Compare Call Center Software

Company Overview, www.24hourscall.com 24 Hours Call provides outsourcing call center services to their call center customers with cost effective pricing module and quality output. 24 Hours Call has the resources, technology and operating expertise in spot to assist companies enlarge globally and surpass their client sales, services and marketing expectations by the PROACTIVE Customer Centric approach. 24 Hours Call is a quick growing outsourcing call center company, providing higher quality-value and added Call Center Services from all over the globe. 24 Hours Call is based at Dhaka. 24 Hours Call offers the gratification that comes from working with a technologically stable business partner who is committed to continually invest in processes, people, facilities and infrastructure, ensuring the highest levels of operation. We are committed to building scalable and repeatable business solutions & services ensuring client success. 24 Hours Call specialize in all kind of outsourcing call center services. It includes inbound and outbound call center services which helps you best utilize “your moment, money and resources, and encourage your bottom-line”. 24 Hours Call has vigorous steep industry expertise mixed with a depth of flat competencies. 24 Hours Call’s outbound call center services have specialization in Appointment Scheduling, Debt Collection, Lead Generation, Research Surveys and Telecom Industries, Insurance, Telemarketing in Mortgage etc. Our Inbound Call Center …

An inbound call center is largely an office where customer service members attend inbound calls of purchaser regarding queries and information success are made.This video gives the details of inbound call centers and its benefits. For more information, please visit, www.answerphoneusa.com
Video Rating: 0 / 5

See how Philippines shine in the Call Center industry to become a top-notch world-class outsourcing destination. For more info visit www.aicomsolutions.com.
Video Rating: 4 / 5

One of the best ever made short film on Call Center.

Vcare Switches From Avaya to Cisco

Vcare Call Centers India – a 100% subsidiary of Call Centers India (CCI) has contact Center operations in Chennai and New Delhi, providing both voice and non-voice services to global clients. The company has deployed Cisco’s technology. Before Cisco’s solution, the company was operating out on a leased facility, using Avaya-based solutions. Vcare wanted a robust, secure and scalable infrastructure for supporting their inbound and outbound calling process.

The company has implemented Cisco IP Contact Center (IPCC) solution and is currently using Cisco Call Manager and the Electronic Private Branch Exchange (EPBX), Cisco Interactive Voice Response (IVR), and Cisco Unity Voicemail.

Sandeep Mehra, CEO of Vcare Call Center India, said, “We found Cisco’s IP-based offering superior than the traditional Time Division Multiplexing (TDM based offering). We started using Cisco’s Voice over IP Solution for about 2 years. We moved from a leased facility to our own facility and found that the voice quality of the Cisco’s IPCC was far superior to any of its competitors.” Mehra adds, “This solution helps large enterprises that need to centralize their contact center operations to gain more control over their resources.”

Vcare faced several challenges before deploying the solution. “We had to have a cost effective solution, which would meet the ever-changing process requirements and co-ordination that is faced by SMB segment-based clients,” said Mehra.

According to the company, exploring Cisco system’s full functionality has been a big challenge. Though the system is very powerful, the domain expertise of this system is still very limited. IT plays an important role in addressing these challenges. One of the major challenges – cost effectiveness – is strictly based on the total cost incurred on IT equipment and maintenance. Total cost of ownership, in the long run, is a lot lower in Cisco.

The company claims that the main business benefits of the solution are that it is very simple to use, stable, and reliable. Additionally, through the usage of IP-based systems, the survivability of calls is the highest. Even if one of the lines were to go down, the calls would roll over to another circuit within a few milliseconds, without disconnecting the calls.

Effective correspondence and communication is the most common HR issue, as disclosed by Vcare. “Reporting being one of the important functions in a call center, our HR manager is able to substantiate any action we take using the vast reports we get from IT. Through Cisco’s technology everything is logged in the system,” said Mehra.

The infrastructure deployed at Vcare’s data center include Cisco Predictive, Preview, Outbound, 24/7 Dialer, Cisco Call Manager called PBX, Cisco Unity Voice Mail, and Cisco IP 7940 series phones. The Cisco solution was deployed in a span of about 3 months, start to finish. The company’s estimated IT budget for this year is about US 0 thousand. It is looking to deploy these solutions in multiple cities in India.

