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Call Center Outsourcing Jobs

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Costa Rica’s Call Center has a major advantage when it comes to hiring qualified bilingual Spanish and English speaking customer service and telemarketing call center agents to handle your important outsourcing campaign.

Call center outsourcing jobs in Costa Rica pay more than most outsourcing jobs in India and the Philippines and are able to offer more qualified agents. Call center outsourcing jobs need to provide a very stable work environment which assists an outsourcing company when hiring many bilingual call center agents in a short period of time while launching a new outsourced campaign.

Every North American company that outsources call center services with Costa Rica’s Call Center can be rest assured that our call center management hires less than 10% of the applicants. We only hire the top outsourcing bilingual call center agents in the outsourcing industry, period. Costa Rica’s Call Center strictly adheres to all applicable Costa Rica employment laws.

Costa Rica’s Call Center works hard every day to meet with the brightest outsourcing call center agents in the country, talking with them about joining our bilingual Costa Rican call center teams at all levels and for a variety of outsourced BPO campaigns. Since call center outsourcing jobs are in high demand, the call center’s human resource department receives on a daily basis an abundant number of solid qualified agent resumes. From a client’s viewpoint, Costa Rica’s Call Center has the luxury of choice selections of the elite in outsourcing bilingual call center agents.

Call center outsourcing jobs require that the call center agents have a strong sense of innate customer service skills as well as an especially keen ability to listen to detail in order to offer the most effective result for your outsourced campaign. Without an extroverted and relentlessly positive attitude during the initial interview or continuing through the telemarketing training period, the call center’s management team will deny the employment of that particular candidate. Call center outsourcing jobs need to be filled by the best, period.

The changing global economy and the unfortunate downsizing of the North American corporate world makes call center outsourcing jobs to a Costa Rican call center an important topic for top executives when deciding a company’s growth potential or even survival. Every outsourced Costa Rican call center job can make a difference to your company’s bottom line and increase your employee morale by offering opportunities to very grateful and hard working bilingual call center agents that will represent your company in the best light. There are ideally suited Costa Rica’s Call Center agents waiting to assist your inbound customer service call today.

Call center outsourcing jobs is simple when understanding the qualifications for the ideal bilingual call center agent for your outsourced campaign. From the many years of continuous growth, call center employment is considered a stable long term career in Costa Rica. Confidence in a call center agent is just as important as their work ethics. Punctuality, honesty, accountability and results can separate a subpar outsourced call center agent in another firm to one of Costa Rica’s Call Center’s highly trained and motivated outsourced call center agents. A bilingual outsourced telemarketer who believes that they possess advanced communication skills are the first agents we interview when hiring for an outbound lead generation or bilingual outbound sales campaign. An outsourced bilingual customer service agent that holds empathy and patience in high regard are two skills that every hand picked call center agent posses at our Costa Rican call center. Every well executed inbound phone call ensures the best in top outsourced customer service, client retention and increased referrals resulting from the first class experience given by the Costa Rican call center agent. What you would personally expect to receive from a customer service representative on the phone is exactly how we are going to handle each and every one of your inbound or outbound phone calls with your clients.

When it comes to BPO call center outsourcing jobs in web design and computer programming, a company can save up to 70% and receive better and faster results when outsourcing with Costa Rica’s Call Center. The top universities in Costa Rica pride themselves by offering advanced education in web design, computers and IT certification. Every year, brilliant Costa Rican professors graduate an army of young and talented individuals who are hungry to create a masterpiece for your company’s image on the internet. By outsourcing a job with Costa Rica’s Call Center, you will give us the ability to match your needs with a top call center web designer and computer programmer that will be strictly devoted to your outsourced project in order to ensure that you are 100% satisfied with the results.

Call center outsourcing jobs offer all bilingual call center agents entering the call center the best and most effective in advanced bilingual telemarketing training in Costa Rica. All outsourced agents are educated with a strong emphasis in semantics, phonetics, rhetoric, interpersonal communication and conflict management to make sure the inbound or outbound call is a success for our client’s outsourced campaign.

