Archive for the 'Inbound Call Center' Category
Domestic Customer Service Call Centers Outpace Overseas Providers
Portland, Oregon — January 10, 2007
With Dell, Capital One and JPMorgan all reversing course on outsourced customer-facing communications, it has become apparent that outstanding service is essential for long-term customer retention.
“Simply put, it’s all about quality,” explains Anita Rubio of Pocket-Poet, Inc. “There is no substitute for high-quality customer service, which is why we never skimp on quality to save a few pennies per call.” Rubio, like many business leaders, has seen a boost in consumer loyalty resulting from an improvement in overall customer service.
“We have seen an increase in inquiries from businesses shifting from overseas call centers,” says Tony Dopun, Answer Force.com consultant. “Business owners are finding that the marginal cost differential is far outweighed by the superior support provided by U.S. based call centers. Businesses around the world spend billions of dollars to reach and engage reluctant consumers and customers. Organizations who choose to follow these large-scale marketing campaigns with sub-par customer service will see significant numbers of frustrated customers switching to competitors.”
Portland-based Answer Force is an industry leader that provides high quality inbound call center services. After weathering the storm of overseas competition, the domestic call center is seen by businesses ranging from micro-businesses to multi-national corporations as a cost-effective source of high quality customer support.
“Every customer is important and we simply can’t put the success of our businesses in a call center that struggles with infrastructure and quality,” explains Jan Skawinski of Gelato Pro, Inc. “When it comes to customer service, quality should never be sacrificed.”
With only a marginal difference in cost between domestic and overseas call centers, quality is tipping the scales in favor of domestic customer communication providers like [Answer Force.com] for businesses looking to provide superior customer support.
ABOUT ANSWER FORCE
Answer Force is a full-service contact center providing service to nationwide clientèle from their Portland, Oregon, location. By investing in proprietary technology and developing web-enabled software solutions, Answer Force offers tailored businesses solutions to companies, governmental agencies and educational institutions that outsource their call management. Combining more than a decade of experience in business-to-business telecom with the latest in program development, Answer Force provides customers with premier customer service quality for a fraction of the cost of comparable in-house services.
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CPU2Hiring60March2010.mov
CPU2 announced in March 2010 it is hiring at least 60 new employees for its call center location in Arden, NC. ABC-TV affiliate WLOS / Asheville covered the story.
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Inbound Call Center Handles Inquiries
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Inbound Call Center Handles Inquiries
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Home Page > Business > Small Business > Inbound Call Center Handles Inquiries
Inbound Call Center Handles Inquiries
Posted: Feb 16, 2010 |Comments: 0
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Inbound Call Center Handles Inquiries
By: jems hug
About the Author
To know more about BPO services and call center services you can log on to our website where you will get a wide array of necessary information on business process outsourcing and call centre services.
(ArticlesBase SC #1864869)
Article Source: http://www.articlesbase.com/ – Inbound Call Center Handles Inquiries
Inbound call center acts as a center for providing information to the customers who call up to solve their queries. It is an important operation performed by the inbound team of the customer care center. Inquiry handling is carried out mainly to satisfy the customers’ daily needs. This is the ultimate choice for the customers to get detailed information of products and services they are looking for. The BPO firms put in efforts to fulfill the needs of the customers and can go to any extent to reach their target. They offer repeated checks if the information is getting properly delivered to the customer. The agents focus on the exact requirements of the consumers and provide information accordingly. A comprehensive program development is offered by the inbound call center through the processes of inquiry handling. These services are offered through an information center that will employ a well qualified team of employees. They must be capable of answering to all the queries of the customers. The inbound service centers of today are actually a type of information center, which provide every kind of important information that the customers ask for. The call center agents give latest information about the service or product the consumer is looking for. Inquiry handling is such a process through which the BPO industry serves a vital purpose. The process involves verification of information delivery and finding out whether it meets the criteria of customers’ needs. The calls are categorized as per the queries of the customers and then suitable agents are involved in answering such calls. Several processes are involved in inquiry handling and are mainly carried out efficiently by the inbound call centers. These processes include telephone response, email response, request handling, website response, dealer and agent locator and lot more. The present business scenario shows that every business organization be it small, medium or large require inbound services to increase efficiency at reduced operational costs. Customer service is the most important aspect of the BPO firms. Only a good customer review can ensure positive experience and repeat business for the companies. Inquiry handling services help the business organizations in building up a healthy relationship with the customer, which in turn increases their Return on Investment. Nowadays, the business owners are not required to hunt for customers. They can pay more attention and manage their activities that form to be the core of their business. The inbound call centers are there to help them out. A better customer relationship can be obtained by hiring the professionals to do the bit for you. The customer care services help the companies in following the purchasing patterns of consumers. Thus, they get updated with the new trends and shape up their products and services accordingly. Customer service acts as a foundation for business enterprise of all kinds. The existing customers have to be retained for acquiring the new ones. This requires the company to build up a good relationship with its customers. To get it done effectively, most companies hire the inquiry handling services nowadays to ensure efficiency at work.
