Some of the technologies we use on a regular basis include speech recognition and speech synthesis software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, and many other technologies to improve agent productivity and customer satisfaction.

Technology enables InSO too…

These technologies enable us to offer quality CRM (Customer Relationship Management) services, toll free customer support lines, online web chat, email support, interactive voice response (IVR), appointment scheduling, and a 24-hour helpdesk support. Our outbound call center is able to take complete care of customer acquisition, lead generation, collections, credit verification, appointment setting, and data collection.

InSO’s call center functions on the latest technologies and call center software. Our processes integrate advanced features such as soft phone, predictive dialer software, ACD, CTI, IVR, Fax on Demand, voice logging and call blending among others to provide our customers a seamless transition process. We make call center outsourcing more responsive to real-time customer needs with the use of powerful network-based routing systems with voice over Internet protocol (VoIP) and speech recognition technologies.

InSO Understands the Importance of a Skilled Workforce

The success of technology depends entirely on the skills of the human beings who run it. People are the key and the most vital piece of the puzzle to any organization, without people there would be no company. The difference between a badly made call and a perfect call is the person who made.

The call center team at InSO continues to be the heart and soul behind our success, without our dedicated team of highly skilled call center representatives, we would not be in operation, nor would we be as successful as we are at present. Our team uses all the latest technology that InSO and the call center industry has to offer, so that they are able to carry out effective call center recruitment, continued call center and product based training, culture sensitization, programs for agents, technology updates and constant appraisal and feedback.

In order to meet today’s demanding call center requirements InSO has developed substantial technology capabilities, including Internet enabled workstations for today’s multi-channel contacts.

Our technical experts are specialists with multiple years of call center technology experience and are focused on program requirements, accuracy, quality, and system’s effectiveness. InSO’s technology is state-of-the-art, giving you the leading edge in your customer program.

To receive more information on InSO’s call center services, you can call our friendly call center staff toll free on (800) 788-8299, or you can receive a free no obligation quote by clicking here.

The process of appointment setting can only be carried out by trained professional sales people. The training and experience of a sales expert is the key when it comes to closing sales, and anything less than professional will result in loss sales and loss of confidence in the company. The same goes for arranging interviews, meetings, and leads.

Now, most appointments are made when interacting with business people and prospective customers at trade shows, events, or advertising campaigns. This allows genuine interest to be created in your product or services you have to offer. Once a genuine interest has been created, it is then down to the gift of the gab of the sales person to close that sale or to arrange that important meeting. This part of the process is vital and a highly skilled and experienced sales person is the ideal person for the job.

Some of the services that are offered in appointments include:

• Calendar management
• B2B/B2C Appointment setting
• Client visit appointment
• Making business and personal reservations
• Invitations

In the past, a busy company employee or MD would have had to carry out all these tasks themselves. Carrying a huge amount of data around with them, and forgetting about other vital tasks in their company. But now, thankfully, these services can be outsourced to providers worldwide. Allowing you to concentrate on various other business functions which are vital to your company growth.

If you’re a small company, don’t fret, you can just pay for what appointment setting requirements you need, allowing you to compete aggressively in what is deemed to be a competitive industry sector.

Now, even though an appointment has been set, there is no guarantee that these leads/prospects will become customers. This can be very damaging for your company due to the wasted time and resources that have been involved. An appointment setting company must be able to deliver a highly interested prospect to you, or even close the sale themselves. Vague promises and slightly interested prospects are no good to you or your business, so to prevent wasting your time, your provider must deliver genuine prospects.

For the considerable future, it is only the most qualified and experienced service providers that can pull this off. As the business people will only really take notice of the results.

The timing of the appointment setting is the most important factor. A company that has only just begun trading may not be as likely to do business with new software or machinery due to the risk factor, whereas a more developed business would be more incline to pursue new avenues. In time the less developed business may look to improve their current system or operations. So you see, the timing of a sale is vital, and only an expert appointment setting provider can deliver what is required.

InSO is rated the best inbound call center, contact center, call center outsourcing in the industry. We strive to meet your requirements. Call us today to find out how we can put our best resources at work for your company.

The agents at InSO realize that speaking is a skill and there are certain techniques that have to be practiced in order for a telemarketing call center to be successful. The agents at InSO are experienced and skilled at the 7 aspects of successful telemarketing.

1) InSO call center agents are motivated – motivation is the key to successful telemarketing. Motivation can determine whether or not a telemarketer speaks in a professional manner with customers.