Costa Rica’s Call Center’s strong work ethic consistently produces bilingual call center agents accustomed to the high demands and professionalism expected by North American clients. Unlike large outsourced call centers in the Far East and Asia that are known for long rows of gray cubicles occupied by nameless and expendable agents, our Costa Rican call center differs by extending an appreciative work environment built on recognition and a highly structured internal career development program for long term call center career growth. We produce future leaders in the call center industry, not laggards that use it as a transitional job with no known intentions for promotion. The Costa Rican call center outsourcing jobs industry requires many different types of job positions and specialized skills in order to make an outsourced campaign successful and long term. There will always be opportunities available in our call center for the top bilingual outsourced call center agents in Costa Rica.

In today’s highly competitive outsourcing market, a closer proximity to the United States , Central Time Zone and Spanish language capability as an added value are now considered almost basic requirements when making a decision on what call center to use for your important project. Leaving this to chance is not even an option anymore. Many of the offshore call center agents are bilingual in their native Middle Eastern or Asian language which is difficult to the North American ear. Whereas Spanish is more useful and practical as a second language for potential untapped markets throughout the North, Central and South American populations as well as those countries where Spanish is either a primary or secondary language.

We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb a volcano or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.

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What is an Outbound Call Center?

What is an outbound call center?

Are you the owner of a large company who needs the service of telemarketers? Is the customer service department of your company in need of additional heads? Are you looking for a job in a telemarketing company? If you are either of the above reading this, you must be looking for an outbound call center. If you do, let this article help you to find the right outbound call center that will fit your requirement.

Before we proceed, let us know what an outbound call center is. Then, we move to know what services it can provide and how each one of you may benefit from an outbound call center.

What is an outbound call center?

An outbound call center is a centralized office where numerous agents will be calling possible clients for your products or services. Lead generation, sales generations, account collection, raising funds and political and community initiatives are some of the services offered by an outbound call center.

What are the qualifications of an outbound call center agent?

Ability to deal with customers be it business, individual or organizations.

Ability to speak clearly and concisely.

Ability to convey messages that will lead to sales, raise funds, or collect money from client’s customers.

Computer knowledge

Ability to work under pressure and limited supervision.

Ability to work well even during wee hours.

What can an outbound call center do for business?

It enables the company to employ numerous telephone markets or outbound sales agents without having to worry about hiring, compensation, and other benefits.

It provides them with the best outbound sales personnel without having to train them tediously.

Campaigns are delivered to the masses in a short time because outbound call center agents will fulfill that requirement.

Technical questions can be handled by the tiered services of outbound call centers.

Product orientation for outbound call centers assigned to your products or services will be done by your call center partner.

An outbound call center is necessary for business to reach many customers easily. Outbound call center agents however need proper training to ensure that your messages are transferred to the consumers clearly.

Competition is stiff, it is necessary that you employ the service of outbound call centers to ensure that you will have an edge over your competitors.

It may be good to outsource overseas outbound call centers because the cost may be lesser as compared with domestic call centers. However, there may be language barriers if you do.

Thus, before you decide on hiring an outbound call center, research the outbound call center. Know their experience and expertise. Know if they will be able to handle your customers well.

You know your customers more than anyone do, thus you need to consider them before you hire your outbound call center.

It may be worthy knowing that many overseas call centers including once from India serves major U.S companies well.

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Virtual Call Center Jobs: How Can You Become An At-home Customer Service Agent?

There’s been a lot of buzz in the call center industry regarding the use of home-based call center agents. While a relatively new phenomenon, the use of US-based workers in geographically dispersed locations has allowed call centers to grow, and manage growth, while maintaining higher levels of customer satisfaction.

In fact, the use of at-home customer service agents has been hailed by many teleservices industry experts as the call center of the future. Virtual call centers now exist as a centralized location that simply hosts the call center phone lines, software, and equipment. Through technology, these “bases” connect home-based agents across the country to their employers and clients.

