Posted on Jun 29, 2011 07:02:34 AM
Outsourced call centers serve a very integral role in the functioning, and more importantly, in the profitability of businesses during the modern day and age. If you really think about it, some of the best deals you get are able to be offered because of outsourced call centers.
For instance, major computer companies like Dell rely upon outsourced call centers to meet their customers’ needs every day, which is one of the reasons why they can offer such a high level of customer support while also featuring the best rock bottom bargains on name brand and high quality personal and business computers. Do you know what the top reasons are for using an outsourced call center? Find out in this blog!
Top 10 Reasons to Use an Outsourced Call Center
Posted on Jun 14, 2011 09:38:04 AM
Customer services include two critical components – interaction and information. The interaction part involves introductory communication, inquiring about the essential details and understanding the problem of the caller. The information part involves the final solution to the customer’s query. To provide the best customer services to our clients, InSO strives to ensure quality at both levels of customer services.
Customer Interaction at InSO
We understand that every caller is a valuable customer of your company. Every satisfied caller will ultimately reflect in your annual balance sheet. Thus, we direct the best of our energies towards making every call a satisfying experience. To this end, InSO has put in place state-of-the-art infrastructure, such as interactive voice response systems and dedicated software support. Also, we have regular workshops for the call center executives on how to interact with customers in the best possible way. We invite industry experts to train our executives in customer handling skill, such as anticipating caller expectations, understanding his problem and managing short-tempered callers.
Giving Information to the Customer
The primary motive of every caller is to seek information. The type of information and the need, however, differs from business to business. However, if the call center fails to provide the desired information, the customer will form a poor impression of the company. While working, as an extension of your company, InSO considers every caller a direct client and not a third-party customer. Our R&D team thoroughly works on every project to create a database of possible questions from the customers. This database is distributed to all the call center executives for fast and effective query resolution. The database always keeps on growing as new queries emerge.
At InSO, we have the facility to record every call so that it can be tested for information delivery and caller satisfaction.
To receive quotes on InSO International’s call center services, fill the customer query form. We also provide free services for a period of one month to new and prospective clients.
Posted on Jun 14, 2011 09:37:02 AM
Convenient, courteous and friendly customer service is the key to success of business and customer’s total satisfaction. To generate profit and establish a good name, excellent customer service is provided by an inbound call centre.
Customer service call centre is best for manufacturing as well as service industry. The customers mainly call for:
The customer service programs can be tailored made as per the requirement and specification of the company. The customer representatives are well trained professionals working with sophisticated software. They are also imparted tailor made training for attending a particular product or service. No stone is left unturned to see that the customer calling ends the call satisfied and a feeling of goodness.
Posted on Jun 14, 2011 09:35:14 AM
InSO brings the expertise to support your processes through multiple service channels. We communicate and process through different mediums across various domains and processes. InSO’s ‘Center of Excellence’ brings best practices of offshore outsourcing services, and 24 hr customer services, and learning to further enhance our skills in the use of these channels.
We provide support via telephone for a host of Fortune 500s and world’s leading companies. The spectrum of services includes customer care, technical support and outbound programs. Given below are some of the services we provide:
InSO provides support for global companies and the responses vary from simple to complex. We have the experience to control scale with complexity and have very successfully handled the peak season for our clients. InSO has established itself through the eMail processes and has gained competencies in other channels. Our services include:
InSO is the pioneer and is the first partner of one of its clients to go live on technical support through real-time chat by migrating phone users. We have expertise in providing chat support for:
4.Data (Back-office and Transaction Processing)
InSO provides backend support and processes a high volume of transactions for its clients. Our systematic approach towards training, quality control and service delivery helps our agents / associates process transactions and consistently perform above the clients’ enterprise averages. We delivery high accuracy and provide support in:
InSO provides integrated services to its clients wherein the agents are handling more than one channel simultaneously. The agents are trained to provide support for multiple channels and use more than one medium for communicating and processing a contact / record:
Posted on Jun 14, 2011 09:28:56 AM
InSO has extensive experience in providing various offshore services to Fortune 1000 companies and ‘growth innovators’. We are uniquely positioned to service the wide spectrum of inbound customer service call center, outbound customer interaction and offshore outsourcing services to both retail and corporate customers.
