TouchStar Announces New Collections Industry Application Called Collector Director?
TouchStar Announces New Collections Industry Application Called Collector Director™
Denver, CO — May 26, 2007
TouchStar, a world class provider of call center technology, today announces the release of its Collector Director™ software application for the collections industry.
The Collector Director™ application essentially takes all aspects of the business and allows integration of programs onto one screen for faster and more effective communication with debtors. Collector Director™ enables businesses to increase collector productivity, reduce training time, ensure compliance, provide objection handling techniques, customize payment negotiation parameters, and more.
The easily customizable collector script helps ensure compliance with FDCPA regulations. Objection handling techniques and payment negotiation parameters can also be presented to maximize collection rates. Collector Director™ also prompts collectors for information during the call before they can proceed to the next call. This ensures that important information, such as a bankruptcy, is captured on the first call with the debtor.
In addition, Collector Director™ provides robust features, such as automated credit card and ACH processing that are often not available in collection software. The credit card and ACH processing features significantly increase collector productivity, as well as the speed of recoveries. With the automatic payment authorization feature, collectors can capture payment information and automatically send the data to a merchant processor for real-time authorization. The automated credit card validation and authorization through a merchant processor is updated directly to the collection software. These features reduce the need for a follow up call due to inaccurate payment information.
Kyle Fox, TouchStar’s President of the Collections Division, commented: “TouchStar understands the importance for a collections organization to quickly capture data from its debtors. We created Collector Director™ to speed up the process of recovery, as well as allow for the functionality of processing a call from a single program. This will significantly help reduce errors, and ensure the right data is collected the first time around.”
Steve Bederman, TouchStar’s CEO, stated: “It seems as if weekly, TouchStar is announcing another accomplishment, such as the Collector Director™ application. We are proud of our aggressive approach to continually strive to meet our customer needs around the world.”
About TouchStar
TouchStar is a rapidly growing world class provider of call center software, hosted call center software, predictive dialers, IP PBX, voice messaging, and call center long distance services. TouchStar acquired Digisoft in 2005 and Sigmaworx in 2006, and has been named as one of the Denver Business Journal’s “Fastest Growing Large Private Companies in Colorado” for four years in a row. TouchStar is headquartered in Denver, Colorado, and has offices in Pune, India; Mumbai, India; New York, New York; Davenport, Iowa; Manchester, England; and Manila, Philippines.
Contact:
Christina Whitfield
Marketing Manager
TouchStar
303.338.0678 x.237
http://www.touchstar.com
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Home Page > Business > Telemarketing Services – Top Reasons to Outsource Telesales to an Outbound Call Center Provider
Telemarketing Services – Top Reasons to Outsource Telesales to an Outbound Call Center Provider
Posted: Nov 29, 2009 |Comments: 0
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The decision to outsource telemarketing services depends on a number of factors, the most important of which is whether the benefits accrued outweigh the costs incurred. It is the foremost duty of management to analyze the cost-benefit ratio before going in for outsourcing.
The primary benefits that come with outsourcing are the expenditure spared in recruiting and maintaining an entire telemarketing staff and the costs saved in procuring the equipment. The payroll costs are in part passed on as charges for the telemarketing services but the added benefits depend on how expensive the locally available labor is. If very low-cost labor is locally available to a company, outsourcing may not help save much on this count. As regards the equipment, the seasonal telemarketers are more likely to find outsourcing more efficient rather than the ones who need telemarketing services throughout the year.
However, once the initial costs are taken care of, outsourcing does contribute to saving costs for the company in the long run. Here are a few important reasons why you should go in for outsourcing:
Hiring of personnel
Labor costs are only a small part of the entire expenses that come along with hiring staff for the telemarketing services. The hiring and recruitment of the personnel can prove to be an expensive and cumbersome affair for the management. The money spent on the recruitment agencies and the time spent by management in interviewing the candidates is hardly worth the effort.
