Outbound Services and Telemarketing

Managing customer interactions effectively is imperative for any business and ensuring satisfaction with every interface is a challenge. An outbound telemarketing service is proactive marketing in which prospective and pre-existing customers are contacted directly over the telephone. If handled professionally it is a very successful way to grow your business in which the telephone is utilized to sell, promote or research products and services. However, because of overuse this form of marketing has become somewhat of a challenge and requires a lot of refinements in techniques.

Navigantindia services of calling existing customers, prospective customers for lead generation, product promotion, surveys, verification, fundraising campaigns, technical support etc. These calls and promotions are of two kinds-B2B and business to customers.

Benefits of outbound telemarketing services

1. Telemarketing allows a real time communication between the customer and the business. Customer's concerns are quickly addressed by the telemarketing service staff, thereby leading them to the end goal-purchase.

2. Telemarketing brings an immediate response.

3. Telemarketing provides a direct link between the target audience and the company. It could be lead to more sales and more customers.


Outbound telemarketing is considered as one of the best medium to deliver a company's message directly to the prospects or customers. The direct call combined with follow up calls or emails have been found to make the telemarketing campaign more effective. The goal of telemarketing service is to generate sales. Sales are generated by directly contacting your prospects from a targeted demographic list and presenting your new product in a way that will appeal to people. This enables the business to keep in close contact with present and potential customers, increase sales and enhance business productivity with far greater efficiency.


Outbound calling also provides companies the opportunity to contact a customer with whom it has a business relationship after the consumer purchased a product from the company. This telephone calling allows companies to thank the customer for their purchase and directly ask them for feedback on services and buying experience. It lets the customer feel that the company cares their opinion.

B2B Telemarketing.

B2B or business to business telemarketing involves a team that can speak to customers about products in the business language. Those programs need to be customized, flexible, scalable and measurable. They need to develop a strategy and have problem solving capabilities that can refine or change project parameters as and when needed. On the whole B2B telemarketing is more ROI focused.

Getting a good return on outbound telemarketing investment requires planning, accurate data and a good script. Telemarketers must be very careful not to antagonize the customer. Directory or database of prospects is the first and foremost step to begin an effective campaign. A carefully written script should be utilized by every caller to get the most value from the time and money spent on each call. The information, positioning of the message, delivery, and method are the key factors responsible for the success of the campaign.

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Navigant Technologies - Complete Call Center Services For Your Business

Navigant provides call center outsourcing solutions to businesses. We go beyond traditional call center services by offering services such as order taking, help desk, customer acquisition, and emergency response. In business since 1922 and with years of experience in the call center industry, Navigant can customize its services to accommodate businesses of all sizes and in all industries.

Navigant is an complete outsourcing center combining the latest technology with customer service and a commitment to excellence. The contact center services we offer span all clients in all industries who are in need of comprehensive or singular services. By offering all solutions as customizable services, we have emerged as a leader in the call center industry. Whatever your needs are, Navigant services can be customized to fit your framework, making us a complete business outsourcing center. Our call center is staffed with agents, supervisors, and staff that are focused on the growth of your organization. We succeed when you succeed and it is imerative that we focus on increasing your sales and customer service support through excellent call center support.

Outsourcing has many advantages including increasing available personnel to answer customer questions and respond to customer service issues, lowering overhead, eliminating gaps in customer service, and increasing customer to business response times fostering strength in your brand. If you are performing direct marketing campaigns or just responding to marketing efforts, you know inbound call volume can fluctuate. Fluctuations that your office cannot handle mean lost opportunities. Using Navigant as a call outsourcing service mean you will never miss a call or an opportunity again. Our call center provides an architecture of agents plus offsite overflow operators to give your callers the customer service they expect. Outsourcing to Navigant ensures you will get the best call center services in the industry.

A call center is only as good as it's employees, and Navigant employees are trained customer service specialists to manage your account and your inbound and outbound telephone calls. Our agents answer the telephone in your company name and follow your service protocol to mimic the professionalism your own office would display to your customers. And, our service is available 24 hours a day, 7 days a week, whenever you need us. We can answer your calls as often as you need, from full 24 hour service to acting as an overflow call center when you need. As your outsourcing solution, our agents will learn about your organization and provide complete services when you need them most.

We have the capability to provide around the clock services, strengthen your brand and your relationships with your customers, increase customer satisfaction, and maximize your budget on business process outsourcing. When you are ready to explore call center outsourcing options, contact Navigant Call Center today.

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Navigant Technologies (P) Limited Announces Expansion Plans to a 500 Seater Facility by December 2010

The Navigant Group of Companies, comprising of the parent corporation and its subsidiary, Navigant Technologies (P) Ltd. and Navigant Technologies Inc. recently announced the expansion goal of their outsourcing facility in Gurgaon, India to an ambitious 500 seater by December 2010. With a vision to be “the undisputed choice for companies looking to outsource by applying cutting edge technology, highest standards of customer service levels and leveraging cost benefits”, and as one of the fastest growing International Call Center Services provider, Navigant Technologies has grown approximately 200% in the last 7 years and still has the ability to add even more seats in the near future as the overseas demand for outsourced business processes such as Inbound Customer Service, Outbound Telemarketing and Technical Support services continue to grow.

