Churn Management – Saving Customers, Equipment and Revenue

vipul — Thu, 16 Feb 2012 16:24:10 +0000

Proactive cable and telecom organizations recognize that in today’s competitive landscape means reduced customer loyalty. Because customer acquisition is so expensive, it’s vital for a company to retain their existing, high-volume customers. A well managed churn management program that addresses voluntary and non-pay saves, debt collection and customer premise equipment (CPE) retrieval can have a very positive impact on reducing customer defections and revenue. Often, customers can be saved, revenue is rescued and in cases where disconnects occur, expensive CPE can be redeployed.

If you haven’t considered a Churn Management program for your organization, or if you need additional help, Realtime Results is ready. We’re bringing new technology and new tricks to a long-standing challenge. Contact us today to learn more about Realtime`s Churn Management services and how they can help your organization.

Churn Management For Telecom Companies

vipul — Fri, 10 Feb 2012 20:09:46 +0000

The current global slowdown with economic challenges can reduce your customer’s buying power affecting your new sales numbers. But – as the extensive growth is slowing down – the almost only way to increase the subscriber base is the seduction of each other’s customers. Changing markets coupled with tough competition require you to reevaluate the importance of churn prevention and rethink your approach and business processes.

On an average, decreasing your churn rate by 1% will increase your profit by 6%. It definitely sounds encouraging, but can you achieve it all alone? You will require a sophisticated and well functioning churn management solution that can help you retain the high value subscribers resulting in increased average ARPU. It should assure the most effective usage of the allocated resources for churn prevention due to well defined and good targeted offers. Now all this can be made possible by partnering up with third party experts in churn management while having maximum control in your hands by accurate and up-to-date reporting and evaluation.

Realtime Results offers a call center-based churn management program for telecos that is helping companies to increase their customer retention. We help our clients define, build and implement a program that gives customers that little bit of extra attention. With proactive communication and customer outreach, we help our clients significantly move toward achieving customer retention. Contact us today to know more about our churn management services.

Open Door Sales & Support Software Releases Version 3.0

vipul — Wed, 08 Feb 2012 15:00:54 +0000

Newest Release Brings Integrated Homes Passed Data Feature

St. Louis, MO – January 18, 2012 – Realtime Results, producer of Open Door, the leading mobile software for field sales and service teams, today announced the release of an updated version of the platform. The newest release allows companies to integrate homes-passed data directly into the system providing field teams with greater insight into perspective and existing customers. The new system also greatly enhances the map-based lead and work order assignment features of the platform by leveraging the Google Maps interface and new interactive tools. Users can now zero in on specific homes being targeted through satellite images and street-level views.

“We have a large base of direct sales, door-to-door sales and field service teams using the Open Door system today,” explains Tom Brockhaus, Realtime’s Vice President of Business Development. “Open Door provides a complete platform for managing field teams and for streamlining the process of submitting sales orders to the back-office for increased productivity. The solution is in use today by cable MSOs, deregulated energy sales teams, telecom providers and a host of other industries.”

Open Door 3.0 takes the powerful sales and service platform to the next level. Working closely with providers of demographic and customer data, the system now gives companies new ways to garner valuable marketing insights in a tightly integrated manner. When field personnel visit a customer home, key information such as customer status, service penetration, and competitive insights are right at their fingertips. The new release also includes dozens of other new features and enhancements that have resulted from feedback of users in the field.

“Open Door was already the industry’s leading mobile software platform for door-to-door sales reps,” continues Brockhaus. “With these new features, the tool is just that much more valuable and expands the capabilities and value for a more diverse set of field sales and service challenges. Our customers let us know that the information and efficiencies from Open Door provide a nearly immediate return on investment.

Need To Implement Churn Management Program – Outsource With Experts!

vipul — Thu, 26 Jan 2012 16:55:13 +0000

Today more than ever there is a need to manage “Customer Churn” because Churn is not just something you see when someone cancels their services. Today “Customer Churn” is shared across various Social Networking communities like blogs, Twitter, Facebook, and other online communities, etc.

The damage from one outage, one bad Set-Top-Box, one dropped call, can be magnified as social networks spread the word about your service. Too often we see a new Facebook page “I hate my XYZ service”… with 1000′s of followers.

A well executed retention campaign can persuade the customers to take a positive action. For telecoms, they’re the best bet for adding those extra channels, upgrading that phone, signing on for that new service bundle because they were carefully contacted the right way at the right time. This segment of customers is worth saving—they’re profitable and can be convinced to be more profitable—and they’re worth an effort because the effort will make a positive difference to your bottom line.

Realtime Results offers a call center-based churn management program that is helping companies to increase their customer retention. We help our clients define, build and implement a program that gives customers that little bit of extra attention. With proactive communication and customer outreach, we help our clients significantly move toward achieving customer retention. Contact us today to know more about our churn management services.

Get the Best ROI from Your Call Center – Build a Relationship

vipul — Fri, 30 Dec 2011 19:36:04 +0000

Get the Best ROI from Your Call Center – Build a Relationship

In order to ensure that you have the largest ROI possible from your contact center, there are two main things that need to be taken into consideration. First, ensure that the choice to outsource is not a ‘quick-fix’, but rather a long-term investment and commitment. The cost of start-up fees, the research done on the outsourced companies, and the trust you are placing in the successful company does not fit well with anything other than a long-term commitment. Even if your need to outsource is project-based, if you plan on going back to the outsourcer in the future you can build a relationship with the company and get more for your money.

