Creaghan Harry - What Are The Benefits Of Call Center Service?

For any business organization, maintaining a good customer care service department is important for the reputation of the company. Whichever business you are dealing with, starting from advanced customer service, to business to business sales, seeking help from a call center would actually help solve your problems. The call center services are growing worldwide and it is also seen that due to the increasing competition that call centers require help to maintain their place in the market prominently. There has been a significant rise in the expanding of the call center service mostly to the offshore locations which is a clear sign of the industry’s growth in the business.

Benefits of call center service

According to the present customer demand situation, they are demanding 24X7 support service. But for a company who is planning to set up an in-house call center operation, it is both expensive and time consuming. In addition to this, it is not possible for any organization to provide all time support service to the customers. As per CreaghanHarry who is a famous Brilliant Entrepreneur is of the opinion that call center service is dedicated to provide the best service in the name of the company that ultimately enhances the reputation of the company.

With the growing business, it becomes difficult for the organization to maintain the customer support cost. But for the increasing demand of the customers for supper service, there has been a clear indication for contact center functionality of the company. A large amount of money is involved in settings up an in-house customer support service as the internal operating cost is too high to maintain. Provided offshore services have increased in the past few decades and it has been extended to countries like Poland, Costa Rica, Sri Lanka and others. This can save half of the operating cost of the customer care service and Creaghan Harry has concluded the same about call center services. As per the present scenario, seeking help from customer care service is not only about saving money, it also refers to providing power to the global economy.

Influence of the digital management platform

Unlike the past decades when call center operations were only dependent on phone calls, with the advancement in technology, other digital media platform has also come into being. They are email service, web chat, social media, SMS and smartphone application, video chat and others. Due to this expansion of the call center service, most of the enterprises these days are planning to seek help as external service centers. In addition, the business that has multi-channel support system enjoys more customer satisfaction. But it is impossible to enjoy this type of benefits when trying to setup an in-house customer support process in the middle of this competitive scenario.

There is another way that by seeking help from outsourcing call centers, the company is not only saving money but you have the option to work with flexible price options. The cost management procedure also helps to analyze the effectiveness of the company’s marketing campaigns. Thus, considering all this factors, a company should try to seek help from the best call center service.

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Creaghan Harry - Discussing About The Basics And Growth Of Call Center Service

Call center business came into being more than twenty years ago and have made a prominent place in the business world. With the advancement in technology, it has been easier for call center service to expand its business. In addition, it is also creating plenty of job opportunities for the job aspirants. The basic task of the call center offices includes receiving calls and solving the technical problem that the customers convey over the telephone. They are also known as call center agents who deal with both domestic and international clients.

Types of call centers

Call centers have different categories and some of them are enlisted further.

·         Contact centers – These types of centers help to contact with the client not just over the telephone but also via email service. In addition, the contact center is also responsible to take care of all the written correspondences including letters and faxes of the company.

·         Blended call centers –This is one of the best among all the categories and this can be expected to the kind of future call centers catering to the needs of the clients properly.

·         Inbound call centers – This type of call centers only take calls from the clients and one of the most common type that exits in the market.

·         Outbound call center – This is just the opposite of inbound call center in which it make calls to the customers and clients for sales or head generation.

Service provided by call centers

The services provided by the call centers are plenty and they are

·         Message services

·         Provides outbound marketing services

·         It also gives voice mail ordering.

·         It offers technical support service for the products of company.

·         It offers phone answering service.

Other than this, the InSo international call center provides various services in various sectors and they are technology industry, telecom sector, insurance, ecommerce and Retail, health industry, finance sector and travel and hospitability industry. This service of the call center makes it possible for the small and medium sized companies to afford the services. Seeking help from this call center service help to improve the efficiency and get increased profitability. Creaghan Harry, who is the founder of procall system dating back to 1990, initiated with the service by opening a service in San Jose.

Growth of call centers

The offshore call centers make it easier for the companies to concentrate on their core business and seek help about the customer service part from the call centers. The primary task of a call center is ensuring that the company’s call is properly handled. In addition, the call center also needs to ensure that the customers and clients are provided with proper service pertaining to any service or product that they wish to know.  The call centers are increasing due to corporate focus as they are trying to provide efficient customer service as part of business development process. Creaghan Harry is also of the same opinion pertaining to call center service.

Despite of rising competition in the market, emergence of different technologies, increasing consumer demands, varying economic climate, call centers are emerging as important instruments. In a way, it also helps to create value for customers and stakeholders of company.

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Creaghan Harry - Key Advantages Of BPO Enterprises Received From Outsourcing

The BPO industry is one of the domains that have undergone massive evolution in the recent years. The future of the BPO sector is quite stable compared to the condition of the industry five years back.The BPO industry is not legitimate to the business of core service providers, but it is also an enormous advantage taken by regular business people who can conveniently outsource their business nowadays. There are ample reasons for the progressing growth of the BPO industry and listed below are some of the critical justifications.