At times, the company may be forced to manage with a leaner staff than is actually required and compromise on the opportunity costs in not being able to make enough telemarketing calls due to shortage of staff. Outsourcing the services will not only ensure a well-staffed team to make the required number of telemarketing calls but also help tackle all the problems related to the recruitment of the personnel.
Professional training
Providing appropriate training to the personnel is perhaps, more important than hiring them because it is the kind of training that will determine the quality and success rate of telemarketing calls. Here again, businesses cannot afford to cut costs by compromising with a less professionally trained staff. The company and its products have to be represented by well-trained professionals.
But it is not at all an easy job to design and implement a high-level training program for telemarketing staff with up-to-date techniques by a company whose primary focus lies elsewhere. Professional telemarketing companies, on the other hand, can distribute their cost of training between various clients it offers services. As they specialize in telemarketing services, they can afford to spend time and money on providing intensive professional training to the telemarketing callers.
Compliance to telemarketing rules
With rapidly tightening rules and regulations, telemarketing calls have to comply with the updated restrictions put on these calls by various regional and federal governments. As the rules of various states keep changing from time to time, it gets very confusing for organizations to keep track of them.
In such a situation, it becomes tough for businesses to deal with these legal issues. For specialized telemarketing companies, however, it is a crucial part of their job to ascertain adherence to these rules.
Space for operation
The establishment of an in-house telemarketing facility would mean that the telemarketing staff and equipment would use up good part of the office space while in case of a telemarketing company the cost of space can again be spread among the various clients. A business might be compelled to go in for unnecessary space expansion to accommodate the telemarketing paraphernalia. Outsourcing can help avoid such extra expenditure.
Thus, outsourcing telemarketing services can save costs on a number of fronts and result in net savings for businesses after the initial costs are incurred in buying the services.
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Home Page > Business > How you can get the very best Benefit from using Call Center Software
How you can get the very best Benefit from using Call Center Software
Posted: Sep 03, 2010
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Predictive dialers are supposed to be able to develop the efficiency and productivity of businesses that make a lot of mobile phone telephone calls to clients, and by freeing up the time of phone center employees so that they only will need to deal with phone calls which have been answered without the need of having to place the calls themselves or spend any time on unanswered phone calls, it really should also strengthen customer support by ensuring that contact heart operators are able to concentrate around the a lot more important elements from the work. This isn’t often the case, even so. Predictive dialer systems, particularly those that happen to be cheap and flawed can really make customer service worse.
This may possibly not be a major concern for some users of dialers. If the customer is waiting for a name, maybe to let them know that a product they want is in stock, or that their order has been dispatched, could possibly be willing to place up with a fairly substantial delay between picking up the cellphone and hearing the voice of your operator.
Buyers who are receiving a get in touch with out of the blue are probably to be a lot more hostile to this silent delay. Most individuals react badly to your idea that they’re becoming communicated with by a machine. It makes them feel dehumanized and as if they’re becoming treated as unimportant. This can be damaging to the enterprise that is making the telephone calls, especially if they may be trying to market themselves and to discover new prospects. The call middle workers to whom the predictive dialer passes the call when it can be answered might never even get to speak towards the potential new consumer, as the cellphone may perhaps be put down throughout the delay. If the call is still connected, it is most likely to be received less willingly than if the initial contact had been manual, and the enterprise will therefore make a much less favorable impression for the particular person they may be hoping to sell to.
The delay that happens when a phone is answered occurs simply because a predictive dialer system makes phone calls without the involvement of a name heart worker. It automatically dials cell phone numbers from a list, and then forwards them to an operator if there’s an answer. The predictive dialer reacts differently to telephone calls that aren’t answered. It can tell the distinction between bust tones, answering machines and phone calls which have been merely not picked up. When a contact is answered as well as the predictive dialing software hands it over to a name middle worker, there will be a short pause. Some predictive dialers insert a recorded message into this pause, to be able to keep the purchaser about the line. Some predictive dialers, typically the extra pricey ones, have been designed to have shorter delays. This may develop the purchaser experience.
