Tips for Reducing The Cost in Call Centers

It is a continuous thought priority to all call centers to know how they can save money in their contact centers and throughout their operations.

Few tips which is step by step to go for the cost reducing

Make a Team: Make a team which will do the review. Because call centers efforts are heading for at customer service, process improvement and potential cost reduction, form a team that can bring different disciplines to the process. Also include general training and quality training, human resources, center scheduling, telecom traffic, IT, marketing, and returns and replacement if all of these areas are within responsibilities.

Take the opinions and input of all of team members. Challenge them to assess how things could be done differently, and make them answer the question, “How can costs are reduced without lowering the standard of customer service?” These meeting we can keep in the starting of the year to set up the target.

Marks the Achievements: By marking your achievement, it will be indicator to know the performance measures up against set standards and plans. The major achievements include contacts per hour; service level; abandon rate; attrition/turnover rate; call-handle time; talk time; after-call work time; contact-to-order ratio; transaction volumes for Internet, phone and mail; non-phone volumes and others.

Review: Labor’s cost, quality and availability is becoming an issue for many call centers, particularly in seasonal businesses where the selling curve is more compressed. Review advertising media costs and results, and exchange information with other human resource departments. Review pre-hiring testing, employee selection criteria and practices. By review process we can know the possible improvements and cost reductions for the process. It will help us to know more about a place for temporary agencies rather than relying completely on in-house hiring.

Revenue Generation: As part of their mission, many contact centers are charged with becoming revenue centers in addition to taking orders and providing customer service. By revenue generation reports we can show about success with cross-selling, up-selling, outbound selling and increasing the company’s average orders. It will be really help full for the cost saving in call centers.

About Call Centers India

Call Centers India is known as CCI and has set up good building relationship in BPO industry and helping others to growth in industry, Call Centers India in consultancy since 5 years and in 2005 launched own delivery center by name of Vcare Call Center India (P) Ltd. and delivering many offshore projects successfully.

About Vcare Call Center
Vcare Call Center India is a CISCO powered company, Its management team has over 20 years of combined call center experience. The company employs more than 250 people and is growing more than 15% quarter per quarter. The center is a 100% IP based network and uses CISCO technology platform. Electrical power and Internet connectivity are redundant.

Outbound Callcenter Services

While inbound call center services attend to the enquiries of company customers, Outbound Call Center services are aimed at enlisting customers to purchase the services or products of the company. In these services, the representatives of the company initiate the calls to the customers to sell the company’s product or services. This type of service may be called telemarketing. The call center representatives use telephones to call prospective customers. Alternatively, representatives can also send emails. An Outbound Call Center compiles and maintains a large database of personal information about the potential customers. These databases are obtained on shared effort bases, or just purchased.

Unfortunately, these addresses and telephones numbers are sometimes obtained sometimes by dubious methods. This is done by poaching the data from the customer databases of other companies through their employees. Customers¡¯ telephone numbers are also obtained from telephone directories. Care is taken to contact only those customers whose requirements are expected to match the products of For example if you are selling veterinary products, you would collect the data of those customers who maintain pets and other animals, farmers, dog and horse owners etc.

Once a customer shows an interest in your product, a sales executive is sometimes sent to meet the customer at his office or residence to personally answer his queries and canvass for the sale of the product and receive the orders. While marinating a network of sales representatives implies a lot of burden upon the management, using another agency or Outbound Call Center to sell your products is not always seen as a profitable proposition. An important principle of sales promotion implies building up an intimate and enduring relationship with the customers so that they come again and again to purchase your product.

As an Outbound Call Center a call center can provide tools for proactive customer contact.

An Outbound services include the following areas :-----

Telemarketing Services

What services has to offer in Telemarketing Services :

• Customer Retention/ Relationship Management


• Business Process Outsource


• Customer Awareness / Product Launch/Product Trend Research


• Customer Care - Support/ Service/ Help Desk/ Technical Services


• Business Lead Generation


• Cross Sell amp; Up Sell


• Account Recovery


• Live Response


• Data Processing
  

That even in an on-line world, many customers prefer a two-way voice conversation.

