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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.

Something about the VOIP Service

To set up a virtual call center we will need a contact center solution. Contact center solution comes in varied size reckoning on the size and the type of the business organization you are trying to set up. Virtual call centers are well equipped call centers to render the superior facility to their client, for which they need the help of contact center solution.

Not only this with the assistance of contact center solution and virtual call center you can also reduce the expense and the capital investment that are acquired behind training and electing the recruits, not only this, but you can even cut the work load of your recruits or employee, as a result of that you can raise the output of your virtual call center (contact center) and maintain your clients for longer period of time and satisfy your client.

What are the things that you can do with the help of the virtual call center and contact center solution?

*  Lessen telecommunication and administration cost

*  Increase sales revenue

*  Increase customer satisfaction

*  Raise agent efficiency

Further let us know bit more about the virtual call center and contact center solution. It is the foremost gift of all time presented to the world by the technology. It can be consider as a hub for the rising business and even it should be consider as a base of new emerging business and more over it supplies more chances of growth of the business, as virtual call center and contact center solution has no edges.

The key component of the virtual call center and contact center solution is that it can be setup at whichever point you wish and even you can give full freedom to your recruits in their work time.

To be the best virtual call center not just we need a best contact center solution, but moreover we need a best amenities in our virtual call center that can be;

Computer telephony integration, Interactive voice response, Voice over internet protocol, at home agents, Quality monitoring, Voice mail, Web integration, Customer database, automatic call distribution

Further let us discuss some of the features in detail

Computer telephony integration: It is a technology that allows the conversation on phone and on a computer. More over you can also consider it as a technology used for assimilation and managing phones and computers.  

Voice over internet protocol: VoIP services convert your voice into a digital signal that runs over the Internet. This is software that allows people to make phone calls over the Internet. Using your PC or special hardware to use broadband to make phone calls. The voice is transformed to data and then transmitted to the person you want to talk to, at their end it is transformed back to voice. The benefit of this idea is that it can be a lot cheaper to make calls.

At home agents: If you can include things like at-home agents into your workforce, you can expect lower call center costs, better employee satisfaction, output and maintenance, and your customers will relish a better call center experience. This flexible workforce arrangement, your customer will enjoy a excellent call center experience.

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World?s First Open Source Enterprise P2p Call Center Software

World’s first open source Enterprise P2P Call center software

More world firsts:

– Combination of power of Web, P2P, & Telephony.
– Completely Mashable platform that can be easily extended for integration with other 3rd party systems.
– World’s first predictive dialer for lowest call drop and wait time.
– Very low bandwidth and infrastructure costs.

VMukti 1.1 a complete call center solution which supports both Inbound and Outbound Call Centers. Built with an open architecture and supporting common standards (ITU, IETF standards) it eliminates the need for proprietary hardware and software.

VMukti 1.1 has all the necessary features to go beyond providing value to customers with its robust and demand-driven features. Efficient call handling, Configurable Interactive Voice Response System, Automatic Call Routing (ACD), Voice Logging/Recording, Authentication, Conferencing, Data base screen pops, Predictive dialing, Answering machine detection and detailed statistics allow for data based decision making and action.

VMukti 1.1 is a highly robust call center solution supporting three-dimensional scalability, which will enable clients to scale up and optimize their operations per changing requirements without vendor reliability.

· Complete Solution–Complete Inbound / Outbound / Mixed mode solution (no other components required)
· Scalable–Supporting zero downtime with 10 to 100,000 scalability
· Customizable–Highly customizable interfaces as well as Call Flows & well defined integration points to meet specific requirements
· Ease in integration-Easy server side or client side integration with 3rd party databases & applications
· Highly Cost efficient- Completely software based solution, the cost of hardware is greatly reduced
· Open source
· Automatic Call Distribution (ACD)
· Call transfer, Call Conferencing, 3rd party verifications
· Voice Logging, Monitoring & Agent Quality Management
· Call Detail Record (CDR) and Reporting
· Call handling features
· Automatic Call Distribution (ACD)
· Predictive dialer with data screen pop up, auto-answer, filtering & many more
· Call transfer, Call Conferencing, 3rd party verifications
· Web based solution
· Video conferencing feature inbuilt

VMukti 1.1 is smarter IP contact center software, featuring improved quality monitoring tools, enhanced statistical analysis and tools to increase agent efficiency.

VMukti 1.1 business communication solutions are fully-customizable and integrated on a single platform.

VMukti 1.1 requires only a Web browser for access, making remote monitoring, management and analysis possible anywhere with an Internet connection.

VMukti 1.1 call center suite features skills-based routing for inbound calls, outbound capabilities with a range of dialing modes (predictive, preview, progressive and broadcast), quality monitoring tools, full digital recording, load balancing, online management tools and real-time statistics.

