Why Choose a Call Center with Live Call Monitoring?

Did you know that live call monitoring can effectively train agents, improve best practices and increase the overall efficiency of a call center? If you plan on outsourcing call center services, you will need to choose a call center that offers live call monitoring. Find out why.

When global enterprises outsource call center services, they expect quality customer support services. What better way to ensure quality customer support, than live call monitoring? Live call monitoring refers to the process of listening to an agent and caller in real-time, to ensure that quality standards are being met. When outsourcing, be sure to choose a service provider that offers this feature.

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5 Popularly Outsourced Call Center Services

Do you want to outsource call center services, but do know which ones to outsource? Here is list of the 5 popularly outsourced call center services to help you decide.

Customer support services can either be inbound (where a customer calls to resolve their issues, register complaints or avail more information) or it can be outbound (where call center agents call prospective customers to sell products/services to get feedback or to conduct a survey).

Call center services, being a niche field, requires skilled customer support executives, a large infrastructure and cutting-edge calling technology. All this can be very expensive, not to mention the huge amount of time and energy that has to be invested.  This is why companies prefer outsourcing call center services, so that they can focus more on their core business ventures.

When outsourcing call center services, you can choose to outsource either inbound or outbound services.  Here are the five customer support services that most companies opt to outsource.

1. Lead Generation Services

The process of making calls to a database of people and finding out how many are interested in a company’s products/services is known as lead generation. This service is pre-requisite for good sales and is one of the most popular call center services. If a person is interested, he/she would become a qualified lead and such leads would be handed over to the sales department of the company for a follow-up.

2. Appointment Setting

Appointment setting, another popular call center service revolves around calling up prospective candidates who are shortlisted through a lead generation process. Next, an appointment is set up with the customer’s company sales representative. Outsourcing this service can help you save both effort and time.

3. Third Party Collections

This is yet another call center service that several banks and financial institutions opt for. Through third party collections a financial institution can recover their money from their debtors. The call center provider is paid a commission based on the amount of money they are able to recover. Continue reading

Try Out the New Call Center Staffing Calculator!

Have you always wished to know how much an outsourced project would cost, before you even decided on outsourcing? Now you can, with Outsource2india’s handy Call Center Outsourcing Cost Calculator that is quick, easy-to-use and absolutely FREE.

For over a decade and half, we at Outsource2india, have been providing a wide range of reliable and affordable customer support services to leading organizations around the world. One of the most common questions that most customers ask us is “What is the budget and number of call center agents that I require to support my desired service level?

To address this question, we have developed a novel Call Center Staffing Calculator that is free, easy-to-use and provides the customer with an immediate answer to these business critical questions:

  • How many call center agents will I require to adequately support my call center expansion requirements?
  • What will be the cost for my desired service level?

How to use the Call Center Resource and Budget planning calculator?

To find out the required number of call center agents and the total cost incurred per week, all you have to do is enter in the type of your project, the service type, the target country, the call count, the average handling type and your shift coverage preferences. Once you enter in your details, you will just need to click on the “Calculate” button to find out the answer immediately.

Here is a quick guide on how you fill in your details:

1. Project Type: Select the type of project that you wish to outsource, from the drop-down. You can make your choice from Inbound Calling, One-time Outbound Calling, Ongoing Outbound Calling or Email/Chat Support.

2. Service Type: In this drop-down, you can select a service for which you require staffing requirements. The services will vary based on the project type that you have selected. For Example, Order Taking will fall under Inbound Calling, while Lead Generation will fall under Outbound Calling.

3. Target Country: You can use this drop down to select the specific country ( USA, UK, Canada, Australia, Germany etc) where you plan to expand your business with our call center services. Continue reading