Tag Archives: call

800 Numbers and Its Best Features

800 Numbers and Its Best Features

With more and more business enterprises beginning to recognize 800 numbers as a cost-effective marketing tool, the demand for of toll free 800 numbers is steadily on the increase. Gone are the days when it was believed that 800 numbers were the exclusive privilege of big corporations and out of reach for small and mid-sized business houses.

There are today a plethora of toll-free 800 numbers service providers and as such the task of choosing the right service provider assumes greater significance. You will have to carefully compare the various features and terms offered by the service providers of 800 number services before making a final choice.

There are two main types of plans – the monthly service plans and the pay-as-you-go plans. You will have to weight the two options and find out which of the two will be more beneficial and viable for your nature of business.

The monthly service plan will assign for you a pre-determined number of minutes each month for a fixed price. This monthly fee is payable regardless of your usage. The pay-as-you-go plans, on the other hand, have a monthly subscription in addition to a fee for minutes used. Once you determine how many minutes you will be required to use per month will help you choose the better of the two plans.

When negotiating rates you should take into account the features that you intend availing. The toll-free 800 numbers have a host of features and your business enterprise may not need them all. Opting for features you may never use will merely end up your needlessly overpaying.

Please also know that some 800 numbers service providers include the cost of the additional features in their base price while others charge separately for the extra features. There are certain standard features which are universally provided by almost all service providers such as voicemail, call waiting, and call forwarding. It is good to know some of the other features unique to 800 numbers.

Call blocking: When availing 800 numbers, some of your callers may fall outside of your coverage area and thus would entail additional costs. With call-blocking feature you can block the calls that fall outside your coverage area.

Account codes: It is possible that you may wish only authorized callers to get the calls through. For this purpose, you can issue account access codes to employees, business associates and regular customers.

Automatic Number Identification (ANI): This feature more or less resembles caller ID. However, as ANI is not quite related to caller ID, even if caller ID blocking is activated, the caller’s telephone number and line type are captured by ANI equipment.

Dialed Number Identification Service (DNIS): Assuming you have more than one 800 number, DNIS will enable you know which particular number was called. This feature is highly beneficial in certain select cases – for instance, if you are running multiple marketing campaigns and want to know which was the most productive.

Regardless what features you avail or what features you discard, toll-free 800 numbers will lend your business a better professional image, motivate your customers to call you more often and the increased interaction with the customers will contribute towards a more efficient CRM (Customer relationship Management).

To get more information about Toll Free Numbers as well as finding more information about 800 Numbers. To learn more visit: http://www.ringcentral.com/

http://www.a1articles.com/800-numbers-and-its-best-features-1944096.html

Business Telephone VoIP Systems

Business Telephone VoIP Systems

Having a well or poorly implemented phone system can make or break a business. If a potential customer cannot get through to you via the phone the chances are they will pick up the phone to the next supplier. And more important than just having a phone system that can get somebody on the end of the line; a well implemented system can quickly direct a person to exactly who they need to talk to wherever they may be. This can act to solve customer queries or issues faster, which in turn gives greater customer satisfaction and improves the efficiency of the company as a whole.

It is rare in business that a company works out of an office and has no members who need to be on the move, some companies may indeed very rarely work from an office. Whether the reason is sales, meetings, on-site work, or simply the convenience of working from home, it can be very beneficial to be able to stay in touch while on the move. Whatever the requirements; business mobility can be an asset to effective client management and communications. It is typically achieved by rerouting calls that would normally only go to an office phone via several devices associated with a person. This generally includes the office phone, mobile phone, mobile VoIP clients and home offices.

Mobile voice clients can also be exceptionally useful for reducing the costs of calls; since VoIP technology is web based, once connected beyond a varying data charge, it is independent of locations and as such can be used for international calling. Thus when an employee is abroad, assuming they can get a stable internet connection, they can operate from the same office number while maintaining cheap cost of calls. This is a huge benefit when considering that many traditional systems wouldn’t be able to operate or would even cost a large amount of money for the privilege.

These low costs, while very useful for employees abroad, can be equally useful for office telecoms. Since VoIP functions from internet connections and many companies already have moderate internet connections already implemented, it may cost nothing but a monthly subscription to a VoIP company to be able to operate their telephone systems.

