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How Outbound Call Center Outsourcing Helps You

Outsourcing outbound call center services is considered a cost-effective way of improving customer service and to boost sales. This is the reason why most companies, irrespective of their size, are found to make full use of them to provide quality customer care. In a given variety of call center service, the outbound call center services are generally used to make calls and to widen the customer base.

In general sense, outbound call center services refer to making outbound calls to the potential and existing customers on behalf of the client company. As companies are increasingly becoming aware of the significance of customer care, they make use of the outbound call center services. This is to strengthen and enhance customer support services and sales campaigns.

The market competition is fierce and companies should be able to adapt to change itself to this changing market. As a result, most offshore call centers are gradually becoming the popular means to manage increasing costs and service. In that case, outsourcing outbound services can help your venture to improve productivity, customer and 24/7 services at a much lower cost.

The main role of the outbound call center services will be to offer additional information on the existing products or services of the client company. These customer service centers offer information on the new services and products with the aim to sell diverse services and products. Few companies make use of the outbound services to persuade customers to take definite action and make billing payments.

Today, outbound call centers offer telemarketing calls to carry forward a range of other useful services like fund raising. These service providers also participate in diverse campaigns to enable companies to retain the customer loyalty. Most outbound call center vendors handle the time consuming tasks like hiring the customer service representatives and telemarketers. This allows company to focus on its core competencies. The outbound centers take time and required resources to execute the entire hiring process on behalf of the client company.

With the growing significance of outstanding customer care services, most companies choose call center services to meet their business needs. Companies find it convenient and helpful to make use of the customer services. To meet the varied demands of companies like establishing strong brand identity and sales boost, the outbound call centers have developed to be one full-fledged body or institution that accomplished different major tasks.

Other important tasks that the outbound call centers perform involve contacting potential and existing customers for the sake of developing good relationships. The service providers bring you a host of additional services in the form of fund-raising, research, lead generation and product promotion.

In order to efficiently handle all kinds of important duties, call centers ensure technological excellence that is coupled with the experienced staff. Working as an essential customer service center, a call center brings you strong commitments towards excellent service.

It is obvious that generating sales from both existing and new customers requires skills and a good amount of patience. Furthermore, technical expertise and persuasion skills on the part of the service providers are must. That is why most companies make use of specialized customer service.

Be sure to talk to the outbound call center representatives you select. Define your expectations and goals before you start the project. The process of outbound telemarketing requires accuracy. So your business goals have to be clearly defined to bring you perfect process integration.

What is an Outbound Call Center?

What is an outbound call center?

Are you the owner of a large company who needs the service of telemarketers? Is the customer service department of your company in need of additional heads? Are you looking for a job in a telemarketing company? If you are either of the above reading this, you must be looking for an outbound call center. If you do, let this article help you to find the right outbound call center that will fit your requirement.

Before we proceed, let us know what an outbound call center is. Then, we move to know what services it can provide and how each one of you may benefit from an outbound call center.

What is an outbound call center?

An outbound call center is a centralized office where numerous agents will be calling possible clients for your products or services. Lead generation, sales generations, account collection, raising funds and political and community initiatives are some of the services offered by an outbound call center.

What are the qualifications of an outbound call center agent?

Ability to deal with customers be it business, individual or organizations.

Ability to speak clearly and concisely.

Ability to convey messages that will lead to sales, raise funds, or collect money from client’s customers.

Computer knowledge

Ability to work under pressure and limited supervision.

Ability to work well even during wee hours.

What can an outbound call center do for business?

It enables the company to employ numerous telephone markets or outbound sales agents without having to worry about hiring, compensation, and other benefits.

It provides them with the best outbound sales personnel without having to train them tediously.

Campaigns are delivered to the masses in a short time because outbound call center agents will fulfill that requirement.

Technical questions can be handled by the tiered services of outbound call centers.

Product orientation for outbound call centers assigned to your products or services will be done by your call center partner.

An outbound call center is necessary for business to reach many customers easily. Outbound call center agents however need proper training to ensure that your messages are transferred to the consumers clearly.

Competition is stiff, it is necessary that you employ the service of outbound call centers to ensure that you will have an edge over your competitors.

It may be good to outsource overseas outbound call centers because the cost may be lesser as compared with domestic call centers. However, there may be language barriers if you do.

Thus, before you decide on hiring an outbound call center, research the outbound call center. Know their experience and expertise. Know if they will be able to handle your customers well.

You know your customers more than anyone do, thus you need to consider them before you hire your outbound call center.

It may be worthy knowing that many overseas call centers including once from India serves major U.S companies well.

