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Outbound Call Center Training

Posted: May 21, 2010 |Comments: 0

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Outbound Call Center Training

By: jems hug

About the Author

Outbound call centers equip their agents to deal with anything they need to tackle your business. For more on outbound call center services, pay us a visit.

(ArticlesBase SC #2419228)

Article Source: http://www.articlesbase.com/ – Outbound Call Center Training

The need and importance of outbound call center training can hardly be understated. Answering services are at an advantage that way because they are dealing with customers and callers who are interested in talking to the agent. The case is the inverse when it comes to outbound telemarketing services. Here the agent has to interact with potential customers who are more likely to be disinterested in the products or services. It becomes the agent’s job to talk to them in a professional but persuasive way. Convincing the person on the other end of the phone to at least hear them out is the main challenge for the agents in this case.

That is where outbound call center training steps in. The agents who handle outbound BPO calls are advised to keep their calm at all points. There will be those provocative statements glaring down the phone. There will be those receivers who don’t have anything to do with the product or service. There will be those who hate the very voice of a telemarketing agent! Agents are warned that these challenges would make up the bulk of their work. Their training agenda consists of several aspects of marketing that you would not find in the course sheets of offline marketing.

Among others, anger management plays a very major role in outbound call center training. Agents are told that there will be provocations and even humiliating remarks coming from the receivers of their calls. The BPO agent’s work is to turn all of that negativity and push for sales as well. Samantha Gray, a training expert with a reputed business outsourcing center says, “We monitor all the calls that the agents make. If we find that the agent has raised his or her voice during a call, we warn them. If the problem persists with the same agent, we terminate them.” The cold logic is that call center agents have to hold their nerves because any failure on their part to do so would harm the client’s business.

To get rid of the stress in the work environment, outbound call center training sometimes involve yoga and other breathing techniques to soothe the frayed nerves. Samantha says, “Deep breathing works really well to channel all the agitation and frustration out of your system into positive energy.” BPO agents derive a lot of benefit from these training exercises because these are part of their survival strategies. They know that they can never afford to head for a burn-out because of the steep work pressure. Longevity is the key for any professional and is more so for the call center agent.

As a client who is looking to hire a business outsourcing firm or a wide-eyed youngster looking to join the BPO world, you need to know the training methods. This is because only when you know what the agents are trained for can you fully appreciate and understand their mind and the rush of activity within. It’s only then that you can truly value what it takes for your project to get delivered on time. And what goes behind those cracking lead generation lists that the BPO firm hands over to your in-house sales team.

Retrieved from “http://www.articlesbase.com/business-articles/outbound-call-center-training-2419228.html”

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jems hug –
About the Author:

Outbound call centers equip their agents to deal with anything they need to tackle your business. For more on outbound call center services, pay us a visit.

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Voice Broadcasting: a Powerful Tool, But Dangerous in the Hands of Fools

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Voice Broadcasting: a Powerful Tool, But Dangerous in the Hands of Fools

Posted: Aug 06, 2007 |Comments: 1
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Call of Duty 4 – Tactics: Broadcast

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Voice Broadcasting: a Powerful Tool, But Dangerous in the Hands of Fools

By: Jennifer Hanna Gross

About the Author

By Jennifer Gross

Freedom TeleWork
www.freedomtelework.com

(ArticlesBase SC #194194)

Article Source: http://www.articlesbase.com/ – Voice Broadcasting: a Powerful Tool, But Dangerous in the Hands of Fools

Voice Broadcasting can be such a great technology for so many applications. It has been a popular and growing tool now for many years and for good reason. Imagine being able to deliver a message to large numbers of people without having to pay the cost of tele agents, and having the ability of sending one message to a live pick up vs. a different message to an answering machine. Add to this the marrying of interactive voice technology where a recipient is able to press a number key and be transferred to a live agent, or place an order for a product or service. It is the ultimate technology in terms of cost efficiencies and flexibility for marketers, political consultants, municipalities, collection organizations, and many other entities.

