Offshore Outsourcing & Scammer
Blog about offshore outsourcing and scammer in the outsourcing industry
Different kinds of dialer for call centers
by Rudolf Faix Sunday, March 1, 2015 1:37 PM

Preview Dialer: In Preview mode, the agent starts by himself the next call (semi-automatic preview dialing) on a software-based selection process. The preview dialing ensures that the call center staff can preview the record from the customer database. If the agent triggers the call attempt by himself, he has also opportunity to prepare for the interview and detailed view (for example the contact history). The employee initiates the call either by using software or by manually dialing the telephone number.

Power Dialer: The dialer software automatically dials the next phone connection as soon as the processing of the previous record was completed by the agent. This can be done by the software on the client or on the central server. It can be set with an "overdial factor" that not only one but several telephone lines per agent get to be established. The dialing attempts are doing mostly displayed in the selection preview on the workplace of the agents. The first successful selection is presented. Other successful dialing attempts are distributed by chance on the next available agent. In the calculations involved, that usually not all numbers dialed indicate a dial tone, but might be busy or unavailable for other reasons. 

Predictive Dialer: Even with predictive dialing the telephone numbers of the contact list or database of the company or service provider get selected automatically. In addition, the dialer software monitored by mathematical methods continually in several ways, such as the current availability or the average call duration of each employee, and includes this in the calculation for the selections. The Predictive dialing is thus a forward-looking, self-adjusting dial. The predictive dialer controls the number of dial attempts per agent, taking into account the current and historical accessibility of customers and on the basis of the derived prediction. This not only minimizes the waiting time between two contacts of the agent, but also provides the ideal case that as many calls as possible are made without call attempts must be canceled. Lost connections causing the called phone rings, after picking up is no caller on the other end available or it rings only for a very short time (dropped call). Consumers perceive this as harassing or threatening.

Regulations:

In the UK, Ofcom requires that predictive dialers abandon less than 3% of answered calls on a daily basis. Ofcom also requires that if an agent is not available within 2 seconds the call is considered "abandoned" and an automated message is played. The automated message must identify the company making the call, the purpose of the call, a free phone or basic rate phone number to call back on and must not contain any form of marketing. A phone call to the return number must not be treated by the company as an opportunity to market, but to be removed from the calling list. In the UK "abandoned" calls must not be called back within 72 hours unless there is a dedicated agent available.

In the USA, if someone answers but no agent is available within 2 seconds of the person's greeting, Federal Communications Commission (FCC) regulations consider the call "abandoned" and require the dialer to play a recorded message. The FCC requires that predictive dialers abandon less than 3% of answered calls.

In Canada, the maximum abandon rate is 5%, and calls cannot be made to numbers registered with the National Do Not Call Registry, emergency or health care providers.

 

Tags: , , , , , , , , , ,

Call Center Quality Guidelines

Facebook group "USA Business Opportunity Marketing" the group of the SCAMMERS
by Rudolf Faix Thursday, February 19, 2015 1:24 PM

After verifying a few postings in the group "USA Business opportunity Marketing" by using scamadviser.com and the Open Source product Adguard for scam warnings, I got the following message from Johan V. Caem:

Johan V. Caem: I permanently banned you from the group "USA Business Opportunity Marketing" since you mentioned that our members are promoting scams. As long as a company pays it isn't a scam yet. I am the scam controller and I delete anyone who promotes a scam. Leave your colleagues alone, respect eachothers posts. If it is really a scam I permanently delete them, and I have the knowledge to decide over that. Enjoy your marketing experience Rudolf, just not in my group

Rudolf Faix: There is only SCAM!!!

Johan V. Caem: you should do some personal development on your brain Rudolf, like I said I have the knowledge to decide, you try to take it from a website
enjoy your day

It seems for me that Johan V. Caem does not know what is a complaint and a negative report at the web or he is the boss of the scammers there. Google lists a lot of such complaints!

I did not find one real business during the short time I have been visiting the group "USA Business opportunity Marketing".

