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Avail of Free Trial Call Center Outsourcing Services from OutsourcingCity.com

Brea, CA — December 11, 2008

With the nation facing financial turmoil, businesses are finding more and more ways to stretch the ever shrinking dollar. One of the most viable solutions in cutting down costs is to go into call center outsourcing wherein some of the businesses’ operations are outsourced to companies. Aside from reducing operational costs, call center outsourcing allows a business to free itself from tedious operations, giving them a free hand to focus on their core business.

Outsourcing City is a call center outsourcing services provider that aims to offer the best call center outsourcing services by providing technologically advanced call center outsourcing facilities, as well as having the best people to do the job exceptionally well. The company is fully equipped to offer exceptional inbound call center outsourcing services, outbound telemarketing services, and medical transcription. Soon-to-be-launched services will include back office outsourcing and medical billing services.

Outsourcing City truly understands the need for companies to further save on investments. As a way of allowing companies to try the various call center outsourcing services offered by the company without having to invest, trial services can be availed absolutely free-of-charge. The free trial call center outsourcing services include either a week of medical transcription service, a week of telemarketing service or a free week of cost benefit analysis.

In addition to a free trial of call center outsourcing services, the company is also offering performance-based outbound telemarketing services. Companies who avail of this need not to pay for fixed cost of telemarketing service. Payments will only be made once a sales transaction has been closed. Also included in the outbound telemarketing services are: calls from the client’s target list, a total of around 400 to 500 calls a week to generate sales and leads, Telemarketing Lead Management, Generation and Qualification, providing a detailed metrics report, and real time analytics reporting, among many others.

A strategic partnership with Outsourcing City could bring exponential results to any business. A call center outsourcing service company that remains solid in services despite any economical crisis, Outsourcing City is all about giving outstanding call center outsourcing services at a fraction of the cost. Moreover, it can constantly and effectively support clients by helping them expand their business through superior call center outsourcing solutions. Outsourcing City thus becomes a reliable extension of a growing business.

Call Outsourcing City at toll free number (877) 600-0678 and experience the difference an excellent call center outsourcing solution makes.

About OutsourcingCity.com:

With headquarters in Brea, CA, Outsourcing City is a fast growing provider of call center outsourcing solutions and business process outsourcing (BPO) services. Call center outsourcing services include: Inbound Call Center Outsourcing Services, Outbound Telemarketing Services, Back Office Outsourcing, Medical Transcription, and Medical Billing.

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Related Inbound Call Center Press Releases

How Using the Right Call Center Software Can Help you Comply With Legal Restrictions

It is just unfortunate that call centers have acquired a disreputable reputation due to the actions of certain contact center agents and their respective contact center companies that have annoyed, and infringed upon the rights of prospects and customers. This is why in the US, call center agents and their call center companies have to abide by certain laws and regulations such as those set by the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC)to avoid getting into legal trouble.

One way your call center can be compliant with US laws and regulations is by using the Predictive Dialer system of the Oracle Contact Center Anywhere call center solution offered by Promero. The Predictive Dialer helps your contact center agents prevent as many abandoned outbound calls as they can. An outbound marketing call is considered abandoned when a prospect or customer does answer the call but the telemarketer delays by up to two seconds the transfer of the call to an authorized sales rep. The FTC actually has a special Telemarketing Sales Rule which imposes restrictions on the number of abandoned calls your contact center agents can incur within a day.

You can use the Virtual Call Center feature of the Oracle Contact Center Anywhere call center solution to automatically restrict the percentage of abandoned calls to just 3%. This allows your call center to remain within the boundaries set by the Telemarketing Sales Rule. Another feature of the call center software that can help you meet the Rule requirements is the Predictive Dialing feature which you can set to permit an outbound marketing call to ring only for up to 15 seconds maximum (or four rings maximum) before the unanswered call will be disconnected.

If a marketing call is initiated but the sales representative in charge cannot immediately answer the call, you can set the software to play a pre-recorded message giving details to the prospect or customer who answers the call. The pre-recorded message may contain such details as the company you are calling on behalf for, the contact number of the call center, and for whom you are calling the prospect for (like, for which client and which account you are working for at that time.) The message has to be played within two seconds from the instant someone answer the phone call.

Now what do you do if you want to call someone who may seem like a good prospect but who has made it a point to have himself placed on a Do Not Call list? Actually, you should just look for other prospects because it is illegal to pursue that prospect by even making one phone call. This is a very important rule to follow so that the public knows your organization respects their rights to privacy and their decision not to be bothered with your phone calls.

