Where Should YOUR Call Center Be?

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            Whether you are making the decision yourself or are looking for a professional site selection adviser you should always have a firm grasp of where you want to establish your business.  Every site you find is going to have its own set of pros and cons, so you have to prioritize and select the best choice for your business. You also have to have a general knowledge of what the real estate market is at your target location. Read More

What call center is right for you?

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Call centers have become a major game player in the business world-acting as the impression maker and first point of contact for customers all around the world.  However, the call center industry is a competitive mass of different products and services and it can be quite difficult to identify exactly WHAT kind of call center would be right for you. Each call center is going to have their own specific specialties and areas of excellence, but not every call center can meet your business’s needs or expectations. Read More

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Are Call Centers Beneficial?

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Statistics show that outsourcing certain business functions is one of the most productive business strategies for both small and large scale companies. It’s a fast and economical way to give yourself a competitive edge without the sacrifice of your company’s quality and budget. There are so many different benefits from outsourcing that I couldn’t name them all! I will, however, talk and explain the most common benefits- starting with the cost. Read More

Who Should Handle Your Social Media?

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Social media has become an integral part of everyday life for countries all around the world, so shouldn’t that extend to your business as well? Well, it does in the form of Internet Marketing. Internet Marketing (also known as e-marketing, web marketing, or digital marketing) is an all-inclusive term for marketing products and/or services online. This includes Search Engine Optimization, Social Media, Blogging, Web-sitting, Click-and-Pay, and a couple of other, less known methods. Successful businesses see the value of internet marketing and choose to use the easiest, and cheapest, option from the internet marketing list; Social Media. Read More

The Differences Between Inbound and Outbound Centers?

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All call centers are people driven telecommunications hubs. They’re designed for receiving and sending large volumes of information and provide services for both customers and businesses alike. Those are the only obvious similarities you’re going to find between an inbound and outbound call center. Your protocols and business needs are going to be built around whether or not you lean towards the ‘inbound’ or ‘outbound’ ratio for call centers.

A call center that specializes in outbound makes more calls than it receives. Outbound call center telemarketers are very target driven, and are trained to sell / promote products or services, establish a new territory beachhead for inside sales teams, schedule appointments, present opportunities, re-engage former customers, as well as new acquisitions and to close deals.

A call center that specializes in inbound processes takes more calls than it makes. Inbound call centers have a more “passive” approach to consumers and will focus more on their agent’s problem-solving skills, answer questions, and to reassure and calm irate customers. You can also think of an inbound call center as being ‘customer-focused’ and outbound centers as ‘client-focused’.

Some call centers are exclusively inbound or outbound, some perform both functions but most have a specific specialization in one industry, and there are those that are set up for both inbound and outbound calls and follow a blending strategy to prioritize one call over other depending on necessity. Given the different set ups and agent abilities, it is critical that business owners decide what type of call center they need. You should always consider a variety of factors such as experience with you product or service, current clients, and recommendations before making your final decision on your outsourcing partner. Read More

A Brief History Of Outbound Telesales

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The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned reputation has been dominated by images of the illicit “boiler room” operation. Read More

What can Increase your Company’s Quality?

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There are so many different variables to consider when you look at what YOU define as you’re company’s quality. Depending on who you’re asking, depends on what sort of answer that you’re going to get-so for the sake of this conversation I would like to establish that, in general, quality assurance means developing operational controls that meet your desired outcome. In previous writing, we have established the importance of our customer service, but how do you maintain it? Read More

8 Reasons Why High Quality Customer Service Matters To Startups

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Startup businesses are often focused heavily on the product or service they are creating. While all good business owners will have garnered an understanding of who their target market are and what their priorities are, planning how to interact with them as people can be further down the list – if it’s on that list at all. High quality customer service is often taking for granted as something that the employees will naturally employ when dealing with customer queries or complaints. This could be a huge mistake as customer service is one of the biggest determinants of success in businesses – no matter what their size. Here’s why: Read More

Notable Tactics and Hidden Secrets to Increasing Call Center Quality Assurance

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The overall quality of interaction between a call center and its customers is influenced by a range of interrelated factors. These include the calibre of the agents, the quality of in-house training, staff development and incentive programmes, availability of feedback, call monitoring systems and available technology.

This article looks at seven notable tactics for the improvement of call quality and two secret ingredients for ensuring long-term quality assurance in call center. Read More

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