Asia Telecom - ContactCenterWorld.com Blog Page 2
Page: 1 | 2
Growing businesses have multiple requirements on the front office and the back office needs. The call centers are a proven tool for both sales and customer service. However, the use of call centers is not just restricted to these two functions. Call centers can play a vital role in customer maintenance, collections and B2B network development.
The benefits and need for call centers is well established by now. However, it is important to select a right partner that gives your that efficiency edge as well as the dependability.
Once you think and decide that your business requires the assistance of a call center, you should consider a number of factors which help in selecting the call center that provides the best services for your needs.
Factors to Consider While Selecting a Call Center
The following factors help you select a suitable call center that works out best for your business.
Mapping of Service with Experience
There are different processes within a call center likes sales, customer services and collections to name a few. The dynamics for each service is very different and hence it is important to map the strengths and experience of your prospective call center for each of these processes.
Service industry businesses have a huge set of queries that may present themselves, requiring toll free customer service or 24 hour live help desk support to ensure the customers are provided with good assistance to save their time and money. No customer likes to wait for a long time on the phone. In such cases, call center services play a crucial role in resolving the issues of customers. Inbound Call Centers offer you an abundance of services for businesses of any scale.
Hence for requirement like customer service above it becomes pertinent to check whether the call center has done a similar mandate successfully and whether it pertains to your core Geography, Industry and whether the call center has worked with the response parameters that you have in mind. Mapping of requirments with experience will reduce the teething problems and it will crash the learning curve of the outsourcing project as a whole.
2. Right Location
The location is an important factor in making a choice. Each Geography brings an expertise for eg) Philippines has an excellent talent pool for English speaking voice proceses while India has a large pool and expertise for Knowledge Process Outsourcing. Location is hence incredibly important because it indicates various aspects of your decision. Besides the location can also be governed by either strategic or sometimes regulatory directives pertaining to nearshoring or off shoring of the process. Last but not the least, the location also makes difference in the costing of manpower.
Image Credit: ccicareers
Publish Date: November 25, 2015 5:00 AM
B2B Telemarketing is a wide collection of services designed to enhance brand awareness and to generate new leads and opportunities via direct communicative conversations with potential customers. B2B telemarketing services may adopt outbound cold call conversations approach in line with telesales, but each call possesses multiple purposes that include appointment setting for inner sales teams, market research and polling, lead generation, segmentation and qualification, customer feedback and retention and finally turning leads into opportunities. Before embarking on B2B telemarketing scripts, one should be very clear about the objectives and ensure that it’s part of a multi-channel campaign, which fits your strategy. This telemarketing is primarily a marketing strategy, which is conducted via the telephone. Here ae the 6 major facts that impact the success of your B2B telemarketing campaign.
6 Major Facts for Better B2B Telemarketing Services
Here you can check out the 6 major facts that reflect the growth of your B2B telemarketing company.
1. Know Why You Should Use Telemarketing
You can certainly use the phone to create business leads and close deals – which is basically telemarketing, but you should understand why it’s needed and what benefits you can get. Gaining leads and sales telemarketing can raise brand awareness and provide great market value.
2. Recognize Your Prospects
A proper understanding of different types of organizations and the individuals within the organizations will help you in taking quick decisions related to your offers, influencers and budget holders.
3. Do The Right Data Funneling
Getting the right data is the foundation of all B2B telemarketing campaigns. It is thus very critical to funnel down the market by mapping it correctly with your direct target market. ‘Customer survey’ using the telemarketing is one of the methods to build the funnel and then there are lots of industry specific databases that are available now. With penetration of social media, there are lots of professional social media portals like LinkedIn that can be used for funnelling of data. The time spent on creating the right data set is like a time spent on sharpening the axe before cutting the tree
4. Good Transactions
Business to business telemarketing can involve appointment setting as explained above or it can also entail closure of deals in form of e-commerce transactions between businesses such as a wholesaler and a retailer or between a manufacturer and a wholesaler. Here it is thus vital to ensure that the customer experience is professional and all the terms of the transactions are explained in details to avoid any kind of an information gap
5. Avoid Recurrent Mistakes
At a B2B telemarketing company, one should be well-experienced in picking up the root causes of badly managed B2B outbound campaigns. Note the pre-requisites that have to be considered before you embark on a new campaign.