Capital costs are also reduced since, in many cases, the network required to run VoIP already exists in the form of a computer network where the VoIP can be run directly from the computer via a “softphone”. A softphone is a computer program used for making calls in conjunction with a headset or phone plugged into the PC, which in turn can also make it very easy to integrate and make calls via existing CRM software with client contact details. This can significantly increase the speed of making calls and increase the number of calls that can be handled in a given time.

Why not see what your company could gain and save from moving your telecoms to a well implemented VoIP service and give a VoIP provider a call?

The Author works for a company who specialise in hosted phone systems, hosted VoIP and VoIP Solutions

http://www.a1articles.com/business-telephone-voip-systems-2001531.html

Call Center Abbreviations

Call Center Abbreviations

Copyright (c) 2008 Hani Masgidi

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

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

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

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

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

Key Performance Indicators -KPI
Factors that show certain standards and guidelines to maintain productivity.

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

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

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

Average Hold Time -AHT

Period of time during which the customer is kept on hold -has to be as minimum as possible

Customer Service Representative – CSR
Person attempting and handling all the calls, providing the customer with any inquired information.

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

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

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

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

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

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

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YourCall Center Industry resources and call center management kit

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Modify the outlook of your firm with the Hosted PBX systems

Modify the outlook of your firm with the Hosted PBX systems

As nowadays businesses are growing at an accelerated rate, and so there’s a requirement of even better technology in order to manage these businesses and to catalyze the progress of these firms. Telephone has created a special mark within the business interaction field and conjointly in enhancing the business opportunities, and then it became an awfully crucial facet of business communication. At first primarily PSTN based phones dominated the market that were extremely reliable however pricy and unmanageable at identical time. Then came in the PBX technology, which was in particular an improvement over the normal PSTN telephony. Although it absolutely was lots higher than PSTN however it needs lots of initial investment therefore it became restricted to the elite business category solely.

Today technology has taken a leap forward and conjointly PBX has also shifted from being simply an onsite communication system to the cloud, get victimization VOIP (Voice over Internet protocol). Within the current state of affairs individuals wish to avail identical high category facilities offered by the PBX system however with flexibility and higher vocation rates. Hosted PBX systems are evolving to provide new choices in order to facilitate the business necessities.

Companies that are in their embryonic stage are pleasantly intrigued with this new cloud primarily based PBX possibility. Dodging away all the onsite PBX’s drawbacks, the all new Hosted PBX services are able to shine and facilitate the budding corporations. This new services support multi location offices, virtual workplace, unified communication, etc. what is more exciting about this technology is that it offers reliable communication and that too at really affordable rate that makes this technology a private favorite of the small and medium enterprises.

There are varied sturdy points that build the hosted PBX systems and therefore fashionable. Have at glance on some:

Your laptop is Your New Phone: if you would like to use hosted PBX services and you have got your laptop and an online affiliation then you’re sorted. One doesn’t have to be compelled to get special hardware so as to begin creating decision with PBX over cloud services. Your laptop will become your supply of communication to the planet. These features enhance the optimum utilization of current resources and therefore abate on further investment.

Asterisk the bottom of hosted PBX: Asterisk includes a variety of protocols which incorporates the SIP. Asterisk is essentially am implementation of the PBX that was devised in 1999 by Mark philosopher. Lots of products are derived out of Asterisk. This technology offers IVR, voice mails, decision distribution and implementation.

Mobility, measurability, reliability: These 3 are the assured options of the Hosted PBX systems. With its advanced vocation options PBX over cloud offers quality to its users. One isn’t restricted to a particular location any longer. You’ll be able to be present at any place however you may still get the updates regarding your callers all you would need to possess is an interconnected network. Hosted PBX conjointly makes certain that you just don’t miss out on any of your vital decisions and therefore it offers options like call hunt, decision transfer, call park, call queue, etc.

Highly glad clients: client’s satisfaction is an important facet of business development. You would like to create your purchasers feel that they’re vital to you and with Hosted PBX system you’ll be able to achieve this. This technique makes it certain that you just won’t miss out any of your calls. Even in case somehow you’re unable to answer you’ll be able to direct them to the voice mail. You’ll be able to serve your purchasers better with correct data. Options like Visual decision reports assist you to induce all the requisite data regarding your shopper.

