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Phoenix, AZ — March 17, 2006

Synergy Solutions, Inc. a premier provider of outsourced customer contact solutions, recently hired 18-year veteran teleservice professional, Jay Hammans, as Vice President of Sales.

“I am thrilled to add someone of Jay’s expertise and experience to the Synergy Solutions team,” commented Synergy Solutions president, Lori Fentem, “I’ve known Jay in the industry for many years and he comes to us with vast experience in all areas of client services, account management, and sales and his commitment to excellence blends perfectly with the Synergy Solutions culture.”

Prior to joining Synergy Solutions, Hammans began his teleservices career with Idelman Telemarketing, where he spent 8 years opening and operating call centers and serving as Call Center Manager. Jay also worked with Sitel Corporation and assisted their early efforts towards international services to U.S. companies. In 1996 he joined ProMark One as director and soon became their Vice President of Client Services. When ProMark One was acquired, Hammans moved to the consulting side of the teleservices industry working with TPG Telemanagement and Concentra Solutions, assisting a number of companies to identify, initiate and manage outsourced service opportunities for customer care, sales and support.

In his new position, Hammans will be called upon to increase awareness of Synergy’s inbound calling services and continue to position Synergy as the customer contact company of choice across the country. “Synergy has a great culture, fantastic leaders, and they’re really making a difference in the industry by providing responsible, customer-focused solutions,” commented Hammans, “Synergy is the kind of company that I would be completely comfortable having represent my brand to my customers for so many reasons, and I’m excited to get the opportunity to share those with our future clients,” he added.

Hammans will be based in Omaha, Nebraska, where he lives with his wife and four children. Hammans is involved in the community through a number of service oriented civic groups and religious organizations.

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, Bemidji, MN, and International Falls, 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 or visit www.synergysolutionsinc.com

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Hosted Call Center Industry Expert Promoted to be President of Data-Tel

Denver, CO — November 26, 2007

TouchStar, the fastest growing global call center technology provider, announces the promotion of Tiffany Kreinbrink to TouchStar’s Data-Tel and Hosted Solutions business units. This news follows last week’s announcement that TouchStar acquired direct competitor Data-Tel Info Solutions.

Kreinbrink’s prior success in growing TouchStar’s Collections and Dial on Demand business units gives TouchStar confidence in her ability to further accelerate the rapid growth of Data-Tel. Kreinbrink has over seven years of proven experience with TouchStar. Kreinbrink worked closely with the CEO of TouchStar to distinguish TouchStar as the technology solution provider of choice in the Collections industry. Kreinbrink is a graduate of Northwestern University; her degree is in Economics with minors in French and Spanish. Prior to joining TouchStar, she worked with Andersen Consulting (Accenture) as a Senior Management Information Consultant.

Kreinbrink commented: “The loyalty of Data-Tel’s customers, and a great product, fueled a high growth rate for Data-Tel. I am excited about introducing additional resources to the Data-Tel clients that they will benefit from. We will continue to develop the xSELLerator product and add value through integrations to other products and services that TouchStar offers. TouchStar intensely serves with our core value of honoring each client’s trust in choosing us. We provide exceptional customer service, we don’t point fingers, and we simply do the next right thing for our clients.”

About TouchStar

TouchStar develops and supports world class call center technology with on-site and hosted deployment options. TouchStar serves over 2,500 businesses on six continents from its headquarters in Denver, Colorado, and offices in New York, Phoenix, Davenport, Mumbai, Manila, and Manchester. TouchStar’s fully integrated products include: inbound and outbound call center software, PSTN and VoIP telecommunications hardware, predictive dialers, automated voice messaging, scripting, recording, monitoring, quality analysis, advanced ACD & IVR, reporting, compliance management, and an IP PBX phone system. For more information, please call +1.303.338.0678, email pr @ touchstar.com, or visit http://www.touchstar.com.