Limiting the budget is one of the most significant advantages

It is often difficult for a small business to conduct all of their affairs on their own because of the associated cost factors. This is one of the key reasons why they tend to go for services provided by BPO enterprises which are incredibly cost-effective and time-saving at the same time. According to Creaghan Harry, companies possess a vast range of choices when it comes to outsourcing services and responsibilities to BPO enterprises. BPO enterprisesliterally survive on business outsourced by clients and customers nowadays which is also one of the most significant advantages of BPO companies to expand in lightning speed.

Taking advantage of the human interaction

The statement mentioned above is one of the benefits that are often overlooked. It is a valuable aspect of BPO proceedings. Enterprises benefit from value-added services provided by BPO sectors through their pool of talented young professionals. These professionals have excellent knowledge regarding business dealings and providing methodical solutions to problems. Human interaction is crucial from which companies benefit in bunches.

The advantage of a customer-friendly environment

As per Creaghan Harry,BPOs always provide the customer-friendly environment. Customers are the foremost priority of the particular sector. A BPO can suffer heavily if it is not friendly enough in catering to the needs of the customers. There is an option through which customers can give his or her valuable inputs to the BPO companies. Companies monitor these feedbacks and check whether customers are given priorities. Certain BPO companies adhere to strict company guidelines for their professionals in relation to customer satisfaction.

BPO enterprise lets a company focus on their main motives of business

By taking off the load of the work, BPOs help companies to concentrate on their core fields of operations. This factor enhances the total productivity of the business. When you as a newbie in the area try to run a BPO business on your own, you are likely to undergo several pressures. There is always a lot of miscellaneous tasks and responsibilities that will tend to take off your attention from the core business responsibilities.When you outsource a particular business, you are likely to be free of several mainstream duties, with sheer expertise guidance and seek a large percentage of profit. So, this is one of the key reasons why the BPO industry is overwhelmed with the maximum amount of outsourced business more than any other sectors.

As gathered, the BPO industry provides a business outsourcer with full-fledged facilities and is one of the top choices for business individuals to expand their businesses.The BPO industry has been receiving northward improvement when it comes to business growth and expansion.

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Creaghan Harry - Responsibilities Of A Call Center Employee

Job roles of a call center employee are varied. Besides call handling, maintaining company standards and obtaining client informationare also duties of a call center employee. Through proper guidance and training, a call center employee can efficiently perform the duties.

Call handling

First and foremost duty of a call center employee is receiving telephone calls from customers and solving their problems with competence. This requires listening and problem-solving skills. Also a call center employee has to be lenient in terms of objective. An understanding attitude is preferred. Customer satisfaction is another important factor for success in call handling.

Generating customer’s interest in unknown products and services

It is not possible for the customer to remain updated on all the services and amenities that the company provides. So the call center agent has to take up the task to inform the customers about available and updated services appropriately during the telephonic conversation and subsequently generate interest. Through this, the employee creates revenue-generating options for the company and helps the customers by providing state-of-the-art facilities to him.

Obtaining client information

Sometimes it becomes a necessity to procure information that will be sent to clients tocreate successful marketing strategies, and that is why call center professional has to call individual customers and know their feedback. This also ensures quality customer services for the future.Creaghan Harry believes transparency is important in obtaining client information.

Follow up

The call center agent has to be very careful about follow up calls. He or she cannot bypass the responsibility of getting back to the customers if required. Sometimes the customers might not be available for the phone calls. The agent must ensure to call the customer again in some another time and mention to the customer that a phone call was made earlier, but it was unanswered. Whatever be the scenario, the employee cannot forget the importance of follow up calls. Creaghan Harry states some reasons behind the importance of follow up calls. They are customer retention, progress in brand consciousness and improvement in company-customer relation.

Maintaining database

It is also important to keep and update the customer future business conducts. Maintaining a logbook of day-to-day business is hugely beneficial in case there arises an issue in future. Sometimes the companies study these databases for providing better customer solutions.

Coordinate with offline service personnel

Some service requires involvement of offline staffs to provide service on behalf of the company. It may be that telephone line is malfunctioning, or a desktop computer is overheating. To solve these problems assistance of specialized technical staffs are required. To implement the troubleshooting mechanism, the call center employee gets in touch with the customer to enquire the convenient time when the technical stuff will undertake the operation. And after knowing the timing, he has to convey the same to the technical staffs. Also during the operation, he has to constantly keep in touch with the customer and the technical stuff.

These are the four basic tasks that a call center employee needs to perform. However, in certain situations, the job can get varied and complicated.