Hosted PBX Systems will strengthen your company’s market position and assist you evolve and reach larger heights.

http://www.a1articles.com/modify-the-outlook-of-your-firm-with-the-hosted-pbx-systems-2435181.html

Integrating Telephones and Computers One of The Keys To Successful IT Lead Generation

Integrating Telephones and Computers One of The Keys To Successful IT Lead Generation

Today’s generation is for the IT industry. The world has been hungry to taste the products and services available for use from the Information Technology sector. This is so because we reap convenience, speed and accuracy in a particular action when we use the appropriate technological product and service. Until now and perhaps in the years to come, we remain insatiable of what technology will provide for us. For this reason, the growth of the IT economy has been exponentially astounding.

Despite the colossal growth and demand hovering over the IT market, IT business organizations are still seeking the assistance of various experts to fully attain success. For accounting services as an example, they look for accounting specialists who will do auditing, management advisory, consultancy, bookkeeping and tax services. On the other hand, the need to have a successful IT lead generation is first and foremost their main concern. This is so because of the simple equation, no leads is equal to no profit.

The rise of the IT sector has been welcomed by the outsourcing industry. The partnership has then been built and sealed to provide the intended services for both. The IT companies provide the technology while the telemarketing firms give them sales leads of high quality on a silver platter. However, in choosing the right partner, IT firms must be very critical in assessing the available technology of the prospective outsourcer. After all, call centers have been built out of the convenience and comfort brought by technology.

One part of the investigation must be centered on the computer-telephony integration (CTI). This refers to a system of software and hardware which permits communication between the telephone and the computer systems. Powerful results will arrive when this works out well. Here are the functions of a CTI team:

•Screen pops. This application collects a caller’s phone number which will then be passed to the CTI system. Then, it will look for the prospect’s information in the database. The information will appear on the screen from the time call arrives. In this case, the agent does not have to be stressed in pulling up prospects’ data.

•Mandatory data entry. Agents are required to encode critical data before the next call.
•Enhanced reporting. CTI system will store information about the details of a particular call. Included in the data are the agent who make the call, the prospect’s information, the length of the call, the actions the agent made by using company applications and other things that happen during a phone call.
•Idle-time training.
•Coordinated screen transfer.
•Call routing.
•Dynamic scripting.
•Call blending.
•Soft-phone functionality.

Another application is an automated call-monitoring system. Through this, all telemarketers are being monitored. It automatically stores phone calls completely. This application is of great significant since team leaders will be able to do his/her evaluation of the agent’s performance.

Be assured that the prospective telemarketing service provider is using customer relationship management (CRM) technology, specialized applications and other telecommunications technology. The CRM is for you, as the client, to get updates and reports about the campaign. Specialized applications comprise knowledge-management software, contact management software, help-desk software, sales and marketing software, billing and order system. Telecommunications technology include but not limited to automatic number identification (ANI) dynamic network routing, automatic call distributor (ACD), predictive dialing, interactive voice response (IVR) and Voice over Internet Protocol (VoIP).

http://www.a1articles.com/integrating-telephones-and-computers-one-of-the-keys-to-successful-it-lead-generation-2007609.html

Call Recording Laws What You Need to Know to Avoid Costly Fines and Legal Fees

Call Recording Laws What You Need to Know to Avoid Costly Fines and Legal Fees

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Do you record or plan to record your calls and/or screen activity? Do your employees discuss sensitive information over the phone? If so, there are serious call recording laws and call recording regulations that you need to be aware of. To avoid costly violations and ensure customer credibility, you need to become familiar with the new and evolving call recording laws, call recording regulations, and industry standards that most profoundly impact organizations today. You should make a point of learning what you can do to avoid violating these call recording laws, and where to go when you need help. The information in this article on call recording laws and call recording regulations is not intended as legal advice. Always check with your legal counsel to learn more about how call recording regulations can affect you and your organization. Let’s discuss some of the most common call recording laws and call recording regulations impacting organizations today.

Payment Card Industry Data Security Standard [PCI-DSS]:

Established by American Express, Discovery Financial Services, MasterCard Worldwide, Visa International and JCB, PCI-DSS call recording laws are intended for organizations that accept credit cards and record those interactions. The call recording regulations forbid the insecure storage of unencrypted credit card numbers, PIN numbers, and other personal information in databases and call/data recording systems. Call recording systems should be able to identify, encrypt and restrict access to sensitive customer information from unauthorized users. According to the PELORUS Group, a leading independent market research and consultancy company in the financial services and telecommunications industries:

1. Contact centers can easily become unsuspecting violators [of PCI-DSS compliance regulations] because of the practice of recording private customer information in call and data recording systems.

