Below are my top 10 questions I like to supply businesses with to ask them self before we get to far in the outsourcing process. Take a look and let me know.
Mike’s Top 10 “SELF” Outsourcing Questions
1. What is my primary goal in working with a commercial call center?
2. What is my preliminary time line for rolling out the services I am immediately interested in?
3. How am I currently performing the task I am now looking to outsource?
4. What is the real DOLLAR amount each call is worth to me and my team?
5. What is my preliminary monthly, quarterly, and annual budget for these services?
6. How much percent am I willing to exceed my budget and be comfortable?
7. What services do I want but do not necessarily need at launch?
8. How soon after l launch do I want to add the additional services?
9. What type of reporting will I require to monitor the call centers performance and monitor my success?
10. How interactive do I want my experience to be with my call center provider?
Thursday, January 22, 2009
Friday, December 19, 2008
Chicago Businesses Can Take Advantage of Call Centers
The poor economy has Chicago businesses seeking cost cutting measures in order to survive. Using a Chicago call center allows for the continued operation of business while being cost effective. Utilizing personnel efficiently greatly increases corporate savings and frees employees to do what they were hired to do. Call centers are effective cost cutting measures during a down economy.
Succeeding in Chicago’s Poor Economy
The recession continues in the United States, and confidence is low making the future uncertain. Chicago is no exception to the economic downturn, and it is reflected in the downsizing of businesses at all levels. The occupancy rate of commercial real estate in Chicago is already low, and it is expected to keep declining, and foreclosures are looming in neighborhoods that were promising just a few short years ago. Chicago has seen the collapse of the major financial institution Washington Mutual, and is anticipating layoffs from Chicago-based United Airlines. Chicago is the headquarters for many companies, large and small, and CEOs have warned that layoffs will continue into 2009.
Some companies cannot afford to support an in-house staff anymore, and have already made layoffs. All businesses are seeking cost cutting measures to survive. Companies need continued coverage for incoming and outgoing calls despite any financial problems, and this is where outsourcing to a Chicago call center can really make a difference to the bottom line.
Chicago Call Centers Save Money
Chicago call centers increase efficiency in a company by offering low cost and high quality communication solutions. Using a call center maximizes the bottom line, and does not compromise the image a company wants to portray. A call center staff is trained to knowledgeably promote products, and professionally represent companies.
Using a call center increases customer satisfaction by giving a constant presence to a company and allowing more interaction with customers. Customers’ needs are met consistently and promptly, which results in customer retention and approval.Using a call center costs a fraction of what it would be to staff in-house. Studies show that when comparing variables such as call length, number of calls per hour, staffing costs, and administrative costs, outsourcing call center needs saves around 70 to 90 percent! Call centers can be used to replace internal staff, or they can be used to fill in during peak periods or after hours. The cost difference is significant also taking into account the need to hire, train, and supervise permanent employees.
An average mid-cap company receives on average 40–50 calls per hour in their peak months, 20–30 calls per hour in their average months, and anywhere from 5–15 in their slow months. The national average of work production by a standard employee is roughly 45 minutes of each work hour (please note — 45 minutes is the high end of the scale). If you figure anywhere from $7 to $30 per hour for infrastructure costs & $25 to $75 per hour for administrative costs, you start to see what real costs savings outsourcing these calls can achieve.
What all this means to your bottom line is very simple. Once you have moved your current solution to a full outsourced solution we have found savings from 75% to 79% at peak months, 80%–89% at average months, and well over 90% savings in your low volume months. Then if you add in the “X” factor of if your higher “Worth and/or Skilled” employees are currently performing this function your savings can end up on low months over 105% and increase productivity.
What this means to your business in dollars and cents is as follows:
Many call centers offer inbound and outbound solutions as well as web chat, conference and Internet Bridge, email, faxing, and credit card processing.
Review: “Chicago Businesses Can Take Advantage of Call Centers” notes that companies’ use of Chicago call centers helps save money. Answer Center America, Inc. offers superior customer support and state of the art equipment to meet client needs. A cost comparison study is available to estimate the savings associated with outsourcing call center needs. http://www.goacanow.com
Succeeding in Chicago’s Poor Economy
The recession continues in the United States, and confidence is low making the future uncertain. Chicago is no exception to the economic downturn, and it is reflected in the downsizing of businesses at all levels. The occupancy rate of commercial real estate in Chicago is already low, and it is expected to keep declining, and foreclosures are looming in neighborhoods that were promising just a few short years ago. Chicago has seen the collapse of the major financial institution Washington Mutual, and is anticipating layoffs from Chicago-based United Airlines. Chicago is the headquarters for many companies, large and small, and CEOs have warned that layoffs will continue into 2009.
