http://callcentermanagementforum.com/ Call Center Management Forum: Recent Topics en Thu, 11 Mar 2010 14:59:33 +0000 http://callcentermanagementforum.com/topic/call-center-tool-group-call-monitoring#post-136 Sat, 06 Mar 2010 02:47:14 +0000 star 136@http://callcentermanagementforum.com/ <p>In your opinion is the group call monitoring practice still useful.<br /> This is question is regarding our national inbound/outbound b2b and internal customer service call center.<br /> our Buyers speak with vendors and internal customers ( institutions we own ).<br /> Every call is recorded but the VP ( sales background ) now wants us to divide our teams up and have quality monitoring meetings. There will be 4 CSRs and 5 managers in each meeting.<br /> CSR calls will be pulled and played back for all to hear.<br /> The objective is to &quot;equalize&quot; the customer service approach department wide.<br /> Current tools in play are The Phone Dr training.<br /> There is minimal department process documentation /SOP at this point in time.<br /> 100% of the CSRs do not want this approach and think its a violation of privacy and that the call monitoring is enough.</p> <p>Do you have any opinions on if this is a viable tool?<br /> Do you have any suggestion? </p> <p>Thank you </p> http://callcentermanagementforum.com/topic/iccaonlinecom-created-to-assist-all-small-or-big-size-call-center-to-over-come#post-135 Tue, 02 Mar 2010 10:30:08 +0000 sujal456 135@http://callcentermanagementforum.com/ <p>ICCA Online( International Call Center Assistance Online) has come up with the aim to provide BPO and Call Center industry with everything they need under one Roof. ICCA ONLINE is created user friendly, so every one from any age group can use ICCA Online without any difficulty.</p> <p>ICCA assist every one to add great value to their customer relationship by applying ICCA services which will help them to gain competitive edge in industry.<br /> URL-iccaonline.com </p> http://callcentermanagementforum.com/topic/looking-to-start-a-outbound-call-center-for-lead-generation-any-recommendations#post-133 Fri, 19 Feb 2010 17:12:05 +0000 vincevain 133@http://callcentermanagementforum.com/ <p>I am looking to buy a call center that is fairly priced but can be put on auto dialer all day and obtain leads for my business. I need it to retrieve voicemails and also be able to transfer to my agents directly. I am a newbie and I need help finding a great product. Thanks </p> http://callcentermanagementforum.com/topic/outsourcing-bpo-and-call-center-related-only#post-132 Tue, 09 Feb 2010 09:56:40 +0000 lpbs_errel 132@http://callcentermanagementforum.com/ <p>Genuine Campaigns Available from US, UK and Australia - visit National Support Center Inc., USA at <a href="http://support-center.com/contactus.htm" rel="nofollow">http://support-center.com/contactus.htm</a> </p> http://callcentermanagementforum.com/topic/you-may-need-experts#post-131 Mon, 08 Feb 2010 19:29:21 +0000 kallkonnect 131@http://callcentermanagementforum.com/ <p>Kall Konnect is an outsourcing service provider company providing not only cost effective service or quality services, but is also a well-known company providing strategic solutions to global organizations seeking for more than cost-effective and quality services.</p> <p>Kall Konnect provides diverse services in different segment of Business Process Outsourcing through its Inbound, Outbound &amp; Web-Based Center. The best part of our company which makes us favorable to every client is our dedication, knowledge, planning and our integrity towards the process and work.