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The Benefits of using Outbound Call Centers for Outbound Telemarketing

Even in the midst of today’s tough economic times, outbound call centers are one of the highest ranking and popular of industries. Small and large businesses are benefiting financially in more ways than one from the results produced by outbound telemarketing.

Outbound call centers take the time and resources to perform the hiring process so the client doesn’t have to. Extensive testing and background checks are completed prior to acceptance and hiring of qualified individuals to work for outbound call centers. Agents also continually receive further training through educational seminars and webinars to become skilled telephone professionals who are prepared to handle every type of customer. This enables outbound call centers to offer only the most extensive experience in outbound telemarketing.

The benefits of an outbound call center for businesses are numerous. Clients see decreases in the expenses normally paid to employees and overhead costs while increasing profits.

Qualified agents of outbound call centers are either employees or individual contractors. Clients pay the outbound call center for the customized program. The outbound call center is responsible for paying employee taxes, wages, workman’s compensation, and insurance since the agents work for the outbound call center.

Outbound call centers define the client’s objectives and customize programs to meet the needs of the client. Tailored software reduces operational and overhead costs and improves customer satisfaction. Outbound telemarketing is more efficient, effective, and meets or exceeds service objectives. Outbound telemarketing increases operating performance, sales and profits, and the number of appointments and leads. A larger customer base is achieved by reaching more potential customers on a national or even world-wide level. Outbound call centers provide clients with statistical reports in a customized format.

Though only the most professional outbound telemarketing agents are employed, the outbound call center continually monitors their agents to promote responsible outbound dialing practices. The outbound call center plans, monitors, and manages quality services for clients and responds quickly to any needed changes. Outbound call centers tape record calls for audio monitoring and also for the client’s records.

Outbound call centers strictly adhere to and enforce the Federal Trade Commission’s telemarketing sales rules concerning disclosures and misrepresentation by telemarketers. The use of automatic telephone dialing is regulated according to the Federal Communication Commission’s Telephone Consumer Protection Act of Governing Unwanted Telephone Solicitation. Proper Do Not Call (DNC) procedures are also in effect according to the National Association of Securities Dealers (NASD) Rules of Fair Practice, Rule 3110 concerning the Do Not Call list. Confidentiality of records and client information is understood and adhered to by the outbound call center and all outbound telemarketing agents.

Working as an outbound telemarketing agent is not for everyone. Outbound call centers employ only those individuals with the background, skills, and personality required to provide high quality service to clients. Agents must be able to handle every type of customer from the irate to the talkative. Agents must be able to take control of a situation while remaining polite and courteous to attain a positive result. Outbound telemarketing agents sometimes have to think quickly in unpredictable situations. Immediate results will be enjoyed by the client who chooses an outbound call center for their business.

Hoboken, NJ — December 1, 2004

e-Glue Software Technologies, a leading provider of call center productivity solutions, today announced that the company will continue its successful Web seminars for financial call centers. Hosted by Shay Grinfeld, CEO of e-Glue Software Technologies, these informative, complimentary sessions explore a variety of issues, strategies and techniques for increasing efficiency, profits and value in the call center.

On Thursday, December 16, e-Glue will host “Value? Profits? What’s Your Plan for 2005?” which looks at the mounting pressure within financial service-based call centers to slash costs, yet provide strategic value to the organization. The conversion of a traditional service center into a profit-making entity requires a great deal of sales training and re-training, which often sends operating costs rocketing. e-Glue’s webinar discusses how financial organizations can leverage their call base to convert service calls into sales opportunities by equipping agents with targeted, just-in-time sales assistance, while deploying strategies to maximize the efficiency of the call center through reduced handling times.

Webinar registration

To register for this web seminar, attendees can visit the Events page on e-Glue’s web site at http://www.e-glue.com/events.htm for a complete description of the Webinar and registration instructions. Or alternatively, contact e-Glue by phone at (201) 217-0022.

About Shay Grinfeld

Shay Grinfeld is CEO, U.S. Operations of e-Glue Software Technologies, where he is responsible for North American sales, marketing and product support. Prior to joining e-Glue, Shay was VP of Product Development at ALFY, an interactive media and education company. Shay holds a B.A. in General Studies/Computer Science and an Executive MBA from Columbia University.