Virtual call centers are set for explosive growth, and they hire home-based workers for a variety of industries and clientele.

Finding Virtual Call Center Jobs

Companies such as JetBlue and Uhaul regularly hire reservation agents for their virtual call centers, however, there are also a large number of Business Process Outsourcing (BPO) firm that now take up the slack for companies such as Drugstore.com. Alpine Access, Arise, West, and LiveOps are just a few of the companies that regularly hire home-based workers to outsource their client calls. The easiest way to find a virtual call center job is a strenuous search on Google, using the keywords “home based agents” or “At home agent.”

Because legitimate work-from-home employment is highly competitive, employers often automate the initial application process to weed out ill-matched candidates.

The Virtual Call Center Application Process

Most virtual call center jobs have a three-tiered application process. First, there is an online application and skill assessment. Second, there is a “voice test”. Third, there is an over-the-phone interview. These three essential components often include other not-as-obvious skill assessments, such as the use on online learning tools, chat communication, and email follow-ups.

The Virtual Call Center’s Online Application

Since much of the online application screening automated, you will want to be as thorough and descriptive as possible when you apply. Many BPO firms call on new customer service agents when they need a worker with experience in a specific industry. If you have retail experience in more than one area, then it’s important to mention which areas you have experience in. For example, if you have worked for both Wal-Mart and the Macy’s perfume desk, you’ll want to mention both of those areas on your application. There’s a big difference between mentioning retail experience and mentioning big-box retail experience and upscale boutique experience.

The online application will also have a checklist for the equipment and technology you will need to use and acquire. Make sure that your computer and phone systems meet their needs (or that you have the money and/or resources to acquire these.)

The Virtual Call Center Voice Audition

Most virtual call centers require applicants to audition or the job by calling in to leave a message. Usually they will give you a few scripts to practice and then randomly select one for your voice test.

What are they looking for? It’s a mixture of personality, voice tone, and friendliness. If you’re nervous about a voice audition, it’s helpful to actually call a friend or two and actually practice the script with them on the phone. When you call for your audition, make sure that there is absolutely no background noise or interference with your call. (Make sure you disable your call waiting when you call…) Speak slowly and clearly, and make sure you have an actual smile on your face – that’s something your callers will always hear on the phone.

The Virtual Call Center Telephone Interview

When doing your interview, it’s best to be alone in a very quiet part of your house – preferably the home office you plan to work out of. Background noise is one of the main reasons why many potential home workers do not get hired.

Most virtual call centers use telephone interviews that are either live or recorded and last between 10 and 20 minutes. It’s natural to be nervous during this part of the process. This is where your personality should shine – and the best thing to remember your research, speak calmly and slowly, and be prepared for creative interview questions.

If a company is recruiting for an online drug store, they may ask you how you feel about weight loss products. If a client is a retail catalog, they may ask you specific questions about styles or brands. Make sure you’ve looked at their client list if available. Brush up on any industry experience that you may have highlighted in your resume, just in case they are screening for a similar client.

Once You’ve Been Screened: Sit Back, and Wait Patiently

The backlog for virtual call centers is tremendous – and it can usually take anywhere from a week to several months for them to call on you to work for a specific project. Don’t fret – if you made it this far in the application process, they will be in touch when they need you. A few virtual call centers actually purposefully schedule their call backs a few weeks later to give you time to decide if the job is really for you. The next step will be making it through their training and certification. Just be professional, get back to them in a timely manner if they contact you, and prepare your home office for your new virtual call center career.

Predictive Dialers Make Call Agents More Productive

Call centers used autodialers before predictive dialers grew popular. The autodialer only called numbers for the agents who were not on a call or waiting for a call. The predictive dialer is much more complex as it utilizes a algorithm to determine when a agent will be available and places calls by forecasting how many agents will be free at any given time.