Creaghan Harry - Various Modules Of BPO Business Company

Business Process Outsourcing (BPO) is a method in which a specific set of work is contracted to an external service provider. In Business Process Outsourcing, the providedservice is cost-effective and time-saving. In this service, a third party service provider is called for to link between the business and customer.  Many occasion it is found that the task is complicated and needs to be performed in segments. Creaghan Harry thinks this is why BPO services use a hierarchical framework in their management.

The two primary sections of a BPO are the Back Office and Front Office. Seldom, one may find another part called the “middle office," but due to its minor significance this topic is not discussed here. Importance of Back Office and Front Office role is the following: if someone starts a business, it will be difficult to monitor every aspect of it. That is why the business owners outsource or farm out minor duties to BPO companies which they gladly perform and share the revenue with the parent company.

Back Office

In Back Office support, employees are required to conduct data entry, content creation and record keeping jobs. Because these tasks are the primary client tasks, companies prefer to keep the Back Office works separated from the main service modules. Examples of Back Office jobs include accounting, auditing, and other bookkeeping jobs.Back Offices can be centered in another location from the parent company. But recently, companies are taking Back Office more seriously than earlier making Back Office the highly sought-after jobs in current time.

Front office

A Front office employee deals with meeting with customers and clients once there arises an issue. Some easy tasks a Front Office employee performs are composing, printing and sorting emails. Sales skills are also often a prerequisite for Front Office jobs. The executives also need to possess a good listening skill to understand the customers' needs and suggest suitable solutions for them. They need to recognize whether a job requires outsourcing or not.

Structures, sizes, comparisons and interrelations of the modules

Running a BPO service is quite tricky as it requires managing different aspects of the organization. Creaghan Harry believes an in-depth knowledge of Front Office and operations is crucial to the success of the BPO. Sometimes, Back Office jobs are ignored in terms of their capabilities. But in truth, Back Office is vital regarding company's operation. As the Front Office jobs require public dealing, Back Office involves patient data collection of these operations. Sales and marketing departments are thought to be part of Front Office work.

Typical outsourced activities of a BPO company

Change Management and Governance is also vital to success in BPO. Finding new partners, preparing for new partners and cultural change are the tasks change management offers. A company requires an effort to earn consent. That is where management and governance come to solve the problem. Change Management and Governance are difficult things to grasp initially, but if taken seriously, they can bring impressive results.

Creaghan Harry - What Are The Advantages Of Call Centre Outsourcing?

It is always beneficial when you plant a seed in the same soil with someone, and the plant is taken care of equally. You might have come across the term business process outsourcing. It is a remarkable turning point for business individuals’ nowadays. In consideration that you own a business of a specific product; the call service outsourcing can bring you a fortune in several ways. The fact of owning and managing an in-house call Centre service can put you through several hassles and in taking of responsibilities.

As noticed by Creaghan Harry, establishing a partnership with telecommunication experts shall free you from millions of specific responsibilities and well as losses, such as catching up with expenditures for technology, constant head-on assistance and sales. If you are in continuous conflict with concentrating on your business and managing your private customer assistance Centre, subcontracting might provide you with a lot of benefits.

Decreased hiring and training costs

It is quite evident, and you can get reports from in-house call service owners, who are cautious of staffing and training issues as 30% of the final income is spent on providing quality training and infrastructure to the new hires. In fact, it is not possible to have active human resource facility for a stand-alone organisation. Creaghan Harry, the owner of the organisation, says that the loss of staff resources also depends on the entire hiring process. You can easily rely on your experienced partner andreach quality agents and experts at the same time.

Making huge investments in technology

It is not only important for you to spend and invest in the high-quality technology required for internal call Centre but also cover up for any sort of technical glitch or damage caused by employees. The BPO industry always demands high-end technology and devices, which can be entirely chosen and handled by the already established company.

Rely on previous experiences of service centers

If your business is shared via outsourcing, you will be filled with tactful and expertise advises which is not possible when managing it solo. There is a lot of privilege on looking back to past faults and bitter experiences and setting new regulations and boundaries. Establishing such policies shall prevent both the firm to face severe consequences. As stated by Creaghan Harry, the biggest of blunders are caused by the slightest of mistakes and can produce a huge amount of loss to the business. If it is the same in your case, and a disastrous scenario comes up, it can be handled smoothly and sensitively by the outsourcing organisation.

There is the immense number of advantages and facilities of call outsourcing among which some of the most useful ones have been highlighted above. Apart from the mentioned points, you can also get hands-on extra hour calling facilities with the minimum amount of distraction from your core business. Thus, they will be helpful in the pragmatic race of business and also definitely help you choose the best for outsourcing.  

