Updated ACA Online Video

1st Quarter In The Books, The Record Books That Is!

Today officially starts the beginning of the 2nd quarter and the close of the 1st quarter for ACA.  This is a monumental day for ACA and our team as we are about to close our single largest sales month in ACA history.  We owe much of our teams success directly back to 1 man who literally changed the face of the ACA sales force forever, Jack Daly. 

I had the pleasure of meeting Jack at the ATSI Owners Forum, a annual industry conference for call center owners.  Jack helped make me understand that my position of Director of Sales was not to be the top sales person at my organization, but to mentor my sales people to become as good r better than I am.  This understanding led me to re-evaluate the way my team was structured and it's scalability.  Once I saw just how correct Jack was I immediately made the change from player coach to simply coach.  Needless to say this change was shocking to my upper management team as I alone pulled in 50% of the net sales of the company.  But, the decision was made and I was given these simple encouraging words, "Don't F Up!"  LOL!!!

To sum everything up for all my number driven fans out there let me leave you with this.  I entered this quarter with out me selling and with 3 new green sales guys, for a total of 5 sales people.  From this team I was able to increase out quarterly net sales by 60% in 1 quarter.  Now I am not saying this did not come with out some sleepless nights but was it worth it in the end?  Hell Yeah!!!  The structure of my team now allows for the continued scalability needed to hit ACA's corporate growth goals for many years to come.

So on behalf of the Entire Team at Answer Center America, Inc. Thank you Jack Daly!  You wrapped up your presentation saying you simply want to make a difference at a business.  I hope this blog posting shows you that you succeeded at ACA!!!

xoxo

Michael "Sales King!" McMillan

From Sales Life Style

Call Center Metrics Can Boost Quality and Save Money

Summary: There are productivity, quality, and customer satisfaction metrics which can be measured to enhance quality and increase a company bottom line. GoACAnow.com offers call center solutions that can manage inbound or outbound business calls professionally.
________________________________________________________________________

Call center metrics are key performance indicators, and they should focus on business goals and call center solutions. If metrics are analyzed and lined up with strategies, they can boost quality and save an organization money. Metrics monitor a call center’s performance by gathering and analyzing information; there are productivity metrics, quality metrics, and customer satisfaction metrics.

Inbound productivity metrics include the number of calls handled, and their timing. Also included are the number of emails handled, and the average time to respond to emails. Inbound productivity metrics comprise the percentage of calls and transactions resolved in the first contact. Outbound productivity metrics include the number of outbound calls and their timing. Productivity metrics for orders and quotes include the number of quotes and proposals, prices of quotes, and dollar amount of items sold. They also identify the number of leads and cross-sell/up-sell opportunities.

Quality metrics involve the accuracy of orders and quotes. They quantify product knowledge, technical knowledge, and communication and problem solving skills. Satisfaction metrics are figured from real time surveys of customers, field sales staff, and partners/distributors.

Analyzing these metrics can show if goals are being met, and if call center solutions are needed. The results will show specific areas that need improvement, and the quality of the call center will improve if new plans are put into practice. Cost analysis including measuring cost per call can save money and increase revenues by implementing improvements where needed.

Answer Center America, Inc. offers high quality call center solutions with their state of the art technology, and professional staffing. GoACAnow.com operates efficiently by analyzing metrics, and can increase a business’ bottom line.



Bio: Grace Enderlein is a freelance writer and editor. “Call Center Metrics Can Boost Quality and Save Money” outlines what metrics measure, and how they can increase quality and save money for call center solutions.

From Sales Life Style

2008 Answer Center America, Inc. Posts Aggressive 29 Percent Growth and Seeks Hiring 25 New Employees in January 2009

Chicago, IL – December 29, 2008 – Companies have discovered cost effective call center outsourcing services driving growth of Answer Center America, Inc, one of the nation’s leading call centers, up 29% this year.


Answer Center America, Inc. (ACA) today announced unprecedented growth this year, which has lead to a steady hiring stream of 5-10 employees per month, with current open positions for January 2009 at 25.

With more than 120 specialists on staff, ACA handles nearly six million calls per year. Given the high call volumes, optimal agent performance is critical in providing quality service experiences to ACA’s corporate clients. ACA hires experienced call service agents and trains them internally. ACA services include general call services, inbound call services, and outbound call services, with a broad range of technologies utilized; making it important that both new and current staff is continually trained. The fact that many ACA agents are bilingual – in English, Spanish and French – adds another layer of complexity to hiring and managing the unique skills and proficiency levels of each specialist.

“Last year Answer Center America identified a need for turnkey outsourcing solutions which provide corporations the ability to scale as needed from general workforce management functions to advanced help desk and sales capabilities,” says Mike McMillan, Director of Sales and Marketing, for ACA. “ACA has been working to add services which will help our customers thrive in a tight economy. Take, for instance, the cost savings of outsourcing help desk support. Our Tech Connect service allows for network, server, and PC monitoring and support remotely, and our Instant Connect service enables web chat. These coupled with our Ticketing System for inbound call recording allow customers to cost effectively outsource their entire customer service operation using a customized methodology. Our specialty service, Your Connect enables ACA to customize and virtually mirror the operation of a corporate call center, creating a total savings of 75% - 95% depending on call traffic!”

