The Important of FCR in Customer Service

FCR, or First Call Resolutions, is that part of customer service that records the number of calls that were resolved on the very first instance. Sometimes callers have to ring up the inbound call centre desk more than once for a single problem. A call centre that pays attention to the FCR percentage doesn’t allow a problem to lie. They make the best possible attempt to get it sorted out on the first attempt made by the caller. This has several advantages to it. Firstly, it reduces the operational cost at the answering service desk. Callers, when they find a solution to their problem, don’t call again with the same issue. So the BPO unit doesn’t have to pay for repeat calls.

Customer Service, Probably the best advantage of a high FCR is the customer satisfaction. Customers like your customer service when you manage to pin down your problem immediately. This attains two benefits for the telemarketing department. One is that the call centre agent can build up on the customer’s good mood to cross sell and up sell. Another benefit is that because the callers are happy with your call centre services, they will not think about moving over to some other brand. This keeps your clients happy and is fruitful for your business in the long run.

Additional Call Centre Services : Direct Mail Follow-Up

Helios Outsourcing is adding some new call centre services to its existing menu. These BPO divisions are derivates of what we already have. One of those new additions is the Direct Mail Follow-up Services. This is the process by which we nurture leads and bring them to sales. We follow up on every possible lead through emails to remind the contact about the product/service that we are trying to sell to them. The purpose of the email is to ensure that the contact remembers about your brand in spite of the busy life that they have to lead. A busy professional is more likely to forget a telemarketing call.

We must take into account that just like your brand wants a contact on the subscriber list, there are other Call Centres trying for the same goal. It will not be a surprise if your rival BPO company is contacting them as well! To stay ahead of this race, you have to be on the mind of the decision-maker. Our outbound Call Centre department shoots off regular emails as reminders about the conversation that led to the lead. We also rely on telemarketing calls to verify and quantify leads. It is our company policy to make sure we pass a list of verified leads to our clients.

Database Cleansing for Lead Generation

Lead generation can be a fruitful exercise only if you have a proper database. Database services are an important part of our call centre services menu. Helios Outsourcing employs quality database programmers. They help you cleanse your database from spam traps, bots, bogus email ids and also telephone numbers that are listed on the national Do Not Call lists. This helps the sales lead generation process to a great degree. It takes off all those email ids and phone numbers that are unproductive and only clutter up the database. Without these elements, your database becomes optimized and your lead to sale conversion ration improves drastically.

Helios Outsourcing can update and maintain a database with a high volume of data. Our BPO database programmers make it possible for our clients to access the database online and across all branches of their office. Our call centre agents monitor the database round the clock. We realize that the database is the key to successful lead generation campaigns. We are concerned about the safety of the database from external and internal threats. We have a proven track record to show how much we have been able to satisfy our clients in database services. We also offer technical support to different kinds of servers and data banks.

Short Guide for Telemarketing Agents

We are always writing about the BPO business. Today, let’s talk about the people who make that possible: the call center agents and employees! How can they improve their work? Here’s a short guide:

• Attempt the tougher part of the job first. Make those lead generation calls to the customers you think are difficult to tackle. Once you get those out of the way, you will feel less burdened to call the others!Telemarketing services is about concentration. When you are not working, listen to music or read books. Let your brain wander. That way, when you are back at the work station, you can deliver to the best of your ability.
• Exercise keeps the energy levels high. After working for long stretches at the call center, your body needs some release. Make sure you do some brisk walking for about 30 minutes in the morning. Indulge in some free-hand exercises, too.
• Your work desk is a reflection of your personality and state of mind. A cluttered desk confuses the mind and you end up mixing up your call center services. Keep the desk in order so that you know the sequence of your daily work.
• Keep meetings and other appointments in your schedule. Avoid last minute additions and modifications. Customer service or lead generation both happen to be jobs that have a time factor.