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Learning The Benefits Of Having Virtual Call Center

Virtual call center refers to those customer support units where the agents primarily function from a geographically dispersed location. Rather than operating from a permanent organization, the employees of a virtual center can be situated in few groups.The virtual call centers offer a range of benefits. This article highlights on these benefits.

The very first advantage of using the solution of a virtual center is that the representatives need not be concentrated to one geographical location only. Rather, it can run diverse facilities functioning from different places or geographical location. It means that though the main center may be located in Philippines or in USA, the virtual call center technology will enable the company to have a center in India or may be in China. As deemed essential by your own company, the centers can be located anywhere in the world.

Virtual customer support proves to be effective for those companies that require having dispersed operations all over the world. The second benefit that these call centers offer you is in the form of software technology. The software as used in these virtual set ups is said to offer excellent return on the investment for a company.

With the use of the software, companies will be able to offer excellent return on investment for a call centre firm. By using such software, companies will be able to heighten the agent productivity. Now the agent productivity will be leading to the thriving contact center functions. In this process, your agents will be able to gain the ability for seamless switching between the inbound call and the outbound calls or vice versa.

The third benefit is the technology used in the virtual software. Such technology used in a virtual center will be enabling the remote call centre agents to operate on the same level as the real time users.

The software used in such customer care units form to be adaptable for the use in any size of a support center. So if you have a unit in Philippine with more than 10 agents working for you and another unit in Malaysia with 100 working agents this software can well be scaled up and scaled down as required by your own enterprise.

The reliability of the software used in a contact center is next in row that forms to be of a great advantage in offering the right virtual contact center solution. They prove to be reliable enough to function as an essential back up in terms to disaster recovery back up systems. It guarantees that the system will remain functional offering the diverse aspects of the contact center system.

Today, the call centre technology has advanced so much that it helps the supervisors to guide and also to monitor the agents even when operating from the remote locations. It means that a supervisor based in India and an agent based in Philippines will be able to get help in the real time.

With a variety of advantages that virtual call center brings forth, companies will be able to improve upon the customer relationship management system. Moreover, agents will be able to meet more and more needs.

Something about the VOIP Service

To set up a virtual call center we will need a contact center solution. Contact center solution comes in varied size reckoning on the size and the type of the business organization you are trying to set up. Virtual call centers are well equipped call centers to render the superior facility to their client, for which they need the help of contact center solution.

Not only this with the assistance of contact center solution and virtual call center you can also reduce the expense and the capital investment that are acquired behind training and electing the recruits, not only this, but you can even cut the work load of your recruits or employee, as a result of that you can raise the output of your virtual call center (contact center) and maintain your clients for longer period of time and satisfy your client.

What are the things that you can do with the help of the virtual call center and contact center solution?

*  Lessen telecommunication and administration cost

*  Increase sales revenue

*  Increase customer satisfaction

*  Raise agent efficiency

Further let us know bit more about the virtual call center and contact center solution. It is the foremost gift of all time presented to the world by the technology. It can be consider as a hub for the rising business and even it should be consider as a base of new emerging business and more over it supplies more chances of growth of the business, as virtual call center and contact center solution has no edges.

The key component of the virtual call center and contact center solution is that it can be setup at whichever point you wish and even you can give full freedom to your recruits in their work time.

To be the best virtual call center not just we need a best contact center solution, but moreover we need a best amenities in our virtual call center that can be;

Computer telephony integration, Interactive voice response, Voice over internet protocol, at home agents, Quality monitoring, Voice mail, Web integration, Customer database, automatic call distribution

Further let us discuss some of the features in detail

Computer telephony integration: It is a technology that allows the conversation on phone and on a computer. More over you can also consider it as a technology used for assimilation and managing phones and computers.  

Voice over internet protocol: VoIP services convert your voice into a digital signal that runs over the Internet. This is software that allows people to make phone calls over the Internet. Using your PC or special hardware to use broadband to make phone calls. The voice is transformed to data and then transmitted to the person you want to talk to, at their end it is transformed back to voice. The benefit of this idea is that it can be a lot cheaper to make calls.

At home agents: If you can include things like at-home agents into your workforce, you can expect lower call center costs, better employee satisfaction, output and maintenance, and your customers will relish a better call center experience. This flexible workforce arrangement, your customer will enjoy a excellent call center experience.

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Eight Important Features That a Good Call Center Software Must Have

The proliferation of call centers and their growing popularity has led to a huge demand for call center software and such software is essential for every call center who wants to increase and maintain their proficiency and productivity.

They allow one to manage interactions, reduce hold time, route calls immediately to ideal agents, provide detailed call reports and assist in customer communication. However, not all call center software is up to the mark. Here are some features which are a must in any outbound or inbound call center software.