 

Tags: , , ,

Fraud and Scam | Scammer Exposed

Handling difficult and angry people on the phone
by Rudolf Faix Saturday, February 14, 2015 1:28 PM

Dealing with an angry caller is never an easy task. Unfortunately, call center customer service representatives have to do it all the time. While the stress and anxiety of handling these situations fade as reps learn the ropes, the importance of handling difficult customers well never fades.

A dissatisfied customer is likely to tell between nine and 15 people about their experience, whereas a satisfied customer may only tell between four and six. That means that, unfortunately, when it comes to customer support, bad news travels faster than good.

There are methods that can help you to effectively handle difficult customers, reduce their anger and engage in conflict resolution. Below is information borrowed from the field of psychology, a profession that specializes in interacting with difficult individuals, reducing their distress and repairing the relationship. They are few customer service techniques that you can employ to help achieve customer service conflict resolution excellence!

  • Work as quickly as possible
    As they say, time is money. The more efficient you can be means the more customers you can help throughout the day. Most, in fact 90 percent, of consumers would rather deal with issues over the phone than via chat, email or social media.
    As they say, time is money. The more efficient you can be means the more customers you can help throughout the day. Most, in fact 90 percent, of consumers would rather deal with issues over the phone than via chat, email or social media.

  • Listen to the entire story first
    When you do get a difficult caller on the phone, ask the customer how you can help them. Then, sit back and listen, really listen. When a customer is explaining a problem, don’t interrupt them at all. Don’t cut them off. Don’t even cut in to ask for clarification. As they talk, have a pen and paper or computer tab handy. This way, you can jot down any details and potential questions you’d like to ask for clarification reasons after they’re finished.
    Not only will listening to the whole story first give you a better idea of the issue or question they’re calling about, but it will also help the customer feel better. There are few things more frustrating to an angry caller than not being heard. Let them talk while you actively listen and take notes.

  • Look for warning signs during a conversation
    Chances are, your customer’s anger did not come out of nowhere. Look for signs that your customer’s emotional state is deteriorating: a clenched jaw, tense posture, clenched fists, fidgeting, significant changes in behavior (i.e. a talkative person who becomes quiet) or a more harsh tone of voice.

  • Allow them to vent
    When the customer has reached the point of anger, allow them the space to voice their frustrations. Spend the time that is needed, do not interrupt and occasionally show support with statements such as, "I understand", "I agree, this can be frustrating", etc. Simply put, that's good customer service.

  • Show empathy
    When the customer has finished venting, respond calmly and treat the individual with respect. Empathize with the individual with statements such as, " I understand how upsetting this must be for you".

  • Don’t get into a power struggle
    By giving your customer the space to speak, you are putting the ball in their court and communicating to them that their situation deserves attention. Do not try to overpower the customer by cutting them off, telling them they are wrong or ending the conversation.

  • Identify their mood state
    Are they irritated, annoyed, frustrated, anxious or angry? Accurately identifying their mood state will help you understand the causes for their mood (let’s call it anger and adjust our customer service).

  • Make sure to understand their anger
    Try to figure out exactly why they are angry. This may take some work on your end as sometimes the thing they are yelling about might not actually be what they are angry about. Ask yourself the following questions: What triggered the anger? Were they criticized, ignored, treated unfairly or overwhelmed with hassles? Do they have unmet expectations, needs or wants? Do they lack options?
    Look at the situation from their point of view.

  • Keep your cool
    Do not let yourself be manipulated by the customer’s anger. Always remain calm and professional. Speak softly and address the customer by name.

  • Don’t try to justify your point
    Trying to speak rationally to someone who is angry is not effective and will make matters worse.

  • Use active listening
    Try to paraphrase back what the customer has told you. Keep your statements short and simple. Avoid company jargon or referring to company policy.

  • Try to find one point of agreement
    If the complaint is valid, acknowledge that.

  • Ask for their solution to the problem
    Use phrases like, "Can you tell me what you need?"

  • Break their problem down into manageable segments
    Start by addressing the issues that are easiest for you to solve. If the customer can see an immediate change, they will understand that you are helping them fix their problem.

