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What Are Hosted Predictive Dialer Services

A hosted predictive dialer service provides the user with a high performance automated predictive dialer on a monthly rental basis. The dialler is made ready for use, supported and secured by the service provider and then delivered to the user ready for use within a few hours. A hosted predictive dialer can significantly increase the productivity of outbound contact centre staff. The average actual agent ‘talk time’ when manually dialling is 12 minutes per hour, using a predictive dialer this increases to 44 minutes. This represents an increase in efficiency of over 300%. This equates to massive cost savings for any size outbound call centre and when you take into account an anticipated tripling of sales / leads / debt recovery depending on your type of business due to the increased agent talk time you can see why predictive dialer’s are becoming so popular.

A hosted predictive dialler service pays for itself very quickly, typically within the first month. Unlike traditional premises based diallers where significant capital expenditure was required, there is generally only a small one off set up fee and then a cost effective monthly service fee with no costly per agent software licenses required with most providers. The only other costs to consider are the actual call charges themselves which can be extremely competitive. In addition you will find some providers providing all training and unlimited telephone technical support as part of a predictive dialler package.

Other considerations to bear in mind are whether providers can provide a dedicated server, as this can provide additional security for your data, as you will not need to share a server with other clients. This can be an absolutely essential requirement when working with many financial institutions.

There are a number of other reasons why organisations could want to benefit from a hosted predictive dialer service. In addition to operating in manual (also known as preview), broadcast, ratio and predictive outbound also consider the need for full inbound and blended capabilities so agents are also able to deal with inbound enquiries at the same time.

Skills based routing, ACD, queuing and IVR can come as standard with some services along with integrated call recording if required. In addition the potential to run multiple campaigns simultaneously in different dialling modes is possible as a feature. An example of this could be if you want to call your top customers in preview mode to ensure your agent has read the latest notes whilst you are running a cold calling campaign in predictive dialer mode.

With services being entirely web based it opens up the possibility of virtual contact centre’s and agent home working. Agents don’t have to be office based, and can operate from anywhere with a reasonable internet connection. Supervisors can keep a close eye on agent activity through a live web based wall board and can even listen into and barge calls regardless of the agents location.

With the latest set us providing comprehensive historical reporting, supervisors can view in detail not only the degree of success of particular campaigns but also the performance of individuals, and allows them to understand where they may require further training.

For those organisations either still sceptical of Voice over IP or who are tied into long term ISDN contracts it is possible nowadays for services to integrate seamlessly with existing PBX / ACD. CRM applications can often be integrated with to provide screen popping of callee’s details for both in and outbound calls and in some cases can synchronise the diallers database with that of the CRM’s to negate the need for the already simple data uploading process.

Call disposition (outcome) codes are easily customisable to suit most business and most services allow for data in a number of formats to be quickly and efficiently uploaded as well as call reports exported. Do check however, that any service you consider can be forced to be fully OFCOM compliant so it is suitable whether you are calling business’s or residential numbers.

Related Predictive Dialer Articles

Atlanta, GA — March 3, 2006

What: Discussion of Employee Performance Support Systems featuring Janet Emery

Who: A recognized leader in the field of call center performance improvement, Janet Emery has worked to build increased performance and profitability by assisting companies in managing their call center training investment.

With more than 20 years of experience at HP, Janet has an extensive background in leading for results and managing large-scale learning operations. Industry accomplishments include establishing award winning call center improvements as well as the implementation and management of large scale knowledge management and performance support systems. Ms. Emery’s role often requires proficiency with leading employee performance support systems including SupportPoint, developed by Panviva, among others.

Why: As business environments become more complex, more dispersed and more regulated – the variety of information to understand and act upon continues to increase for the average worker. Information, process, new applications and change can overwhelm the staff or associates responsible for providing important services. Today more than ever, companies are over investing in employee training and retention and under investing in tools for more immediate performance gains Janet’s discussion addresses how to help employees achieve confidence and competence in business processes, products and policies which results in greater adoption of software and standards and increased quality of service.

When:

March 6, 2006

Customer Care Institute’s Art of Customer Care

March 5- 9, 2006

Westin Buckhead (Atlanta, Georgia)

About Emery Performance Consulting:

Emery Performance Consulting delivers the right solution for the right issue, with measurable performance results. Leveraging more than two decades of experience in the Fortune 500 corporate environment, Emery Performance Consulting is a Human Performance development group which has accomplished award-winning increases in performance in the call center industry. To optimize profitability, Emery Performance Consulting identifies the greatest leverage solution for the business through a detailed needs assessment. Emery Performance Consulting has established a proven track record for reducing the amount of time needed for new hire training in call centers, decreasing call length and rework and improving customer satisfaction. Results range from 10-40 percent performance increases for inbound call centers. For more information, visit www.emeryperformance.com.