Navigant Technologies Group Founder and CEO, Ankur Bhatia commented that he believes that the company is only just really beginning to grow, after going from just 10 seats to currently 300 seats, the result of a resilient and unyielding effort to realize the expansion strategy formulated by the vision-driven CEO and followed diligently for the past 7 years. He also remarked that the new expansion goal to a 500 seater by December 2010 should not be too much of a challenge as the growth momentum of the company had steadily stabilized over the past 2 years. “As a company we are still just getting going! We are continuing to grow our client base as well as our internal development programs and are obviously looking forward to the next 12 months when we cross the 500 seater milestone”, Mr. Bhatia commented when interviewed for this release.

Sanjiv Sood, the General Manager who is currently handling the Indian Operations of the Corporation, and one who has not only grown with the Corporation, but has also contributed to this remarkable expansion and diversification process over the past 7 years commented, “We believe that our investments in advanced technology platforms, data security and specialized trainings and comprehensive quality monitoring mechanism that we have in place have enabled to us to achieve high customer service competency levels. We are now identified as one of the leaders in handling outsourced call center operations, especially for telecom and technology companies for the world over”.

The company, which now takes care of clients from all over US, Canada, UK and Australia, originally started out as an Outbound Telemarketing Consultancy company and developed its Inbound Customer Service and Sales Support services when their existing clients began demanding such support services.

Since the introduction of their popular upgraded IPLC/MPLS based technology, the company has seen an increasing number of small and medium-sized companies, particularly from Canada and the US contacting them to not only help out on the back off side of their business, but also to enjoy the cost-saving benefits that Navigant Technologies' unique outsourcing support has to offer.

“We started out using the upgraded IPLC/MPLS technology for our Outbound Telemarketing needs, and eventually utilized them to support Inbound Customer Service facilities because of the additional business that was acquired in over a trial duration of just a few months through the optimum utilization of the sophisticated IT tool”, commented Digvijay Sinha, the Head IT Support Manager of the Corporation's Indian Operations.

He further added, “Safeguarding our clients' information has always been and will always be our top priority, and we go to great lengths to prove and assure our clients that their information is always safe with us. We are currently using a highly sophisticated Unified Threat Manager, a technology which has Intrusion Detection and Prevention. We also maintain a robust Firewall, Content Filter and Proxy Servers etc.”.

On being asked asked the type of technology used in their Indian Outsourcing facility, Sinha said, “At the moment, we use a highly sophisticated Unified Communications Server which can handle Voice, Data (e-mail, IM etc.) and Fax. This Server has CRM integration and can interface to a ISDN PRI, Last Mile (Copper and Fiber), GSM/CDMA networks and PSTN lines as well”.

The Navigant Group of Companies provide Total Business Outsourcing solutions to clients all around the world which includes Inbound Customer Service, Outbound Sales & Telemarketing, Lead Generation, Global Data Collection and Technical Support Services.

They can be contacted via the following -

India : +91-124-4387150
NA : +1-800-670-0329
UK : +44-208-588-0694

Inbound-Customer-Services

Call Centers aim to provide inbound services to their clients through their services and networking so as to develop best possible solutions to their clients. For consistent call center inbound services, a team of professionals and well trained executives have come a long way to build the desired portfolio for their employer. For this purpose executives are serving 24x7x365 days and are building to create a niche for their customers.

Many International Companies maximize their effort, time and money by utilizing the services offered by their inbound call center service providers for direct marketing. Hence, call center inbound service are aimed at improvising the direct marketing techniques. These services are also offered to improvise upon the technical support team.

To create a complete fool-proof high efficiency network, it is essential to often record calls and takes down notes on a regular basis. These help in tracking the problems of customers and convey such problems to the respective clients so that all such problems are sorted out and not repeated in future.

It is always better to assign direct selling campaigns to the inbound call centers as they have a team of professionals handling these jobs at regular intervals for their different clients. Also the concentration towards the core business brings better results for the company. Hence, assigning inbound call centers for imparting inbound services not only saves money but also time and effort on client's part.

As far as after sales service network is concerned, Call Centers is on a pathway where clients invariably confide in our inbound services of feedback generation from the clients and also solve any type of problems arising after usage of services and products.

The USP of Call Centers is that the calls are taken and answered promptly, professionally, and courteously. Along with this, our inbound telemarketers confidently take up the calls due to complete knowledge of product and services. This kind of confidence is a gift of proper training by the professionals within the specified period of time. Through our inbound call center services, a client never feels insecure even while they are away from the office.