2) InSO call center agents have excellent product knowledge – in order to sell the product you have to know the product. The more product knowledge the agents have, the better the closing ratio of your sales tend to be. Rest assured that InSO call center agents will have the answers to your customer’s questions.

3) InSO call center agents know the call format – from start to finish, our agents know the format and the plan inclusive of:

• The introduction
• The description of the product
• The price of the product
• The value of the product
• How to order the product
• The closing of the sales

The agent knows the telemarketing script and the proper ways to take advantage of it.

4) InSO call center agents always portray the proper attitude – your customers will never have to deal with an agent that displays a poor attitude because they know that the key to success is professionalism and information.

5) InSO call center agents know the customers – when developing a telemarketing relationship, there are a number of things that you need to be sensitive about with the customer. Knowing when to call and not to call is a big issue and our agents take careful notes so that people are not called at the wrong time. They also never try to sell the customer anything that they are not interested in.

6) InSO call center agents actually visualize their success – they know that if your business is not successful that they won’t be either. They set personal goals based on your company’s needs and then work towards achieving them. By sharing the vision that your company has, they help you achieve productivity and profitability.

7) InSO call center agents enjoy being successful at the job they perform for their clients – the successful telemarketer will take the time to enjoy their successes, because they know that they have earned it. They also realize that by being successful, you company is successful also. It is a win-win situation.

Telemarketing call centers will generally keep up with industry trends and employ the necessary technology so that they are always proactive — not reactive. By being highly dependable, a telemarketing call center provides your business with the productivity levels and cost-effectiveness that you demand from such an entity.

The benefit of using InSO for your telemarketing call center needs is two-fold in that they provide you with onshore quality service, while maintaining an offshore presence. Outbound telemarketing is handled best by an onshore call center, whereas inbound calls are handled best by an offshore facility. Since InSO provides both aspects, you are afforded the best of both worlds where your telemarketing call center is concerned.

International Services Outsourcing (InSO) is a leader in the BPO industry and can help your business achieve its goals, namely increased productivity and profitability. Contact us today so that you can see how InSO delivers on-shore quality at offshore affordability. Please visit our website at www.inso.us and let us show you why we are your “One-Stop-Shop” outsourcing center.

InSO can boast a team of highly trained call center representatives, who are individually trained to meet our high level standards set forth by our. Our inbound and outbound call center services can significantly decrease your company’s outgoings and save your company precious office space and time, therefore increasing the efficiency of your business.

Our Call Center Services

Our team of highly skilled call center staff will take the information required from your consumers and provide them with the in depth answers they require. If at any point a enquiry cannot be answered by the operator on the call, we have several tiers within out structure that allow us to pass matters on to technically trained staff regarding your services or products. So you can be sure that any situations will be resolved with considerable ease, efficiency, and professionalism.

Our call center services also includes a 24 hour telephone, email, and live chat service, which is an excellent way of handling enquiries, specifically if your company deals in different time zones. Having a highly trained call center rep on hand 24 hours a day increases sales and improves customer performance, and this has been one of the catalysts of our award for the best performance call centeraward in 2007. As we continue to achieve the considerably high standards set out last year, we are in a great position to win the award again this year.

The Importance of a Professional Call Center

Having highly trained and professional staff on hand 24/7 not only increases your customer service levels and sales, it also increases the brand name of your company. Our reps can work to a message previously outlined by you (after all, no one knows your company better than you do), or we can work with you to come up with a message that sells.

As we will be highly trained and knowledgeable in all aspects of your business, any consumer that reaches one of our calls center reps will assume that they have reached your company directly. If a situation needs your immediate attention, all of our calls are screened, so we can transfer any urgent calls to you if necessary.

The Benefits of using InSO’s Call Center Service

• Team of professional highly trained staff on hand 24 hours a day
• Cost effective call center solution
• Increase your companies efficiency in other areas
• Increase your sales with our highly skilled sales team
• The ability to customize and tweak your message to improve customer experience and sales conversions

Here at InSO, we have been operating for over 7 years, and we have worked to achieve a combined profit of $500,000 with the companies we have worked with. Our highly professional call center solutions are just what your company needs to give your profits a caffeine injection.

For more information on our professional call center services you can call us toll free on (800) 788-8299 or click here for a free quote.