About Panviva:

Panviva, developers of SupportPoint, is the premier software provider of employee performance support systems to raises job proficiency for call center and sales professionals as well as business and operations staff in areas such as accounting and procurement. Panviva’s SupportPoint delivers fast access to consistently presented and personalized information beyond traditional online documentation or training simulations.

With more than 50,000 users, SupportPoint accelerates workforce adoption and daily job productivity with Fortune 1000 and Global 2000 organizations in industries such as manufacturing, insurance, distribution, telecommunications, utilities, energy and government services. Panviva offers products and services around the world directly and through service partners. Visit www.SupportPoint.com.

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This a job update and a rant all in one.

Another job update. So much misfortune happened to me in workplace today, I thought I’d make a video.
Video Rating: 5 / 5

Denver, CO — December 1, 2008

TouchStar, a world leader in call center technology, has been named to Deloitte’s prestigious Technology Fast 50 Program for Colorado, a ranking of the 50 fastest growing technology, media, telecommunications, and life sciences companies in the area by Deloitte LLP, one of the nation’s leading professional services organizations. Rankings are based on the percentage revenue growth over five years from 2003-2007.

TouchStar’s Global Director of Sales, Chris Rieple, credits TouchStar’s cost saving communications technology with the company’s 416 percent revenue growth from 2003-2007. Rieple said, “TouchStar provides all the features that the traditional phone system providers have but we also include cost saving technology such as: predictive dialing, automated messaging, customer self service interactive voice response, screen pop, CRM integration, and VoIP connectivity to enable remote workers. Any size business just about anywhere in the world can benefit from TouchStar’s hosted or on site deployment options for their communications technology. Costs related to: purchase, expansion, maintenance, sales, customer service, and facilities can be reduced very quickly with TouchStar.”

TouchStar’s increase in revenues of 416 percent from 2003 to 2007 resulted in a 12 ranking in the Technology Fast 50 for Colorado. The average increase in revenues among companies who made the Technology Fast 50 for this region was over 100 percent.

“Deloitte’s Colorado Technology Fast 50 companies have shown the strength, vision and tenacity to succeed in today’s very competitive technology environment,” said Kurt Randall, Deloitte Tax LLP, and chair of the 2008 Colorado Technology Fast 50. “We applaud the successes of TouchStar and acknowledge it as one of the very few to accomplish such a fast growth rate over the past five years.”

To qualify for the Technology Fast 50, companies must have had operating revenues of at least ,000 in 2003 and ,000,000 in 2007, be headquartered in North America, and be a company that owns proprietary technology or proprietary intellectual property that contributes to a significant portion of the company’s operating revenues; or devotes a significant proportion of revenues to the research and development of technology. Using other companies’ technology or intellectual property in a unique way does not qualify.

Companies from the regional Technology Fast 50 programs in the United States and Canada are automatically entered in Deloitte’s Technology Fast 500 program, which ranks North America’s top 500 fastest growing technology, media, telecommunications and life sciences companies. For more information on Deloitte’s Technology Fast 50 or Technology Fast 500 programs, visit www.fast50.com.

About TouchStar

TouchStar develops and supports world class call center software with on-site and hosted SaaS deployment options. TouchStar serves over 2,500 global businesses and call centers from its headquarters in Denver and regional offices around the world. TouchStar’s unified communications products include: call center software, hosted call center, traditional and VoIP telecommunications systems, predictive dialers, automated voice messaging, advanced ACD & IVR, recording, and call compliance management. For more information, please visit www.touchstar.com or call 303.338.0200.

About Deloitte

As used in this document, “Deloitte” means Deloitte LLP. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

Contact:

Brian Smits

Global Director of Marketing

TouchStar

303.338.0200 x204

pr@touchstar.com

###

More Hosted Call Center Press Releases

India ? An Ideal Destination for Offshore Inbound Outbound Call Center Services

India has been a hot and one stop shop for all call center services need of business established around the world. The 24/7 working methodology, inexpensive yet quality oriented and talented man power, multi-lingual agents come as added advantages along with the main course of outsourcing call center services.

Why industry leaders come to India for call center services?

Skilled, professional 24/7 quality customer support
Improved market penetration
Faster turnaround time for product development and new launches
Domain expertise and ability to handle varied industry verticals.
Rapid market response and action towards needs of customer.
Account alignment experience  

Advantages of hiring an Indian BPO that is just right for your business need can boost your sales and profits by decreasing costs per sales and offering services like up and cross selling.  Your call center vendor will be generating leads and appointments for you after filtering them through various parameters. The services of call center also increase the graph of satisfied customer agents by resolving their grievances and providing them support on 24/7 basis.  Also, your in-house team gets to concentrate on the core functions of business instead of focusing on time consuming business practices like appointment scheduling, lead generation etc.

