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Is project the only important task of call center???
Hello Folks,
Hope you all are doing well! Yes I am back again with new topic which is normally not discussed on our social network nor anywhere else.
Recently i was surfing on social network and i found many people asking for new project or asking for how to start and run a call center etc.
After observing few of the discussion, I realized that there are lots of people who ask for Call Center Project (Specially Inbound Project and Non-Voice Project). I have question why do people only look forward to Inbound Project and Non-voice Project. Normally its very difficult to get inbound project and again its even 10 times more difficult to get genuine Non-voice project. So does it mean that if you would not get Inbound Project or Good Non-voice project, you would close your call center or you would not open call center?.
To get Inbound Project and Non-voice project should not be the only objective of your call center. I mean to say there are many Good Outbound Projects are available but most important thing which you need to maintain after getting an outbound process is your call centers quality. Here i have seen many people who starts call center with 10 seats, 20 seats, 50 seats and simply spend whole day in finding Inbound Process or Non-voice Process. Let me add something here, Let say if you will come across to any client who are planning to outsource their Inbound Customer Support to any vendor, Still you will not qualify in his parameters or I am sure client would not outsource to you. Because Call center technology, No.of seats these all things are important in customer service industry but above to these things client wants quality from your agent. Quality doesn't come through money but it comes through experience, knowledge etc. Normally Inbound process are not listed in open market on daily basis but if you are looking to get inbound process than you have to first prove your quality and experience on some outbound process and there are many outbound process available now-a-days which requires performance, quality, dedication and integrity.
If still you are not sure which outbound process you should do or which outbound process will be with you all the time, my answer would be Lead Generation process. Lead Generation Process is something which is always open for all call center. I mean to say from last 6 years i have noticed that lead generation is the only process which will be with you all the time. For Eg: There was one small call center who use to do Lead Generation for Mortgage Company after economy downturn they shifted to Debt Settlement, Loan Modification etc. Now currently they are also doing B2B process. To have the experience of B2B process plays vital role in your experience. May be after working successfully on such process and after having good experience and quality, You will get good clients for inbound. It may also happen that the companies for whom you are working right now get impress by your performance and quality of agents and outsource their inbound customer service to your call center. Every business likes to reduce their cost but the reason why they don't outsource their Inbound customer support because they actually don't trust whether the call center would be able maintain the quality, which they use to maintain. I mean to say customer support comes after the sales and plays vital role in reputation of the company outsourcing it to you. As it comes after the sales, the customer whose calls you are going to receive in Your inbound call center are the people who have relations with your client since last many year. To get new customer for a company is may be a difficult task but to retain the same customer with your company for long time is really a difficult task. Such trust of quality doesn't get developed in few days or months. It takes years to develop.
So if you are waiting for Inbound Process or Non-voice Process than remembered if you will come across to such client who wants outsource Inbound customer support, Still he won't outsource you. So to get project is not only the important task of call center. To provide quality and to retain on such process is more important and you will automatically start getting another clients.
I am looking forward to your suggestions.
Thanks
Hope you all are doing well! Yes I am back again with new topic which is normally not discussed on our social network nor anywhere else.
Recently i was surfing on social network and i found many people asking for new project or asking for how to start and run a call center etc.
After observing few of the discussion, I realized that there are lots of people who ask for Call Center Project (Specially Inbound Project and Non-Voice Project). I have question why do people only look forward to Inbound Project and Non-voice Project. Normally its very difficult to get inbound project and again its even 10 times more difficult to get genuine Non-voice project. So does it mean that if you would not get Inbound Project or Good Non-voice project, you would close your call center or you would not open call center?.
To get Inbound Project and Non-voice project should not be the only objective of your call center. I mean to say there are many Good Outbound Projects are available but most important thing which you need to maintain after getting an outbound process is your call centers quality. Here i have seen many people who starts call center with 10 seats, 20 seats, 50 seats and simply spend whole day in finding Inbound Process or Non-voice Process. Let me add something here, Let say if you will come across to any client who are planning to outsource their Inbound Customer Support to any vendor, Still you will not qualify in his parameters or I am sure client would not outsource to you. Because Call center technology, No.of seats these all things are important in customer service industry but above to these things client wants quality from your agent. Quality doesn't come through money but it comes through experience, knowledge etc. Normally Inbound process are not listed in open market on daily basis but if you are looking to get inbound process than you have to first prove your quality and experience on some outbound process and there are many outbound process available now-a-days which requires performance, quality, dedication and integrity.
If still you are not sure which outbound process you should do or which outbound process will be with you all the time, my answer would be Lead Generation process. Lead Generation Process is something which is always open for all call center. I mean to say from last 6 years i have noticed that lead generation is the only process which will be with you all the time. For Eg: There was one small call center who use to do Lead Generation for Mortgage Company after economy downturn they shifted to Debt Settlement, Loan Modification etc. Now currently they are also doing B2B process. To have the experience of B2B process plays vital role in your experience. May be after working successfully on such process and after having good experience and quality, You will get good clients for inbound. It may also happen that the companies for whom you are working right now get impress by your performance and quality of agents and outsource their inbound customer service to your call center. Every business likes to reduce their cost but the reason why they don't outsource their Inbound customer support because they actually don't trust whether the call center would be able maintain the quality, which they use to maintain. I mean to say customer support comes after the sales and plays vital role in reputation of the company outsourcing it to you. As it comes after the sales, the customer whose calls you are going to receive in Your inbound call center are the people who have relations with your client since last many year. To get new customer for a company is may be a difficult task but to retain the same customer with your company for long time is really a difficult task. Such trust of quality doesn't get developed in few days or months. It takes years to develop.
