Advantages of virtual call center

Virtual call center is a customer service unit in which the representatives of the organization are found to be geographically dispersed. Instead of being located at a definite work station, the virtual call center workers can be found existing in groups in a number of small work centers. Or else most of them also work from their own residences.

Switching to the virtual call center model may prove to be beneficial for a business. For any organization, the virtual model can save both equipment and the housing costs. It can even lead to the lower employee turnover rates that often ten to be higher for any physical center.

Companies that stand to offer seasonal services can essentially make the best use of these virtual services. This can prove to be a great way through which companies can maintain huge facilities all year round.

To appear to be professional and experience an increased customer satisfaction, most brick and mortar call center units does attempt to offer customers with the virtual representation of the offices of an organization. Additionally, most organizations all across several utility industries deploy the virtual customer care units in an effort to cut down the costs and to improve the customer experience.

A customer who is dialing to a technical or a customer support number will be given the impression that the call is reaching to any physical department of the organization. On the other hand, the fact remains that the call actually reaches the outsource support center.

BPO Companies guarantee Job Satisfaction

All BPO companies look forward to provide efficient customer support services as their entire business revolve around it. The services offered by the call centre agencies require extensive functioning of adequate human resources. Thus, it is very essential for several employees to work as a team so as to execute their tasks with great proficiency. The call centre employees feel urged towards improving their services as they gain hundred percent job satisfaction in their work field or profession. The BPO managers play a vital role in keeping the agents satisfied with their work on a consistent basis.

The managers of the call centre companies make efforts in providing the employees with a safe atmosphere at the workplace. This is achieved by meeting even those needs of the employees that are not adequately significant. The managers even try to motivate the employees by showing them ways by which they can grow to a new height, along with their company. The employees are assured with increased privileges, provided that they show continuous improvement in their performances. But the managers must keep in mind that they should satisfy the lower-level requirements of the employees before enhancing their work schedule.

As the call centre company tries to meet the needs of its agents, the agents develop a greater concern towards the company. They sharpen their set of skills and learn up many new techniques for completing their work in speed and with efficiency. They make attempts to find out if their services are benefiting the customers and their company as well.

BPO Services enhance Business Sales

The BPO companies offer outsourcing services to businesses, which can be categorized as inbound and outbound services. Of the numerous inbound services offered by the call centre agencies, cross-selling and up-selling services are the ones that help in enhancing your business sales. The business organizations are required to cross-sell and up-sell their products or services to their existing customers so as to acquire more profits. But for that one needs to have enough customers at hand, and if you still do not have it then outsource your services to the BPO companies and they will do it for you.

These companies are experienced in carrying out off shore cross-selling and up-selling and several global enterprises have succeeded in marketing their products and services through them. The BPO services not only enable you to sell but also to increase the bottom line of your existing customers. These selling services are great way to make the optimum use of your customers, thereby bringing in more profit to your business. The up-selling services involve the call centre agents drawing the customers’ attention to a greater quality service or product, which might be a bit costly than the one your customer is looking for. While interacting with the customer, the call centre agent will tactfully inform him or her about your product, which is higher in price than the one he or she is asking for. The agent will not oblige the customer, but highlight the features of your service or product in a pleasant tone.

BPO Industry Improves its Customer Service

The BPO industry is improving its customer services on a constant basis since it forms the core of its business. A new advancement in technology is being adopted by the call center agencies to provide hundred percent satisfaction to its customers. Speech analytics is one such technology that is being incorporated by the customer support centers. This device is very appealing since it enables the BPO firms to utilize the unstructured data obtained from their interaction with the customers to gather an insight about them. This software can undoubtedly change the entire functioning of your BPO company for the better.

This technology allows the customer support centers to make their customers acquire a better experience while interacting with them. The software examines the audio data for identifying the stress or emotion in the customers’ voice, their purpose of calling and so on. Speech analytics adds efficiency to the work of the call center employees since they are able to quickly make out the exact requirements or expectations of the customers and work accordingly. Even if the technology is quite new, its demand is increasing at a faster pace since most companies are availing it for maintaining a quality service.

The software can be used by the managers for simultaneous monitoring of their BPO employees and the customers as well. Another great advantage of the software is that it enables the BPO managers to keep a track on the performance of their employees. This helps the call center in improving the standard of its services.

Business Process Outsourcing: A complete global mega-trend

A conventional phenomenon like business process outsourcingis becoming a necessity for businesses. Recent reports suggest the growth of the BPO industry in the coming years. With more contracts coming into their hold, the call centre firms are extending the type of IT services outsourced by them. Globalization is focusing on the transfer of the entire IT sector offshore. The task of offshore outsourcing is being accomplished by BPO companies all over the world.

Business process outsourcing is a very common practice today even though it was not so popular in the yester years. With changing times, the infrastructure of the outsourcing industry is also changing to bring efficiency in its services. The BPO services are greatly in demand by the global market of today. The recent trend that is being followed by businesses is to spread out ecommerce.

Business functions and activities are being outsourced by big organizations in order to perform better and bring more profits to their business. Those organizations that are hiring the outsourcing services are enjoying a greater financial stability than the ones, which have not opted for such services. These call centre agencies have helped in reducing the operational costs for some business concerns, by 35- 55%. The companies are going to benefit more with an improvement in the services provided by the outsourcing companies.

