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Plano, Texas (Vocus) January 26, 2010

Working Solutions, a leader in agent and technology solutions for contact centers, expects significant growth this year. Recent forecasts by industry analysts have shown a continued increase in the use of home agents, and hosted contact center technology is also gaining huge momentum. If both internal and external forecasts are correct, Working Solutions anticipates an increase in year-over-year revenue by 35%.

Last year, their affiliate company, WS iNet, was honored as Genesys Laboratories Emerging Partner of the Year, after becoming the first to host Genesys’ technology in support of home-based agents. The multi-million dollar deal aligned the Genesys contact center software with Working Solutions’ Agents OnDemand program and WS iNet, which focuses on the hosted technology model.

Tim Houlne, CEO of Working Solutions commented, “2010 looks to be an explosive year for both our company and the industry as a whole. We’ve had a number of customers come to us recently in need of flexible, low cost, and high quality solutions for their contact centers. Our ability to offer home agents, facility-based agents, hosted technology, or any combination of the three, puts us in a very unique and fortunate position.”

About Working Solutions: Since 1996, Working Solutions has helped corporations control costs while improving the customer experience. Working Solutions partners with forward-thinking companies that understand the value of aligning the contact center with the organization’s objectives. A pioneer in the virtual call center industry, Working Solutions, along with affiliate companies WS Live and WS iNet, continues to be the industry leaders with experienced agents, proven technology, and comprehensive processes. For more information, visit www.workingsolutions.com.

About WS iNet: WS iNet, an affiliate company of Working Solutions, hosts intelligent, on-demand contact center technology to clients needing a flexible, robust, cost-effective solution. A leader in delivering innovative contact center technology, WS iNet partners with its clients to achieve optimum customer engagement, satisfaction, and loyalty.

About Genesys Telecommunications Laboratories, Inc.: Genesys, an Alcatel-Lucent company, is the only company that focuses 100 percent on software to manage customer interactions over the phone, Web and in e-mail. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. From the contact center to the back office, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation. For more information, go to www.genesyslab.com.

Media Contact:

Aaron Kannowski

(972) 202-5680

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Contact Center Provides Productive Services To Their Clients

Today contact centers are setting more emphasis on offering the right kind of services to their customers, while observing client wants and a broader insight into customer requirements. Contact centers are putting in methods and means to help their clients more proactively through newer contact center technology as these centers try to reach beyond the conventional techniques and include agents with special skill sets to serve the particular requirements of their clients. IP adoption remains to grow for virtual contact centers, and with this, these centers are getting more and more efficient in handling big number of customers while saving cost.

The immediate level of contact centers may seem to be more complicated technically in handling client relationship management. Still, trying out the new contact center technology is the simplest way to succeed; all you got to do is to set it right without any visible mistakes. For maintaining the cost low, contact centers use various statistics. Some would shorten staffing because not sufficient calls are approaching in from clients, and some would reduce cost by counting at the number of calls addressed by representatives, and also call wait times, missed calls and call queue length.

Contact center technology offers various tools to manage client relationship, and few of these are as follows:

Phone Systems:

The call system is amongst the most primary equipments in a contact center. Contact center technology offers Automatic Call Distribution (ACD) which is a system which helps assing of calls. Basic data, such as available agents and their skill sets, the priority level of customers, the awaiting time period, etc are all logged into the system at the first stages. By this, special calls are automatically pass on to particular talented agents. This technique helps to balance the over-all load of the incoming calls getting minimum awaiting time period. The phone system also allows an Interactive Voice Response (IVR) system which allows queuing of incoming calls.

Contact management:

The contact management system holds pre-loaded data for your customers. This part of the database holds a listing of the orders that you have received from each client, and a good contact center technology would be able to offer you with the details of all interaction that have taken place between you and your customers. The contact center technology should be able to take care of any type of calls coming in. It should be able to deal with calls where the client would be looking for a expenses charging inquiry or delivery position, posting an order on the phone, etc.  

E-mail Management:

In fact e-mail management is a part of contact management tool, but with many organisations this is offered as an option to their clients so that there could be extra income. At times it gets necessary to continue discussions with a particular client based on a single e-mail thread and this serves in referencing all past interactions. There is another special equipment which integrates with e-mail, and this takes care of the speech by interacting with the customer before passing on to the CSR.

Contact center technology offers more benefits that what talked over above, and complying with newer versions offer better opportunities in customer relationship management.

Call Center Inbound Calls

http://callcenterinboundcalls.com/page_builder.php?page=index.php

Our bilingual call center philosophies, coupled with strictly adhered to outsourcing polices and strategies, helps to create a high quality level of experience to the caller into our customer service center.

Every outsourced inbound call that enters the Costa Rican call center is judged for quality control and studied for maximum effectiveness for your BPO campaign, while striving to meet the customer relationship goals. Costa Rica’s Call Center Call inbound calls are capable in delivering immediate value to the customer and profit to the North American organization that decides to pursue outsourcing jobs in Costa Rica.