So if you are waiting for Inbound Process or Non-voice Process than remembered if you will come across to such client who wants outsource Inbound customer support, Still he won't outsource you. So to get project is not only the important task of call center. To provide quality and to retain on such process is more important and you will automatically start getting another clients.
I am looking forward to your suggestions.
Thanks
Tags: Inbound Call Center, Kall Konnect, Non-voice project, Outbound Call Center
Views: 123
Replies to This Discussion
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Permalink Reply by M5 Info Solutions on -
Hi Dave, Interesting one..I'm also running Non Voice Process here and when I read about all these frauds and stuffs,I'm totally down,honestly. The company I have taken the Process from seems to be good one based on my verifications of their reference center. I could see their pay check and so on..Still,there are so many things in my mind,which you might have known already without explaining how the Non Voice, Inbound processes actually work. I have no problem of starting up the Voice Process when it comes to experience,as I have several years of Outbound and Inbound Calls experiences. But my only problem is regarding the technologies which I require to be named: PD Systems,servers etc...at least. I have lesser knowledge on what I need most for Voice Process Set up. People say these and thats which I don't really understand. At the same time I can't spend huge money for that,specially for secondary items of calling facilities. What I know for sure is that I need PD system and server. And I don't know who provides for real,and how is it going to be installed. Some people said it can be installed from remote through internet and so on....Also please advice me the best procedures in setting up Voice Process without spending much,seriously. I'm personally very much and more interested in Voice Process rather than Non Voice process.. Please assist.
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Permalink Reply by mohammed noorulla on -
i have 3 yrs exp in Internatonal callcenter, now looking to work from home if u have any voice/non voice project were i can work from home. I have experience in SEO,Data Minning, PDF to excel, Link building please inform me if u have work.
Regards
mohammed noorulla
8050687644
md786@in.com
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Permalink Reply by Dave Bernardone on -
You may contact me here on social network through email.
Thanks
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Permalink Reply by palaksha on -
Hi Dave ,
thanks for your valuable points and we ll really interested to know more about lead generation ,outbound and survey process so please update with some more details on your blog
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Permalink Reply by Carter Abraham Rodrigues on -
Hi Dave,
Thank you very much for giving me such valuable points for my question asked to you.
What you have updated in this feed is very true.I myself was an agent started working
for outbound process, where i got to know & learn the product very well and i was observed by my quality analyst for my knowledge & valuing customers on calls, where i was transferred to inbound process from outbound. 1st few months was a tough time, because everyday i used to get some new complaints from customers and i realized that what product knowledge, i had was not sufficient enough.Walked to my trainer and kept on updating every new complaints & how to tackle their situation, did not give up.....and the day came that every complaints where customer had, were resolved on every call with solution. So we need to keep on updating our knowledge. Inbound is such process that the more you update yourself its still less....all we need to go on & on & on with the updates.Thats what leads to a good Quality & also Perform Excellence in our business.
Thanks Dave once again for your enormous guidance.
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Permalink Reply by bhaskar on
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hi dave...
its very nice.....verygood... please keep posting
Thanks & Regards
Bhaskar
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Permalink Reply by DR.ATUL CHANDRAHAS KAPDI on -
Hi,
First let me congratulate for opening new but essential topic on this network.
Many small centers should concentrate on outbound process.
Can we guide new people for technical backup for inbound & outbound process ?
Best wishes,
Atul
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Permalink Reply by mohammed noorulla on
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i have 3 yrs exp in Internatonal callcenter, now looking to work from home if u have any voice/non voice project were i can work from home. I have experience in SEO,Data Minning, PDF to excel, Link building please inform me if u have work.
Regards
mohammed noorulla
8050687644
md786@in.com
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Permalink Reply by Steve Richards on -
Hi,
The general perception is that non-voice processes require less technology and inbound processes come with a per seat per hour payment. Both of these processes being seen as easy money, far preferable in most peoples eyes to outbound processes and the evil of performance guarantees.
Of the last four outbound processes I placed on this website, with an average of GBP 80 per sale, three people responded, none of whom were prepared to provide their center details.
Outbound processes continue to be run successfully by many centers and we all know where to go to find them.
The sad part about it is, in the rush to find easy money, the next story about someone being ripped off by a bogus agent is probably not that far away.
Steve Richards
www.steverichardstraining.com
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Permalink Reply by mohammed noorulla on
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i have 3 yrs exp in Internatonal callcenter, now looking to work from home if u have any voice/non voice project were i can work from home. I have experience in SEO,Data Minning, PDF to excel, Link building please inform me if u have work.
Regards
mohammed noorulla
8050687644
md786@in.com
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Permalink Reply by Mugdha Mulgaonkar on
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Hello Dave,
That was excellent. I have been approached by numerous freelancer with Inbounds with upfront and I have refused. They have termed me as a woman who can never do business but I think otherwise.
I have been doing outbound sales based processes and at the end of the day I know where I stand. With quality and with my finances. I can then experiment with new processes.
With regards to Inbound, why would an Company with a million dollar turnover handover their business in the hands of a freelancer or any center who will pay an upfront fee which is only 0.5% of their annual turnover?
As a Business owner, I wouldn't trust anybody with my business. The goodwill of my client is more important to me.
There are many outsourcing forums and they list the process and the payouts but the quality parameters are seldom disclosed in the first instance.
I'm happy with the outbound processes that I have been doing and maintaining the zero % bad sale ratio and I will continue to work on outbound campaigns.
Thank you for your inputs.
Mugdha Mulgaonkar
M.D
http://www.optivvism.com
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Permalink Reply by mohammed noorulla on
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i have 3 yrs exp in Internatonal callcenter, now looking to work from home if u have any voice/non voice project were i can work from home. I have experience in SEO,Data Minning, PDF to excel, Link building please inform me if u have work.
Regards
mohammed noorulla
8050687644
md786@in.com
