Archive for the 'Virtual Call Center' Category
VIPdesk Continues Award-Winning Streak, Recognized for Business Growth, Resiliency, and Ethics
Alexandria, VA — March 13, 2008
VIPdesk, a pioneer of premium home-based contact center solutions and Concierge Services, has proven yet again the buzz surrounding and viability of homeshoring customer service jobs via an award-winning streak that continued when the company was added to the 2008 SmartCEO Future 50, and presented with the SmartCEO Resilience Award.
VIPdesk was recognized as a SmartCEO Future 50 Award winner due to the company’s consistent revenue and employee growth over the past three years. The Resilience Award recognized VIPdesk for peak performance in a challenging business or economic environment. VIPdesk received these awards on the heels of receiving the National Capital Business Ethics Award for its ethical treatment of clients, vendors, and team members.
“Since founding VIPdesk over 10 years ago, we have not only prided ourselves on forward-thinking business practices but also conducting business in an ethical manner,” said Mary Naylor, Founder and CEO of VIPdesk. “Receiving these honors has been proof positive that what we are doing is being recognized as a model for the industry to follow.”
VIPdesk is an innovator in the use of a home-based workforce, known commonly as “homeshoring”. In an uncertain economy, businesses look for the best manner in which to cut costs, and homeshoring has become the business solution of choice for companies that wish to manage costs while still maintaining specific attributes of their brand that their customers have come to expect–such as stellar customer service. There are estimated to be over 150,000 home-based customer service agents in the U.S. today, a number which is predicted to grow exponentially in the near term.
About VIPdesk
VIPdesk is the award-winning pioneer of home-based virtual contact center solutions for global brand leaders committed to enhancing their brand experience. Our best-in-class Brand Ambassador™ and Concierge screening and certification processes ensure that the most highly educated, experienced representatives serve as a seamless extension of their brand. Our proprietary quality assurance tools and processes ensure continually improving results; our stringent industry standard and PCI Compliant technologies ensure the most secure environment possible for client interactions. As a result, VIPdesk’s prestigious clients experience higher customer satisfaction scores, increased average order size and overall financial performance, while realizing an unmatched economic value.
VIPdesk is proud to serve more than 60 clients in the retail, financial services, travel, consumer goods and automotive industries. Founded in 1997, VIPdesk has been continuously recognized for its growth and innovation as a multi-year recipient of the Inc. 500, Deloitte & Touche “Fast 500” and the Stevie Award for Women in Business.
For more information, visit www.vipdesk.com.
# # #
Buy Mail Direct, Inc. Announces aggressive 4th Quarter Blitz for Automotive Dealers Nationwide
Granite Bay, CA — October 3, 2009
Sports fanatics know the 4th quarter is “Showtime!” It is the deciding quarter. Miss the whole game, change the channel, scream blow-out, whatever, but as long as there is a 4th quarter, Automotive Dealers have an opportunity to win. It’s the time Dealerships nationwide make the tough choices and must take chances to win.
Give it 100%, leave it all on the field, and leave nothing in the gas tank! A cliché? Maybe, but Dealers who have had a tough year, have a choice: End the year with “Staying Pat” or take some risk and attack the market with aggressive marketing and hard hitting messages. No matter what Dealers choose, one thing is for sure – the competition is not going to “play it safe” and “wait this one out”.
Fact: Toyota just announced a Billion Year End Push! The message is that “Toyota is going is on the offense,” a spokesperson said.
Fact: GM just launched a 60-day Money Back Guarantee to go along with their aggressive marketing and advertising campaigns. The new CEO said, “May the best car win!”
The National Automotive Marketing Experts (NAME) at Buy Mail Direct, Inc have prepared for this bout every time now for 23 years. “This is not the time for inexperience, since 1987 Automotive Dealers have invested over 5 million dollars in my companies which has resulted in the delivery of over 600,000 vehicles, generating about .6 billion dollars for our Automotive Dealer customers”, said CEO Todd Vowell. “Make no mistake about it, experience counts today more than ever”, he continued.
“While economic conditions presented challenges this year for the automotive industry, we maintained our focus on delivering customer satisfaction and providing solutions to our dealer customers to save money,” said Raeanne Vowell, chief financial officer at Buy Mail Direct. “Dealers are having record breaking results with our events right now.”