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No commentsHRS to Extend Call Center Services to Small Businesses
West New York, NJ — January 14, 2010
Hit Rate Solutions announced today that it is launching an aggressive market outreach program to allow small businesses and entrepreneurs to realize benefits of large scale call center operations by large corporations. The move is in response to the continued hesitation by small companies to resume hiring amidst economic uncertainty. Tight credit conditions for small businesses remain problematic, even as the economy has improved. “Large companies are gaining market share as they have the necessary access to credit to resume hiring”, partner Dan Edmonson said in an interview. “We’re trying to tell entrepreneurs that their size and flexibility can actually help them in this environment”.
Hit Rate Solutions recently launched an outsourcing blog to help current and prospective clients add value to their outsourcing efforts. This will coincide with their efforts to make outsourcing easier for small businesses. “Many small companies have avoided outsourcing business services because they believe it is an opaque, foreign process”, Edmonson continued. “Large companies are typically tied into long term contracts. That simply isn’t the case for small businesses”. The company also plans to expand its internal telemarketing and search engine marketing efforts tailored to small business owners.
HRS has particular expertise in telemarketing services, and along with NLIT, operates outbound and inbound call centers. The Philippines is a leading destination for Business Process Outsourcing, and companies have received global recognition for quality and performance.
Hit Rate Solutions partnered with Next Level IT Teleservices in 2008 to open operations in Bacolod City, Philippines. Like other call centers in the Philippines, Hit Rate Solutions has grown despite job losses in the United States. Since then, HRS has seen rapid expansion in telemarketing and appointment setting services. According to the Contact Center Association of the Philippines, call center revenue growth in the region is expected to grow by about 20% in 2010, a rate similar to its achievements in 2009. “The sluggish economy over the past year and a half may have actually helped us”, Edmonson continued. “Companies in the US and UK have been looking for ways to cut costs without sacrificing crucial marketing functions”.
Hit Rate Solutions is hopeful that rapid growth by call center service providers will continue as the global economy improves. Mr. Edmonson feels that the recession increased the awareness of the need for flexibility and efficiency. The blog is designed to not only educate those new to outsourcing, but help those who have outsourced in the past learn best practices in telemarketing, appointment setting, and customer service.
# # #
Video Gaming Leader Partners with Prominent AD Agency to Create New ‘Universe’
Video Gaming Leader Partners with Prominent AD Agency to Create New ‘Universe’
Atlanta, GA, January 4, 2010 — January 10, 2010
Entertainment Arts Research, Inc. (EARI), an Atlanta based, 3D graphics and video gaming publisher has aligned with international advertising and media partner, Legacy Group Global (LGG) to develop what experts are calling the most dynamic browser based virtual world targeting a faith-based universal audience.
Legacy Group Global was selected from major competing agencies to support EARI and its “Universe of Faith” to assist in creative direction and international promotion. The UOF will provide prominent Christian based organizations, retailing giants and mega-churches prominence in local and international cities and provide user experiences of socialization, education, community and ecommerce in this virtual on-line environment. Working closely with EARI, Legacy Group Global will provide industry insight and consultation on details that are going into the development of the first of its kind in a virtual world atmosphere.
“The late Dr. Oral Roberts had a sign on his desk that read, Make No Little Plans Here…”, “I am truly inspired by the ingenuity and drive of the founders of EARI that are making big plans to take the gospel to the world in a way that I’ve never seen before”, said Damon Davis, CEO of Legacy Group Global. “I believe that the Internet and portals like Universe of Faith will be to the next decade what television has been in the past 50 years to bring great leaders like Dr. Roberts, Billy Graham, Dr. Creflo Dollar, Joel Osteen, and so many more to the world.”
