Why Answering Service makes $ense

Did you know that you can get more business by just putting up Click to Call in Google Search results? Mobile users look for these icon like the one below to quickly contact you.

Google’s Click to Call and Futuregen’s pool of virtual receptionists are the perfect combination.

“Google commissioned Ipsos, an independent market research company, to understand consumer attitudes about click to call within organic and paid mobile search results”. These are their key findings:

More importantly, the research found that 31% of callers are specifically looking to make a purchase or transaction. There is one catch however. Not all organizations are ready to pick up those calls! If yours is like most businesses, you don’t have trained people to handle these calls. And you will also need to after-office hours and holiday coverage too.

So hopefully, you now decide to get someone to answer your calls…specially after office hours and during public holidays. You need a company with a team of virtual receptionists to professionally answer your calls for you. You also want the solution to be very affordable and cost effective.

Well good news. We offer a shared pool of proactive agents to answer calls on your behalf. Check out our promotion below or drop us an email at marketing@futuregen.sg or chat with us online to learn more.

Promo price is good for the first 3 months of service.
Does not include voice circuit pricing.

Source of Ipsos Study: https://ssl.gstatic.com/think/docs/click-to-call_research-studies.pdf

Effective Outbound Marketing with Machine Models

Higher ROI with Machine Learning
Higher ROI with Machine Learning

Are you looking to increase the effectiveness of your outbound/telemarketing campaigns? Our system leverage advance Machine Learning algorithm that looks at your data.  The system then generates ‘rules’ that help us co-relate your leads to most effect  ‘benefits statements” (Ie. Cost benefit, Time benefit, quality benefit) .

This means that our telemarketing team can connect more effectively with your leads by using the benefit statements that connect or matter most to your leads.

Learn more. Chat with us now by clicking on the tab at the bottom right.

Higher Impact Contact Center Services

Be the first to combine Big Data Analytics with in your Contact Center. You get competitive insights from using the Right data and a prediction model to help optimize customer care environments.

Big Data Analytics and Contact Centre services

Big Data Analytics combined with Contact Center Service

A McKinsey study on Building a Data Driven Strategy show that to “…fully exploit data and analytics requires 3 mutually supportive capabilities..”–right data, advanced analytics capabilities and determination to transform the organization.

By engaging our multi-channel (voice, chat, SMS) contact center with over 10 years of experience servicing US, Asian and Australian businesses, you leverage on our vast expertise of managing and engaging with your customer.

By tapping on our skills in business analytics, data center management and Big Data analytics, we can harness the ‘dark data’ from such customer interactions and provide your company with heretofore untapped customer insights.

As an option, we can create predictive models based on mashing your internal data with external data to provide you with a powerful and compelling competitive advantage… or to just optimize business outcomes.

All these for a very reasonable package price.  Minimum term is 6 months and at least 5 agents.  To learn more, talk to our 24×7 online chat operators by clicking at the bottom right corner of our page.


Staff Recruitment using IBM’s Watson AI Analytics?

Watson AI Personality Assessment
Watson AI Personality Assessment

IBM just used Watson to analyze a person’s writing style to determine their personality. Their online demonstration page is  https://watson-pi-demo.mybluemix.net/

The science behind this is based on the fact that  “the frequency with which we use certain categories of words can provide clues to personality, thinking style, social connections, and emotional stress. Several researchers found that variations in word usage in writings such as blogs, essays, and tweets can predict aspects of personality (Fast & Funder, 2008; Gill et al., 2009; Golbeck et al., 2011; Hirsh & Peterson, 2009; and Yarkoni, 2010).”

With the analysis provided, companies can theoretically gain a further insight into potential candidates’ personalities and decide whether they are a fit for the company.



When to Outsource?

