Outsourced Call Center Solutions: Directory Assistance

Outsourced Call Center Solutions: Directory Assistance

Heads up for job seekers: do you love connecting people, making introductions? There’s a job that might interest you in outsourced call center solutions. This job comes with access to a directory listing; you’re tasked to verify and provide information upon request.

Directory assistance operators (also directory assistants) are in-demand in the BPO industry. The workflow can be described in a handful of steps. A call comes in, you identify your role and the business that you represent. The caller then makes multiple inquiries concerning directions. It’s often the number or address of a company, which can be a popular restaurant, a five-star hotel, or a historic theater. With access to online directory, you look up the requested details, forward this to the customer, and end the call.

Simple Task, Invaluable Service

The task seems simple, but the service is invaluable to customers and users. It’s a job you’ll enjoy, but it can be challenging. For starters, being a directory assistant for an outsourced call center solutions firm means that you will take calls from people located in different parts of the world. If your customers are US-based, you’re expected to be familiar with all 50 states. You’re also required to know landmarks, and the local numbers (area codes, zip codes) through which these places can be contacted. At the core of your service, there’s the basic requirement that you provide accurate information to the customer at all times.

Going The Extra Mile In Outsourced Call Center Solutions

In some cases, contact details of private individuals are also requested. The task isn’t be limited to identifying commercial establishments, but in locating residences as well. In both instances, providing excellent customer service is paramount, especially when you’re giving directions to someone on a carphone driving down a busy street.

Forwarding Directions, Leading The Way

These days, the job of a directory assistant has become somewhat easier. Modern technology has allowed automation to be set up whenever a call comes in. A common feature involves an automatic read-back of the requested details to the customer once the operator locates this in the directory listing. This allows the operator to accept more calls in a brief handling times. Outsourced call center solutions satisfies customers through prompt and fast customer service delivery, especially when parts of the process are automated.

Optimize Your Outreach: Staff Leased Employees In Data Verification

Optimize Your Outreach: Staff Leased Employees In Data Verification

Your company can perform well, gain lots of leads, rack up a good number of contacts. Of course, the ideal trend is to acquire more leads over time; staff leased employees can do the legwork. As your database expands, verifying contents and keeping it manageable can be challenging. When your company needs to tap this database to further its reach, there’s a chance some of the phone numbers are dead, some of the email addresses are missing, and some names and prospects are incorrect.

A similar scenario befalls any business that neglects to have its data verified. Data verification entails checking different types of data for accuracy and inconsistencies, after data migration. It confirms whether data was accurately translated after moved between sources to another: is it complete and useful? The process identifies areas of disparity and preempts erroneous data loss.

A Reliable Database Optimizes Your Marketing Strategy

One reason to maintain data verification of contacts is to improve marketing results. Phone numbers and email addresses, for instance, are effective channels to reach prospects. If a listed contact is discovered inactive, all marketing efforts on that contact are wasted. A verified database is filled with active, updated contacts. To this end, staff leased employees guarantee any marketing strategy reaches the other end, bringing new prospects and customers.

Marketing Efforts Focused On The Right People

Data verification ensures only the right people will receive marketing efforts. Indeed, not everyone can become loyal customer, and some unsuitable ones also manage to slip into the database. An mismanaged database of contacts forces the company to try out each and every prospect listed. While that is good in a way, the company risks a reputation of being overly persistent, or worse, scamming leads. Leased employees can weed out contacts with minimal potential for returns.

Streamline Campaigns, Save Time And Effort

Businesses consequently saves time and effort in reaching its target audience. With faulty telephone numbers and email addresses, the company wastes resources trying to implement marketing plans. It is the same when dealing with contacts outside the business’s demographic. Time spent on converting them is better spent focusing on getting good leads. Data verification cleans and polishes the list of contacts and zeroes in on the target people, optimizing business resources and facilities.

Staff Leased Employees Can Do The Legwork

Data verification is a necessity today when people readily change contact information for convenience. A study in email marketing revealed, in fact, that as much as 22.5% of a company’s database degrades every year as addresses become obsolete. If left unchecked, the database’s usability wears off, affecting marketing and customer retention.

Without management, your business can end up with a database of dead phone numbers and email addresses. Implementing strategies using unverified data is risky and self-defeating. Staff leased employees are necessary in implementing a data verification system early on. The goal is to reach the right people, making the most out of available resources.

