Must Know About Call Center Outsourcing Technology and Trends

 Thanks to recent advancements in contact center technology like automation and AI, your small business’s regular call traffic is far more organized and controlled. Utilizing the features of modern call center software is crucial for maintaining the productivity and profitability of support and sales teams and lowering the frequency of contact center difficulties. These technologies have altered and taken many forms throughout the years, and Call center outsourcing vendors have adjusted their services to stay up.

However, there isn’t a call center option that works for everyone. Your support team’s unique objectives and requirements should be considered in your software.

This article will cover all you need to know about the technology used by Top call center outsourcing companies, including its history, current trends, advanced call center technology, and which vendors are the best on the market. Let’s look at nine technological advancements that assist businesses in providing customers with the finest possible experiences. Check to see how far your company has progressed in developing long-lasting client connections or which trends may need to be added to your to-do list for this year.

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Outsource Call Center Services to Access Unforeseen Advantages

 Outsourcing is a popular business tool. Most entrepreneurs have different opinions about it. Some like it, and others bash it. But those who are not interested in outsourcing often do not take the plunge because they have simply no knowledge of some of the advantages it offers. If you can find the right sort of call center outsourcing companies, you can access unforeseen advantages that can change the way you do business.

Outsource Call Center Services to unlock Never Seen Before Benefits

As mentioned before, you can outsource call center services for unforeseen and sometimes unimaginable benefits. Have a look at some of these advantages:

Neutral English for Global Audience

‘Will an international call center agent be understood by my local customers?’

It is a question that plagues the mind of countless entrepreneurs. This is a valid concern, because there are some start up call centers that simply do not have the resources to carry the burden of an elaborate international call center operation. However, you can actually make a better impact with neutral-English speaking international call centers than your local centers. It is particularly true for international call centers that speak to a global audience. Top-notch international call center companies like Vcare Corporation have call center reps that are well-trained in neutral accent. This allows them to perform better than your regional reps in an international call center process.

Access to Elusive Expensive Call Center Software

There are many call center outsourcing companies that shy away from buying expensive call center software. But when you outsourcecall center services to a top vendor, you get the best call center software. This happens because a successful call center company can cover the cost of the software through its work for its large clientele. The same might not be true for a new and moderately successful vendor.                         

Single Vendor for Multiple Tasks

As your confidence grows in one of your vendors, you can recruit it for multiple other call center and back office services. Such a multi-point call center outsourcing venture allows you to focus more on your core operations and worry less about your side operations.

Desired Scalability to Meet Requirements of Festive Season

Most top vendors have an abundance of resources that can be allocated to different processes. Therefore, when your call volume hits its peak, you are able to find the required resources for addressing your customers’ requests.

Vcare Corporation is a seasoned pro in the industry with the confidence of multiple successful call center projects under its belt. It runs its call center services 24×7.

Give a Lift to Your Business Prospect with Solid Call Center Outsourcing Services

 

Many companies use outsourcing call center  with the single aim of reducing cost, and nothing else. Although they might not say it upfront, but they only consider a call center to be an essential requirement not something that can make a difference. This approach can be a major blunder.

Consistency is the Key for Outsourcing Call Center Progress

Building up customer expectations is a very difficult task for brand. But when you are able to achieve that with your product/service, a bad call center can undo it in a matter of few calls.

You need solid outsourcing call center services that maintain ‘very good’ performance over a long term. When customers know they have reliable people to reach out to, they ultimately start spending money on your brand.

Once again, you need to be consistent to earn their trust. Complementing voice support with email support outsourcing is another good way to build image and lift your brand’s esteem in customers’ eyes.

Unearthing the Hidden Advantages of Call Center Outsourcing Companies

Running a call center successfully is no mean feat. There are many dynamics that need to be managed carefully, which can leave you exhausted and with very little energy for main product/service. So, why not outsource call center services and maintain your focus on core process services. In case, you are hesitant about outsourcing, then have a look at some amazing secret benefits of call center outsourcing companies that will surely change your mind.