Some companies cannot afford to support an in-house staff anymore, and have already made layoffs. All businesses are seeking cost cutting measures to survive. Companies need continued coverage for incoming and outgoing calls despite any financial problems, and this is where outsourcing to a Chicago call center can really make a difference to the bottom line.
Chicago Call Centers Save Money
Chicago call centers increase efficiency in a company by offering low cost and high quality communication solutions. Using a call center maximizes the bottom line, and does not compromise the image a company wants to portray. A call center staff is trained to knowledgeably promote products, and professionally represent companies.
Using a call center increases customer satisfaction by giving a constant presence to a company and allowing more interaction with customers. Customers’ needs are met consistently and promptly, which results in customer retention and approval.Using a call center costs a fraction of what it would be to staff in-house. Studies show that when comparing variables such as call length, number of calls per hour, staffing costs, and administrative costs, outsourcing call center needs saves around 70 to 90 percent! Call centers can be used to replace internal staff, or they can be used to fill in during peak periods or after hours. The cost difference is significant also taking into account the need to hire, train, and supervise permanent employees.
Exactly How a Outsourcing Through a
Call Center Saves Money
Call Center Saves Money
An average mid-cap company receives on average 40–50 calls per hour in their peak months, 20–30 calls per hour in their average months, and anywhere from 5–15 in their slow months. The national average of work production by a standard employee is roughly 45 minutes of each work hour (please note — 45 minutes is the high end of the scale). If you figure anywhere from $7 to $30 per hour for infrastructure costs & $25 to $75 per hour for administrative costs, you start to see what real costs savings outsourcing these calls can achieve.
What all this means to your bottom line is very simple. Once you have moved your current solution to a full outsourced solution we have found savings from 75% to 79% at peak months, 80%–89% at average months, and well over 90% savings in your low volume months. Then if you add in the “X” factor of if your higher “Worth and/or Skilled” employees are currently performing this function your savings can end up on low months over 105% and increase productivity.
What this means to your business in dollars and cents is as follows:
- Enterprise Businesses 2 Million +
- Mid-Cap Businesses 1 Million – 2 Million
- Small Businesses 250k – 1 Million
- Start Businesses 25k – 250k
Many call centers offer inbound and outbound solutions as well as web chat, conference and Internet Bridge, email, faxing, and credit card processing.
Review: “Chicago Businesses Can Take Advantage of Call Centers” notes that companies’ use of Chicago call centers helps save money. Answer Center America, Inc. offers superior customer support and state of the art equipment to meet client needs. A cost comparison study is available to estimate the savings associated with outsourcing call center needs. http://www.goacanow.com
Monday, December 8, 2008
Preparing Call Center Reps for Selling Success
If you depend on a call center to handle sales and support, then you depend on the selling success of its reps. When reps are successful and motivated the call center will make a direct impact on your business. They will provide not only quality customer service, but if they are given a good sales strategy and proper sales and product training, your call center rep can increase revenue by more than 30%. Treat your reps well and provide the tools and knowledge, and they will be successful. This article gives some incite into how call center reps can prepare for selling success.
Areas of Focus in Training of a Call Center Rep:
•Improve listening skills.
•Techniques for building trust with customers and clients.
•Developing capability in problem solving and decision making exercises -all in the context of a busy call center.
•Methods to control stress, multitask, handle difficult customers, and manage complex technologies and changing products.
Establishing a strong foundation of interpersonal and communication skills, emphasizing verbal and vocal quality is essential for good telephone techniques for a call center rep. The call center is a professional business environment that is responsive to your needs and the needs of your customers. You want your customers to hear the confidence and self-assurance from each call center rep.
Call Center Reps Need Specialized Sales Training and Incentives to Succeed:
•Specialized training about your product or service enables the call center rep to be responsive and knowledgeable about your business.
•The call center customizes your program to fit your exact needs and your customer’s needs. Reps are told to sell only to selected customers—those with good credit, who had not received an offer for more than six weeks, who could benefit from another product, and who did not have a very difficult problem. In many cases, web customers are redirected to call center rep who can up-sell them.
•The call center emphasizes professionalism and pride. Call centers that ensure first-call resolution (FCR) rates around 80 % have much better success at cross and up-selling.