After these calls get made, the dialer will follow how the call gets answered. Any calls that are unanswered, disconnected, busy or answered by answering machines will be discarded and only calls that are picked up by a real person will be put through to an available agent.

This increases the call agents productivity immensely because the agent will not have to worry about dialing numbers and waiting to see how the call will be answered. Wasted time will be eliminated as agents will be actually talking with customers much more.

When a organization runs a call campaign, all of the call data will be put into the predictive dialer software. Most of this information will be provided from databases from various directories or some similar kind of CRM software.

Any unsuccessful call will be analyzed to check if it is a call back or if any other special treatment will need to be made. Predictive dialers are ideal for telemarketers that have a large database of numbers too call. Other types of companies that predictive dialers can help are any type of market research firm ot debt collection agencies who also may have a enormous database of contacts.

Most of these calls will be unanswered as research has been conducted and has established that over 70% of the calls will not be answered by a someone. This results in wasted time if agents had to dial these calls themselves. They would be passing the bulk of their time listening to ringing phones, dial tones and answering machines.

A solid predictive dialer system can make your company much more productive and save you money while still providing good customer service.

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The Efficiency of Call Center Software

Call center software is like a productive support for BPO industry. It is an essential part of every call center which wants proficiency and productiveness. Nowadays, people are frequently looking for some kind of reliable solution for their business that can take them to a high level of success. However, it can be possible if they employ some kind systematic procedure. And it is here that call center software plays a important role.

This systematic software generally comes in different forms and varieties. Although, all forms of this software performs with their standardized quality but their features are almost different. The most unique feature of call center software is concerned with its implementation or execution from any location. For example, you can persuade your BPO agents to work from home, this will save your lot of money and will provide you quality work. Moreover, it can easily scrutinize work if you want to keep a close watch on your agents performance. This whole process will increase your business in terms of both money and clients.

Following are some kind of call center software which utilized in BPO industry:

• Predictive dialer

• IVR ( Interactive Voice Response )

• CTI ( Computer Telephony Integration )

• Voice mail & PBX

• Auto dialer

This software can be operates in many other industries also, where customer is considered as a top priority. Apart from this, it can also handle call tracking process to data analysis and can maintain both inbound and outbound calling processes.

Call center software can systematize voice messaging for straight marketing procedures, leaving computerized messages on voice mail and answering machines. When a call is transferred to an agent it can save a lot of time and ultimately enhance the productivity.

Find the best deals of call center software from http://www.yoursautodialer.com

Virtual Call Center And Its All Round Benefits

It is not an unknown fact that a virtual call center basically functions using internet as its main infrastructure. If you’re not aware of the fact then you should know that now a virtual call center is known to offer a great variety of benefits for both customers and its clients. This article will take you across some of the most common benefits of having the virtual service center solution.

1.Technology:

Yes, the first and the most important benefit of having virtual call centre technology is that the virtual service center software will be allowing the remote contact centre agents to work on the same level as the real time users.

2.Good Return on Investment:

It is a known fact that the virtual call centre software will be allowing excellent ROI or return on investment for a company so as to heighten the agent productivity to a great extent. As per the BPO experts, agent productivity will be able to heighten the business operations. Moreover, the agents will be able to gain the ability for seamless switching between the inbound call and the outbound call.

3.Technology edge to function

It’s the call centre technology that allow all the remote contact center representatives to work on the same level operating as the real time users.

4.Geographically dispersed:

Another advantage and one of the most significant of the other advantages is that the virtual contact center solution does not necessitate the agents to concentrate from any one geographical location. Rather, the virtual service provider will be able to function from a range of other small virtual call center facilities scattered in diverse places. Take for example, your main center is situated in India but with the help of the virtual software technology you will able to have you virtual center in United States or in Philippines as required by your organization. This is something that makes the virtual software to offer the ideal solutions to the companies which need to include all types f disperse operations all across the globe.

5.Adaptability

Adaptability is one more feature of a virtual contact centre technology. This helps a virtual center based in US including 20 agents and a center in Philippines with 100 agents to scale down and scale up as required for the enterprise.