About e-Glue Software Technologies

Founded in 1996, e-Glue Software Technologies is a leading provider of intelligent call center productivity solutions. e-Glue’s “just in time” performance support solutions are designed to address the needs of enterprises that utilize CRM or ERP systems-organizations such as inbound and outbound call centers-to handle complex tasks efficiently while using mission-critical applications. The company maintains offices in Hoboken, New Jersey with R&D facilities in Israel. For more information about e-Glue Guideline, visit the company’s Web site at http://www.e-glue.com or contact e-Glue at (201) 217-0022 or sales@e-glue.com.

Copyright (c) 2004, e-Glue Software Technologies · 79 Hudson St. Suite 506 · Hoboken, NJ 07030 · (201) 217-0022

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Phillipsburg, NJ — December 4, 2003

Kitchen Magic, Inc. founded by Jost Fleck in 1979 and based in Phillipsburg New Jersey, was recently named Number One Nationally in the Kitchen Category by Qualified Remodeler Magazine.

Kitchen Magic, family owned and operated, specializes in kitchen cabinet refacing, an alternative to completely tearing out and replacing existing cabinetry. Â?We are very excited about this ranking,Â? commented company president, Brett Bacho. We all worked really hard to earn our customersÂ? business and to make sure every customer is a raving fan. It is gratifying for us to have that recognized.Â?

Kitchen Magic has doubled in size over the past five years, and in January 2003 the company relocated to new, expanded facilities on Route 22 West in Philipsburg, NJ. The new property houses the corporate offices, outbound calling center, cabinet manufacturing facilities, Corian® fabrication plant and shipping and receiving operation.

According to Bacho, one third of Kitchen MagicÂ?s business comes from word of mouth and referrals. Â?I think that fact itself says a lot about our company,Â? he added. Mr. Bacho also feels strongly that Kitchen MagicÂ?s Lifetime of Home Ownership Warranty also helps build customer confidence. Â?Customers are amazed by our warranty. That kind of peace of mind is priceless.Â?

Â?Most people are not planning to drastically change the layout of their kitchen,Â? Bacho explained. Â?Our refacing system can save customers up to 50% the cost of new cabinets; and our craftsmen completely transform their kitchen in a just a few days.Â? Sometimes all new cabinetry or additional cabinetry is the right solution. Kitchen Magic also manufactures their own line of custom cabinetry in their shops.

Qualified Remodeler Magazine, launched 27 years ago, began its annual list of leading industry firms one year later. The Top 500 recognizes Â?outstanding success among remodeling companies nationwideÂ?, and is determined by years in business, annual sales volume and business specialization.

Roger Stanley, Editor-In-Chief of Qualified Remodeler magazine noted, Â?Successful firms tend to be specialized. Business focus is importantÂ?the remodeling industry is more than repairing homesÂ?. at its core, remodeling is a people business.Â? Stanley added, Â? Qualified Remodeler recognizes entrepreneurs and owners who work to meet the needs and dreams of American homeowners.Â?

Kitchen Magic currently works in four states– New York, New Jersey, Connecticut, and Pennsylvania. For more information, Kitchen magic can be visited on the Worldwide Web at http://www.KitchenMagic.com or call 1-800-237-0799.

**Data for firms listed in the QR Top 500 is provided by companies and verified by independent accounting firms, certified public accountants, banks, and suppliers.

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Contact:

Renate Fleck

Kitchen Magic

Phone: (732) 821-2852

Fax:    (732) 940-3189

Email: Renate@KitchenMagic.com

MEDIA RELEASE

December 2, 2003

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LEWISTON, Maine — July 30, 2010

Crestline Custom Promotional Products, a direct marketing promotional products company known for its effective, economical product selection and effortless, stress-free ordering process, has announced that it will extend its operating hours in order to make it even easier for customers to find the right promotional products for their needs.

Effective Monday, August 2, Crestline’s friendly and knowledgeable certified promotional consultants will be available Monday through Friday, from 8 a.m. until 8 p.m., Eastern Time. The extended operating hours will allow Crestline to better serve its customers, particularly those doing business in the Pacific and Mountain time zones.

“Too often, east coast companies operate strictly on east coast time, but Crestline’s mission is to be available to all of our customers, wherever they are,” said Casey Wright, vice president and general manager of Crestline.

“We realize when it is 5 p.m. here in Maine, many of our customers in California or Washington are still in the middle of their workday. By keeping our phones open later, we’re ensuring that there is always a certified promotional consultant on-hand whenever our customers need us.”

Customers can speak with a Crestline certified promotional consultant by calling 1-866-488-4975. Crestline certified promotional consultants are not only trained to help customers choose the most effective promotional items for their specific needs, but also to help craft a winning promotion, from start to finish.