•Call centers can offer salary and bonus incentives to reps for sales.
Many call center reps are asked to cross-sell or up-sell customers on service, and you can even have your call center reps add an upgrade suggestion at the end of every call, to introduce a solutions-based selling approach. In fact, recent studies also show that some call centers can increase revenue by 25% from cross- or up-selling. However, care must be taken, because if reps do not properly up-sell, they can reduce customer loyalty by 20 percent.
Nothing is more important than the contact that a call center rep has with your customers. It is essential to the call center and you that they are given the right training, attention and tools to make them successful. If they are successful, then your business is successful. Have confidence that the call center is an extension of your business and that every call is handled by a highly trained call center rep. We can all be winners.
Bio: Linda Dunkelberger is a freelance writer and editor working on a project for http://www.goacanow.com or Answer Center America, Inc. “Preparing Call Center Reps for Selling Success” is about training fundamentals provided to call center reps. Goacanow.com is a call center outsourcing service.
Areas of Focus in Training of a Call Center Rep:
•Improve listening skills.
•Techniques for building trust with customers and clients.
•Developing capability in problem solving and decision making exercises -all in the context of a busy call center.
•Methods to control stress, multitask, handle difficult customers, and manage complex technologies and changing products.
Establishing a strong foundation of interpersonal and communication skills, emphasizing verbal and vocal quality is essential for good telephone techniques for a call center rep. The call center is a professional business environment that is responsive to your needs and the needs of your customers. You want your customers to hear the confidence and self-assurance from each call center rep.
Call Center Reps Need Specialized Sales Training and Incentives to Succeed:
•Specialized training about your product or service enables the call center rep to be responsive and knowledgeable about your business.
•The call center customizes your program to fit your exact needs and your customer’s needs. Reps are told to sell only to selected customers—those with good credit, who had not received an offer for more than six weeks, who could benefit from another product, and who did not have a very difficult problem. In many cases, web customers are redirected to call center rep who can up-sell them.
•The call center emphasizes professionalism and pride. Call centers that ensure first-call resolution (FCR) rates around 80 % have much better success at cross and up-selling.
•Call centers can offer salary and bonus incentives to reps for sales.
Many call center reps are asked to cross-sell or up-sell customers on service, and you can even have your call center reps add an upgrade suggestion at the end of every call, to introduce a solutions-based selling approach. In fact, recent studies also show that some call centers can increase revenue by 25% from cross- or up-selling. However, care must be taken, because if reps do not properly up-sell, they can reduce customer loyalty by 20 percent.
Nothing is more important than the contact that a call center rep has with your customers. It is essential to the call center and you that they are given the right training, attention and tools to make them successful. If they are successful, then your business is successful. Have confidence that the call center is an extension of your business and that every call is handled by a highly trained call center rep. We can all be winners.
Bio: Linda Dunkelberger is a freelance writer and editor working on a project for http://www.goacanow.com or Answer Center America, Inc. “Preparing Call Center Reps for Selling Success” is about training fundamentals provided to call center reps. Goacanow.com is a call center outsourcing service.
Wednesday, October 29, 2008
Top 10 Inbound Call Center Sales Questions
When going to hunt for your call center you will quickly realize that you are getting a lot of questions asked of you that you were not ready to answer. This entry will cover the First of the Top 10 questions you will be asked, and how to properly answer them or at least find the answer for your self. This way, you the buyer, can be properly prepared to have a conversation with that eager sales representative.
1. How many calls on average do you believe your account will receive?
- Okay now let me first explain to you what this questions means to a call center. The answer to this question sets the stage to everything from pricing to personnel assignment. In our industry this is really the mother of all questions that has to get some type of answer. Hence why many call centers may ask you this before any of the following questions just to get it out of the way.
**IMPORTANT NOTE**
Some call centers will not accept an account if their call volume is too low. It is very important to know what type of center you are speaking to. I will go into more detail about this in a future entry.
**IMPORTANT NOTE**
If you have absolutely no clue about your call volume let me give you a few tricks I use to help my client's figure this one out. What I ask is for them to estimate on average how many calls they believe they get on a daily basis. Once I have this number I then simply multiply that number by 30 and then round to the closest hundred. Now this is not perfect math, but really what is when you have no ACD report to go by. (Oh Sorry Very Techy, Again Tech Terms To Follow Later).