<br /> Kall Konnect always looks forward to serve global organization of Different Industry. Some of the Industry we serve is:</p> <p>• Financial Services<br /> • Health care<br /> • Legal<br /> • Telecom</p> <p>Kall Konnect believes that “to have the knowledge” and “to have the expertise” is two different things. Our services is just not a base of our knowledge, it’s our expertise. We don’t believe in saying we provide lots of services. We still remember our words – “We provide strategic solutions”, after all service of the company defines strength of the company, but we believe expertise of our service, our team and our knowledge of exploring different things is our strength. Some of our expertises are:</p> <p>• Appointment Settings (B2B and B2C)<br /> • Lead Generation<br /> • Customer Support<br /> • Telemarketing<br /> • Customer Service<br /> • Mortgage Processing<br /> • Survey (B2B and B2C)<br /> • Live Chat Support<br /> • Phone Verification<br /> • Back-Office Processing</p> <p>In order to remain competitive and profitable in today's markets, you must provide customers and contacts with the fastest and most efficient level of inbound customer service achievable. Kall Konnect offer the experience, staff and technology you need to accomplish this goal for any inbound call center program. Kall Konnect are providing inbound in following areas:</p> <p>For Further details kindly visit us at <a href="http://www.kallkonnect.weebly.com" rel="nofollow">http://www.kallkonnect.weebly.com</a> </p> http://callcentermanagementforum.com/topic/management-tools-in-contact-centers#post-130 Sun, 07 Feb 2010 16:37:06 +0000 rsharma 130@http://callcentermanagementforum.com/ <p>It is safe to say that Call Centers live and die by the kind of reporting and management tools they have access to. Without these tools, running a Call Center is like flying a plane without the instrument panel. Not only does the Call Center manager need access to real time data but she also needs the ability to produce reports from historical data. We at 3CLogic (http://www.3clogic.com) give Call Center managers two distinct views into how her Call Center is functioning. We have a dashboard that is similar to a car's dashboard that gives a 360 degree view of how the Call Center is functioning in real time. It displays how many agents are logged in, how many agents are on active calls, how many agents are in the process of finalizing or disposing off the call, agents' performance against key performance metrics such as number of sales, number of live connects to name a few. Additionally, the Call Center manager has access to all the historical data from which she can generate any kind of reports that she needs to present to her management. Both the dashboard and the historical data can be viewed and formatted for presentation with a matter of few clicks. Check out <a href="http://www.3clogic.com/screen_shot.html#images/R2.png" rel="nofollow">http://www.3clogic.com/screen_shot.html#images/R2.png</a> to see screen shots of such reporting tools. </p> http://callcentermanagementforum.com/topic/best-hosted-softswitch-services-at-lowest-rate-from-softswitchservicecom#post-129 Wed, 03 Feb 2010 09:31:28 +0000 peterk 129@http://callcentermanagementforum.com/ <p>Softswitch services is best known for 24/7 support ,secure and customize switches, fully powered in retail and wholesale switch.</p> <p>switches available in two modules, window base and linux base. Windows is for retail and wholesale both of 700 calls capacity and linux is purely wholesale switch, capacity of handle upto 1500 calls.</p> <p>For Softphone, mobile VoIP phone, Switches and much more, kindly contact us at <a href="mailto:info@softswitchservice.com">info@softswitchservice.com</a>. </p> http://callcentermanagementforum.com/topic/looking-for-call-centers#post-75 Wed, 12 Aug 2009 11:37:54 +0000 sunilgohin 75@http://callcentermanagementforum.com/ <p>Hi,</p> <p>I am looking for Call center that can sell our products and services, ranging from Hosting/web services, contents and ALL in ONE packages.</p> <p>(MAIN PRODUCT I WANT PROMOTE) Once Lifetime offer.</p> <p>We are looking for centres that can sell the services on results basis. Each sale for ALL in one package bring you $49 and payments are done every 15 days. Should the center be performing we can consider sending inbound chats/ email support and also provide you lead details.</p> <p>The ALL in One Package can be post for domestic Market or International market, Appropriate for small and large business, writers, authors, trainers, shops, publishers, journalists, bloggers, web designers and many many more.<br /> If you feel you can do that and result oriented then. Email me back.