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How to Shop for Cash Advance Service Providers
Friday, February 11th, 2011Five Tips for Choosing a Long Distance Provider
Saturday, December 18th, 2010
Long distance services are communication services that allow business associates to communicate with one another regardless of location. These services make it possible for business operations to run smoothly and for employees to be able to communicate effectively with clients.
There are many different types of long distance services vendors, including phone vendors and VOIP services. In some situations, VOIP services are far less expensive than telephone long distance services, especially when a business is located in a remote area. When looking for a long distance vendor, consider the following:
- Cost – This is one of the most important variables when it comes to long distance services. The cost of the long distance service vary based on the service provider and the technology the provider is uses. Be sure to look at the base monthly rate, minutes you will receive at that rate (if applicable), and additional features available at that rate.
- Sound Quality – The sound quality of your long distance service has a major impact on your ability to communicate effectively. Some providers who offer low rates use outdated technology, so the sound is muffled or appears to be distant. Select a long distance service that guarantees crisp sound and ask for a trial period before signing up.
- Ease of Use – How easy is it for your employees to use the long distance service? Do they need to be near a certain computer or type of phone in order to place a call? Some VOIP services operate through phones as well as computers. Assess your needs and determine how mobile your long distance service needs to be.
- Contract – If the long distance company requires you to sign a contract for its services, request a trial period first. Also be sure the contract you sign offers you the flexibility to switch services if a superior technology becomes available during the term of your contract.
- Reputation – Some long distance services have a reputation for dropping calls. Others may be known low call quality. Performing a Google search for reviews on your top choices will help you find the company that’s most reliable.
InsideUp can help you locate a long distance service provider to keep your business communication network flowing. We have carefully selected top national long distance vendors who will provide high quality communication services for your business at a significant cost savings.
How to Select a Provider of Business VoIP Phone Services
Tuesday, December 14th, 2010Many businesses use VoIP phone services as a replacement for traditional analog phone lines. The service is an important success component for business as it leverages the internet to add efficiencies, permit advance features and cut phone costs.
To find out more visit http:// www.insideup.com/VoIP
Choosing Between an Offshore and Onshore Call Center
Sunday, November 28th, 2010
Your call center is often the first point of contact between your business and your customers. Therefore, it is vital to choose a call center whose agents will leave a good impression on your callers. There are other factors to consider as well, such as pricing and proximity. Here are a few things to think about when making your decision.
Offshore Pros and Cons
The lower cost is what motivates most business owners to choose an offshore call center, although there can be some drawbacks, including:
- You do not have the opportunity for personal contact with the telemarketers for training purposes. Many overseas call centers overcome this issue to some degree by providing teleconferencing so you can connect with agents and be involved with their training. Top level overseas centers also employ highly qualified managers to oversee the training and orientation process.
- English is the second language for most representatives in overseas call centers, which can result in some communication difficulties. Take some time to compare so you can find a company that only employs reps whose English is clear and understandable.
- You cannot oversee and manage call center employees in person to be sure your calls are handled properly. Here again, teleconferencing will make up for the distance to a certain degree. You can also perform periodic test calls to see how quickly and how well your calls are being answered.
Onshore Advantages and Drawbacks
The language barrier is obviously not a problem with an onshore call center. And if you choose a location within easy travel distance to your company, you will have the advantage of a more hands-on training period.
The main disadvantage of an onshore call center is the higher price tag. However, if you do some comparison shopping, you will find that some charge less because they are located in a part of the country where the cost of living is lower.
It would be a mistake, though, to base your decision on pricing alone, as a call center that does not handle your callers’ issues well could lead to customer dissatisfaction and loss of customers.
Whether you choose an onshore or offshore call center, your main criteria should be top quality customer service. Agents should be able to handle calls efficiently and quickly. They should listen carefully to a caller’s concerns or questions and resolve issues in a professional and friendly manner that upholds your company’s quality and customer service standards.
Simple Steps to Avoid Having Your Merchant Account Frozen
Saturday, November 27th, 2010
Fear-inspiring stories abound regarding businesses that have had to shut down when their merchant account is put on hold. Fortunately, a little extra diligence on your part can reduce the likelihood of this happening to your business.
Reasons for merchant account holds typically fall into two categories—violation of the account service agreement and suspicion of fraudulent activity.
- Study your merchant agreement carefully when you first sign up for an account. Many credit card processing providers will ask you to declare the average volume your business will experience each month, as well as the expected average ticket amount. Be sure to make a note of the amounts you project, and be careful not to exceed them because this can cause your account to be frozen or cancelled.
- Never accept payment for goods or services other than those described in your merchant agreement. Again, it is a good idea to consider carefully what you agree to sell when you sign up for the account. If you own a carpet cleaning company, for example, listing your business as “floor care” will allow for the possible addition of related services. If you plan to sell items that are completely unrelated, you may need a separate merchant account.
