Inbound Call Center

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call center outsourcing and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call center.

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Article Source: http://www.articlesbase.com/ – Inbound Call Center Services of Call Centers in India

Customer services have become an integral and inseparable part of any organization. Every company has shifted its focus to cater the needs and expectations of customer to ensure the smooth flow of its business. In this economically unstable times and high volatile competitive market, inbound call centers services of call center have been able to create mileposts because of this sudden inclination towards customer satisfaction. Many countries are now called as the call center outsourcing countries. However, among of them call centers in India have surpassed the expectation in terms of cost effectiveness, quality oriented services and skilled resources.

Call Centers of India deploy large resources of advanced technology and state- of –the art infrastructure. The vast population of English speaking graduates, compliant rules of outsourcing of government and world class telecom infrastructure come as an added advantage. Working as call center agents they answer your call promptly, efficiently and in professional manner.

With inbound call center services you do not have to worry about missing even a single call. The inbound customer services are there working for you to help your customers on 24/7 basis.

The inbound call center services of call centers in India benefits you by:
1) Providing increased sales
2) Increasing Profitability
3) Reducing costs of each process
4) Enhancing Productivity
5) Generating potential leads
6) Increasing customer satisfaction by skilled customer support executive
7) Generating Qualified lead
8) By improving market coverage
9) Reducing the turnaround time
10) Accelerating market response

Services provided by call centers in India have leveraged organization success and added dynamics to its behavior. The flawlessness and positive eagerness of customer support executives to support customers have made them a mandatory part of any organization.

Inbound call center services mainly consist of
•   Phone answering services
•   Additional services of up-selling & cross-selling
•   Claims and order processing services
•   Product information services
•   Healthcare answering services
•   IVR
•   Virtual Receptionist Support

Outsourcing your inbound customer support to India helps you to attain goals and objectives of the organization. Their services maximize your return on investments and increase the database of customers.

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Maria Richards –
About the Author:

Maria Richards is one of the lead researchers associated with Call Centers India, delving into the realm of Call center outsourcing and Offshore inbound call center to help them serve you better.She is working as a Sr. Marketing Manager and responsible for the handling of inbound call center.

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call center outsourcing, inbound call center, inbound call centre services

Magellan Call Center Video

November 08th, 2010 | Category: Inbound Call Center

Magellan Solutions is an expanding Philippines-based call center serving the small and medium businesses across the globe. More info: www.magellan-solutions.com

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Give Your Business The Inbound Call Center Edge

November 05th, 2010 | Category: Inbound Call Center

Give Your Business The Inbound Call Center Edge

The inbound call center services are primarily involved in dealing with calls from the customers and clients. These are specialized services that include offering a range of information to the customers relating to any particular service or product. In addition, the service providers can also be involved in diverse activities like setting up of appointments with the clients and also accepting payments online.

These days, most businesses choose to invest in the call center services for diverse reasons. When some people want to distribute information, there are others who want to gather data. In many cases, businesses look for call center services to have a fulfilling and satisfying interaction with the customers. Now the type of customer care services you choose is mainly dependent on your business needs, objectives and goals.

Many inbound call centers provide telemarketing services. These service providers are especially allotted to receive the calls, which basically results from the lead generation. The inbound calls can be easily converted because they emerge from the interested parties.

Businesses operating in the current market can avail different types of inbound call center services. Some of these include customer contact, order processing, direct response, virtual office, troubleshooting, reservation, help desk, database management, lead generation, selling services and others. Depending on the growing needs of a business, more advanced services are added under the existing range of the inbound services.

An inbound call center is contacted by the interested prospects with good knowledge of the service or product offered by the company. Due to a large diversity of customer services, it will always be important to select a vendor who specializes in offering inbound services. For instance, order processing is one of the most specialized activities that require the service provider to offer short-hold rates and also a low rate of abandonment. In this respect, you should be choosing a service vendor to have sound knowledge of the job.

With the growing prominence of the call center services, you can even get a choice to avail these services 24/7 or for a specified hours of the day. This is the way the inbound call center services are planned to facilitate business firms to increase customers, reduce expenses, boost the bottom lines and generate revenues.

