| (Published: Sun, Dec 17, 2006 23:32:34) |
| What does BPO mean? |
| Business Process Outsourcing is BPO. This basically means that back operations of bigger companies and corporations are being outsourced to other countries. Mos |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What does ITES mean? |
ITES stands for IT-enabled services that major corporations are now adapting into their businesses.
For a company to be considered ITES powered, it sho |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What is nearshoring outsourcing? |
| Nearshoring is the when outsourced services are being sent to the countries that are near the major source. This is in contrast to sending them to the markets t |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| Is it true that one needs very low skilled labor for a BPO operation? |
| This is definitely not true. The kind of labor that is employed by the corporation depends on the clients they deal with. Even if the back offices are located i |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| Are there any certifications for call centers? |
| Certification has recently been developed for call center managers. This new certification was created by the Call Center Advisory Council. The aim of this cert |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| Should I have multiple call center locations? |
| Having multiple locations for call centers is not that important if you are certain that one or two locations is enough to meet the demands of the services that |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| How can IVR systems help my call center? |
| IVR systems are cost-effective for call centers. They have been known to reduce call costs by as much as 25 cents each. Having the most advanced IVR system will |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What are key performance measurements in a call center? |
You can tell how your call center is getting along by the key performances that any call center should have. Consider whether:
1. The staff and the call |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| How do I calculate my call center cost per call? |
| There are different ways to calculate your cost per call, but the formula that is most often used is to divide your total cost by the number of calls that |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| Should I create an in-house call center or outsource my call center needs? |
| To have an in-house or outsourced call center will depend upon the budget that you have set for it. It will also depend on the needs of your particular business |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What is business process management and why do I need it? |
| Business process management is not a new concept. It has already been used by big corporations. Business process management is how you plan for the particular&n |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What are some examples of business processes that can be managed? |
Some of the examples of business processes that can be managed are:
1. Increasing customer satisfaction through quality and fast service.
2. Qui |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What is an inbound call center? |
Inbound call centers handle incoming calls from customers for the purpose of:
1. getting information
2. placing orders
3. asking for te |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What is an outbound call center? |
In outbound call centers, the agents are the ones placing the call with the intention of:
1. generating leads for the services the company offers, or
< |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What are predictive dialers and how are they used? |
| Predictive dialers are systems that are highly automated that serve to increase the number of outbound calls made. With predictive dialers, call center agents t |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What kinds of features should I look for in call center software? |
The software you choose should enable your call center to function more easily and be more effective. Look for software that has programs built in |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| Should I use an 800 phone number for my call center? |
| Those who have used 800 phone numbers for their call centers can attest to the fact that there are advantages and disadvantages to using this kind of number. |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What types of services do third party call centers provide? |
Third party call centers provide a lot of services. Most of these are inbound:
1. Registration for an event or convention.
2. Customer service |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| What would it cost to outsource my call center? |
The cost of outsourcing depends on your ability to continuously recruit, train, and keep qualified employees. Aside from this, you need to make sur |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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| (Published: Sun, Dec 17, 2006 23:32:34) |
| How do I know which outsourced call center to choose? |
| Take at look at their quality of service and the demand that each call center has in the market. This will help you determine which outsourced call center to ch |
| Author: Carl Gunnarsen |
| Category: Business - Call Center Questions |
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