will speak about leadership and customer service in call centers.

Rick Morris, TouchStar’s COO, commented: “Our customers always anticipate the opening comments from our CEO, Steve Bederman. This year is going to be very interesting because Steve will make two exciting, even surprising, announcements. Steve is a visionary. Everyone in the communications industry is going to be interested in hearing what he says. Of course, Steve will also do it in his uniquely passionate and direct way.”

TouchStar will showcase its new 2008 Enterprise Call Center software that is integrated with NMS Communication’s carrier class hardware. TouchStar clients now have world class reliability and scalability for thousands of call center workers anywhere in the world. NMS’ high-performance development platforms for converged PSTN and IP telephony and video solutions are used around the world as the foundation for a wide range of revenue-generating voice, video, and data applications.

“TouchStar’s growth continues to accellerate; we are helping our clients achieve greater success along with us. This year we began providing free marketing services to our clients to help them grow. At the user group, we will demonstrate the results of our efforts and work along with our clients to improve our free marketing services,” said Brian Smits, TouchStar’s Global Director of Marketing.

Vail provides TouchStar call center technology users with more social and active events than ever before. Outside of the training periods, activities will include: a golf tournament, spa services, shopping, hiking, fly fishing, horseback riding, and other mountain activities. Social events will be held in multiple locations in Vail Village during the event.

For more information about the TouchStar 2008 User Group in Vail, please call 303.338.0678, email (pr @ touchstar.com), or visit www.touchstar.com.

About TouchStar

TouchStar is a rapidly growing developer of world class call center technology and unified communications with on-site and hosted deployment options. TouchStar serves over 2,500 businesses from its headquarters in Denver, Colorado, and eight global offices. TouchStar has been named as one of the Denver Business Journal’s “Fastest Growing Large Private Companies in Colorado” for five years in a row. TouchStar acquired three competing companies in the last three years. TouchStar’s unified communications products include: call center software, VoIP and PSTN telecommunications hardware, predictive dialers, automated voice messaging, scripting, recording, compliance management, IP PBX phone system, hosted call center software, and its new Best Time to Call application. For more information, please call 303.338.0678, email (pr @ touchstar.com), or visit touchstar.com.

Contact:

Brian Smits

Global Director of Marketing

TouchStar

303.338.0678 x204

(pr @ touchstar.com)

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