Inbound call center services?

You can find a great directory of domestic (US) Call Centers to work with at www.atsi.org.

But before you consider sending your Call Center work overseas - just ask your friends & neighbors about their Call Center experiences.

I’m sure that some of your friends will tell you that they’ve occasionally had the experience of dealing with a Call Center Agent based in the USA who was clearly a poor fit for the job - and who delivered a poor caller experience.

But when it comes to describing their experiences dealing with a company that has shipped their Call Center work overseas - the vast majority of your friends & neighbors will tell you that they generally have a hard time understanding – or being understood by the Agent – and that their call is typically being handled by a ‘script reader’.

The Call Center Agent is your ambassador to your customers. The human voice of the Agent provides your company’s human face. If your customer cannot understand the Agent due to accent issues or communicative style - the problems are compounded. Your customer can become agitated and the company may wind up losing future sales. In the present economic environment, just hearing a foreign accent could trip that trigger. Losing dollars chasing dimes is not a wise long-term Customer Care Strategy.

Companies are also re-examining the impact of sending their Call Center jobs overseas on their corporate reputation. Corporate Social Responsibility is considered an important factor in business success today. Companies are thinking twice about employing workers in countries with poor human rights records - or lax labor standards such as India.

Ask your friends what they think about the exploitation of Labor. Call Center workers in India experience abuse & exploitation to a degree and on a scale that would be viewed as criminal in some instances by North American Courts of Law. For example; Indian Call Center Agents are treated as 21st Century ‘cyber-coolies’. They work graveyard shifts - under high pressure – in work environments where liberal attitudes to sex and club drugs are encouraged and thriving. Colluding employers have set up “Blacklist” data bases - containing the details of their Call Center employees - so that “negative insider elements” can be detected at the recruitment stage. Workers in their hundreds are fired without so much as one cent in severance pay.

Overwhelmingly your friends & neighbors will tell you that when they are contacted by telephone – they want to speak with a Call Center Agent from their region - who is typically better able to serve and communicate with them. Probe a little deeper – and they’ll also tell you that they’re opposed to shipping Call Center jobs overseas – and particularly to countries with poor human rights records - or lax labor standards such as India.

From the Jan. 2010 Issue of Site Selection: “Offshoring calls to India works in very limited situations. Interaction with clients and understanding the culture & environment of clients doesn’t work very well at all. The direction of the industry is to bring these customer facing jobs back to the USA.”

The latest Labor Market Outlook from the Chartered Institute of Personnel & Development in the UK: “UK companies are bringing back call centre operations to the UK from India. Most of the companies that we deal with are looking to keep call centre staff in the UK wherever possible because there is a significant increase in the level of service and customer satisfaction provided."

Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html

Scicom is a progressive and pioneering leader in Business Process Outsourcing (BPO) with global expertise in customer contact management and all back office support functions. Scicom services clients in 70 countries and 40 Languages from 14 strategically located facilities throughout the globe. In 2006, we established corporate headquarters for the America's in Tampa, Florida with a diverse, multi-lingual workforce that supports English, Spanish, and French for the United States, Canada, Latin America and the Caribbean. Please call our VP of Operations-Lauren Lindsey directly at 813-880-5722 or Lauren.lindsey@scicomusa.com for more information.

Regards,

Anna Peters
HR Manager

Linda,

Call Smarter, Inc. provides clients with a "one stop" for your outsourcing needs. We assist you in finding a quality center that fits your vision. The best part is, it is a FREE service to you.

Contact me if you would like to speak.

amortenson@callsmarter.net
605-610-0750
www.callsmarter.net

Linda, if you are referring to recommendations on good/solid inbound call center service providers, I'd be happy to provide any insight. I have 16+ years of solutioning inbound call center programs.

I work for an outsourced call center services provider, but I am happy to step back from that and provide independent thoughts & recommendations as you proceed forward on different ways to approach this, the various compositions of providers, what to look for as you search, etc...

Best, Jeff 801.949.7585 jguymon@rdimarketing.com

Linda,

CareCall is a full service inbound call center based outside of Minneapolis, MN.

We handle a variety of inbound projects across multiple industries and can provide a cost effective per-minute pricing module.

Please feel free to reach out to me to discuss further.

Best regards,

Tom Underwood
Director, Business Development
CareCall, Inc.
402.578.9648

Linda,

I represent a global contact center company with over 2,000 agents gobally. I have been in the industry for 20+ years and I would be happy to help you out. We have facilities in the US (Tampa and Atlanta) as well as offshore in Romania (Brasov and Bucharest). Our services include customer care, inbound sales, technical support, collections and BPO.

Scott McKinley, Vice President
Contact Center Solutions Division
Computer Generated Solutions, Inc.
Email: smckinley@cgsinc.com
Office: 813-249-3281

Dear Linda,

My company, Northwinds Contact Solutions, can provide you with either an inexpensive, robust hosted call center platform to use in-house or an outsourced solution through outsourcers we have partnered with.