There are four types of services provided by a typical Indian call center:

1) Inbound call center:

·         Customer Service and call flow handling

·         Phone Answering

·         24-Hrs Helpdesk and Technical Support

·         Emergency and Direct Response

·         Claims and Order Processing

·         Virtual Receptionist

·         Product Information

2) Outbound call center

These are call centers which make calls to people usually by IP phones or predictive dialers. Doing so, decrease the cost per call and increase the margin of profit.

Market Intelligence/ Market Research Surveys
Direct Mail Follow-up
Lead Generation/ Qualification /Management
Seminar Population
Product Promotion
Debt Collection
Info & Literature Fulfillment
Appointment Scheduling
Up Sell/Cross Selling Services
Customer Satisfaction Surveys

3) Non Voice

These services are can be web enables too that do not consist of voice process. These services can be mainly categorized as chat support services, email support, SMS  support services and all back office support services like data entry support

4) Web Enabled

These services require lot of research and delving into the wide space of www.callcenterinindia.net  Giving you a quick and prompt response, these can handle customer queries and complaints on 24/7 basis.

Data entry Support
Mystery shopping Services
Web chat & Email Support
Quality Analysis
Market Research Surveys

Find More Outbound Call Center Articles

Avaya Business Partner Cross Telecom Offers High Quality Training at Cross University

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An essential ingredient to success in the ever-changing communications industry is high-quality training from a reliable source. Any company that works directly with a leader in the industry is undoubtedly the best source from which to learn. Cross Telecom is an Avaya business partner, and Avaya is a global leader in enterprise communications systems. This relationship has established Cross as a trustworthy source of high quality training for those aspiring to do well in the industry.

As an Avaya business partner, Cross Telecom focuses its training on the communications solutions supported by Avaya. The systems and methods are developed and then taught by the industry professionals, so you can be assured that training will provide you with information and tools necessary to stay on top. Do you want to exceed your goals? Try Cross Telecom’s professional training program: Cross University.

Cross University is developed and provided by the highly skilled and experienced Cross Technical Team. The training applies a blended approach to education with live classes, hands-on training, and online courses. This is designed to maximize the control you as the student will have over your learning experience. If you’re looking to get trained quickly, you can sign up for all three and be done sooner than you expected. If book-learning isn’t your thing, then the hands on classes will help you retain some of that technical information that normally eludes you. If your schedule is extremely hectic, then you can focus on the online classes and learn at your own pace.

Recently, Cross expanded into a new 82,000 square foot facility in Bloomington, MN that showcases a Briefing, Training and Demo Center. The building is fully equipped with the latest in communications technology and cutting-edge tools for students.

Cross University Online

Cross University Online is designed to supplement on-site training. Cross University Online is a special learning management software program that brings together and organizes everything you need for your learning experience. From a simple list on the left side of the screen, you can quickly review your history and training recommendations.

The training recommendations are based on your current job function, and will notify you of what classes you’ve already completed, and which courses you still need to satisfy your recommendations. The enrollment and review options are the same as in the Courses tab.

From there you can enroll into any live or online courses and apply for tuition reimbursement. Since Cross is an Avaya business partner, their online courses include a vast catalog of administration tips and tricks for Avaya systems, technology, and applications.

The total package for Cross University Online gets you:

On-demand training with unlimited access for the length

of your subscription.

Video training from Cross University instructors and Cross

certified experts.

Over 35 hours of instruction in a searchable catalog.

Over 70 learning modules added per year.

By providing a complete portfolio of Voice, Data, IP Telephony, Wireless, CrossNet Maintenance and Support, Professional Services and Cross University, Cross has defined itself as a complete, end-to-end integrator of converged technologies nationwide. Having one of the largest and most experienced technical teams within the industry, Cross delivers business transforming communications solutions that will create a distinct competitive advantage for our customers. For award winning customer service on Avaya telecommunication products, contact Cross Telecom to meet your needs.

Find More Avaya Contact Center Articles

The Odds, Challenges and Problems of Lead Generation Team of Outbound Call Center

Lead generation is a major service of outbound call center service. In simplified words, lead generation can be understood as calling up potential customers and convincing them for the product and services of client. If a customer makes his mind to try the product his name is send to the company to actualize the lead into sales.  The in-house team, then take cares that the product are delivered on time.

This is lot more complex process that it seems from the face. It is a multi level process. The biggest challenge and opposition call center agents face is the fear of lashing out from the customers as they call the potential leads without permission. They get numbers from random database. Though the process is entirely compliant to the Do not Disturb list but the agents by no means can know who are they calling up and what could be the most convenient time for them.  Sometimes, this inconvenience comes in front as plain verbal assault, abusive language and aggressiveness.  This can be very unsettling and depressive for the workers of call center. At this point their training proves to be great help to deal with the odd behavior of customers and tackle the situation to the benefit of company. The customer care executives are trained to overcome these hurdles as soon as the call is ended and call another person without getting affected.