Custom Offshore Sourcing Service For Best Returns

Customize Your Offshore Sourcing Service For Best Returns

Businesses turn to offshore sourcing because of the variety of specializations available. Companies have different goals, and outsourcing companies various approaches to help clients achieve goals. With numerous outsourcing companies competing for market share, businesses would want a partner that could share their visions. There’s also the need to seamlessly work together to deliver high-quality products and/or services.

Sourcing Processes To Service Providers

With the progress of the Internet and technology, any company would want to be at the top of everything. Anything that ensures transactions and operations are effective and efficient is important. Sometimes, though, they don’t have the time or the manpower that’s up to par with tasks to be completed. This is where offshore sourcing comes in. Professional outsourcing companies are expected to be well-versed with newer systems and applications, covering back-office services to customer support.

Customized Offshore Sourcing Is Crucial

Company executives would want to maximize those benefits, so they can focus on aspects of business crucial to company growth. Unfortunately, when the company turns to some outsourcing companies for help, they run the risk of limiting themselves instead. Companies should consider outsourced companies that adjust to the company’s needs and wants, not the other way around.

Does the outsourced company have specialized and professional pool of talents that meets the standards? Can these talents dedicate the time and effort that will make the project/campaign successful? Will offshore sourcing contribute to the overall growth of the company? Outsourcing companies should build a solid team that gets the job done within the specified time.

The company should also account for the facilities these outsourcing companies have to offer. Are they properly outfitted and updated with the means to deliver the required results? Proper equipment and resources are prerequisites that aid talents accomplish their given project assignments.

Final Considerations

The cost of offshore sourcing shouldn’t outweigh the benefits of what an outsourced team can offer. Outsourcing companies understand full well how important efficiency is, so by being able to provide a customized solutions service for the company, both parties can reach a point of agreement that would be advantageous for everyone involved. Offshore sourcing is a comprehensive solution for many business dilemmas, but only if you have the right team in place, sourced by a reliable provider.

Key To Good Outbound Call Center Operations: The Script

Key To Good Outbound Call Center Operations: The Script

Outbound collections is a difficult division of any call center operations. Agents deal with irate and rude people on the other end of the line; they’re also likely to come across excuses to prolong payment of outstanding debt. Some calls are easier to handle than others, but everything must be dealt with calmly and professionally. It’s up to the agent to complete the call and make sure the debtor commits to payment.

Outbound collections call scripts come in handy. A good call script, drafted and implemented properly, is the agent’s guidemap in navigating collection calls. It’s a comprehensive outline of do’s and don’ts, also a playbook that helps keeps debtors from hanging up. This tool, while not the be-all and end-all of every call, ensures agents don’t drop the phone without assurance of payment to the other party.

Proper Introduction

A good outbound collections call script starts with proper introduction of the agent, and the reason for the call. It must also verify that the respondent is the actually the debtor. This is not just for formality’s sake; it is imposed by the Fair Debt Collection Practices Act (or any local equivalent). Good call center operations require debt collectors to identify themselves and the entity they are representing. Starting off with a prompt introduction lends a professional vibe and assures that the agent is on the right track.

The Spiel

Another point that a good call script must possess is a set of answers for the common excuses of not paying the debt. The list of excuses is long and varied, and each can be obvious or creative. It can escalate quickly from “We haven’t received the statement,” to “Our dog ate the statement.” The call script must be ready and creative enough to hold its own, or at least help the agent think on his feet when a more bizarre reason comes up. As the saying goes, “if there is a will, there is a way”, and if the one in debt can worm his way out of the call with words, the one collecting can also put a tight grip on that conversation with effective spiels.

The Pause

One more asset of good outbound call center operations is the pause. Indeed, debt collecting by phone isn’t a one-way conversation. The agent with the script sometimes falls for the trick of reading it religiously, word for word, that the debtor cannot butt in and state his side. The call script must be sprinkled with pauses, placed at the appropriate moments for the debtor’s convenience. A script with pauses allows room for the two parties to breathe, adjust, and keep the call engaging and transparent.

A Guarantee Of Commitment

Lastly, the good call script must secure commitment. It may not be actual payment; for instance, he can promise to be contacted again another time. And after that, the agent can confirm the deal made to prevent misunderstanding. Having this outlined in the script ensures that despite not being able to pay, business relations with this person will still continue. All it takes is firm phrasing to wrap a call, whether it’s successful or otherwise.