Contact:

Brian Smits

TouchStar

3025 South Parker Road, Suite 925

Aurora, Colorado 80014

303.338.0678

pr @ touchstar.com

http://www.touchstar.com

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Services provided by inbound and outbound call centers in India

With the advancement in technology the way business functions has changed drastically. Companies can reach large number of customers by opting for business process outsourcing services. Business process outsourcing for outbound as well as Inbound Call Center processes have grown rapidly to provide services to those companies where labor cost is higher.
We can classify the voice service provided by Call Centers Indiainto inbound and outbound. Outbound services consist of credit management, telemarketing, credit market survey, sales lead generation, verification services, etc. Outbound call center generally means that maximum calls will be made by the voice executives to achieve major business objectives such as credit management, sales, telemarketing, etc.
Services provided by inbound call centers include answering services, computer technical support, customer support, etc. It is different from services offered by outbound call centers. Inbound services basically involve calls initiated by the clientele. Many organizations in the list of Fortune 500 companies are dependent on the Inbound Call Center services from India. It provides them many advantages apart from cost-cutting. Other advantages include 24/7 customer support, services from well trained professionals, free from tension of hiring and retaining call center executives, etc. Inbound call centers facilitates strong relationships with the customers.
Some reputed Indian call centres provide one stop solution for inbound and outbound call centers. They have done this by offering world class infrastructure backed by new and latest training methods. High phone call traffic is managed effectively by world class infrastructure as the telecom services are well developed in India.
Outbound Call Centers carries out telemarketing & promotion of product effectively. Basically, in these call centers; employees are responsible for making cold sales calls and product promotion requests. The call center executives are required to explain the features of the products. Many customers get the advertisement calls because their contact information has been saved in the database of the call center. Debt collection services are also provided by BPO services India; it involves calling the customers and reminding them about the dues that are outstanding.
Availing services from outbound call centers have become very essential for the major companies, especially Fortune 500 companies. They depend on outbound and inbound call centers for carrying out major business operation. Sales, market research, credit management, debt collection, telemarketing, etc. are few among the major business operations which are outsourced to help desk service in India.
A reliable call center in India has state of art infrastructure and highly skilled workforce. They provide both inbound and outbound call center services. They act as one stop solution for all the requirements.

More Outbound Call Center Articles

Oaisys Expands Globally With Uk Office Opening

TEMPE, AZ and CAMBRIDGE, ENGLAND–(Marketwire – February 17, 2010) –   OAISYS®, a leader in small- to medium-sized business (SMB) and enterprise-class call recording and contact center management solutions, today announced that it has expanded operations globally with the opening of the OAISYS Limited UK office in Cambridge, England. OAISYS Limited is accepting applications for UK telecom resellers. The OAISYS UK office will handle the company’s business throughout the European market.

With the opening of the OAISYS UK office, SMBs and enterprises throughout Europe now have access to the award-winning OAISYS Talkument® and Tracer call recording solutions. Compatible with leading IP business communications systems available in Europe, including those from Avaya, Mitel, Toshiba, ShoreTel and others, Talkument and Tracer help companies improve customer service, reduce costs, increase revenue and drive overall profitability.

“Our Talkument voice documentation and Tracer contact center management solutions, paired with our unrivalled pre- and post-sales support programs, have been well received by our North American customers, vendor partners and resellers,” said Brian Spencer, president of OAISYS. ”In response to market demand, we have opened the OAISYS Limited office, which allows us to extend our unique and proven value proposition to effectively service customer needs and telecom reseller revenue growth objectives in the UK market.”

“OAISYS Limited is actively engaged in bringing on new resellers, and the interest level has been exceptionally high,” said Kevin Burns, OAISYS Limited managing director. ”The call recording industry is especially abundant with opportunities as more and more UK businesses recognize the benefits of our solutions for staff training, risk management and revenue protection. We’re eager to meet the burgeoning customer demand for our products by building our authorized dealer network in the UK.”

OAISYS Limited will be exhibiting at the 2010 Convergence Summit North event, the UK’s largest channel event, bringing together leading voice and data resellers with major convergence suppliers. The event will be held on March 16 and 17, 2010, at the Manchester Central Convention Complex. On display will be the latest version of Tracer, the industry’s leading digital recording solution for contact centers. This latest release includes new feature enhancements to better support large-scale, enterprise-wide deployment of the award-winning professional interaction management software. OAISYS will be located at Stand Number 36.

