Establish a Prospering Hosted Contact Center Business and Industry

Call centers are something out of date. In this consumer-driven market and with the opportunity of high speed Internet, the customers are no longer choosing call centers for software. They are approaching for hosted call center services by email, texts, IM etc. Getting calls from customers and giving solutions is no more enough to keep your customers faithful to you, and it is time to be more wakeful in your dealings to hold customer kinship and give solutions to their confusion for making any types of sales contract.

The international community for giving hosted call center solutions is raising, and overseas outsourcing to India and the Philippines has evidenced into a large globalization of this business with wonderful cut in prices. If you are reflecting on growing a prospering enterprise, you will need having the right direction, the fair people to man your internal, the best comfort and services, the money to invest, and the right business intelligence software to give a fair affect among your potential customers.

What You Need Having Your Individual Hosted Contact Center:


In order to having hosted contact center solutions, this is the most important matter when it comes to considering setting up your personal offshore contact center. The significant components would be to select the right location and discovering the pool of workforce found there. You should also attend at the population in the area with the understanding being that a location in Asia would offer you the service with much less labor or common payment cost compared to the United States or any European countries. When you analyze to pool of workforce available, you should realize the education level of the people available in that locale. India is a huge country with available capable people and so is the Philippines.

Social Affinity:

One of the major causes of deciding locations in India and the Philippines is that the majority of the population in these two countries is great up-to-date with the English language, and these two countries as have social affinity being below British and American rule respectively in the past. As long as spoken English is concerned, while both countries are well conversant with English there are great varieties in the pronunciations with Indians swaying a bit towards the Continental side and the Filipinos are experienced in American English and culture. This is primary if you are looking for paying virtual call center solutions from overseas points.

Reduce Cost:

For a call center business the next most crucial prospect is cut-down cost to a significant extent. Setting up contact centers in India and the Philippines would certainly reduce staffing expense, and with the proper business logic in place, you would be keeping more cutting down on idle time of the agents. The specific labor expenses and low pay in these two countries have attracted several organizations to set up business in giving hosted contact center solutions.

Echopass hosted contact center delivers the promise of the IP contact center. Always-on reliability and on-demand flexibility mean Avaya, Aspect, and Nortel CPE users now have a hassle free and cost-effective hosted contact center alternative without sacrificing features or availability.

Outplacement Services – An Industry Overview

The outplacement services industry has existed in one form or another for many decades. The trends have moved back and forth from job search counseling to resume development to career management, presented through a variety of avenues from individual coaching to group seminars to online education. The most recent paradigm focused on one-on-one coaching, primarily a result of the booming economy in which quality candidates had their pick of jobs. However, the recovery from this recession is changing the landscape of business and the workforce, and the outplacement services industry is going to have to transform again to keep up with the needs of displaced workers.

The primary services of most outplacement services companies involve sprucing up the resume and providing networking contacts. Recruiting firms and consultants presently dominate the industry, using their rolodexes of specific-industry contacts to match corporate needs with employee skills. Unfortunately, the jobs are quite scarce right now, and these recruiters are overloaded with quality resumes and no place to send them.

The one-on-one coaching so popular just a few years ago is obsolete…finding the perfect job is less of an issue than simply finding a regular paycheck. Employers can afford to be more particular than ever, and a few well-placed job ads will get them sufficient response to find exactly what they need on their own. But the basic approach of the outplacement services industry isn’t the only problem…the new economy is going to require much more.

This recession is the worst experienced since the Depression era, with unemployment continuing at record highs. A great many of the jobs that have been eliminated are never coming back, and currently there is just one job opening for every five officially unemployed Americans. This means two things. First, some workers are going to have to take the leap into entrepreneurship to regain control over their worklife and financial future. Second, the companies that survive and thrive through this economic disaster are going to need more from their employees, particularly once they are ready to start hiring again.

The new economy requires a solid basis of entrepreneurial skills from business owners and staff alike. The order of information on a candidate’s resume isn’t nearly as important as his or her ability to play an important role in the company. Employees at all levels of the organization will have to be collaborators, contributing innovative ideas to improve efficiency and provide better customer service. The days of wasting away in a cubicle are over for the most part, and those who want to remain employed for the long term will need the entrepreneurial skills to help their employer adapt and thrive in this constantly changing environment.

The outplacement services industry must respond to these changes by offering quality training that allows displaced workers the option of going out on their own or landing the right position with the right company. Competition in either option is fierce, and the classic skills and experience of the American worker just aren’t going to be sufficient in the new economy. Whatever a displaced worker’s past experience, he or she will need new skills to survive in this new economy, and the outplacement services industry needs to take the lead in getting folks on the right track.

The Primary Functions Of Insurance As A Service Industry

There are three primary functions of Insurance which determine how Insurance companies operate and how the public interacts with these companies.

The first is as a risk transfer mechanism, whereby the individual or business can shift some of the uncertainty of life onto the shoulders of others. In return for a known premium, usually a very small amount compared to the potential loss, the cost of that loss can be transferred to an insurance company. Without Insurance there would be a great deal of uncertainty experienced by both the individual and the enterprise, not only as to how and whether a loss would occur, but also to the extent and size of the potential loss.