6. The Right Approach
It’s better to avoid the use of B2B telemarketing scripts. Many sales and marketing professionals believe that using a script will ensure your call which is carried out in the best possible manner. But quality sales cannot be achieved using a script. It can only succeed if there are fluid and constructive conversations. This is easier said than done. This thus involves right recruitment, excellent training mechanisms and also a strong need for on the job improvement in knowledge of the telemarketer. There should be clearly well defined rebuttal strategy that can serve as a back up to the agent. The call escalation and intervention of senior team leaders is important in B2B campaigns
The above major facts help you generate more leads and improve your B2B appointment setting campaigns through business to business telemarketing. This in turn, elevates your business revenue to a great extent.
Image Credit: cdn2.business2community
Publish Date: November 19, 2015 5:00 AM
BPO stands for Business Process Outsourcing, which has become a important component of managing costs and efficiencies in business organizations nowadays. A BPO company is usually contracted to handle typically non-primary commercial activities and functionalities as a third party service provider. This BPO, Business Process Outsourcing falls under the a wider umbrella called as Information Technology Enabled Services (ITES). Therefore, a vast number of companies around the world have come forward to provide the essential services to BPO International clientele. Know the leading BPO companies in the world.
List of large BPO Companies in the World
BPO companies have grown significantly in recent years, providing a much needed helping hand to customers worldwide. Here is a lisitng of some of the large BPO companies in the world.
Genpact is a top BPO company that includes India-based business process operations for GE Capital. It is one of India’s best BPO firm.
Capgemini is a leader among the BPO companies around the world and is the French IT company that provides professional services for more than 40 companies around the world.
CBRE occupies the fourth place among the biggest BPO companies. It is a US based company located in Los Angeles. It excels in promoting real estate services such as project management and property sales.
Infosys BPO Company was set up in 2002. This company does outsourcing services for nearly 125 clients across the world, with over 21,400 employees.
It is an Ireland-based global management consultancy and technology service company. It is the biggest leading BPO Company in the world with the largest consultation firm globally.
6. Wipro Technologies
It is a well-reputed company that provides top class BPO services along with IT services and consultation. This BPO company also manufactures a vast range of beneficiary equipment’s such as Wipro desktops, servers, and notebooks.
7. HCL Technologies
It is a globally reputed BPO company that provides infrastructure services along with business process outsourcing and IT services. It is well known for providing excellent services to international clients as well.
8. TCS BPO
It is one of the leading players in the Business process outsourcing industry. It offers services in fields such as Banking, Finance and Accounting, KPO, HR outsourcing, Healthcare, Telecom, and Insurance.
9. Aegis Limited
Aegis is one of the leading global business service providers of customer experience management. It is a famous Business process outsourcing (BPO) company known across the world.
Convergys is a world class customer management firm with more than 125,000 employees globally and it is based on Cincinnati, Ohio
Other big BPO companies like IBM, Cognizant, Stream Global Services, ISS, NCR, EXL service Holdings, Transcosmos, Sitel, Quatrro and many others perform high-tech service programming and render their global economic services to customers.
Image Credit: info.shine, media2.intoday
Publish Date: November 19, 2015 5:00 AM
Outsourced call center services are an essential part of any type of business. Call centers are one of the most important human aspects of customer service and deal with customers effectively and empathically. Sometimes, staying focused on your company’s core competencies can often leave you without time to manage and handle your call center operations – emails, live chats or telephonic calls. In such cases, outsourced call center services can help the customers right away to solve their issues, build your presence and give you a good platform to handle new products or services. The kind of experience the customers have with a call center can have huge impact on the reputation of the company. So many companies choose to outsource their call centers for several reasons including cost, training and to accelerate the company’s growth.
Apart from the customer service dimension, the call centers have been a proven model for accelerating growth through outbound sales for both B2C and B2B segments.
Top 5 Reasons to have Outsource Call Center Solutions
Outsourced call center services keep the lines of communication open and benefit your organization by improving customer satisfaction. Here are the top 5 reasons to get the right outsourced call center.
1. Reduced Costs
Usually, an in-house call center requires massive investments for facilities, staffing, operations, and equipment. But by outsourcing, you will only have to pay for the services needed on a transactional basis or hour work basis and it can also be outsourced to a lost cost destination thus bringing in a big arbitrage in wages.
2. Excellent Scalability and Flexibility
As call volumes often rise and fall (could be due to seasonality or new product launches or due to service issue), the outsourcing process can manage the fluctuations of calls with multiple clients and also minimize your cost-per-call. An efficient outsourced call center can be a right partner to manage this factor.
3. Approach to Specialized Industry Knowledge
By outsourcing services, you can tap quickly into proven strategies and valuable vision that come from extensive experience. Your customer support service undoubtedly benefits from specialized industry knowledge.