- Excessive chargebacks can also constitute a service agreement violation and cause your account to be frozen. Good customer service and communication will prevent many chargebacks. Some merchants find it worth the effort to call their customers to verify each sale, and customers usually appreciate the extra security measure.
Suspicious processing activity can be more challenging to prevent, there are steps you can take to avoid having your account frozen for suspected fraud. Let your bank know ahead of time if you expect any changes in processing behavior such as a sudden increase in your average ticket amount or if you expect an unusually large single transaction. In this case, you should ask to speak to someone in your bank’s risk department.
Reputable credit card processing providers are as concerned about their customers as you are about yours, and finding such a provider will prevent many future frustrations. Plans and pricing differ, however, and most businesses find they need help sorting though all the variables.
Choosing the Best Call Center Services for Your Business
Wednesday, November 24th, 2010
Your call center is often the first point of contact between your business and your customers, so it’s vital to choose a call center whose agents will leave a good impression on your callers. Here are some points to keep in mind when making your vendor selection:
- Purpose – Analyze your needs to determine the main purpose the call center will serve. If you are looking for specialized services, such as tech support for your products, you will need a call center that employs IT professionals who can learn your product line. If you need customer service representatives, find a call center capable of learning your products. You will also need to decide if you need dedicated agents, who take calls exclusively for your company and will acquire a detailed knowledge of your products, or shared agents who take calls for multiple businesses.
- Price – How does the call center charge for its services–monthly or annually? Will you have to sign a long-term contract? Will you be charged per call? The price of the services can vary greatly. Check the fine print so you won’t be surprised by hidden charges.
- Features - Each call center will offer its own features. Ask about the prices for additional features, as well as a list of options for you to choose from. For example, some call centers will send you detailed messages in an email, while other call centers will call you with the message.
- Agency Size – To get an idea of the size of call center you will need, determine the amount of call traffic your business currently receives, and try to project the volume you expect to receive from planned advertising campaigns.
- Reputation - Do a simple Google search to see criticisms and praises of your top companies. Ask for customer references to verify the vendor’s reliability and professionalism. Also, ask colleagues for their recommendations.
You will also want to find a company that has:
- An understanding of your particular industry.
- The ability to forecast and schedule for expected call volume.
- Technology such as performance management and data analytics.
- Reporting formats that are compatible with your company’s software.
- The ability to make changes and readily adapt to market conditions.
It’s important to balance cost savings and features with quality of service. Choosing a provider based on price alone could end up costing your company in terms of reputation and customer loyalty, but a call center that matches your customer service standards will be an asset to your company.
Good Communication Makes the Switch to Outsourcing Easier
Monday, August 23rd, 2010
Mention outsourcing to in-house employees, and you might be met with stress and trepidation. If you are thinking about taking this step for your business, communication with in-house talent is vital, both to alleviate your employees’ concerns and to make the transition a smooth one.
There are some common misconceptions about outsourcing that can lead to unwarranted fears on the part of employees. For example, outsourcing is often confused with off-shoring, which involves the sourcing of low-cost labor, typically from another country where the cost of living is much lower. Outsourcing is simply using out-of-house providers to fulfill some business operations. While some companies do turn to offshore markets when outsourcing business functions, this is not always the case.
Open communication with your employees will help clarify issues and misconceptions. In a European poll by Coleman Parkes, commissioned by Logica CMG, 200 employees whose positions were outsourced were interviewed before, during and after the process, and 91 percent said that after the process was fully explained, they realized most of their fears had been unfounded.
Communication about the process should be initiated as early as possible after the decision to outsource has been made, explaining to employees what to expect during the transition, exactly how it will affect them, and how their roles will change. Employees should also be given ample opportunity to voice their questions and concerns and have them adequately addressed. Many companies find it helpful to enlist the aid of an outside work council organization. In fact, 82 percent of the employees surveyed said that having such a representative body played an important role in the process.
Companies who do not adequately communicate about planned outsourcing may risk losing valued employees; 29 percent of poll participants said they would seriously consider finding another job if the processes was not handled effectively.
In Europe, companies are required to offer employees whose jobs are outsourced a position with the same conditions they enjoyed in their previous role. US employers might do well to follow this model, considering that, although 84 percent of those surveyed felt apprehensive prior to the transition, about 70 percent were actually more satisfied with the new position for which they were trained, and 49 percent said they viewed the change as an opportunity to add to their skill set.
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Experienced Management Builds Successful Relationships with Providers
Thursday, July 1st, 2010When entering an agreement with a new vendor, businesses naturally hope for a successful long-term relationship, resulting in a measurable return on their investment. Assuming you have chosen a quality provider, some of the responsibility for a successful relationship lies within your management of it.