About Talkument:
Talkument personal voice documentation and collaboration software utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to create digital media documents from business telephone calls, making them available to organize, retrieve, playback, annotate and share as needed. It provides company-wide control over risk management, quality assurance, customer retention, dispute resolution and other critical business concerns.

About Tracer:
Tracer is the industry’s leading digital recording solution for contact centers. Tracer also leverages OAISYS PVD technology paired with advanced contact center management features, including customizable employee performance evaluations, live and auto call monitoring, quality and resource utilization reporting and synchronized desktop video recording capabilities.

Both Talkument and Tracer are compatible with the leading IP business communication solutions providers, including Avaya, Mitel, Toshiba, ShoreTel and more.

OAISYS provides an Application Programming Interface (API) that enables integrations with various predictive dialers, ACD and other contact center applications as well as commonly used business applications, including Salesforce.com®, Microsoft Outlook®, Microsoft Dynamics® CRM, and Microsoft SharePoint®.

For information about becoming an OAISYS Limited UK Authorized Reseller, please contact:

Kevin Burns, OAISYS Limited Managing Director
Office: 0844 73 66 152
Mobile: +447811201599
Kevin_Burns@oaisys.com

About OAISYS:
OAISYS® (www.oaisys.com) is a leading developer of call recording and contact center management solutions for a wide range of organizations, from small- to medium-sized businesses to multi-site large enterprises. The OAISYS voice documentation and interaction management solutions help companies within a variety of industries — including healthcare, automotive dealerships, financial services, and the public sector — attract and retain customers by digitally capturing phone-based interactions for simple retrieval, playback and management. Compatible with leading business communications system providers, including Avaya, Mitel, ShoreTel and Toshiba, OAISYS Tracer and Talkument applications help companies improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance and other critical business concerns. OAISYS is headquartered in Tempe, Ariz. OAISYS Limited is located in Cambridge, England.

OAISYS PR Contacts:
Teri Sawyer
T&Co.
714-536-8407
Email Contact

Roland Murphy
OAISYS
888-496-9040
Email Contact

Demo created for Asda by Symon Dacon graphics team

Related Avaya Contact Center Articles

Inbound call center

Inbound customer service call centers will receive all incoming phone calls that are related to a product whether it’s an order, question, payments or complaint. This is seen as a better and improved approach to voice mail.

Customers have repeatedly complained of the voice mail system and have an evident preference to speak to a live person instead of leaving a message on an answering machine. Customers feel like they are not important as a customer when it seems that no one will speak to them.

Inbound customer service gives the customer the satisfaction of speaking to someone and to have their requests recognized by the company on a personal level. Inbound call centers do not make outside calls. They simply answer the phones of incoming calls.

Inbound customer service centers will typically work 24 hours a day, seven days a week. This helps a company keep from missing customers due to time zones. This also increases sales. Customer support has become an essential for the success of organization. It is for this reason that Inbound call centre have made their place. In a world of ruthless competition, survival is the keyword which involves not only a lively and dynamic attitude while carrying out business but also ensuring a flawless customer support service. This is why the need for an inbound call centre is inevitable.

Inbound call centers are the easiest way for companies to be reached by their customers. Customers can talk to representatives directly to get whatever they need. Many companies use the Centers as a spot to make sales and let customers place orders. Other companies use calls Centers as places where customers can get help with problems. That could mean either a technical problem with a product or a problem with a reservation for a hotel room.

Inbound call centers often record calls or write down notes from every call to have better Customer Relations Management. By keeping track of the problems that people have, companies are able to stop these problems from happening in the future. They also have records of transactions and what was said if the customer is interested.

Inbound call Centers will always respond to the clients, customers or prospects in a timely, polite and professional manner. Inbound Call Centre use their experience to help us make our business more successful. Inbound telemarketing allows us to be confident when we are away from our office, without worrying about our business knowing that our calls are being answered promptly, professionally, and courteously.