The list of odds and problems for outbound call center’s lead generation programs does not end here. An agent has to be hardcore marketer of the product. The challenge becomes more difficult because the entire deal is done through telephone. The agents also sell additional products and services in up selling and cross selling processes. Moreover, despite of new challenge every day, they have new target to meet!

The agents are the backbone of any call center. They work to evolve a product into a defined brand that is more visible and more popular with the customers. They are pivotal in promoting the growth of company. The training schedules and continuous odd working shifts put adverse affects on their health. They are deprived of their family work to give you a call for a product that may help you and facilitates your life style.

Are You Interested in Virtual Call Center Jobs?

The call center has taken a sturdy, stable place in the world of industry, working as a messenger from the customer/client to the company and vice-versa. A crucial role indeed at this time around, because a company has taken responsibility in satisfying their customer/client, and this is one of the best methods. However, call center has many problems that are hard to solve. Things like low salary with a high time rate to work for the workers, and also the expense for the building and all the equipment involved. For the problems mentioned earlier, the virtual call center is a perfect solution.

Operator of a virtual call center does not need to worry being late to office; they don’t need to worry about their expense on commuting, because they can do all their work in their house… Yes, in their house. They work from their home only equipped with a telephone, a computer, certain kind of program and training every now and then from the company. With all that, they can start working for their company. Their general job description is to receive a request or order from the customer/client and relay it to the company.

The virtual call center job’s feature is mostly about the freedom of their workers and their customers/clients. As for the workers, the feature means a lot more free time as they work independently from their homes and they aren’t bound by the company policy like worker who works directly in the company, literally. And as for the customers/clients, they are free to call whenever and whatever the problems they have, due to the advantages of the time zone, there must be one operator available to serve them.

Interested in this job? This is a much recommended job for disabled people or those who have problems to get out from their home. Just log in to any website that has a virtual call center service. The next thing for you to do is to apply there, give all the information about yourself that the company needs, this part is very important so you don’t want to make mistakes in it. Get the entire equipment ready, such as telephone and computer with a high-speed internet access, and when the company decided to interview you, do your best and the rest is up to you. The qualifications for this job usually aren’t very hard, where generally they only require a high school diploma and experiences with customer service jobs, and the fee is pretty good. So, what’s with the hesitation? Apply now because this job is a pretty high-quality job with fewer qualifications.

Tutorial by Hostcomm showing how to load data onto the hosted dialer. www.hostcomm.co.uk
Video Rating: 0 / 5

How To Start Your Own Virtual Call Center

There are many businesses in the world today that use call centers. They are huge in a business. It allows you to be open 24/7 365 days a year. They are also useful to those folks who run a marketing business for a living. But if you’re trying to find out how to start your own virtual call center business, than that’s a bit different. You will need to hire people that have a background in working in a call center. You have to ensure that your people are professional, and can really deliver for your clients.

What exactly is a call center?

A company where you would forward all your calls if you didn’t want to personally answer them or you didn’t feel comfortable answering them. For example if you owned your own marketing company, where you had to talk to different people that were interested in what you have to offer them, them maybe you would want them to be forwarded to a agency on your behalf, so you didn’t have to speak with them, in this case you would find a call center with the professionalism to call your prospects back.

Wondering how to start your own virtual call center?

First you would have to decide where you wanted it to be located, and rent or build the building. Once you have this completed you need to then start searching for employees to hire. To do this you need to do some marketing, or advertising. Place some ads in different areas online, and also get permission to place some ads in stores or maybe even your local newspaper. You just need to ensure you are attracting local people that have a professional background in running a call center. Once you have your team together you will need to find some customers by doing online advertising.

Conclusion

In conclusion if you are wondering how to start your own virtual call center, I think that’s a great idea. Now if you are looking to join a internet marketing company that already has a call center to do all the work for you, on your behalf, than you should start doing some searching around looking for companies that have a great track record, have a back office that has over 400 hours of training to ensure your success, and one other factor is to be sure you have a mentor that will sponsor you, train you, motivate you, and develop you into a walking success story.

To learn more about call centers and what to look for in order to find the best Online Job Opportunities and how to protect your Financial future, go now to http://www.nathanewright.com

www.virtual-call-center.eu – Building a complex call center system for your company is a challenging task proper partners, devices, software are to be selected and different modules integrated into one single system. We have done all this for you: Virtual Call Center 3.0 has everything integrated in one service that you might need to run a call center business. Focus on what you are the best at and let us handle technical challenges.