1) Easy to understand navigable lay-out:
Keeping in mind the requirements of call centers, various General User Interface (GUI) based software units are being developed to provide a unique platform for the user to carry on interactions with their callers without any interference. Moreover, GUI can also be used for the task of gathering and producing information.

Remember, whichever GUI software you prefer for your call center it must be clear and easy to read. It must help the users to easily understand its functionality. The GUI software should be such that a user must be able to navigate his way through the numerous processes without getting lost.

2) Callback function to keep the caller happy
With call center software it is important to have call back function as it allows the caller, whose call is not processed at the time of call, to instruct the system to establish the connection whenever the line is available. This is done by the system by retaining both the called and calling numbers, redialing the called number periodically and alerting the caller when the connection has been made. This way, the caller will not be disappointed.

3) Built in real time statistics
In any contact centers, there are numerous data that need to be kept track off and the most challenging part is to use the data effectively. Call center software has built-in real time statistics that make it easy to establish communication with agents and executives instantly. Real time statistics built right into the software, helps the users to see and process the displayed data and make the correct decisions in real time.

4) Manage time with built-in IVR
A built-in Interactive Voice Response (IVR) system greets caller and prompts them to enter enquiries over their telephone keypad. It helps in providing the caller with a lot of information without burdening the call center agent and by reducing the time spent by the agent providing repetitive and standard details. It therefore helps by increasing the efficiency call agents. IVR is a must have software for any call center as it helps a call center agent to spend their time in a more productive way.

5) Improve communication with pop-up screens
For incoming call software, a pop-up window is an essential. With a pop-up window, the call center agent will be able to see the caller’s name, address, time of call, and other pertinent information on his/her screen. This feature helps in maintaining a database with various details about the caller and so it becomes easy to establish a good call agent and caller relationship.

6) Handling computer calls
With various call center software, there are call routing solutions to help call agents handle calls more effectively. In the longer term, efficiently routing and handling customer phone calls, chats, e-mail, and other media boosts the call center’s productivity. With call routing software, one gets valuable information related to a caller, like the time of call, duration of call, geographical location etc. This information helps to direct the caller to the agent who can help the caller best.

7) Quality monitoring capabilityAs quality assurance is important for the success of any call center software, it is important for the call center software to be equipped with the capacity for real time monitoring. It will allow the supervisor to keep track of past records of the interactions between the call center agents and the callers to check on the performance quality of the agents.

8) Customisable elements
The best way to judge the quality of any call center software is to review its customisable, flexible and scalable features. The more flexible is the software, the more it will suit the changing requirements of the call center company. With a feature enriched and easy-to-use call center software solution; there will be an increasing number of callers being handled which will ultimately improve the productivity of a call center.

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World?s First Open Source Enterprise P2p Call Center Software

World’s first open source Enterprise P2P Call center software

More world firsts:

– Combination of power of Web, P2P, & Telephony.
– Completely Mashable platform that can be easily extended for integration with other 3rd party systems.
– World’s first predictive dialer for lowest call drop and wait time.
– Very low bandwidth and infrastructure costs.

VMukti 1.1 a complete call center solution which supports both Inbound and Outbound Call Centers. Built with an open architecture and supporting common standards (ITU, IETF standards) it eliminates the need for proprietary hardware and software.

VMukti 1.1 has all the necessary features to go beyond providing value to customers with its robust and demand-driven features. Efficient call handling, Configurable Interactive Voice Response System, Automatic Call Routing (ACD), Voice Logging/Recording, Authentication, Conferencing, Data base screen pops, Predictive dialing, Answering machine detection and detailed statistics allow for data based decision making and action.

VMukti 1.1 is a highly robust call center solution supporting three-dimensional scalability, which will enable clients to scale up and optimize their operations per changing requirements without vendor reliability.

· Complete Solution–Complete Inbound / Outbound / Mixed mode solution (no other components required)
· Scalable–Supporting zero downtime with 10 to 100,000 scalability
· Customizable–Highly customizable interfaces as well as Call Flows & well defined integration points to meet specific requirements
· Ease in integration-Easy server side or client side integration with 3rd party databases & applications
· Highly Cost efficient- Completely software based solution, the cost of hardware is greatly reduced
· Open source
· Automatic Call Distribution (ACD)
· Call transfer, Call Conferencing, 3rd party verifications
· Voice Logging, Monitoring & Agent Quality Management
· Call Detail Record (CDR) and Reporting
· Call handling features
· Automatic Call Distribution (ACD)
· Predictive dialer with data screen pop up, auto-answer, filtering & many more
· Call transfer, Call Conferencing, 3rd party verifications
· Web based solution
· Video conferencing feature inbuilt

VMukti 1.1 is smarter IP contact center software, featuring improved quality monitoring tools, enhanced statistical analysis and tools to increase agent efficiency.