</p> <p>Regards</p> <p>Sunil </p> http://callcentermanagementforum.com/topic/great-leadership-blog#post-103 Mon, 21 Sep 2009 16:03:07 +0000 Pete R 103@http://callcentermanagementforum.com/ <p>Hi all!</p> <p>Just found this great leadership <a href="//www.greatleadershipbydan.com/&quot;">Blog</a> by Dan McCarthy, check it out!</p> <p>Kind Regards<br /> Mads </p> http://callcentermanagementforum.com/topic/let-global-sky-be-your-outsourcing-partnerand-cut-down-your-cost-up-to-50#post-123 Thu, 10 Dec 2009 05:57:08 +0000 jane28 123@http://callcentermanagementforum.com/ <p>You might need a call center that would help you grow your business and increase your profit by putting up a customer support, telemarketing, or lead generation.</p> <p>Exclusive toll free (real 800 numbers) and local telephone numbers+ fax numbers! dedicated representatives to answer all of your calls according to your specific business needs. Unlike a typical answering service or call center, the same people will take your calls giving your customers and clients a familiar feel. Your line will be answered with any greeting you choose, and questions will be answered according to your instructions. We'll even be your sales staff, taking and processing your orders. We are your complete next generation telephone answering service and call center!</p> <p>We are American owned and managed. Please email me if you are interested in speaking with us about our services and feel free to visit our website.</p> <p>Jane<br /> 1-800-939-0950 US<br /> 0-800-680-0601 UK<br /> <a href="http://www.global-sky.com" rel="nofollow">http://www.global-sky.com</a><br /> <a href="mailto:sarah_anabe@globalsky.com">sarah_anabe@globalsky.com</a> </p> http://callcentermanagementforum.com/topic/networking-tools-linkedin#post-16 Sun, 29 Mar 2009 15:05:24 +0000 Gajol 16@http://callcentermanagementforum.com/ <p>Hi All,</p> <p>I was just wondering who in here is using linkedIn to keep track of their professional network? I have just started using it along with Twitter and both look very interesting.</p> <p>/Sam </p> http://callcentermanagementforum.com/topic/management-development-some-of-the-first-steps#post-8 Fri, 27 Mar 2009 20:08:25 +0000 Gajol 8@http://callcentermanagementforum.com/ <p>Hello all!<br /> I am usual working with management prospects etc on development, again when we spot them they have already learned a few things, but some of the best advise i have to them are usually some of the below:</p> <p>* Be proactive and show willingness to take on the tasks and projects that comes up!</p> <p>* Even though the job you have now might get boring etc, high performance is always a way to be noticed and one of the things usually looked at is current performance, if you cant even do the job you have today why should anyone hire you for a management position.</p> <p>* ALWAYS keep a positive attitude, you can still questions things in a proactive way, but being negative is one of the most likely reasons not to get picked for a promotion.</p> <p>* If you see a problem, provide solutions instead of just highlighting the issue. </p> <p>* Networking and a good relationship with your current colleagues is essential, interviews and people with influence in the decision usually ask around and if people give a negative picture of you, it's very hard to change that.</p> <p>* Ensure you work on your own performance and project, Make specific targets, measurement and following up on own performance and area's you can improve to show you have a structured way of targeting issues. It's not a problem to have a low performance or to have weaker area's, but it's a problem if you are not able to change or improve these.</p> <p>* Everything like training, presentations etc for you colleagues are always good ways to develop and learn new skills, never miss a chance to do that.</p> <p>* Take additional training courses and show initiative even in your own time for development.</p> <p>* Read, learning from experience is the best way, but learning from others saves you a lot of pain and you will learn from mistakes, making less of them only helps you along the way.</p> <p>* Mentors are one of the best ways of developing, remember, they are there to lead you, you must take the initiative and drive where you are going.