The second primary function is the establishment of the common pool. The Insured’s premium is received by the Insurer into a fund or pool for that type of risk, and the claims of those suffering losses are paid out this pool. Applying Bernoulli’s ‘Law of Large Numbers’, because of the large number of clients that any particular risk fund or pool will have, Insurance companies can predict with high accuracy the amount of claims or losses that might be suffered over a period of time. The will be some variations in losses over different years and Insurance companies include an element of premium to build up a reserve, to pay for additional losses in bad or catastrophic years. Therefore in principle, subject to the limitations of the type of cover bought, the client should not have to pay additional premiums into the common fund after a loss or claim.

The third primary function of Insurance is to provide fair and equitable premiums. Assuming that a risk transfer mechanism has been set up through a common fund or pool, the contributions paid into the fund should be fair to all parties participating. Each party wishing to insure and paying into the fund will bring with it varying degrees of risk. To avoid adverse selection and provide equitable premiums each risk is broken down into various components and rating factors that can be priced individually on a statistical scale of probability determined by Actuaries. Therefore those who present the greater statistical risk will pay more into the common fund for the same cover, when their individual premiums are calculated.

Insurance companies employ underwriters to reduce the problem of adverse selection and protect the fund. The underwriters will determine parameters of the hazard and value of a risk that is acceptable for the fund, and decline risks that fall outside these parameters. In fixing a fair level of premium they must also take into account the contributions made by others into the common fund and price accordingly.

Underwriters and insurance companies will employ many techniques to deter or price adverse selection out of the risk pool. These typically include exclusions to cover in the form of policy wordings and additional conditional clauses, exempting the risk under certain conditions. They will employ all types of mechanisms and devices to install fear into the population to increase the size of the risk pool and attract the niche or sector of the market that they are aiming for. For example large marketing campaigns aimed at the ‘safe’ sector e.g. women drivers who are statistically less likely to claim. On the Internet, Insurance companies employ automated underwriting that excludes cover to everything that does not fit the desired risk pool parameters.

The Industry’s Voice

Personally, I write about service in operation, the industry’s voice, in all its facets and on all the different levels. The industry is huge… service consists of so many ideas, with so many interlinked levels on which these ideas are expressed. People who are recording, creating, and publishing content operate all the tentacles of this ‘information-web’, all of them offering service, in dealing with each other.

Which, for editing purposes, in writing about the monitoring process and its findings, involves many hours of sourcing, scanning, reading, analyses and publishing of best-in-practice content that represents a view of, and into, global and local markets.

Regardless of the type, or format of interaction, when it happens, service is an observable action yet, it cannot be measured, as it is not only intangible, it is also too varied. Thankfully, many people are specifically writing about the service process, giving me/us a look at their perception of service, as part of their position within a specific business sector, perhaps as part of being an educator, or as a researcher, etc… and, they know their topic, in general, if not specific. They also have experience in actual operations… on a variety of fronts, on interlinked levels and find themselves in the habit of jotting things down.

These ‘personal and weblogs’ writings speak loudly to those who monitor the industry’s content, as it soundboards the service industry, reflecting patterns of use, re-use, and eventual regurgitation of recycled topics, such as when the occasional, exceptional and insightful contributions, become an over-posted / quoted / extracted press release, sort of topical, kind of relevant etc.

Nevertheless, the accessible mix is exhaustive, to say the least. Mining and using this ‘database’ of information to create content is already stretching many companies tightly, as management try to either stay ahead and on top of what’s being written by contributing, or they employ / outsource full-time, content writers.

In the process of monitoring an industry’s voice

A picture emerges when one identifies topics of interest to the consumer, gathers all the writings on what service is, where it can be found, how the whole journey is discoverable, the technology that enables the customer to experience service (good / bad / irrelevant), recordings of someone’s thoughts

It is a magnificent process when you get busy with and in it… this monitoring. Moreover, to have the skills and ability, inclination, time, and passion, to actually write about it, as it happens… is no mean feat. Everyone who takes pen to paper (finger to keyboard) and assumes the responsibility of passing on information about service, contributes to building its picture by educating, sharing insights and new knowledge, is to be applauded.

It is important though, to remember that service and customers/consumers/users are ‘joined at the hip’, in a manner of speaking. It does not matter which industry or sector of operations you are affiliated to through your employment, nor is it about any monetary value we can directly attribute to service (remember it is insubstantial / indefinable / indescribable / intangible).

Simply put, service, for everyone, and experienced by everyone, occurs at each point of interaction between us. As much as it is public, service, as experienced by consumers and providers, in my opinion, exists between every one, on all levels. The picture that has emerged, after almost six months of monitoring and research, is that of a bubbling, creative, innovative process, reflected in both ‘good and bad’ interactions that we are creating AND as a Wordsmith, for me the bonus is that we’re writing it down, informing and educating consumers, call centres and solutions providers.

What is your bonus?