CALL CENTER OUTSOURCING BENEFITS

THE BENEFITS OF CALL CENTER OUTSOURCING COMPANIES NEWS...

Last: May 8, 2010

Whether your business is small or large, discover the Call Center Outsourcing Benefits available. To keep your company running efficiently or to grow your company, enlist the services of a Call Center to accomplish your goals. Most Call Centers offer both inbound and outbound services. Learn about the top five reasons why you would want to use a call center.

1. Cut costs by using a call center to fill in during peak periods. Instead of hiring temporary employees, training them, and supervising them, allow the call center to take care of these details. If you are using a call center for after hours services, you can easily employ the call center to fill in during seasonal peaks without having to train new personnel. You can rely on the call center always being staffed to fill your company’s needs.

2. Receive messages efficiently and accurately. Messages can be received through various methods. With the use of voicemail, email, text, and fax, you have the advantage of receiving your messages quickly and accurately no matter where you are. You no longer have to worry about missing an important message because you are not at your office.

3. Trained customer service representatives. Customer Service Representatives receive top quality training and perform their job as if they were one of your employees. The option of having bi-lingual reps handle your calls further enhances the company client relationship.

Business Process Outsourcing has reached a near-term peak, and meaningful expansion from this point forward will result in higher costs and lower-quality delivery. Business leaders worldwide have been saying such things to one another for months now. Today, we are seeing deliberate action to move capacity from India to next-step destinations like the Philippines, China and Vietnam.

4. Save money & time while growing your company. Avoid the expense of hiring new employees while the company goes through “growing pains”. The Call Center Outsourcing benefits will outweigh the cost of payroll

Last: August 2008

OUR REPORTING ADVANTAGE

Marincorp provides extensive standard and customized reporting to ensure rigorous process and quality control:

Examples Master Report List:

The following report is a database of all the reports that will be used in the project.
The report will contain the following information.

• Name of the report,   • Report #,  • Report description, • Frequency
• Owner, - Distribution list,   • Medium of Communication, • Examples of Reports
• Call Center Production, • Staffing Report,   • Quality Assurance, • Success Metric Tracking
• Workflow Bin Reporting, • Escalation Tracking, • Feedback Tracking, • Systems Monitoring

Call Center Production Reports:

A, Description
This report captures the call center production metrics of the team. It is comprised of a 1. Summary view, 2. Agent view and 3. Call type view.

• Each report has its own distribution graph (performance graph) in order to provide
a quick status snapshot.

• This report covers 24hr day from 8am to 8am.

B, Frequency:
• This report is created daily at 9am for the previous day.

C, Owner:
Process Project Manager

D, Distribution list:
Daily, Weekly Summary, Monthly, Medium: Email. Web Reporting Dashboard

E, Statistics For Each View
• Number of resources/hour, • Total Number of calls/hour, • Average Wait Time
• No. Abandoned Calls/Hour, • Breakdown of call type