Burlington, MA — June 3, 2010

OnState Communications, the leading provider of on-demand virtual call center solutions, today announced support for Amazon (NASDAQ: AMZN) S3 (Simple Storage Service) – a popular web-based storage service offered by Amazon Web Services. Along with other premise- and cloud-based options, OnState customers can now use Amazon S3 to store critical files such as call recordings and chat transcripts in a highly secure and reliable manner.

“Like Amazon, OnState is committed to bringing the scale, reliability, and convenience of cloud computing to businesses of all size and type,” said Pat Kelly, CEO of OnState. “With the addition of Amazon S3 to our already versatile storage options for the chat and call recording components of our virtual call center solutions, our customers can now leverage Amazon’s highly scalable, reliable, and secure infrastructure to store important customer communications records.”

Amazon S3 offers the ability to store and retrieve any amount of data, from any location, at any time. It provides a highly durable infrastructure designed for mission-critical data storage. The service delivers 99.99% availability backed by a stringent service level agreement. It also simplifies compliance with government and industry regulations such as HIPAA and Sarbanes Oxley (SOX), enabling enterprises to preserve and secure confidential customer conversations and sensitive business interactions.

With the addition of Amazon S3, OnState customers now have another affordable option for chat and call recording storage in the same highly scalable, reliable, and secure infrastructure that Amazon uses to run its own global network of web sites. Using OnState and Amazon S3, any business can enjoy enterprise-class scalability, reliability, and security without the expense or hassles of a conventional premise-based solution. With a cloud-based virtual call center solution from OnState, and call recording storage in the cloud from Amazon S3, enterprises can add users and capacity on-the-fly while responding to rapidly-changing business requirements in a timely fashion.

Amazon S3 joins Google Apps and salesforce.com as OnState-supported cloud-based call recording storage services.

About OnState

OnState provides on-demand, intelligent virtual call center and virtual PBX solutions that are network-based, highly-functional, scalable, and resilient. Using the company’s patented business presence technology, OnState’s solutions ensure that customers are connected with the proper employee on the first try, every time, independent of location or device–including existing telephony infrastructure, hard phones, soft phones, mobile phones, and communications collaboration tools. Founded by the telecommunications pioneers who launched GeoTel Communications (NASDAQ: CSCO), OnState’s mission is to reduce business communication costs dramatically with its true SaaS communications solutions. For more information, visit http://www.onstate.com/about-us.

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— September 5, 2007

Contact 1-2-1 has successfully serviced some of Australia’s leading automotive companies since 2002. Contact 1-2-1 has educated many of its automotive clients on the value of building a familiar but professional relationship with its customers. This has been a difficult task since most companies usually measure inbound call center services as a cost item on their balance sheet.

“Unfortunately this short-sighted but common approach towards inbound call centers leads to significant lost opportunities that usually have a real and measurable negative affect on the balance sheet down the track. Inbound services can often suffer from this financial misinterpretation of their lack of value to an organisation.

Companies that are tightly managed by ‘bottom line’ focused management usually lack the foresight and ability to comprehend the value an inbound call center can bring to their bottom line in the medium to long-term. Companies will spend millions in above the line marketing but will instruct their staff to ‘keep their conversations brief with customers’ to ensure that costs remain low in the call center. The end result is usually a lost opportunity to build a relationship and to increase customer satisfaction and loyalty. The short-term line item on the balance sheet looks good but the longer term affect to the business, and ultimately the balance sheet, is quite negative. The brand damage achieved through poor one-to-one customer communications is significant,” said Joe Tawfik, joint Managing Director for Contact 1-2-1.

Intelematics Australia, a leading telematics provider to the automotive sector, has for a long time acknowledged the value of good customer service to its business. Intelematics is an Australian telematics pioneer and has been operating telematics programs in Australia since 1999. Working across a broad range of industry sectors, Intelematics provides telematics programs and traffic services that strengthen their clients’ brands. Intelematics’ clients include GM Holden, Toyota, Mitsubishi Motors and RACV.

The company recently selected Contact 1-2-1 as its chosen provider for inbound call center services. “Contact 1-2-1 has previously provided Intelematics’ call center services. This previous experience provided a cordial and professional service offering and when an opportunity arose to again use Contact 1-2-1’s service facilities, we were happy to engage. Intelematics utilises Contact 1-2-1 to provide a 24×7 voice services for Roadside assistance referrals, Emergency Assistance and convenience services such as remotely unlocking vehicle doors. The very nature of those services means that they must be delivered in an open, friendly and efficient manner. Contact 1-2-1 has a great ‘six star service principle’ that takes a hospitality approach to inbound call management. This approach suits our customers, their customers and us. In the highly competitive automotive industry we have to ensure that our services are delivered at the highest levels possible and Contact 1-2-1 is another element that will help us continue to achieve this,” said Steve Owens, General Manager, Intelematics.