Another problem with predictive dialers that may make customer service worse is that they can sometimes make mistakes when deciding whether a get in touch with has been answered. If the particular person receiving the decision doesn’t give the expected greeting when they pick up, or if there’s some background noise, the predictive dialer may treat the call as unanswered. This can be very annoying for the man or woman around the other end of the line.
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Inbound Call Centers- Managing Your Customers
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Home Page > Business > Outsourcing > Inbound Call Centers- Managing Your Customers
Inbound Call Centers- Managing Your Customers
Posted: Mar 04, 2010
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Companies grow because of their customers. If you are selling your product or service to a targeted niche of consumers, you would like to increase it and like to let your potential customers know about you. If consumers are using your product, they could experience some problem or would want to have fair idea for comparison before deciding on your product. In both situations, you would have to get in touch with them. Here comes Inbound and outbound call center in picture. Every aspect related to before- during and after purchase of a service is handled by call centers. Inbound call centers oversee calls made by customers regarding a product or service. . The services include customer inquiries, product information requests, order taking, technical helpdesk and complaints handling. Along with these, inbound call center also provides toll-free hotlines, online web site responding services and remote secretary or receptionist functions.
The services of inbound call centers are highly recommended if you want to spur the growth of your company while cutting the cost and without affecting the output and working of management adversely. Often seen as third party services provider, they might work as an offshore service provider but provide you with an onshore quality work which enhances your conversion base.
With an assured work that gives you maximum return on investments, call center services handle the inflow of calls efficiently made by your customers. From basic phone answering services such as feedback, suggestions, complaints to messaging services call center provide quality oriented support and strengthen customer – company relationship. To deal with increasing frequency of customer calls, contact centers deploy Customer Relationship Management software. With the help of CRM, not only the volume of calls is dealt efficiently but the output can be tracked also. You can supervise the positive or negative response and efficiency of call center program. Proper complain handling or accurate communication about your product help you to increase your customers and make your product popular in the market giving you a competitive advantage in market.
Hiring services of call center helps you to save on board costs of hiring a full team of customer support executives. The working process of call center is thoroughly documented and strictly adheres to schedules, so that your customers can get in touch with your services 24 X7. Call Center Outsourcing customer services reduce your operational costs and save time. You get time to focus on other important strategic issues and product expansion than to worry about handling customer calls.
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Morris Jane is associated with Vcare Call Center and working as a Sr. Marketing Manager. Vcare is a leading business outsourcing company offering high-quality, cost-effective call center outsourcing, technical helpdesk, back office support, inbound call center and software development services to all sized businesses across the Globe. We help clients achieve higher customer satisfaction and increase revenue growths. Any suggestion, queries regarding call center services or outsourcing is more than welcome: www.vcarecallcenter.com
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Morris Jane is associated with Vcare Call Center and working as a Sr. Marketing Manager. Vcare is a leading business outsourcing company offering high-quality, cost-effective call center outsourcing, technical helpdesk, back office support, inbound call center and software development services to all sized businesses across the Globe. We help clients achieve higher customer satisfaction and increase revenue growths. Any suggestion, queries regarding call center services or outsourcing is more than welcome: www.vcarecallcenter.com
Call Center Software: Better Customer Experience
Call Center Software: Better Customer Experience
Call Center Software: Better Customer Experience
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Home Page > Business > Business Opportunities > Call Center Software: Better Customer Experience
Call Center Software: Better Customer Experience
Posted: Mar 23, 2010 |Comments: 0
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Customer support is the core of every call center company and therefore, it aims at providing the customers with a better experience each time they call up. The software is just apt for increasing its efficiency.
Your call center company can certainly offer the best customer experience with the implementation of software. The call tracking software is an output of high-end technology and guarantees you with striking results. The software enables your BPO agents to establish dependable and effective communication with the customers. The employees will be able to maintain a relationship with the customers only if they can understand each other properly. That means, the agents should be able to answer the customer queries very quickly and in a precise manner.