Creaghan Harry - How To Motivate Your Call Center Agents At A Low Cost

The entire call center procedure, as well as metrics, requires being aligned along with the company's business goals. This is the trainer’s task to ensure that the trainers understand all these goals well and even how all process apply to these goals. Agents should be able to comprehend the mainstream applications used by the call center. Training materials should be presented in such a way, which is focused on what trainees need to achieve and let them to work through the systems in the realistic scenarios as well. Moreover, the post-test and pre-test should be administrated just to ensure the proper training and also decide how much trainees have learned during an entire procedure.

According to Creaghan Harry, working as the call center agent can be quite challenging and dynamic. Hence, the call center stress is quite common as well. Meeting the strict deadlines as well as maintaining quality standards, handling an enormous number of call volumes as well as satisfying angry and frustrated callers - yes, call center agents manage all of this and more. All of these job necessities also need to be met in real time and within the rules and confines of the call center.

The motivation helps the agents

Mentoring and Coaching – This will be quite beneficial to have the specific coaching plan in the place for employees as well. Spending some time as well as coaching employees will surely make them feel quite involved along with the organization. This is will also assist the right employees, become entirely well.

Praise in public- This is absolutely correct in private. According to Creaghan Harry, nothing in the world replaces some good compliments. They can provide the notion in which you believe that praising an employee may lead to the distraction and also over-confidence. So, make compliments, behavior specific, sincere, timely and public.

Be a psychologist- Every individual in your team has various personalities as well, so adapt accordingly. See things from their viewpoint as well as communicate freely. Be what you are, and you will see agents open up to you.

Delegate and share accountability- Give representatives a great chance to supervise. By rewarding your employees along with more responsibilities, you will involve them in the organizational web and boost employee recognition.

360 form of evaluation- Allow employees to assess you as well. Get the feedback from them and then improvise on the points they mention. So, make input as well as assessment the two-way procedure. If you act the information that you receives, so that will help the employees.

Increase Hierarchical Positions for the Motivation - Stretch the organizational chart by adding more levels of management to your call center structure. Try to add up to 5 or maybe ten degrees to effectively manage all agents. It will also encourage the procedure of promotion from one level to another. Motivating the call center agents is one of the beautiful things that you can do.

Creaghan Harry - Key Attributes Of A Successful BPO Trainer

The roles and responsibilities of a BPO trainer are much more different than that of a regular trainer. This is mainly because BPO trainers are responsible for training duties beyond core knowledge delivery. BPO trainers need to be highly skilled in specific areas when it comes to knowledge delivery as they often handle a dynamic group of learners. The BPO is one of the industries that comprises of various categories of the crowd from a vibrant cultural background. Therefore, it is highly crucial that trainers can be equivalently accessible and approachable by all candidates irrespective of their cultural background, age, and other variations. This article shall examine some of the critical characteristics of a qualified BPO trainer in a nutshell.

The skill of proper instruction delivery

The first and foremost thing is catering instructions to candidates. As per Creaghan Harry, the concept of instruction delivery in a BPO is way different than that of other disciplined areas. A qualified trainer will always keep in mind that candidates are like the newborn of the colossal organization and have minimum knowledge about its missions, visions, and values. Even if they are trained in specific areas, it is nothing unusual about the fact that some might not take the same quite sincerely. So, the training is needed to be carried about in such a way so that they can grasp the idea on a different level and consider it as a part of organizational values and ethics rather than mere information.

The idea of knowledge delivery

As per Creaghan Harry,the second most significant characteristics of a successful BPO trainer is the idealistic sense of knowledge impartation. Possessing knowledge and imparting the same are two completely different things and require distinct sets of skills. Individuals familiar with this field shall know that the BPO trainers are provided with certain guides and supporting tools to acknowledge, assess and respond to candidates accurately. A BPO trainer needs to through such tools and technology and knows the right way to utilize the same when needed. For instance, an individual applying for a BPO training position is often expected to have in-depth insights of MS Office, especially MS Excel.  

Valuing and teaching organizational ethics

Last but never the least, a BPO trainer need to be hyper-aware about the organizational skills, ethics and morals more than trainers in any other disciplined field. The BPO industry deals with priceless information and data of customers every day. Even the slightest of error can lead the organization to more significant risks and also entangled in legal disputes. Therefore, it is vital for a trainer and the entire training department to take the concept of ethics and values of the organization sincerely. This is mainly because; trainers belong to the talent transformation team.

Last, of all, a trainer also need to be armed with firm interaction and interpersonal skills to carry out the overall art of knowledge delivery in a training room that can vary in size. BPO trainers have to often tackle a large number of trainees all at the same time and often undergo complex challenges and overcoming the same with maximum adaptability is what makes a successful trainer.

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