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B2C Marketing

On the Internet, there are two kinds of marketing B2B and B2C. B2B is 'Business to Business' and B2C is 'Business to Customer'. However in recent years two other terms have also evolved and they are B2E (Business to Employees) and B2G (Business to Government).

A B2C website is a typical ecommerce website that sells its product or service to its customer base. However there are a few exceptions such as a 'lead generation' website. Here the website is basically collecting data on the visitor by making him fill out a form. Then many websites are involved in selling such data to other suppliers who are in the business of supplying the necessary product or service. And since the person who is filling out the form is opting-in (opt-in), sending communication to him would not be considered as spam. The person who is filling out is considered as the customer and so lead generation websites can also be termed as B2C. But such websites often also become B2B.

B2C websites can be typical ecommerce websites or they can also be establishments trying to reach out to the customer base. For example a bank enabling a customer to login and view the balance in his account and also perhaps transfer some money comes into the domain of B2C marketing. And here are a few examples of some of the biggest ecommerce websites that are all typically B2C Amazon, Ebay, Yahoo Stores, Barnesandnoble.com, Buy.com and others. In fact most traditional big businesses are now going in for B2C marketing because they know that the customer base is also shifting to the Internet. For example, Dell Corporation now allows a visitor to the website to configure his computer. This is how the company is engaged in B2C marketing.

What's Typical About B2C Marketing?

B2C marketing is great because the business is able to beat the geographical barriers and reach a global audience. Also, the business is able to reach the customer directly and cut all the middlemen who come in the picture when the product has to be delivered in the traditional way. B2C marketing also allows the business to cut costs.

Another great thing about B2C marketing is that it allows most businesses a space. This means that even a small home business is given the opportunity to compete with the biggest retailers, and that is because the costs involved in online B2C marketing is much less that of traditional marketing.

For example if you are into selling watches over the Internet, and if you are a small or a mid sized retailer, then it would have been extremely difficult for you to create a corner for yourself in a traditional market simply because the big brands have a deep pocket. They can beat you easily through hundreds of insertions in newspapers and the television. But B2C marketing gives everyone a level playing field. Well almost!

KPO servies in india

It’s very evident from the about discussion that the KPOs are the next big thing about to happen in India. India has a large pool of knowledge workers in various sectors ranging from Pharmacy, Medicine, Law, Biotechnology, Education & Training, Engineering, Analytics, Design & Animation, Research & Development, Paralegal Content and even Intelligence services that can be put to use in a KPO.

Comparing challenges with the Indian IT and ITES service providers, it is not surprising that India has been ranked the most preferred KPO destination owing to the country's large talent pool, quality IT training, friendly government policies and low labor costs.

Navigant has a dedicated and highly qualified team to systematically collect and analyze data and information about target customers to enable our Clients take informed decisions. We work on applications such as VOXCO, Confirmit and other world renowned applications to ensure accurate data tracking.

Our team has executed several campaigns in industries such as IT, Healthcare, Consumer Durables, etc.

Some of the services we cover under this important segment are::

1. Research & Development

2. Business and Technical Analysis

3. Learning Solutions

4. Animation & Design

5. Business & Market Research

6. Pharmaceuticals and Biotechnology

7. Medical Services

8. Writing & Content Development

9. Legal Services

10. Intellectual Property (IP) Research

11. Data Analytics

12. Network Management

13. Training & Consultancy.

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Call Center Services

A call center is an office that is designed to handle all kinds of telephone communication for the customers of other companies. There are a number of call center services available and most companies will discover that they can outsource almost if not all of their customer telephone contact services through a call center. Call center services may be offered from a single location of from a number of different location spread throughout the country. This is often called a corporate computer network that is a connection of a number of technological computer systems integrated together.

The sole purpose of using call center services is to communicate with a business’s customers. These call center services can include but are not always limited to answering incoming and making outgoing phone calls, faxing, responding to email inquiries and even replying to written correspondence. Many mail order catalog companies, utility services and even support services for computer related software and hardware issues are currently handled by a call center. Just about everyone who has had some kind of dealings with a business over the phone has probably been in contact with a call center service.

Call center services are built for the specific purpose of handling all the communication needs of a business. While it would cost more than most companies could afford for the equipment and technology required to provide their customers with the kind of support available through a call center service, call centers have all the technology required to do that job for them. The technology used to provide any call center service is designed to make responding to any question as productively as possible and as quickly as possible without sacrificing the quality of service provided.

Successful management and efficient performance of any call center service can depend on a number of factors. The type of software that is used like interactive voice response, automatic call distribution, predictive dialing, automatic number identification, chat and web collaboration, email management and other technology as well as preparing for demand often influence how effective any call center services will be for any company. A great deal of estimating the amount of staff and cost for all call center services as well as the kind of demand each service may encounter is done in order to be both productive and profitable needs to be done accurately in order to supervise a successful call center.

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