New features include:

· Support for any type of CRM
· Built in Soft phone
· Improved quality of audio (Windows)
· Support for multiple recording servers
· Ability to listen to agent live from Manager
· Improved Network view
· Improved Agent, Agent Group and Queue reports
· Desktop Monitoring of the Agents

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Manila, Philippines — October 25, 2005

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

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

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

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

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

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

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

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

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

Press Inquiries

Frank Holz

CEO, Outsource 2Philippines

Mitch Locsin

Executive Director, Business Processing Association of the Philippines

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Measuring Customer Satisfaction In Your Contact Center

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

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

Did you know:

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

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

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

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

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

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

Measuring Customer Satisfaction in the Contact Center Part 2

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

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

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

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

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

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

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

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

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

New York, NY — December 6, 2004

Digisoft Computers, Inc., developers of leading call center management software applications, today announced that their suite of call center software solutions work seamlessly with Call Compliance, Inc.�s TeleBlock® system.

Digisoft offers a complete call center software solution including a predictive dialer component, which is now fully integrated with TeleBlock® and it�s accompanying Do Not Call technology. Telescript clients utilize this call center product suite to cultivate, develop and maintain profitable client relationships at a reasonable cost. TeleBlock® provides the comprehensive guarantee required to assure companies of strict compliance with today�s federal and local Do Not Call regulations while enabling corporations to focus on their primary task � communication.

Â?Digisoft is a recognized leader in the teleservices industry, and Call Compliance is proud to be able to include Digisoft as one of our strategic partners,Â? said Stefan Dunigan, VP of Operations at Call Compliance. Furthermore, Â?DigisoftÂ?s best of breed call center technology is a perfect fit for Call ComplianceÂ?s state of the art call blocking technology,Â? added Dean Garfinkel, Chairman of Call Compliance.

TeleBlock® Do-Not-Call Blocking System is the only blocking product that automatically screens and blocks outbound calls in real-time against available federal, state, wireless, third party and in-house Do-Not-Call lists within the network infrastructure of a participating telephone company. TeleBlock® seamlessly integrates with the Telescript predictive dialer through its use of DNC specific Special Information Tones (SIT), or tritones, embedded in the �restricted number� recordings, which allows for identifiable disposition of blocked numbers.

Â?Digisoft is eager to offer this service to our clients in an effort to maintain compliance with new predictive dialing and Do Not Call regulations,Â? remarked Robert Garber, Executive Vice President of Digisoft. Â?Combined with our call center solution, customers can be certain they are receiving a feature-rich solution that enables them to proceed in a compliant manner whereby they are abiding by the newly regulated call center environment.Â?

About Digisoft

Digisoft Computers, Inc. manufactures leading call center, predictive dialers and CRM software solutions. DigisoftÂ?s TelescriptÂ? was first released in December 1989 and currently supports call centers in twenty-three countries on four continents. eTelescript, a web-based call center application was recently released to serve the internet call center market. With 17 industry-bestowed awards, DigisoftÂ?s products are widely known as a flexible, robust system designed to immediately increase call center productivity.

For additional information, please contact Andrew Davidson at 212-687-1810 x 105 or visit http://www.digisoft.com.

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Seattle, WA — June 30, 2004

Envision Telephony, Inc., a leading provider of contact center software solutions, today announced the companyÂ?s continued international expansion with the opening of its Asia Pacific office. The new headquarters based in Australia will extend EnvisionÂ?s global distribution of its award-winning software solutions to organizations looking to improve customer service levels. Michael Langford has been named Asia Pacific sales manager and will lead efforts throughout the region.

Asia Pacific represents a huge market with approximately 8,600 call centers and 420,000 agent positions with these estimated to double by 2008 (Datamonitor, 2004). Envision will introduce the EnvisionÂ? Performance Suite to this new market. The EnvisionÂ? Performance Suite is a flexible set of management applications that improves contact center performance and agent effectiveness. A fully-integrated solution, the suite of products includes EnvisionÂ? Workforce Management, EnvisionÂ? Quality Monitoring and EnvisionÂ? eLearning.

“Asia Pacific presents a great market opportunity for Envision. Opening an office in Melbourne gives us a direct presence and an excellent opportunity for growth in the region,” said Rodney Kuhn, Envision CEO. “Envision will now offer Asia Pacific businesses the Envision Performance Suite, giving them the opportunity to optimize agent performance for efficiency and effectiveness. With the quality of the people we have appointed, we will drive our business in the region to new levels.”

Michael Langford, a fifteen year telecommunications industry veteran, will lead the companyÂ?s growth in the Asia Pacific region. Langford will manage the Asia Pacific sales team and support key customer relationships throughout international markets. Most recently, Langford served as general manager for M5 Technologies. Prior to that, Langford worked for Active Voice Corporation. Over a period of nine years, he grew Active VoiceÂ?s Australian startup operation into the leading subsidiary and market leader for the company in the region.

