Homeshoring: Buzzing more for popularity Customer Service Center

Contact Center Industry has always looking for new ways and methods to increase the productivity, client satisfaction, employee benefits and satisfaction while keeping the cost as competitive to lure more and more business and clients.

Homeshoring, is also a way to get the employee satisfaction, customer satisfaction, cost calculation.

Contact Center Industry has always looking for new ways and methods to increase the productivity, client satisfaction, employee benefits and satisfaction while keeping the cost as competitive to lure more and more business and clients.

Homeshoring is also a way to get the employee satisfaction, customer satisfaction, cost reduction at the same time. Homeshoring gives and advantage to companies and BPOs to utalise their available workforce in less space & facility.

IDC, Research firm - proposed in 2005 that homeshoring – the underestimated sibling of offshoring – could play the role of a certain safe-haven for American workers in a globalize world. Now, the same company indicates that the bursting U.S. housing bubble may actually serve to increase the value of homeshored customer care solutions.

Service providers want professional, productive, dependable agents like never before. Captivatingly, with regards to the delivery of high-quality customer care, therefore homeshoring becomes more compelling as a model. In fact, the American home may become increasingly valuable as compared to the American automobile that has long enabled customer care agents to commute to brick-and-mortar centers. At the same time, wage earners are looking for ways to ease the stress of demanding commutes and are now being forced to become more attentive savers.

According to IDC, the homeshored model may end up becoming increasingly valuable as the American home is becoming an appreciating asset in the form of a new kind of contact center for the future.

Benefits form homeshoring bizwiz can offer to both employees and companies make it worth considering, although it will not work in every situation. Instead, companies must be equipped to not only extend its virtual contact center to the employee’s home, it must also be able to effectively manage the employee and find employees able to be productive at home. A good mix can produce a cost effective model that works for everyone.

By: Vcare Call Center

Tomorrow's Call Center: Two-Way Video Interaction

We've heard a lot about the "fast approaching day" when agents will be able to interact with customers via two-way video. This is a really cool idea -- and I see a wide variety of ways that video communications could be used to enhance our daily routines in the not-too-distant future. People in the call center industry have been exploring the idea of integrating Internet Protocol Video in the contact center for years, and now many of the software and equipment makers, including Cosmo COM, Verint, Genesys, Radvision and others are finally ready to make this prophecy a reality.

Future of Customer Service

Within the next few years, experts say, two-way video communications will be the new cutting edge way of doing business.

The banking industry is already starting to deploy "virtual tellers" at branch offices (this in addition to completely branch-free, Internet-based "virtual banks") -- while the retail industry is apparently gearing up to introduce "virtual store clerks."

Banking Industry Leading the Way- For now, it appears the banking industry is taking the lead in bringing this new technology in play. Numerous banks have already deployed "virtual tellers" at branch locations, and some banks are doing away with branches altogether and going to a pure "virtual banking" model (where all transactions are handled electronically via the Internet).

For most of us, using a "virtual teller" at a branch office will not be too different from using an ATM, except you'll be able to communicate via video link with a "virtual teller" who is, in fact, a call center agent located miles away. In addition to handling basic transactions (such as cashing and depositing checks, which in many cases will be handled via pneumatic tube), these "virtual tellers" will be able to answer questions about your account, as well as cross-sell and up sell new products and services that the bank is offering.

This new technology also brings tremendous advantages to the banks themselves, as they will be able to centralize and reduce staff, lower their real estate costs (as branches can be made much smaller) and deliver more consistent service to all customers. This "kiosk-based" form of video communications at bank and retail locations is the prelude to the much larger rollout of fixed-line and mobile two-way video communications, which will ultimately bring this new form of communication into the privacy of our homes.

Hurdles need to overcome- Obviously, there are still hurdles to overcome before video communications becomes commonplace. For one thing, there's still the basic problem of not enough bandwidth on our last-mile networks (in fact, almost half of the U.S. is still on dial-up).