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Call Center Outsourcing

In liberal terms, outsourcing merely means sourcing from the outside. However, in business terminology, outsourcing refers to hiring a third-party firm or group of individuals to do work that your company can otherwise not do. This may happen because you may not have the manpower or resources at your disposal. It often happens that outsourcing is done overseas because labor abroad tends to not only be much cheaper but more skilled as well. For example India not only has cheap labor but also has one of the highest English speaking populations outside of the US.

The reason why outsourcing is becoming such a global trend is not only because of cheap and skilled employees. The reason lies in the fact that outsourcing lets a company focus its attention on its own growth rather than on activities that may or may not help the company grow. By strategically focusing on core competencies, outsourcing also let a business pay more attention to its long term goals, aims and objectives thus ensuring the company’s’ survival in the long run. By freeing itself from labor intensive functions the company’s management is able to pay more attention to ways to boost revenues and increase profits. Some of the more popular outsourcing activities range from customer services and telemarketing, to IT management, software development, market research and financial portfolio management.

Call center outsourcing Call centers are one of the most popular businesses that are outsourced nowadays. In recent years the cost effectiveness of setting up call centers overseas has grown with leaps and bounds. The success of outsourcing call centers can be seen in the fact that many global and Fortune 500 organizations such as General Electric, American Express, Sprint, Dell, AOL, and Amazon.com have improved their cost efficiency by outsourcing the call center parts of their businesses. This shows that indeed call centers are a great way to increase profits, recruit skilled cheap labor and boost a company’s revenue.

A lot of call center outsourcing businesses are now set up in countries like India and China where labor is skilled and cheap. It is estimated that most companies that do have call centers outsourced overseas improve their cost effectiveness by up to 50%, plus they also get quality customer support and satisfaction. At the moment India is one of the leading markets for call center outsourcing in the world.

Benefits of call center outsourcing
Call center outsourcing has many benefits some of which are listed below:
Call center outsourcing has the highest turnover rate of any industry. Call center outsourcing is more cost-effective as today’s state-of-the-art call centers can make up to three times the telephone calls per hour than one can make from a regular telephone. Call center outsourcing allows a business to maximize its office space and put it to more effective use, by hiring more skilled employees for other activities. Call center outsourcing ensures that the salespeople working for your business focus their time and effort on making your company the most money; while you on the other hand are free to deal with decision makers and CEO’s. Call center outsourcing eliminates the expense of hiring extra employees and paying extra wages as well as Social Security, vacation, sick days, employee insurance, and retirement plans. Call center outsourcing let you keep your business open 24 x 7 since these centers are often located in different time zones. Call center outsourcing let a business focus on what is important in terms of future goals and strategies. Call center outsourcing provides your business with many important outbound applications like appointment setting, phone sales, lead generation and qualification, list cleaning, database building, surveys, market research, seminar registration, etc.

Call Center Outsourcing In liberal terms, outsourcing merely means sourcing from the outside. However, in business terminology, outsourcing refers to hiring a third-party firm or group of individuals to do work that your company can otherwise not do. This may happen because you may not have the manpower or resources at your disposal. It often happens that outsourcing is done overseas because labor abroad tends to not only be much cheaper but more skilled as well. For example India not only has cheap labor but also has one of the highest English speaking populations outside of the US.
Call center outsourcing

The reason why outsourcing is becoming such a global trend is not only because of cheap and skilled employees. The reason lies in the fact that outsourcing lets a company focus its attention on its own growth rather than on activities that may or may not help the company grow. By strategically focusing on core competencies, outsourcing also let a business pay more attention to its long term goals, aims and objectives thus ensuring the company’s’ survival in the long run. By freeing itself from labor intensive functions the company’s management is able to pay more attention to ways to boost revenues and increase profits. Some of the more popular outsourcing activities range from customer services and telemarketing, to IT management, software development, market research and financial portfolio management.