2. Unless agents are specifically authorized to see this information, their unrestricted access is a violation of PCI-DSS.

3. You can avoid potential violations by investing in recording technology that blocks or encrypts recordings that contain card numbers.

Health Insurance Portability and Protection Act [HIPPA]:

The HIPAA Privacy Rule protects the privacy of individually identifiable health information. With regard to call recording laws and call recording regulations, it’s imperative that organizations have the ability to identify, restrict access to and encrypt specific interactions containing sensitive information from unauthorized users.

Fair Debt Collections Practices Act [FDCPA]:

Designed to eliminate abusive, deceptive, and unfair debt collection practices, the FDCPA mandates that collectors must identify themselves, including the name of their firm, and explain that the purpose of the call is to collect a debt. With regard to call recording laws and call recording regulations, all interactions must be day and time stamped, and all calls recorded in order to assess employee compliance.

Telemarketing Sales Rule:

The Telemarketing Sales Rule prohibits sellers and telemarketers from making false or misleading statements. The Federal Communications Commission may assess a fine of up to $11,000 per violation. Seven pieces of information must be provided by the employee during the call – such as identity of the seller, the nature of the goods or services offered for sale, the full cost of all offers, etc.

Learn more about call recording laws and call recording regulations and how to avoid costly fines and legal fees – download your complimentary copy of the white paper “Call Recording Laws, Regulations and Best Practices for Ensuring Compliance,” authored by renowned analyst Dick Bucci from The PELORUS Group at VPI-corp.

Patrick Botz serves as Corporate Vice President of Solutions Marketing for VPI (Voice Print International), the leading provider of interactions recording, contact center quality management and performance optimization solutions. Leveraging more than a decade of field experience as a CRM and contact center practitioner, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick’s work has been published in Customer Inter@ction Solutions, Business Management, Contact Professional, Call Center Magazine, Connections Magazine and Contact Center World. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.

VPI [Voice Print International] is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information visit http://www.vpi-corp.com/.

http://www.a1articles.com/call-recording-laws-what-you-need-to-know-to-avoid-costly-fines-and-legal-fees-1307922.html

Will You Please Answer The Cash Register

Will You Please Answer The Cash Register

The idea behind all of this marketing is to get the phone to ring – a customer calling to ask for your services. Few shop owners spend the time needed to develop the proper system for answering the phone. Fewer still measure the effectiveness of the employees who are answering the phone and have tools in place to gauge how many incoming calls result in the customer coming into your shop.

There have been many variations on this theme, but let’s look at this problem from another point of view and keep it as simple as possible. I want to share a great story from one of our senior coaches, George Zeeks, and his dad. After all, when the phone rings, you should be hearing the cash register ringing even louder.

The success or failure of most tasks that take place in the average shop can be broken down to the effectiveness of three basic areas: motivation, measurability and accountability. Motivation needs to be looked at from both the employee’s motivation to answer the phone and the customer’s motivation to come to your shop after the phone call is done.

As a public school boy, I soon learned to rely on experience to be my guide. At times, however, I would listen to my dad and save myself some pain. We did a fair amount of fishing together, and the lessons I learned became invaluable. One of the first lessons was to think like a fish. What is the motivation of the fish? (My dad would never have said anything like that. His motivation usually involved some sort of pain: either a gentle slap in the back of the head or self- inflicted due to some oversight on my part that he allowed.) The fish just wants what he wants – the worm.

We all know why the owner wants the person on the phone to come to his or her shop, but why do the employee? It might be financial reward, the sense of accomplishment or just a little bit of praise for having a good day. Each individual is different, and it is important that we are intimately aware of how our staff perceives their roles in the workplace and what motivates them to do it. Otherwise, you might find that you are fishing with the wrong bait. Find the right bait, and you will be successful.