About BMD
Buy Mail Direct, Inc introduced the National Automotive Marketing Experts (NAME) division this year and delivered an arsenal of products and services including traditional direct mail with enhancements such as Email Blast, Personal URL’s, SMS Text, Social Media, Integrated Voice Response, Surveys, Virtual Call Center (Inbound/Outbound), 800 Call Tracking Numbers, and many other Digital and Social Marketing Services. Their creative minds have invented, created and perfected such events as the “Original Butterball Bonanza”, “The Certification Test Market”, and many others.
For more information please visit: www.buymaildirect.com
###
Angel.com Manages the Caller Registration System for Notify NYC
Angel.com Manages the Caller Registration System for Notify NYC
McLean, VA — July 14, 2009
Angel.com, a leading provider of on-demand business voice solutions, today announced its participation in the city-wide launch of the Notify NYC program, a citizen warning system that was created to enhance New York City’s public communication channels by distributing critical text and voice messages directly via the Web, e-mail and SMS text messages. Angel.com will manage the Interactive Voice Response (IVR) system to streamline the registration process for those who want to receive notifications from the City and also facilitate internal communications amongst City employees and work groups.
Accessing Notify NYC phone registration is easy. Citizens simply dial 3-1-1 inside of New York City, and request to register for Notify NYC by telephone. Callers then proceed through the IVR registration portal managed by Angel.com for the Office of Emergency Management. Entering a telephone number and a zip code is all that is required for registrants to receive notifications in case of emergencies. Multiple account management features enable registrants to add, change or remove additional phone numbers, zip codes and notification types.
“We are excited to be a part of such an important program for the City of New York,” said Dave Rennyson, President and COO of Angel.com. “Notify NYC gives people a chance to prepare for emergencies before they actually happen. By using Angel.com’s IVR technology, callers can easily become a part of this program so they can be automatically informed of any critical event.”
Backed by expert service and support teams, Angel.com empowers organizations of all types and sizes to build, deliver and manage customized, world-class IVR and call center solutions that meet the needs of their businesses and customers. In addition to providing caller registration systems, Angel.com’s on-demand voice technology is currently being used by more than 1,600 customers for phone surveys, virtual call centers, lead generation, CRM integration, among many others.
Additional information on the pilot program is available on the Notify NYC website http://www.nyc.gov/notifynyc.
About Angel.com:
Angel.com is a leading provider of on-demand call center and Interactive Voice Response (IVR) solutions, which enable organizations to quickly deploy enterprise-level telephony applications. More than 1,600 customers turn to Angel.com’s proprietary Voice Site technology to power customer service and marketing functions using intelligent speech recognition that can automate most phone-based interactions. Angel.com’s solutions are built on the Software as a Service (SaaS) platform and require no investment in hardware, software, or human resources, balancing the need for high quality communications with affordable pay-as-you-go pricing. For more information, visit http://www.angel.com.
###
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Top Ten Call Center Etiquette For Virtual Call Center Agents
Top Ten Call Center Etiquette For Virtual Call Center Agents
Top Ten Call Center Etiquette For Virtual Call Center Agents
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Home Page > Business > Customer Service > Top Ten Call Center Etiquette For Virtual Call Center Agents
Top Ten Call Center Etiquette For Virtual Call Center Agents
Posted: Apr 02, 2010 |Comments: 0
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Top Ten Call Center Etiquette For Virtual Call Center Agents
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 #2089853)
Article Source: http://www.articlesbase.com/ – Top Ten Call Center Etiquette For Virtual Call Center Agents
Technology has offered you the convenience to work from your own home. So why not grab the opportunity of working from the comforts of your home as a virtual call center agent? This article aims to highlight on the top 10 etiquette that a virtual call center agent should follow to get started with the job that entails quality customer service.
Listening to your callers:
The job of customer support stands crucial in every respect. Your way of customer support will be the key to determine the success or failure of any organization. Every single customer is important for a business. In this regard, hiring call center professionals means taking good care of your existing as well the targeted customers. In this regard, taking time to listen and understand to what the customers are trying to communicate proves to be a critical component.
When your callers know that you are listening to them, it becomes a lot easier for him or her to converse with a lot more ease. In the process, the callers feel respected and important and this is how high chances for an overall success can also be marked.
Being aware of your tone:
The tone you get to speak with all your callers also stand important, making it another crucial component to the call center agents. Be upbeat and enthusiastic, whenever you handle or attend calls. Callers are sensitive and can never miss a bit of frown in your tone. They are more likely to react in a positive manner if your voice sounds to be inviting and happy.