Contact Us : Call Centers India

Email : sales@callcentersindia.com

Phone : 206.384.4669

Related Avaya Contact Center Articles

A video tutorial demonstrating how to take phone calls with the Telax Call Center Agent.
Video Rating: 5 / 5

Virtual Call Center Software Helps Routes Your Call To A Skilled Agent

Consumer market has become propellant, and within these alterations it has become compulsory for contact centers to answer quickly in order to be efficient in offering services to their clients, and to retain them also. Contact centers are expected to render help within this construction and in agreement with customer requirements. In order to hold great volume of clients located at other places, virtual call centers have been set up to satisfy customer needs and for better competence while reducing price. To satisfy such criteria, contact centers need to execute particular computer software, which leaves greater benefits of having client demands to be routed to the proper agent having the specific skill.

In the dynamic consumer situation, contact centers need to provide for multi-channel commercializing. Virtual contact centers are set up with all up-to-date tools and applications to give the most productive services to their customers. The virtual contact center software allows you to enter your available agent profiles, their abilities, and the anticipated waiting period for each of the agents. By this the software routes the calls coming in from your clients to the best expertised agent looking upon the necessity of the customer, while taking into account the awaiting time as programmed by you. If you have VIP clients, priority levels can also be set up in the system in order to answer such calls.

As soon as the call lands up from a customer, the virtual contact center software would determine the database for the priority level of the client, and pass on the call to the right agent thinking the waiting period programmed. The software also offers separating out of not required calls, and this could either be rejected by the agent or also put in the database of the system for it to reject such calls automatically.

The virtual contact center software effectively manages situations where the agent might seek assistance from his supervisor, where the administrator can provide advices to the agent inconspicuously by gossip or whisper. The agent can take advantage of the various ranges of contacting instruments made useable by the software program, for example, SMS, email, fax, voice mail, calls, etc. The minute the system answers a client call, it begins to send the call to a specified technical agent. The computer software supplies high level skills fixing tool through which current agents or set of agents together with their specific abilities are prepared at the introductory levels. These abilities shall be of any form, such as spoken language, web surfers contacts, juniors, email treatments, expert, etc. The skill levels are also defined for each agent by levels beginning from 1 to 10. The software works out a negotiation looking upon the on hand expert agents and their maximum waiting times. If the conditions are such that the system counters that it won’t be able to transfer through the call to any specialised expert agent within the utmost holding time determined by you, it would offer to the caller a superb answer, the one you had preferred to be pre-defined.

There are several other advantages provided by virtual call center software which helps the contact center to save cost, help their customers with very little awaiting time, and pass particular customer calls to the correct agent having the unique talent set.

Learn how to transfer a customer to Ivy Sales Floor

Shalom73 is the official blog of Aaron Reynolds and Five9 Productions. We provide commentary on the bible and contemporary commentary for a wide range of Christian issues. Please visit our official web site at www.five9productions.com and then head over to our blog at www.five9productions.com/Shalom73.

What you Need to Know about, in The contact center.

Contact Center consultants

In the contact center industry we come across a lot of abbreviations and expressions that are used very often without having a clear definition about them. He You will find a list of these expressions with their definitions .

Automatic calls distribution ( ACD ) – A computerized phone system that responds to the caller with a voice menu (IVR) and connects the call to the appropriate CSR according to a set of parameters (e.g priority of skills or longest available time) . It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer-telephony integration ( CTI ) – is a computerized systems which combines the callers data with voice systems in order to enhance telephone services by retrieving the caller database and get it displays at the appropriate CSR’s screen when the call gets routed to him by ACD (Automatic calls distribution)

Interactive voice response ( IVR ) is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.

Call Work Code ( CWC ) – A number, up to 16 digits, entered by CWC agents to record the occurrence of customer-define deviants (such as account codes, social security numbers, or phone numbers) on ACD calls.

Key Performance Indicators (KPI )- factors that show certain standards and guidelines to maintain productivity.

Service Level Agreement ( SLA )- A contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Services for customers can be measured, justified, and perhaps compared with those of outsourc­ing network providers. Some metrics that SLAs may specify include: What percentage of the time services will be available; The number of users that can be served simultaneously; Specific performance benchmark to which actual performance will be periodically compared.

