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Pompano, FL — August 6, 2007

Promero announced today the general release of its hosted customer relationship management software ProStar CRM www.prostarcrm.com upgrade version 1.4. The new release includes enhanced features Auto Lead Distribution, work groups, integrated web form generator, integration with virtual call center software like Oracle’s Contact Center Anywhere, 100+ marketing and sales reports, ChatLive, forecasting, lead-source tracking, and much more.

Promero also announced an aggressive new pricing model which includes setup fees of only 5, per month per user fees and the option for 5 per month for unlimited users.

ProStar CRM was developed on the open source code of the widely deployed SugarCRM and recently converted to .NET language with the cooperation of SplendidCRM, Inc. The product has been greatly improved for speed, scalability and additional features.

“ProStar CRM continues to provide high level customer relationship management tools for business owners and entrepreneurs. When businesses spend money on advertising, owners want to know immediately if leads are generated, if leads are worked by the sales team in a timely manner and if leads convert to sales. With ProStar CRM, the application provides the simple easiest to use web pages and reports to provide owners the information they need to run their enterprise,” said Gregg Troyanowski, president of Promero. “Promero has used many CRM applications from the simplest including Act! and Goldmine to the most sophisticated like Onyx. ProStar CRM is the easiest and most flexible CRM that we’ve use. Now we host it for our customers.”

About Promero, Inc

Founded in 2001, Promero www.promero.com is a member of the Oracle Partner Network and is a leading application service provider of Internet-based call center, CRM www.prostarcrm.com and lead management software. Promero headquarters is located in Pompano, Florida. Telephone: 954-935-8800.

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Manila, Philippines — October 6, 2008

iQor President and CEO Vikas Kapoor demonstrated groundbreaking technology that converts its 21 global call centers into a 100% virtualized environment at a late meeting on Friday, Oct. 3 with Philippine President Gloria Macapagal-Arroyo.

“Our new proprietary technology represents a quantum leap for call centers, and will vastly increase both flexibility and security for our clients,” said Mr. Kapoor. “They no longer need to choose a specific location for their work, and can simultaneously access the best workers anywhere in our global footprint, or use qualified workers who do not wish to commute to a call center.”

The new technology is called FeAther?. When a call center agent’s finger touches their keyboard, iQor’s network uses biometric identification to determine who they are, what systems they can access and what calls they can handle. It therefore allows call center services to be securely handled by any worker in any of iQor’s centers worldwide, as well as to people who have high speed Internet access at home.

At the meeting with President Arroyo, Mr. Kapoor demonstrated the ease of access and state-of-the-art security that FeAther brings. Mr. Kapoor used an Internet connection at the Palace to take calls in her office. The demonstration underscored the power of the technology to create new job opportunities for people in remote rural areas.

“We think this technology has the potential to revolutionize our industry and has global applications in many other technology-reliant businesses,” said Mr. Kapoor. “I am honored that President Arroyo, who is a keen supporter of technology innovation, allowed us to launch our new global technology platform from Malacanang Palace.”

iQor is one of the premier global business process outsourcing companies in the world and the Philippines plays a major role in its strategic expansion. Most recently, iQor announced the opening of its third call center in the Philippines that will create 700 new jobs. This growth will bring total jobs created by iQor in the Philippines to 2,500 since opening its first call center in Manila in 2005.

About iQor

iQor (www.iqor.com) provides business process outsourcing to some of the best-known companies in the world from 21 Call Centers of Excellence in five countries and four continents. iQor’s 8,000 employees work with state-of-the-art technology that affords maximum flexibility to iQor customers to tap the best skills of a global workforce. It serves clients from a range of industries including financial services, telecommunications and government. Its services include customer care, customer retention and revenue recovery.

Global Public Relations Contact:

Robert Burke

robert.burke @ iqor.com

1 646 274 3044

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More Virtual Call Center Press Releases

Manila, Philippines — October 25, 2005

A recent survey suggested that turnover is lower and hiring rates higher in the Philippine IT-enabled services (ITES) industry than generally presumed by the industry and observers.

Conducted by Outsource2Philippines.com (O2P) in cooperation with the Business Processing Association of the Philippines (BPA/P), 37 companies in six ITES sectors — contact centers, software development, business process outsourcing, medical transcription, animation, engineering & design — completed the survey.

O2P CEO Frank Holz said that although “the conventional thinking has been that attrition rates are generally in the range of 40-50% in the ITES industry and hiring rates are generally less than 3%, the survey indicated some very different results.”

Among the 37 companies that responded to the survey, 81% had less than 20% attrition for the year-to-date period (January to September 2005). Perhaps more importantly according to BPA/P chairman Bong Borja, “they indicated that attrition rates have not increased in the past 12 months.” The fact that attrition rates are not increasing may suggest that ITES careers for many Filipinos are more attractive than other alternatives available to them, according to Borja.