The Hidden Call Center Benefits Unleashed

Call centers are known to provide great cost savings and at the same time access to skills and resources. But there are certain hidden benefits as well. If you think conventional benefits of call center business outsourcing are not useful for you, then may be the following advantages will change your mind:

Explore a new market and build new contacts

Call center outsourcing to a company located faraway might seem like a difficult decision. But it can offer your company an advantage like no other. As you visit the vendor’s location, you get to meet new people, familiarize yourself with a new culture and most importantly access to a whole new market. As you develop new contacts, you get new avenues to sell your product or service. Partnership with experienced call center outsourcing companies can be more beneficial when it comes to building new contacts in an unexplored region.

Sharing of burden and blame

The call center operations of today are more intricate than ever. Due to a myriad of compliances and regulations, you might find yourself backed against a corner. And any mistake from your side can be critical for your business. But when you outsource call center services, you get to share the burden of work with someone who is already proficient in this field. You can also envisage SLAs that free yourself of the blame if things go wrong. By laying down the SLAs, you can make the vendor the owner of certain aspects of your call center operations e.g. if the call abandonment rate is set at a particular value, then your vendor has to oblige. If it deters or does not deliver as per the agreement, the blame will be his.

Opportunity to exploit currency exchange rate

Offshore outsourcing can become the magic wand for a business, turning its fortunes completely. A company in the developing country can offer a company in the developed world immense cost benefits. Especially if you outsource to countries like India that have excellent call center infrastructure and good English speakers, you can keep up the quality of operation high and still benefit greatly. For example, a company in the US can cut down the cost of call center operation by 2-4 times easily, if it decides to outsource call center services to India.

Scalability benefits

When a company outsources call center, it does not foresee the future impact of this venture. Due to shortsightedness, many companies end up with call centers India outsourcing partners with limited workforce. So, when their business grows and they need more employees to handle the phone stations, they simply do not get the desired workforce. The result is substandard call center operations and higher rate of call drops. But with scalable call center outsourcing companies like Vcare, you can scale the level of operation exactly as per your choice and needs. More importantly, you get access to talented workforce, which enables you to keep up the level of service high all the time.

Vcare is a prominent call center outsourcing company with decades of experience in the call center industry. It has experienced managers, agents and QAs who have already delivered many successful projects in the past.

5 Advantages of Call Center Outsourcing to Cisco Based Call Centers

Call centers have become a quintessential part of businesses these days. In today’s highly competitive world, it is hard to imagine a company that offers product/services to survive without good call center services. One of the biggest requirements of the call center industry has always remained the network and call center software it utilizes. The quality of call and the consistency of connection directly depend on the networking solutions employed by an organization. Amongst the many networking platforms available in the market, Cisco is the most suited platform for any call center process.

Clear Advantages of Outsourcing to Cisco Based Call Centers

Cisco offers the most robust and efficient platform for running a call center operation. 5 clear advantages of Cisco based call center platforms and equipment are listed below:

1.      Quality VoIP phones – Cisco supplies the most appropriate phones for call center operations, so much so, that Cisco phones have become synonymous with call center phones. All the options that you would ever need like mute and hold functions are available on the phone at intuitive locations. Cisco phones are used in almost all call center operations and agents are most familiar with these phones and hence, using anything else apart from Cisco can be a major inconvenience.

2.      Virtualization of process – Cisco call center software can be used for virtualizing CTI (Computer Telephony Integration), contact center routing along with reporting. It is easy to integrate Cisco solutions into interactive voice response (IVR) systems and automatic call distribution (ACD).

3.      Classifies agents and allows for resource monitoring – By employing Cisco software, you are able to manage agent data more effectively. It is possible to classify agents based on different parameters. This data can be used by TLs and managers to allocate calls to the most suitable agents. Also, it becomes possible to monitor resource usage with Cisco software.

4.      Easy to manage customer profiles – Customer-specific data is very important to understand customer preferences and manage customer profiles. Cisco platform makes the task of storing and sorting customer profile data simple.

5.      Scalable solutions – Cisco call center solutions are employed by some of the biggest players in the market because Cisco systems are completely scalable. They can match up to any requirements and help a business gear up for the future needs.