Northwinds Contact Solutions partners with Inspiritec Teleservices to provide the most unique outsourced call center solution on the market. Inspiritec is a Non Profit call center that hires agents that are people with disabilities. Unlike most contact centers, Inspiritec’s goal is to help provide jobs to disabled individuals and cover their costs; they have no specific profit margin they have to meet. The result is that their services are priced just slightly higher than “offshore” rates.

Because Inspiritec uses Northwinds Virtual Call Center platform, clients benefit from being able to login to the platform to view activity and can access “real time” detailed call reporting, live call monitor. It is an outsourced solution that feels like it is “in-house”.

Pricing: Depends on each client’s unique situation. Call for pricing and full details.

All the best,

Darren Prine
Northwinds Contact Solutions
dprine@thenorthwinds.com
1-800-831-8130

Linda -

Are you able to provide any other details of what your needs are? There are a variety of great solutions for different needs, but suggesting solutions without more detail is a disservice to you! Anything you are willing/able to share around scope, call type, desire to keep agents in the U.S. or willingness to offshore, etc. I'm happy to help. (And not just suggest my own company!)

David

Hi Linda,
3clogic’s inbound software is completely virtual giving you the flexibility to run your software from anywhere at any time. With 3clogic’s inbound software you will be able to serve your customers needs with greater efficiency. Benefit from features and functionality found in Fortune 500 companies at minimum costs!

We have following features. Apart from these features we are willing to go extra miles for our customers and add additional features according to their requirement.

ACD and IVR
Leads Upload and Storage
Agent Presence & Instant Messaging
Automatic Lead Scanner
Skills Based Routing
Agent Presence & Instant Messaging
Call Transfer, Hold, Conferencing
Answering Machine and Fax Detection
CRM
Pop-Up based on Caller ID
Call Transfer, Hold, Conferencing
Toll Free Number Support
Bundled USA Local and Long Distance
Custom Call Scripting
Click-to-Call-Back
Client for Your Website
Outbound IVR and Messaging
Music on Hold
Click-to-Call-Back
Client for Your Website
Real Time Dashboard Reporting
Call Disposition
Advanced Lead Management and Recycling
Call Recording and Playback
Multiple Do-Not-Call Lists
Supervisor Barge-in and Support
Call Recording and Playback
Full Database Support
Supervisor Barge-in and Support
Custom Call Scripting
Full Database Support
Web-based Configuration
CRM Pop-Ups
Network Error Detection
Web-based Configuration
Web-based Reports and Dashboard
Network Error Detection
CRM Integration

You can contact us at

Phone: 877-462-6021
Phone: 240-454-6347

3CLogic
9700 Great Seneca Hwy
Rockville, MD 20850

Mail: info@3clogic.com
website: www.3clogic.com

d

HI Linda,
With regards to your request for Inbound Call center services, are you looking for customer service or tech support?

What is the volume, type and medium of support, response time, average handling time etc?

We have world class infrastructure and technology with proven track in serving the customers Globally.
Request you to get in touch with us to answer/solve all your issues. Email: Pavanm at adventglobal.com

Regards
Pavan

Hi Linda

we would love to help you out. i as a tech suport agent we are engaging ourselves to give a good serviceour agents are well trained to meet your expectations

We help organizations from diverse industries address customer service needs across
various channels. These services are delivered across voice and non-voice media like email
and the web. We have handled campaigns the following campaigns in the past:
· Customer queries management - from product queries to complaints to general
inquiries.
· Inbound Airlines Customer service Management - booking, billing , credit card
verification. collections etc.
· Level -1 Technical Support for Software.
· E Mail and Chat Support.
· Virtual Assistant Services etc

to name a few... you may contact me if your interested and for further iformation .. email me at jpruga18@yahoo.com

Hi LInda,

We are a European based call center with experienced sales agents that can manage your project with professionalism. We have significant experience in both inbound and outbound services, as well as sales calls. Euroccor was established in 2005, but our experience dates since 1996 (under the name of IMRO). At the moment we are working on some outbound and inbound sales products, as well as inbound customer care services. We are also ISO 9001 certified.

For the moment we propose our services in French, Dutch, English and German. But we can easily find people with other languages, if needed. Many young people in Bulgaria know more than 2 languages and that is one of the main reasons why we decided to start a call center here.
You can reach me on my email: anita.todorova@euroccor.com
Regards,
Anita Todorova

Hi Linda,

There are a number of inbound services that you can take advantage of. It all depends on what you need. You can check out our website http://www.callboxconnect.com to know our services.

We have 3 centre 1 is having 100 seats and rest of 2 centres has 50-50 seats.

Having around 5 yrs experiences and having experience Inbound/Outbound process and looking for some US/Uk Inbound Process. Please let me know if you can help us in this regards.

Waiting for your prompt and frutiful response.

You can also contact me at 00.91.86875.02448.

Thanks,
Amar Verma.
av@amarverma.com