Call Centre saves on its costs through Scheduling

The BPO firms aim at satisfying the requirements of the customers at reduced costs. A greater part of the costs are involved in the salary of the employees hired by the call centre. Thus, it has come up with an effective solution to this problem. Around sixty or eighty percent of the call centre expenses are concerned with its staffing. The profitability and success of customer support centers depends on the presence of the most favorable number of employees who are skilled for the job. They must be able to attend the customers’ calls very tactfully. This working process is known as call centre scheduling.

Many BPO companies administer their agent scheduling through a number of manual devices such as spreadsheets. It is a fact that sometimes these tools do not work and cause an increase in the number of recruitments. This ultimately leads to a higher shrinkage of the BPO business. With the use of such manual tools, the call centre costs can amount to about more than $30,000 in a year even with a working staff of 25. Today, a special kind of software is available in the market for solving this problem. All the important tasks are automated by the software, which increases the business of the BPO firm through precise forecasting of call volume. The software performs many other functions like scheduling, tracking the daily staff performance, staffing calculations.

BPO Help Desk: Expertised Customer Service

Customer service is the most important function of the BPO industry because that is what brings in profit to its business. Help desk forms an essential segment of the call centers for providing effective business solutions. This acts as a medium for the reporting of problems, which are then solved and coordinated. In this way, resources are brought together for addressing a particular issue or problem.

The help desk expert provides a wide range of services to its customers. These are- external customer support, problem tracking, services, operations and products support, tracking of calls or requests and management of support resources. It also performs various functions regarding IT support. The functions include internal help desk, request or call tracking, management of project support, automated internal action request, internal employee support and tracking of internal calls.

Help desk services increase accessibility of the customers through a point of communication, information or contact. Customer requests can be served very quickly and with efficiency. Help desk services also improve communication and team work. Better control on the infrastructure brings positive impact on the business. These services are mainly conducted by well qualified IIT professionals who help in increasing the productivity of the call center concerned. They focus on fulfilling the requirements of the customers with a practical approach.

Receptionist Services of the Inbound Call Center

The receptionist service of the inbound call center works as an extension of its client’s office. The client does not need to worry about missing out any of the calls of the customers due to the receptionist service offered by the inbound team. The team consists of professionals who receive the calls from the customers and then redirect them to the clients. No matter where the client is located, he will get all the business through the remote receptionist services. It is one of the most flexible inbound services of the call center.

The client’s business does not get even a bit affected while he is away form office or may be on the move. Because the receptionists are in direct contact to the customers and they redirect the calls to the client. Thus, they keep a track of the calls and client can remain tension free. The service is very effective in increasing the business of the client. If the client gets satisfied, the call center will also acquire profit.

The receptionist services can be categorized into different types such as, voice mail, order entry and tele-messaging. The unique feature of this service is that it transfers calls to the clients irrespective of their location. That is what the term “remote” suggests. This inbound service of BPO makes it a communication partner of its clients. This is indeed very essential for the call center and its clients as well for gaining profits. Thus, the client can entirely depend on its customer care service for expanding his business.

Customer Care Outsourcing – the ultimate tool for customer satisfaction

Customer care outsourcing is an economical way to make customers feel highly satisfied. Today, some of the major business organizations including banks, computer technical departments and credit card companies are using these services to serve their clients better. The services are available at an extremely affordable cost from various onshore and offshore outsourcing service providers.

Customer needs and requirements are innumerable. They want their issues to be resolved as quickly as possible. If the customers aren’t served well, then there remain some chances that a company might loose their precious customers, which is not at all a favorable condition in this ever increasing competitive business environment. Hence, most companies are giving higher priority to customer satisfaction. To get this job done in an efficient and economical way, multinational corporations all over the world have decided to outsource these jobs. Thus, one of the major reasons why companies select customer care outsourcing is to maintain their potential customer base through quality customer support.

These days most countries like India, Egypt, China, South Africa, Costa Rica and others are now offering high quality customer care services for their clients. These countries include the expertise and experience in handling customer’s queries. And they carry out their services in a professional and friendly manner possible, thereby maintaining the customer base.

Philippine Call Centers draw Worldwide Attention

A recent survey conducted by University of Colombia ranked Philippines as the second most preferred outsourcing destination in the entire world. Currently, this Asian nation holds the sixth spot in offshore location attractiveness index. On the other hand, the country ranks fourth in the Asian business process outsourcing market, whereas the top spot is still occupied by India.

The Colombian University survey has clearly indicated that BPO industry in Philippines is growing at a rapid pace. This huge growth has even resulted in creation of new jobs, thereby enhancing the economic development of the country. Cyber City Teleservices Limited offshore outsourcing service provider in the country has decided to recruit employees even from provincial regions such as Zamboanga City.

The problem of unemployment that the country has been suffering for many years is expected to disappear in the coming days. Today, the call centers are holding a prominent place in the Philippine outsourcing industry. But soon it would be venturing in other projects like IT outsourcing, animation and multimedia, web designing, etc.

IBM Japan – the next official BPO service provider of Sony

Consumer electronics giant Sony Corporation has finally decided to avail offshore outsource outsourcing services from IBM Japan. According to the service agreement, IBM Japan will be providing accounting operation and human resources BPO services to Sony.

As per the agreement, IBM Japan will be authorized to offer BPO services to Sony. The main objective of this deal is to achieve maximum profitability and optimum business processes.

For a long time, Sony was in search for a reliable partner that can help the entertainment giant to make structural transformation. Finally, the search has come to an end with the selection of IBM Japan and entrusting the job of business outsourcing from the same..

This business process outsourcing service of IBM Japan would help Sony to save lot of time in dealing with the human resources and accounting operation. IBM Japan would also be using its Global Delivery Center to solve some specific purpose, which is based in Dalian, China.