6.Reliability:

The virtual customer service center solution is found to be reliable enough so as to serve as the essential back up in terms of offering disaster recovery network. Additionally, it is guaranteed that this system will remain functional all throughout the different features of the service center system.

7.Easy Monitoring:

The virtual call center technology has developed so much that nowadays the supervisors will be able to guide and then monitor the agents even when connecting from the remote locations.

8.Compatibility:

Today’s virtual service center software makes use of the technology that stands compatible with each and every phone type.

9.Hardware configuration:

Virtual software solution stands compatible with each type of the hardware configuration. However, it will be advisable to check out more features.

Last but not the least, it is also said that customer relationship management program will be improved if the agents will be able to meet up with the needs bringing about the effective solution and the virtual service center will be the right way to reach the aim.

Chris Carrington talks with CMIQ about the training and hiring process for home-based agents, as well as the difficulties in conveying a sense of realistic culture in order to find a common dialect with your customers. He also touches on the future of call centers and why he sees a shift on its way into onshoring. Carrington is the CEO at Alpine Access, a home-based call center company that just recently won the top ranking in Datamonitor Group’s 2010 Black Book of Outsourcing Report. View this and other IQPC podcasts at www.customermanagementiq.com

Denver, CO — June 20, 2009

Alpine Access, a provider of contact center solutions for brand-conscious companies, today announced that the company will be presenting a free Webinar on five common myths about virtual call centers. During this 60 minute session on Wednesday, June 24, 2009 at 11 a.m. MST participants will learn the truth about the benefits of the work-at-home business model including:

There are a variety of ways to successfully manage a remote workforce.
The technology needed to enable a virtual model is affordable and accessible.
A virtual model can be applied effectively to any type of business.
Customers’ private information can be safely secured in an at-home environment.
Work-from-home employees can be integral and interactive members of a company’s culture.

The presenters for this informative event will be writer Kate Lister and Alpine Access managing partner, Jim Ball.

Lister is a well-known telework researcher and author of the recently released book, Undress For Success–The Naked Truth About Making Money at Home. Her company’s web-based Telework Savings Calculator has been used by organizations, legislators, and advocates throughout the U.S. and Canada to quantify the environmental, financial, and work-life benefits of telecommuting.

Ball is a pioneer in the use of home-based workers in the call center industry. He co-founded Alpine Access in 1998 after realizing the biggest challenge for call centers was finding and retaining good people at affordable wages. By bringing the work to the people, rather than the people to the work, Ball helped create a call center model that delivers efficient operations and high quality customer service at an affordable cost.

Register today at www.alpineaccess.com for this free live event on Wednesday, June 24, 2009 at 11:30 AM MST/ 10:30 AM PT/ 1:30 PM ET.

About Alpine Access

Alpine Access pioneered the home-based employee contact center model in 1998 to deliver high quality customer service at a lower cost for brand-conscious companies. By matching customer care professionals to client needs, Alpine Access’ services are proven to strengthen customer loyalty, improve operational efficiencies and increase financial success for Fortune 500 customers in a variety of industries. With employees in 1,000 cities, Alpine Access offers assistance across the entire spectrum of services – from outsourcing to consulting to training – to help clients benefit from a home-based operation. For more information, visit the Alpine Access website at www.alpineaccess.com or call 1-866-279-0585.

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Inbound Call Center Services Benefit Your Business

It may be that your business has reached to a point where you are finding it hard to handle the customer requests. This is the time when you can seek essential help from an inbound call center. An inbound team is basically comprised of a group of well-trained individuals who will be answering to all the phone calls, which comes to your work station. When the contract is established between the inbound call center and business, the call center agents will be responsible for handling the customer calls.

The inbound team can be conveniently used each hour of a day. In addition, businesses can also choose to use the service after the usual business hours as well. Most businesses using inbound services throughout the day are basically the ones that are found to be too busy in handling certain phone calls of their customers.