Despite these seemingly rigid points, the script does not need to be spoken to the last letter. The best ones are actually just guides for the agent to make a successful outbound collection. Spontaneity still works outbound call center operations, and is always encouraged when it comes with a formidable outline on the side.

An outbound collection call script helps lighten one of the harder tasks of a voice campaign. Irate, rude debtors will be better handled, and excuses will be better countered. It falls on the agent to make the most out of it, but good scripts are always guaranteed to make the most out of every call.

Broaden Your Business Reach: Leased Employees In Social Media Management

Broaden Your Business Reach: Leased Employees In Social Media Management

Facebook, Twitter, LinkedIn, Instagram, and YouTube—these are but some social media platforms leased employees contribute to business development. You can’t just pick and focus on one platform, either: these days, thriving businesses know how to wield all platforms by default. However, making the most of one platform can be a handful. When your business has multiple accounts to manage, time constraints force you to overlook one platform to focus on another.

This is where leased employees step in. Many businesses are subcontracting third-party companies to manage their social media accounts. Specially trained social media experts are tasked to regularly post relevant content, upload media, and maintain the many “faces” of the business, keeping updated and building personality. Outsourcing social media management is a feasible solution, and it’s ripe with rewards.

Accountability

In partnership with leased employees, your business will is always assured qualified professionals are on top of the accounts. In the case of social media management, they will have put in line individuals with degrees and experiences in public relations. The business gets to work with people who studied and know the landscape very well. This is important, particularly in social media’s fickle platforms. One wrong post from a non-expert business staff member can potentially ruin the entire experience for the social media followers. With professional social media managers, this never happens.

Specialization of Leased Employees

When a business dives into social media, it usually hires an individual, if not a small team, to handle all its accounts. The problem is that no one person can be an expert in all the platforms. Not all the tricks in Facebook applies on YouTube. With outsourcing, however, the business has the chance to work with one expert per account. There are packages available for that, and each part of those will be bringing their A-game to it. The result is a collection of social media platforms that is simultaneously up to date, individually creative, and consistently compelling.

Dedication and Professionalism

Truth be told, social media isn’t always a rose garden. Lurking in a corner somewhere is a troll or a bully who will jump at any opportunity to discredit and embarrass the business. A staff member who is not trained for the part may struggle to deal with this and will end firing back with volatility. A professional from an outsourcing company, though, is prepared for it. There’s always a way to work around the problem and save face, be it through firm denial or a humble apology. You’re also assured every post is made with unbiased professionalism.

There are more benefits to outsourcing social media managers, and they all say the same thing, that the leased employees are fit for the job, consistently delivering relevant, engaging posts.

Facebook, Twitter, or YouTube accounts should have separate, dedicated social media managers. Outsourcing social media management spares you the failures of trial and error, and businesses who have turned to it benefit from stronger community presence, and a stronger brand.

Three Benefits Of Service Offshoring In Implementing Data Management

Three Benefits Of Service Offshoring In Implementing Data Management

Data management is all about the acquisition, validation, storage, protection, and processing of data. To be sure, service offshoring companies offer accessible, reliable security that always leads to the satisfaction of the end users. This is crucial in businesses; data should always be secure, yet accessible to the right parties. When properly implemented, data management guarantees benefits that can even save your company in critical situations.

Data Security

Data security is the outright benefit of implementing data management. Unattended data to may lead to multiple problems, including overloaded servers. This leads to data loss, which may prove fatal to business. Data management avoids all these by consolidating data, simultaneously purging the redundant and obsolete. Information that remains is  organized and archived. Data loss is prevented, or at least minimized. Business mishaps are less likely to happen.

Citation

It’s important information is attributed to a reliable source. Your business’s internal may be solid, but, left mismanaged, important fragments stray and become inaccessible. You’re left with a bulk of useless, corrupted information. Service offshoring in data management remedies this, ensuring all relevant data are visible and easy to pull out. Important data is separated and prioritized, making these easier to cite and use.

Cost-Efficient (Especially With Service Offshoring)

Errors incurred in a business costs time and resources; this is especially true when data is concerned. Using erroneous data can be troublesome, fixing the damage can cost a lot of money. That won’t be a problem with data management, where data goes through thorough validation process. Misused data can be corrected, and corrupted data is deleted.