About Contact 1-2-1:

Contact 1-2-1 is a leading outsourcer that provides expertise to Blue Chip companies seeking to grow their business using call center services. Our management team has many years of experience designing and refining call center solutions that generate measurable value. Contact 1-2-1 has invested in its people, technology and processes to ensure it can offer a Best in Class (BIC) solution for its clients. Contact 1-2-1 has over 350 seats and has three call centers based in Sydney, Gold Coast and Adelaide.

Web: www.contact121.com.au

Sydney Address: Level 4, 15 Castlereagh Street, Sydney NSW 2000

Media Contact:

Joe Tawfik (joint Managing Director – Contact 1-2-1)

Email: info @ contact121.com.au

Mobile: +61 411 283 994

Landline: +61 2 9222 1025

About Intelematics Australia

Intelematics Australia is a leading provider of vehicle manufacturer telematics programs within the Asia Pacific region. Working in partnership with its clients, Intelematics aims to create tailored telematics programs that bring benefits to vehicle manufacturers, their maintenance and retail channels and motorists.

Globally recognised for its innovation, Intelematics’ services include safety and security, fleet and workforce management, real time traffic information, navigation, together with a range of real time motorist information and convenience services. Intelematics is also working with its clients to provide enhanced remote vehicle diagnostic and eCRM services.

For more information, visit Intelematics Australia’s website at www.intelematics.com.au

Media Contact:

Kathryn Whitfield, Marketing Manager

Email: enquiry @ intelematics.com.au

Mobile: +61 414 814977

Landline: +61 3 8415 9000

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Vmukti.com call center software, predictive dialing software and Video for creating Collaborative Module-7 For more info : www.vmukti.com contact@vmukti.com
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Makings of a Good Contact Center Offshore

Most contact centers need to focus on giving the best contact center offshore service that they can give. This is easy to say, but what exactly does it mean and what exactly does a contact center offshore company need to have in order to achieve this?

A contact center offshore or onshore should be the central point, the hub of a company’s enterprises where all customer-related calls, correspondence, and all kinds of contact are filtered in segregated and processed. Emails, newsletters, catalogs sent through the mail, online inquiries and chat should all be expediently managed and processed in a good contact center. Offshore call centers should work doubly hard for the care of a company’s customers because the relationship between a company and its customers are so fragile and yet are of the outmost importance. This is the truth, you can ask any veteran company or businessman about this and they will give you the same answer.

How exactly does a contact center offshore establishment handle the sheer bulk and complexity of customer service relationship management? A good contact center offshore should have the best infrastructure which will be able to help the customer service reps to handle and expertly process each customer. They should have intense training in the basic technical skills required. And more importantly, they should have a good grasp of the language and culture that are inherent in U.S. clients and of the business as a whole.

These agents shall be managed by efficient managers. Take that away and the structure collapses and falls into itself. These will be the people who are tasked to pass down and therefore maintain the great customer service standard and the U.S. style business methods and ethics. Training in software or lack thereof is also a big factor that could either make or break your regular garden variety contact center offshore company.

The second tier that makes a good contact center offshore is the technical aspect. Equipment should be functional and up to date. But the real test is the software of the company. A lot of contact center offshore establishments do not use original computer software. The practice lets these companies save a few dollars in expenditure but this can cause big problems in the long run. The also sometimes use sub standard software. So much depends on the company software. It should be reliable, fast, and easy to use because the processing of call information will all rely upon this. This is in essence, the hub of the hub.

With so many <a rel=”nofollow” onclick=”javascript:_gaq.push([‘_trackPageview’, ‘/outgoing/article_exit_link’]);” href=”http://www.voncore.net/”>contact center offshore</a> companies out there, choosing the right one is very hard. Arm yourself with information and search the internet for the right one to fit your needs.