Product inquiry

One of the keys to the success of a product or service is excellent customer service. An unique blend of people, technology, extensively trained, experienced Customer Service Representatives ensure your company is always responsive to your customer's needs.

Order Processing

Process orders received by mail, fax, telephone and Internet. The orders include cashiering, inbound and outbound telemarketing, up-selling and cross-selling, data entry/label processing, letter shop services for list management and mailing services.

Customer Retention:

call center helps motivate and convince customers, who otherwise want to cancel a product or service, to continue using it. This is accomplished by employing well-trained agents, customized scripted objection handlers and rebuttals, cross-selling and down-selling and extensive quality assurance and monitoring.

Web Support

Can be a suite of web-enabled customer interaction management services designed to help your business respond to your customers across multiple points, from traditional inbound customer care to web, email, fax and voice over IP. A call center can full suite of customer interaction management services by including Services :

• Live Chat


• Web Collaboration


• E-mail


• Technical Support


• Business Lead Generation

Using an outsourced Outbound Call Center invites an indirect, impersonal relationship with customers. It also means less control over sales representatives.

For More Informations
Call Centers India Inc.
Posted by: Sales & Marketing Team

Inbound Callcenter Services

Inbound call centers integrate customer care services, predict customer behavior and take action, while the customers are on the phone line. They employ a dedicated team of live operators and offer 24/7 operator availability for the customers providing round-the-clock account management. The different types of inbound call center services comprise of.....

In order for today’s companies to succeed in an ever-changing and highly competitive market, an effective and efficient call center is essential. As communications technologies continue to develop at a very rapid pace, so do the customers’ expectations. Customers expect the best and fastest response from courteous, efficient, and professional customer service representatives.

Companies must be able to provide top-notch customer support twenty-four hours a day, seven days a week, either by telephone, email, or fax. To do this, these companies must be able to establish a competent in-house call center or outsource its customer service operations to an efficient inbound call center, either here or abroad.

The need to have a strong communication link between the company and its customers is driving most companies today to establish their own centralized call centers. Some small- and medium-sized enterprises are unable to meet the demands of establishing their own inbound customer support centers. Thus, they turn to utilizing the inbound call center services of offshore companies.

There are a large number of call center services where companies can outsource their customer telephone contact operations. These call center service providers offer competent and professional inbound and outbound call center services utilizing modern and state-of-the-art telecommunication technologies to meet the needs of their clients.

The wide range of call center services—including voice, email, fax, and live chat support—all have one specific purpose. That is to serve all the communication needs of a company.

For a call center to be both productive and profitable, it must be able to satisfy the needs of both the company and its customers. To do this, it must have a combination of up-to-date call center software; state-of-the-art telephony infrastructure; and skilled, courteous, and professional manpower. With these, a company can expect excellent inbound call center services with successful, productive, and gainful results.

Businesses Benefiting from an Inbound call center...

When a business reaches the point where they can no longer handle all of their customer requests it is likely that an inbound call center will be used. An inbound call center is often made up of a group of individuals who answer phone calls that come into their work station. When a contract is set up between a business and an inbound call center, the call center representatives working there will handle customer calls.

An inbound call center can be used every hour of the day or it can only be used after traditional business hours. Businesses who use an inbound call center all day long are ones that are too busy to handle certain customer phone calls. In addition to taking a call, an inbound call center may schedule appointments, offer technical support or recall information on products, or process sale orders. With a wide number of different services being offered there are a number of businesses that could benefit from an inbound call center.

A property manager is one of those individuals who can benefit from an inbound call center. With large apartment complexes or shopping malls there is usually a lot of inquiry phone calls. These phone calls are most often individuals who are either interested in renting an apartment or a retail store. These phone calls can come multiple times an hour; therefore, an inbound call center would be a great way to monitor the calls.

The above mentioned business industries are just a few of the many that could benefit from an inbound call center. Basically if your business receives phone calls on a daily basis then an inbound call center could offer you assistance.