Call center inbound calls can be directed to many different departments throughout the Costa Rican call center. A bilingual call center agent’s responsibility is to deal with building and maintaining customer relationships on every single call center inbound phone call. This can include IT, billing, invoicing, advertising, finance, marketing, services planning, maintenance and manufacturing. All outsourced call center inbound calls are affected by the client’s own organization and their relationship with suppliers, vendors and distributors. All operating procedures in our call center must be aligned with the North American company’s established practice to ensure a seamless transition of inbound customer service calls.

Call center inbound calls can be measured by several metrics known as key performance indicators that properly grade the performance of the bilingual call center agent and the entire outsourcing organization.

In comparison of using us to any other Costa Rican call center agent, they may answer an inbound call and just haphazardly read from a script, giving the impression that may not sound as sincere or genuine and may result in an upset customer. If a customer requires speaking with a call center supervisor or manager, non-expert call center operators will receive the inbound call and may improperly screen the caller to determine where to transfer the call and how to best confront the situation before escalation. When a call center agent is incompetent, untrained and incapable of fulfilling customers’ requests effectively, the outsourced inbound call campaign solution will not be as effective as one that has policies and procedures in place, like Costa Rica’s Call Center.

Call center inbound calls at an overseas location in the Far East or Asia with language and accent problems can greatly affect your call center’s inbound call campaign success. More call center solutions located in India and the Philippines are very professional and cost effective, yet lack the ability to properly handle inbound customer service calls or outbound telemarketing campaigns in both English and Spanish. This aspect alone can impede your organization’s growth into untapped Latino markets through out the Americas or utilizing a familiar accent shared by many North Americans.

Outsourcing to call centers have seen many customers complain when they make an inbound call into a call center and are immediately sent into an automated queuing system that sometimes result in excessively long hold times. Many inbound call center experiences are prone to frustration and unresolved issues that can result in revenue loss and less customer retention.

Outsourcing call center inbound calls to an organized bilingual Costa Rican center will eliminate the complaints that departments of call centers do not engage in communication with one another. The opportunity to assist a client during an inbound call lessens the chance of it being ruined by an unprepared call center agent.

Outsourcing call center management have produced several ways to improve call center inbound calls. The first call center solution would be to confront the common criticisms from call center staff and address them immediately for a mutually beneficial resolution.

Since Costa Rica’s Call Center agents are closely scrutinized by call center management via frequent random call monitoring, they are ensured of improving their inbound call customer service skills. An innovative call center solution which helps to increase employee morale and their call techniques is to offer a solid pay check and the potential of well deserved bonuses if they comply with the Costa Rican call center’s quality control and performance levels. An effective call center outsourcing solution in Costa Rica is to have strictly adhered to outsourcing work practices and BPO procedures. This will require call center agents to follow a pre-written inbound call script so that all inbound calls are identical and the quality remains high for the customer and call center client.

In today’s outsourcing world it is becoming more difficult to find top quality customer service. In most cases with call center inbound calls, you get a call center agent on the phone who sounds as if they don’t care about the customer’s needs, are not properly trained and have a strong accent that is very difficult to understand. Costa Rica’s Call Center agent’s pride themselves on using a pleasant speaking voice on every inbound customer service call. In addition, Costa Rican call center agents have been noted for their strong command of correct English. Call center telemarketing training focuses on the fact that from the moment you receive an inbound call and are speaking with an individual with whom you have no rapport, you speak clearly, slowly and use proper grammar.

Call center inbound calls are judged immediately by the initial greeting. All Costa Rica’s Call Center agents are trained to greet the inbound caller with respect and attentiveness. This highly professional inbound call greeting does three things for the bilingual call center agent; it thanks the customer immediately, it introduces you and it offers your assistance for whatever they called in about. With proper attention to detail, a call center inbound call can produce more clients and increase the outsourcing company’s bottom line. Another import aspect of an inbound call is to have the call center agent be as knowledgeable as possible with the outsourced campaign. One call center solution to increase the agent’s knowledge base is by reading about the client’s product and/or company prior to starting the campaign as well as updating their knowledge between taking inbound customer service calls. It is not good to only use the time that the call center agents is “on the clock” to perfect their craft. This simple call center solution will boost the confidence of the call center agent and will make the call center inbound call go even more smoothly.

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.

Veteran Call Center Software Executive Joins TelStar Hosted as SVP of Sales

Leesburg, VA — October 26, 2010

TelStar Hosted Service, Inc., premier provider of call center service delivered from the cloud, announced today that veteran call center and business process outsourcing (BPO) executive Karen Banta has joined the company as SVP of Sales. The addition of Ms. Banta to TelStar Hosted’s seasoned management team positions the company to better serve enterprise clientele seeking on-demand call center services. Ms. Banta, whose résumé includes sales leadership positions with Microsoft, Stream International, Software Spectrum, Convergys and Echopass, brings to TelStar Hosted twenty five years of experience in the call center, BPO and voice applications market. Ms. Banta has stellar track record in consistently delivered exponential revenue growth through both direct and indirect sales channels. At TelStar Hosted, Ms. Banta will initially focus on enterprise sales and business development opportunities in the United States and Canada.