Inspired by the 30 plus year ground-breaking career of his father, televangelist luminary, Ray Davis, who built the largest media agency in the world to help ministries grow, Damon Davis has made his own mark in the industry continuing his Father’s legacy. With a passion for serving his clients and an entrepreneurial drive, Davis carries aggressively the Legacy banner in industry that reports over 2.5 billion followers.
Davis’ history has served the most respected and well-known ministry leaders and celebrities in the world including Dr. Creflo A. Dollar, Joel Osteen, Pastor Benny Hinn, Pastor Otoneil Font, Dikembe Mutombo, A.C Green and Pastor Gregory Dickow. LGG was also honored to be selected by Tristar to provide services to a humanitarian based effort for Olive Trees within the state of Israel.
About Legacy Group Global
Legacy Group Global (http://www.legacygroupglobal.com) is a world leader providing full-agency service to non-profit organizations and ministries specializing in media purchasing, video production, brand and campaign development, public relations, and new media. They are the parent company to Legacy Technology Group, Legacy Direct and Legacy Telecom, which represents the largest in-bound call center in the United States with over 10,000 in-home agents. Legacy Group Global is an agency of integrity and a driving force for Christian media and faith based businesses and organizations.
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American Mattress Launches Partnership with Answer Center America
Chicago, Ill. — January 4, 2010
American Mattress, Chicago’s leading mattress retailer, recently announced their decision to partner with Answer Center America (ACA) for inbound call center support. Increasing sales and product orders prompted American Mattress to increase customer service capabilities. Answer Center America, a Chicago-based boutique call center, will now manage calls involving order taking and product concerns.
ACA agents will be trained to manage customer concerns and handle order taking via phone and web chat. In addition to agent support, ACA will integrate Web chat and click-to-call software capabilities through American Mattress’ Web site, www.americanmattress.com. The Web site offers interactive features including an online shopping cart, store locater, weekly coupons, deal saver calculator and ongoing contests to win a FREE mattress.
“Answer Center America was our number one choice for call center solutions in the Chicago metropolitan area,” says Robert Taglianetti, director of marketing for American Mattress. “We’re pleased to work with a Chicago call center and give back to local Chicago business.”
In partnership with ACA, American Mattress will offer after hours support to customers, in addition to bilingual support to Spanish speaking individuals. To provide a consistent message, ACA will work with American Mattress to create scripts and training procedures customized for their customer’s individual needs. As with all clients, ACA provides real-time call data and call recordings through their proprietary software, ATLANTIS.
“Answer Center America has given us a cost-saving solution to accommodate the increase in phone and web orders, without reducing the quality and level of attention we strive for,” says Robert Taglianetti. “We now offer a no hassle purchase process and the ultimate customer convenience experience.”
Answer Center America and American Mattress look forward to their new partnership and the opportunity to provide customers with multiple lines of customer support. As two family-owned and operated companies in the Chicago Metropolitan Area, ACA and American Mattress understand the importance of first-rate customer service on every call, every time.
About Answer Center America Inc.
Based in Chicago, Ill., Answer Center America, Inc. is an experienced partner in providing seamless call center and answering solutions. Founded in 1995 by Janet Livingston, ACA has proven itself as an industry leader through cutting-edge technology, unwavering customer service, and customized services. For additional information, please visit www.goacanow.com
About American Mattress
American Mattress is a family-owned and operated provider of mattresses, headboards/footboards, bedroom furniture, bedding, linens and futons. Their stores are located throughout Illinois, Indiana and Wisconsin. They are known to beat any competitor’s price and guarantee 30-day comfort. For more information, visit www.americanmattress.com.
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Home Page > Business > Small Business > Inbound call centers helps increase business
Inbound call centers helps increase business
Posted: May 20, 2010 |Comments: 0
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Inbound call centers helps increase business
About the Author
Writer of this article owns a website called “24×7-LiveSupport.Com” which is a great place for Call Center Outsourcing. If you are looking for quality live chat support service that gives 100% satisfaction to your clients and provides you superb support service, then this is the place for you. Also Visit & know more about 24×7 Customer Support.
(ArticlesBase SC #2411234)
Article Source: http://www.articlesbase.com/ – Inbound call centers helps increase business
An inbound call center can certainly enhance your business whether you take too many customer service calls or take placed orders over the phone. A phone answering service is perfect for the business that administers many calls each day to order services and products which may very well be outsourced to some other organization and hence save a lot of time inside the business itself. Things like common live support service, customer queries and complaints can be professionally taken care of by the trained inbound call centers.
