Archive for the BPO Trends Category

October 4, 2012 / BPO Trends

Call-Backs vs. Click-to-Call vs. Virtual Queuing

Call-Backs vs. Click-to-Call vs. Virtual Queuing

There are three frequently used terms in improving call center experience namely; call-back, click-to-call and virtual queuing. These terms are closely related and often confusing, so I’m going to explain the differences between them. Call-Backs Of the three terms, this is the easiest to underst

No Comments / Read More

September 21, 2012 / BPO Trends

Developing Metrics that Matter to You

Developing Metrics that Matter to You

One of the common concerns with regards to metrics in Customer Service is the Market Standards.  But does that really matter? Too many times, we get in touch with contact center companies trying to fit their company into what their Top Management believe they should be, without looking at the bi

No Comments / Read More

September 14, 2012 / BPO Trends

The Significance of Contact Center Scalability

The Significance of Contact Center Scalability

As a leading Contact Center company, June Spring Contact Solutions always worked for ‘added and improved’ procedures before they ever were. Customer Relationship Management (CRM) should be excellent, Automatic Call Distributor (ACD) groundwork should provide complete situational attenti

No Comments / Read More

April 10, 2012 / BPO Trends

2012 BPO Trends

2012 BPO Trends

Competition in the business processing outsourcing in the region is likely to take shape this year as firms gear up for huge opportunities that have come with advanced technology. Today, the country is seen as one of the fastest growing BPO centres in the world. Advancements in technology will drast

No Comments / Read More

December 12, 2011 / BPO Trends

Telemarketing Best Practices

Telemarketing Best Practices

In the present market trend, there is an important need for constant improvement in customer/client communication.  Emerging of new competition, advertising and strategic marketing schemes are some of the obstacles and challenges each telemarketing company faces.  What follows are some tips to kee

No Comments / Read More

December 12, 2011 / BPO Trends

Call Centre Style Watch Guide

Call Centre Style Watch Guide

The importance of Call centre Technology in building an effective call centre depends on many things, including the purpose of the call centre, its size, the supported channels (calls, emails, chats, faxes, etc.) and the location(s) of the call centre. A call centre can be complex and technically so

No Comments / Read More

December 12, 2011 / BPO Trends

The Dynamics of Telemarketing

The Dynamics of Telemarketing

Today, telemarketing campaigns is one of the most common form of direct marketing practiced by businesses. Despite some negative connotations, telemarketing has become extremely valuable to companies with its ability to generate leads, increase revenue, and successfully conduct market research. O

No Comments / Read More

December 12, 2011 / BPO Trends

Call-Centre Technology Gears

Call-Centre Technology Gears

Call centre technology tools can be a challenge to sort out. The options are numerous, attention-grabbing and often a nuisance. Still, there are a few handpicked call-centre technologies that are so powerful, so intrinsically useful, that it would be unwise not to take advantage of them. Here they a

No Comments / Read More

November 25, 2011 / BPO Trends

How to Make Successful Telephone Sales & Appointments

How to Make Successful Telephone Sales & Appointments

The First Few Seconds are Crucial Just like you would when writing a sales letter or press release, you should fill the first few seconds with as many key words and phrases as possible to gain an immediate interest from the customer.  You may only get chance to get out two or three sentences bef

No Comments / Read More

November 25, 2011 / BPO Trends

How to Increase TeleSales

How to Increase TeleSales

The vast majority of training solutions focus on skills and tactics such as complaint handling, empathy, tone, etc. There really is no substitute for speaking to someone one-on-one since it’s the ultimate personalization tool. However, leading call centers operate differently from the rest. These

No Comments / Read More

November 21, 2011 / BPO Trends

Top 10 Tips for Getting Past the Gatekeeper

Top 10 Tips for Getting Past the Gatekeeper

The Gatekeeper' is the individual whose job it is to prevent people getting access to the Decision-Maker.  Typically, this is a personal assistant or a secretary, but in some companies, it is even the receptionist or switchboard operator. These are Top 10 Tips for Getting Past the Gatekeeper: &n

No Comments / Read More

November 21, 2011 / BPO Trends

Telesales tips to get more business and avoid rejection

Telesales tips to get more business and avoid rejection

Telemarketing, telesales, cold calling... whatever it is called, the professional use of the phone in sales is a very difficult process, not a foolish technique or gimmick. Every part of the professional telesales- telemarketing call is discussed with proven tips that can help you.   PRE-

No Comments / Read More

November 14, 2011 / BPO Trends

The Best Way to Approach Angry Customers

The Best Way to Approach Angry Customers

Upset or angry customers are a frequent phenomenon in call centers. A customer may have just gotten their credit card statement or electricity bill and perceived an error. This could be something as simple as an incorrect balance or questionable charge. Immediately the customer wants to take their f

No Comments / Read More

« Older Entries   Newer Entries »