Average call waiting ( ACW ) – the time from the person reaching the number being called until the CSR picks up the phone (~20seconds)

Average Talk Time (ATT )- time frame within which the customer is kept in the phone (~2minutes)

Average Hold Time (AHT ) – period of time during which the customer is kept on hold (has to be as minimum as possible)

Customer Service Representative ( CSR )- person attempting and handling all the calls, providing the customer with any inquired information.

Senior Customer Service Representative ( SCSR )- CSR who is not only handling the calls but also conducting telesales.

Team Leader ( TL ) – person who plays leading role among the team, setting up an example and responsible for couching, training, guiding, motivating and encourage the CSRs to accomplish the assigned tasks as well as coordinating externally and internally and drive the team ahead towards the potential vision.

Supervisor ( SUP ) – a person who is a step above the team leader and below the managerial level, responsible for the day-to-day performance of the group, should have the authority, to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline CRS, or responsibly to direct his team leaders on the efficient ways to achieving the department goals , adjust their grievances, or effectively recommend an actions to resolve the raised issues. It is not of a merely routine or clerical nature, but requires the use of independent judgment.

Customer Relationship Management ( CRM )-entails all aspects of interaction a company has with its customers whether it be sales or service related. The Computerization way of interaction is recently being used in the market approaching the new strategy in serving customers with each new advance in technology, especially the proliferation of self-service channels like the WEB and WAP phones, more of the relationship is being managed electronically and therefore organizations are looking for ways to personalize online experiences through tools such as help desk software, e-mail organizers and Web development.

Internet Contact Center ( ICC )- where all the required contacts and inquiries can be kept in one database, and viewed by all of the users. ICC has such features as Universal Queue, real-time and historical reporting, web collaboration, email transfer, etc.

Voice Over IP address ( VOIP )- A category of hardware and software that enables people to make telephone calls via the Internet. In simple words these hardware and software converts the voice signals into packets of data, which are transmitted on shared, public lines.

More Aspect Contact Center Articles

Obama’s Consumer Financial Protection Agency by Feldman Law Center

Feldman Law Center – Loan Modification News by Feldman Law Center — Part of Obama’s plan to overhaul regulation of the mortgage industry, unveiled last week, would create a Consumer Financial Protection Agency to monitor consumer financial products and change the entire process of getting a mortgage. With a stated goal of developing a mortgage process that is as simple as signing up for a retirement plan, the President’s proposal centers on an automatic offering of a “plain vanilla loan” to potential homebuyers. These loans would offer fixed interest rates and 30 year maturities, unless the borrower opts for a loan with riskier terms such as interest only or adjustable rates.

The plan has received vehement opposition from the mortgage and banking industries who say that government-approved mortgages would restrict borrowers’ options, make loans harder to get, and make them potentially more expensive. Powerful trade groups like the American Bankers Association, for example, oppose creating a consumer financial protection agency. Even lobbying groups open to the idea of a consumer-products regulator question whether the government should suggest which mortgages are best for consumers. “We don’t want to stifle innovation, and we don’t want to stifle competition,” said John Courson, president of the Mortgage Bankers Association.

One thing that would definitely be restricted, and one of the main factors behind these groups’ opposition to the plan, will be the potential commissions that mortgage brokers can charge when they sell a mortgage. For example, administration officials want to curb the fees that brokers and lenders receive tied to inflated mortgage rates. Brokers argue the incorporating those fees are a way for borrowers to amortize the costs of a loan without having to come up with thousands of dollars in closing costs. Another aspect of the plan would link compensation to whether the borrower ends up defaulting on the mortgage. “There’s no reason that we should have to assume that risk,” said Marc Savitt, president of the National Association of Mortgage Brokers. The group’s stance is that while a mortgage broker can facilitate a loan, the ultimate approval for the mortgage comes from the lender.

Mortgage brokers’ fees were typically highest on the most creative and dangerous of the mortgage varieties. With those mortgages a thing of the past, volume, commissions, and their share of new business has dwindled. Mortgage brokers’ share of new loans has dropped from a high of 60% to the current 20%, on much lower volume. Fixed rate mortgages have increased from a low of 50% of the total of new loans originated in 2004-05 to 95% today.