Our support for various processes has been clubbed under the following services:
Ensuring customer ‘delight’, building loyalty and creating opportunities is our vision.
InSO is one of the largest customer care call center that provides offshore outsourcing services in India and helps clients establish benchmarks in world-class customer service. At InSO, every agent / associate strives to bring exceptional professional experience to the client’s customers and provide first contact resolution. The company is the only Indian contact center to be awarded the “Frost & Sullivan Market Engineering Award for Customer Service Leadership in Indian Outsourced Call Center Market“.
Our wide range of offshore outsourcing services helps in establishing and maintaining ‘customer relationship management’. The scope of services vary from simple queries (accounts details and maintenance, information on products and services purchased, travel services required, service changes / swaps) to complex questions (escalations, premier queues). The customer care arm also provides inbound sales including cross-sell and up-sell services. This has generated significant revenues to our clients.
We provide exceptional experience in:
* Customer retention
* Research escalated cases and provide solution
* Cross-sell / up-sell purchases
* Compliant and query resolution
* Activation and change of services
* Billing queries
* Product information support
* Order management
* Warranty / replacement support
* Booking and reservations
* Loyalty programs
* Account queries and maintenance
* Insurance claims calls
1.Technical Support
Extending support beyond sales by providing simple solutions to complex problems
Rapidly changing technology and demand for simple to complex technology driven products has changed the service expectations of the customers. InSO provides all levels of technical support for businesses and consumers. This includes providing services for simple customer service, product information requiring specialist knowledge and complex issues management. The services also include tech-support related to escalations and high-end queries.
InSO Provides step-by-step guidance to queries on:
InSO in turn becomes a seamless extension of the client’s organization.
2.Collections
Reducing risk and enhancing bottom lines
We have implemented both inbound call centre and outbound calling processes for our financial services clients. The outbound calls are made for the 1st and 2nd stage collections from prime and sub-prime mortgage customers of the client’s home mortgage products. The calls are made to delinquent customers to gain a promise to pay or when acknowledging the payment.
The agents handling these accounts are fully compliant with the Fair Debt Collections Act. All agents are trained and tested comprehensively on FDCPA. In addition, production scheduling and call processes are designed to ensure full adherence to FDCPA at all times.
3.Telesales / Telemarketing
Generating leads and adding value
We do outbound direct marketing campaign, selling home equity loans to target consumers, telesales for extended warranty, welcome calls, insurance calls, selling the services related to partner programs and promotions, selling ‘sticky services’ and sales referrals.
We are registered for the states in USA where we make telemarketing calls and adhere to the respective State and Federal Telemarketing rules.
4.Transaction Processing & Back-office services
Extending support to increase accuracy and reduce turnaround time
InSO provides backend support and processes voluminous transactions for its clients. We provide expertise for both, contact and non-contact services. Our systematic approach towards training, quality control and service delivery helps our agents / associates, process transactions and consistently perform above the client’s enterprise averages.
Reduce costs and consistently provide quality outputs in:
Posted on Jun 14, 2011 09:24:41 AM
As a booming business we at InSO (International Outsourcing Services) understand the importance of retaining existing clients and that it’s essential to your continued growth. It is important that these existing customers are able to access a representative of your live phone answering services inbound call center team, as and when they require.
Our highly trained highly professional call center team will take information and provide answers to customers on behalf of your business. We offer a 24/7 telephone and email answering service, which is excellent for handling enquiries from all different time zones, allowing us to be able to make more sales and answer questions at all times. All the calls that are received are processed by our customer care team who will take information from the customer, such as their address, name, phone number, and any brief message they need to make.
