Category Archives: Call Center

India’s scam call centers get in trouble

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A call center in India was telling people in the United States that they were in trouble with the IRS for tax evasion or tax fraud. Luckily, I know that the IRS writes letters and doesn’t email or leave voice mail unless you have a personal relationship with a particular agent. the US Justice Department claimed that people had been scammed out of $300 million with this scam.

There were 20 people arrested in American and India did several raids to arrest several dozen in India regarding this scam. The individual knownn as “Shaggy” who allegedly masterminded the entire scam has taken refuge in the United Arab Emirates — out of reach of Indian authorities.

Meanwhile Indian authorities have seized an Audi that the alleged mastermind Thakkar gave to his girlfriend and are looking for other assets.

The main technique used during the scam operation is typical. They bullied Americans with threats of arrest, jail, confiscated assets, and more. The IRS threatens to confiscate assets, but I have not heard of them threatening people with jail time unless their Attorneys have reviewed your case and a serious case of fraud has been proven such as in the case of the famous gangster Al Capone from decades ago. The government couldn’t find enough dirt to jail Capone on his criminal activities, but were able to bust him on tax evasion of all things.

Maybe this scam call center should get a written testimonial from Al Capone (no longer living) to prove that real people do get jailed for evading taxes.

The moral of the story here is to be on the lookout for scams from India. But, there is tremendous dishonesty right here at home too. Most Americans have their bristles up when someone tries to scam them and are even suspicious of you when you are not trying to scam them. It is that occassional person who is not registering that they are being taken advantage of that the scammers capitalize on. Make sure that person is not you!

If Trump taxed Filipino call centers at 35%, would quality change?

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You get what you pay for, right? Wrong!
Sometimes you pay more for a service, but get worse service. You won’t be using that service much longer, right? Service in the Philippines for call center work is not always that professional. Agents quit their jobs after a few months on a whim as a matter of practice. People do not answer emails consistently. You find broken links on websites and other aspects of unprofessional business. I had an interview with a call center and I couldn’t hear them because the phone line they were using was not clear. If you specialize in communication, why can’t I hear you properly?

Trump would love to bring jobs back to the United States. But, if an American company charges $40 per hour for call center services and you can get someone in Manila at $7 at a company or $2 if you hire them directly, why would you pay $40? Even with a 35% outsourcing tax, $7 becomes $9.45. If you charge $9.45 you need to have higher standards. And if that price went back down to $7 you might keep those standards now that you have made a habit of them.

The Filipinos need to learn that their sloppy business behavior needs to change. As long as they get endless supplies of work thrown at them, they will not learn to be better. In fact, they have too much work in the Philippines. So much work that people quit on a whim. This is a problem. They need to face a severe work shortage in the Philippines so that they take work more seriously — and Trump’s tax might do exactly that.

There are other factors that could force the Filipino outsourcing culture to change. The minute India decides to run their call centers better and treat customers with respect, the Philippines will be in huge trouble. India’s disrespect and bad manners was Manila’s blessing as Filipinos have very good manners as a culture. The Philippines sucked up almost all of India’s call center business as big companies wanted manners. But, with competition from Africa, South & Central America and Eastern Europe continue, there might be big competition for call center jobs. It is just a matter of time, but the world will go this direction.

Overflow Call Centers — worth the wait?

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There are many overflow call centers out there. The problem is that not all of them have the skills as the primary call center. In fact, some of them don’t have any skills at all other than to babysit clients as they wait. What good is it to transfer your clients to the Philippines just to have them wait? You might as well have an online system to help answer their questions and make payments.

One idea that is popular these days is to have automated systems, but to have a rep guide people in navigating and using the online system. It is sort of cyber-babysitting if you like. Some reps are in a hurry and take you to the first page of the system and then say, “Gotta go.” But, for people who are not familiar with your system, walking people through from beginning to end is helpful. That way, the next time they need help, they will be confident about using your online system as it would be a habit they feel comfortable with.

But, what about training overflow call centers to do basic Q&A. You could create a database of common questions and answers for them. If that is too hard, just stick to the most common twelve as that will get a huge chunk of your customers taken care of without having to be transfered. It doesn’t seem like rocket science to have your overflow people do payments as that doesn’t take hardly any skill at all. You just need to be able to repeat names and numbers as well as expiration dates.

A little training wouldn’t kill you but would make your customer’s lives much nicer. So, make your overflow call center a little more skillful. Instead of building a better mousetrap, build a better cybersitter.

Here are some nasty things call center agents do

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I am reading how one very mean call center agent handles his problems. Some agents are tired of dealing with rude clients. But, it seems to be a common theme that police officers, administrators and call center agents have unkind ways of dealing with people they are sick of.