As the plan stands now, the newly created agency would approve a set of mortgages including fixed and adjustable rate mortgages. Approval for vanilla mortgages would be similar to the “prime mortgage” approval process. Potential home buyers could still get mortgages outside of the government approved versions but disclosure of risks and dire warnings will accompany them.

Supporters of the new regulatory agency say that it is needed as much to protect borrowers from themselves as from predatory lending practices. Many borrowers went through the process of getting their mortgage without ever taking the time to understand exactly how the loans they were applying for worked and where the risks were. Still, previous Congressional efforts to regulate the mortgage industry have consistently broken down over the years, even on simple issues such paperwork reduction, so the fight could be long, drawn out, and years in the making.

More Call Center Articles

Choosing an Outbound Call Center Service

When looking for the right outbound call center, a company must take into consideration several factors. By determining the needs of the company, considerations can be made as to what are the determining criteria in making the proper choices. As a result, such requirements will deliver the best possible fit for the particular business. By determining such factors this allows one to create the ideal outbound call center service. An outbound call center service will increase productivity throughout the business. The right call center will help your small business grow. The call center can offer outbound solutions that can increase a company’s profit margin.

Size of A Call Center
The size of the call center is a very important determining factor in choosing the right call center. Is the center big enough to handle the project at hand? Is the call center staffing flexible enough to meet the changing demands in an outbound campaign? Is the service too big to provide a knowledgeable, friendly operator to properly represent a company? A small call center might be the right fit for a particular project. Small call centers usually work best with small to moderate outbound call center service applications. Small contact centers also are very adept at handling permanent or recurring projects. A small center is more personalized in nature and can learn and expand on most manageable programs.

Larger call centers are able to handle enormous or sporadic projects. An ample staff is able to handle tremendous volumes and sporadic projects properly. A contact center with many seats has the flexibility to knock out a time sensitive project in a timely manner. More technical application can be determined through larger outbound providers. These providers usually have the most sophisticated call center equipment. The larger outbound call center service has the experience to provide not only.

Geographic Considerations
Location is an important factor when choosing a call center. Often times training of staff is an important criterion in choosing a center. A client may be required to spend a lot of time at the contact center. With the ability to train offsite this is no longer the consideration of absolute importance. Location is also a determining factor is language and dialect is a factor in the campaign. Choosing a service close by is not a great advantage as location is becoming less and less of a consideration in choosing the right center.

Actual Costs
Cost is a consideration. Not only does one need to factor in the hard costs of outbound telemarketing. Per minute charges is definitely an issue. Yet, the actual efficiency of the operator, script and list must also be taken into account. These costs will make up the cost per call, and cost per acquisition. Another factor that must be considered is the cost of training, cost and availability of the list.

Financial Stability
Checking out the financial stability of an outbound call center service is vital. These companies need to be able to afford the proper staff and the proper equipment. Many companies use call center services due to the sophisticated technology these centers possess. Technology is ever changing and upgrades are expensive for most businesses. Such companies find that outbound call center service outsourcing is the best option. Other companies find it as the only option. Project that require special requirements or custom applications need to find the right outbound partner. Call centers that are not properly stable or possess state of the art technology cannot keep up or survive with the ever changing, increasing demands of an outbound call center.

Every company needs to create a wish list in choosing the proper outbound call center service. By determining these needs and ranking the importance of these factors, the proper decision can be made. Each individual company has different needs, and therefore an outbound provider is not a one size fits all solution. It is up to the individual consumer to find the perfect outbound call center service fit.

www.callcentercrossing.com – Looking for call center associate jobs, call center sales outbound associate jobs & careers? Search inbound outbound b2b call center representative jobs & employment. Also get bilingual call center associate agent jobs careers & employment on callcenterjob search powered by employment- the most jobs – anywhere.
Video Rating: 0 / 5

Find More Outbound Call Center Articles

New York — July 31, 2008

Integration Technologies, Inc.(IT), the market and technology leader in on-demand solution integration, today announced the availability of Merkatis CommerceTM in IT’s ‘Integrated Supply Chain’ (ISC) Solutions for InterWeave Customers.

