Experience the key event for the call centre sector in Berlin. Don’t miss it when Europe’s biggest platform for call centres, service providers, knowledge transfer and networking opens its doors from 22nd to 24th February 2011.
After a completely booked trade fair in 2010 we also expect full halls for the upcoming event. Meet around 250 international exhibitors and look forward to a unique knowledge and networking platform with more than 7,500 visitors.
Exhibitors and visitors both agree: THE trade fair of the year!
“The target group oriented trade fair, where the high quality of new contacts
reconfirms each year: CallCenterWorld – an event you have to go!"
Ulf Gimm
DASAN ELECTRON EUROPE Ltd. & Co. KG
“Excellent contacts – this is where the heart of the industry beats!"
Sven Braun, Director Strat. Account Management
Sykes Enterprises Bochum GmbH & Co. KG
“Whoever wants to know what is going on in the contact center industry,
has to visit CallCenterWorld."
Sunday, December 5, 2010
Monday, November 29, 2010
Plan Ahead for Call center Solutions
all Centre Helper asked a panel of experts how to relieve pressure on call centres during busy periods.
1. Plan ahead
Ben Dale-Gough
Ben Dale-Gough
It’s vital that managers let their agents know when the peak times will be. This will give them a chance to prepare and will mean they’re not taken by surprise with high volumes of calls. Making sure the scheduling is correct is really important. Organisations can do this by looking at times of peak calls in previous years. Once the trends have been identified, forecasts can be made as to when future busy periods will be. This enables managers to recruit extra staff to help out if necessary.
Ben Dale-Gough, Site Operations Manager – Domestic & General (www.domgen.com)
2. Update call queue status message in IVR
Give customers information on the current call queuing times in your IVR message, and redirect them to the self-help section of the company/organisation’s website if possible. If the volume of calls is high and the waiting time is more than a couple of minutes, informing customers in IVR will help redirect some of them to a less busy time of day or the website.
3. Allow staff to have frequent breaks at peak times
An increased break schedule during peak times will help agents deal with the busier period. By reducing lunch to half an hour, but with a ten-minute break away from the phones every hour, agents will feel incredibly refreshed, and it will allow them to deal with difficult calls more effectively. The mental break is important.
4. Make sure new agents are up to speed on the top 20 reasons for calling
Clive Turner
Clive Turner
A lot of call centres take on new agents, especially students, in the run-up to Christmas. All these new agents may be answering calls on things they’ve never come across before, and simply as a result of the volume of calls at peaks times there is going to be an increase in the number of difficult calls. So make sure your second-tier agents are available to help resolve the difficult calls with their experience.
1. Plan ahead
Ben Dale-Gough
Ben Dale-Gough
It’s vital that managers let their agents know when the peak times will be. This will give them a chance to prepare and will mean they’re not taken by surprise with high volumes of calls. Making sure the scheduling is correct is really important. Organisations can do this by looking at times of peak calls in previous years. Once the trends have been identified, forecasts can be made as to when future busy periods will be. This enables managers to recruit extra staff to help out if necessary.
Ben Dale-Gough, Site Operations Manager – Domestic & General (www.domgen.com)
2. Update call queue status message in IVR
Give customers information on the current call queuing times in your IVR message, and redirect them to the self-help section of the company/organisation’s website if possible. If the volume of calls is high and the waiting time is more than a couple of minutes, informing customers in IVR will help redirect some of them to a less busy time of day or the website.
3. Allow staff to have frequent breaks at peak times
An increased break schedule during peak times will help agents deal with the busier period. By reducing lunch to half an hour, but with a ten-minute break away from the phones every hour, agents will feel incredibly refreshed, and it will allow them to deal with difficult calls more effectively. The mental break is important.
4. Make sure new agents are up to speed on the top 20 reasons for calling
Clive Turner
Clive Turner
A lot of call centres take on new agents, especially students, in the run-up to Christmas. All these new agents may be answering calls on things they’ve never come across before, and simply as a result of the volume of calls at peaks times there is going to be an increase in the number of difficult calls. So make sure your second-tier agents are available to help resolve the difficult calls with their experience.
Sunday, November 21, 2010
Cold Calling Technique
effective cold calling techniques, tips and methods for selling and sales training
Cold calling typically refers to the first telephone call made to a prospective customer. More unusually these days, cold calling can also refer to calling face-to-face for the first time without an appointment at commercial premises or households. Cold calling is also known as canvassing, telephone canvassing, prospecting, telephone prospecting, and more traditionally in the case of consumer door-to-door selling as 'door-knocking'.
Cold calling is an important stage and technique in the selling process. Cold calling abilities are also useful in many aspects of business and work communications outside of sales activities and the selling function.
Good cold calling - performed properly and not as merely an indiscriminate 'numbers game' - is a fundamental and highly transferable capability, whose basic principles are found in the behaviours and techniques of all great entrepreneurs and leaders.
In essence cold calling is the art of approaching someone, professionally, openly and meaningfully, with a sensible proposition.
All great entrepreneurs and leaders possess this ability or they would not have become successful.