</p> <p>There's probably a good few other things, but at least that a starter.</p> <p>/Sam </p> http://callcentermanagementforum.com/topic/software-php-work#post-113 Mon, 16 Nov 2009 12:02:43 +0000 synctel 113@http://callcentermanagementforum.com/ <p>Dear all, </p> <p>You have the opportunity to work for Leading UK Company with Fixed price and excellent payout. Interested Centers please contact ASAP. Centers ready to start immediate work please contact.<br /> Regards, </p> <p>Sanjoy<br /> Manager (Offshore Business Development)<br /> Mob : 91-9339206904 </p> http://callcentermanagementforum.com/topic/leadership-theories#post-92 Sun, 30 Aug 2009 12:20:48 +0000 Pete R 92@http://callcentermanagementforum.com/ <p>Hi,</p> <p>International Youth Leadership network have made a very good article around Leadership Theories.<br /> This is interesting reading not only for younger leaders!</p> <p><a href="//tinyurl.com/l5f6n5&quot;">An Overview of Leadership Theories</a></p> <p>/Pete </p> http://callcentermanagementforum.com/topic/call-center-software#post-46 Wed, 03 Jun 2009 19:49:12 +0000 marsgivson 46@http://callcentermanagementforum.com/ <p>Interactive Intelligence provides the most innovative contact center software (also known as call center software) and IP telephony products and services available.</p> <p>For the contact center, the enterprise and the remote and mobile workforce, our standards-based all-in-one IP platform unifies every aspect of business communications. For ACD routed multimedia interactions, feature-rich IP PBX functionality, screen and call recording, outbound dialing, voice and unified messaging, and more - we align your business communications into one powerful solution. </p> http://callcentermanagementforum.com/topic/contact-manager-driving-reductions#post-80 Thu, 20 Aug 2009 18:47:09 +0000 contact manager 80@http://callcentermanagementforum.com/ <p>Driving reductions is one of my new key task, as we're still in the shadow of the finance crises I'm currently leading a change project in our organization trying to reduce cost. However in keen on doing this as part of utilizing smarter solutions. Just firing people and lowering the service is not the way forward!</p> <p>Anyhow my question to this forum is how have you become smarter the last year? What solutions have you implemented that made your centre more efficient and what key drivers have you focused on?</p> <p>The Contact Manager </p> http://callcentermanagementforum.com/topic/leadership-amp-management-training#post-20 Wed, 01 Apr 2009 16:41:25 +0000 Juugler 20@http://callcentermanagementforum.com/ <p>We're currently discussing management and leadership development and as it stands most people in out company have gotten all their &quot;Official&quot; training outside the company where they have been moved into management. How does it look for you? </p> <p>I'm kinda hoping to get more focus on bring external trainers in to do onsite training in our company and would expect it would be like that in many other places ? </p> http://callcentermanagementforum.com/topic/us-outbound-get-callerid-revenue#post-98 Wed, 16 Sep 2009 18:19:26 +0000 mark 98@http://callcentermanagementforum.com/ <p>If you have a lot of US Outbound traffic<br /> be sure to get your share of CallerID Revenue!</p> <p>Dont miss the boat!<br /> <a href="http://dipfees.com" rel="nofollow">http://dipfees.com</a> </p> http://callcentermanagementforum.com/topic/need-quality-call-center-for-outbound-process-with-exelent-payout#post-95 Sat, 05 Sep 2009 20:33:57 +0000 imran bashir 95@http://callcentermanagementforum.com/ <p>Campaigns</p> <p>Hi, we are seeking call center for the following process to start immediately having Min of 5 Workstations (Per Shift) or 10 Workstations, excellent Internet connection and Inbound DID (Direct Inward Dialing):</p> <p>US Timeshare<br /> Payment Cycle: 15 Days.<br /> Type: Appointment setting. Prospects have to stay for 90Minitues and must be inform about Timeshare<br /> Current Centers Achievement: 01 - 02 BPD Per Agent.<br /> Not Provided: VoIP and Leads.<br /> DNC: Scrubbing through DNC List will be Provided<br /> Process B2C</p> <p>US Timeshare<br /> Payment Cycle: 15 Days.