Integration Technologies, Inc.(IT), the market and technology leader in on-demand solution integration, today announced the availability of Merkatis CommerceTM in IT’s ‘Integrated Supply Chain’ (ISC) Solutions for InterWeave Customers. ISC Solutions integrate ‘Best of Breed’ Vendors; companies like Salesforce.com CRM, Merkatis Commerce Order Management System, Preciso’s Online Inventory and Warehouse System and Intuit’s Quickbooks. These four core applications are supported by Contactual’s On-demand Contact Center and HelpStreams Customer Service Application. Customers choose only the applications they need to build a customized Integrated Supply Chain Solution; this is not a legacy application which customers have no control over function or cost.

‘Our job is to provide our customers with the best integration options; a selection of applications they may choose to create the Solution they need, with only the applications they need. This provides customers control over process – the hallmark of an InterWeave Solution.’ said Bruce Magown, Chairman of Integration Technologies, Inc. ‘The Integrated Supply Chain (ISC) Solution Vendors we work with are ‘Best of Breed’ vendors; and singularly their applications prove this every day.

‘Merkatis Commerce™ is a new ecommerce solution from Artifex Technology Consulting that makes it easier than ever to get your business online. Rivaling Amazon.coms functionality, the Merkatis ecommerce solution is packed with features to help web store owners get their product online quickly and designed to help shoppers find it. Reliability is ensured because Merkatis Commerce runs on Microsofts proven ASP.NET framework.’, said Jenna Schmidt, President, Artifex Technology Consulting, Inc. ‘We are very pleased to be working with InterWeave and providing not only the best Commerce application, but with full integration capabilities to the applications they need to integrate with.’ Merkatis Commerce allows our customers choice in ‘Best of Breed’ eCommerce Solutions. We are proud to be working with them.’ said Magown.

The Integrated Supply Chain Solutions will be selections in the InterWeave Customer Portal (ICP). You register, select the applications for integration, select the combination of objects and flows – and generate your Solution – it’s ready to test. If you want a different combination of objects and flows – simply sign back in and re-configure your solution. There are no constraints or restrictions in how you set up your business flows and work processes. This is configuration management – not programming. The Integrated Supply Chain Solutions are an excellent example of InterWeave’s hub and spoke capabilities. Databases, on-line services, inventory management applications, web stores, order management systems – you can now integrate – the way you want to. Solution front-ends are logically disconnected from the backend, so if you outgrow Quickbooks, you simply connect to your next selection, ex. Microsoft Dynamics, Sage, Peachtree, etc.

The Integrated Supply Chain and InterWeave Customer Portal are examples of ‘Powered by InterWeave’. InterWeave provides the world’s first on-demand solution integration platform with unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM. See all our offerings at www.interweave.biz.

About Integration Technologies

Integration Technologies is a pioneer in the development of technology Solutions for uniting systems, legacy applications, databases, workflows, and Web services, from within and across the enterprise as a service; and then extend those systems to connect with their suppliers and customers. As a leading Systems Integration solution, Integration Technologies InterWeave Product Suite offers a rapidly deployable and infinitely scalable Services Oriented Architecture (SOA) for integration of business-to-business, business-to-consumer connectivity, business processes optimization and application integration – the deployment of Dynamic and Global Web Services. For more information, please visit www.interweave.biz.

About Artifex Technology Consulting

Artifex Technology Consulting, Inc., is an internationally recognized design and development firm specializing in ecommerce solutions and custom web applications. As a woman-owned business and Microsoft Gold Certified Partner, Artifex offers cutting edge ideas in web design and web programming with a key focus on complete ease of use for the most basic user. For infinite possibilities and revolutionary solutions, visit www.artifextech.com or call 888-ARTIFEX.

For more information

For more information, please visit www.interweave.biz.

Contacts:

Bruce Magown

Phone: 203-274-5226

Fax: 801-439-3476

Email: (bmagown @ interweave.biz)

Web: www.interweave.biz

InterWeave is a registered trademark of Integration Technologies, and AppExchange and Successforce are trademarks of salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.

# # #