Call centers – Customers Relationship Management (CRM)

Customer relationship management (CRM) is not just the application of technology, but is a strategy to learn more about customers' needs and behaviors in order to develop stronger relationships with them. As such, it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. Nevertheless, successful CRM relies on the use of technology.

Call centers are created by organisations to receive inbound calls for varied day-to-day business reasons. Since companies invest tremendous amounts of money into customer-care relationships, they carefully monitor customer perceptions of their efforts to serve them. There’s a growing awareness in the business community that customers are unhappy dealing with computerized message delivery systems. Call centers and answering services that feature live phone operators are viewed much more positively by callers, and give companies a more personal, caring and relaxed image.

This is different than outbound calls placed by a sales agent with the purpose of selling a product. This practice is known as telemarketing, which entails a different set of methods and requirements for successful operation. Inbound call centers can be expensive to run, but they are invaluable to today’s businesses.

Call centers offer more to inbound callers than simple message taking, order taking and the like. Call centers are quickly growing to meet the needs of retailers, taking orders for fast-food giants and local restaurants. The agents are taking orders for flowers, gourmet food items, direct-to-video DVDs and just about any other product that’s sold on the open market. Some large call centers companies are broadening their range of offerings by increasingly dealing in complicated solutions aimed at low-cost service enhancements.

Companies increasingly outsource their call centers needs to large call centers companies located in India, The Philippines and some parts of Latin America where there is a large population of professionals who are fluent English speakers. Overseas outsourcing isn’t always necessary. There are many call centers located throughout the United States that large and small companies utilize for inbound customer service and sales calls.

Value-Added Call centers Outsourcing Services:

1. Digital recordings and back-ups, hot transfers, Third Party Verification

2. Sophisticated technical programming, CRM, data warehousing

3. Assistance with script development and suggestions to strengthen your campaign

4. Off-site and blind monitoring so you can supervise your program anytime, from anywhere

5. Involvement in training our staff (Train-the-Trainer)

6. Accurate and timely reporting, at any interval and in any layout

Contact America has demonstrated great success in a variety of industries because we understand our role in our client's businesses as well as their call centers outsourcing needs. We work closely with our clients to develop customized call centers solutions programs designed to meet their unique call centers outsourcing needs.

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