Ask questions to show that you care for your caller’s needs:
Making inquiries also make your callers feel that you care for them. Ask questions and avoid the dead space when you try to look up to offer more information for the consumers.
Giving attention to the callers:
Ensure to drop everything else that you may be doing in order to offer undivided attention to all your callers. This usually means no checking of personal mails, no side conversation and no reading of magazine or book when you are actually supposed to take calls.
The callers will be able to detect the speech and tone immediately, if they feel that you’re distracted and giving them the required priority. In order to offer higher customer service, the callers should be focused and always working to meet their ends.
Speak with clarity and precision:
Speaking through a headset or microphone can distort or muffle your voice. Nothing can be more annoying to the consumers than conversing with the call center agents and in the process not being able to get them right. Taking extra care and speaking slowly can ensure all your customers to hear every word clearly.
Ensure that you’re knowledgeable and well-trained
Always taking the training seriously and do keep data sheets and handy documents near you so as to help you to get through the difficult calls. You can even review all your training materials occasionally to enliven your memory, ensuing that you are following the company policies accordingly when attending calls that comes straight to your way.
Retrieved from “http://www.articlesbase.com/customer-service-articles/top-ten-call-center-etiquette-for-virtual-call-center-agents-2089853.html”
(ArticlesBase SC #2089853)
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.
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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.
ReachForce Gaining Rapid Customer Acceptance Amongst Leading High-Tech Companies
Austin, Texas — June 14, 2006
ReachForce, Inc. a worldwide provider of marketing automation technology and services for role-based customer and prospect data, today announced they have signed up more than 40 customers since the company’s inception in October 2005. Customers include TippingPoint, Troux Technologies, salesforce.com, Eloqua, Pavilion Technologies, Uplogix, MirageNetworks, NPD Group. The rapid adoption of the ReachForce’s services (SaaS – software as a service) by industry leaders validates the growing market need for business-to-business companies to streamline and measure the effectiveness of their direct marketing and sales prospecting initiatives.
Businesses that are implementing and using CRM solutions like salesforce.com are looking for highly targeted data to drive their marketing and sales initiatives. ReachForce enables B2B sales and marketing professionals in these companies to build high quality role-based custom prospect databases – putting an end to time and money wasted from using title-based lists.
As noted in a recent MarketingSherpa article, Why Lower-Level Managers Are Better Leads than VPs and C-Level Execs, “If you buy lists or leads and say ‘I only want decision makers with purchase authority,’ you’re leaving a ton of the best leads on the table…mid-level managers and line-of-operation staff are the ones actively involved in consideration and purchasing activities. This means they are far more ‘qualified’ as leads and further down the sales pipeline.”
“Today’s marketing professionals are being held accountable for generating revenue and ensuring lead-generation programs result in customer acquisitions and wins. Gone are the days of keeping your job and only being right three percent of the time,” said Suaad Sait, CEO of ReachForce. “Our customers see real value in the customized and targeted data ReachForce delivers and are dramatically improving the effectiveness of their sales and marketing efforts by targeting and reaching the right person for their solutions.”
About ReachForce, Inc.
ReachForce, Inc, based in Austin, TX, is a privately held venture backed company. The company offers revolutionary services to help marketing and sales professionals get in front of the right individuals quickly and cost effectively. Using an automated technology platform and worldwide virtual call centers, ReachForce identifies individuals based on roles and responsibilities, not just titles. These role-based custom contacts enable marketers to increase results 20 to 30 times for every dollar spent and sales teams to concentrate on highly qualified prospects resulting in increased sales in less time. For more information on ReachForce, please visit www.reachforce.com
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DSC Announces New Wizard Predictive Dialer and Softphone for Local and Virtual Call Centers.
— March 5, 2005
Database Systems Corp. (DSC) has just released its new call center predictive dialer and softphone application software. The Wizard system starts at under K and is a complete, inbound / outbound phone system for small call centers. Systems can be expanded easily for growth into larger call centers that support hundreds of phone agents.
Features included in this system are FTC compliant DNC (Do Not Call) phone list verification and automatic opt out features not available with most predictive dialers. The Wizard system also includes a comprehensive list management system. Additional options include inbound functions such as ACD (automatic call distribution) and IVR (interactive voice response) which can operate concurrently with predictive dialing campaigns. Call recording is also available for quality assurance and call monitoring. Voice broadcasting capability can also be added to this comprehensive phone system.