Data management is beneficial to small and big businesses. Regardless of the scale of your business, you need organized data to be efficient and useful. Fortunately, you have plenty of service offshoring companies ensure your information is constantly optimized, usable, and most importantly, secure.

Companies Use Call Centers To Streamline The Process; How To Make The Most Of BPO For Your Business

Companies Use Call Centers To Streamline The Process; How To Make The Most Of BPO For Your Business

Most companies use call centers to handle external processes, and for good reason. Doing everything in-house may not always be feasible. In some cases, it can even be unproductive. Often you’ll look for specialized teams to handle dedicated, short-term tasks. Call centers fill this need by leasing their adaptable, capable agents at your service.

Outsourcing can be the best solution in business processing. Are you struggling which aspect of your business to outsource, and to what extent? Are you anxious to test the waters, anxious to enlist agents to handle part your business? Here are three basic guidelines to ensure you’ll get a good head start:

1. Prioritize the essentials.

This will depend on the nature and scale of your business. Some companies use call centers to handle customer support, others hire staff for back-office tasks. Anything that picks up the pace of operations is considered a viable task to outsource. However, your resources may determine which processes are best done in-house, and which are best outsourced.

Consider your company’s mission in choosing which tasks to outsource. If your mission is to have an engaging, responsive brand, it makes sense to invest in website development. If your current priority is to create a solid product, you may need more hands on deck in software development.

2. Companies use call centers to handle support; nothing beats good referrals when looking for providers.

Referrals spare you the hassle of screening and testing a long list of providers. If you’re well-networked in the industry, then referrals should be your first sourcing option. This shouldn’t discredit old-fashioned shortlisting, though. To be fair, there are plenty of new and small providers who can handle complex tasks, who can hold their own against big competition.

Trade conventions, colleague socials, even golfing buddies are good sources for referrals. You can never underestimate a good recommendation, especially if it comes from someone you trust.

3. Maximize the specializations of the provider you choose.

Companies use call centers for various tasks. This is common practice, because providers prefer to hire staff skilled and able to multitask. Unfortunately, you’ll never know the extent of your provider’s capabilities if you never ask. Inquire about the scope of your prospect’s services, the nature of its clientele. There’s bound to be a new specialization you can leverage to further enhance your processes.

Providers typically cater to various industries. Foundational processes are often shared among these industries (with custom tweaks). Take advantage of your providers’ versatility and hire a staff who can deliver beyond the job description.

Aiming For Stronger Brand Identity? Hire A BPO Business Consultant For Media Monitoring

Aiming For Stronger Brand Identity? Hire A BPO Business Consultant For Media Monitoring

Are you looking for ways to boost your brand identity? A BPO business consultant can help you create a strong, unified brand. Your brand is primary representation of your company’s core values and services. Communicate this to your market, first by learning specific features you need to work on for better industry presence. Initially, you have to set up a customer-oriented brand, to reach a wider range of potential clients.

Why is branding important?

Brand is a distinct association for your business. More than a simple name or image, it leaves an impression that resonates with your audience. With a unified brand, you’ll target the correct communities, improving results and prospects for success. As people gradually learn about your company, branding becomes ever important.

How does a BPO business consultant help in media monitoring?

The competition within the industry grows gradually; a strong foundation and brand identity set you apart from other businesses. With media monitoring or media listening, you’ll build a strong brand identity that reaches a lot of people.

In order to fulfill this kind of service, the media monitoring process includes search profiles, also search terms or keywords. Here are three steps to help you build an effective brand strategy:

1. Monitor what your competitors are up to.

The nature of media monitoring lets you explore the competition, based on certain filters applied to your searches. This is even an excellent chance for checking out your competitors, find ways to engage alongside the bigger companies in the industry (most of these probably hire BPO business consultants for the legwork). However, you need to look at what they are doing so you are ready to adopt new approaches.

2. Filter particular searches. Check the trends.

There are tons of information available, from multiple media outlets. To make the most of your monitoring, filter your search with profiles and search terms (keywords and keyword phrases). Understand the effective ways of relaying valuable messages that can reach thousands of people. Then, learn about trends that keep your customers engaged in various activities, programs, and products. You want to address certain needs, meet expectations that give your brand better recall in people’s memories.