But powerful tools in the hands of fools create a great deal of danger. See Bob Tuttle and Mark Edwards for details. Their firm “The Broadcast Team” (aka TBT) was recently fined ,000,000 by the FTC and the Department of Justice for violations Telemarketing Sales Rule (TSR) in the course of using “voice broadcasting” to call millions of U.S. consumers using automated dialers and prerecorded messages.

The Federal Trade Commission today announced that Tuttle and Edwards firm was charged with making tens of millions of illegal automated telemarketing calls and they have agreed to pay a million civil penalty under a settlement reached with the agency and the U.S. Department of Justice. They had violated the Telemarketing Sales Rule (TSR) in the course of using “voice broadcasting” to call millions of U.S. consumers using automated dialers and prerecorded messages.

A federal district court action brought by DOJ on behalf of the Commission alleges that the Florida-based telemarketer’s automated phone dialing service called and then illegally hung up on more than 64 million people � and called more than a million numbers that were listed on the National Do Not Call (DNC) Registry. Lloyd Gomberg, Senior Vice President of Freedom telework Inc. said �The law is very clear- Even when Voice broadcasting is legally permissible the calling list still must be scrubbed against the FTC and various States Do Not Call Lists.�

Gomberg further noted that Freedom Telework Voice broadcast customers are also advised that it is unlawful to send audio messages to any emergency phone lines. For example, 911 numbers, hospital medical service lines, physicians, health care facilities, poison control centers, fire or law enforcement agencies. Another basic rule according to Gomberg: Do not send unsolicited audio messages to those who will incur charges. For example: beepers, pagers or cell phones unless you have permission.

Gomberg pointed out that when Voice broadcasting is used in a live application where the intent is to play the voice recording only to answering machines and have agents talk with consumers when they pick up, the rules on �Abandonment� are still in place. The TSR limits telemarketers’ use of recorded messages by requiring that calls answered by a person be connected to a live representative within two seconds. This restriction on “abandoning calls” by hanging up or playing a recording when someone answers applies to telemarketing calls to solicit sales of goods or services, and to calls from for-profit telemarketers soliciting charitable contributions

According to Gomberg, the 11 basic rules of Voice broadcasting are:

1. Consumer must give prior consent, or

2. Existing Business relationship, or

3. Tax exempt organizations

4. Do Not Call List regulations apply when Voice broadcast is permissible

5. Customer may request addition to your company Do Not Call List

6. Existing Business relationship expires 18 months after a purchase or 90 days after an inquiry or application

7. Allowable to use this application for: Collections, Mortgage Refinance with an EBR

8. Allowable for Non Profits and telemarketing companies working on behalf of non profits, and Charities seeking donations

9. Allowable for Political campaigns, Initiatives

10. Some States have outlawed Voice dialers: Freedom Telework cannot advise on these matters, it is up to clients to check with legal counsel.

11. Informational broadcasts and free offers are prohibited unless the organization is otherwise allowed to broadcast

In the broadcast team case, The FTC’s Telemarketing Sales Rule (TSR) was violated in the course of using “voice broadcasting” to call millions of U.S. consumers using automated dialers and prerecorded messages. Many of the numbers TBT called were on the DNC Registry, making the calls themselves unlawful. The FTC also charged that TBT failed to pay for access to the DNC Registry’s numbers in numerous instances. TBT had argued that the TSR did not apply to its delivery of prerecorded messages and should not apply to its plans to use prerecorded messages to solicit funds on behalf of a charity. But in a related case pending in the same court, U.S. District Court Judge Anne Conway rejected TBT’s legal arguments last April. The court ruled that TBT is a required to comply with the TSR, and that exempting TBT from the TSR’s requirements would frustrate the FTC “in achieving its goal of protecting the residential privacy of consumers.”