Understanding what the customer feels about your organization is vital. The only way to do this is through customer surveys. These surveys have to be undertaken by the call center itself so that an understanding of the customers’ feelings towards the companies calls center procedures. Now, there are several customer satisfaction surveys carried out on a regular basis, these can be on products, shipping, or the price of individual items, however it is absolutely vital that a survey is carried out with sole aim being call center experience.

Types of Survey

Monitoring external call center metrics involves:

• Periodic Surveys – Periodic surveys are carried out to retrieve the customers feelings towards your company overall. The results can be used to determine which areas of your organization may need a little work on to improve them.
• Transaction Surveys – Speaks for itself really. Here you find out how the customer thought their transaction was dealt with. These will need to be done shortly after the transaction has occurred so that they can be effectively evaluated.
• Specific Purpose Surveys – If your company requires answers regarding new implementations or procedures, or if you would like to know the customer perceptions about a particular area of your business, then these are the type of surveys you need to be conducting.

Steps to Implementing Customer Satisfaction Surveys

1. Purpose of survey – Here you determine what the sole purpose of the survey is. In particular you are looking to answer; what is the motivation behind the survey, who is going to take part, what your desired results are, and what will you do with the results. The purpose should be written out in detailed fashion so that you have a specific plan to refer back to and keep on track.
2. Cost involved – A determined project cost is also developed in the planning phase. To come to a specific amount here you need to look at what the costs of staff wages will be; the software/technology needed; telephone call cost; the training needed; and incentives for customers to take part in the surveys.
3. Scheduling – It’s important for any project to plan out the approximate time it will take for each phase, so that you have a plan to work to throughout. Here you should consider such tasks as project planning, questionnaire design and implementation, review of questionnaire, survey results review, data analysis and reporting.
4. Development of the questions – It is important to look at what results you require from the survey first before you begin to design it. Work backwards here and review several times, as it’s vital that your customers understand your survey and you get the results you need.
5. Administration of the survey – The ways to deliver customer satisfaction surveys have changed in recent years. The most popular used to be traditional paper based questionnaires, now a high percentage of surveys are done through telephone, e-mail, or online. You need to determine which way would be best to administer your survey to your consumers.

InSO has over 70 fully trained call center executives. Each of them has over 3 years experience and training in the field. They undertake campaign training before assigning any new campaigns to them. They are trained on everything including the products, company information, business policies, targets, delivery policies and more.

If you would like more information on the offshore phone support services InSO offers please call 800 788 8299 or click here for a free quote.

Specialising in industries that deliver top of the range products and services (in particular technology industry), InSO call center providers offer a vast array of technical support and call center services. We focus on delivering complete customer satisfaction through measurable results and unrivaled dedication. Our team of expertly trained technical support staff have the ability to provide excellent technical guidance on a variety of products and services through integrated multi channel platforms. Our call center support team are trained to tailor technical support campaigns around the objectives and requirements of your business. We also continually monitor any possible product development opportunities and service improvements based on the reviews and analysis of our team’s feedback and caller behaviour.

Tech support call center services include:

• Troubleshooting calls
• Software problems
• Internet service problems
• Computer hardware problems
• Up-sell/cross-sell programs
• Corporate help desk support
• Warranty or post-warranty support

Technical Support Quality Checks

InSO’s tech supports’ quality is assured. Our system has in place several quality procedures to maintain efficient technical support services. We have in place strict quality measures such as inbound and outbound feedback systems were the performance of our call center team and technical support services are monitored frequently. We have instated a customer care program that helps our representatives improve upon their skills and highlight any weaknesses they may have. Many of our multi national clients have instilled the exact same performance procedures within their own organisations such is the effectiveness it has proven.

We develop evaluation forms with our clients to ensure we are rating your service representatives on all pertinent criteria during customer contact. Keeping abreast of the trends and tendencies that become apparent through the use of our program ensures we are running a highly effective and efficient operation for each of our clients. The result of our rigorous Quality Assurance means Accurate Data Capture and a superior inbound call centers customer experience.

At InSO (International Services Outsourcing) we understand the need for quality technical support services. That is why we have a full team of dedicated and highly skilled tech minded staff on hand to you 24 hours a day. If you would like to speak more about the tech support services we can deliver call our friendly professional team now on 626 531 6080 toll free or you can click here for a free quote now.

