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Alexandria, Va — September 23, 2009

The Telework Coalition (TelCoa) and VIPdesk will co-present a Webinar titled “Implementation of a Virtual Customer Care Program: How to Guarantee Success” on Wednesday September 30, 2009 at 2:00 p.m. ET. This free, live Webinar will discuss the growth of virtual customer care and its ability to help organizations improve customer interactions while reducing overhead and increasing employee retention rates.

Presenters Jack Heacock, Senior Vice President and Co-Founder of the Telework Coalition and Sally Hurley, President of VIPdesk will review steps to guarantee success when implementing a virtual call center, including the following:

Virtual customer care: in-house or outsource?
Hiring, training, retaining, coaching and supervising a virtual workforce
Workforce management
Industries best suited for virtual customer care
Best practices and case studies
And more!

All attendees will receive a copy of TelCoa’s “Top 10 Reasons for Virtual Work.”

Space in this Webinar is limited to the first 100 registrants. Registration information is available online at http://vipdesk.wufoo.com/forms/implementation-of-vcc-how-to-guarantee-success/. For more information, call 703-837-3507.

About the Telework Coalition

Based in Washington, D.C., The Telework Coalition, (TelCoa), (www.TelCoa.org) is a not-for-profit organization that brings together a diverse array of organizations and individuals with the common interest of promoting awareness and adoption of existing and emerging telework and telecommuting applications. TelCoa’s mission is to “Enable and Support the Advancement of Virtual, Mobile, and Distributed Work through Research, Education, Technology, and Legislation”.

About VIPdesk

VIPdesk specializes in delivering virtual contact center solutions to premium brand leaders in several industries including retail, travel, auto and financial services. We serve more than 40 blue-chip clients with over 10 million customers and are continually recognized through numerous awards, including the Inc. 500, Inc. 5000, NCBEA Business Ethics Award, Stevie Awards for Women in Business and Smart CEO Future 50. To find out more about VIPdesk, visit www.vipdesk.com.

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More Virtual Call Center Press Releases

Computer Telephony Integration : Messaging Limitations

Computer Technology Integration currently exists as a discipline of technology that remained in a silo for many years, isolating it from the rest of enterprise technology. The negating factor is economies of scale due to the loosely coupled components known as adjuncts that give us the ability to produce service offerings for the business such as call recording, data-rich screen-pops of customer information, predictive outbound dialing, and intelligent call delivery to geographically dispersed groups of call center agents. The concept of a phone switch such as a Central office (CO), private branch exchange (PBX), or Automated Call Distributor (ACD) refers to a highly concentrated collection of phone lines that connect two or more people to facilitate a phone call. Today’s contact centers rarely scale over 500 agents per PBX. The limiting factor is the CTI technology that provides the event driven messaging to the call center adjuncts. This method of delivering the CTI message originally started out as a 9600 Baud serial stream which adapted to a socket based IP stream that delivers the same data with an equivalent throughput due to message queuing restrictions of the switch fabric. The major limitation that exists with the current environment is the delivery of messages between adjuncts and the PBX.

The emerging technology of Session Initiated Protocol (SIP), delivers itself in a messaging format similar to email and DNS.

Phoenix, AZ — May 5, 2005

In its 12th year of recognizing companies with the MVP Quality Awards, Customer Interaction Solutions recently selected Phoenix-based Synergy Solutions, Inc. as the recipient of its MVP Gold Award.

Â?The award application process was arduous,Â? remarked Synergy president, Lori Fentem, Â?but it challenged us to think through how and why we do what we do for our customers – things like how we measure customer satisfaction, what makes it easy to do business with our firm, what we do to demonstrate commitment to staff quality, and an in-depth case study of how we implemented a creative solution for one of our clients.Â? SynergyÂ?s case study focused on a powerful and innovative solution the company developed for ScriptSave, a leading provider of a nationwide prescription discount card that is co-marketed through several national insurance providers. SynergyÂ?s solution immediately enabled ScriptSave to offload an excess of 3000 complex calls from seniors per day.

All entrants were judged on a 16-point essay which described a specific teleservices program and its results, and explained their overall policies and procedures, including human resources, technologies, customer services, ergonomics and public image that are used to establish, sustain and measure the programÂ?s quality. Judging involved assigning a numerical point value from 1 to 10 for each of the 16 evaluation points. Award recipients were recognized at the Gold, Silver and Bronze levels based on this detailed evaluation system.