Other Key Points before Outsourcing

Although employing the services of a Cisco based call center is a good decision, you should also seek other qualities in your call center. Some key points you should consider before call center outsourcing are:

1.      Cost advantage – To maximize cost advantage, you should outsource to a company that is located in a country that has an inferior currency value than yours. Outsourcing to developing countries like India can help you cut the cost of your call center operation by up to 2 to 5 times.

Scalability – At any time, you may want to expand your base of operation according to the increasing requirements of your business. Outsourcing to a competent vendor provides you the option to scale your workforce exactly as per your need. Also, you do not have to worry about hiring or training agents, as all the work is taken care of by the call center outsourcing company. 

Handle Enquiries and Do a Lot More with Call Center Outsourcing Services

Every businessman wants to develop his business and take it to the next level. However, when a business flourishes and the customer base grows, the responsibilities of a business owner also grow simultaneously. Not only he has to keep on spreading his business, he also has to address the inevitable flood of customer enquiries. Doing both tasks at the same time can be quite troublesome for any entrepreneur. Hence, it is a good business decision to invest in call center outsourcing services.

Channels of Customer Enquiry

People have different preferences when it comes to making enquiries. Some people prefer to use indirect enquiry systems like email support and others prefer to make enquiries directly through a phone call. The bigger the business, the more customer enquiry channels it should have for addressing the queries and requests of its large customer base. Some popular channels preferred by customers for making inquiries are listed below:

1.      Email response

2.      Telephone response

3.      Website response

4.      Dealer, Agent or Distributor Locator

5.      Multi-language voice response fulfillment

All the above-mentioned response systems can be developed in-house; however, the cost and burden of managing full-fledged enquiry processes can be high. It is also quite difficult to predict the strength needed for a particular enquiry department. For example, initially you would not know how many customers will come to you through email channel and how many will make a call. So, it is possible that a company may estimate wrong and employ insufficient or too many employees for a particular department. This can result in a direct loss for the company.

Call Center Outsourcing Companies to the Rescue

Considering the challenges faced by a developing business, it is a whole lot better to scrap the plan of in-house inquiry handling and instead use services provided by call center outsourcing companies. The many advantages a call center outsourcing venture provides with respect to enquiry handling are listed below:

1.      Scaling – As you pay call center outsourcing companies on per contact or per hour basis, you hardly run the risk of wasting precious resources. Unlike, in an in-house operation where your resources can be wasted due to surplus hiring, you can scale call center outsourcing services up or down as per your requirement.

2.      Access to a variety of call center services – As creating multi-channel enquiry departments in-house can be challenging, it makes good sense to outsource. With call center India, you instantly get access to a variety of call center services.

3.      Access to experts – A call center that has operated in the same domain for a long time is nothing less than an expert in the field. One simply cannot compare its expertise with the expertise of a newly-devised in-house department run by amateurs.

Summary

Most businesses that expand have to cope with the increasing demands of enquiry handling. As in-house enquiry handling can be challenging for most businesses, it is a lot better to take the easy route via call center outsourcing that is cost-effective and provides access to specialists.

Sync Your Corporate Strategies with Call Center Services for Maximum Business Advantage

On an average, companies across the globe have 4 board meetings every year. These meetings are held to devise new business strategies for a number of reasons. One of the major motives for conducting such meetings is to come up with plans that can be implemented to garner customer interest in product or services offered by the company. However, all the strategies formulated in these board meetings will amount to nothing if the enterprise is unable to keep its customers happy with its call center services.

The Eternal Conundrum: Product vs. Customers

In most board meetings that are held in companies, stakeholders are often arguing about which one to prioritize – customers or product. Not so long ago, when the competition was not as rampant as it is today, the decision was quite simple. Board members, more often than not, settled on product as they thought product improvement was the only way to improve their business prospects. But now, with globalization and rapid increase in competition between companies, the focus of board members has shifted from product to call center services India. The decision makers realize that there customers will leave them and move over to a new supplier if they do not address their every issues on time.