How can an Inbound call center in India enhance your Business?

Let a state-of-the-art inbound call center in India handle the phones. Every missed call can be a missed opportunity. Whether you need to answer 100 calls in a day, or 10,000, you will find an inbound call center to be a professional and cost effective extension of your business. The customer support agents in an Indian inbound call center will always respond to your clients, customers or prospects in a timely, polite and professional manner. Let them use their experience to help you make your business more successful. Inbound call center services will cater to your customer support needs and an answering service will also allow you to be confident when you are away from your office and not worry about your business...knowing that your calls are being answered promptly, professionally, and courteously. Ensure the satisfaction of today's demanding customer, through an Indian inbound call center service.

What are the advantages of outsourcing to an Indian Inbound call center?

• An Indian inbound call center service can offer communication services specifically designed to maximize the efficiency of your direct marketing efforts or to be a part of your technical support team
• They will work together with you as a partner building a strong, successful long-lasting relationship with your customers.

What benefits can an inbound call center in India offer?

An inbound call center in India can offer

• Skilled, professional, customer support and technical service representatives
• Improved market coverage
• Faster ramp-up, launch, and roll-out of new campaigns
• Experience with programs similar to yours
• Rapid response to market conditions
• Account management expertise
• Enhanced reporting capabilities
• Market testing capabilities
• Remote call monitoring

Why not just have an answering machine to answer queries?

Answering machines or voice mail can be perceived as cold and impersonal. Live telephone answering services like inbound call centers give you a more professional image. Statistics show the percentage of hang-ups on answering machines is significantly greater than a live answering service.

For More Informations
Call Centers India Inc.
Posted by: Sales & Marketing Team

Call center Services

Call center -- or contact center -- services are now within reach for many small businesses. Look into your options for fully or partially outsourcing call center services, or learn about the key components of call center technology to guide you toward setting up your own call center.

To improve their contact centers, companies are always considering the newest technologies and applications, which hold the potential for significant leaps in customer service options and revenue. But the path to upgrading a call center can be challenging: There’s complex research, budgeting, and planning to be done. For guidance, more enterprises are turning to consultants and service providers that offer resources, expert knowledge, and operations support.

Supplementing internal resources with outside expertise can help companies deliver the best new client services, but experts can also help improve operations, reduce expenses, and achieve top performance. Selecting the right organization to help can:

• Reduce the risk of deploying advanced technologies like IP telephony—expert consulting guides application design and integration
• Reduce costs when call centers are tuned to run at top efficiency and capacity is scaleable to meet peak demands

Call Center services are booming in most developing countries, all around the world. As a result of the competition, Call Center services require aid to carry on their profitable business. Call Center services help the center in reach maximum target. The services help to tune quality programs to promote higher and steady levels of customer satisfaction. The services at these Call Centers include Operations, Customer Service, Tele calling, Backend, technical support, transactional processes etc.

1) Inbound Call Center Services

2) Outbound Call Centre Services

Inbound call centers integrate customer care services, predict customer behavior and take action, while the customers are on the phone line. They employ a dedicated team of live operators and offer 24/7 operator availability for the customers providing round-the-clock account management

Inbound call centre services include

Order Processing
Catalog Orders
Consumer Response
Customer Service
Dealer Locators
Toll Free Response
Help Desk
Direct Mail Response
Direct TV Response
Print Media Response
Website Response
Seminar Registration
Answering Service
Inquiry Handling
Email Management
Product Technical Information
Interactive Voice Response
Sales Lead Qualification
Technical Support

Outbound call centre telephone executives are part of a close knit team of well trained and experienced professionals. It's their task to help increase your sales, test new markets, follow up mailings, clean your database, build relationships and ultimately boost your business.

Outbound call centre like to talk your language. We are experts at making outbound calls on your behalf and helping you achieve profitable and long term relationships with your customers. Before commencing any work, intensive preparation and planning is undertaken in consultation with you the customer. We will then implement a strategy that parallels your requirements and sets in place a tangible tool to measure success.