A note on choosing the right vendor:

Keep in mind that the main essence of the good customer relationship is to offer quality service at right time. To carry out inbound services, it necessitates personnel to include the technical knowledge to answer queries of the customers and to offer the right inputs. A thorough background check of the service provider will be helpful in deciding upon the right one.

Service providers require offering impeccable service to represent your organization in the favorable light. It is the trained specialists who can create the main difference. With the qualified professionals at work, you will be able to ensure professionalism that you can implement and value. Be sure, that selection of right vendor matters. It will be the right way to strengthen brand identity, improve customer relationship and maximize return on investment.

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.

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What is Inbound Call Center?

November 03rd, 2010 | Category: Inbound Call Center

What is Inbound Call Center?

Call centers are mainly categorized into two types: inbound and outbound call center according to the services they are serving to the customer. Call center is basically an office where customer service representatives attend inbound calls of customer regarding queries and information fulfillment, and where outbound calls to potential customers and clients are made.

Inbound call centers are becoming increasingly popular across all size of organization these days. Inbound Call centers play an important role in most modern companies, as customers are the main asset of any successful organization and these call center fulfill the need of customers to create a strong link between a company and its customers.

Inbound customer service representatives who are well trained to handle customer support, information inquiries, and technical help desk calls and keep you connect with your potential customer to succeed in such competitive business environment.

Nowadays, Inbound call centers are fully equipped with the latest call center technology and best infrastructure. And competent customer service representatives are also very critical to the success of any inbound call center. The well trained and highly educated customer care executives are better understand what exactly customer looking for and come with exact information with very efficient and friendly way.

One of the priorities of the business of inbound call center is the technical helpesk support and customer care support. The second major division of inbound call center is order processing. Many well-known companies are working with large call centers, which are spread nationwide and ensure that the orders are actually 24 hours a day and 365 days a year is achievable.

Outsourcing Inbound call center services is one of the powerful business model which help business owner to transfers the responsibility of one or more company’s functions like customer care support, back office support, technical helpdesk and chat/email support to reliable and expert source that allows the business owner to focus core business area of company.

James Mcguire is an associate editor of Call Centers India Inc. (CCI). CCI is a CISCO funded company with over 20 years of combined call centers experience and offering offshore call center services including call centers inbound services, customer Support, Back Office Support, technical helpdesk support, Chat, mail, SMS support services and much more.

www.ayscallcenter.com – Our outsourced call centers are designed to maximize efficiencies and provide the most cost effective business solutions possible. We can tailor a flexible solution to meet the specific requirements of your business.

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Bird Flu and Global Health Concerns Have Businesses Focusing on Business Recovery and Disaster Preparedness

November 03rd, 2010 | Category: Inbound Call Center

Portland, OR — October 12, 2006 –-

One or two employees calling in sick can slow business progress, though large businesses may recover quickly. When 10%, 20% or 30% of a workforce call in sick, however, most businesses will suffer irreparable impairment.

Bird flu concerns, as well as anxiety over other unknown large-scale health threats, have businesses focusing on business recovery plans. “My company has started a dialogue on business recovery and continuity in case of bird flu or other illness,” Robert Melillo, 35, New York, explains. “Working from home is a possibility, especially after contracting with a call center to facilitate reliable communication,” Melillo continues.

Call center service providers have been receiving a greater number of inquiries from companies looking into redundant and emergency communication strategies in order to mitigate catastrophic economic loss as a result of a bird flu outbreak or other medical disaster.

“Our organization is still getting inquiries from companies concerned with terror threats and related issues that may impact business, particularly in the travel and tourism sectors. However, the bird flu has become an area of concern for many businesses apprehensive about a breakdown in communication resulting from large-scale staff deficiency,” Andrew Lewandoski, Sales Director for AnswerConnect.com explains. “While tactics vary from industry to industry, there has certainly been an up-tick in overall concern for corporate communications redundancy. We have had to evolve as well, focusing our core competencies on assisting businesses with high level communication, problem resolution, seamless customer service and resourceful communication procedures,” Lewandoski continues.

