Rise of Omni-Channel and Workforce Optimization in Telemarketing Call Centers

With technological advancement and the influx of modern communication channels, the communication gap between people has ended in a dramatic manner. Today, the meteoric growth in mobile apps and smart phones has changed the face of modern business environment and the way consumers conduct business with an enterprise. Modern customers can easily get in touch with businesses anywhere, anytime. Thanks to the multi-channel environment that makes things quite easy for customers to get access to businesses. Remember: An omni-channel experience conveniently enhances the customer journey and serves as a differentiator in order to make customers feel happy and satisfied and give business enterprises an edge.An omni-channel is known for rendering customers a consistent and high-quality experience. It is a great tool to get connected regardless of how and where customers choose to interact. Moreover, omni-channel can make a real difference for the following:
To ensure that data and context from initial contact carries over to subsequent channels
To reduce customer effort
To improve the customer interaction
To enable the business to improve the customer journey.
That is why call centers need to be equipped with modern communication tools and techniques that make a better interaction and allow customers get connected to the contact centers 24/7.Like the omni-channel environment, workforce optimization can also be a great differentiator. It is nothing but the call center workforce that makes things happen and gives customers what they want and expect. As call centers are becoming the ‘face’ of the organization, the responsibility of the workforce becomes more important. Being the first touch-point for the customer, workforce puts a significant impact on the customers’ perception of your business. The workforce is also the mainstay of any call center and it generally accounts for 2/3rd of the operational costs. That is why call centers of all sizes and type need to put their focus on a well implemented Workforce Optimization (WFO) program that not only brings down cost-to-serve but also effectively improves overall productivity.To lead the market and offer customers their choice output, telemarketing call centers need to increase their focus on customer experience as it will allow them to reduce costs, time to market, and gain prominence in the least amount of time.If you are an outsourcing company and want to hire the best call center that can make a real difference to your businesses, then you must go for a leading name that prefers workforce optimization and multichannel environment in order to overcome all expectations.

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10 Reasons It’s Still Great To Be A Telemarketer!

Every year, a survey is published that lists the nation’s best occupations as perceived by the general public. Supreme Court Justices appear in the top ranks, and as you might expect, surgeons make the cut–but why not telemarketers?Before you dismiss the idea, consider this fact: Many of the most accomplished people in business today got to where they are because they learned to Reach Out & Sell SomeoneĀ®.For instance, billionaire David Geffen, fresh out of the mail room at the prestigious William Morris Agency in Beverly Hills, made as many as 300 calls a day to build his portfolio of clients. One thing led to another, and this powerful mogul, founder of Geffen Records and partner in Dreamworks Studios, rose to the very top.Of course, telemarketing wears many disguises and uses various names. Stockbrokers and financial advisors are phone-folks, developing their books of business this way. In fact, if you look at many successful people across the economy, one of their greatest strengths is the ability to project their influence over the phone.Here are ten reasons I believe telemarketing is a great job:1. You can find work, fast, in nearly every city, in any economy, good or bad.2. It’s a great place to start your career, because you don’t need a lot of formal education or experience to qualify.3. You can do it part-time, while you pursue your studies, parenting, your real passion, semi-retirement, or another career.4. Depending upon the compensation package in effect, you can earn full-time money for part-time work.5. You’ll learn to communicate with different kinds of people and meet and converse with more individuals in a year than most interact with in a lifetime.6. You’ll learn what selling, and practical persuasion skills are all about.7. The techniques you’ll learn will be easily transferable to other occupations and careers.8. You’ll have to deal with and overcome rejection, which is an ability that will take you far in life. (See my article: “Thanks For The Rejection!”)9. Your contributions will be objectively measured and compensated, unlike in many other jobs.10. You’ll succeed where most fail, and many fear to tread, and this will make you a very unique and rare individual.I began my business life as a full-time collector for a finance company. Then, I graduated to outbound telemarketing for Time-Life Books, which promoted me to sales management, and then I
launched a consulting career over the phone.So, the next time I want to build my portfolio of clients, establish strategic relations with other firms, or sell my
latest bestseller to a major publisher, guess what tool I’m going to use!Dr. Gary S. Goodman Ā© 2005