Â?Through the entrantsÂ? essays, we learned that there are countless individuals within these organizations whose combined efforts and teamwork have contributed to elevating their companiesÂ? marketing via phone practices to the forefront of the industry,Â? stated the award presentation article. Synergy Solutions, Inc. is certainly worthy of such high praise.

About the company:

Synergy Solutions, Inc., headquartered in Phoenix, AZ, specializes in providing innovative customer contact solutions including inbound and outbound call center services on behalf of Fortune 1000 companies in a variety of industries, including financial services, health care, insurance and publishing. Synergy Solutions utilizes proven acquisition and retention techniques to solidify and expand customer relationships through the use of intelligent people and emerging technology. Synergy Solutions also operates call centers in Redfield, SD, Milbank, SD, Johnson City, NY, and Bemidji, MN.

Synergy Solutions’ headquarters are located at 4451 East Oak Street in Phoenix, Arizona, 85008. For more information about Synergy Solutions, contact Lori Fentem at 1-800-547-0504. You may also email at info@callsynergy.com or visit www.synergysolutionsinc.com

Contact: Lori Fentem

Phone: 602-296-1600

Email: llfentem@callsynergy.com

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Find More Outbound Call Center Press Releases

Automatic Dialers: Demand Dialer Or Predictive Dialer

Automatic demand dialers are not only a more cost effective method of contacting current or potential customers, but has a higher success rate in agent sales. One of our studies compared two groups of agents. One group used a predictive dialer while the other used a demand dialer. There were 30 agents assigned to the predictive dialer while just 8 used the automatic demand dialer. This comparison was studied and reviewed over a one year period of time. The smaller group of agents using the demand dialer generated more sales than the larger group 80% of the time. Not only did this group generate more sales, but operated at a significantly lower overhead cost to the company.

Predictive dialers generally dial 1½ to 2 calls per available agent. When the call is connected, it is transferred to an available agent. If no agent is available, the customer must listen to a law required recorded message of some sort. The majority of customers will hang up and not wait for an agent to become available. You have not only paid for that unsuccessful phone call, you have irritated the customer as well. This all too common negative encounter with existing or potential customers is eliminated using automatic demand dialers. Hardware and telephone usage costs are also significantly reduced. Some features you should look for in a demand dialer are:

1- It should be easy to setup and use

2- It should be customizable to your specific 3- It should be customizable to your specific needs

4- Agents / Users can work from anywhere there is a telephone

5- It should include client software for complete call and order processing

6- Customizable call dispositions

7- User Defined output fields

8- It should work in Demand, Automated and Server dialing modes

9- Includes Full management control of program features

10- Easily import records for dialing

Find More Predictive Dialer Articles

Renton, WA — August 9, 2006

Call center companies continue to advertise the benefits of outsourcing, but few have kept a pulse on their customers’ needs. Outsourcing companies have maintained a weak pulse on customer satisfaction, as more and more customers are complaining about the level of service that call center companies provide. Companies, who have considered outsourcing, have opted against it because of fears of loosing touch with their customers and their needs.

NomKa Call Centers are addressing this call center industry problem using a new management technique called Link-In. Link-In customer care management lessens the disconnect that currently exists between the customer and the company and maintains a pulse on customer concerns.

The style of customer care management focuses on making the call center an extension of their clients’ business rather than a separate business that reports to their client. Link-In works through making the call center company as fully integrated to its clients as possible. Each client that is part of the call centers client base is given dedicated agents who only focus on that clients business products, and being continuously updated on changes in services and products. The personnel that are permanently designated to work for the company maintain customer service logs that track the main issues that customers are satisfied or dissatisfied with. These logs are used to update their clients on items that customers would like to see improved in products and services. Link-In works to make changes in both the clients and call centers processes in order to meet the specific needs of the customer base. The strength of Link-In is in finding the weaknesses of each business process in meeting customer needs and making those changes.