Regardless of industry, small, mid-sized and enterprise level companies are continuing to express concern with the potential impact of the bird flu or other viral outbreak which can devastate staff availability and cause extreme economic loss, especially when heavily invested in sourcing operations abroad. While redundant and emergency communication systems have long been acknowledged as a corporate necessity, studies suggest that fewer than 2% of companies in America have such a plan. Regardless of application, the value proposition and dependable nature of call center service providers may prove to be a wise insurance policy whether or not an outbreak occurs.

ABOUT ANSWERCONNECT

AnswerConnect is a full-service contact center located in the Pacific Northwest serving nationwide clientele. By investing in state-of-the-art technology and developing proprietary call center software solutions, we are able to offer a unique, and fully tailored solutions for businesses who wish to outsource their call management. By aggregating the potential costs of staffing, capital expenditures, and program development across our customer base, we are able to provide our customers with premiere service for a fraction of the cost of similar internal services.

Press Contact:

Andrew Lewendoski

800-525-1315

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November 02nd, 2010 | Category: Inbound Call Center

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.

Jack Morkel is well known author has wrirtten article on Customer Assistance Center, Lead Generation Services, Outsource Call Center, Telemarketing Agencies and many other subjects.

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Keeping a Pulse on Your Customers

October 27th, 2010 | Category: Inbound Call Center

Renton, WA — August 9, 2006

Call center companies continue to advertise the benefits of outsourcing, but few have kept a pulse on their customers’ needs. Outsourcing companies have maintained a weak pulse on customer satisfaction, as more and more customers are complaining about the level of service that call center companies provide. Companies, who have considered outsourcing, have opted against it because of fears of loosing touch with their customers and their needs.

NomKa Call Centers are addressing this call center industry problem using a new management technique called Link-In. Link-In customer care management lessens the disconnect that currently exists between the customer and the company and maintains a pulse on customer concerns.

The style of customer care management focuses on making the call center an extension of their clients’ business rather than a separate business that reports to their client. Link-In works through making the call center company as fully integrated to its clients as possible. Each client that is part of the call centers client base is given dedicated agents who only focus on that clients business products, and being continuously updated on changes in services and products. The personnel that are permanently designated to work for the company maintain customer service logs that track the main issues that customers are satisfied or dissatisfied with. These logs are used to update their clients on items that customers would like to see improved in products and services. Link-In works to make changes in both the clients and call centers processes in order to meet the specific needs of the customer base. The strength of Link-In is in finding the weaknesses of each business process in meeting customer needs and making those changes.

NomKa Call Centers have integrated this model of customer care management to meet the current lack of call center accountability for low customer satisfaction. Ewa Stupak, Global Operations Manager, says that this model of call center customer care, has helped their clients and their call centers work seamlessly as one unit. NomKa was able to integrate this model of customer care and to make changes to their systems, based on their clients’ needs, partly due to their technology. Their VoIP telephone system allows them to modify their system to the point of having a customer, who has built a rapport with a customer service agent, have his calls always directed to that agent.

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Find More Inbound Call Center Press Releases

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Customer Retention Through Inbound Call Center

October 27th, 2010 | Category: Inbound Call Center

Customer Retention Through Inbound Call Center

Inbound call center is one which takes up calls made through customers. The customers are very inquisitive in nature and they tend to make calls for small problems also. These queries are handled best through inbound call center.

Call centers are generally designed to provide inbound and outbound call center activities to their clients’ customers for effective customer retention. Inbound call center is one of the most important links between the customer and company. The bench-mark of customer satisfaction is decided through the quality of customer-care services.

There are many customer-care activities related to inbound call center:

After-sales services: When a product is purchased; then customer may face difficulty in handling the product or services. Inbound call center is established to take care of customer queries and provide best results there-after.

Appointment answering services: Many professionals allot the call center to fix-up appointments telephonically. This saves them time and manpower allocation. The professional is free for doing the work, diligently and the task is also performed at best.