4. Getting rid of upfrom capex
By outsourcing to a professional call center, as a client you can avoid the upfront capex and also the setting up turn key project that is required to set up a outsourcing hub.
5. Avail 24×7 Services
All the customers like the convenience of getting in touch with your business through email, phone or chat at any time of the day. An outsourced call center can provide 24/7 services for the whole seven days a week at a much cheaper cost.
Quality monitoring of services and access to the latest updated technology adds a great strength to your outsourced call center services. There’s no doubt that outsourcing your call center services to an established and experienced organization can save your money and valuable time.
Image Credit: bellovista, anser, indotel.net
Publish Date: November 18, 2015 5:00 AM
Telemarketing services have been proven to be an extremely efficient and effective tool for enhancing sales numbers, upgrading customer services, cross selling, implementing new promotions, providing good customer care and highlighting customer relationships. Top telemarketing techniques provide an informative, packed resource for all sales professionals. Telemarketing services offer better expert insight and proven strategies by using the telephone as a powerful and advanced sales tool. Let us get a brief idea about the telemarketing techniques required by any organization.
Top 5 Telemarketing Maintenance Tips
Telemarketing is a highly affordable and time saving factor for most forms of sales and marketing sectors for any organization. These 5 telemarketing techniques offer efficient solutions for utilizing the resource that is the telephone to close more sales and generate higher revenues.
1. Collect Useful Business Intelligence
Your decisions have a big impact on your business growth. Every call cannot produce the desired results. But every call is quick opportunity to grab valuable data in terms of target market and geographical mapping. A good telemarketing unit must have the ability to map the potential market through business intelligence and telemarketing analytics. The focus can then be put on the geographies or industries that show better traction for the product in case.
2. Decide Outsourcing Versus In-sourcing
Remember that in-house telemarketing can be expensive and time consuming as it requires a dedicated team and an added source of management to oversee their consistent efforts. But an outsourced call center employs intelligent, business savvy, highly trained business development specialists for dealing with the calls.
3. Integrate with Multi-channel Marketing Blend
Nowadays, marketing blends include email and internet marketing, direct mail, trade shows, webinars, seminars, telephone and field sales. Integrating telemarketing with your blend of multiple media helps you get better lead quality and enhances closed deals. Nurturing programs and marketing automation make the marketers more efficient and effective, but there comes a time where the online interaction comes to an end and the only thing to do is get on a telephone call. It is no longer about a monotone but a well-defined multi engagement strategy.
4. Create Ongoing Refinements
Each and every call or customer touch point in a multi-channel marketing strategy provides the opportunity to gather good data and feedback. Usually, ongoing adjustments or refinements can immediately enhance program performance and should be ongoing throughout the entire life of the program.
Setting top goals and establishing practical expectations are paramount for the success of outbound telemarketing programs. Moreover, telemarketing is a numbers game. It is all about multiple bases touched with decision makers to build up and maintain relationships on a long-term basis and across multiple sales phases.
5. Focus on People
Telemarketing is a people intensive business. The motivation and right kind of sales incentive create a strong basis for outperformance. The enablers have to be put in place to ensure success in form of qualitative control, right database and refresher training’s to give the human capital edge to the telemarketing enterprise. Other than the work, it is now getting increasingly important to have right retention strategies to hold on to productive employees. The organizations are now coming up with non-traditional incentives to ensure a long run with the employees.
Image Credit: dma.org.uk
Publish Date: November 17, 2015 5:00 AM
With the popularity of Internet the ways of manage customer expectation has undergone a paradigm shift. Customers are more likely to read online reviews, check out social media pages and interact through online resources before making the right purchase. This indicates that you cannot ignore online customer service touch points – especially through social Media. Social Media has changed the way businesses manage their customer experience and has become a reliable platform where customers reach out for their services over multiple social networks. Social networking sites enable the customers to spend their quality time and money to reach out to correct services. It’s a fact that social media has opened the door to a whole new world of marketing and sales, which is an incredible concept for businesses. Check out the 5 Tips that will help you improve your company’s customer service skills through social media networking.
Top 5 Tips to Improve Call Center Customer Service through Social Media
True customer service always leads to greater loyalty and increases your sales. So here are the top 5 tips to improve your customer service through Social Media.
