Call center services outsourcing

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Call center services outsourcing: Helps reduce call center waste

Every business process has some waste component attached to it and in that context, call center processes are certainly not an exception. Exact definitions may vary, but in most cases, call center processes lead to the wastage of essential organizational resources such as manpower, time and working capital. This is precisely where the need is felt for call center services outsourcing. Here’s how call center services outsourcing helps reduce call center waste.

By optimizing human resource usage

Not all call center agents have the same skills and knowledge and when calls are routed randomly to the first available call center agent, there is always the possibility that the caller would fail to get the desired response. The total number of call-backs and call transfers then increase, which reduces the overall efficiency of the call center. Call center services outsourcing firms understand this very well and that’s why they have installed automated, intelligent systems that can scan incoming calls, identify their basic nature and reroute them to the most appropriate call center agent. First-call resolution rates increase as a result, which is evidence of the optimal utilization of available human resources in most of the successful call center services outsourcing firms.

By optimizing working capital usage

Call center processes follow a predetermined cost structure and are deemed successful only when they are able to achieve desired results within that stated cost structure. Call center services outsourcing makes this easier by reducing operational costs and improving customer satisfaction. Locational advantages available to call center services outsourcing firms are fully utilized and when the same is combined with the efficiency of advanced IT and telecommunications systems, it helps optimize working capital usage.

For reducing call center waste and for achieving other targeted goals and objectives, it is necessary that businesses choose the right call center services outsourcing firm. Starting with small, pilot projects would be a good way to assess the expertise and competence of shortlisted call center services outsourcing firms.

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Caleb K- Director of Marketing & Technology, Real Estate Company

I am the director of Marketing and Technology for Hoag Real Estate in Portland Oregon. Recently we underwent a major move, during which we had to migrate several large business process from one software to another. We hired Telegenisys to assist us with several of the data entry/migration aspects of this process. They went above and beyond to assist us with the process, as well as coming in with a very reasonable quote for the services we required. We will definitely be using Mega Interactive/Telegenisys again!

Ken L - Enterprise Marketing Manager , Software & Services Company

Telegenisys delivers valuable and actionable information time after time. Their approach to support is steadfast around being consistent, accurate, responsive to needs and timely. I am completely satisfied with our relationship with Telegenisys and what they bring to the table. Telegenisys has proven to be an invaluable resource to our Office of the CEO, Research, Sales and Marketing organizations.

Ivan H - Owner, Education Services Company

I recommend without hesitation that you consider Telegenysis for any of your communication or marketing needs. Telegenysis, has been simply superb in his communication and execution of our telemarketing plan. Indeed, I often remark to business associates how Telegenysis is usually several steps ahead of my own planning and is helping to grow our business, so to speak.


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Each year Telegenisys undergoes a third-party audit of its quality control procedures. Our clients expect zero defects delivered using mature management processes. For decades we have delivered consistent durable results. And as for finding a reputable overseas firm with whom to have that relationship, in my opinion, there is no reason to look farther than Telegenisys. You’ve already found – if not the best – then certainly one of the best!

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