“We’re delighted to have Karen on board” said Jim Dunn, CEO, TelStar Hosted. “We have had unprecedented growth this year. Many companies with significant call center infrastructure are avoiding capital expenditure and rushing to a virtual call center environment. Karen’s leadership and proven track record with large enterprise clientele will accelerate our momentum in the call center-as-a-service market.”

Karen Banta said “TelStar Hosted has an incredibly strong call center-as-a-service offering and a unique value proposition. I am excited to join a proven management team and help build the company’s success in this high-growth market segment.”

Karen Banta

With more than two decades of sales and management experience, Karen Banta has developed a keen sense of how to sell solutions to enterprise clients. Karen has an extensive value based selling career and has consistently been a number one producer in sales. Karen has an extensive background in Business Process Outsourcing (BPO), strategic sales, and highly focused account management skills through her work with many large organizations including: Microsoft, Stream International, Software Spectrum, and Echopass. Karen has fostered and developed many large scale relationships with clients such as HP, Symantec, Real Networks, Cisco, Apple, and Avery Dennison.

About TelStar Hosted

TelStar Hosted is the leading call center-as-a-service technology provider offering virtual call center and predictive dialer capabilities via the cloud. Our offerings which resides on our shared SAS70 secure platform, allows clients to avoid large capital expenditures and pay per month with competitive long distance usage fee with full life-cycle support. Our feature rich, sophisticated call center / contact center services are deployed quickly and affordably across a distributed environment. We are service based culture with a highly motivated & skilled organization. Please visit http://www.TelStar Hosted.com.

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Employing Predictive Dialers to improve Product sales

Together with the advancement in technology, a lot of new locations have been honed to a far more polished look and made using for your benefit of human beings in several industries for that goal of generating profit and earnings as very well as accomplish a high modicum of success. So much so, that in recent years numerous efforts are actually manufactured to skilfully develop numerous areas so as to have the goals set by us. As the digital age converges, the availability of recent software’s and state in the art equipment and its access has been opened for the use of these purposes. Get in touch with centres are actually growing in range for your past couple of years and also have turn out to be a profitable company venture. Numerous people today are already working at such centres plus the employees transcend all boundaries of age, class and race. Most from the time students are also seen working at contact centres, sometimes full and often part-time to either assist purchase studies or just create a extra productive use f their time.

Software’s are actually around all of the time along with the use of these within the call centre business is a massive accomplishment. Their launch into the marketplace has not only created waves but produced the lives of numerous entirely uncomplicated to deal with. Predictive dialer software’s, as they’re duly referred to as would be the principal approach of employing reliability and ease into this business enterprise. They operate inside form of your placement of calls; a set amount at a particular schedule as a way to keep up with the decision centre agents busy and to make maximum use of their time. Moreover, consumers do not have to wait on the line for his or her turn to talk to an offered employee and if this happens, they’re far more likely to say goodbye instead of wait for a long period to become able to get attached to an idle operator. In addition to the numerous advantages associated with predictive dialer software program, you’ll find some disadvantages as effectively. These are mostly to do with all of the poor software package top quality which is often manufactured available from the marketplace place which can corrupt a system and destruct the call centre organization.

Using the using this kind of application, sales and validity of the decision centre organization is increased because by way of this objective people today do not need to watch for somebody to get the phone because the calls are being automatically generated to get received by idle get in touch with centre agents. It’s important to make sure time calls in a very particular way so that every time a person calls, the staff is able to talk to them. The pc software needs to be installed in a very correct method to avoid poor top quality and reduced service further decreasing the quota of customer satisfaction. Hosted predictive dialer application works by controlling the amount of telephone numbers it dials. Making use of an equation of algorithms and previously gathered data from the employees function at the decision centres enables the software to produce a schedule of when and hoe numerous calls to place inside a certain time set that will be sure that employees is available to discuss to all of the buyers.

This helps in achieving a balance of function limit of the call centre agents and in ensuring a lucrative and a successful enterprise and to improve earnings and gross sales. Given that more time is put in talking to the clients, agents grow to be skilled inside the art of conversing professionally and are capable of note the likes and dislikes of purchasers. Productivity increases as properly and makes positive the decision centre is running smoothly. The elevated efficiency provided bys such software also increases reliability and also the company facet of the call centre so that much more purchasers are happy for connecting to such an organization that values the time of the clients and makes them feel important. Buyer satisfaction is an important aspect in any business and profit and accomplishment can only be achieved if this kind of a objective is kept in mind when dealing with the organization.

It is not always easy to have a selection to get your telemarketing needs outsourced to any call center unit. Telemarketing outsourcing may be an altogether different venture to of those firms which have been experiencing a cold calling from the very beginning. Moreover, selecting an outsourcing service supplier will be able to very be difficult at times. You need main whether you wish to employ any local service or a center primarily based during US or to every other offshore call center. It’s solely on your own selection to step during or step out. However, this article aims to offer you couple of tips on the way to pick a outsourcing service supplier and the services put on provide. advice4unow.com