How to choose the best Virtual Assistant

Outsourcing tasks to virtual assistants is the norm these days, but it does come with that element of risk. Finding the right virtual assistance help can be hard, as often the virtual assistants do not possess the right skills or provide the right qualifications. Below are some of the points that are important when choosing the right virtual assistant for your outsourcing tasks:

1. Check a Virtual Assistants Competence – Since virtual assistants are generally from all over the world, their presence, experience, and skills are not always clear to you. You must be able to find something about the virtual assistant online somewhere. A good sign of their professionalism is whether they have a website. If they have a website there is a good chance that they also have a list of testimonials or a portfolio of previous work they have carried out. You can also find clues of their competence after looking at their website presentation, content, concept explanations, organization, and grasp of English language. A general view of their site and you are able to determine whether or not the virtual assistant is serious about their work and their business.
2. Skill Check, Attitude Check, and Expertise Check – Once you have been able to determine their online presence and you are satisfied with your findings, it is time to look at the expertise, skills, and attitude of the virtual assistant. This can be done either over the phone or by meeting the virtual assistant in person. Things to look for include how the person replies to your enquiries, is he professional and confident yet friendly over the phone, etc.
3. Check for Professionalism – It is important that your virtual assistant delivers services on time and with a certain amount of professionalism. They should also be able to produce a certain amount of confidence in what they are talking about. The client and the virtual assistant should both have a good understanding of the modality of work, processes involved, services provided, and the values, objectives, and expectations of working together.
4. Personality Check – If you are to rely upon the virtual assistant with your business, he should be capable of handling the processes of the business he is carrying out. Things to look for here are the confidence of the individual, articulation, trustworthiness, and how well the client interacts with you. Listening intently, showing a genuine interest in the work, curiosity in the business, being smart and purposeful in his questions are all things that you should be looking out for.
5. Experience check – Things to look out for here include testimonials, pricing, competitiveness, and presentation are important aspects when selecting the right virtual assistant for your company.

InSO can handle your virtual assistance needs in a cost effective and efficient manner. We have been providing a variety of excellent services to multi national corporations for over 7 years. If you would like our award winning team of virtual assistant executives to look over your requirement we’d be happy to talk over the phone toll free now on 626 531 6080 or click here for quote now. No job is too big or too small for us at InSO!

Some of the virtual assistant services we offer include:-

Graduate Assistant: Internet Research, Data entry, Collecting contact details, Customer service, Accounting, Order Management, Invoicing, Recruiting, Presentations, Spreadsheets, Documents, Emails/Calls, Blog/Forum Postings, Transcription, CRM or Database Management, Property listings, Resume writing and Job applications, Personal Tasks, appointments, travel booking,

MBA Assistant: Business Plans, Market Research Reports, Competitive Analysis, Executive Summary Writing, Project ManagementWeb & Internet Assistant: Website Design, Logo Design, Internet Marketing, Search Engine Optimization, PPC management, Web 2.0 online marketing

Specializing in industries that deliver top of the range products and services (in particular technology industry), InSO call center providers offer a vast array of technical support and call center services. We focus on delivering complete customer satisfaction through measurable results and unrivalled dedication. Our team of expertly trained technical support staff have the ability to provide excellent technical guidance on a variety of products and services through integrated multi channel platforms. Our call center support team are trained to tailor technical support campaigns around the objectives and requirements of your business. We also continually monitor any possible product development opportunities and service improvements based on the reviews and analysis of our team’s feedback and caller behaviour.

Tech support call center services include:

• Troubleshooting calls
• Software problems
• Internet service problems
• Computer hardware problems
• Up-sell/cross-sell programs
• Corporate help desk support
• Warranty or post-warranty support

Technical Support Quality Checks

InSO’s tech supports’ quality is assured. Our system has in place several quality procedures to maintain efficient technical support services. We have in place strict quality measures such as inbound and outbound feedback systems were the performance of our call center team and technical support services are monitored frequently. We have instated a customer care program that helps our representatives improve upon their skills and highlight any weaknesses they may have. Many of our multi national clients have instilled the exact same performance procedures within their own organizations such is the effectiveness it has proven.

We develop evaluation forms with our clients to ensure we are rating your service representatives on all pertinent criteria during customer contact. Keeping abreast of the trends and tendencies that become apparent through the use of our program ensures we are running a highly effective and efficient operation for each of our clients. The result of our rigorous Quality Assurance means Accurate Data Capture and a superior inbound call centers customer experience.