Apart from taking calls, the inbound call center can be used to schedule or set appointments, provide the technical support or recall data on diverse services or products and processing the sale orders. With a variety of services on offer, most businesses would be able to reap maximum advantages from an inbound customer service center.

Let’s take a look at some of the industrial sectors and businesses that can take full advantage from an inbound customer care unit. Starting first with the property managers, they happen to be one of those individuals who can take the benefit from any inbound call centre. With huge number of growing shopping malls, apartment complexes and others, there will naturally be some inquiry calls. Now calls made will come from those individuals who are interested in renting or buying a retail store or an apartment. These are calls that can come several times in an hour and where an inbound call center can prove to be a unique way to supervise all the calls.

The government agencies can be another group who can take the full benefit from inbound customer services. There are several programs run by the government agencies, like food stamps and medi-care. These are some programs that often generate a few hundred calls every day from those individuals who are seeking for help or have any queries to solve. As most government officials are busy they may not get time to actually converse with the callers and hence they tend to depend on the inbound services to listen to the customer queries.

Like the government agencies and the property managers, the satellite and cable television providers are most likely to look for inbound services. Why? According to reports, a major half of the American households include cable or satellite television. With the passing days, more and more people in America are applying for the same. This also means that more number of calls will get placed to the service providers and on a regular basis. Most of these calls are found to include changing of the package or in the ordering service. With the exact technique and equipments in place, the call centre agents will be able to start up with the process.

10 Benefits of Having a Virtual Call Center

A virtual call center is a call center that can function using the Internet as their infrastructure. A call center is a business that works by absorbing certain business functions of a corporation so that the client organization is free to concentrate on other business functions to stay competitive in its industry. Hence, all call centers need a call center solution that can help make the call center more productive and more profitable. One such virtual call center solution is the Oracle Contact Center Anywhere call center software which is now being offered by Promero (a Certified Partner of the software manufacturer Oracle.)

The first benefit of using this virtual call center solution is that the call center agents need not be concentrated within just one geographical location. Rather, the call center company can become a virtual call center running different smaller virtual call center facilities in different places. This means that though your main contact center may be located in the US, the virtual call center technology allows the company to also have a virtual call center in the Philippines, a virtual call center in Indonesia, and maybe a virtual call center in India (as deemed necessary by your company.) This makes the Oracle Contact Center Anywhere call center solution a boon to companies that need to have dispersed operations throughout the world.

Second, this call center software is said to provide excellent return-on-investment for the call center company using it because it can heighten agent productivity. Agent productivity leads to successful contact center operations. Your contact center agents gain the capacity for seamless switching between an outbound to an inbound call and vice versa because of this call center solution agent interface.

Third, the call center technology behind this Oracle call center software allow remote contact center agents to function on the same level as real-time users.

Fourth, it is adaptable for use by a virtual call center of any size. So whether you have one virtual call center in Manila, Philippines which is manned by just 10 agents while another virtual call center of yours based in Calcutta, India has 100 agents, this virtual call center software can be scaled up or scaled down as needed for your enterprise.

Fifth, this virtual call center solution is reliable enough to serve as a back-up disaster recovery system for the contact center, guaranteeing that the system will always be functional throughout all aspects of the call center system.

Sixth, call center technology has progressed so much with this virtual call center solution that supervisors can monitor and guide agents even from remote locations. This means that if you are a contact center supervisor based in the US and you have an agent in the Philippines who needs help during a call, the Oracle call center software will permit that in real time.

Seventh, the Call Recording function of this call center technology permits the call center virtual transactions to be recorded appropriately so that the call center staff can review the details of the transactions as needed.

Eight, the virtual call center software uses call center technology that is compatible with every phone type.

Ninth, this virtual cal center solution from Oracle is compatible with nearly every type of hardware configuration.

Lastly, customer relationship management improves because agents are able to meet more needs even for the same prospect or customer with a more effective call center solution.