Also, it is important to make sure that the company you outsource to is the right fit for you, your company, and your needs. Does your culture align with theirs? What about their approach to customer service, training, quality, values and beliefs?

Do not be afraid to ask questions, ask for references, and an official proposal. Remember that you are interviewing this company for your business – they should have all the answers ready to give you.

At Realtime Results, each customer call is an opportunity to build that personal touch with the customer which not only helps us build long lasting relationships with customers but also repeat business. Realtime Results focuses on enhancing the customer experience by providing consistent service delivery across all customer contacts. Realtime Results offers higher results, through highly skilled people, superior operational excellence, differentiated environment and customer feedback insights.

Customer`s Data Security – Must For Third Party Verification Companies

vipul — Mon, 19 Dec 2011 15:41:10 +0000

The most important thing a company must be able to provide their customers when they go through a third party verification process is data protection. Customers are providing important information that must be protected at all times. Every day we see situations online and on the news about financial data and other personal information becoming public. This actually makes customers much more cautious about giving out their private information.
The Realtime Results third party verification solution gives you a partner you can trust and you will be getting a service that will go above and beyond to offer the security and safety your customers need and deserve. We strive to help you meet compliance requirements and improve your bottom line; thanks to our high TPV success rates, low costs and seamless process. The Realtime TPV offering sets itself apart through the strength of our Web-based technology platform that was developed in house. With highly customizable state-of-the-art system, Realtime Results TPV offerings can be adjusted to meet the needs of each business independently on the fly.

Call Center Outsourcing – Every Call Counts!

vipul — Wed, 07 Dec 2011 17:15:46 +0000

Serving customers via call center is just like working for any other industry. You always have to be ready to serve with a smile. This friendly tone brings out all the good things in the call.

From the moment you delivered your opening script until you say your closing statement, the customers will rate you based on how you relate with them, more than the information that they got from you. So even if you delivered bad news during the call, they will still thank you for telling them the truth in a polite manner. Organizations have realized the fact that a solid customer support team helps customer retention. Call centers are now playing a big role in keeping customers satisfied at all times. Clients are grateful that there are friendly people on hand every time they call. Your inbound call center team should be well-trained, ready to answer questions and more importantly, can up-sell.

Outsource Third Party Verification – Efficient Agents & Technology

vipul — Mon, 14 Nov 2011 21:02:15 +0000

TPV or Third Party Verification represents a critical step in the successful completion of business transactions. Organizations can be penalized by regulatory bodies for conducting business transactions without verifying the details of the transactions and keeping a recorded proof of the verification calls. It is a legal requirement for all businesses to have their proposed transactions verified by a third party verification department and the proof recorded before actually charging the transaction amount from the customer’s account. A particular transaction or sale can go ahead only when the details of the deal are verified to be correct by the third party. The importance of TPVs can be justified by the fact that without the verifications, companies can no longer make sales legally.

The Realtime Results TPV solution gives you a partner you can trust. We strive to help you meet compliance requirements and improve your bottom line thanks to our high TPV success rates, low costs and seamless process. The Realtime TPV offering sets itself apart through the strength of our Web-based technology platform that was developed in house. With highly customizable state-of-the-art system, Realtime Results TPV offerings can be adjusted to meet the needs of each business independently on the fly.
Key features of the system include:

Interactive Scripting
Intelligent Data Capture
Immediate Access to Data and Calls
Powerful, Detailed Reporting
Legacy and Third-Party System Integration
Quality Control and Monitoring

If you are looking for a fast and efficient Third-Party Verification (TPV) process to reduce expense and increase sales efficiency, Realtime Results can help. To learn more, check Third Party Verification section on our website.

The Rise of Contact Centers

vipul — Thu, 03 Nov 2011 20:18:32 +0000

Contact centers are quickly becoming a requirement for any customer based business. While call centers are a vital part of these companies, contact centers are becoming more and more prominent in today’s industrial world. These contact centers are able to handle emails, faxes, letters, and even live chat allowing for a wide array of options for customers to get into contact with companies. Connected with a call center, they are capable of handling any form of hi-tech communication. Contact centers have the ability to burst open online communication and utilize everything that technology has to offer. They are used more by all types of businesses, prompting a certain versatility that can be used in a broad range of situations and products.

Open-Source PBXs – Using Asterisk in the Call Center

vipul — Wed, 26 Oct 2011 15:59:01 +0000

Realtime Results has been in the vanguard of using open source platforms such as Asterisk to replace traditional PBX switches and systems. Voice-over-IP (VOIP) is certainly where telephones are heading in the call center, and open source takes it to the next level.

Asterisk is an open source software solution that allows anyone to spin up a feature rich phone solution that includes IVR, trunking, call recording and a host of other powerful features typically reserved for expensive PBX solutions. By leveraging Asterisk, Realtime has been able to create a robust calling platform that is highly scalable and extensible. Because we have access to the source code, we’ve been able to customize and implement calling solutions that are truly unique to our business.

If you haven’t examined open source solutions such as Asterisk or Freeswitch, what are you waiting for? There’s a revolution happening in call center telephony solutions. Don’t get left behind.