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Cloud Telephony Enables Flexibility and Efficiency in UC Solutions

- Alert) option delivers a variety of virtualized applications to support that steady trend toward cloud-based innovations. As professionals and consumers continue to become more mobile and rely on their smart devices for communication and information, the need and demand for cloud telephony will continue to grow. 

Those companies already on board are likely to dominate as they enjoy a competitive advantage.  

Edited by Juliana Kenny

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How to Raise Efficiency When Hiring for a Call Center: Part Five

By Jamie Epstein, TMCnet Web Editor  

Implementing the correct call center hiring strategy is key to driving revenue streams, improving productivity and running a center in much more efficient manner. FurstPerson, a major provider in this space knows exactly what it takes to recruit the correct employees that will help contact centers continue to excel for a long period of time.

In conjunction with the call center hiring provider, in the past few weeks TMCnet has closely analyzed different ways in which to kick off this process, with the latest piece in this series devoted to streamlining common recruiting processes. Moving upwards and onwards, today we will highlight how to transition the recruiting process to an online environment.

In order to enable organizations to find the most qualified employees in the shortest period of time, Web-based tools must be leveraged that allow for the filling of positions to be extremely cost-effective. When placing job openings on a company’s website, there is additional charge as there typically would be when posting in a newspaper for example.

Knowing what qualities a successful employee must possess to successfully fill the role you are looking for can also help to cut down the time it takes to weed out unworthy applicants. In addition, continuously updating job descriptions will assist upper management in being able to better picture whom can hold what responsibilities.

When placing job applications on the Internet, candidates have the ability to complete these documents on their own time schedule, leading to better results overall.

According to the company, organizations can improve applicant volume by 1.5 to 2.5 by moving the process online. The online process will also help to weed out what FurstPerson calls “window shoppers” or people who start the applicant process but don’t follow through until the end.

It is crucial that a hiring solution will help to enhance performance across all divisions within the company and over the years the company has helped multiple clients reduce zero to 90-day turnover by 10 to 70 percent. Additionally, clients have seen their performance improvement rise from five to 30 percent for new hires, and elevated new hire training graduation rates.

Edited by Amanda Ciccatelli
  View More Call Center Hiring Channel Stories   Call Center Hiring Resources About FurstPerson Solutions Tools News and Events Research and Insight Case Studies 10.05.2010 Hiring for Retail Representatives Learn how one retail organization implemented FurstPerson's Retail Hiring Solution, the steps in the process, and the results this organization realized.
White Papers 02.27.2012 Maximize Quality of Hire Through Your Recruiting Process Talent acquisition is a key priority for human resource executives. Pre-employment assessment tools enable hiring leaders to evaluate job candidates to determine how they potentially fit a hiring profile for specific jobs. Being able to hire individuals that meet or exceed these profiles enables the organization to improve quality of hire. 12.13.2010 Do Age Differences Among Agents Impact a Customer's Experience? Many call center insiders believe that an agent's generation affects longevity and the quality of the customers' experience. FurstPerson conducted research to examine whether generational group membership is related to tenure and/or the customers' experience.
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YTel's Voice Broadcast Increases Efficiency

By Rachel Ramsey, TMCnet Contributor

An effective method of marketing in the mortgage industry is getting in touch with potential customers over the phone. Voice broadcast makes it easy to increase sales leads and revenue, reduce infrastructure costs, and decrease agent hand dialing. The company provides cloud-based telephony solutions and support, and offers two types of automated dialers: predictive dialers and voice broadcast dialers.

The YTel Dialer increases efficiency up to 500 percent over dialing numbers manually. It can bypass disconnected numbers, fax machines and answering machines automatically and can even leave pre-recorded voicemails.

The dialer reaches out to customers with a 5 to 1 dialing ratio, and once a customer has been reached the YTel Dialer offers features such as taking notes, scheduling follow up calls, and separating data into customizable folders. It integrates seamlessly with most Web-based CRM systems for easy follow up and tracking of leads, and allows for live transfers, customizable caller ID’s, recording of calls, and live agent monitoring.

The voice broadcast solution powered by YTel allows users to load contact lists, upload professional messages or record one over the phone and broadcast a prerecorded message to a large amount of people per hour. It also gives the option to allow customers to connect to a live agent to make a payment or leave a voicemail.

In addition, the company also has a call tracking dashboard and 800 numbers with IVR and call routing coming soon.

The FCC has recently announced that it will now require telemarketers to acquire written permission, including electronic forms, from consumers before placing a robocall, and all robocalls must now include an automated opt-out option so consumers can instantly inform telemarketers that they no longer want to receive calls. Marketers will face a new challenge in reaching existing and prospective customers.

Collection Advisor Magazine recently released a list of its top four choices for voice broadcasting solutions in 2011. Criteria that the companies had were having dynamic real-time “Do Not Call” lists at hand, moving to the cloud, and having a full-service offering.

Edited by Jamie Epstein

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Soffront CRM Improves Efficiency for Imagetek

By Anuradha Shukla, TMCnet Contributor

Soffront CRM is improving efficiency and providing a more comprehensive view of the customer for Imagetek, a national leader in the enterprise content management (ECM) and business process automation industry.

Soffront Software, a specialist in providing mid-market CRM software, notes that Imagetek was searching for a CRM solution to improve efficiency and provide companywide access to all aspects of their business.

After evaluating established CRM vendors such as Goldmine, Imagetek decided on Soffront Software, purchased all of the Soffront modules and began a phased roll out.

Kyle Foster, director of Research and Development at Imagetek noted that it selected Soffront Software because of the product’s range and flexibility. Imagetek did come across few products that addressed it requirements but found Soffront to be the most powerful.

Soffront has increased Imagetek’s capabilities and appreciates the scalable product that can be customized to do anything they require.

"Hardware uses it to better track assets for service requirements, sales can more effectively understand the client's contracted professional and technical services, and marketing can better track leads. Additionally, everything is available on the customer portal for our customers to log in and see any outstanding issues and resolutions," said Foster.

"I can conservatively estimate we have improved efficiency by at least twenty percent. As we continue to deploy the product, we expect to ultimately achieve a seventy-five percent increase in efficiency."

Soffront Software was in news earlier this year for signing a partnership with CBM Services that selected Soffront’s integrated CRM system to implement across all of its departments.

Edited by Juliana Kenny
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