So if you are planning to put up a call center of your own, no matter how small or large, you may want to consider using the Oracle Contact Center Anywhere product instead.

Cloud-Based Call Center Software to the Philippines

Cloud-based solutions are suited to help meet the service and profitability goals of business process outsourcers (BPOs) worldwide, and particularly those in the Philippines, that need to rapidly scale as the market grows. inContact, a provider of on-demand call center software and call center agent optimization tools, announced today the expansion of its operations into the Philippines.

The company opened a new Manila office to support existing customers in the country, as well as the five new customers the company won since expanding operations in the country. According to the Commission on Communications and Information Technology (CICT), the Philippine market has seen exponential growth over the past few years, with 446,000 call center agent seats in 2009, of which approximately 90% handle calls that originate in the United States, according to the Contact Center Association of the Philippines (CCAP). The market is projected to grow to billion in 2010. With the rapid growth of the market in the Philippines, the country is perfectly suited as inContact’s gateway to Asia, and the first location for its international expansion.

Although cloud-based business applications have become all the rage, with more than 70 percent of US-based businesses now using some form of cloud-computing, misconceptions about what cloud-based software can and cannot do have persisted. There are some companies out there that, for a wide variety of reasons, are just plain reluctant to replace their premises-based systems with cloud solutions. In many cases it’s simply that they made a considerable investment in hardware, traditional software licenses and perhaps network infrastructure, and they’re looking to get as much return on that investment as they can. In other cases they have fallen into misconceptions about the features and capabilities that cloud-based solutions can deliver – for a wide range of reasons they view these applications as being “deficient” in one way or another when compared to their premises-based systems. The more standards-based and open the underlying system, the easier the integration. Few integrations are easy, whether the solutions are premise-based or hosted. However it goes on to point out that software vendors today are putting a much stronger emphasis on interoperability and “out-of-the-box” integrations, providing connectors and APIs that make it many times faster and simpler for IT teams to carry out integrations. The newer the software, the more likely it is to include open standards, which in turn facilitates simpler and faster integration with other leading systems. It also points out that some of hosted contact center offerings are built upon premises-based systems, therefore they cannot be any harder to integrate than their underlying core technology.

Cloud-based solutions give BPO operators an extraordinary competitive advantage, as evidenced by our initial success in the Philippine market. We have been working with several outsourcers over the past several months, and are excited to have a physical office presence here now. The BPO market is highly competitive, and client dissatisfaction and low margins can be the end of an outsourcer’s business. Our powerful portfolio of scalable, flexible, pay-as-you-go cloud-based call center outsourcing solutions enable BPOs to better manage their talent, reduce non-billable hours, increase revenue per call and differentiate their service offering. The technology is a very well-rounded, integrated and robust solution that was infinitely more scalable and less expensive than any premise-based system, a perfect solution for BPOs because ultimately it enables us to deliver more for our clients’ customers.

The inContact platform combines call routing, workforce optimization and network connectivity solutions with a powerful work flow between the subsystems. Additionally, the platform boasts enterprise-class security, reliability, availability and the industry’s best uptime guarantee of 99.99%. Unlike premise-based solutions, the inContact platform enables BPOs to scale up and down as their business dictates, making it a perfect technology match for their dynamic business model. The timing of inContact’s expansion is perfect, as cloud-based, or Software-as-a-Service (SaaS) offerings are rapidly growing in popularity across the customer service industry. According to industry analyst firm Gartner, “by 2013, at least 75% of customer service centers will use some form of SaaS application as a part of the contact center solution.” Analyst firm Ovum has said that, “given the new investment philosophy, a growing number of enterprises are looking towards hosted contact center services to reduce capital outlay and to access a wide range of technology options.” Jarman concluded, “We are excited to bring our leading edge cloud-based offering to the Philippines to enable customers to operate more efficiently, optimize the cost and quality of every interaction, create new pathways to profit, and ensure ongoing business improvement and growth.”

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