Cold calling therefore enables success, chiefly because cold calling is strongly focused on initiative and action.
cold calling is how you see it
Since selling became a recognised profession a couple of generations ago, countless sales training organizations, sales gurus, writers, theorists, and sales people of all sorts, have attempted to create effective cold calling techniques and scripts. There is no magic script, and while there are many helpful frameworks and methodologies there is no single magic answer.
Successful cold calling - including the effectiveness of methods and techniques - essentially relies on your own attitude towards cold calling.
Viewed negatively or passively, cold calling is merely a numbers game, where the sales person's calling (sometimes called 'canvassing' in this situation) is no different to a junk-mail leaflet. Somebody might respond - maybe one in twenty, maybe one in a hundred.
This is the way that unsuccessful sales people see cold calling. No wonder for them that cold calling is a painful grind. Depressing, embarrassing, draining, exhausting, just horrible.
On the other hand...
Viewed positively and creatively , cold-calling is empowering and potent.
Cold calling actually enables the sales person to:
* supersede existing suppliers
* pre-empt the competition
* identify and create huge new business possibilities
* become indispensable as someone who can make things happen and create new business
* build (your) personal reputation beyond job title and grade
* establish relationships and a respect (for you) beyond normal sales responsibilities
* and be an entrepreneur.
So, do you want to be the human equivalent of junk-mail, or do you want to achieve entrepreneurial reputation and success that will take you anywhere you want to go?
Like so many other aspects of business, management, and especially selling, cold-calling is how you see it, and whatever you want to make it.
Cold calling typically refers to the first telephone call made to a prospective customer. More unusually these days, cold calling can also refer to calling face-to-face for the first time without an appointment at commercial premises or households. Cold calling is also known as canvassing, telephone canvassing, prospecting, telephone prospecting, and more traditionally in the case of consumer door-to-door selling as 'door-knocking'.
Cold calling is an important stage and technique in the selling process. Cold calling abilities are also useful in many aspects of business and work communications outside of sales activities and the selling function.
Good cold calling - performed properly and not as merely an indiscriminate 'numbers game' - is a fundamental and highly transferable capability, whose basic principles are found in the behaviours and techniques of all great entrepreneurs and leaders.
In essence cold calling is the art of approaching someone, professionally, openly and meaningfully, with a sensible proposition.
All great entrepreneurs and leaders possess this ability or they would not have become successful.
Cold calling therefore enables success, chiefly because cold calling is strongly focused on initiative and action.
cold calling is how you see it
Since selling became a recognised profession a couple of generations ago, countless sales training organizations, sales gurus, writers, theorists, and sales people of all sorts, have attempted to create effective cold calling techniques and scripts. There is no magic script, and while there are many helpful frameworks and methodologies there is no single magic answer.
Successful cold calling - including the effectiveness of methods and techniques - essentially relies on your own attitude towards cold calling.
Viewed negatively or passively, cold calling is merely a numbers game, where the sales person's calling (sometimes called 'canvassing' in this situation) is no different to a junk-mail leaflet. Somebody might respond - maybe one in twenty, maybe one in a hundred.
This is the way that unsuccessful sales people see cold calling. No wonder for them that cold calling is a painful grind. Depressing, embarrassing, draining, exhausting, just horrible.
On the other hand...
Viewed positively and creatively , cold-calling is empowering and potent.
Cold calling actually enables the sales person to:
* supersede existing suppliers
* pre-empt the competition
* identify and create huge new business possibilities
* become indispensable as someone who can make things happen and create new business
* build (your) personal reputation beyond job title and grade
* establish relationships and a respect (for you) beyond normal sales responsibilities
* and be an entrepreneur.
So, do you want to be the human equivalent of junk-mail, or do you want to achieve entrepreneurial reputation and success that will take you anywhere you want to go?
Like so many other aspects of business, management, and especially selling, cold-calling is how you see it, and whatever you want to make it.
Thursday, November 11, 2010
Cheap Domains
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* Expired Domains for Sale
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Thousands of web domain names are being registered each day. Grab yours now before it's gone! Even if you're not ready to have a website, you can still purchase domain name and leave it "parked" on our server for as long as you want.
* Domain Name Registration
* Domain Name Renewal
* Domain Name Transfer
* Expired Domains for Sale
* Private Domain Name Registration
* Domain Watch Service
* Link Building Strategy Service
Now you can SAVE UP TO 70% on cheap domain registration with us. If you used to pay $35/year for just ONE domain register, you can now get THREE domains with us at much lower cost.
Our FREE BUNDLE of services is worth more than 5 times the cost of your internet domain registration fee.
Thousands of web domain names are being registered each day. Grab yours now before it's gone! Even if you're not ready to have a website, you can still purchase domain name and leave it "parked" on our server for as long as you want.
Thursday, October 28, 2010
Website Building Software
Namu6 Website Editor
Namu6 is a fast and easy way to create, maintain, and publish a website.
Namu6 is freeware, there are no nag screens and it is not crippled in any way. Get it now! for Windows 98, Me, 2000 and XP.
