Running a business in today’s world is filled with many challenges. The complexity of performing a range of tasks while keeping in mind the compliance’s imposed by regulatory bodies can befuddle even the best of entrepreneurs. The problem exacerbates further when you don’t have the right resources to deal with the copious amount of data generated on a daily basis. Although many business owners have started looking at data carefully, there are others who simply do not have enough time to dedicate to their back office work.Continue reading
Money making is the main purpose of any business. Similarly, the main purpose of outsourcing has always been reducing costs of operation and making money in the process. However, in an attempt to save money, a business owner should never forget the importance of infrastructure in long-term success of an outsourcing venture. Hence, call center outsourcing companies should be visited and their infrastructure should be analyzed before handing over business.Continue reading
Every business is unique. No matter how small the differences are, the salient features of a business are what make it stand out in the eyes of customers. These small distinctions are what make a company valuable to a particular group of customers. However, without proper promotions, most companies are unable to reach their potential clients. This is why; they are unable to maximize their potential.
Considering the rampant rise in the competition, it is essential for companies to link up with maximum number of clients in the shortest amount of time possible. Hence, it is important for them to utilize all modes of communications. After analysis, it has been seen that direct marketing is one of the best forms of advertisement available to businesses. Although it is possible to run an in-house department that specializes in direct marketing, taking the help of telemarketing outsourcing services is far more convenient and at the same time – cost effective.
Why Direct Marketing Works?
Direct marketing provides a way to reach out the maximum number of customers via different mediums. The chosen media for reaching out to clients can be any one of the following: an SMS, a call, an email, a television ad or even a promotional letter. Direct marketing, better known as direct response marketing, provides a proactive way to reach out to potential clients.
The reasons why direct marketing works better than other mediums are:
- Direct marketing invokes a response – When you contact potential clients via direct marketing, you are able to invoke a response from them. Especially when a call center agent contacts a potential client, it immediately results in a conversation that can persuade a customer to use your services.
- Variety of approaches – Direct marketing response strategy includes various modes of communication. So, if you are unable to lure in customers with one mode of interactions, there is always another mode of communication available for you to make contact and generate leads. Some contact mediums used in direct marketing are: telemarketing phone calls, automated phone calls, emails, text messages, ads on OTT platforms e.g. Netflix , door-to-door solicitation etc.
Complementing Direct Marketing with Other Call Center Outsourcing Services
Although direct response marketing provides a great way to reach out to customers, a business owner should look to other avenues for boosting his outreach to potential clients. There are many other call center outsourcing services available that can complement direct marketing tactics.
- Voice broadcast – Recording your brand message and sending it to potential clients is a wonderful way to reach out to customers. There are many call center outsourcing services available in the market that can help you in writing the brand message, recording it and then sending it to target audience.
- Market research – Market research is one of the most important call center outsourcing services and can be used for gathering insights about how the market will operate in the future. You can outsource your market research tasks to an accomplished company that has access to cutting-edge software for forecasting the market response. Using the insights provided by the market research company, you can enhance the quality of your direct marketing and voice broadcast strategy.
According to a report, one in 3000 calls received by an inbound call center is fraudulent in nature. This may not be a big number in the eyes of a call center company, but from the perspective of a fraud specialist, it is quite a substantial stat. And, when we look at this stat from the viewpoint of a call center dealing in finance domain, it amounts to an average loss of approximately $0.60 to fraud per incoming call. Cumulated over a year, these trickling losses add up to millions of dollars. Quite a bewildering stat!Continue reading
Making a to-do list is a common procedure that is followed by individuals who have very busy schedule. It is a very old concept and allows any person to perform his tasks efficiently within a set deadline. Just like it is useful in performing day-to-day tasks, this method can also be fruitful in enhancing the quality of call center operations. The proper usage of a to-do list for call center agents not only provides effective results but also help them take active responsibility in their particular professional environment. Although the major advantage of a to-do list comes in the form of better time management, it has many other hidden benefits for a call center operation.
Save Time and Enhance Call Center Services with a To-Do List
There are certain activities that need to be ranked before taking any action. Therefore, the call center agents have to be very focused about the importance of any work that comes their way and how to tackle it without any complication. A to-do list acts as the best friend in this aspect. If a habit is made, then it is possible that all the vital tasks of a call center operation will be completed within time and agents would be able to dedicate their extra time on their personal development skills like training and quality monitoring. The management of call center should place special emphasis on first call resolution, average handle time, service level agreement and shrinkage (unavailability of agents to handle calls).
It is also important to follow up on certain activities to maintain efficiency in the scheduled hours. Some of these activities can be reading important emails, case studies, following up on unfinished customer issues, performing after-call work, along with working on forum and knowledge base reviews. All these tasks may take long time and therefore to complete these activities a proper listing of to-do work needs to be completed at the start. For example, shrinkage activities fit suitably on an agent’s to-do list.
The Important Role of Managers
To address the matter of shrinkage, the role of supervisors and managers matters a lot. A proper communication process through e-mails and reminders not only helps agents in a number of ways in enhancing their quality of service but also keeps them aware of their priorities. Managers can also help agents in creating their to-do lists by letting them know about the areas that they need to focus on. As managers have access to key agent stats like AHT, FCR and unavailability time, they can call the agents one-by-one and provide them with instructions on how to improve their ratings and maximize customer satisfaction.
The call center agent’s to-do list essentially helps in improving results and productivity. A major part of shrinkage activities can be reduced with a perfect construction of to-do list. Call center outsourcing operations can be easily balanced with the help of innovative tools and methods for time management, which can elevate the level of services to a higher level than before.