Call Center Agents

What is the cultural background of your call center employee... And why is this important? It is not always important, but imagine that you live in Spain. Then agents with an Argentinean background have a competitive advantage.

The Spanish country is quite diverse; they have this unique item called "autonomous communities." Examples are: Catalonia, Andalusia, Madrid, Valencia, Aragon, which are regions with limited autonomy.

Do all people in these communities speak Spanish (or the Castilian language as it would be more correct to say)?

No, they do not. I think that most people do speak Spanish, but many communities promote their own language; Catalan, Valencian, are examples of different languages but in Andalusia they speak a dialect with some minor differences in pronunciation and meaning.

Yet the Spanish language has for long been an export product. Most people in South American speak the language, and one country is especially important in this context: Argentina.

There is something unique about the Argentinean dialect which is the original Spanish but adapted to the Argentinean environment. Many words have different meanings, but more important the Argentinean uses a different harmony when speaking the language.

I personally think this has to do with the Italian and Spanish background that is rooted in the Argentinean language. And the Italian voice is the voice of a salesperson; Italian itself is very suitable as language in sales because of its swift and harmonious rhythm. The Argentineans have adopted this sense for beauty.

When you hear a Spanish voice on the phone, you can immediately recognize when the speaker is Argentinean. It has this special voice where the phrases are more than simply uttered but escape as a song.

This singing voice is unique for a call center agent that is dedicated also to sales.

Another benefit of the Argentinean call center agent in Spain is that it is neutral to the complexity of the Spanish divided map in communities. One recognizes the Andalusian voice from the Catalonians and when hearing it may have the person on the other side decides not to listen.

But as the Argentinean voice is unique, some push their luck too much in overdoing this unique language feature, yet the authentic voice is a welcome guest for most listeners.

At last, as call centers can be allocated around a virtual organization, companies wouldn't have to depend on Argentineans who live in Spain. A connection to Buenos Aires or Cordoba is enough.

Call Center Services

While inbound call center services attend to the enquiries of company customers, outbound call center services are aimed at enlisting customers to purchase the services or products of the company. In these services, the representatives of the company initiate the calls to the customers to sell the company’s product or services. This type of service may be called telemarketing.

The call center representatives use telephones to call prospective customers. Alternatively, representatives can also send emails. An outbound call center compiles and maintains a large database of personal information about the potential customers. These databases are obtained on shared effort bases, or just purchased. Unfortunately, these addresses and telephones numbers are sometimes obtained sometimes by dubious methods. This is done by poaching the data from the customer databases of other companies through their employees. Customers’ telephone numbers are also obtained from telephone directories.

Care is taken to contact only those customers whose requirements are expected to match the products of the company for which they are working. For example if you are selling veterinary products, you would collect the data of those customers who maintain pets and other animals, farmers, dog and horse owners etc. Once a customer shows an interest in your product, a sales executive is sometimes sent to meet the customer at his office or residence to personally answer his queries and canvass for the sale of the product and receive the orders.

While marinating a network of sales representatives implies a lot of burden upon the management, using another agency or outbound call center to sell your products is not always seen as a profitable proposition. An important principle of sales promotion implies building up an intimate and enduring relationship with the customers so that they come again and again to purchase your product.

Using an outsourced outbound call center invites an indirect, impersonal relationship with customers. It also means less control over sales representatives. This appears to be a great drawback in hiring outbound call center services, howsoever hardworking and honest they may be.

Online Call Center Solutions

Call Center Solutions Online is essential in the modern era of data management to maximize the market opportunity. Online call center solutions for immediate solutions to ensure customer satisfaction. Call centers are customer service departments of a business or a company. Service call centers includes the voice and Internet transactions. Call center solutions to improve online business processes with sophisticated functions of integration and CRM. Innovations in technology have made automated online solutions. Call center to offer automated online cheap alternatives to the correspondence with considerable increase in the operating profit margin.

The center line of voice-based solutions are mostly automated with the help of software. Interactive response systems to optimize the management of voice calls with an immediate response to incoming calls. Web-based system can be used effectively for direct response, advertising campaigns and promotional offers. Automatic call distributor allows routing calls immediately live among the attendees, which helps to increase flexibility and control.

Online call center solutions integrated network management tools with a set of e-care. They also allow email campaigns and response. In line one-on-one chat sessions to provide the most appropriate information for product support. Online collaboration helps promote the website, which will increase the correspondence with clients. Online services allow professionals call center to assist the customer in the form of construction and presentation.

Call center solutions to improve the professionalism of online customer service. They also provide timely e-commerce solutions, such as orders and authorization of credit card marketing and processing of mail, FAQs, and product / research. Systems for ensuring security in line with the industry standard SSL encryption technology to ensure confidentiality in commercial transactions. Online call center solutions to the rapid increase of customer confidence in the product.