1. If a customer is rude, the agent would soften his voice. The more rude the customer became, the softer the agent’s voice would become.

2. If the customer demands rush service, put them at the back of the line.

3. If they are complaining angrily about verification steps, he adds a few extra steps.

4. Regardless of how many times they have called in, he starts at the beginning of the troubleshooting process — is your computer turned on? Is the electricity working in your building? etc.

5. If the customer is screaming, that is an opportunity to unplug the connection and blame it on internet faliure — ooops!

6. A few good open ended technical questions will make an angry customer realize what an idiot they are without you having to tell them.

7. When they interrupt me, I stop speaking until they are forced to ask if I am still there.

As an admin person myself, I am tired of rude clients over the phone. I have several ways of penalizing bad customers on one of my directories. I keep track of their poor communication skills or anger in a database. I keep track of who asks me to repeat regularly, who cannot answer a question without telling me far too much inconsequential information, who argues, who doesn’t know what they are talking about and who gives roundabout vague answers. I also keep track of who refuses to talk to me and who refuses to answer simple questions.

We all have our ways of getting back at bad customers. But, as customer service people, we are in business to help customers and not help ourselves. So, try to be nice to people even if they aren’t willing to be nice to you.

Call Center Directory

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What is the best call center directory and what makes it the best one?
The best call center directory will by default have the best call centers in the world at your finger tips. The tricky part is that call centers overseas tend to change their numbers regularly, go in and out of business, and also sometimes operate out of their bedroom. If you run a directory, the secret is to keep everyone’s information straight and also to add more companies to your list every week to compensate for the companies that dropped off.

123outsource.net’s call center directory has been around for years and gets about 30,000 visitors per day looking for call centers in the Philippines, India, Central America, and other countries as well. We have inbound call centers, outbound call centers, technical support call centers, international call centers, as well as those specializing in appointment setting, order taking, chat support, email support, and more.

At 123outsource.net, we organize search results based on the quality of the companies. We rank companies on how they interact on the phone, how well they answer emails (and how promptly) as well as looking at their click average. We throw these three considerations into an every changing algorithm and then decide placement levels based on the results!

123outsource.net has over 100 call centers and 800 of the best outsourcing companies in the world listed and all at your fingertips. Use our directory whenever you need great outsourcing companies!

How do I find the best call center in the world?

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I don’t know which call center is intrinsically the best in the world, but 123outsource.net has many call centers. The trick is to find a call center that specializes in what you need them to do. If you need technical support, we have dozens of call centers who do especially that. If you need a call center that specializes in outbound sales or appointment setting, we have that too.

123outsource.net has eight different call center specialty searches so you can find a call center that does what you need them to do. We have inbound, outbound, technical support, appointment setting, order taking, chat support, email support, collections, and more.

So, now you can find the best call center in the world in seconds.

What is your favorite or least favorite BPO or Call Center?

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We’d like to get feedback on who your favorite companies in the BPO and Call Center industry are. We’d also like to know who you don’t like and why. Have you had a bad experience with a particular company, or several companies? You can respond to this blog entry and tell us which company was bad, what happened, and what you decided to do about it.

We’re interested in knowing how particular companies perform in real life.

Are they helpful by phone?
Do they give good answer by email?
Do they give reasonable quotes for projects?
Do they get work done on time?
Are you happy with their staff & management?

Let us know how you feel.

Thanks!

How do I find a call center?

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Are you looking for a call center to help you with appointment setting, collections, sales, technical support, chat support, or customer service? 123outsource.net has a wide selection of call centers that is well organized and always growing. New agencies are always joining our list of call centers, so you can always find call centers within seconds.

On 123outsource.net you can find inbound call centers, and you can find outbound call centers. You can find international call centers, as well as domestic. You can find call centers in any part of the world such as The Philippines, India, Costa Rica, Jamaica, USA, Canada, Romania, Bulgaria, Ukraine, and other places as well.

So, if you need help to find call centers, with a list that is updated regularly, you are in the right place! We hope you enjoy and benefit from our list of call centers on 123outsource.net.

5 popular call center benchmarks

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f you want to hire a call center, give them a quiz over the phone and see how well they know their benchmarks or benchmarks of quality standards. If they say, “huh?” maybe you have found the wrong call center.

Service Level
How many percentage of calls were answered within a particular time frame? If 80% of calls were answered within 20 seconds, that is very impressive. But, how many can achieve that?

Average Speed to Answer
Many of your callers might be on hold for a while in a queue. How long does it take for your average call to get answered?