About Envision

Envision is a leading provider of performance optimization solutions for contact centers empowering businesses to maximize every contact with their customers. Since its founding in 1994, Envision has focused on improving the effectiveness and performance of contact center agents to create measurable value for the enterprise. The companyÂ?s scalable, integrated performance suite, Envision Performance Suite includes workforce management, quality monitoring and eLearning products which are used by some of the world’s most customer-focused companies in a variety of industries, including financial, utilities, telecommunications, software and insurance. Envision introduced the first agent desktop interface for direct delivery of information, training and coaching in 1998, and the first truly integrated suite of agent performance optimization tools in 2003. Envision has offices in Seattle, Australia, Atlanta and Amsterdam. For more information, call 206.621.9384, ext. 500, or visit www.envisioninc.com.

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Envision, Envision Telephony and the Envision Telephony logo are trademarks of Envision Telephony, Inc. All other trademarks belong to their respective owners.

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Evergreen, CO — July 12, 2010

Relatrix Corporation, the leader in Online Contact Center solutions in the K-12 market today announced the newest release of its EZCommunicator suite of eCommunications software. The new version incorporates social media to allow the notifications and other content published with the company’s EZCommunicator system to be posted to either the school district or the parent’s social media site.

Schools and districts can now choose to automatically post any alert, newsletter, event or FAQ generated with their Online Contact Center to their Twitter, Facebook or other preferred social network – at the same time they publish via email, voice or text channels. Web site visitors can also share any of this content with their own social network. The new release also helps the school determine community interest in any topic being shared through their social networks with powerful tracking and analysis tools.

“With our summer release we have expanded the use of social media as another channel to engage parents and K-12 community members,” said Mark Franke, President of Relatrix. “We are taking online communications beyond basic parent notification to a level where information becomes more useful because it is shared through individual and group networks.

The new release is scheduled for availability later this summer. All existing and new customers automatically receive the powerful new features of this release as part of their service agreement with Relatrix. Relatrix will be previewing the newest release and its features at the NSPRA conference in Charlotte, NC July 11th through the 14th.

Visit www.relatrix.com/overview for more information on Relatrix’s Online Contact Center solutions.

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Evergreen, CO — February 11, 2010

Relatrix, the leader in Online Contact Center Solutions for the K12 education market, is delivering social media functionality to its customers in its latest software release at the end of this month. This release enables school systems to deliver messages to community members by email, voice, text, web, RSS feeds and now by posting on Facebook and Twitter – all with the click of a button.

Relatrix continues to demonstrate that school systems become more effective in communicating with parents and community members utilizing integrated software services. With time and cost constraints that exist in all school systems today, having a cost-effective, easy to use method of reaching targeted audiences is crucial. The new 2010.1 release of its Online Contact Center software services includes new time-saving features and the increased ability to simultaneously reach multiple users across all channels.

“One of the biggest challenges our customers face is the time required to reach different audiences with one message across different channels, or modes of online communication,” said Mark Franke, President of Relatrix. “With our new 2010.1 release customers can now send information, respond to questions and seek feedback through multiple channels quickly and easily,” Franke added.

Relatrix is celebrating 10 years of serving the K12 education market as the leader in Online Contact Center Solutions. Over the past 10 years Relatrix developed and extended online communications to empower schools, communications departments and entire districts to improve communication with diverse audiences in their local communities.

Headquartered in Evergreen, Colorado the company operates offices in Texas and Virginia. Relatrix hosts and delivers its software services from a secure data center so that schools do not have to purchase added computing resources and IT staff are not burdened with ongoing support and hardware and software maintenance.

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Manage Customer Interactions More Efficiently

As a business owner, you want to be able to capture the attention of your customers and keep them hooked on your company. However, if you want to influence people and get them to listen to what you have to say, you have to be a good listener yourself. The more you understand their needs, the better you will be able to meet their needs.

Communication is King

Communication is at the heart of providing excellent customer service. For example, you want to advertise your products or services and customers want to order them or ask questions about their accounts. These interactions keep businesses running but they do require clear and easy communication. Consequently, the more ways your employees can interact with your customers, the better equipped you will be to meet their needs.

Juggling Many Different Balls

In today’s world there are many different channels that facilitate communication. A few of these include telephones, voice mail, email, fax machines and websites. The more channels of communication that you provide for you customers, the easier it will be for them to reach you, but so many channels can be challenging to coordinate. Consequently, you will also need to use a good system for managing all these different customer/employee interactions. After all, if your employees have no access to a comprehensive history or each customer’s interactions, they may find it impossible to answer customer inquiries.

Contact Center Software: An Easy Solution

This is why so many companies with large numbers of clients have invested in contact center software. Good contact center software does more than simply facilitate many different channels of communication. For example, they should function in real time so that your customers don’t have to spend hours waiting on the line to talk to a real person. They must also be equipped with the capacity to collect, record, and display customer history for the employees who need that information to answer customer questions. Such a record will also help managers gage the most common client needs and highlight areas where your service can improve. And, as you do improve your contact center solutions you will earn more loyal customers to support your business.

Internal improvements

A good contact center solution should highlight internal weaknesses as well. With this tool you can increase employee effectiveness, decrease down-time and operation costs, keep people focused and increase your revenue. When performance is measured, performance improves so start charting your company today.

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