The customer is a different story. Many times, if they are calling the shop and never have been there before, their motivation could be that they have already been to another shop and did not make the purchase (this could be due to a lack of trust, the amount of the purchase or maybe they just didn’t like the staff) or perhaps they do not have a shop to call “home”. The resulting calls are, at the least, an inconvenience, and for a good many people it can be almost painful to sit down and make all those calls and talk to all of those people.

What do we do about it? What does the fish want? He wants a nice juicy worm in his belly. It makes him feel good. What does the prospective customer want? What will make him feel good? How about not having to make all those calls? They want someone to listen to them. They need to feel like a person, and they need to interact with another person on the other end of the phone who cares.

The next time you talk to someone on the phone and they want a phone quote, find out their name and use it at least three times in the conversation. Ask open-ended questions. After all, the person most people like to talk about mainly is himself. Ask them what problems they are having, and pay attention. Repeat it back to them so they know you are listening, and then tell them that you understand their needs and invite them in so you can work together to solve the problem.In my mind, it is easier to think of it as “speed dating”. You have three minutes to make the date before the gong sounds, and you have about three minutes to build enough of a relationship to get the customer to not want to pick up the phone again. In the end, you’re doing both of you a favor, because they really don’t like making the phone calls. Practice this, use it every call and have your co-workers listen to you and provide feedback. You’ll be amazed at how much more successful you are on the phone.

While I was learning how to catch fish, I also was learning how they would try to get away. One memorable time, I had caught my first fish just as the sun was rising. What a great way to start the day. Feeling very proud of myself, and too busy showing my dad the prize to pay attention to what was going on, something quickly went bad. I’m not quite sure how it happened, but the hook was not in the bass’ mouth, it was deep in my finger, nowhere to be found. I ended up with quite a different prize than I had hoped. My dear dad’s response was to cut the line, leave the hook in my finger and duct tape it flat to my finger so we could continue fishing. This was a perfect example of self-inflicted pain I will always remember. When you are bringing in goods, pay attention until the job is done.

Measuring success is always a touchy subject. Many of my clients are reluctant to measure and compare their employees’ work performance. They don’t want to set up an atmosphere of competition. Again, you must know your staff. Competition by itself can be good or bad. It is what you do with it, how you shape it and guide it that makes all the difference. The measurement of performance allows you to reward those who strive for excellence. The people who make winning a part of their lives tend to win not just for themselves, but also for everyone involved. Remember, the customer has to feel that winning sensation, too. If not, they will not come in, they will not make a purchase or, worst of all, they make the purchase, never return and you will never know why.

A very simple way to measure success on the phone is with a phone log. I have found it very easy to use, and it produces results. If a customer calls and we are able to make an appointment, the staff member involved puts his or her name next to the appointment. It soon becomes clear who is making appointments and who is not. Then we find out what the successful advisors are doing right and we reproduce it in the rest of the staff.

However, if we do not make an appointment, we should have the customer’s name, type of car and what was wrong. We record this information, time and date for future reference, and when the customer does come in, we can initial another successful phone conversation.

It is important to know how many times the phone rings with a possible customer on the phone and how many times that results in the customer coming in. Each employee will develop a percentage of calls vs. people coming in, which allows us to determine who is doing what, what is effective and what is not. The basics, outlined above, will work.

To be accountable for something is to take some form of ownership. Whether it is good or bad, we must be accountable for our actions and our time. I would much rather use praise with an employee to let them know that I appreciate their hard work than to resort to criticism for a job done poorly. The key between the two concepts is the measurement strategy for gauging employee success you are using and consistently monitoring the situation on a regular basis in a way that communicates what is expected.

Too often, accountability is done far too late. The damage has been done, and we are left only with negative consequences. If we are proactive, we should constantly give our staff guidelines and feedback on the areas we find to be most important. We can use the guidelines of measurement and accountability to solve problems while they are small and, most importantly, train the staff as soon as it becomes apparent that training is needed.

Chris “Chubby” Frederick is CEO and president of the Automotive Training Institute. Contact Chubby at [email protected]. You can hear Automotive Training Institute reviews from many of our happy customers as they tell you how we’ve helped them on the road to success.

http://www.sooperarticles.com/automotive-articles/cars-articles/will-you-please-answer-cash-register-240764.html

The live answering service helps to communicate with your clients and customers 24 hours a day.

The live answering service helps to communicate with your clients and customers 24 hours a day.