1. The Importance of a Professional Answering Service
Exceptional Telephone Answering Service value is what we create at Answering Service Care. Give us a call at 626-531-6080 and you will immediately hear the difference. We have the best, most qualified people in the telephone answering service industry. Cost-effective solutions for any size business.
2. Professional Answering Service
24 hour phone answering services help produce a professional image with customers. Our professionally trained agents will answer all calls with a message that is defined by you. Any callers that reach us will assume they have reached a member of your customer care team. Our phone answering services can provide your company with screened calls, or the transfer of any urgent calls that need your immediate attention. We can provide a quality answering service that uses your own personal choice of message delivery method, which will free up more time and money for you that you can allocate in other areas of your business.
3. Our Answering Service Offer a Cost Effective Solution
Our live call center answering services will not only save you a considerable amount of money, it will also save you a lot of time. InSO’s answering services solutions can offer you professional call center agents for a relatively small fee. Instead of paying a full time employee to work in your customer call center services department, you can employ our offshore phone support employees.
4. What INSO Call Center Solutions Can Offer You
InSO can provide you with highly trained award winning inbound call center answering services. We have helped companies increase product sales to the combined value of over $500,000 in the last 7 years.
Posted on Jun 14, 2011 08:28:24 AM
Our experience has taught us that one of the most effective ways to improve Quality is to measure and align all the Quality Management systems with End-Customer-Satisfaction. We implement this learning and philosophy in every aspect of our Operations Management in InSO’s customer service and business process outsourcing capabilities. Various processes and tools (including Verint Ultra Quality Monitoring System, Agent Evaluations, and Surveys etc) enable us to monitor and improve the quality of our operations, to delight your customers.
We have consistently maintained/exceeded industry standards for customer satisfaction across all our Operations, and have emerged at the leader in providing quality call centre services.
Our Mortgage Customer Service in BPO was rated 90% in a Gallup Customer Satisfaction Survey conducted on behalf of our Client.
We meet and beat all our quality objectives by:
In doing so, we continuously improve overall performance and continuously add value to our Client’s business by improving end customer experience.
Key components of our Quality Methodology
InSO Quality Team
InSO Quality Team includes a good balance of personnel who have graduated from the Operations floor to the Quality Team. All of them have a thorough understanding of program metrics and are well trained to monitor and provide feedback to Customer Support Representatives so they deliver exceptional inbound and outbound call center services.
Quality Assurance is an independent group in InSO that reports directly to the President. The Team is headed by the Quality Manager and consists of dedicated Quality Analysts and Quality Executives for each program.
InSO Quality Processes
We provide a wide range of services to our clients and help them in turn provide high quality operations to their customers. Given our multi-channel approach, quality metrics for each channel (such as email, chat, inbound voice based customer support and outbound telemarketing call center services) are defined independently.
Our Standard Quality Process comprises of:
1) CSR Monitoring and Feedback Process:
We have elaborate call monitoring, calibration sessions; process monitoring and feedback systems in place to ensure that InSO Quality Standards are predictable and consistent, and always remain high. Our monitoring and feedback mechanism is a major component in our strategy for providing high-quality offshore call center services.
The Quality Analyst assesses a customer support representative’s performance according to specific predetermined evaluation criteria and defined guidelines. The QA’s main goal is to provide objective feedback, which is based on the customer support representative’s performance on calls/emails.
CSR Quality Monitoring Process:
Different types of Monitorings:
In the initial stages of a project, the call coach will side jack with a CSR and monitor a call live. The call coach will evaluate and provide the CSR with feedback using the Observation Feedback Form.
This reduces the learning curve of the CSR and ensures higher quality. Call monitoring is done at least 5 times every day for each new CSR. Once a CSR gains expertise and the project stabilizes (typically 6-8 weeks), the frequency is reduced to 1% of the calls handled. In addition we have a refresher program, which is conducted by the QA and the Project Trainer to address areas of improvement for the CSR.