Features
Easy to use: If you can type, use a web browser, and click buttons, then you're qualified to use Namu6!
What you see is what you get: Namu6 is a visual editor, there is no confusing HTML.
Smart Resize and Rotate: Resize or rotate pictures multiple times without affecting the quality of the original picture. Picture effects are applied again automatically.
Prebuilt Themes: Namu6 comes with a number of attractive prebuilt themes to give your website a professional appearance.
Internationalization: Write in multiple languages on the same page. (Requires Windows 2000 or Windows XP).
Namu6 is freeware. Try it, download now.
Namu6 is a fast and easy way to create, maintain, and publish a website.
Namu6 is freeware, there are no nag screens and it is not crippled in any way. Get it now! for Windows 98, Me, 2000 and XP.
Features
Easy to use: If you can type, use a web browser, and click buttons, then you're qualified to use Namu6!
What you see is what you get: Namu6 is a visual editor, there is no confusing HTML.
Smart Resize and Rotate: Resize or rotate pictures multiple times without affecting the quality of the original picture. Picture effects are applied again automatically.
Prebuilt Themes: Namu6 comes with a number of attractive prebuilt themes to give your website a professional appearance.
Internationalization: Write in multiple languages on the same page. (Requires Windows 2000 or Windows XP).
Namu6 is freeware. Try it, download now.
Friday, October 22, 2010
Call Center Software Issues
What will it do for you?
*
Call Center WebOptimize Call/Support Center Operations: Reduces call volume by deflecting some of your support requests to your customer facing self help Knowledge Base. Expedites communication between your call center web support representatives and your customers with quick email notifications. Allows your customers to check the status and add notes to their support request without calling the support center.
*
Captures Knowledge: The integrated Novo Knowledge Base Software allows customer support representatives and others to easily document recurring issues. This knowledge stays in the system and does not leave when an employee does.
*
Decreases New Employee Training Time: With an easily accessible knowledge repository, new call center software users can quickly find the answers to customer questions.
Call Center Software Features
*
Call Center WebOptimize Call/Support Center Operations: Reduces call volume by deflecting some of your support requests to your customer facing self help Knowledge Base. Expedites communication between your call center web support representatives and your customers with quick email notifications. Allows your customers to check the status and add notes to their support request without calling the support center.
*
Captures Knowledge: The integrated Novo Knowledge Base Software allows customer support representatives and others to easily document recurring issues. This knowledge stays in the system and does not leave when an employee does.
*
Decreases New Employee Training Time: With an easily accessible knowledge repository, new call center software users can quickly find the answers to customer questions.
Call Center Software Features
Wednesday, October 20, 2010
Telemarketin Companies USA
ext Point USA Inc is a private company categorized under Telemarketing Services and located in New York, NY. Current estimates show this company has an annual revenue of less than $500,000 and employs a staff of approximately 5 to 9.
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o Call Centers in New York, NY
o Telemarketing Bureaus
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Next Point USA Inc Business Information
Location Type Single Location
Annual Sales (Estimated) Less than $500,000
Employees (Estimated) 5 to 9
SIC Code 738912, Call Centers
NAICS Code 561422, Telemarketing Bureaus
Products, Services and Brands Information not found
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Telemarketing Services in New York, NY
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Telemarketing Services in New York, NY
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Companies in this category usually offer:
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* Telephone Solicitation Services
Click on the reports tab at the top of the page to research company background, detailed company profile, credit and financial reports for Next Point USA Inc.
Reports often include a complete predictive and historical analysis with payment and financial information; information on the identity, operations, profitability and stability of Next Point USA Inc; Details on the company’s history, the business background of its management, special events and recent company news. Download Next Point USA Inc financial and company reports.
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Companies by Location: New York, NY
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Next Point USA Inc Business Information
Location Type Single Location
Annual Sales (Estimated) Less than $500,000
Employees (Estimated) 5 to 9
SIC Code 738912, Call Centers
NAICS Code 561422, Telemarketing Bureaus
Products, Services and Brands Information not found
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*
Jobs in New York, NY
Related Companies
*
Ehrlich Creative Comm
Telemarketing Services in New York, NY
*
A C Promotions
Telemarketing Services in New York, NY
*
Welfull International Trade
Telemarketing Services in New York, NY
*
Belardi Ostroy Alcllc
Telemarketing Services in New York, NY
*
Amp3 Public Relation
Telemarketing Services in New York, NY
Related Products
Companies in this category usually offer:
* B2b Telemarketing
* Business Telemarketing
* Insurance Telemarketing
* Outbound Telemarketing
* Telemarketing Services
* Outbound Telemarketing Services
* International Telemarketing
* Inbound Telemarketing
Related Categories
People looking for this company were also interested in:
* Telemarketers
* Telephone Solicitation Services
Click on the reports tab at the top of the page to research company background, detailed company profile, credit and financial reports for Next Point USA Inc.
Reports often include a complete predictive and historical analysis with payment and financial information; information on the identity, operations, profitability and stability of Next Point USA Inc; Details on the company’s history, the business background of its management, special events and recent company news. Download Next Point USA Inc financial and company reports.
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