Virtual phone answering service provides excellent competitive advantage for small business companies and some start-up companies. With advanced communication technology, it helps small companies to compete with larger companies in a kind of professional manner. Powerful features, scalability, simple infrastructure, flexibility and cost savings are the most beneficial features of any phone answering service.

This system makes it convenient for you to handle your business calls from any kind of preferred location. A virtual phone service can efficiently connect your home-based workers or remote your office settings. The live answering service helps to communicate with your clients and customers 24 hours a day. Hosted phone system provides the integrated features of telephone, voicemail and the system.
The main advantages offered by any phone answering service include:

• Call answering with some good professional business greeting
• Flexible calling facility between some branches

• Well-organized handling of multiple incoming calls simultaneously
• Call hold feature with good custom greeting
• Call extension to specific department or employee
• Dial by name and dial by extension options available
• Incorporated voice to email and fax to email feature for this

The main part of phone answering service is the auto attendant of this. It initially answers the incoming business calls with professional custom greeting message. Automated answering system efficiently routes your callers to live extension or voicemail box. More features and extensions can be added to the main business number through any web-based interface. You can also view fax messages and listen to voice mail messages via some online interface.
Phone answering service helps small businesses to present the best image to targeted clients by making available a unified set of communication features on it. Hosted service providers offer customized service packages those suit different business requirements that require Phone answering service.

Frontlinecom.co.uk is a leading service provider of small business Hosted PBX systems. The auto attendant forms the main interface of the small business phone answering service.

Telephone answering | Helpline

http://www.a1articles.com/the-live-answering-service-helps-to-communicate-with-your-clients-and-customers-24-hours-a-day-1280888.html

Outbound Call Handling Centers And The Important Functions They Perform

Outbound Call Handling Centers And The Important Functions They Perform

The current trend in outsourcing a firm’s certain functions or processes is often viewed as a means to retain its competitiveness, cut costs or maintain their profit margins. A call handling service provider, commonly known as a call center, refers to a fully-functional entity within a firm or organization that exists primarily to answer to inbound customer queries or initiate outbound phone calls. Call centers are mainly characterized by a having a high-tech, fast-paced, organized and efficient, 24/7 voice operations and data management facility, which provides different levels of inbound or outbound call handling requirements. These essential tasks and functions usually include customer support functions, operator or directory assistance, utility billing, credit and collection, lead generation, social research surveys, telemarketing, and many more.

For large firms and corporate organizations, the need for new telemarketing campaigns or extra customer service support and lead generation methods, may either require looking for additional funding to build a new facility. However, to cut on costs, these firms may also outsource these functions to an outbound call center. An outbound call center is a highly-fluid and fully-functioning entity where many outbound agents do one major task, which is to call prospective customers, promote the company’s products or services, and do relevant political or public opinion surveys. Other vital functions such as lead generation, sales generation, product promotion, credit and account collection, fund raising, and research or survey campaigns for political or social purposes, can be efficiently handled by an outbound call center.

According to call handling service professionals, an outbound call center allows its client companies to generate significant levels of telephone transactions through its outbound sales or marketing agents, without the need to worry about other issues such as hiring new workers, instituting additional compensation or giving other regular employee benefits. An outbound call center will provide firms with the best and most efficient outbound sales personnel, without having to personally train them. An inbound call center’s sales, research or marketing campaigns are also delivered to a much wider market and in the fastest span of time possible, because outsourced call center agents would be more than equipped to fulfill such requirements. Other marketing and promotion campaigns such as a product or service orientation may also be efficiently handled by the outbound call center partner.

The outsourcing trend has grown tremendously in recent years, especially in countries such as India, the Philippines, Ireland, Singapore and China. What’s very clear is that as far as the call center industry is concerned, the trend continues to move upward in its favor. Most large corporations and multinational firms have discovered the many benefits of delegating some business or work functions to an outsourcing provider, allowing these firms to cut costs, increase profits and streamline their existing organizational functions. This allows the company to further concentrate on its core functions, and allow it to embark on other important endeavors, or expand its other business networks. It also spares the parent firm the trouble of purchasing new call handling technology, customer relationship management software (CRM), or spending for the training of new staff.