The call tracking software helps in saving the operational costs of your company by reducing the time spend by the clients and customers in each call. The software helps your call center employees to use the information of their previous customer interactions so as to serve the customers in a better way. Flawless customer transactions will help them in maintaining better customer relations essential for your business in the long run. The software is very essential for effective call center functioning since it enables the employees to keep a track on all customer interactions with much ease.
The agents do not require spend unnecessary time in managing the call history. The function is performed by the call tracking software and itself; it allows the agents to devote their in building more clients. With the software functioning at your call center, the employees get more time to look after the satisfaction of their customers. Besides, customer information can be accessed by any member of your organization. The software allows a multiple number of channels to access the information regarding call tracking.
The customers calling up at your organization are generally in need of certain information which they require urgently. Thus, your employees cannot afford to keep them waiting for their answer or else they might put off the call. For this reason, the employees are required to have all the information at their finger tips. Here lies the need of the call tracking software. It results in enhanced agent productivity, reduced operational expenses and absolute customer satisfaction. The software allows your employees to provide the clients with effective and prompt answers whenever they call up to hire your services. It appears to be very helpful in bringing more profits to your call center business.
The customers call up to get their queries solved without wasting much on their time or money. The software will help the agents to answer to each and every customer in the right context, without making them wait for long. They are required to take proper care of the customers and ensure that the customers are not getting bored or impatient. In today’s world of competition, losing out on a single customer can be a risk for your business. The software helps in simplifying and streamlining the experience of the customers. It enhances the ability of your organization to build better customer relationships for taking your business to a high. The popularity of your organization is largely dependent on customer reviews. A single negative review is able to let down the good will of your company. So you are suggested to incorporate a call tracking software at your office.
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A large variety of call center softwares are available in the market for you to make your BPO the ultimate choice of the customers.
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I would want to apply in a call center here in the philippines and I do not know what shall I include in my resume. I am just a high school graduate and I have no working experience yet
Do you have any sample questionnaires to use for voice of the customer — in regards to their experience with the outsourced help desk and it services
I want to start abussiness in software field and ihave little knowledge in bpo, i had little experience in dealing with, now i want to start my own company with minimum ifrastructure, kindly advice
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A large variety of call center softwares are available in the market for you to make your BPO the ultimate choice of the customers.
Contact Center World’s “Best of the Best in Customer Service” Commends TouchStar for Its World Class Customer Service
Contact Center World’s “Best of the Best in Customer Service” Commends TouchStar for Its World Class Customer Service
Denver, CO — May 11, 2007
TouchStar today announces it has been chosen as a highly commended winner of the 2nd Annual Contact Center World Awards “Best of the Best in Customer Service.”
TouchStar will be recognized at the Contact Center World Awards Conference and Gala dinner, and will be presented with a commendation award commendation for Best in Customer Service.
TouchStar attributes the recognition from Contact Center World to the devotion to its Core Value: “A client gives us a gift of trust. We honor that gift be serving them with integrity, passion, relentless effort, and sound processes.”
TouchStar recently restructured its Professional Services Organization and management structure, to enhance the customer service that TouchStar provides to its clientele. The company has also recently released several new and enhanced products and services to offer more complete call center solutions.
Steve Bederman, TouchStar’s CEO, commented: “It is an honor to have TouchStar recognized for our commitment to customer service. Receiving recognition from industry experts such as Contact Center World is an honor, but we are not satisfied with this achievement; we continue to look for ways to improve every day.”
Commenting on highly commended winners, Raj Wadhwani, President of ContactCenterWorld.com, “We are proud to have so many great companies in our awards program. This is a unique event. To be a highly commended award winner is an amazing achievement!”
TouchStar has also been nominated for several product and service related categories in Contact Center World’s Members’ Choice Awards. Call center customers vote online for their choice of industry products and services. The winners will be announced at the 2nd Annual Contact Center World Awards & Conferences.