<br /> Type: Appointment setting. Prospects have to stay for 90Minitues and must be inform about Timeshare<br /> Current Centers Achievement: 01 - 02 BPD Per Agent.<br /> Not Provided: VoIP and Leads.<br /> DNC: Teleblock - Must<br /> Process B2C </p> <p>GE Security System<br /> The payout for Appointment Setting is $15 for the first ten completed appointments and $40 for each completed appointment thereafter. This payment cycle will start over at the beginning of each week. This payment cycle will start over at the beginning of each week. In the event that the client that does purchase the Monthly Monitoring Service with the complimentary Security System at the time of the Appointment the Marketer will receive a total of $80 for setting that Appointment.<br /> Payout for each completed (Over the phone) sale is $200 and is payable two weeks after the install date. (No Credit Card Required, Payment at the time of installation.)<br /> Current Centers Achievement: 01 - 02 BPD Per Agent.<br /> Not Provided: VoIP and Leads.<br /> Process B2C</p> <p>Canadian and US Landline International and Domestic Connection<br /> Payment Cycle: Monthly.<br /> Type: Selling online. No Credit Card required. Agents may speak in Native<br /> Language, as they will be calling the same Ethnic group.<br /> VoIP and Leads will be provided. Must have Excellent Internet Connection.<br /> Training will be provided online. The training is for 1.5-2hrs daily for 3 working days.<br /> Current Centers Achievement: 02 - 03 SPD Per Agent.<br /> Process B2C n B2B</p> <p>Canadian Insurance<br /> Payment Cycle: Monthly.<br /> Type: Appointment setting.<br /> Current Centers Achievement: 02 - 03 BPD Per Agent.<br /> Not Provided: VoIP and Leads.<br /> Process B2C</p> <p>US Cell Phone, US Satellite TV, US Mortgage Leads, US Insurance, More!!!!!! </p> <p>NOTE:<br /> The processes Listed are Direct Form Original Source and there is NO 3rd party involvement.</p> <p>ALL PAYMENTS ARE MADE FROM CANADA AND US RESPECTIVE TO THE CAMPAIGN.<br /> Quality is a MUST. On Misrep, campaign can be terminated with immediate effect.<br /> VoIP service<br /> We can also provide you excellent, crystal clear VoIP and DID (Direct Inward Dialing)</p> <p>For more details please feel free to contact us </p> <p>IMRAN BASHIR<br /> OFFSHORE BUSINESS CONSULTANT </p> <p>Skype: imran.bashir69<br /> Imran.it71@gmail .com </p> http://callcentermanagementforum.com/topic/body-language#post-15 Sat, 28 Mar 2009 14:39:12 +0000 JohnQuinn 15@http://callcentermanagementforum.com/ <p>Im looking for some books or other type of material around body language, specially around interviews. Anyone got any recomendations?</p> <p>John Quinn </p> http://callcentermanagementforum.com/topic/understanding-workforce-management-tools#post-2 Fri, 27 Mar 2009 16:43:54 +0000 Pete R 2@http://callcentermanagementforum.com/ <p>Hi,</p> <p>My name is Pete and I am currently working on a training course for getting managers (specially new one's) into the workforce mangement site of the call centre business, some managers have a very good understanding of how the call centre works, but quite a few really have very little understanding and how can you surrive in mangement without understanding the fundementals of the business you're driving? </p> <p>I would be happy if anyone could come with suggestions on what topics and area's should be covered in a training like this, as I would imaging a good few of you have been through this process?</p> <p>Dont be shy!</p> <p>BR<br /> Pete </p> http://callcentermanagementforum.com/topic/interesting-whitepapers#post-89 Sun, 30 Aug 2009 10:50:05 +0000 contact manager 89@http://callcentermanagementforum.com/ <p>Hi,</p> <p>I just found some interesting whitepapers at callcentertoday.com<br /> <a href="//store.callcentertoday.com/frwhpa1.html&quot;&quot;">Click here to find them</a></p> <p>Contact Manager </p> http://callcentermanagementforum.com/topic/contact-center-reduces-employee-turnover-by-60#post-33 Wed, 29 Apr 2009 20:10:18 +0000 HRSarah 33@http://callcentermanagementforum.com/ <p>Hi,</p> <p>I just read this interesting article around employee turnover, as we're struggling as much with this as everyone else I think most people can learn something from this article!