1. Possess Dedicated Customer Service Channels
Use your business profile for customer service enquiries and also maintain a dedicated call center answering service channel that gives the customers clear direction on getting right solutions to their problems. One of most cost effective method is to deploy web chat for addressing initial queries and in a chat format one representative can potentially handle 3 to 4 queries in parallel unlike a inbound customer service which is one on one
2. Blog Up Your Service
You should always keep an informative and updated blog in order to share relevant and truly interesting content with your followers. Using a customer service tag on your blog gives your readers a library of resolutions and issues in the form of FAQs.
3. Always Keep an Eye on Competitors
Remember to learn from your competition, whether it may be good or bad. The right monitoring of competitors for the same customer issues that you deal with will help you in finding new innovative ideas. Monitoring customer service streams before they reach your inbox helps kick out problems before their onset.
4. Be Proactive and Keep Your Ears Open by right mapping of keywords
Use social media monitoring software network to seek out potential issues faced by customers before they find their own way. Adding keywords like ‘problems’ and ‘issues’ to your software helps reach out to the customer before the situation gets out of hand. Your action indicates the way you care for your customers.
5. Respond Quickly
Usually, customers expect a quick response through social media channels. You should respond within 24 hours after receiving issues or complaints from customers. Quick response makes your real world customer service more effective and efficient.
Customer service will pay in dividends if your customers have positive experiences. Your social media networks encourages customers and in turn helps develop your businesses.
Image Credit: 1.bp.blogspot
Publish Date: November 16, 2015 5:00 AM
Business process outsourcing (BPO) is the subset contracting of a specific business task, to an outsourced third party at defined terms, conditions and performance indicators. The industry is largely divided into two parts – first being back office support that may include payrolls, billing, purchasing, technical support and front office which includes customer facing functions such as telecalling, customer support, web chat, email support to name a few. The BPO industry is undergoing lots of changes and many sub domains have emerged in last few years which includes legal outsourcing, creative process outsourcing and HR outsourcing (including recruitment’s) to name a few.
Usually, BPO services are established as a cost-saving tool for tasks that a company requires, however with evolution of the industry now the relevance also covers operational efficiency and managing scalability. In light of the above, the Business Process Outsourcing call center services have gained major significance, and the trend of call center outsourcing back office operations to centers in India and Philippines along with other major countries in Asia has become an important part of the overall strategy.
In general, the business processes are information technology based, which are referred to as ITES-BPO. Here ITES stands for ‘Information Technology Enabled Service’. Knowledge Process Outsourcing (KPO) and Legal Process Outsourcing (LPO) are other sub-segments of BPO process industry. If the BPO process is contracted outside a company’s own country, it is referred to as ‘offshore outsourcing’. Sometimes, when the BPO is contracted to a company’s neighboring country or countries that are close in terms of Geography, it is regarded as ‘nearshore outsourcing’, and the BPO process that is tied to the enterprise’s own country is referred to as ‘onshore outsourcing’.
Significance and Importance of Business Process Outsourcing
The work is deliberatively performed by a group of people to make companies more profitable, valuable and competitive and to bring out a meaningful change in the business stream that benefits not only customers, but also employees and shareholders. Here are the three top highlights of BPO services.
1. Core Competence
The management of the company can focus on building a real competitive business by enhancing the integrated business process with better, faster and less expensive sources and competing more effectively in the global marketplace. Thus the company spends lot more time directly on developing the core competence.
2.Focus on Customer’s Need
The outsourcing call center team provides more flexible and extensive services to the client’s changing needs and requirements. This team continuously monitors the required information of the customer’s requirements. The outsourcing companies have developed specialized industry knowledge to cater to different industries. This brings the knowledge depth and outsourcing destinations like Philippines and India have thus developed a talent pool that understands the needs of the customer.
3. Enhancing the Shareholder’s Value
Business Process Outsourcing has a direct impact on improving the shareholder value. BPO, business process outsourcing helps companies gain more profits, leading to development in shareholder’s value.
4. Scalability and flexibility
The outsourcing industry brings a lot of flexibility to the companies in terms of scalability and flexibility. Other than cost savings and operational efficiencies as described above, the outsourcing helps in converting the capex into opex and the scalability can be managed on demand thus making it a flexible model.
It is essential for everyone to know the significance of business process outsourcing before allocating any task to a service provider. Check the nature of BPO services offered by various service providers and decide on a right BPO firm that you feel can meet your required specifications.
The evaluation of the outsourcing firm is a very important step as you are handing over a component of your business to a third party. The evaluation should have many parameters including experience, management strength, vintage, technology to name a few.