The DSC softphone is a desktop program that allows user applications to interact with the Wizard phone system. Applications can accept and make phone calls with screen pop of information about the caller. This softphone can be embedded in existing applications written on PCs or can be embedded in web applications. Information about this softphone and Wizard phone system can be viewed at our www.databasesystemscorp.com/pssoftphone.htm web page.
The Wizard phone system and softphone application work in conjunction with local call center agents as well as telecommuting phone representatives that are working from home. This feature greatly increases the potential pool of qualified call center agents. Information regarding this technology can be found at our www.databasesystemscorp.com/psvirtualcc.htm website.
The Wizard phone system and softphone application software are ideally suited for marketing organizations including mortgage telemarketing, debt collections, and a wide variety of business applications.
About Database Systems Corp. DSC was founded in 1978 and provides products and services for the call center industry. Products include business phone systems, computer telephony products and CRM application software. Further information about DSC can be found at our website – www.databasesystemscorp.com. EasyIVR is our service division and provides call answering services and voice message broadcasting. This service is fully described at our www.easyivr.com website. For our emergency broadcasting service, visit www.911broadcast.com.
# # #
Five Qualities Of A Good Virtual Call Center
Five Qualities Of A Good Virtual Call Center
Five Qualities Of A Good Virtual Call Center
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Home Page > Business > Customer Service > Five Qualities Of A Good Virtual Call Center
Five Qualities Of A Good Virtual Call Center
Posted: Feb 01, 2010 |Comments: 0
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Five Qualities Of A Good Virtual Call Center
By: Kurt Duncan
About the Author
TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
(ArticlesBase SC #1807867)
Article Source: http://www.articlesbase.com/ – Five Qualities Of A Good Virtual Call Center
If you’ve decided to outsource some of your business calling to a virtual call center, you’re definitely not alone. These days, more and more businesses of all sorts are finding that it is more efficient and cost effective to outsource calls of certain types. Before you sign up with just any call center, though, it’s important that you find one with the right qualities so that you know you’re getting the best service possible. Here are five qualities that would make any center a good choice for you.
First off, it’s a good idea to ensure that your calls are going to another location within the United States. There are two reasons for this. One reason is that outsourcing within the United States helps the economy that you rely on for support by creating more American jobs. The second reason is that native English speakers from the United States will be easier and less frustrating for your customers to understand.
Secondly, you should be sure that the virtual call center you choose can handle a high call volume without putting your customers on hold for ages. Many call centers will tell you their average hold time, but you should also look at the average workload of individual representatives. Those who are forced to juggle too many calls at once will be more likely to leave your customers on hold for frustratingly long periods of time.
Thirdly, be sure that the call center you choose is going to be cost effective. While it may seem like outsourcing to a foreign country will be more cost effective because it’s cheaper, this practice may actually lose you customers, so it ends up being less cost effective. Check out the prices of a few different services before you decide which one to use.
Fourthly, check the privacy policies of the canter that you’re considering. It’s important to you that your customer’s personal information be protected, but this isn’t so important to some centers that can turn an easy dollar selling information about the people you depend on to make a living. Carefully check privacy policies before deciding on which virtual call center to choose.
Finally, choose a service that will give you protection against disasters. Sometimes you can transfer some of your calls to a call service on a normal day, but if you choose a service with a disaster plan, you can continue to take calls even if your actual business building is incapacitated by a hurricane, tornado, or other natural disaster.
Retrieved from “http://www.articlesbase.com/customer-service-articles/five-qualities-of-a-good-virtual-call-center-1807867.html”
(ArticlesBase SC #1807867)
Kurt Duncan –
About the Author:
TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
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Google has released a news reading service called “fast flip.” Fast flip is designed to make it easier to read newspapers and magazines online. The pages load quickly because advertising and other content that slows loading has been removed. You can move quickly through the content which is organized in a variety of ways. (01:45)
When Should You Call an Electrician
“How can I brighten your day?” That’s how About Town Electric’s client care manager Aprile Chalmers always answers the phone. The electrical contracting company she represents makes customer service a priority, going so far as to literally lay out a red carpet at customers’ homes.
(04:53)
Getting Started with Yuuguu – #5 – Conference calling and More in Yuuguu
Yuuguu gives you the ability to contact all your friend, share your screen, give control of your PC, and so much more. You can use it to do online conferences, audio sessions, and much more.
(02:21)
Disaster Recovery Services for Medical Professionals
In a medical office, disaster recovery services are very essential to provide clients with customer service backup in all conditions, which helps customers, have faith towards the company. Disasters can happen anytime anywhere so it’s necessary at least for the people in the medical field to stay prepared for such situations.