Abandonment Rate
How many of your calls hang up before an agent answers?

Call Duration
How long was the call. If your agents talk too long with your clients, you might be popular, but won’t be able to handle many calls in a day.

First Call Resolution
If an agent can handle 90% of calls and resolve them singlehandedly , that is fantastic. Other agents need to transfer calls and get others involved. The value of a call center agent lies in their ability to resolve issues.

Quality
I’m not sure if this is on the list. But, there are certain factors in the call center business that cannot be measure with stats. If someone has a pleasant voice, comes to work regularly, doesn’t quit after severa months, and is nice to the clients, that is actually more important than any of the more statistical metrics associated with the call center industry!

When someone interviews your call center…

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Sometimes I interview call centers. Talking to the sales rep is not always enlightening. Knowing your rates does me no good unless I know what type of service I’m getting. I’d like to talk to your agents and see how they are over the phone. I’d like to give them some basic training as well.

If I make arrangements with your company to talk to your reps, would you arrange an appointment where I only met one rep? That would not be an efficient use of my time. If I didn’t like the rep, I’d have to make another appointment to meet another rep. What a headache. I think it would be easier if I could meet three or four reps during the same meeting. I would only need to talk to each one for a few minutes. Yes, you would have to yank them from whatever they were doing, but you might get hired if you made that sacrifice. If I’m the one who has to make the sacrifices of hounding you for four separate appointments, your chances of getting hired are not that great. I pay for quality and convenience, not headaches.

Are you in the business of charging people for headaches? How long do you think that business model will last?

The next hurdle at call centers is training. Do you have a manager who can train reps to do basic functions? If I am a client, it might be easier for me to train the manager and then the manager trains the reps. Call center agents seem to last only a few months and then they quit. I don’t have time to keep training one person after the next. But, training a manager once and leaving the training burden to him makes a lot of sense. He can train everyone himself each time someone quits.

List of Call Centers in India

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Are you looking for a list of call centers in India?

123outsource.net offers the most streamlined shopping experience for Indian call centers and other outsourcing operations. We cater to 28 outsourcing specialties ranging from Accounting, inbound call center, technical support, lead generation, data entry, medical transcriptions, web design, software development and more.

123outsource.net goes through all of the listings on the site regularly to remove companies whose phones have been disconnected. We also demote companies on the list who have poor communication skills or who ignore emails to save our browsers grief in the long run. At the top of the search results for call centers in India and other searches you’ll find the best companies out there.

There are many types of Indian call centers
We have companies that specialize in appointment setting, chat support, email support, inbound, order taking, collections, telemarketing, lead generation, technical support and much more. Additionally, you can also query our general worldwide call center search to find the best call centers in the world — many of which are in India, The Philippines, and Central America.

What are prices like at Indian call centers?
On our list of call centers in India, prices range from about US$4 per hour to about $12 depending on the skill level. High level technical support for sophisticated IT products might run you higher than that. But, simple repetetive call scripts for basic data verification jobs are often around $4-6 per hour. Prices in the Philippines are more from $6-10 per hour while in the Caribbean it is more around $9 to $12. Prices in Canada tend to be $30 and up per hour, so you are getting a bargain for call center work overseas.

What specialties should you look for in an India call center?
India is the place to look for lead generation and tech support. Indian call centers tend to not do as well at customer service as Indians are a bit more technical and aggressive than the Filipinos who excel at gentle and kind customer service. For Inbound consider Costa Rica or Manila, but for outbound sales think about Mumbai!

Find Call Centers in India: Search Results
http://www.123outsource.net/1call_centers_india.php

How to start a call center or BPO
http://bpo.123outsource.net/2016/05/16/how-to-start-a-call-center-or-bpo-company-advice-analyzed/

How do I find the least expensive call centers in the world?

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123outsource.net has the monopoly on call centers. Our information is kept up to date regularly so you won’t find out of business companies. We list call centers in all price ranges. But, if it is cheap you are looking for, India and Pakistan have the cheapest. Whether the quality of their work is any good, you be the judge of that. For quality, Central America and the Philippines are the place to look for call centers as their communication skills in English are excellent and pricing is moderate.

Pricing for call center work at call centers ranges from around $5-8 per hour in India. In the Philippines it ranges from $7-$11. In Central America rates range from $9-13 per hour. In North America you will be paying $30-60 per hour which is far out of range in my opinion. My rate estimates are very generalized and you might find more pricing diversity than what I mentioned if you look hard.

So, if you want to find the least expensive call centers in the world, you have come to the right place. Or, find one that is reasonable in price with excellent service.