NomKa Call Centers have integrated this model of customer care management to meet the current lack of call center accountability for low customer satisfaction. Ewa Stupak, Global Operations Manager, says that this model of call center customer care, has helped their clients and their call centers work seamlessly as one unit. NomKa was able to integrate this model of customer care and to make changes to their systems, based on their clients’ needs, partly due to their technology. Their VoIP telephone system allows them to modify their system to the point of having a customer, who has built a rapport with a customer service agent, have his calls always directed to that agent.

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Find More Inbound Call Center Press Releases

Hoboken, NJ — December 1, 2004

e-Glue Software Technologies, a leading provider of call center productivity solutions, today announced that the company will continue its successful Web seminars for insurance call centers. Hosted by Shay Grinfeld, CEO of e-Glue Software Technologies, these informative, complimentary sessions explore a variety of issues, strategies and techniques for increasing efficiency, profits and value in the call center.

On Tuesday, December 14, 2004, e-Glue will present Â?A Gift for 2005 Â? Increase Your Qualified LeadsÂ? which examines the challenges that insurance call centers are confronted with on a daily basis. As more potential customers and policyholders use their phones for transactions and information, insurance companies must provide a high-touch experience for the caller that is equal to or exceeding a face-to-face experience. Yet the vast knowledge base of information that varies from state to state, by customer and product creates an extremely challenging environment even for the most experienced agent. e-GlueÂ?s webinar will address how insurance companies can provide tools and knowledge for call center agents to more easily access correct information and focus more of their time identifying quality sales prospects and reducing overall risk.

Webinar registration

To register for this web seminar, attendees can visit the Events page on e-GlueÂ?s web site at http://www.e-glue.com/events.htm for a complete description of the Webinar and registration instructions. Or alternatively, contact e-Glue by phone at (201) 217-0022.

About Shay Grinfeld

Shay Grinfeld is CEO, U.S. Operations of e-Glue Software Technologies, where he is responsible for North American sales, marketing and product support. Prior to joining e-Glue, Shay was VP of Product Development at ALFY, an interactive media and education company. Shay holds a B.A. in General Studies/Computer Science and an Executive MBA from Columbia University.

About e-Glue Software Technologies

Founded in 1996, e-Glue Software Technologies is a leading provider of intelligent call center productivity solutions. e-GlueÂ?s Â?just in timeÂ? performance support solutions are designed to address the needs of enterprises that utilize CRM or ERP systemsÂ?organizations such as inbound and outbound call centersÂ?to handle complex tasks efficiently while using mission-critical applications. The company maintains offices in Hoboken, New Jersey with R&D facilities in Israel. For more information about e-Glue Guideline, visit the companyÂ?s Web site at http://www.e-glue.com or contact e-Glue at (201) 217-0022 or sales@e-glue.com.

Copyright © 2004, e-Glue Software Technologies · 79 Hudson St. Suite 506 · Hoboken, NJ 07030 · (201) 217-0022

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Customer Retention Through Inbound Call Center

Inbound call center is one which takes up calls made through customers. The customers are very inquisitive in nature and they tend to make calls for small problems also. These queries are handled best through inbound call center.

Call centers are generally designed to provide inbound and outbound call center activities to their clients’ customers for effective customer retention. Inbound call center is one of the most important links between the customer and company. The bench-mark of customer satisfaction is decided through the quality of customer-care services.

There are many customer-care activities related to inbound call center:

After-sales services: When a product is purchased; then customer may face difficulty in handling the product or services. Inbound call center is established to take care of customer queries and provide best results there-after.

Appointment answering services: Many professionals allot the call center to fix-up appointments telephonically. This saves them time and manpower allocation. The professional is free for doing the work, diligently and the task is also performed at best.

Interviewing schedule: Many a times, Companies appoint an inbound call center to allocate time for interviews in a particular day. Then the margins are pre-decided by the Company and interview time is scheduled accordingly.

Seminar registration services: Once the seminar is advertised in print-media, it gets several queries regarding time, registration money, day, date, venue, etc about the seminar. All such services are answered through inbound call center. The executives are provided with due information and they take care of all the queries to satisfy their caller and make due registrations.

Inbound call center services have to be efficient yet flexible. These days these services are affordable and highly professional in approach. These services are very reliable as the services are bench-marked for executive’s performances. Executives are monitored at all steps so that there is no mistake from their side. Inbound call center executives are trained in advance to avoid any faltering.