Why employ a Telephone Service Provider?
Firstly, engaging a telephone answering service signifies that people inside your business no more need to entertain client queries, inquiries and orders. These are the matters that can generally be addressed by the call centers with few or no issues. It is your duty to prepare the organization and provide to them all the data they require to deal with the customers’ calls. However, once that is done, the people within your firm will have more time to do their own work rather than entertain the several calls they could get.
Hence along with freeing you employees from this additional task you are also providing high class customer service. An inbound call centers system is configured to provide customer service. That is what they do as a business concern. Hence your customers get people on the other end of the phone who truly wish to help them unlike your employees who may be more proficient at things like sales or IT when and can’t entertain the queries from the client.
Taking the help of an Inbound Call Center to Increase Profits
The inbound call center is indeed a great means to ensure that your clients are being attended of. The customer care executive would make sure all the queries of the client is cleared that too without being in a hurry to hang up on them, or in a hurry for a meeting or just not well versed with the process.
If the staff of the inbound call center has been given enough of training and information regarding your product or service they will be in a better position to handle customer queries and that way you will have increased customer satisfaction which is very vital in client retention which in turn means your customers will keep coming back to you for business.
However you can also utilize the call centers for outbound calls which pertain to sales. Not having a knockout sell, the inbound call center employees cannot be coached to provide packages, specials or deals to each of the callers at the other end of the call. These staff can be coached to accept placed orders and then try to up sell a higher and bigger package. And since the executives are well trained for the same they will be able to convince the clients with ease and in turn increase your sales.
Before hiring a telephone answering service, check their relevant sales experience and the various kinds of calls that they normally pitch. This way you can employ the service provider that suits your need the best.
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Writer of this article owns a website called “24×7-LiveSupport.Com” which is a great place for Call Center Outsourcing. If you are looking for quality live chat support service that gives 100% satisfaction to your clients and provides you superb support service, then this is the place for you. Also Visit & know more about 24×7 Customer Support.
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Why live chat support is important?
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Jun 02, 2010
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May 18, 2010
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May 10, 2010
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May 26, 2010
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May 11, 2010
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Jul 02, 2010
Growing Demand and Usage of Brick Making Machine
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Nov 11, 2010
Office Space in Dallas is in great demand
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Nov 11, 2010
Most Essential Office Supplies For Better Work Environment
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Nov 11, 2010
Social Media Marketing’s Silent Features
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Nov 11, 2010
Social Media Marketing and Social Authority
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Nov 11, 2010
Bright Ideas on Small Business Marketing
Small business marketing works better if you know what to do and where to start. Here are some of the tried and tested marketing ideas that may work for you and your company.
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Nov 11, 2010
Party Catering Business – Tips for Party Catering
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Small Businessl
Nov 11, 2010
The Strengths of Social Media Marketing
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Small Businessl
Nov 11, 2010
Satellite Communications in a Marine Environment
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Nov 10, 2010
Strategies to Win At Online Slot Machines
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Oct 01, 2010
Free Online Slot Machine Sessions – Practice and Win Big
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Oct 01, 2010
Taking advantage of Singapore Web Design
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Sep 23, 2010
10 Ways You’ll Save Money with LED Lighting
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Home Improvement>
Furniturel
Jun 12, 2010
Call center outsourcing – Much more than just calling
Whenever somebody says the words call center outsourcing, the image of a person with headphones sitting in front of a computer comes to mind. Most people think that call center outsourcing is just about making and receiving calls. But this is not true at all.
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Jun 01, 2010
A 24×7 call center – Why are they a better choice?
We are in the year 2010 and by any means, this is the age of quick and unhindered communication. This is the era of Twitter, Facebook and Orkut and people like to make sure that they are heard and responded to, immediately.
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Article Syndicationl
Business>
Small Businessl
May 31, 2010
Why is 24×7 customer support important?
As the world shrinks and countries come closer, people have started to think globally. They don’t want to be confined to one place or wait for hours for anything. They want quickly and easily. Different industries have understood this change in thinking of people and have started to provide products and services according to it.
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May 29, 2010
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Writer of this article owns a website called “24×7-LiveSupport.Com” which is a great place for Call Center Outsourcing. If you are looking for quality live chat support service that gives 100% satisfaction to your clients and provides you superb support service, then this is the place for you. Also Visit & know more about 24×7 Customer Support.
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