Call Center Outsourcing Services: The Best Way to Address Customer Queries

As customer services become more important than ever before, businesses are trying to improve their call center services to achieve maximum customer satisfaction.  However, customer services are not something that anyone can run with due diligence. There is certain skill and sensitivity required to carry out these operations, which are not found in everyone. This is the major reason why most in-house call center operations either end up costing too much or result in failure. Hence, it is a much better option to resort to call center outsourcing. But before customer service outsourcing, you should look for the following attributes in your call center partner:

1.      Infrastructure – No call center operation can be successful over a long period of time if the infrastructure of a company is not up to the scratch. Look for a vendor that has quality networking equipment like VoIP phones, clear sound audio devices like headsets and a nice place for employees to work from. Partnering with an accomplished customer service outsourcing vendor ensures that your business is handled well and your customers stay satisfied.

2.      Costing – To make the most of a call center outsourcing venture, it is required that you partner with someone who can offer you his services at an attractive price point. Partnering with a company that is based in a developing country like India can offer you great financial rewards, especially if you have a superior currency like the US dollar or British pound.

Scaling – A business owner can never tell for certain when he would have to increase his workforce or decrease their numbers. In this regard, customer service outsourcing can be of great help as it allows an entrepreneur to reduce or increase the number of call takers at any time he wants.

Call Center Outsourcing for Improving Customer Satisfaction and Transforming Businesses

For a long time, outsourcing has been considered as a way to cut cost in non-core processes. It has been seen that many businesses take the plunge just because they deem outsourcing to be a cost-cutting proposition. However, outsourcing for the sake of economic benefits only is not the right approach. There are many other advantages of call center outsourcing that should be considered before choosing an outsourcing vendor.

Opportunities Offered by Call Center Outsourcing Services

Many companies outsource just for the sake of monetary benefits but they later realize its other benefits. However, there are many other companies out there that have certain requirements but they never outsource as they are unaware of the many advantages that call center outsourcing services can offer to them. Some of the advantages apart from cost are listed below:

1.      Experience and expertise – Nothing beats experience when it comes to call center operations. Experienced call center agents have better knowhow of how to handle different types of customers. They are also well-versed in many different processes; which makes them an ideal choice for handling complex businesses. By taking the help of call center outsourcing companies, a business owner can maximize his chances of satisfying his customers.

2.      Access to quality infrastructure – Some businesses that run an in-house operation do not know about the type of infrastructure needed for efficient call center operation. Due to their lack of knowledge, they end up using inefficient CRM (Customer Relationship Management) tool, call center software, headphones, VoIP phones, which impact their performance adversely. On the other hand, when a company takes the help of call center outsourcing services, it automatically gets the right software solutions and equipment needed for performing the tasks efficiently.

3.      Ability to scale – More often than not companies running an in-house call center end up hiring insufficient or too many employees. Both situations are not good for a business. Too many employees – more than requirement – can be a financial liability. Fewer employees than required and you end up running the risk of missing calls or long queues.  But, when you hire call center outsourcing services, you get the option to hire exactly the right number of call center agents. Also, when your business grows, you have the opportunity to increase the number of agents and when it is not required, you can also scale down your call center operation.

Summary

As businesses strive to raise profits, the pressure of cutting cost also increases. Most entrepreneurs revert to call center outsourcing and reap good results from their endeavors. However, businesses that lack in infrastructure or necessary call center expertise fail to understand that good call center outsourcing services can also be used for enhancing their operations and gaining customer trust. This is why; business owners should never consider cost-cutting as the only benefit of employing call center outsourcing companies. They should look to maximize their outreach by taking the help of reputed vendors with considerable experience in the field for increasing customer satisfaction and transforming their businesses.

Technology and Call Center Services: The Perfect Marriage

Digital Transformation – These two words strike terror into the hearts of veteran employees. People who have worked for a long time in a particular industry, generally, do not like changes. Any deviation in the way business is carried out, directly impacts their comfort zone. And, when it is simply not a change but an overall transformation, the fear factor is expected to be higher.
In most industries, digital transformation has been received well albeit with mild resistance initially. However, many employees that exclusively cater to customers still have certain doubts about it. One of the biggest reasons for their apprehension is due to their belief that customer support is much more personal than other tasks. They do not think customers can be best served by digital solutions and worry about a void being created between both parties.