At InSO (International Services Outsourcing) we understand the need for quality technical support services. That is why we have a full team of dedicated and highly skilled tech minded staff on hand to you 24 hours a day. If you would like to speak more about the tech support services we can deliver call our friendly professional team now on 626 531 6080 toll free or you can click here for a free quote now

Now, up-selling simply involves cross-selling items that obtain a higher profit margin or higher value. A company’s sales strategy should always involve cross-selling and up-selling to increase their sales revenue.

There are several ways to encourage customers to buy additional products:

• Responding to the customers needs – It is important when cross-selling that the agent the customer is talking to is friendly and easy to talk to. In the majority of cases, a customer agent is tied to a script which they have been trained to use, this can often be frustrating to the consumer. The agent has to be polite at all times, and answer every question fully and correctly. This makes cross-selling and up-selling easier, as the customer responds better to an agent they like.

• The agent’s knowledge of the product – A sales agent must be highly knowledgeable on the product range they are selling. This is very important. The agents have to be able to explain to the customer (with some conviction) why they need the product, and why they should pay more for it. Why should the customer buy x instead of y? They should know all this so that they can convince the customer and successfully cross-sell their products.

• The advantages of the product – Most of the time agents fail to fully explain to the customer the advantages of taking such an offer. It is important for the customer to be able to visualize how the product will be useful for them. Give them the best mental picture possible for the product you’re trying to cross-sell. A customer will tend to get excited when they can actually picture what it’s going to be like using the product. Once a customer knows what they are getting, you can then go in for the cross-sell or up-sell.

• The cross-sell and up-sell technique – After taking down customer details, talking about the main product, and the cross-sell and up-sell, the customer may tend to feel a little overwhelmed by all the information. If the customer rejects the cross-sell or up-sell, there’s a very good chance that they will reject the main offer all together. So to prevent this, talk about the main product first of all, and get them to buy that. Then take down the caller’s information before offering them the cross-sell/up-sell. This way they will be more incline to go in for everything.

InSO have great experience in selling, as we have the pulse of the audience, professionally trained staff, and we always exceed the client’s expectations on cross-selling campaigns. Call our team of experts now on 626 531 6080, or click here for a free quote for our offshore order taking services.

Here are some of the best call center technologies your business can’t do without:

1. ACD’s or automatic call distributors/dialers – The most important of all call center systems. Every call center requires a system that automatically deals with and processes incoming calls and outbound calls. ACD’s are the core systems behind a call center, and all other systems and software is designed to compliment these.
2. Call center servicing software/application – This is used to store any data regarding a call or consumer so that they can be easily accessed in future dealings. Every call, email, letter, and fax relating to consumers issues whether received or sent, should be recorded here.
3. A CMS or Campaign Management System – Here you can store data relating to customers contact details etc. Having these on hand within an ordered database allows call center staff to easily access this data when attempting to contact the customer. The higher end CMS’s allow representatives to record how customers responded to any particular campaign.
4. Call recording systems: All sales contact centers and many customer service environments – inbound or outbound – require recording systems to capture all interactions so that they can be replayed if there is a question about an interaction. Some organizations just capture calls; others capture both the call and related screens used to service the customer. The most sophisticated recording systems capture all interaction types, not just calls.
5. IVR’s or Interactive Voice Response Systems – IVR’S automate the process of dealing with customer calls, allowing them to answer questions to interactive software instead of pushing buttons. If your company deals with a large volume of calls per day, or if there are several departments within your organization, it is important that consumers get through to the right person without delay. IVR’s are cost effective, efficient, and convenient for your customers.
6. Quality Management Applications – These are used within inbound call centers to monitor and analyze the performance of individual call center representatives. They are reasonably critical for call center improvement, and they are becoming more and more popular with outbound call centers too.

The above systems and software are used in the majority of call centers who consist of 250 personnel or more. There are several other call center software that can be used, however, these are not as critical to success as the ones laid out above, but they do still have a good affect on the performance of a call center. And they are relatively cost efficient to implement too. Just some of the software includes:

• Customer survey software
• Email response software
• Help desk support
• Call center coaching software
• Speech analytics

Call centers require a lot of technological systems in place to run at an optimum efficiency. Technology is the backbone behind a successful call center, but the agents are the soul. Without the agents none of the technology would be useful.

InSO is a performance based call center operation that deals with a variety of outsourcing activities. Our call center was voted the best performing call center of 2007 due to our cost effective solutions and results based service. For more information on how we can increase the profit and efficiency of your business call now toll free at 626 531 6080 or click here for a free quote.