  • Try to solve the issue
    If you know the solution, fantastic! Dive right in. If you’re unsure, don’t make any promises that you can’t keep. "I’d love to help you with this issue" isn’t quite the same as saying, "I’ll send you a new one by tomorrow" if it can’t be done
    If you don’t know the answer, put the caller on hold and consult your manual or other resources as quickly as possible. Remember, an angry caller is only going to get more annoyed the longer he or she sits on hold. If you can’t resolve the issue quickly, you’ll need to ask a coworker or manager for help.
    If you actually need to transfer the caller to another department or manager, let them know first rather than just pushing a button and sending them along. Many annoyed customers are hesitant to be transferred because they fear their call will be dropped, they’ll be placed on hold again or they may be annoyed that they have to explain their issue again.
    One way some companies handle this is by having the first customer service rep actively call and then introduce the customer to the second service rep. This attended transfer gives the worker a chance to efficiently explain the problem and it does not leave the angry caller hanging.

  • Always have a solution
    Provide information about why something is not possible, but always have a solution that might help meet their needs. If your company cannot meet their needs, refer them to one that can.

  • Negotiate for a win-win
    Explain your viewpoint carefully and negotiate the differences.

  • Repair the relationship
    Compliment the individual. Tell a joke.
    You may have to give them particularly special treatment. Not all companies are able to offer discounts or freebies to disgruntled customers, but many do. If you have a problematic customer who refuses to relax, you may have to throw them a freebie as a last resort.
    This is sure to calm them down because everyone loves free stuff. Even though it may seem like a loss of money upfront, paying to keep a customer loyal will likely pay for itself in the long run by cutting back on marketing costs. A new customer costs six or seven times more to market to than a returning one. Plus, it’ll save on the bottom line. Increasing customer retention by just two percent decreases overall costs by an average of 10 percent.
    Do whatever it takes to make sure the customer is happy at the end of the conversation.

  • Take a deep breath
    and, most importantly of all, be as helpful as possible but never take an angry caller personally. The majority of the time, it’s not you. It’s them.

These techniques are the key to calming a customer, arriving at an effective solution and winning back their trust is being prepared to deal with a difficult customer. Practice these steps before the situation arises so you will be fully-prepared to handle anything that comes your way.

 

Tags: ,

Call Center Quality Guidelines

Spamming at LinkedIn and similar websites
by Rudolf Faix Monday, February 9, 2015 1:22 AM

Yesterday I got an email from a spammer. A part of the content is:

"As for the spamming I also have a marketing background, spamming is a great form of advertising, everyone gets spammed in one form or another when you really think about, look at a car, it has its manufacturer's name on it, drive down EDSA or any of the main roads in Manila and you will see globe, Smart all spamming. Its how businesses survive, by pushing your name out there, it proves that you are a genuine business."

I don’t know from where he has this marketing background, but in Europe you learn already in the second grade, that a permanently repetition of the same content will get ignored from your target audience. Observe it by yourself. You are mostly driving the same way daily. How many of the promotions, which get seen on the road, you recognize really? How many promotions are you watching in the TV and how many times you use the time of the promotion shown in TV for doing something different, like take a fresh beer from the refrigerator, going to toilet, etc.?

For this the promotion agencies are developing every time new ideas for making the promotion different and distribute it on a different way. In USA the marketing agencies have already found a way that their promotion does not get directly into the trash box. They are offering coupons, where you can save something by buying the product. These coupons are getting collected from the people. The negative aspects of this form of marketing you can even watch it at the Philippines at the TV station "Travel & Living" by watching "Extreme Couponing".

LinkedIn knows about spamming too. At LinkedIn is it possible to block updates from a member. This is done by a link on the upper right side of each posting at the start page, where you can block the postings from this member. In such a case all posts don’t get shown from this member. I have used it already for two members. It works for me perfect. The disadvantage of this is that I’m not see some interesting posts of this members too, but with this I can survive. Others, which are not spamming, have interesting posts too.

Spamming proves only that the product cannot get sold and the spammer is searching for someone, which is stupid enough for buying it. It never proves that the company or the product is genuine. A real and authentic product gets sold by the first advertisement. 

