Call Center Solution

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Call Center Solutions Factors

Does high agent turnover threaten to derail the gains you expected from consolidation of customer interactions?
Are calls being resolved efficiently?
Do agents have expertise available to answer all questions?
Are product complexity and customization barriers to resolving customer's problems quickly?

Key Factors
Customer contact centers are a standard feature among firms dedicated to delivering superior customer service. Several trends, however, are rapidly becoming barriers to contact center efficiency:

Turnover among call center staff is increasing. To make call center staff effective, training is essential, but the time to train is often a significant part of the tenure of an individual.
Transferring knowledge from skilled experts to novices is difficult and continually compounded by the growing complexity of products. Knowledge and know-how on products is becoming scarce. The required expertise may exist in only one language or geographic region.
The effectiveness of the contact center can have a dramatic impact on the cost of delivering customer service. A highly effective call center can resolve customer problems at first touch, send only the
materials required, and escalate a minimum number of calls to secondary resources.

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The original and most authoritative source on inbound, outbound and customer service management. Presenting comprehensive monthly information to help build profits for every type of business, including: Proven marketing strategies: Database marketing/list selection and effective techniques for business-to-business and business-to-consumer. Cost-effective technology:
ACDs, predictive dialers, computer telephony integration (CTI), contact management software and more. Powerful sales techniques: Unique approaches for telemarketing pros. Money-saving ideas: Outsourcing to telemarketing service agencies. Hiring smarter: Selecting, motivating and compensating the right people. The Annual Buyer's Guide: Definitive listings of over
1,200 industry suppliers. Creating a standard of excellence with recognition of outstanding industry achievements, including: Rising Stars: The Fastest Growing Telemarketing Companies: Spotlights the the largest annual percentage growth rate of developing, mid-size and large firms. Top 50 Inbound & Top 50 Outbound : The annual ranking of the companies by billable minutes of long-distance service. MVP Quality Awards Salutes the outstanding quality practices of an elite group of call centers: the "Malcolm Baldrige " of the telemarketing industry.

Outsourcing the call center function has become an effective method by which companies are cutting their operational costs without impeding customer service. However, the legacy systems that store historical customer information are a major impediment to the smooth hand-over and running of the call center. These systems contain sensitive customer data, not originally designed for external access, but without the data the new customer service agents can not offer the quality of service required.

The best solution to this data access problem is to create a new Graphical User Interface (either Windows or Web-based) that seamlessly accesses the internal systems and presents the customer data in an intuitive format. The GUI client application can restrict access to the data, ensuring that only the information needed to perform a given function is made available to the user.

For service providers that handle different lines of business from the same call center there is a big end-user training hurdle to overcome. Accessing each specific customer database through its own front-end would require each agent to learn multiple applications. Such extensive training is uneconomical in a call center with high staff churn rates. This training burden can be relieved by developing a single, consistent Graphical User Interface that can access multiple customer databases. With this approach, each agent can learn a single application and still handle calls for different customers. The economy of scale that comes from blending calls from different customers enables the contract to be run as efficiently and profitably as possible.

Imagine having a call center with ALL of your telemarketers talking ONLY with interested prospects. With technology from Database Systems Corp. this type of advanced call center is now a reality. By letting your phone system do more work and qualification of your called prospects, your call center agents can spend more productive time selling and promoting rather than just trying to keep a prospect on the line. Prospects can now be called and introduced with a consistent, professional message. Your call introduction will be a clear, concise message that YOU want to present.

Fewer agents can now process far more calls in this new call center. You can hire call center agents that can work from your center or from home. Recruiting telemarketers into this environment is much easier. Call centers can become as much as 10 times more productive using this smart and professional marketing approach. Calling campaigns that take days or weeks to perform can now be accomplished in just hours!