Call center outsourcing

Call centers are one of the most popular businesses that are outsourced nowadays. In recent years the cost effectiveness of setting up call centers overseas has grown with leaps and bounds. The success of outsourcing call centers can be seen in the fact that many global and Fortune 500 organizations such as General Electric, American Express, Sprint, Dell, AOL, and Amazon.com have improved their cost efficiency by outsourcing the call center parts of their businesses. This shows that indeed call centers are a great way to increase profits, recruit skilled cheap labor and boost a company’s revenue.

A lot of call center outsourcing businesses are now set up in countries like India and China where labor is skilled and cheap. It is estimated that most companies that do have call centers outsourced overseas improve their cost effectiveness by up to 50%, plus they also get quality customer support and satisfaction. At the moment India is one of the leading markets for call center outsourcing in the world.

Benefits of call center outsourcing
Call center outsourcing has many benefits some of which are listed below:
Call center outsourcing has the highest turnover rate of any industry. Call center outsourcing is more cost-effective as today’s state-of-the-art call centers can make up to three times the telephone calls per hour than one can make from a regular telephone. Call center outsourcing allows a business to maximize its office space and put it to more effective use, by hiring more skilled employees for other activities. Call center outsourcing ensures that the salespeople working for your business focus their time and effort on making your company the most money; while you on the other hand are free to deal with decision makers and CEO’s. Call center outsourcing eliminates the expense of hiring extra employees and paying extra wages as well as Social Security, vacation, sick days, employee insurance, and retirement plans. Call center outsourcing let you keep your business open 24 x 7 since these centers are often located in different time zones. Call center outsourcing let a business focus on what is important in terms of future goals and strategies. Call center outsourcing provides your business with many important outbound applications like appointment setting, phone sales, lead generation and qualification, list cleaning, database building, surveys, market research, seminar registration, etc.

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Virtual Call Centers

Virtual Call Centers

The fashion of outsourcing outbound and inbound call centers has increased to multi-fold over the past few years and has successfully become a billion dollar industry. The key issue is regarding the increasing acceptance by various companies to transform their outsourced call center offshore. This is done due to the advantages received by the companies. The Indian expertise technicians, inexpensive Chinese labor and Filipino English speakers have proven their worth to the management’s decision to several industries. However, the benefits of outsourcing call centers have immense profit and now even the government is employing the same technique by outsourcing their public service lines to companies that do outsourcing.

Outsource Maintenance

The main aim is to manage the outsourcing business cost in the fields of technology and subsequently maintaining the quality control level. Generally, outsourcing companies possess technologies equipped towards accomplishing the goal. The telecommunication hardware as well as the equipment price is the main concern of financial constraint for most call centers especially the outsourced ones. Besides this, other issues such as IPL reliability, connectivity and skilled workers proximity are also a matter of concern. However, transforming the call centers to skilled areas result in reducing the impact of employing cheap labor, but additional expenses on office maintenance as well as salary competitiveness becomes mandatory. But as outsourcing is found to be cost effective and beneficial, numerous businesses opt for virtual call centers as they do it professionally without any blemish.

Technology skill

If technology skills improve in such a way that a call center can be diverted to any corner of the world even to a mobile phone, it will handle few issues to some extent. If such technology arises, you can have few agents to work from a contact centre and resolve various issues. If technology facilitates you to manage routings, queue management, call recording and quality control monitoring, there are more chances of reducing the loss due to quality control. Over all if surplus budget is spent on quality voice; you can expect better phone quality.

Though the virtual call centers technology has solved various problems, yet it has created new problems as well. The technology is capable of doing inbound as well as outbound calls anywhere in the whole universe. Monitoring or managing time is not a problem with such technologies. It is a factor to be determined if this model benefits your business. The virtual call centers as well as the hosted call center solutions are excellent technologies. Virtual call centers incorporate the feature of using 3rd party carriers.

The virtual call centers make use of the phone numbers and the internet based voice traffic facilitates the customers to take benefit of low charges or no long distance call charges, low cost of ownership, sophisticated calling features and virtual employee access. The benefits are effective quality of voice, stability, virtual access, low operational cost and well developed outbound and inbound calling features. As virtual call centers have excellent features, it is well appreciated and recognized everywhere.