VMukti 1.1 business communication solutions are fully-customizable and integrated on a single platform.

VMukti 1.1 requires only a Web browser for access, making remote monitoring, management and analysis possible anywhere with an Internet connection.

VMukti 1.1 call center suite features skills-based routing for inbound calls, outbound capabilities with a range of dialing modes (predictive, preview, progressive and broadcast), quality monitoring tools, full digital recording, load balancing, online management tools and real-time statistics.

New features include:

· Support for any type of CRM
· Built in Soft phone
· Improved quality of audio (Windows)
· Support for multiple recording servers
· Ability to listen to agent live from Manager
· Improved Network view
· Improved Agent, Agent Group and Queue reports
· Desktop Monitoring of the Agents

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Product presentation of GAdvance Control Center (voicint.com
Video Rating: 5 / 5

Conoce un perfil diferente de los principales actores de la industria. En este video toca el turno de Galib Karim, Director General de Avaya.
Video Rating: 0 / 5

Local Entrepreneur Cuts Cost and Improves Efficiency with Predictive Dialer Lists

With almost every business in the world feeling the crunch of the economic decline, they are constantly on the prowl for a marketing method that can cut costs and improve efficiency. This need is especially strong in call centers across the globe.

Local Entrepreneurs are Getting Creative

They have jumped on the automation bandwagon. By combining an automated sofware with dialer leads lists prospecting could not be easier or more efficient!

Wish Every Call Was a Qualified Lead?

Now there is a way for you to make sure that your call center representatives do not waste hours of precious time trying to reach potential leads. Predictive dialer lists when used in conjunction with dialing systems can screen out all unnecessary calls and route only live leads to your call centers. Learn more about how you can earn thousands more each month with this unique method.

Stop Wasting Time

You save a great deal of time and subsequently money as well when you put a predictive dialer into use. Your call center agents will no longer have to spend hours waiting for a live person to get on the phone. With predictive dialer lists, your dialing system is automatically fed thousands of leads to sift through.

There is NO Need to Buy Expensive Lists!

You can save money by purchasing a lower cost targeted list from a company that is trusted in the field and automates the purchase for maximum savings. A failure rate of 30 percent is bound to happen with a cheaper product, but the dialer system will catch the failed calls so it will not cost you a penny to try them, and you can save thousands of dollars over the higher priced lists. You need to look at the cost per lead in order to get a better idea of value where lists are concerned.

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Iowa City, IA — November 2, 2005

(http://www.tmone.com) TMONE has made Customer Interaction Solutions illustrious Who’s Who in Teleservices list for 2005. Each year the editors of Customer Interaction Solutions (http://www.tmcnet.com) compile the popular resource to provide readers a guide to top teleservices providers including those whose specialties includes inbound, outbound, multilingual, interactive, e-mail and text chat capabilities.

Inclusion in the listings is a positive sign of traction within the industry and consummates a year of accomplishment and expansion for the burgeoning Iowa direct marketing company. Specializing in new customer acquisition for VoIP internet phone service providers TMONE has chiseled a niche in the budding VoIP industry and established itself as an authority in its field. TMONE offers providers a fully integrated direct response marketing solution that centers on the companies inbound / outbound contact center. Strategic database marketing, E-mail, direct mail, radio, television and a powerful internet marketing strategy (http://www.broadband-phone-company.biz) (http://www.voip-phone-service.org) augment telemarketing efforts and ensures maximum market penetration for TMONE clients.

“The TMONE solution has presented itself to the VoIP community at a time when new and existing providers are in search of fresh ways to efficiently expand their customer base.” States TMONE C.O.O. John Burchert.    “Our approach has proven its effectiveness and has the capacity to deliver millions of subscribers over the next 5 years.”

