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Computer Telephony Integration : Messaging Limitations

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

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

Phoenix, AZ — May 5, 2005

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

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

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

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

About the company:

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

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

Contact: Lori Fentem

Phone: 602-296-1600

Email: llfentem@callsynergy.com

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Automatic Dialers: Demand Dialer Or Predictive Dialer

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

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

1- It should be easy to setup and use

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

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

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

6- Customizable call dispositions

7- User Defined output fields

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

9- Includes Full management control of program features

10- Easily import records for dialing

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Renton, WA — August 9, 2006

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

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

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

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

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Hoboken, NJ — December 1, 2004

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

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

Webinar registration

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

About Shay Grinfeld

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

About e-Glue Software Technologies

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

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

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Customer Retention Through Inbound Call Center

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

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

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

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

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

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

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

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

Voor verdere informatie kunt u contat opnemen via www.voicetec.nl of via +31 20 8910400
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How Outbound Call Center Outsourcing Helps You

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

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

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

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

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

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

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

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

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

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

Combining Inbound and Outbound Call Functions in a Call Center Solution

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

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

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

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

Call Center Outsourcing Jobs

http://callcenteroutsourcingjobs.com/page_builder.php?page=index.php

Costa Rica’s Call Center has a major advantage when it comes to hiring qualified bilingual Spanish and English speaking customer service and telemarketing call center agents to handle your important outsourcing campaign.

Call center outsourcing jobs in Costa Rica pay more than most outsourcing jobs in India and the Philippines and are able to offer more qualified agents. Call center outsourcing jobs need to provide a very stable work environment which assists an outsourcing company when hiring many bilingual call center agents in a short period of time while launching a new outsourced campaign.

Every North American company that outsources call center services with Costa Rica’s Call Center can be rest assured that our call center management hires less than 10% of the applicants. We only hire the top outsourcing bilingual call center agents in the outsourcing industry, period. Costa Rica’s Call Center strictly adheres to all applicable Costa Rica employment laws.

Costa Rica’s Call Center works hard every day to meet with the brightest outsourcing call center agents in the country, talking with them about joining our bilingual Costa Rican call center teams at all levels and for a variety of outsourced BPO campaigns. Since call center outsourcing jobs are in high demand, the call center’s human resource department receives on a daily basis an abundant number of solid qualified agent resumes. From a client’s viewpoint, Costa Rica’s Call Center has the luxury of choice selections of the elite in outsourcing bilingual call center agents.

Call center outsourcing jobs require that the call center agents have a strong sense of innate customer service skills as well as an especially keen ability to listen to detail in order to offer the most effective result for your outsourced campaign. Without an extroverted and relentlessly positive attitude during the initial interview or continuing through the telemarketing training period, the call center’s management team will deny the employment of that particular candidate. Call center outsourcing jobs need to be filled by the best, period.

The changing global economy and the unfortunate downsizing of the North American corporate world makes call center outsourcing jobs to a Costa Rican call center an important topic for top executives when deciding a company’s growth potential or even survival. Every outsourced Costa Rican call center job can make a difference to your company’s bottom line and increase your employee morale by offering opportunities to very grateful and hard working bilingual call center agents that will represent your company in the best light. There are ideally suited Costa Rica’s Call Center agents waiting to assist your inbound customer service call today.

Call center outsourcing jobs is simple when understanding the qualifications for the ideal bilingual call center agent for your outsourced campaign. From the many years of continuous growth, call center employment is considered a stable long term career in Costa Rica. Confidence in a call center agent is just as important as their work ethics. Punctuality, honesty, accountability and results can separate a subpar outsourced call center agent in another firm to one of Costa Rica’s Call Center’s highly trained and motivated outsourced call center agents. A bilingual outsourced telemarketer who believes that they possess advanced communication skills are the first agents we interview when hiring for an outbound lead generation or bilingual outbound sales campaign. An outsourced bilingual customer service agent that holds empathy and patience in high regard are two skills that every hand picked call center agent posses at our Costa Rican call center. Every well executed inbound phone call ensures the best in top outsourced customer service, client retention and increased referrals resulting from the first class experience given by the Costa Rican call center agent. What you would personally expect to receive from a customer service representative on the phone is exactly how we are going to handle each and every one of your inbound or outbound phone calls with your clients.

When it comes to BPO call center outsourcing jobs in web design and computer programming, a company can save up to 70% and receive better and faster results when outsourcing with Costa Rica’s Call Center. The top universities in Costa Rica pride themselves by offering advanced education in web design, computers and IT certification. Every year, brilliant Costa Rican professors graduate an army of young and talented individuals who are hungry to create a masterpiece for your company’s image on the internet. By outsourcing a job with Costa Rica’s Call Center, you will give us the ability to match your needs with a top call center web designer and computer programmer that will be strictly devoted to your outsourced project in order to ensure that you are 100% satisfied with the results.

Call center outsourcing jobs offer all bilingual call center agents entering the call center the best and most effective in advanced bilingual telemarketing training in Costa Rica. All outsourced agents are educated with a strong emphasis in semantics, phonetics, rhetoric, interpersonal communication and conflict management to make sure the inbound or outbound call is a success for our client’s outsourced campaign.

Costa Rica’s Call Center’s strong work ethic consistently produces bilingual call center agents accustomed to the high demands and professionalism expected by North American clients. Unlike large outsourced call centers in the Far East and Asia that are known for long rows of gray cubicles occupied by nameless and expendable agents, our Costa Rican call center differs by extending an appreciative work environment built on recognition and a highly structured internal career development program for long term call center career growth. We produce future leaders in the call center industry, not laggards that use it as a transitional job with no known intentions for promotion. The Costa Rican call center outsourcing jobs industry requires many different types of job positions and specialized skills in order to make an outsourced campaign successful and long term. There will always be opportunities available in our call center for the top bilingual outsourced call center agents in Costa Rica.

In today’s highly competitive outsourcing market, a closer proximity to the United States , Central Time Zone and Spanish language capability as an added value are now considered almost basic requirements when making a decision on what call center to use for your important project. Leaving this to chance is not even an option anymore. Many of the offshore call center agents are bilingual in their native Middle Eastern or Asian language which is difficult to the North American ear. Whereas Spanish is more useful and practical as a second language for potential untapped markets throughout the North, Central and South American populations as well as those countries where Spanish is either a primary or secondary language.

We encourage you to visit one of our call centers on your next personal vacation or business trip to Central America’s paradise, Costa Rica. While you are here, we would recommend taking an extra day of your trip to visit breathtaking virgin beaches, play golf next to the ocean, try your luck at deep sea fishing, explore tropical jungles, climb a volcano or just relax in natural hot springs. Come and see for yourself why call center outsourcing in Costa Rica is a perfect solution for your growing company and a powerhouse in the BPO industry.

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