When employees do leave, the results also showed that approximately one-quarter of attrition is due to employees switching employers within the outsourcing industry. Another 15% is due to company initiated attrition. “This suggests that even with the high rate of growth of the industry, at present it appears that movement from one company to another within an ITES sector is significant, but not as prevalent as thought,” Holz said.

For hiring rates, the results of the survey showed that 27% of the respondent companies have hiring rates of three percent or less, while 38% have hiring rates in the range of four to six percent. Another 16% have hiring rates in the range of seven percent to 10%. In all, 81% of the companies in the survey had hiring rates of less than 10%. While not high, the results suggest circumstances not quite as dire as commonly believed.

“While these companies are interviewing a remarkable number of people, they are finding that overall more of those interviewed are meeting their requirements for employment than anecdotal evidence suggests,” said Holz.

“However, the rate of acceptance of applicants has declined over the past year, which could be a disturbing trend,” Holz warned.

The survey was conducted online, although two respondents faxed their responses. Each company was called during the period the survey was conducted to encourage firms to respond. A total of 162 companies received the survey. The 37 respondents represent 23% of the companies invited to participate. While the survey was not scientific, O2P and BPA/P said it provides a good sense of industry sentiment.

Press Inquiries

Frank Holz

CEO, Outsource 2Philippines

Mitch Locsin

Executive Director, Business Processing Association of the Philippines

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www.lukeford.net Call Centers, Why outsource call centers? virtual call center, call center software, call center management
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Mesa, AZ — July 18, 2007

Data-Tel Info Solutions announced today that their new Hosted Agent Program is now available to domestic call centers. This innovative new concept utilizes hosted call center technology with excellent English speaking agents in the Dominican Republic or Philippines to call on domestic campaigns. The most attractive aspect of Hosted Agents is it starts at per hour, which includes the Agents, Long Distance charges, Hosted platform technology and a Data-Tel country manager and staff to get your campaign up and going as quickly as possible.

Unlike traditional call center outsourcing, the Hosted Agent program requires the domestic call centers to manage their offshore agents and technology in real time. This provides managers with ultimate control over all aspects of the agents and the performance of their campaign.

“The people of the Dominican Republic have a great cultural affinity with the U.S., broad experience in telemarketing and customer service, and excellent command of the English language. They are self-motivated and very results-oriented. They have been easy to train, and they are eager to perform. We have the potential to field hundreds of agents quickly, all of whom can be monitored from anywhere in the world. The potential is endless,” said Mirla Lara, Regional Sales and Operations Director.

Data-Tel has been very pleased with the rapid development of their operations in the Dominican Republic and Philippines, allowing effective interaction with domestic U.S. managers. Due to the success in the Dominican and Philippines, Data-Tel is now looking elsewhere to develop Hosted Agent centers, particularly Costa Rica and Panama. Data-Tel also holds the resources to operate across the western hemisphere in both English and Spanish, with Italian and French available.

“With almost no overhead, reduced turnover, quality agents and a 40% rate reduction per agent, hosted call centers will quickly overtake traditional call centers and companies are taking advantage of those benefits. We’ve been aggressive in marketing our Hosted Agent concept and we feel we’re well poised to be dominant in the industry,” said Mirla Lara.

“We have been thrilled with Mirla’s progress in the Dominican Republic and we are now ready for this new hosted agent market. The business model has proven its success for the participating call centers and the sky’s the limit,” said G.L. Scott Murray, C.E.O.

About Data-Tel:

Data-Tel Info Solutions provides predictive dialing, fully blended inbound/outbound calling and many other services to the call center industry. xSELLerator, Data-Tel’s premier solution, eases communication between agents and customers by providing crystal clear VoIP voice quality, a user-friendly interface and customizable HTML scripting.

The growth of the telemarketing industry has influenced Data-Tel to adapt on an international level. Data-Tel’s new “Hosted Agent” program reduces company overhead by providing all-inclusive offshore agents and technology services at a low hourly rate.

Founded in 1991 in Mesa, AZ, Data-Tel has additional offices in Westerville, OH and Santo Domingo, Dominican Republic. Data-Tel has installed systems throughout the United States, Caribbean Islands, Australia, Canada, Philippines, Dominican Republic, Central and South America and India.

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More Hosted Call Center Press Releases

Phoenix, AZ — May 20, 2005

Synergy Solutions, a Phoenix-based inbound and outbound teleservices firm, recently launched the enhanced version of their web-based proprietary contact management system, under the new name SPOT Â? Synovative Power of Technology. SynergyÂ?s mission is based on their culture of Synovation which is defined as combining Synergy (The Power of Team) and Innovation. The SPOT name truly reflects this commitment to Synovation. Â?With the new upgrades, additional features and enhancements made to the system, we wanted to develop a new name that better reflected the power of this technology and our excitement for the future,Â? commented Synergy Solutions president, Lori Fentem.