By:
Kurt Duncannl
Business>
Customer Servicel
May 25, 2010
Is Your Telemessaging Service a Threat to Your Customers?
Communications is the key to success in any business. If you are unable to answer your customers and clients’ phone calls, then they will find a company that can. Therefore, you need to ensure that you have the right communication infrastructure to ensure success. For more and more businesses, this means making use of an outsourced telemessaging company.
By:
Kurt Duncanl
Business>
Customer Servicel
Dec 22, 2009
While email is used at incredible rates, people still rely on the telephone for the most important things in life. This means that your business has a need to have a telemessaging service. Your options are to make this a position at your firm or to go ahead and outsource the service.
By:
Kurt Duncanl
Business>
Customer Servicel
Mar 22, 2010
Use a Phone Answering Service for Order Processing
Telemessaging or phone answering services are most often thought of as a service to answer your phone when you’re not available. However, these services have expanded their service offerings to include appointment setting, disaster recovery solutions, customer service, and even order taking and order processing.
By:
Kurt Duncanl
Business>
Customer Servicel
Jul 21, 2009
A Telemessaging Service Helps Your Business Thrive
What can a good telemessaging service do for your company? As a business owner, you know just how important it is to make sure that you are always able to keep in contact with your clients and customers, and one of these services can help you do that.
By:
Kurt Duncanl
Business>
Customer Servicel
Jun 15, 2010
Add Hours to Your Day with a Telemessaging Service
There are never enough hours in a day for a person to get all the work they want done, completed. Outside factors they do not expect interrupt both personal and business schedules on a daily basis, multiple times. In a business setting, this happens all too often and can result in lost sales and unhappy clients.
By:
Kurt Duncanl
Business>
Customer Servicel
Dec 07, 2009
Technology and Modern Answering Services
Imagine being a physician with a large number of patients, a few different offices and numerous full-time and part-time staff to manage. You would more than likely have a laptop computer, cell phone and other mobile devices that kept you in constant contact with everyone, particularly office assistants and nurses.
By:
Kurt Duncanl
Business>
Customer Servicel
Jun 17, 2009
The Four Best Traits of a Quality Answering Service
When you begin looking for an answering service that will meet the needs of your business, then you will want to look for certain traits. These qualities will point you in the right direction to find a professional and helpful call center that will go above and beyond to provide you with the service your business deserves.
By:
Kurt Duncanl
Business>
Outsourcingl
Sep 30, 2009
Nokia has been the trustworthy choice for many people through uncompromising years of service and quality with its products.
By:
Edan Foxl
Business>
Customer Servicel
Dec 05, 2010
If you want to gift your child something special this time, then what better than Nitrotek radio controlled truck or cars.
By:
Edan Foxl
Business>
Customer Servicel
Dec 05, 2010
Christmas is the time of celebration and be joyful, not to forget time to exchange gifts and let your loved ones know that you care.
By:
Edan Foxl
Business>
Customer Servicel
Dec 05, 2010
Funeral is a ceremony to remember the one who has left for heavenly abode and it is a sad occasion for all the loved ones for sure but there are necessary arrangements which needs to be taken care of in these times as well.
By:
Edan Foxl
Business>
Customer Servicel
Dec 05, 2010
Computer Games in today’s world are like hot cakes. It doesn’t take time for the release of the games that it is sold off from the shelves.
By:
Edan Foxl
Business>
Customer Servicel
Dec 05, 2010
New owners of pub to invest in glazing refurbishment
Business owners have many responsibilities and, in terms of their premises, glazing maintenance and glazing refurbishment are often two of these.
By:
Ronald Krestenl
Business>
Customer Servicel
Dec 05, 2010
The difference between Realtors and real estate licensees
If a licensee wants to be a professional in real estate, they need to become a Realtor. That is a term used for members of the National Association of Realtors. It means that a licensee has met certain requirements to become a member and that they hold themselves accountable to a standard of ethics.
By:
1NaplesRealtorl
Business>
Customer Servicel
Dec 04, 2010
Car carrying is a common service for those who are going to the military and are being stationed away from home. If you can’t drive your vehicle to your new destination, you can hire car carrying services to move your car from place to place safely. This helps protect your vehicle from the normal wear and tear of traveling and saves miles for those who don’t want to place miles on their cars.