More than simply workforce optimization, PerformanceEdge™ from Aspect Software gives you the power to transform the performance of your contact centers. PerformanceEdge combines the #1 workforce, performance and campaign management applications with next generation recording and quality management and integrated coaching and eLearning – delivering true contact center performance optimization.
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For a free demo, visit www.telax.com Customer service is mission critical to your business. Don’t risk misrepresentation by letting outside agencies handle your calls, let Telax handle the technology! No more hardware means no more headaches. Having your own agents has never been easier! Please visit our website at www.telax.com

Charlottesville, Virginia (Vocus) March 31, 2010

Inova Solutions, a leading provider of call center reporting technology, today announced that its Inova LightLink™ middleware is compliant with Avaya IQ 5.0.1 using the Inova historical interface to capture ACD contact center data from Avaya Aura™ Communication Manager. Avaya is a leading global provider of business communications applications, systems and services.

The LightLink middleware helps contact centers monitor and report key metrics from various sources, including automatic call distributors, workforce management systems and internal databases, in order to streamline operations and improve productivity. LightLink supports visual reporting on LED reader boards, LCD monitors, web-based dashboards and agent computer desktops. Previously, Inova LightLink achieved Avaya compliance with Avaya IQ using the Inova real-time interface, and now it is also compliance-tested by Avaya for compatibility with Avaya IQ 5.0.1 using the historical interface.

“Our clients trust Inova and Avaya for business-critical operations,” said Inova Solutions CEO Peter Sisti. “Compliance testing eliminates much of the risk associated with integrating technology platforms. For 26 years, our clients have depended on our commitment to interoperability testing to eliminate that risk, and extend the value of technology in their contact centers,” said Sisti.

Inova Solutions is a member of the Avaya DevConnect program — an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Gold member of the program, Inova Solutions is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure — speeding deployment of new applications and reducing both network complexity and implementation costs.

“Companies like Inova Solutions are expanding the choices available to Avaya customers,” said Eric Rossman, vice president, Developer Relations, Avaya. “With a broad selection of standards-based solutions that are compliance-tested for interoperability, businesses can use communications strategically in their operations and make critical information readily available to both clients and employees.”

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

About Inova Solutions

Inova Solutions is a leading provider of real-time communication solutions that help contact centers and other organizations instantly communicate vital information. Founded in 1984, Inova Solutions is headquartered in central Virginia with sales and service representation worldwide. For more information, visit www.inovasolutions.com/call-center-reporting and http://www.inovasolutions.com/call-center-reporting/partners/avaya-cms.htm.

Media Inquiries:                        :

Maureen McGrath, Inova Solutions                

434-951-8126                            

mmcgrath(at)inovasolutions(dot)com                

Media Inquiries

Jonathan Varman, Avaya

908-953-6432

ljvarman(at)avaya(dot)com

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Boost your business with a virtual call center

In the past, the contact center of any business typically consisted of endless rows of business agents seated at their desks with microphones plastered to their ears, working away furiously at their computers. There would be a number of supervisors walking up and down the aisles to make sure that everything worked like clockwork. That business model is undergoing a rapid change, thanks to the arrival of the internet.

Internet Protocol Telephony and Virtual Call Center software has made it possible for contact people to work from a far relaxed atmosphere, and they are supervised via technology. Newly emerging contact centers are without a fixed physical location. These are virtual call centers and they are a viable alternative to the outsourcing melee that is robbing people of so many jobs.

As experts say, the process of setting up a virtual is quite simple. All it requires is a browser, a computer and a phone. The challenge is to manage the interaction process with business partners, sales prospects and current/potential customers. This is where it becomes complex. That is why companies need to go in for precise and careful planning and investment if they intend to move to a virtual call center.

In the virtual call center model, call center agents in different parts of the world work from their own locations. They simply log on to the call center system through the World Wide Web. A truly efficient virtual call center software kicks into action from this point onwards. While enabling proper communication, the system makes logs of all inbound and outbound communication. This makes it possible to track and report communication. Data mining becomes easy. Closed lead loop tracking is made possible.

There are a number of advantages in using a virtual call center for your business solutions. First, there is great flexibility and dynamism in the system. This in itself attracts a talented pool of agents. Expansion is easier since the company can pull its clients from a wide geographical area. Cost saving is also substantial as facility costs are minimal, and contact agents accept 5-15% less when they are working from geographical locations that are suitable to them.

However, virtual call centers are vulnerable to security breaches. Thus, the software you choose must have strong security policies to safeguard the information that is being handled at both ends. Technical support must be available round the clock and regulatory services must provide complete control over home-based agents. So, the system, though easy and completely doable, requires a good amount of technological investment. Performance management, quality control and security needs to be of sterling quality. Only then can your virtual call center stand on its own two legs.

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