Singapore’s TODAY newspaper dated Nov 15, 2007 had an article written by Liang Dingzi that highlighted the fact that many singaporean companies’ call centers are not equipped to handle surges in traffic. A lot of callers are kept on hold, or wait a typically long period of from 10 to 15 minutes before an operator can attend to them.
Most callers would simply end up hanging the phone after waiting for a long time. In Liang Dingzi’s words “Think of it like a retail store, where customers wait in line to be served. If someone wa1ks away because he has waited too long, you ‘have lost the customer, perhaps for good.Unfortunately, this cost does not show up in the books”
Great seminar from Ian Northmore – Director of Rhea Consulting (who, unfortunately, did not leave his email address in the powerpoint slide handouts). The key takeaway from the CCAS organized seminar was that Personal development planning is vital to helping teams achieve key performance targets.
While management can not force teams to undergo a personal development plan, they can nevertheless, encourage and foster an atmosphere where continuous learning is part of the culture of the organization.
About the speaker:
Ian is a Director of Rhea Consulting. He specialises in enabling businesses to achieve strategic Customer Relationship Management and has more than 15 years experience in the contact centre industry. He has hand-on experience of CRM, organization design, process mapping, project management, recruitment, training and development across a number of industry sectors. These include Set up and management of all aspects of customer operations including Customer Service, Telesales, Supply Chain Management, Process and Learning and Development areas. Improvement of the self-service IVR options in order to reduce operational costs and improve service. Prior to joining Rhea, Ian was Director of Regional Development and a key member of the Customer Operations team for Virgin Mobile (Asia). He headed up operations in Hong Kong and Tokyo for Level (3) Communications, and was responsible for ensuring a premium level of service to Level (3)’s customer base in Asia through teams of Technical Customer Account Managers.
Futuregen President Mr Wilson Chua’s application for individual membership in Call Center Association of Singapore has been approved today. This was stated in an email from the secretariat of CCAS.org.sg.
Aside from viral marketing, Telemarketing campaigns to the right targetted persons are one of the most cost effective forms of gaining share of mind/market. The problem with setting up [tag-tec]telemarketing campaigns [/tag-tec] revolve mostly around getting people with the right mindset and skillset to execute it.
Futuregen has the call center solution for you.
We have staff on standby that are veterans of telemarketing campaigns to multi-nations -US, UK, Australia etc. We have ecommerce and telemarketing certifications to help our clients design and implement highly cost effective campaigns that help you deliver on your targets and objectives.
Contact marketing[at]futuregen.sg to get started now.
You have recently launched a new product or service and need to know what the market feels about it. Or you need to gather data about demographics, usage and other general marketing research. You don’t want to hire permanent employees to do the job, as the survey campaigns are sporadic.
Futuregen has the instant call center solution for you.
We can work with you to design your call script so that the [tag-tec]Instant survey campaign [/tag-tec] can be done using the shortest amount of time, thereby respecting the importance of time to the target clients. Our survey taking application can provide realtime results in both text and graphical formats.
The survey application can be done using our call center, or we can also send the questionaires out via email if need be. Contact marketing[at]futuregen.sg to get started right away!
Do you have an excessive amount of inbound calls that are overwhelming your current support staff? Are you hesitant to grow and/or invest in your center just to cope with these seasonal surges in demand? Are you searching for a partner that is willing to handle your spillover/extra/seasonal surge?
Futuregen has the [tag-tec]Instant Call center solution [/tag-tec] for you.
If you can divert the calls to our call center, we can handle your spillover work. We have trained and experienced customer care specialist that are depended upon by our principals to take care of their clients’
needs. Our staff have excellent Customer Relations profile (at least 90% CSR rating).
Our facilities can also load your script into our system so that our staff will answer in the same way your staff does. Plus the flexibility of our system allows our staff to adapt rather quickly. Our normal training and ramp up times varies from as short as 2 weeks to 4 weeks.
Success in Call Center Operations
Involves a lot of things. We provide site selection evaluations services. Then we help in HR activities like agent recruitment, agent selection, agent skills development, and finally, agent retention.
Secondly, your delivery infrastructure must be resilient and capable of delivering on your service level agreement with your principal. We provide invaluable insights by using SNMP(simple network monitoring protocol) to monitor your internet availability and quality, VOIP deployment and voice quality assurance. We also measure server and workstation uptimes.
Finally, we provide you with the key metrics of success in running particular campaigns: inbound customer care, surveys, tech support, appointment settings, lead qualifying and outbound telemarketing.