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How Outbound Call Center Outsourcing Helps You

Outsourcing outbound call center services is considered a cost-effective way of improving customer service and to boost sales. This is the reason why most companies, irrespective of their size, are found to make full use of them to provide quality customer care. In a given variety of call center service, the outbound call center services are generally used to make calls and to widen the customer base.

In general sense, outbound call center services refer to making outbound calls to the potential and existing customers on behalf of the client company. As companies are increasingly becoming aware of the significance of customer care, they make use of the outbound call center services. This is to strengthen and enhance customer support services and sales campaigns.

The market competition is fierce and companies should be able to adapt to change itself to this changing market. As a result, most offshore call centers are gradually becoming the popular means to manage increasing costs and service. In that case, outsourcing outbound services can help your venture to improve productivity, customer and 24/7 services at a much lower cost.

The main role of the outbound call center services will be to offer additional information on the existing products or services of the client company. These customer service centers offer information on the new services and products with the aim to sell diverse services and products. Few companies make use of the outbound services to persuade customers to take definite action and make billing payments.

Today, outbound call centers offer telemarketing calls to carry forward a range of other useful services like fund raising. These service providers also participate in diverse campaigns to enable companies to retain the customer loyalty. Most outbound call center vendors handle the time consuming tasks like hiring the customer service representatives and telemarketers. This allows company to focus on its core competencies. The outbound centers take time and required resources to execute the entire hiring process on behalf of the client company.

With the growing significance of outstanding customer care services, most companies choose call center services to meet their business needs. Companies find it convenient and helpful to make use of the customer services. To meet the varied demands of companies like establishing strong brand identity and sales boost, the outbound call centers have developed to be one full-fledged body or institution that accomplished different major tasks.

Other important tasks that the outbound call centers perform involve contacting potential and existing customers for the sake of developing good relationships. The service providers bring you a host of additional services in the form of fund-raising, research, lead generation and product promotion.

In order to efficiently handle all kinds of important duties, call centers ensure technological excellence that is coupled with the experienced staff. Working as an essential customer service center, a call center brings you strong commitments towards excellent service.

It is obvious that generating sales from both existing and new customers requires skills and a good amount of patience. Furthermore, technical expertise and persuasion skills on the part of the service providers are must. That is why most companies make use of specialized customer service.

Be sure to talk to the outbound call center representatives you select. Define your expectations and goals before you start the project. The process of outbound telemarketing requires accuracy. So your business goals have to be clearly defined to bring you perfect process integration.

Combining Inbound and Outbound Call Functions in a Call Center Solution

Promero is currently marketing one call center software package called the Oracle Contact Center Anywhere call center solution. Among its many features, the Oracle Contact Center Anywhere call center solution allows an agent to handle both inbound and outbound calls with just one integrated system that relies on a web-based browser interface. At the same time, this call center software uses the VoIP technology (also called the Voice over IP call center technology) which permits voice messages to be transmitted via the Internet portal being used (rather than the conventional telecom system.)

Using this call center solution being marketed by Promero, the contact center manager can record each and every one of the calls made or accepted by agents as part of the daily call center tasks. These calls to be recorded might be transmitted via live chat, email, voicemail, fax and telephone communication formats. VoIP technology is a high-end tool that can be used by all virtual call centers and off shore contact center facilities and which has garnered many awards.

The Oracle Contact Center Anywhere serves as a hosted call center solution, meaning you can assign Promero as your hosted call center solutions provider. Under this arrangement, Promero will not only help your call center with installation, but will also assist with regular maintenance, and technical support issues. The call center software is completely scalable, which means that whether the call center that will be using the Oracle Contact Center Anywhere call center solution is a tiny call center (with maybe just five call center agents) or a massive contact center (which employs up to 100 agents in one working day), this hosted call center software can accommodate all your call center tasking needs anyway.

At the same time, since the Oracle Contact Center Anywhere serves as a virtual contact center application which permits agents both in fixed call center locations and those operating in remote (virtual) call center conditions to gain access to their call center system in real time. This means your call center need not rent office space anymore, or invest in very pricey call center hardware when it is using the Oracle Contact Center Anywhere hosted call center solution. If your call center prefers to be mobile than fixed, you can always access your virtual call center system via the Internet – it is that easy. But if you prefer the services of a private network you may rely on the IPLC or the MPLS solutions too.