 

Tags: , , , ,

Blog Rudolf Faix

A translation of a promoted call center campaign at LinkedIn
by Rudolf Faix Saturday, February 7, 2015 4:06 PM

Recently I found a call center campaign at LinkedIn, which has been looking good at the first view:

LOOKING FOR CENTERS FROM (INDIA, SOUTH AFRICA AND PHILIPPINES)

5 year old Tech Support Company based in Texas looking for "experienced" call centers to outsource our outbound tech support sales. We have centers in India working for us from more then 4 years and generating good profits.

Pay-out from $50 to $185 for per sale.

 

Analyzing the product:

The product is not really a bad idea. As the company is based in in a small city, with a population of around 40000 people, called Hurst in Texas, the local possibility for offering a computer service has not really a big chance. Remote service and support can be a possible income.

Negative aspects:

  • A remote service works only if the computer is still running and has a connection to the internet

  • It can be only a software service for optimization of the performance, virus removal (as long the virus is not blocking the Internet connection), spyware scan and malware removal.

  • The service is limited to Windows and Office

  • The offered service "Setup a new system" cannot get done from remote. A transport of the computer can result that the computer does not work when it arrives back to the customer. The reason is very simple: From the vibrations during the transport a card or a plug can lose the correct contact. For this is it better for the customer to visit a computer repair center locally.

  • The company exists already nearly 5 years. They are offering 4 different plans for home users and 2 different plans for business use. The monthly rate is with $15.95 the same for all plans. The initial price for home users varies from $195.95 until $349.95 only the contract time is different. At the website is no reason written why someone should make a contract for 3 years for $349.95 initial with additional $15.95 per month instead of a contract for 6 months for $109.95 + $15.95 monthly. The only difference is the initial price. What the benefits of the higher price and the longer contract time are is missing. Maybe they don't know it by themselves. In this case the telemarketer has no arguments to sell a higher priced plan.

  • Compare at Amazon the price of a new computer in the USA with the maintenance plan what the telemarketer should sell: a complete computer set including monitor, keyboard, mouse and Windows 7 is actually at Amazon for $160 (Dell) available. The setup can get done with the help of the Dell Hotline. An argument for the price is in this case really missing.

In sum is the product not really a runner. In the USA is it normally that the monthly price is coming less as longer as the contract is running.

 

I try now to translate this advertisement for you:

You need to know that the average call center agent in the USA gets $27000/year ($2250/month or $15/hour)..I have simple divided the yearly salary by 12 and the monthly salary by 150 hours like it is in Europe usable. This company is located in Texas, There is the average income for a call center agent even lower. It is there $26000/year, which makes a hourly rate of $14.45

The offered pay out from $50 - $150 per sale is looking at the first view good, but only on the first view.

Let's take the lowest offered commission per sale, which is $50. A one is not really realistic, because for this the arguments for selling it are already missing.

The company would be positive in labor costs if she would sell each 3 hours and 33 minutes one product per agent by having own telemarketers. The company itself does not believe in their own sales possibilities at such a rate. For this they try to find a call center from a low wage country, which even takes the risk of the product. Maybe the call center should even provide the data for the sales.

My opinion is that very good and very experienced agents will be able to sell in average one product per day as long as the marketing of the product will not get improved. If the marketing will reduce the sales price, the pay out per sale will go down too or the company will not be able to survive and pay you.

So centers think about how long can you work for $50. Maybe you sell one product per 10 hours per agent in average. Are you able to survive with this income?

The sentence "We have centers in India working for us from more than 4 years and generating good profits" is only promotion and for this I can say only: "Never trust a statistic which you did not fake by yourself"

 

Source offer: LinkedIn offer

Source product: www.fixmycomputerdude.com

 

Tags: , , , , , , , , , , , , ,

Call Center

Filter by APML

AboutMe

I'm since more then 35 years in the computer business (programming and technical support) and using the Internet since it has started. Since 2002 I'm programming solutions for Asterisk and since 2004 I'm in the call center industry.

Disclaimer

All data and information provided on this site is for informational purposes only. I make no representations as to accuracy, completeness, currentness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis and is only representing my own opinion. By browsing or using content from this site you accept the full legal disclaimer of this website.