Then there's the simple fact that most consumers do not have video phones or even video cameras and microphones connected to their PCs at home. Perhaps more importantly, there is still a question of how many people really want two-way video communications -- whether actually seeing the person you are speaking with offers enough value to the consumer to make the cost of rolling out IP video communications worth it.

However, with the major wireless service providers of the world working in concert with the handset makers and aggressively rolling out video capabilities on their next generation networks, we are no doubt getting closer to the day when two-way video communications will become a reality. As advanced new mobile devices (i.e., videophones) come onto the market, and consumer demand for them increases, it only makes sense that the call center industry will follow suit.

Show and Tell

Similarly, the retail industry is gearing up to introduce "video kiosks" where you'll be able to ask virtual store representatives questions about the products the store sells -- maybe even take a "virtual tour" of the store before you go inside.

Perhaps one day the "virtual clerk" at Home Depot (NYSE: HD) will be able to tell you that, yes, they do have 12-inch Milwaukee Super Sawzall Blades in stock, that they're in aisle 12, and that they cost $21.97 each before you spend 20 minutes wandering the aisles looking for something that might not even exist.

Farther down the road there's the potential for using IP video for a wide range of customer service and support operations, which people can access from their homes. For example, one day an agent in a tech support center will be able to "show" a consumer who just bought a new computer how to load some new software, or perhaps troubleshoot a set-up problem, right on the consumer's computer screen.

The ability to "show" a consumer how to do something, in real rime, rather than "tell" them over the phone will no doubt have powerful applications in the future.

I see tremendous potential for video in the contact center and I see plenty of applications for it that make sense. However, like all things in technology, this isn't going to happen overnight: the software and equipment makers are going to have to work on it slowly, in bits and pieces, and experiment with it as they go along.

Still, I look forward to the day when I'll be able to get a truly "personalized" customer service experience with a call center agent who I can almost reach out and touch.


By: Vcare Call Center

Is the Customer Always Right?

The answer to this headline is both "yes" and "no." Customers are not always right, but they are always the customers even when they're wrong. Too many practices have rigid rules and policies. How many times have you heard the answer, "this is our office policy"? This can only be described as rigidity. Every situation calls for some flexibility and leeway. By making your staff adhere to rigid rules, you prohibit them from providing customer service that will benefit your practice and image.

Policy Should Not Be Set in Stone

If a customer asks why something cannot be done, your staff should not state that "this is office policy" and leave it at that; they should offer an explanation as to why something cannot be done.

Staff Training Is Essential

Your staff should be trained to understand customer service. The key to determining what customers want is to listen to them. Listening is different from hearing. Listening skills are about 75 percent to 80 percent of communication by understanding the desire of customer. Training staff on customer communication is essential, In order to compete in the marketplace with many other practices, the staff must be focused.

The 'Zones of Service'

Four zones of service -- the rigid zone, the safe zone, the progressive zone, and the indulgent zone. The rigid zone is doing everything "by the book" and adhering strictly to company policy. In the safe zone, everyone is courteous, but everyone gets the same service. The progressive zone offers exemplary, creative service; boutique style. Policies are flexible and used only as guidelines. The indulgent zone continues with the same philosophy as the progressive zone, but without consequence to the costs of providing these services.

Don't Be Afraid of Hard Questions

Another question should be: Once the customer service attitude is initiated, how can it be sustained and keep the staff motivated? One of the best ways to begin the process is to survey your existing customers. Ask how they feel about the office, services, waiting time, convenience of appointments, fees, resolution of problems and more. The feedback will be invaluable and should be done anonymously and randomly. Surveys can be handed out in the office with a self-addressed stamped envelope for ease of return.

The ultimate objective is to improve the practice. Improved customer service will eventually lead to a happier staff, less stress, and improved production. A happier staff will generally create an atmosphere of relaxation in the office, which will definitely be perceived by patients. Give your staff reasons to take pride in their work and you can avoid high staff turnover, which indicates that the practice is operationally driven instead of people driven.