Gomberg said � This technology is powerful and incisive- just make sure that you consult an attorney and know that you are on firm legal ground before proceeding with a campaign.�
Jennifer Gross works at Freedom Telework, the Virtual Call Center that offers hosted call center solutions such as predictive dialing, voice broadcasting, chat, inbound call center, outbound calling, IVR, skill based routing, and so much more.

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(ArticlesBase SC #194194)

Jennifer Hanna Gross –
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By Jennifer Gross

Freedom TeleWork
www.freedomtelework.com

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1. RonBinkly 01/11/2009

Voice broadcasting has become very restricted but you can still send pre-recorded messages to companies and consumers by using a “voicemail courier”, a service provided by company called voicelogic.

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By Jennifer Gross

Freedom TeleWork
www.freedomtelework.com

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IRS Call Center Agents with Disabilities Deliver Quality Work, Find Quality of Life

November 26th, 2010 | Category: Virtual Call Center

IRS Call Center Agents with Disabilities Deliver Quality Work, Find Quality of Life

Boston, MA — November 2, 2010

Individual agents working from home in �virtual� call centers once again prove they can compete effectively and economically with agents located in traditional corporate contact centers. Agents answering calls to the IRS Forms and Publications Toll-Free Hotline just turned in a second consecutive error-free month. This despite the fact that all of its geographically dispersed agents work remotely due to disabilities that prevent them from working outside their homes. They were also recruited, trained, and now answer calls without ever having met anyone at their employer, NTI, a nonprofit organization that finds jobs for Americans with disabilities in contact centers.

After awarding NTI an initial five-year contract to employ Americans with disabilities preventing them from taking jobs outside the home, the IRS renewed NTI�s contract in 2009. The agents, all of whom undergo screening and training from their homes before being certified to take live calls, are working NTI�s seventh tax season. They�re also preparing for the inevitable surge of calls in January 2011, and are intent on maintaining their 100% quality score. M.J. Willard, NTI�s Executive Director, enthusiastically points out the win-win outcome. �Americans answering calls in a variety of distinctly American accents help other Americans obtain the tax information they need. And without a mistake for the last two months. As NTI likes to say, �We manage Quality.��

Despite the pressure to maintain their quality record while confronting the daily challenges imposed by a wide range of disabilities, NTI�s agents enjoy their jobs, and the work/life balance having a legitimate work-from-home income allows. Many find their NTI jobs through the vocational rehabilitation agencies in their states, after years of deleting suspect work-from-home spam offers arriving in email.

Americans with disabilities like Dan Stogsdill, a remote agent with five years of experience on the IRS hotline, explain: �If you want to work for an honest day�s pay, without welfare, go for it. It�s the best thing I�ve ever found. I spent years and years looking for work. When I received my first paycheck with taxes withheld I knew I had a legit job. I value my job greatly.�

For over 15 years, NTI has placed Americans with disabilities in contact center jobs for both Federal Agency and commercial clients as an employer and a contract staffing agency. It expects to employ more than 1000 agents by January 2011, providing all of them with the opportunity to enjoy a similar positive work/life balance as NTI employees in 2011.

About NTI:

NTI, a 501(c)(3) non-profit disability organization, pioneered staffing virtual call centers with Americans with disabilities who work from home. It provides highly qualified �NTI Certified TM� American-speaking agents to both commercial and government organizations, such as the IRS. For more information, visit http://www.NTIcentral.Org.

Contact:

Alan W. Hubbard, COO

National Telecommuting Institute, Inc.

Tel:��800-619-0111 X-307

http://www.NTIcentral.Org

###

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Contaque� Introduction

November 26th, 2010 | Category: Predictive Dialer

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Call Center Software Solutions- Learn About The Classifications

November 25th, 2010 | Category: Call Center Software

Call Center Software Solutions- Learn About The Classifications

Call Center Software Solutions- Learn About The Classifications

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Call Center Software Solutions- Learn About The Classifications

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Offshore Outbound Call Center Services: India’s Specialty

Posted: May 13, 2010 |Comments: 1

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