The SPOT proprietary technology was initially developed by a group of highly talented founding members of the Synergy Solutions team. They developed the web based application that is written in JAVA and runs on Oracle and today gives Synergy Solutions a unique competitive advantage. Because the system and technology was developed in-house, additional features and enhancements can be continuously developed and added.

SPOT was launched amidst much excitement company wide. Throughout the launch week, employees in all five locations were treated to black and white balloons, Dalmatian pencils, stuffed animals, beach balls, black & white M&MÂ?s, cakes and each center manager across the country was dressed in Dalmatian ears, whiskers and tail. Â?The capabilities afforded to us through SPOT has been one of the cornerstones of our success, so we wanted to celebrate the new version in a fun, exciting and creative way,Â? added Fentem.

The objectives that SPOT was built on include: empowering the front end account managers, speed to market and increased flexibility. SPOT enables an account manager to set up a client program, run ad hoc queries on the database, provide customized client reports, and load and manipulate data for maximum performance enterprise wide. Tasks that were historically reliant on Information Technology experts are now automated for maximum efficiency and profitability. Call center operations also benefit by having access to a myriad of database driven tools and reports to provide real-time analysis of call activity and performance, which are key pieces of information for clients, and because the system is web-based, can be accessed from anywhere. This proprietary system also houses a fully robust incident tracking and change management system, a workforce management module, a human resources information module and interfaces with SynergyÂ?s proprietary online Quality Management system.

About the company:

Synergy Solutions, Inc., headquartered in Phoenix, AZ, specializes in providing innovative customer contact solutions including inbound and outbound call center services on behalf of Fortune 1000 companies in a variety of industries, including financial services, health care, insurance and publishing. Synergy Solutions utilizes proven acquisition and retention techniques to solidify and expand customer relationships through the use of intelligent people and emerging technology. Synergy Solutions also operates call centers in Redfield, SD, Milbank, SD, Johnson City, NY, and Bemidji, MN.

Synergy Solutions’ headquarters are located at 4451 East Oak Street in Phoenix, Arizona, 85008. For more information about Synergy Solutions, contact Lori Fentem at 1-800-547-0504. You may also email at info@callsynergy.com or visit www.synergysolutionsinc.com

Contact: Lori Fentem

Phone: 602-296-1600

Email: llfentem@callsynergy.com

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Measuring Customer Satisfaction In Your Contact Center

How important is customer satisfaction to you? It should be key to gaining a competitive advantage and keeping it. Therefore, you must be able to measure customer satisfaction and identify satisfaction drivers that need attention.

While companies are attempting to cut costs they must still keep their customers happy or risk losing them.

Did you know:

1.96% of customers who have had a bad experience dont report it and 91% of those dont do business with you again.

2.Dissatisfied customers tell 10 or more others who will never do business with you.

3.It costs 5 times as much to recruit a new customer as it costs to keep an existing customer.

4.The probability of selling to an existing customer is 60-70%, but the probability of selling to a new prospect is 5-20%.

If customer satisfaction is so important, how can you ascertain the level of your customers satisfaction. ASK THEM. Yes, ask them directly. And ask them within minutes of their call or e-mail to you. Feedback collected immediately after an interaction event is 40% more accurate than feedback collected 24 hours (or later) after the event.

Current contact center software contains post-call survey tools to capture customer feedback and enable you to gain insight into customer perceptions. These automated surveys have far lower costs and faster turnaround times than any other method.

Measuring Customer Satisfaction in the Contact Center Part 2

Using the automated survey tool in your help center software will give you quick and accurate feedback after each interaction with your customers. Technology alone does not assure effective post-call surveys. The makeup and delivery of post-call satisfaction surveys can significantly influence their reliability and usability.

Consider these 5 best practices based on the American Customer Satisfaction Index published annually by the University of Michigan:

1. Use a scientific questionnaire design. Asking if the customer found the agent knowledgeable and helpful in the same question will not give meaningful feedback and will confuse the customer who may have found him or her helpful but not knowledgeable about the question. Each question should only address one issue. And each question should be straightforward and clearly stated.

2. Define the goal. Know why you are taking the survey and how you will use it before you devise the questions.

3. Keep it short and to the point. Your customers time is valuable. Respect them. And dont forget to thank them for taking time to answer questions.

4. Measure the right things with the right scale. Dont give open-ended questions; word questions specifically and give respondents the choices you want to measure. Using a scale that takes advantage of the phone numbers 0-9 is easy for respondents and converts to a 100-point scale for reporting.

5. Coordinate your survey with other departments. IT teams need to buy into and have advanced warning for any survey initiative. Various departments can make use of the survey results, so make them available quickly and let others know how to access them.