Interviewing schedule: Many a times, Companies appoint an inbound call center to allocate time for interviews in a particular day. Then the margins are pre-decided by the Company and interview time is scheduled accordingly.

Seminar registration services: Once the seminar is advertised in print-media, it gets several queries regarding time, registration money, day, date, venue, etc about the seminar. All such services are answered through inbound call center. The executives are provided with due information and they take care of all the queries to satisfy their caller and make due registrations.

Inbound call center services have to be efficient yet flexible. These days these services are affordable and highly professional in approach. These services are very reliable as the services are bench-marked for executive’s performances. Executives are monitored at all steps so that there is no mistake from their side. Inbound call center executives are trained in advance to avoid any faltering.

Jack Morkel is well known author has written article on Contact Center Outsourcing, Customer Support, Multilingual Call Center, Inbound Call Center and many other subjects.

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Inbound Call Center Services Benefit Your Business

October 25th, 2010 | Category: Inbound Call Center

Inbound Call Center Services Benefit Your Business

It may be that your business has reached to a point where you are finding it hard to handle the customer requests. This is the time when you can seek essential help from an inbound call center. An inbound team is basically comprised of a group of well-trained individuals who will be answering to all the phone calls, which comes to your work station. When the contract is established between the inbound call center and business, the call center agents will be responsible for handling the customer calls.

The inbound team can be conveniently used each hour of a day. In addition, businesses can also choose to use the service after the usual business hours as well. Most businesses using inbound services throughout the day are basically the ones that are found to be too busy in handling certain phone calls of their customers.

Apart from taking calls, the inbound call center can be used to schedule or set appointments, provide the technical support or recall data on diverse services or products and processing the sale orders. With a variety of services on offer, most businesses would be able to reap maximum advantages from an inbound customer service center.

Let’s take a look at some of the industrial sectors and businesses that can take full advantage from an inbound customer care unit. Starting first with the property managers, they happen to be one of those individuals who can take the benefit from any inbound call centre. With huge number of growing shopping malls, apartment complexes and others, there will naturally be some inquiry calls. Now calls made will come from those individuals who are interested in renting or buying a retail store or an apartment. These are calls that can come several times in an hour and where an inbound call center can prove to be a unique way to supervise all the calls.

The government agencies can be another group who can take the full benefit from inbound customer services. There are several programs run by the government agencies, like food stamps and medi-care. These are some programs that often generate a few hundred calls every day from those individuals who are seeking for help or have any queries to solve. As most government officials are busy they may not get time to actually converse with the callers and hence they tend to depend on the inbound services to listen to the customer queries.

Like the government agencies and the property managers, the satellite and cable television providers are most likely to look for inbound services. Why? According to reports, a major half of the American households include cable or satellite television. With the passing days, more and more people in America are applying for the same. This also means that more number of calls will get placed to the service providers and on a regular basis. Most of these calls are found to include changing of the package or in the ordering service. With the exact technique and equipments in place, the call centre agents will be able to start up with the process.

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.

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News Announcement: Customer Contact Professionals Learn Strategies to Improve Employee Performance Support

October 20th, 2010 | Category: Inbound Call Center

Atlanta, GA — March 3, 2006

What: Discussion of Employee Performance Support Systems featuring Janet Emery

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

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

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

When:

March 6, 2006

Customer Care Institute’s Art of Customer Care

March 5- 9, 2006

Westin Buckhead (Atlanta, Georgia)

About Emery Performance Consulting:

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

About Panviva:

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

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

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Archive for the 'Inbound Call Center' Category

Inbound Call Center Services of Call Centers in India

Magellan Call Center Video

Give Your Business The Inbound Call Center Edge

What is Inbound Call Center?

Bird Flu and Global Health Concerns Have Businesses Focusing on Business Recovery and Disaster Preparedness

Inbound call center

Keeping a Pulse on Your Customers

Customer Retention Through Inbound Call Center

Inbound Call Center Services Benefit Your Business

News Announcement: Customer Contact Professionals Learn Strategies to Improve Employee Performance Support

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