Large VoIP service Providers such as Packet8 have already entered into contracts with TMONE and inquiries into TMONE’s marketing solution are pouring in from providers around the world wanting VoIP market share. “We have been accommodating both facility based and non-facility based telecom and information service providers for several years. Developing our VoIP marketing strategy was the natural next step based on the positive predictions for VoIP growth over the next 5 years.” Says Anthony Marlowe, President

About TMONE

Located in eastern Iowa, TMONE (http://www.tmone.com) has multiple locations that serve as the hub for the companies marketing list (http://www.discount-lists.com), call center services, reseller and project management divisions. TMONE is a leading provider of inbound and outbound call center services. Specializing in new customer acquisition, the call center consults and provides services to MSO’s, ESP’s, Cable Co’s, ILEC’s, RBOC’s, UNEP CLEC’s, ISP’s and VOIP providers in search of new customer acquisition. The companies’ project management division is unique in its ability to execute and coordinate mass marketing efforts utilizing database marketing, inbound and outbound tele-sales, opt-in e-mail, internet marketing and direct mail. [1-877-868-2586]

All Inquiries: Ethan Z. Davis 1-877-868-2586

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Jabra Headset

Jabra is a leading manufacturer of headsets for cell phones and other devices, owned by Denmark based GN Netcom. Jabra produces professional headsets solutions for home, workplace, and contact centers. Jabra was founded in 1983, and in Sep 2000 it was acquired by GN Netcom, a division of the Danish company GN Great Nordic. Jabra is headquartered in Nashua, NH. Its range of products includes wired, Bluetooth and DECT wireless, USB and unified communication enabled headsets.

Popular Jabra Headset Products

Jabra BIZ 620 USB: The Jabra BIZ 620 USB headset is plug-and-play with Microsoft Office Communicator 2007. It is integrated with call control and volume adjustment buttons. The headset is equipped with mono and duo speakers for various uses. This headset is also equipped with in built VoIP with full wideband functionalities. The Jabra BIZ 620 USB headset provides a full frequency response up to 6,800 Hz for optimum call clarity.

Jabra BT530 USB: The Jabra BT530 USB is a Bluetooth 2.0 EDR, eSCO and A2DP headset with NoiseBlackout™. This technology provides background noise elimination. The headset is equipped with dual microphones, and an intelligent volume control system. In addition, it offers a shock protection mechanism against sudden noise surges.

Jabra GN2100 USB: The Jabra GN2100 USB is ideally suited for enterprise needs, and has a sleek styling. The headset supports IP telephony and is equipped with Hi-Fi stereo sound quality.

Jabra STONE: The Jabra STONE has a cutting edge design and has a dual microphone system equipped with NoiseBlackout™ technology. It also consists of a Multiuse™ technology for multiple pairing with other devices simultaneously. The touch volume control and music streaming capabilities from other A2DP phones are the high points of this headset.

Jabra JX20 Pura: The Jabra JX20 headset is made from Titanium and is a hallmark in technology and luxury. It has a talk time of six hours and comes with an LED battery indicator, 2 ear hooks, one extra earpiece cover and a micro-USB AC power charger.

Your choice of headset depends on your current and future usage, and the work environment. Jabra offers cutting-edge headset solutions for all your home and business needs. Jabra has an excellent track record in quality of service for more than two decades. For more information on top of the line headsets and audio solutions offered by Jabra, please visit www.telecomsuperstore.com.

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Plan your profits

Whether it’s an inbound or an outbound campaign, the thumb rule is that the customer is the king! Onus lies on the companies to keep this king happy. Earlier, they had to walk on a tight rope while communicating with this king as one wrong move could ruin years of effort. This is no more a case today. With rapid technological advancements in Internet Protocol telephony, call center equipment and hosted software, a call center is capable of providing service like never before. One just need to do careful planning and investment, besides setting guidelines and leave the rest on technology that is self-operational.

Market today is flooded with call center softwares and solutions, but then one need to make an informed choice and select hosted call center solutions that make optimum utilisation of available resources. VoIP call centers provide high levels of customer satisfaction through various solutions and even call for less of infrastructure.

So companies whose sole mission is to strengthen customer relationships for long term profitability introduce these softwares and facilitate working of their agents .

Small scale call centers opt for auto dialers, while huge call centers opt for predictive dialers which are more advanced than auto dialers as they have additional capability to connect only ‘live’ calls. Predictive dialer are an ideal choice for those contact centers, who wish to maintain aggressive control over the calls.

Known and reliable name in terms of call center solution is that of oBelyx. It is the only solution that comes with a single window interface, which eliminates toggling through messy windows.

By opting for hosted call center solution and hosted contact center solutions along with right call center equipments , companies can reduce capital expenditure and achieve greater return on investment.

The best part is that these call center solutions are instant and can be operational within no time as no expenditure is involved in terms of infrastructure,  besides  these software solutions are flexible can customized and incorporated in any business model.

The call center solutions are also very vigilant and are instructed in a way that they can generate report of performance at any point of time. Despite working from remote locations , it can monitor working of every agent and give a detail o his/her performance pointing at the areas calling for improvement.

So the final deal is that planning determines profits when it comes to call centers and it depends on the mangers to bring in right combination that ushers in maximum productivity and profits!