Don’t Worry; Digital Transformation Is Not a Monster

 Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call center software is a great example of digital solutions that can change the way operations flow.
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Most definitely, digital transformation will bring about a major change in customer support companies; however, it is not a monster that it is made out to be. It is still possible to keep the elements that work well in contact centers and complement them with digital solutions. Integrated CRM with call centers India software is a great example of digital solutions that can change the way operations flow.

Quick access to customer’s data along with call history can be the difference between a satisfied customer and a failed call. Also, better analytics provided by latest software solutions supersede most manually created spread sheets by managers working in the BPO industry. Live tracking of calls along with AHT, CSAT scores and other quality parameters ensure the integrity of operations is maintained. Several outbound telecom billing services provider use transparent data access, which eliminates doubts about sanctity of data.

Why Human Touch Is Important for Present and Future of Call Center Operations?

In the above mentioned cases, we can see how digital solutions directly improve call center operations without removing the personal touch. But, there are operations that are best left managed by humans. Right now, we do not have any software that listens to calls and rates an employee’s interaction with customers. However, even if we get one anytime soon, it is better to leave this task solely in the hands of quality assurance experts. The reason being, personal interactions and their contexts are simply too intricate to be deciphered well by Artificial Intelligence (AI).
Maybe in next 100 years, AI would be at parity with the human mind, but until than humans are the best interpreters of human emotions, and we should leave it like that. In the present situation, a call center outsourcing company can leave management of breaks, voice and accent training and other personal tasks in the hands of humans for best results.
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https://vcarecorporation.hatenablog.com/entry/Back-Office-Outsourcing-Services

Mobile Applications For Outsourced Call Centers

Inexpensive mobile phones and mobile operator services have changed the way we connected with each other. Gone are the days when phone calls were expensive and sending letters was considered a feasible option. You can connect with the world around you at a touch of a button and can use a variety of applications to accomplish your routine tasks. Whether you want to order groceries or book a doctor’s appointment, you can seamlessly accomplish every such task with the aid of your smartphone. As mobile phones revolutionized into smartphones, businesses realized the potential of this gadget. This led to the invention of applications that turned out to be quite user-friendly. Booking a cab, ordering meals, and reserving the best seats for an upcoming movie show; all such tasks are simplified due to innovative mobile applications. It can be said today’s smartphones are nothing less than a small PC that fits in your pocket and helps you do whatever you wish to while living life on the run. 

Mobile App For The Call Center Industry

The paradigm shift in the development of mobile technology has opened new avenues for profit generation and businesses from all verticals are taking advantage of this opportunity.  Amidst all this, a few outsourcing call centers in the USA and in many other parts of the world have started integrating the work process in mobile apps. These apps enable real-time tracking of consumer requests and queries; thereby proving to be an asset for various call center processes. The main aim of integrating outsourced customer care services in mobile applications is to reach out to tech-savvy target audience formed by mostly Millennials. Call centers today aren’t just dealing with cranky and oblivious customers; they are tackling with request and questions of well-informed Millennials, who know what they want and how they want.

Why Is A Mobile Application Required?

A mobile application for businesses that render direct response call center services or any other outsourcing solution is imperative. It is required for a multitude of reasons, a few of which are mentioned below:

·         It enables a better customer service support along with an enhanced service experience.

·         Mobile apps can resolve issues that can otherwise consume a lot of time and money.

·         It helps customers connect with you as per their requirement at any hour of the day.

·         The call-back solution that is one amongst the amazing features offered by such applications help call centers address more issues and answer more queries each working day.

·         Mobile apps can also act as a gateway to offer customers complimentary rewards and compensation.

·         These applications can also be a great tool to amass constructive feedback and to keep a track of customer journey to modify process as per the requirements and expectations of customers.

                     

These are just a few factors that make mobile application development a lucrative investment for businesses in the call center outsourcing domain. If you have not invested in a customized mobile app for your call center yet then consider doing so to get ahead in the race to success.