Image Credit: limtexinfotech, infosearchbpo
Publish Date: November 13, 2015 5:00 AM
India and Philippines have been at the frontline of the BPO services revolution and its firms have garnered an enormous market share of the BPO/Services market. In the present scenario, the domain of (BPO) Business Process Outsourcing, the countries that are competing with India & Philippines are Malaysia, Mexico and China while some of the near shoring countries like Puerto Rico, Gautemala and El Salvador are also gaining traction. These developed countries have faced several challenges just like the BPOs in India. However, the firms that operate in the BPO space in India face their own challenges as far as the execution of business is concerned. For instance, one of the foremost challenges faced by the BPO firms in India at present is the instability and the formless way in which infrastructure and logistics management are being involved. Read on for the main challenges that have been faced by BPO firms and improve the workforce intensively to promote better business.
The Main Challenges Faced By BPO Firms
The customary power outrages, poor traffic management and sometimes political instability in the form of strikes and disputes – are all factors which affect the operations of the BPO firms. It is because the sector needs to work 24/7, that it cannot afford any disruption of service. Therefore, the move by the BPO companies to campaign to the government on granting them the required services tag, so that they are not subjected to instability issues and can carry out their operations perfectly is a much needed one.
The second set of challenges deals with the increasing un-employment of the workforce. However, this is the case in which a majority of resource pool does not pass the main criteria for employment. So, BPO contact centre services are making efforts by connecting with management institutes and technology colleges to partner with the high IT/ITES advocacy bodies like NASSCOM to develop the skill set of the graduates and make them better suitable for the type of work that the BPO firms require. Bad media publicity which shows the adverse effects of working in BPOs is also one of the main challenges faced by BPO firms. Sometimes, the BPO companies cut their cost of resources or migrate to higher end work such as KPO, which also affects the workforce rapidly.
While sourcing of right candidates is a big challenge as explained above, the high attrition rate is yet another challenge which adds to disconituity, increased cost of recruitment and widens the scope of training.
To summarize, these are some of the main challenges that the BPO services in India face as far as operations are concerned. As nothing is permanent in business as well as in life, the BPO solutions in India should not be contented and strive to find solutions for the challenges and provide better services to the customers and clients.
Image Credit: mapsofindia
Publish Date: November 13, 2015 5:00 AM
Business Process Outsourcing (BPO) services are delegation of one or more Information Technology – intensive business processes to an external provider, which in turn owns, administers and manages the chosen process based on measurable and defined performance criteria. India and Philippines have developed into hot destinations for such services. The success behind this is mainly due to the fact that there is a quick availability of enormous resources which include English fluency, diligent and hardworking efforts provided by BPO Companies in India. BPO (Business Process Outsourcing) has entered a transformative phase by evolving through business technology, process and strategy to achieve prime time goals and ambitions. Let us know all about the future roles and strategies of BPO services.
The Future Roles and Strategies of BPO Industry Growth
Business Process Outsourcing (BPO) contact centers will be highly re-defined over the next 5 to 10 years. Instead of its historic and well-built role as a cost reducing tool, it can be viewed increasingly as a good means of delivering high-quality services and functionalities. The growth and development of a BPO Company will most probably be promoted by the transformation of technology. The best offerings will include highly sophisticated cloud computing services, social media platforms, business analytics and process automation software will help deliver far more advanced products and services.
There are certain regulatory issues, where European lawmakers are very keen to present stringent data management rules that will make agreements more difficult for both BPO services and their customers. Despite these stringent rules, the widely spread adoption of cloud services will surely continue with the higher availability of improved and cost-effective technology. This in turn, is quite relevant to BPOs transferring their services to the cloud from CRM systems. The best BPO solutions will optimize the value of service that they are able to offer their clients or customers.
The Penetration of Robotics
The next decade will be key to observe how the robotics will transform the traditional roles of a call center agent and a standard back office personnel. The robotics penetration has steaily improved in countries like Japan in the manufacturing sector. The large outsourcing companies have taken cognizance of growing potential of robotics in the industry which could disrupt the landscape of how the business is conducted by outsourcing companies. The outsourcing giants are now trying to make a certain component of robotics into each of the project to be well prepared for this trend.
The BPO industry has to be prepared to go through the innovation cycle that will require more value addition, enhanced role of digital media and adoption of robortics in times to come. All these technological will require investments and development ofright platform, and like any change the ones who execute it well will flourish, innovate and move up the margin curve of BPO industry.
Image Credit: static.wixstatic, firstsource
Publish Date: November 13, 2015 5:00 AM
Page: 1 | 2