By:
Shaun Fraterl
Business>
Customer Servicel
Dec 04, 2010
A Call Center Can Be A Good Thing
It’s not likely you think of anything good when you think of a call center. In general, people associate call centers with rude representatives, constant calls from telemarketers, and automated messages from robotic operators.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 29, 2010
An Answering Service Could Be the Solution
Though it may not initially be a problem, many businesses have a hard time keeping up with customer’s calls as the business grows – Particularly when running a business in the medical field such as a doctor’s practice or dentist’s office.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 29, 2010
A Live Answering Service Could Be a Life Saver
Anyone who manages or runs their own business is likely to agree: it’s hard work, and it’s a twenty four seven job. However, you’ve got to close sometime, and that means that customers who call after hours are greeted with an answering machine – which in turn means tons of messages that you have to go through each morning.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 29, 2010
Nurse Telephone Triage for Urgent Matters
As your medical practice grows, the number of calls you get will increase as well. If you’ve already hired a medical answering service to help you handle your high call volume, you’ll already know the benefits it can have for your office. Making sure your patients are taken care of around the clock is crucial to their wellbeing.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 15, 2010
The Benefits of a Medical Call Center
If you have a busy medical practice, the welfare of your patients is your top priority. Making sure they have access to the help they need around the clock could be difficult on your own. One of the best solutions today is a medical call center.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 15, 2010
How Can a Physician Answering Service Improve a Busy Practice?
When you are flooded with patient calls throughout the day, it can be difficult to focus on the day-to-day operations of your practice. Today, there are many options that can ease the burden of incoming calls so that you can focus on more urgent matters.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 15, 2010
Using a Medical Call Answering Service for Your Growing Practice
If you’re wondering how to meet the growing needs of your busy practice, a medical call answering service is a great option. When your staff is busy helping patients in your office, you can have a service that will make sure incoming calls are answered.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 08, 2010
A Live Answering Service to Boost Your Customer Service
A busy medical practice can be inundated with incoming calls, making it difficult to give the level of service you need to keep your patients happy. The cost of hiring new staff to handle calls can be impossible for a growing business to afford.
By:
Kurt Duncanl
Business>
Customer Servicel
Nov 08, 2010
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TeleMessagingUSA provides professional answering services to companies looking to improve their customer communications. TeleMessaging USA has been providing telemessaging and business answering services to businesses for more than 15 years and provides after hours, weekends, holiday and peak answering services.
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Virtual Call Center To Solve Outsourcing Issues
— November 4, 2004
The trend of outsourcing inbound and outbound contact centers the past few years have become a billion dollar industry, the main issue here however are the growing acceptance by companies to move their outsourced contact center offshore. The large numbers of Filipino English speaking personnel, Indian technical expertise, and very low cost Chinese labor have proven to be a worthwhile management decision for a lot of industries.
There is no need to discuss the advantages of outsourcing contact centers when even the government itself has begun outsourcing a lot of their public service lines to outsourcing companies. The main discussion right now is how to manage the cost of the outsourcing business on the technology side in the meantime maintain the level of quality control level on the personnel side.
Outsourcing companies normally have technologies geared toward achieving this goal. The price for telecommunication hardware and equipment has been the main financial concern of most contact centers especially the outsourced ones.
There are also issues of connectivity, IPL reliability, and proximity to skilled workers. Positioning contact centers to highly skilled areas reduce the impact of having cheap labor by having additional costs on office maintenance and salary competitiveness.
If such a technology where a contact center queue can be routed to anywhere in the world at anytime even to a mobile phone, will it solve issues. To some it will. If such a technology exists and in spite of having agents work remotely from a contact center itself, will it resolve such issues? Maybe it does. If the technology still allows you to manage your agentÂ?s skill routings, live queue management, live quality control monitoring and call recording? Will that reduce the loss of quality control? Probably.
If the extra budget due to the reduction of sophisticated hardware and brick and mortar office are spent on US quality voice and not VoIP IPLs? Will that make the phone quality better? Most likely.
In the end, the virtual contact center technology has created as much questions as it has answered. It has solved a lot of problems yet created new ones. But arenÂ?t these factors the same issues when outsourcing is still an infant? These are the same concerns when a company decides to go into cyberspace. History has proven that it may not be for everyone, but if itÂ?s for you. The impact to your business is enormous.
The technology is already here. It is ready, It can do inbound and outbound from anywhere in the world to anywhere in the world. Monitor and manage real time anywhere in the world. The real question is. Would your business model benefit from having such technology on your side?
I guess it would.
By Carlo Caparras
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