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Posts Tagged ‘Contact Centres’

Why You Need to Use Call Centers to Lower Business Costs

June 13, 2009 2 comments

Having someone in your office answering the phone or making sales calls for you is inefficient and can end up costing you sales and money. If you are looking for a way to increase sales and lower business costs, you need to use call centers. These contact centers can offer order taking as well as lead generation for a fraction of what you pay someone who sits in your office.

Today, more than ever, it is important for any business to lower their costs. Whether your business depends on lead generation or offers customer service such as technical support, you can make call centers work for you.

Sales calls are only one way to make use of this outsourcing service. If you provide customer service for your clients such as technical support for your products or services, you cannot afford to rely on a staff working nine to five in your office to handle incoming calls. You need a center that will not only offer full customer support, but will also act as an answering service. This way, you will never miss another call and your customers will not be frustrated when they are unable to get in touch with your company. People today expect to have service support around the clock, but this is not feasible with an on site staff.

In addition to offering around the clock service and support, you can also use contact centers as way to take orders as well as offer email support for your business. Many of these centers also offer live chat options for those who would prefer to get answers right away by using their computer.

Every time you shut off your business phone, you run the risk of losing business. People will not want to talk to an answering machine and wait for a return message. In the world of today, people expect to receive answers as well as place orders for products and services around the clock. When you use outsource lead generation and customer service to call centers, you not only save money when it comes to costs, but you also end up giving customers the full time support and service that they have come to expect from other providers.

Take a look at contact centers and see what they can do to help your business increase sales, customer satisfaction and generate leads for your business and at the same time save you money.

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Utilizing a Call Center to Increase Your Business Revenues

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Call Centers are an innovative approach to sales without the pressure of overhead costs for a storefront. By incorporating a call center into your existing business, you can increase your sales and order size. You can also decrease your overhead cost by running an operations crew from 9 – 5 while having a call center open twenty-four hours a day, 7 days a week. There are several different ways to utilize a call center in your business. Many of them include an answering service, live chat, and email support. It is most certainly the most cost effective approach to increasing your business while lowering your overhead costs.

Using a outsourcing center as an answering service after office hours is an excellent way to assure that you do not miss one single important phone call or message. An answering service is most important for service based businesses such as plumbers, contractors, electricians. These types of call centers are already in use by many offices that include medical professionals. These are primarily used for emergency situations but can be tailored to meet any need you as the professional might require.

Another essential use for outsourcing is order taking. Your business can be increased by at least 20 – 30 % just by utilizing a call center for all your order taking and customer service needs. A call center is open twenty-four hours a day, 7 days a week therefore allowing your customers to place their orders at any time they choose. They can order from the privacy of their own home at their convenience.

Technical and email support is also a productive use for call centers and outsourcing. You can provide support at any time of the day for anyone who has any issue with your product or company. Email support and live chat can be provided without the use of phones and the labor costs associated with this endeavor can be kept relatively low while still providing the ultimate in customer service to your clients.

Sales can be increased by providing a call center number for customers to leave their contact info for lead generation. Many people are irritated by telemarketing calls but if they call YOU and request that a representative call them during a specific time period, the chances of a good sale have just increased by 60%.

Increase your sales today by implementing a call center into your business without the additional setup cost of labour, equipment and overhead costs associated with expanding your own office.

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Call Center Outsourcing Continues to be Cost Effective Option in Tough Economy

March 17, 2009 Leave a comment

Excerpt:

As today’s worsening economic conditions have companies looking for as many ways as possible to save on costs, call center outsourcing has become a popular and viable way to continue delivering service while at the same time, lowering operating costs.

Anticipated cost savings has long been the key driver behind call center outsourcing. According to an ICMI study, 65.1 percent of all call centers surveyed cited cost reduction as the most common driver of outsourcing decisions.

LINK: http://www.tmcnet.com/channels/call-center-outsourcing/articles/52343-call-center-outsourcing-continues-be-cost-effective-option.htm

Is Contact Center-Delivered Loyalty Overrated?

March 3, 2009 Leave a comment

EXCERPT:

The route to customer loyalty, professionals and suppliers say, is through improving first contact resolution (FCR) via investing in agent training, analytics and in CRM Relevant Products/Services, EFM (enterprise Relevant Products/Services feedback management) solutions, performance management tools, and presence/ unified Relevant Products/Services communications Relevant Products/Services. The more satisfying the customers’ experiences are when they reach out to firms such as via their contact centers the greater their loyalty to them is the operating theory.

Yet is this formula: better customer service=customer loyalty=sales valid? Are contact centers and their parent or client organizations perhaps spending too much time and limited resources in trying to make this solution work?

LINK: http://business.newsfactor.com/story.xhtml?story_id=00200088KN7I&page=1

The call centers are not dying

March 1, 2009 Leave a comment

Article from Businessmirror.com: http://businessmirror.com.ph/index.php?option=com_content&view=article&id=6180:the-call-centers-are-not-dying&catid=28:opinion&Itemid=64

Excerpt:

“LOOKING back to 2005, a column titled “Are the Call Centers Dying?” filled this spot. Back then, I was not as bullish on the outsourcing industry for the Philippines as I am now.

Unfortunately, I was listening to too many “experts,” then saying things like “The economic benefits of outsourcing customer service are grossly overstated”. That was from a senior partner of an Australian consulting firm, Niels Kjellerup. I wonder what his job is now, since he certainly cannot be advising corporations on the benefits of outsourcing. Another, one Alexa Bona said then, “During the next three years, up to 60 percent of companies will encounter customer defections that will either cancel or outweigh any perceived savings”. Those two are probably now working together or are unemployed together.

And here we are three short years later with Oscar Sanez, chief executive officer of the Business Processing Association of the Philippines, saying that outsourcing will create 100,000 more new jobs this year in the Philippines. Revenues for this industry hit $6.5 billion in 2008, with a 2009 expected growth rate of 20 percent. That would put revenues to the Philippines to nearly $8 billion, about one-half of total overseas remittances.”