Archive for September, 2013

International Impact of Virtual Call Centers

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There has been a great impact created by virtual call centers and this is being seen worldwide. As with any newer system and technology, there are going to be some bumps in the road, but overall virtual call centers have been a great asset to the business world. Virtual call centers are call centers that have the ability to work over the internet, which is an advantage as the amount of people who have access to the internet continues to grow daily.

With the newest VoIP software and technology that is available on the market today, many consumers/companies have the ability to set up a system that suits their needs. Staying connected is pertinent to the success of companies and this system can make it happen. People from around the world can be given access to join calls and everything is handled from a central location. Many times employees who work for virtual call centers actually work from the comfort of their own homes.

Making the switch over to virtual call centers has proven repeatedly to be very beneficial to those who have switched over. To stay on top in the business world, it is important to continue to have the newest, latest and greatest forms of communication. It typically gives one the ability to receive many more calls, process more orders, has reduced the turnover rate by close to 80% and from a customer service standpoint, close to 90% of phone calls do not have to be escalated to someone higher up.

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TOP 6 Predictive Dialer of 2013

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Platform 3 – Dashboard Gives Overview of Day’s Statistics TCN has been selected 3-years running by Collection Advisor as a Top 6 Dialer Choice of 2013. Read more below to see why. Features customer IVR navigation data on Agent Gateway (screen pop). TCN offers call centers a separate manual-dial-only platform that conforms to TCPA compliance while providing 100% recording, and…
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TCN Inc. to Offer Services in the United Kingdom

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St. George, Utah—TCN, Inc. recently launched its award winning services in the UK, including Platform 3 with its complete features and real-time reporting functionality. TCN has opened a new office in the UK to provide the best product and customer service. All features and reporting from TCN, Inc. in the UK will be the same as in the US: inbound/outbound…
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Advantages to Outsourcing vs. The Disadvantages

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Benefits of Outsourcing

In business operations, a topic that keeps coming to the forefront is outsourcing. Figuring out which components will be outsourced versus which stay within the company can be a difficult decision and making the wrong one could be more financially damaging than anything else. When facing the question of whether to outsource or not, it can be beneficial to lay everything out in black and white. What are the advantages to outsourcing vs. the disadvantages?

Advantages to Outsourcing

Outsourcing offers the ability to maintain focus on one particular activity. Say for instance, your marketing team has done an awesome job and has gained a lot more consumers to buy your product, your accounting and customer service departments may need help during this time of influx. Outsourcing your accounting may not be a bad idea, this way you can focus on customer satisfaction.

Efficiency is also an advantage. Instead of paying a specialist(s) a full salary within your company to handle IT work, you can outsource the work when you need it to a company that employs only specialists in the area you need. Generally speaking, overhead costs of back office functions are extremely high. If you are able to outsource these particular functions, the company will see a great reduction in overhead costs and out-of-pocket expenses.

The flexibility outsourcing allows seems to be one of the greatest benefits. A companywide decision can be made about how or when they may outsource. Maybe during busy holidays seasons, possibly during tax season – this is all dependent upon what sort of business is being run. Outsourcing allows one to bring on ‘additional helpers’, but only when it is needed, rather than adding more people onto the payroll.

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