Your customers have high expectations of your company whether you realize it or not. Surveys need to be constructed in such a way as to give companies ideas for moving forward and improving the customer experience now and in the future.

Think of your customer satisfaction survey as a tool to help you take your contact center to the next level, one tier higher than that of the competition!

Plantronics Headset

Plantronics (NYSE: PLT) is the world’s leading designer and marketer of headset products for a wide variety of communications devices. In fact, the first words spoken from the moon were through a Plantronics headset in 1969. Besides space exploration, Plantronics headsets have been deployed in many Fortune 500 corporations. Plantronics offers mobile headsets, computer audio headset products and wired and wireless headsets and systems for office and contact center use.

Let’s look at some of the popular Plantronics headsets and their features:

Plantronics Discovery 975: The Discovery 975 has a striking minimalist design and one-touch controls. The Dual-mic AudioIQ² technology cancels background noise and enhances audio clarity. WindSmart technology provides triple protection against wind noise. The headset fits comfortably and has up to five hours of talk time and one hour of standby. It uses a QuickPair technology for seamless pairing with any Bluetooth enabled phone.

Plantronics Voyager PRO Bluetooth Headset: The Voyafer PRO headset is equipped with two noise cancelling mikes, AudioIQ² technology, and a pivoting mike boom. Automatic prompting for alert battery and mute status and triple protection against wind noise.

Plantronics Explorer 390: The Explorer 390 has noise reduction features like wind and echo reduction. It pairs easily with other Bluetooth enabled phones and has a lightweight design.

All Plantronics headsets and audio devices are equipped with Sound GuardPlus technology to reduce interference and transient pops. Plantronics Call Clarity system uses noise reduction techniques to process electronic signals to produce clarity in sound and reduce background noise.

On Choosing Plantronics Headsets

A headset can be an investment in the long run. To choose the best headset for you and your workplace, consider these following factors:

Extent of background noise

Protection against sudden bursts of noise

Levels of the output and input signal

Quality of after sales service

For many applications, the lower cost of a direct connect headset is sometimes the right choice. Plantronics also offers cutting edge direct connect solutions for your needs. However, for call-intensive environments, where productivity and safety are top priorities, the benefits of an amplifier-based headset solution outweigh differential factors in cost. Whatever your needs are, you can count on Plantronics for superior audio quality, service and reliability. For more information on top of the line headsets and audio solutions offered by Plantronics, please visit the Telecom Superstore.

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Learn About The Virtual Call Center Jobs

The home-based virtual call center jobs have tremendously gained popularity over the recent years or so. These days, most people look to work from home and in the process aim to earn more money working from within the comforts of the home. Additionally, work from home offers a lot of advantages for both employees and organizations.

Working from home has gradually developed as a happening new trend that has helped in the development of the virtual jobs. There are many companies that tend to offer the virtual call center jobs.  In this respect, most companies often divide the employees into groups scattered in a wide number of smaller centers. However, most often the employees choose to work from homes, saving a lot of expenses of the organizations.

Virtual call center jobs offer you the flexibility to work from home, following the supple working hours. No strict dress code is required and you do not have to follow the strict rules as followed in the usual call centers. Experienced individuals who had already worked as a call center customer care executive will find the job ideal to work from the home and earn easy cash.

Job Requirements for working in a call center

Virtual call centers are gradually becoming a type of work from home. The job of virtual call center is to direct the incoming consumer calls to the phone of the home agent.

Communication in such a job takes place primarily over the VoIP that makes the call rates to be much cheaper.

Virtual call center is just like a home-based call center, which involves no selling of the products. It brings you a legitimate opportunity to people who are physically-challenged, college goers, students, teens, retirees and housewives.

Given below are the main requirements of a good virtual call center job:

1.Telephone line
2.Good headphone including microphone
3.High Speed Internet Connectivity
4.Personal PC
5.Good ability to talk/converse/communicate over the phone
6.Superior communication skills
7.Professional and quiet working environment

Process followed in a virtual customer service center:

Most of the virtual call centers include a three-tier system in order to hire quality home workers for the call center jobs. The three tier system as followed in a virtual set-up include interviewing over the phone, voice audition tests and checking the voice quality and lastly online application and the per-interview selection to compare the agent’s unique skills.

Most of the organizations offer online training and job trainings at their set-ups. There is no such upfront fee to attain trainings for such jobs. Few companies are found to hire the people who are found to be 18 years of age. Furthermore, many companies offer the virtual jobs hiring independent contractors for the same. On the other hand, other companies, which are found to be smaller in size, are found to hire people more directly as their employees, providing perks and benefits as offered in any regular job.

The amount you earn in the virtual call center job solely depends on the total numbers of calls that you handle or attend. Many companies also happen to pay on the per minute basis. On average, you get to earn between to per hour.