2) Calibration
InSO has a Calibration Process in place to align the various Quality measurement mechanisms including end customer satisfaction, InSO internal Quality Monitoring Processes and Client Quality Monitoring Processes.
On a weekly basis, the InSO team evaluates a few sample calls with the Client Quality team to identify the potential differences in the evaluation process. The same exercise is carried out internally by the InSO Quality and InSO Operations teams. Ultimately, all Quality measurement mechanisms are aligned with the end Customer Satisfaction score.
Internal and external Quality scores are reported on a daily basis. The weekly, monthly and quarterly reviews have a dedicated section to discuss the Quality target, performance and action plan for improvement.
3) Proprietary Quality of Sale Process for Outbound Programs
InSO has successfully initiated a proprietary Quality of Sale Process for all Outbound Programs to ensure that only sales that fulfill all the predetermined evaluation criteria are sent across to the Client.
A team of Quality Executives reviews and does a quality check on all the qualified sales before they are sent to the Client.
4) Call Recording and Monitoring System
Posted on Jun 14, 2011 08:26:48 AM
Transition Management at InSO is a step-by-step process with a strong focus on ensuring that we On-Board all inbound and outbound Projects On-Scope, On-Time and On-Budget.
We have a dedicated Project Manager for each Project who works closely with the Client Team to facilitate smooth on boarding of the Project, ensure 100% customer satisfaction and retention, and maintain seamless telemarketing service support.
Key Aspects of our On-Boarding Process Details are listed below:
We successfully launched a new 250 person Inbound Program in 12 weeks and a 150 person Email Project in 8 weeks. Our TM team has set a benchmark of operational excellence for other BPO companies and call centre service providers to emulate.
Methodology based Project Management approach:
1. Signoff on Statement of Work
2. Requirements Gathering
3. Planning and Design
4. Implementation
5. Testing and Roll Out
Posted on Jun 14, 2011 08:23:48 AM
Service Level Management is one of the biggest strengths of the Operations Team at InSO. We are rated as #1 by our clients for meeting and exceeding Service Level expectations in the business process outsourcing and customer service outsourcing industry.
Key aspects of our Service Level Management Process are:
How do we ensure our Client’s success?
Service Level Management can be defined as a systematic review of service provider performance against predefined SLAs to deliver inbound call center, outbound call center, and other projects.
We implement End-to-End Service Level Management by understanding our customer needs thoroughly and incorporating them into our business goals. These goals in turn drive our Operational Goals and Service Level Metrics for Key Processes and Sub Processes.
The Project Manager and the Operations Manager work closely with the Client Team to define, understand and track key program metrics.
Service Level Metrics are reported and reviewed periodically against achievement of stated operational goals. These SLAs are then redefined based on Program Performance. This is done in Weekly Dashboards, Monthly and Quarterly Review meetings with the Client.
Key team members are incentivized based on these metrics for true alignment of operational goals across the organization.
By implementing end-to-end service level management, we ensure that our Clients experience the InSO advantage – a sure shot recipe for long-term success.
Posted on Jun 14, 2011 08:22:38 AM
“Recruit, Reward & Retain the best”
The Human Resource Department at InSO is an integral part of organization, managing the knowledge worker in a proactive and innovative way. We aim to build a sense of belonging through our humane and purposeful activities, thereby ensuring that our people possess a competitive advantage over our competitors in the business process outsourcing space. We also aim to be the best in the business of customer service and call center spectrum in the Indian BPO industry.
Employee-friendly policies, quality of leadership, challenging work, career advancement, employee motivation and an innovative mentor system help us align our HR strategy to attaining business imperatives
Key aspects of our People Management Process:
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InSO International Call Center Email: support@inso.us Phone: 800 788 8299 Allen, TX 75013 |
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