The Outsourcing Journal recently analyzed the findings of a survey involving businesses whose relationship with outsourced service providers had been in place for more than one year. The survey revealed that 50 percent of these buyers had assigned an inexperienced employee to manage the relationship with the providers.
Of the 50 percent of participants who did use managers with previous experience, 22 percent admitted that they had chosen someone who had limited experience in this area, or whose scope of experience was limited to managing the process before it was outsourced.
This resulted in some common mistakes and challenges in managing the relationship with the providers, including:
- A tendency to micromanage the provider. For the relationship to work smoothly, a manager needs only be concerned about the delivery of tasks. Details of how the work is carried out are best left to the service provider.
- Trying to improve the provider’s performance level by imposing penalties or offering incentives. This might work with in-house processes, but is not likely to have the desired effect on your vendor.
- Lack of effective communication between buyer and vendor; as a buyer, you will need to have some insight into how your provider plans to handle your company’s processes. A manager should be willing to listen to and understand the provider’s viewpoint on matters of mutual concern. He or she should also be able to effectively communicate the company’s needs and priorities.
- Inadequate skills to manage changes, and to bring the buyer/provider relationship to an optimum level.
Some of the companies in the study did invest in formal training for their relationship managers, but nearly 30 percent did so long after the buyer/vendor relationship had begun to experience difficulties due to the lack of knowledge or experience.
To avoid this problem, and to pave the way for a successful relationship with your providers, be sure your relationship manager has adequate skills in areas such as change management, negotiation, communication, partnering, and project management. Relationship managers can also acquire a great deal of applicable knowledge by reading the latest white papers, books, and articles on the topic of managing vendor relationships.
56% of Businesses Plan to Boost Growth through Outsourcing
Friday, May 7th, 2010
Companies are outsourcing more, not only because of economic factors, but also to utilize the talents of skilled specialists.
In a January 2010 poll conducted by Accenture, in collaboration with the International Association of Outsourcing Professionals, 56 percent of respondents indicated that they intended to outsource more of their business activities in the coming months.
This reflects an increase of 9 percent over the responses to a similar poll in September, 2009. As IAOP Chairman Michael Corbett observed, “Increasingly, companies are outsourcing to do more than cut costs but to add value, increase business flexibility and prepare for future growth. Companies that are using outsourcing are poised to emerge from the current economic crisis stronger.”
Businesses cited strategic considerations as a further reason for the increased use of outsourced talent. Outsourcing allows for a higher level of flexibility and scalability, making it easier to plan for future expansion, according to 50 percent of those surveyed.
Kevin Campbell, group chief executive, technology, at Accenture, expounded on this point, stating, “Outsourcing remains a strong option for businesses facing unprecedented market conditions and the imperative to change both quickly and dramatically. Most companies pursue outsourcing to not only realize immediate and sustained cost savings but to implement solutions to improve cash flow, achieve real business outcomes and to drive topline growth.”
Also a notable trend in outsourcing is the use of multi-sourcing, or bundled services. Knowledge-based outsourcing is also becoming a priority for many companies, with over 40 percent of survey respondents citing their increased use of highly skilled professionals. The use of lower skilled services is also increasing, however, as indicated by 30 percent of businesses surveyed, who plan to outsource more of these activities as well.
This increased use of outsourcing by both large and small businesses is reflected in the tremendous growth in the six trillion dollar global outsourcing industry. Many providers of outsourced services are responding to this demand by raising their standards of quality service through improved monitoring and training methods, and the companies who use them are reaping the benefits.
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Top Reasons Companies Choose to Outsource
Monday, May 3rd, 2010
Cost savings, of course was the main reason most businesses gave for outsourcing, but other factors contributed to the decision as well, such as gaining access to talent, the higher level of expertise that many providers can deliver in their area of specialty, and increased business model flexibility.
Many business owners also believe outsourcing to be a key factor in improved customer relationships, the development of new products or services and market segment expansion, as well as geographic expansion.
There are bound to be some drawbacks with outsourcing; many companies still hold values that favor the use of in-house employees. Others cite a lack of skill in managing outsourced operations, and the need for in-house clean-up prior to outsourcing certain activities. Despite these problems, however 91% of customers said they would outsource again.
Most companies that use outsourcing prefer providers who specialize in a precise area of service, since most of these have developed a high level of competency in their area of expertise. In fact, outsourcing trends show that providers are continuing to define their services down to precise functions that can be carried out in optimal locations around the globe.
The overall conclusion is that outsourcing is a firmly established business strategy that continues to evolve and mature, and delivers value beyond mere cost savings, for companies that take advantage of it.