Everybody Pay Attention

Every patient is looking for quality service. The attention paid to their needs is what will set your practice apart from others. Patients also want extra value, and they want their problems solved as they arise. In this way, you not only manage, you exceed your customers' expectations. These are the "keys to customer service."

Develop a Customer Service Program

Developing a good customer service attitude starts with accepting it as a means to developing a quality practice. Instituting these attitudes within your staff is a little more difficult and requires a serious evaluation of who your employees are and how you hire them.

Devote a whole staff meeting to this discussion and role-play everyday scenarios. An office retreat away from the office with a guest speaker to address these issues is also a helpful way to start the process. Not everyone grasps change easily, so starting a customer service and patient satisfaction program should be gradual and incremental.

An office with a happy staff is the best mechanism for developing a customer service program. The most effective means of internal marketing occurs from our staff. If we treat our staff well, they in turn will treat patients well. Employees who are not treated well generally will not treat the other employees or patients well.

Long-term staff members who are well compensated, challenged and educated are the best source for maintaining a quality patient base and recruiting new patients. It is imperative not to overlook the relationship between the staff and patients. Many practices use the slogan "new customer welcome," but it is important not to overlook "old established" customers. These customers must feel welcome too. If too much effort is placed on cultivating new business, the established customer will feel they are no longer important.

Is the customer always right? I will reiterate the answer "yes and no." It is all about how they are treated by everyone in the office.

Leading Software Company forays into call center

In line with strategy to enter the BPO space Mascot Systems , a leading global offshore software services company, today announced its entry into the IT Enabled Services (ITES) segment with the proposed acquisition of the Contact Center and Facility Management businesses of Delhi-based outsourced services provider IT&T Ltd. The Company has signed an agreement to acquire as a going concern, IT&T’S BPO business, by way of a business purchase. It will also acquire IT&T’S Facility Management business by buying out IT&T Technology Services Ltd., a subsidiary of IT&T. The acquisition is subject to approval of Mascot’s Board of Directors, terms and conditions of agreement, and other statutory and regulatory approvals as may be applicable.

Explaining the rationale for the acquisition, the company said in a statement that the acquisition is in line with Mascot’s earlier articulated strategy to enter the BPO space.
The acquisition will enhance Mascot’s services portfolio and enable it to rapidly establish a presence in the BPO space in a relatively cost-effective manner so that the Company can leverage its own strengths and global resources to ramp up the acquired business.
According to Gartner Group estimates, the global BPO market is expected to reach $234bn by 2005. NASSCOM and McKinsey have recently increased their projections for the Indian IT Enabled Services market in 2008 to $21bn from the $18bn earlier.
IT&T’S domain expertise, proven team and operating experience in Customer Relationship Management, Affinity Marketing and Helpdesk Support will enrich the suite of services offered by Mascot and enable it to provide its clients a complete range of IT services and solutions. Mascot has plans to rapidly scale-up the acquired business - both, financially and operationally - over the coming two years by building upon Mascot’s established strengths and competencies.

The BPO business will come to Mascot Systems for a cash consideration of Rs188.81mn while the Facility Management business will cost Rs23.9mn. The acquisition will bring in the BPO business of IT&T Limited as a going concern, including over 400 employees, its infrastructure, equipment, facilities, contracts and intellectual property. Mascot will acquire the customers and prospects of IT&T across the United States and Europe. As part of the deal, the vastly experienced executive management team will become part of the Mascot Group and drive the day-to-day business.


By: Vcare Call Center

Benefits of Call Center Services

A Call Center is an industry term referring to a company phone center that handles such services as help desk, customer support, lead generation, emergency response, and telephone answering service, inbound response and outbound telemarketing.


Normally if you make a set up for your clients to attend their quarries, it is very costly to prepare. For all of these you need to have specific technologies, particular department and excellent manpower. There is an option to get all of these under one roof and meet your all requirement and save your investment money which includes building up infrastructure, setting up technology, and implementing particular department and hired specialist or specific staff. You easily hear about contact/call centers who do meet all above requirement and implement best resource and provide best service to be ahead in competition.