About Crestline:

Crestline is a direct marketing company offering an extensive selection of reasonably priced, quality imprinted promotional products. Primarily serving the business-to-business sector, Crestline’s highest objective is to provide superior customer service, making the ordering process as straightforward and hassle-free for clients as possible. By utilizing several marketing channels, including printed catalogs, an outbound call center and an easily navigable interactive website, Crestline has become a one-stop destination for custom imprinted products. For more information, visit www.crestline.com.

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Related Outbound Call Center Press Releases

Lewiston, Maine — July 26, 2010

Crestline Custom Promotional Products, a direct marketing promotional products company that trades on its easy, stress-free ordering process, recently retooled the search feature on its website in order to make online shopping as effortless as possible.

“Our aim is to make the purchase and deployment of promotional products effortless, effective and economical, so that businesses find new markets and make their brand more recognizable. Our new website search feature is just one way we make the ordering experience easy and enjoyable,” said Casey Wright, vice president and general manager of Crestline.

In addition to allowing customers to search among thousands of unique custom promotional products by keyword or item number, Crestline’s new search functionality allows website users to sort their results by price, the number of production days required, the minimum purchase quantity, material, and by whether or not the item is on sale or closeout. By narrowing their search results according to their preferences, customers will find it easier than ever to zero in on exactly the right promotional product to meet their needs.

If customers still don’t see what they’re looking for after using Crestline’s enhanced search feature, they can contact a certified promotional consultant by using the new online Live Chat feature, or by calling 1-866-488-4975. The products featured on www.crestline.com reflect just a small fraction of the hundreds of thousands of promotional items Crestline has access to through its network of thousands of suppliers. Crestline certified promotional consultants are not only trained to help customers choose the most effective promotional items for their specific needs, but also to help craft a winning promotion, from start to finish.

About Crestline:

Crestline is a direct marketing company offering an extensive selection of reasonably priced, quality imprinted promotional products. Primarily serving the business-to-business sector, Crestline’s highest objective is to provide superior customer service, making the ordering process straightforward and hassle-free. By utilizing several marketing channels, including printed catalogs, an outbound call center and an easily navigable interactive website, Crestline has become a one-stop destination for custom imprinted products. For more information, visit www.crestline.com.

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Related Outbound Call Center Press Releases

This a job update and a rant all in one.

Another job update. So much misfortune happened to me in workplace today, I thought I’d make a video.
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India ? An Ideal Destination for Offshore Inbound Outbound Call Center Services

India has been a hot and one stop shop for all call center services need of business established around the world. The 24/7 working methodology, inexpensive yet quality oriented and talented man power, multi-lingual agents come as added advantages along with the main course of outsourcing call center services.

Why industry leaders come to India for call center services?

Skilled, professional 24/7 quality customer support
Improved market penetration
Faster turnaround time for product development and new launches
Domain expertise and ability to handle varied industry verticals.
Rapid market response and action towards needs of customer.
Account alignment experience  

Advantages of hiring an Indian BPO that is just right for your business need can boost your sales and profits by decreasing costs per sales and offering services like up and cross selling.  Your call center vendor will be generating leads and appointments for you after filtering them through various parameters. The services of call center also increase the graph of satisfied customer agents by resolving their grievances and providing them support on 24/7 basis.  Also, your in-house team gets to concentrate on the core functions of business instead of focusing on time consuming business practices like appointment scheduling, lead generation etc.

There are four types of services provided by a typical Indian call center:

1) Inbound call center:

·         Customer Service and call flow handling

·         Phone Answering

·         24-Hrs Helpdesk and Technical Support

·         Emergency and Direct Response

·         Claims and Order Processing

·         Virtual Receptionist

·         Product Information

2) Outbound call center

These are call centers which make calls to people usually by IP phones or predictive dialers. Doing so, decrease the cost per call and increase the margin of profit.

Market Intelligence/ Market Research Surveys
Direct Mail Follow-up
Lead Generation/ Qualification /Management
Seminar Population
Product Promotion
Debt Collection
Info & Literature Fulfillment
Appointment Scheduling
Up Sell/Cross Selling Services
Customer Satisfaction Surveys

3) Non Voice

These services are can be web enables too that do not consist of voice process. These services can be mainly categorized as chat support services, email support, SMS  support services and all back office support services like data entry support

4) Web Enabled

These services require lot of research and delving into the wide space of www.callcenterinindia.net  Giving you a quick and prompt response, these can handle customer queries and complaints on 24/7 basis.

Data entry Support
Mystery shopping Services
Web chat & Email Support
Quality Analysis
Market Research Surveys

Find More Outbound Call Center Articles