Outbound call centers allow businesses and organizations to widen their market reach, in a cost-effective and efficient manner. Through the help of expertly-trained outbound call agents, a firm would be able to deliver its message to prospective customers as well as widen its market vase. We all are aware how competitive the business environment is today; therefore it surely would be a major advantage if a firm employs the services of an outbound call center, to ensure that they get a clear edge over their competitors.

Jo is an author and publisher for ‘PPT Solutions’ (http://www.pptsolutions.co.uk), an established UK stationed call center company that offers quality inbound and outbound call handling functions, business training and consultancy. If your company needs outbound call handling services to help you acquire new clients as well as assist you improve your bond with your existing clients in a cost efficient way then have a look at PPT Solutions.

http://joalesto.articlealley.com/outbound-call-handling-centers-and-the-important-functions-they-perform-975884.html

Real-Time Call Center Performance Management Software By VPI Enables Profitability

Real-Time Call Center Performance Management Software By VPI Enables Profitability

Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Call center performance management software is now recognized as a valuable solution to a long-standing problem. Much of the information within most contact centers is still collected and stored in disparate systems. Each system typically has its own reports, making it very difficult to make cohesive and accurate decisions based on data that can’t be properly compared and analyzed. With the advent of call center performance management software, companies can now cost-effectively merge all of their bits and pieces of inter-related intelligence from multiple applications and multiple locations into one big chunk of consolidated, actionable information.

With real-time call center performance management software, organizations can collect data pertaining to the vast number of interactions handled, such as how they are classified and evaluated. Call center performance management software can show managers which and how many coaching sessions have been taken, review employee skills, their performance over time, and much more. With color-coded drill-through reports, managers can rapidly identify employees displaying outstanding and poor performance. Reasons for poor responses to sales and marketing campaigns or product launches can be accurately identified much more quickly – based upon detailed, just-in-time analysis of specific areas of concern. To help enable this, innovative call center performance management software systems offer the most meaningful, consolidated performance metrics used by contact centers today and standardized data collectors for popular PBXs, ACDs, WFM and CRM solutions.

Empowering Front-line Employees with Real-time KPIs and Notifications:

Given that contact center agents account for two-thirds of contact center overhead costs, companies are also looking for ways to get more out of these front-line employees. Typically, contact center employees want to do well and are competitive in nature. A real-time call center performance management software system that helps deliver real-time information provides immediate feedback and reinforcement to motivate quality and performance improvements – it empowers employees to quickly get where they want to be. The combination of greater, faster responsiveness and better decisions translates to increased staff morale, productivity and utilization.

Rapid, Outstanding Results:

A group of highly successful, progressive contact centers have achieved rapid, outstanding results with the latest real-time call center performance management software systems. By delivering the right information to the right employees at the right time, based on individual or contact center performance, they are empowering their staff to make immediate, accurate decisions and properly change direction on an intraday basis. For example, shortly after implementing real-time employee desktop tickers and integrated electronic coaching, major retailer 1-800-FLOWERS.COM experienced five additional sales per employee per day and a significant three percent increase in overall sales conversions. A leading U.S. bank achieved a 16 percent reduction in outbound talk time, a 34 percent increase in average speed of answer, and a 37 percent improvement in abandon rate – resulting in a quick return on their investment in less than 60 days. By empowering their employees with real-time desktop performance tickers and notifications, a global telecommunications leader recently reduced talk time by ten percent, decreased their post-call wrap time by 12 percent, boosted call quality scores by 14 percent, increased instant payments by 13 percent and increased dollars collected by five percent – resulting in the generation of several million dollars.

To learn more about best practices for using and the latest developments in Call Center Performance Management Software, visit VPI-corp.

Patrick Botz serves as Corporate Vice President of Solutions Marketing for VPI (Voice Print International), the leading provider of interactions recording, contact center quality management and performance optimization solutions. Leveraging more than a decade of field experience as a CRM and contact center practitioner, he focuses on the mission-critical aspects of capturing customer intelligence and optimizing business processes and workforce performance. Patrick’s work has been published in Customer Inter@ction Solutions, Business Management, Contact Professional, Call Center Magazine, Connections Magazine and Contact Center World. Patrick holds an MBA from Pepperdine University and a BSE in Engineering from Arizona State University.

VPI [Voice Print International] is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information visit http://www.vpi-corp.com/.

http://www.a1articles.com/realtime-call-center-performance-management-software-by-vpi-enables-profitability-1307926.html