</p> <p><a href="http://www.ncbr.com/article.asp?id=99789" rel="nofollow">http://www.ncbr.com/article.asp?id=99789</a></p> <p>Have fun, Sarah </p> http://callcentermanagementforum.com/topic/next-week#post-83 Fri, 28 Aug 2009 16:38:30 +0000 Mads Singers 83@http://callcentermanagementforum.com/ <p>Hi,</p> <p>I'm very interested to hear what you big &quot;project&quot; will be for next week, what's on the top of your agenda that you would LIKE to do?</p> <p>Kind Regards<br /> Mads </p> http://callcentermanagementforum.com/topic/offline-meeting-and-development-groups#post-56 Thu, 23 Jul 2009 19:04:44 +0000 JohnQuinn 56@http://callcentermanagementforum.com/ <p>Hi all!!</p> <p>I'm looking for larger meeting/development/networking groups etc, with sub groups all around the continent.<br /> Does anyone know any? Primary interest is of course around management etc.</p> <p>Enjoy the sun! </p> http://callcentermanagementforum.com/topic/interview-tools#post-37 Thu, 30 Apr 2009 19:17:57 +0000 HRSarah 37@http://callcentermanagementforum.com/ <p>I just saw OptimalResume.com's interview prep tool. It allows job seekers, working with or without a career coach, to practice their interview skills by video, then replay for their review or submit to their coaches for their input &amp; review. There are over 950 questions, posed by actors in different interview scenarios - one of which is behavioral. Coupled with OR's other career tools (resume and letter builders, ePorfolio, video resumes) it's the most comprehensive career tools site on the web.</p> <p>Sarah </p> http://callcentermanagementforum.com/topic/skill-toolskill-tracker#post-7 Fri, 27 Mar 2009 17:39:36 +0000 HRSarah 7@http://callcentermanagementforum.com/ <p>I'm currently facing the issue that we're not tracking the skills of our employee's well enough, I work in a call center with about 600 seats with nearly all European languages and we very often utilize cross skills between languages, but the management always expect us as recruiters to &quot;know if anyone outside a certain team speak French&quot;, as we get all the CV in the beginning it's understandable to some level, but as we're not recording languages or other types of skills anywhere, it's a very Manuel task. </p> <p>Does anyone know of something to track these kind of things or have any idea's on how to handle this? and is it really up to HR to know these things? </p> http://callcentermanagementforum.com/topic/increase-your-centers-profitability-and-effectiveness#post-78 Tue, 18 Aug 2009 11:30:26 +0000 mark 78@http://callcentermanagementforum.com/ <p>If you manage a center with a lot of outbound US campaigns, we can help you collect CNAM revenue (which can be very lucrative). But that's not all, we'll even set up a free IVR system, take care of level1 and level2 complaints etc.</p> <p>In our back office you have real time control over your own cnam being displayed, making it easy to switch campaigns.<br /> For more information please visit dipfees.com or send me a message. </p> http://callcentermanagementforum.com/topic/welcome-to-the-call-center-management-forum#post-4 Fri, 27 Mar 2009 16:58:15 +0000 Mads Singers 4@http://callcentermanagementforum.com/ <p>Hi All,</p> <p>First of all welcome to the call center management forum, I hope you enjoy your time here and please join the debate as all imputs are very valuable.</p> <p>If anyone wants to participate in building up this new forum, you can either write here or sent me a direct message, all help is welcome!</p> <p>Kind Regards<br /> Mads Singers </p> http://callcentermanagementforum.com/topic/the-management-vision-or#post-61 Sun, 26 Jul 2009 12:52:10 +0000 carstyle 61@http://callcentermanagementforum.com/ <p>Hi all!</p> <p>I have just taken over a team and I'm really struggling getting my vision across, I have been leading smaller groups of people before, but about two months ago I took a position as manager for our online/web team, which have been a big challenge.<br /> I guess my question is if anyone have any suggestions on how to get through a &quot;new&quot; vision in a effective way?</p> <p>All help welcome!<br /> BR Conor </p>