3. Listen to the customer’s concerns.

Maybe more than the expanding your customer base, what the latter thinks about you and your business is crucial. Get to know your customers’ interests. As you monitor your brand’s presence on local and international platforms, focus on brand mentions and audience perception through the use of social media, radio, TV, and even print media. You can also improve on the process by hiring hiring BPO business who can lease you the staff, you can view possible changes and potential marketing strategies for stronger brand identity.

Leased Employees In Media Monitoring And Targeting - Hiring Considerations

Leased Employees In Media Monitoring And Targeting – Hiring Considerations

Have you considered leased employees in managing how your brand is perceived on multimedia? This may not be priority at the moment, but is crucial as you gain reach online. Note that even the biggest brands stumble because of negative PR, responding with product recalls, and recompensations.

When you search for the right media monitoring service, it’s important you’re familiar with the key elements of the service, choose one that best suits your needs. Outsourcing has its advantages regardless of the scale of your business. Skilled, leased employees guarantee monitoring and documentation are on point.

1. Confirm the scope of the monitoring service.

There are different media outlets that you may include in the monitoring service: print, broadcast, and social media. Check if the platform used allows you to create, customize, and even collaborate in reporting. For optimal results, make sure the tool relies on a single service rather than from multiple monitoring vendors.

2. Check the monitor’s reputation, also the leased employees qualifications (if possible).

Work closely with professionals who provide customizable views, email alerts, and daily reports for your business. In this condition, gleaning data from conversations, trends, and results is going to be a lot easier. If you find the monitor functions effective, validate the current output results of the team so you’re aware of developing trends for your company.

3. Update media and influencer lists.

Regulate the tool that updates your company’s current list of media and influencers. You’ll maximize the leased employees productivity along the way. Once you decide to target a specific consumer group, an intricate understanding of the people’s life and possible reactions are considered. Also, monitoring updates or interactions with your brand as well as the industry are crucial in putting your company on the radar of major consumers.

Remember, the right tools and team of professionals help you build your company’s presence in various media outlets. As you consider these three important elements for media monitoring services, you can save both on cost and time that benefit your company’s overall performance. This is also a great opportunity to connect with specialists who provide good media research services and leased employees.

Tell-Tale Signs You Need To Outsource Customer Service, ASAP

Tell-Tale Signs You Need To Outsource Customer Service, ASAP

Time is seldom an ally to small business; it’s often the exact opposite! There are always deadlines and deliverables to meet. Effective time management is crucial, whether you’re part of a start-up or multinational company. If you’ve yet to outsource customer service as means to streamline your business, then it’s likely you’re missing out.

Your business has the advantage by outsourcing tasks, whether menial or essential. There’s only so much time to spare in a day. Are you willing to spend it on things you can just as effectively delegate? If you want added incentive to outsource customer service, then you’re probably aware the largest corporations already implement this as a matter of practice.

Feasibility remains a significant factor, though. How do you know if you’re in dire need of outsourcing? Here are four tell-tale signs it’s time to delegate to a dedicated, outsourced staff:

1. You want results. Right now, if possible.

Developing staff in-house has its rewards, but the process takes time to percolate. New hires need time to manage the learning curve, and this may take a few months to navigate. This is great if you’re willing to wait; unfortunately, this is rarely the case.

Isn’t it more efficient to have staff who are already trained and equipped to handle the tasks at hand? You’ll save time and money with plug-and-play teams. If you’re racing to meet a critical point in deliverables or timelines, a leased staff is exactly what you need.

2. You outsource customer service to compensate for a lack of expertise.

There’s always someone able and willing to take on any task, someone more efficient and cost-effective. You’ll burn out if you try to do everything on your own, especially the menial tasks. Routine is often the biggest roadblock to progress! If you’re admittedly unable to perform tasks for lack of knowledge or experience, it’s in your best interest to hire people who can fill the gap.

Partner with teams who are experts in areas you’re lacking, and make sure they share your company’s goals and vision. You’ll immediately realize you made the right decision, when your business runs like clockwork from the get-go.

3. You can’t spare time/you’re too busy.

This is a desperation to keep up with tasks you simply don’t have time for. It’s true time is your most valuable commodity, and an investment in the right team ensures you have spare time to focus on bigger priorities. Entrusting multiple tasks to one person doesn’t help either; this is risking a burnout. You’re in danger of losing top talent just because you piled one task too many.

The efficient solution is to outsource customer service, hire a team with all the skills and experience you need. If you barely have time to develop in-house, then you’d best hire ready and capable staff, always on-hand and for lease.