Call Center Services

Call Center services are booming in most developing countries, all around the world. As a result of the competition, Call Center services require aid to carry on their profitable business. Call Center services help the center in reach maximum target. The services help to tune quality programs to promote higher and steady levels of customer satisfaction. The services at these Call Centers include Operations, Customer Service, Tele calling, Backend, technical support, transactional processes etc.

Businesses who do not receive important phone calls put themselves at risk for losing profits. This most often occurs when a first time caller is looking to become a new customer. If an individual is calling a particular business to become a client it is likely that they may not call back if their call was not answered. For this reason there are many business owners who use a Call Center. Many times a Call Center will answer your calls as if they were one of your employees, take a message, and then forward that message on to you.

Few benefits of Call Center services for any company: -

· The benefits combined with developing company own call-handling center are truly incredible once them. Not only will company generate new clients, but also keep existing clients satisfied.

* One of the greatest benefits to having a Call Center services is that company clients will be able to speak to a person the first time that they call. Since everyone hates having to be placed on hold or told to call back, the use of a Call Center service could greatly increase the satisfaction of clients.

· Another benefit of having a Call Center Service for business is that it could increase the number and type of clients. There are many companies who do business with clients all around the world. Contempt a worldly connection, there are many established employees who only speak one language. Many Call Center service representatives are multilingual. They may be able to help new foreign clients. It is also possible to have a 24-hour Call Center service to support clients that are from different areas of the world and in different time zones.

* One of the major benefits of the on-demand Call Centers is the ability to provide any relevant equipment a Call Center operator might want thus reducing the cost of entry into potential lucrative markets.

* Make the most out of your investment and get a nice return by investing in your time wisely. Call Center services will hopefully free up more for you to focus on the work you like and take more time for marketing and advertising, to improve sales and projects.

* Inbound calls can be professionally answered using by agent intelligence and information can be easily given to callers.

* Answering machines or voice mail can be perceived as cold and impersonal. Live telephone answering services like inbound Call Centers give you a more professional image. Statistics show the percentage of hang-ups on answering machines is significantly greater than a live answering service.

· Some companies managed Call Center services based on the Cisco solution. IP-based customer interaction networks are enabling companies to measurably improve response time and increase customer satisfaction while at the same time reducing agent costs and improving network efficiency. (Vcare call center is an example of CISCO based/funded call center in India, which can able to meet your requirements)

The number of benefits of call center services is above-mentioned. Call Center services are more beneficial and profitable for all type of business. If your clients are expanding faster than your business you may find that a call center is a professional solution to the problem.


By: Vcare Call Center

Advanced Network Services

Advanced Call Center Routing Services is an application package on the Cisco Network Applications Manager (NAM) for Service Providers. NAM Advanced Services allows Service Providers to offer advanced Intelligent Network (IN) features capabilities to a broad market of business customers. The features include dynamic call allocation, network-based prompting and queuing and Web-based end-customer call control and reporting.

Advanced Services can be deployed on top of TDM infrastructure as well as with IP networks, using the Cisco Internet Service Node (ISN) or a third part IVR systems as prompting and queuing platform. Advanced Services facilitates rapid end-customer provisioning, since it requires no changes to existing customer infrastructure and can use the Internet for the call control and reporting functions. As a result, the costs and efforts associated with provisioning these customers is dramatically reduced, making them cost effective for small and medium-sized businesses.

With Advanced Call Center Routing Services, Service Providers can directly address the following market segments:

* Customers with small to medium contact centers for whom high-end hosted call center services like Cisco Intelligent Contact Management (ICM) or IP Contact Center (IPCC) may not be cost effective but who still require dynamic call distribution capabilities.
* Contact centers with low-end PBX equipment that can not be readily incorporated into real-time virtual call centers using Cisco ICM software
* Cisco ICM users who require dynamic call routing to small branch offices with low-end equipment.
* Cisco ICM users who require dynamic call routing to small branch offices with low-end equipment.
* Businesses ‘informal’ contact centers.

All customers requiring integrated prompting, queuing and IVR services.


By: Vcare Call Center