About ContactCenterWorld.com
ContactCenterWorld.com is the Worlds’ leading on-line resource for contact center and customer service professionals. With a membership of over 99,000 strong, the ContactCenterWorld.com brand is synonymous with innovation, leadership, creativity and support.
About TouchStar
TouchStar is a rapidly growing world class call center solution provider that offers on-site call center software, hosted call center systems, predictive dialers, automated voice messaging, voice, data & long distance services, and an IP PBX phone system. TouchStar acquired Digisoft in 2005 and Sigmaworx in 2006, and has been named as one of the Denver Business Journal’s ‘Fastest Growing Large Private Companies in Colorado’ for four years in a row. TouchStar is headquartered in Denver, Colorado, and has offices in Pune, India; Mumbai, India; New York, New York; Davenport, Iowa; Manchester, England; and Manila, Philippines.
Contact:
Christina Whitfield
Marketing Manager
TouchStar
303.338.0678 x.237
http://www.touchstar.com
###
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Home Page > Business > Virtual Contact Center Supporting Organizations Go Green
Virtual Contact Center Supporting Organizations Go Green
Posted: Sep 27, 2010 |Comments: 0
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The Virtual Contact Center has become important for its ability to provide organizations with significant benefits in not only cost savings but also, as more and more businesses become aware of their environmental impact and responsibilities, the virtual contact is also helping organizations go green. The virtual contact center, which supports the home agent model, is web-based and makes it possible to access and utilize tools and reports from any location where there is an Internet connection. By supporting the home agent model, the virtual contact center is able to attract a broader, more educated labor pool that better serves their customers.
The e-business now prioritize going Green. This will mean decrease in the consumption of power in the data center by switching off the air conditioners at night. The call center industry has no exception. The will start to implement a Green hosted call center environment. A virtual call center allows the organization to participate in the reduction of power consumption. Call center will allow its agents to work in any place where they have access to phone and Web connection. This will result to significant reduction of physical space and vivid change on the expenses of rent and utility. For instance, a traditional call center allocates 120 square feet of office space per agent. Commercial space rent is from to per square foot per year. If the cost is per square foot rental, the cost per year per agent equates to ,500, or 0,000 per 100-seat call center. Assuming the utility costs is around ,000 per year and the possible savings in a hosted environment are extensive. Also, the virtual contact center can allow organizations to extend their service hours and offer improved customer service levels as callers are better able to reach agents and are connected directly to agents who can assist them with their needs quickly and efficiently.
Aside from these abilities, the virtual contact center becomes important to organizations looking to go green as the agents they employ are home, not commuting and releasing more carbon emissions or using electricity, fuel or other costly elements of a brick and mortar establishment. By reducing the organizations carbon footprint, the virtual contact center has huge benefits on the environment including a significantly reduced carbon footprint and removing pollution from the air.
The Green concept has been over hyped in a number of industries, and call center industry is now starting to enjoy measurable benefits that go beyond by merely giving satisfaction to the environment. By implementing a hosted platform that eliminates the need for a physical building, the organization will then save funds, will trim down power consumption and will force an improved overall experience for everyone concerned. According to a survey conducted by Softlab, 44 percent of those surveyed, senior managers and executives, plan to go green in their contact center within the next 12 months and a further 20 percent in the next three years, indicating that green issues will likely have an impact on purchasing decisions in the near future.
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Ervin Kleitz Gonzalesis a well known Call Center Management Expert and Customer Service Marketing Expert. Visit his web site http://www.mobileexpresscontactsolutions.com today to learn more about the teleseminars and training products they offer!
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virtual contact center, contact center philippines, outsourcing philippines, bpo philippines, business process outsourcing, go green organizations
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Ervin Kleitz Gonzalesis a well known Call Center Management Expert and Customer Service Marketing Expert. Visit his web site http://www.mobileexpresscontactsolutions.com today to learn more about the teleseminars and training products they offer!