People usually think that companies outsource some of their functions to save on money. While this has been true in the early days of outsourcing where companies enjoyed the savings from properly implemented plans, they  have also realised some additional benefits from outsourcing. Generally, when either one or more of the following occurs, it is best you consider Outsourcing as a viable option:

  1. Vacant positions are open for a long time.
    Your HR is facing a dwindling pool of qualified people for the open positions. In a tight labor market, outsourcing lets your HR source from a wider pool of potential star performers. You won’t be limited to hiring from your immediate vicinity.
  2. Uncertainty with Market conditions. 
    Management would like to have a more flexible and nimble operation that is not weighed down by a high fixed headcount. Think: Peak and low seasons. It is nice if you can forecast the future growth of your operations, and maintain your staff, but what happens in a downturn? It is easy to hire, and sadly, hardest to fire/layoff people.  By outsourcing your spillover work, you maintain that flexibility and are relieved of having to lay off extra workforce in low seasons.
  3. Quicker time to Market.
    Sometimes your project/s needs that top talent and you can’t wait to train/develop your in-house talents. Outsourcing enables your company to tap on the expertise and specialization of outsourcing companies in what they do best. Your in-house talents can work beside your outsourcing provider and hopefully, your inhouse talents can absorb the best practices and accelerate their own expertise.
  4. Minimizing Operational Risks.
    Sometimes, it just makes sense to ‘not put all your eggs in one basket’. Outsourcing enables your company to spread your manpower over geographic distances. This makes a lot of sense when the next global pandemic or catastrophe hits your main operating region.

DNC goes into effect on Jan 2, 2014

Starting from 2 January 2014, the Do Not Call (DNC) provisions under the Personal Data Protection Act 2012 (PDPA) generally prohibits organisations from sending certain marketing messages (in the form of voice calls, text or fax messages) to Singapore telephone numbers, including mobile, fixed-line, residential and business numbers, registered with the DNC Registry.

Such marketing messages generally have one or more of the following purposes:

Offer to supply, advertise or promote goods or services;
Advertise/promote suppliers or prospective suppliers of goods or services; or
Supply/advertise/promote land, interests in land or business/investment opportunities.
Whether your organisation is directly sending such marketing messages, causing the message to be sent or authorising another organisation to do so, your organisation has to ensure that such messages are not sent to Singapore telephone numbers registered with the DNC Registry.

– See more at: http://www.pdpc.gov.sg/organisations/do-not-call-registry-your-business#sthash.xPicmr5l.dpuf

2013 Call Center Association of Singapore Symposium

service excellenceThe 2013 CCAS Symposium will be held this year on Sept 4th and 5th, 2013 at the Grand Copthorne Waterfront hotel located at 392 Havelock Road, Singapore.
This year’s theme is “In Pursuit of Excellence”.

Service Excellence is the ability to surprise our customers by going beyond their expectations and creating a ‘unique’ experience and feel for them. The Symposium will show you how the Pursuit of Excellence can be achieved based on the current market and social trends.

Discussions and forums including updates of the latest strategies in the industry will also be conducted.

List Of Speakers:
Anita Bowtell
Customer Contact Management Association (CCMA)

Chan Fok Yee
Customer Relationship Management and
Contact Centre Association Of Malaysia (CRM & CCAM)

Daniel Ord
Founder & Stratagic Advisor
OmniTouch International

Jay Minnucci
Service Agility

Karuna Ramanathan

Laurent Junique
Teledirect Pte Ltd

Steven Khor
General Manager
E-Pay (M) Sdn Bhd

Tan Jin Haw
Associate Research Director
Gjk Asia Pte Ltd

Wilson Chua
Managing Director
Futuregen International Pte Ltd

Jun Lau
Lavaworks Pte Ltd

Chris Thomas
Academic Manager, School of Hospitality | Republic Polytechnic
Republic Polytechnic

HK Call Center Study Trip by CCAS

The 2013 CCAS Hong Kong Study Trip will take place on 25 Feb to 1 Mar 13 and the programme consist of site visits to HKCCA Corporate winners and the HKCCA Contact Centre Symposium 2013 – Inspiring Thought Leadership to create Customer Experience which will be held on 28 Feb and 1 Mar 13 in Novotel Citygate Hong Kong and Kau Sai Chau Golf Course. The Study Trip offers a great opportunity to attend pre-conference site tours, keynote presentations, high-level case studies, golf and networking events. Thought-leaders and subject matter experts will present topics in Quality and Customer Experience Management, Multi-Channel Management, Home Agent and Virtual Contact Centre implementation, People management and Social Media management.

This Symposium is focused on the needs of contact center professionals who are dedicated to advancing the profession and elevating the customer experience to centre stage. The Symposium experience encourages professionals to interact and share their knowledge with the ultimate goal of improving industry methodologies thereby improving an organization’s customer satisfaction. This is the contact centre event you just cannot afford to miss.

If you need more information, please do not hesitate to contact Rose at 62266 8228 or email her at rose@ccas.org.sg.