Now if this is for a new business or product launch this style of estimation goes out the window. For anything without any kind of stats I leave you with 3 words, "USE YOUR GUT!" Yes, I really said it. Really your gut will tell you everything you need to know. Any kind of new product or business launch is a huge "X" factor when it comes to call traffic. Now I can already hear all of you market research people out there ready to bash me, and I please welcome you to enlighten me, but on my end my gut has been 99% right for my client's.
Then for all of you over achievers out there who know all of your statically data and have it all charted out and ready to be sent. Email me with it I would be more than happy to give you a quote. LOL!!! Okay seriously you are a sales person's dream client as you have taken all the guess work out of the hardest question to figure out. Good for you!!!!
In closing finding your estimated utilization of a call center is vital, but as you can see very tricky. But, it is something you need to pay very close attention to as it will set the stage for pricing, which is #2 on our list.
1. How many calls on average do you believe your account will receive?
- Okay now let me first explain to you what this questions means to a call center. The answer to this question sets the stage to everything from pricing to personnel assignment. In our industry this is really the mother of all questions that has to get some type of answer. Hence why many call centers may ask you this before any of the following questions just to get it out of the way.
**IMPORTANT NOTE**
Some call centers will not accept an account if their call volume is too low. It is very important to know what type of center you are speaking to. I will go into more detail about this in a future entry.
**IMPORTANT NOTE**
If you have absolutely no clue about your call volume let me give you a few tricks I use to help my client's figure this one out. What I ask is for them to estimate on average how many calls they believe they get on a daily basis. Once I have this number I then simply multiply that number by 30 and then round to the closest hundred. Now this is not perfect math, but really what is when you have no ACD report to go by. (Oh Sorry Very Techy, Again Tech Terms To Follow Later).
Now if this is for a new business or product launch this style of estimation goes out the window. For anything without any kind of stats I leave you with 3 words, "USE YOUR GUT!" Yes, I really said it. Really your gut will tell you everything you need to know. Any kind of new product or business launch is a huge "X" factor when it comes to call traffic. Now I can already hear all of you market research people out there ready to bash me, and I please welcome you to enlighten me, but on my end my gut has been 99% right for my client's.
Then for all of you over achievers out there who know all of your statically data and have it all charted out and ready to be sent. Email me with it I would be more than happy to give you a quote. LOL!!! Okay seriously you are a sales person's dream client as you have taken all the guess work out of the hardest question to figure out. Good for you!!!!
In closing finding your estimated utilization of a call center is vital, but as you can see very tricky. But, it is something you need to pay very close attention to as it will set the stage for pricing, which is #2 on our list.
Finding The Seamless Call Center Solution
Welcome Everyone To My New Blog
I created this Blog as the result of hundreds of business owners that I consult with sharing their horror stories when outsourcing their call center service needs. This Blog is going to be dedicated to helping business owners and employees avoid creating like horror stories for themselves, and finding a quality call center solution for their business the first time out.
I urge everyone who reads this blog to please share with us your stories, ideas, or even research about the call center industry. Then all of us can then have a place to visit to get real answers to real questions about call centers. I hope you enjoy this new Blog and make it a real success through all of your posts and comments. I will be adding on a fairly regular basis ideas, tips & tricks, and other helpful pieces of knowledge to kick start the whole process. Please challenge my ideas, criticize them, anything so we can come to the end result of helping people find the best solution for their company's needs.
Thank you,
Michael C. McMillan
Director Sales & Marketing
Answer Center America, Inc.
http://www.goacanow.com
I created this Blog as the result of hundreds of business owners that I consult with sharing their horror stories when outsourcing their call center service needs. This Blog is going to be dedicated to helping business owners and employees avoid creating like horror stories for themselves, and finding a quality call center solution for their business the first time out.
I urge everyone who reads this blog to please share with us your stories, ideas, or even research about the call center industry. Then all of us can then have a place to visit to get real answers to real questions about call centers. I hope you enjoy this new Blog and make it a real success through all of your posts and comments. I will be adding on a fairly regular basis ideas, tips & tricks, and other helpful pieces of knowledge to kick start the whole process. Please challenge my ideas, criticize them, anything so we can come to the end result of helping people find the best solution for their company's needs.
The ability to share stories, knowledge, and information with others is the single most powerful way to create an everlasting impression.- Michael C. McMillan, 2008
Thank you,
Michael C. McMillan
Director Sales & Marketing
Answer Center America, Inc.
http://www.goacanow.com
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