With years of Direct Marketing and outbound calling experience behind us our philosophy is to test, test and test again. Getting it right is important to us. Our success is judged by our results.

Outbound call centre services include

Direct Sales
Sales Lead Follow Up
Lead Generation
Appointment Setting
Information Gathering
List Cleaning, Conditioning & Mining
Event Building
Market Research
Seminar & Conference Booking
e-commerce
Welcome Calls
All Aspects of CRM

Businesses who do not receive important phone calls put themselves at risk for losing profits. This most often occurs when a first time caller is looking to become a new customer. If an individual is calling a particular business to become a client it is likely that they may not call back if their call was not answered. For this reason there are many business owners who use a Call Center. Many times a Call Center will answer your calls as if they were one of your employees, take a message, and then forward that message on to you.

For More Informations
Call Centers India Inc.
Posted by: Sales & Marketing Team

Hosted call center

If cost is your No. 1 factor, a hosted environment is the better one,” says senior analyst for customer centric strategies .“Some companies like to own what they are operating . . . but hosted services give you the ability to avoid upfront costs, the ability to scale up and down rapidly, and you don’t have to pay for tech refresh since that’s included in the hosted environment.”

“Today there are under 100,000 seats out there that are hosted seats, but it is catching on rather rapidly,” we can say “What’s holding the transition up is not the technology but the fact that when you go from an in-house solution to a hosted solution you have to wait until your equipment is depreciated.”

Hosted Call Center Solutions :---

There are two ways Call center solutions can be set up. You can choose an in-house setup, where you run the software in your own data center. Alternatively, the software vendor can run the software for you in their data center and connect to your agents through a broadband Internet connection. This remote delivery is referred to as an on-demand, hosted, or application service provider (ASP) model.

Hosted Call center solutions have made great technological advances in recent years, and so the ASP model has become very popular for various enterprise applications. While some very high-end capabilities may not be available in the hosted model, by and large all the features you'll want are available in both.

Local solutions
Most business software used today is locally hosted - the application runs on a server in your office that your call center staff maintains. This familiar setup, sometimes called a client-server solution, gives you the greatest control over every aspect of the system.

Having this total control can be a drawback, though. It requires a considerable investment in servers and staff - you'll need quite a bit of IT expertise to maintain and update the system.

If you choose this route, you'll pay a large lump sum up front to buy and set up the system, including software and servers, and usually a small annual fee for access to upgrades and customer support.

Hosted solutions
In hosted solutions, the application resides on the ASP vendors' servers and most of the processing is done there. Calls are delivered over the Internet to your agents' desktops using VoIP.

The main advantage of hosted Call center solutions is how easy it is to get started. With a hosted service, you can get access to enterprise-level features even if you have only a handful of agents. You can add agents any time with just a phone call, and instead of a huge capital investment, you'll pay a much more manageable monthly bill.

In addition, hosted vendors offer very robust systems. Multiple layers of firewalls and security, uninterruptible power supplies, fail-over (instant switching from one computer to another in case of a crash), and reliable backups are all standard operating procedures. Together they virtually guarantee that your Call center will always be up and running - without taxing your internal call center staff.

The downside of hosted Call center solutions is that no Internet connection works 100% of the time. Your internal network may fail, your ISP may experience an outage, or an Internet worm may cause congestion - so even though the hosted Call center is running, you could lose access to it. These types of outages are quite rare, but you should be aware that the possibility exists.

Which is right for you?

Right now, many business executives are more comfortable with in-house solutions. However, next-generation call center staffers who are most familiar with the benefits of hosted solutions are gaining more of a voice in many companies, so the balance is expected to swing towards ASPs in coming years. Here are some areas you should consider:

New offerings in hosted contact center services are seeking to meet enterprises' growing demands for faster time to benefit with a lower cost of ownership by outsourcing more of their customer relationship management operations.

The service offers customers customized interfaces and fields for multiple project instances and use of their own domain names.

For More Informations
Call Centers India Inc.
Posted by: Sales & Marketing Team