Diversification in Call Center Operations

Call centers have to diversify in order to survive. Projects in any one field are not enough to keep feeding a BPO firm for long. The way out is to take on BPO service projects in other areas as well. For example, the mortgage industry has been hit hard by the recession. There are hardly any clients or customers to carry out telemarketing services. The call center units doing mortgage projects have branched out to include retail and maybe even insurance in their clientele. As a result, they have a flow of projects coming in from different quarters. They are not running try as many of the telemarketing firms that have fallen under the same unfortunate slot.

The reason for diversification is different for Helios Outsourcing. Over here, we channel out to include more clients in our call center oeuvre. We are always looking for challenges and the opportunity to do something different. We believe pushing the envelope beyond the telemarketing sector. We have included call center services like social media networking and web marketing and search engine optimization.

We create and optimize websites for lead generation. Web 2.0 offers amazing opportunities for us to tap into. Our able team of BPO planners have their thinking caps on at all times. Their aim is to make our call centers go beyond the limitations that we are perceived to be in.

Investing in BPO Technology

Helios Outsourcing would choose smart work over hard work. We are a call center services provider that believes that the call center sector today needs tools. It’s not just about having quality telemarketing or lead generation agents. It’s about providing them with the correct and efficient tools to do something better than our rivals. That is why technology is so important for us. We make regular updates to the BPO service technology that we use and continually update that to make room for innovation and upgrades. Our answering service team is equipped to handle large call volumes without missing any calls. The hold time and other details are worked out through the web-enabled technology used by the inbound call center desk.

The technological investments that we do always find favor with the clients. Many of them hire us again after we are through a telemarketing or lead generation project. Sensing our affinity to cutting-edge technology, they also expand the call center services that they need. They take us on-board for help desk services and web marketing services as well.

Our technological weaponry also breeds ground for training the BPO agents working for us. We have extensive training sessions to make them comfortable with the use of equipments and software. These training sessions last a life time and build careers in the BPO service sector.

Lead Generation through Social Media

The social media networks are treasure troves of lead generation. Helios Outsourcing realized the power of the social media platforms well before it became such a rage with call centers. We have conducted sales lead generation for clients through Facebook and Twitter. The results have been encouraging and our clients were a satisfied lot. They could see the positive buzz about them on the internet through the mention of their brand names in discussions and forum posts. As a matter of fact, we have achieved success not by posting mere web-links and threads. Our BPO agents have made an all-out effort to network with the friends and followers that we have on our page.

Come to think of it, we have relied on corporate and personal profiles for lead generation on Facebook and MySpace. In the process of sales lead generation, we have taken care not to violate the norms and policies of these social platforms. We respect the privacy of the users on these platforms and steered clear of malpractices as such. It did not dent our reach in any way because our call center agents were always sure about their target demographics. We have our procedures for these social networks that are unique to our BPO.

Our clients have always praised our no-nonsense attitude to social media. We detest the practice of making empty promises to our clients and cringe back when we have to deliver. We set even expectations and meet them

For a Healthier BPO!

You might be thinking hiring a BPO firm lately. What with the customers becoming demanding, an answering system may be just what you need. But there are some considerations that you need to think of before you hunt out a call center. A major part of this consideration is what kind of telemarketing work you want the BPO service to do for you.

If it’s on a massive scale, you will need a firm that has technological back-up. However, if you need telemarketing services in a niche area, you might as well hire call center services that has done such projects in the past: a firm with skill and expertise.

Helios Outsourcing comes in handy exactly for these reasons. We have handled call center projects of all genres. That is why we have a wide experience in the telemarketing sector. The bigger names of the business have hired our telemarketing services and come out with a good taste in the mouth.

We believe they had a good experience with us because they have used our call center services later on as well and also recommended us to various other clients. We endeavor to work closely with our clients because we believe in tailor-making our BPO service to the needs and requirements of the clients.

Home-based Answering Service

The BPO sector has always been a mutating industry. Trends change here before they can dig in their heels and settle down! With the availability of faster internet at almost all places, the concept of working from home has caught on in the call center world. Answering service agents now have the liberty of working from home with just a computer and a high-speed internet. While this trend has not really found a favor with Helios outsourcing Services, we are a BPO service firm that never says never! We are keeping close watch on an interesting emerging trend: we noted that happy phone answering agents make for happy customers as well. When the agent feels good about working from home, that good feeling translates to something positive when they are interacting with the customers.

Home-based answering service agents have some factors going for them. Generally the more experienced and matured phone answering agents take on the task of working from home. So, the call center can get the chance of working with someone who knows the job well. BPO agents also produce more when they are working from home. That is so because they are not distracted by the buzz of activity around them in the office. They also save up on commuting time. Such agents also tend to stick to a particular BPO service firm. They do not change jobs once they get settled. If you consider the agents working from the office, they have this tendency to look for a change every now and then. The retention rate is much higher for work-from-home agents.

Helios Storms Social Media

Helios Outsourcing has stormed social media platforms by achieving what no other call centre outsourcing firm has done anywhere in the world. In just 20 days since its launch across social media platforms such as Facebook, Twitter & YouTube, Helios has superseded what every single Outsourcing Firm has achieved around the world.

Facebook, a social networking website launched 6 years ago and boasting of over 500 million members was Helios Outsourcing’s first focus. Through its dedicated brand URL www.facebook.com/heliosoutsourcing Helios created an engaging page encouraging the call centre community from around the world to participate and join in a social networking community. With fanbase being a clear indicator of a brand’s success on the social platform, Helios stunned everyone by acquiring nearly 5,000 fans in just 20 days! The number of fans Helios now has is second only to oneoutsourcing firm – a global conglomerate with over 125,000 employees proving that size doesn’t matter as much as substance.

Twitter, a social networking and microblogging website having over 100 million users was Helios Outsourcing’s next focus. Sometimes described as the SMS of the internet, Twitter’s famous for brands to engage with the general audience using brief and concise updates and messages. Once again, Helios made a significant mark on Twitter by acquiring over 5,000 followers in just 3 weeks – The highest for any Call Centre Outsourcing firm or Call Centre Consultancy firm around the world.

YouTube, a video sharing website created about 5 years and home to over 1bn videos is a great platform for brands to engage with their target audience through motion pictures – the time tested process. Helios created specific content targeting a variety of audience including Indian Call centres, those looking for Call Centre Jobs as well as Call Centre Outsourcing professionals. Through a range of professional videos as well as humorous and entertaining staff videos, Helios’s YouTube channel recorded more views than the entire Call Centre Industry. At last count, there were over 30,000 views recorded for all of Helios’s videos in total.

Overall, Helios’s presence on the social media platform has taken off to a fantastic start and with the support of our now loyal fans and followers, we intend to achieve what no other call centre has ever achieved before.

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