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JANUARY 2011 ISSUE JANUARY 2011 BUSINESS NEWSLETTER JUNE 2012 ISSUE JUNE 2012 BUSINESS NEWSLETTER

With so many options for consumers to contact companies, you’d think the phone was going the way of the dinosaur. Think again. Today, significantly more consumers prefer customer support by phone to other meth-ods of contact—suggesting the call center won’t be going away any time soon.

Serve Local, Regional, or National MarketServe International Market

TODAY’S CALL CENTERS AT A GLANCE

71%29%

79%49% 21% 30%

21%

Serve mass-market customersServe Business Cutomers

Provide Customer Service OnlyProvide Sales OnlyProvide Sales and Service

Female AgentsMale Agents

71%

14%

Received inbound calls from customersMake outboud solicitations

75% 25%



CUSTOMERS PREFER PHONE SUPPORT WHICH METHOD DO YOU PREFER TO USE TO INTERACT WITH CUSTOMER SERVICE CENTERS?

CONTACT CENTER INTERACTION BY TYPE

72%

12% 10%2% 2% 1% 1%

In a Forrester survey, an overwhelming

majority of consumers prefer to contact

customer service by phone compared to

other options.

79%

For Multi-Channel Contact Centers, Phone support is still by far the most popular offering.

Phone(Agent)

Phone(Self-

Service)

Email Letter Text Chat Fax Others

33%EmailPhone Conversation

19%Web Self-Service

19%Automate Phone

System and Conversation

12%Web Chat

10%Automated Phone

System

8%Online Phone Call

4%Letter Sent Via Regular Mail

3%Text

2%Social Media or

online forum

2%Fax

2%Video

“Just like email, phones have their advantages as well.

Customers like knowing they can

talk to someone and get immediate

answers. They like knowing that they

get their issue resolved in a

relatively timely manner (even if a

call takes a half hour, chances are

most email support replies do not

come in that amount of time) and

that they can avoid the back and

forth that all too frequently results

from email support. A lot of times, a

10 or 15 minute phone call can

resolve an issue that would take

multiple days of going back and forth

via email to resolve.”



INBOUND VOICE SUPPORT

To achieve a productive business, customer’s satisfaction is a big factor. A company must provide a superior service not only for profit purposes,but to provide the customer’s expectations, needs, and fulfillment as well.

BENEFITS OF A GREAT INBOUND VOICE SUPPORT SERVICE:

Features of Inbound Voice:

Having knowledge on customer’s needs is very significant. They earnestly need

services which are efficient and accurate. Without a doubt, in the world of business

industry, inbound voice services provide an encompassing and reliable service which

every customer anticipates.

Inbound voice services aimed to reach clients well, they are responsible or

accountable to whatever the client is asking for. Indeed, computer systems must be

upgraded at all times since fellow clients need quick responses and so the company

must build a rapport to boost their online reputation.

Inbound voice services features workforce and selected caller routing. It is possible to make decisions and schedules whether to choose the most

important customers to least important ones. It is time dependent as well where routing calls are accurate and active during the day and night

time. It consequently enables the most efficient resources for complex-skill based. During a call routing, the profile of a client is attached, this is

much easier for monitoring who is the caller and what kind of services they need. This saves time and provides an optimal service as well.

Inbound voice support provides a wide services, it guarantees an everlasting and relevant solutions to your problem!

First, when a customer calls and asks for assistance, it automatically generates a unified virtual contact. A great inbound voice service encourages customers to call and stay in touch. With this, it sustains a suitable and inexpensive conversation or communication among clients.

Second, it improves call resolution rates as well as the productivity of the system itself. Having an accurate call routing technology can ensure appropriate call destination using voice prompts, and providing them the 24/7 online services.

Third, it also provides the ability to prioritize service options to customers. The system can control call routing and can easily respond to sudden changes of business conditions without service interventions or interruptions.

Fourth, inbound voice improves call performance and completion rates, getting advanced to call routing can also help company gain a veritable network management. This matter does not only increase business profits but also it increases the satisfaction and loyalty of every client.

Last, it allows the system to choose their preferred service provider and can retain the inbound number that has been used from previous clients or customers.



OUTBOUND VOICE SUPPORT

Mobile service providers need a customer contact center that will improve the interaction between the business and customers.

Outbound contact centers are designed for a more positive customer

It may be assumed that most calls are “inbound”, wherein customers hit the business

hotline to report a concern or a problem. It is the responsibility of a business to follow up

issues with customers. The business is obliged to call customers for necessary updates.

1. Outbound Voice Support deals with agents who reach out to customers.

Agents notify customers regarding billings, subscription verifications and other trans-

actions that need a follow-up call by the business.

2. Outbound Voice Support decreases the number of inbound calls. It

complements with the Inbound Voice Support contact center. Instead of asking a

customer call the business for updates, agents do the initiative of informing the

customer with necessary bulletins. Thus, a business should have both an

outbound and an inbound contact center.

3. The three criteria to employ in choosing the apt provider of outbound

voice support include tools, simplicity and compatibility. Tools consist of software

apps and technological resources that back the contact center. Simplicity deals

with how easy all parts of the service system are to manipulate. Finally, the

concern with compatibility is if the whole package offering is what the mobile

company needs. Good thing that most outsourcing companies for this need offer

customizable service packages!

4. One major player in the field of customer support is the skills of the

agents. Agents or operators who deal with customers act as the frontlines of the

business. In short, the agents represent the business whether they are in an

in-house department or from an outsourcing company. Moreover, agents should

embody the principles that the business believes in.

5. One reason why a contact center is preferred by businesses over the

others is because the center provides a complete set of customer support

services that is needed, like bill processing and email support.

The combination of advanced technology resources and skillful contact center agents leads to an upgraded outbound customer support. A good outbound customer support

promotes proper crisis management,

customer retention and product

awareness.



KEEPING CALL CENTERS AFLOAT

3.5 MILLION

51%

14%

7%

6%

5%

5%

5%

3%2%

45.4 BILLIONABOUT CALL CENTERS FIELD ABOUT

Traditional Call Centers have to keep plenty of Staff on-hand to handle the many incoming calls for customer service issues and queries.

Costs of Operating a Call Center

Agent Salaries

Other Salaries (Management, IT, etc)

Telecom Charges

Rent

Training

IT Maintenance

Utilities and Taxes

Recruitment

Other

Agents are currently employed

inbound calls per year on average $5.90Mean average call per inbound call

in U.S. Call Centers

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