ACA provides a customized call center solution with full scalability, allowing room for anticipated client growth. It also allows call center agents to integrate with client systems and personnel. ACA utilizes technology, which allows for seamless integration with various telephony switches. ACA systems capture and analyze customer/caller interactions, improve workforce performance and optimize service processes. The system allows clients to improve service by scheduling the right agents with the right skills at the right time. ACA helps companies discover business trends, employee and customer behavior patterns, and ensure excellent customer service. ACA plans to continue to improve service offerings to meet the changing economic and technology needs of its clients.


About Answer Center America, Inc.

Answer Center America, headquartered in Chicago Illinois, is a leading provider of 24/7 call center solutions for optimizing employee time and skill sets. Answer Center America delivers high quality and superior customer support necessary for a remote messaging and business solutions. ACA is best known for its multi-layered security support system using state of the art equipment, highly trained professionals and dedicated customer service agents which allows them to provide customized, affordable outsourcing services.

Today, more than 2,500 organizations on 4 continents rely on custom solutions provided by ACA solutions to perform more effectively and competitive in their market. ACA provides a seamless extension of your business custom made for you. Visit us at our website www.goacanow.com.


Media Contact:

Michael C. McMillan
Director of Sales and Marketing
Answer Center America, Inc.
Phone#: (800) 270-7030
Fax#: (800) 971-2110
Email: mikemcmillan@goacanow.com
URL: http://www.goacanow.com
Blog: http://blog.goacanow.com

Baton Down The Hatches Because Here We Go!

T Minus 3 Days, 14 Hours..... and Counting Till 2009

It's the final stretch to get everything you can done and ready for 2009.  Many people have been emailing me asking me for my end of year checklist that I use to get me and my team ready for the next year.  So I figured why not share my response with all of you.  

Instead of sharing my actual check list I thought it would be much more beneficial to share with all of you what questions I ask myself to come up with my check list.  We don't have much time so lets jump right in.

1. What are my top 4 quarterly goals, and what is their priority?  

(What Order Do I Want Them Done In)

2. What are the company's sales goals and forecast models?

a. What process or system do I have in place to track my numbers?

-Have I tested to make sure this systems is working properly?

3. What training do I need to complete with my team before the new year?

(New Service/Products, New Commission or Bonus Structure, etc...)

4. What are my professional goals for my self and how do I plan to complete them?

a. What new group, organization, or club will I join in "09?

- What is my plan to become recognized? (i.e. - Board Member, Award, etc...)

b. What classes or training seminars will I be attending in "09?

- How will they benefit me and my team?

- Are any of them able to be expense or do I need to budget for them personally?

c. What new business outfits am I planning on purchasing for "09?

- Have I budgeted for them?

d. What were my "08 accomplishments?

- Where have I posted these so I see them every day in "09?

e. Have I planned a personal vacation with my wife?

(Make sure to add personal pieces as your personal life can set the tone for your professional)

5.  Do I have any money left in my budget for "08 that I should allocate to a marketing blitz for Jan. "09?

6. What are all the marketing and advertising companies I will be using in "09?

a. What is my contract length with them?

b. How much is the contract?

c. What matrix am I using to track it's success or failure?

You Are Done!!!!

This is a great starting point but  by no means everything for everyone.  With different industries come more or less questions.  The most important thing is to make sure you are asking your self at least the personal goal questions as with out the answers to them you have no direction for the new year.

**One Last Important Note**

Once you have completed answering all of your "09 questions make sure to post them at your desk and on your mirror in your home bathroom.  This way you are reminded of them ever day and can stay focused through out the year.  Also, once you have completed any of the tasks, goals, etc... make sure to check them off so you can see your accomplishments.  This is one of the most important pieces as these types of tasks can be easily forgotten or motivation lost if you do not keep them in front of your face at all times.  

Have a successful & prosperous New Year!!

Bio: Michael McMillan is the director of Sales & Marketing for Answer center America, Inc. “Baton Down The Hatches Because Here We Go!” helps managers and sales people get ready for the new year by getting organized. For more information on ACA's services please visit http://www.goacanow.com.

From Sales Life Style

Chicago Businesses Can Take Advantage of Call Centers

The poor economy has Chicago businesses seeking cost cutting measures in order to survive. Using a Chicago call center allows for the continued operation of business while being cost effective. Utilizing personnel efficiently greatly increases corporate savings and frees employees to do what they were hired to do. Call centers are effective cost cutting measures during a down economy.

Succeeding in Chicago’s Poor Economy

The recession continues in the United States, and confidence is low making the future uncertain. Chicago is no exception to the economic downturn, and it is reflected in the downsizing of businesses at all levels. The occupancy rate of commercial real estate in Chicago is already low, and it is expected to keep declining, and foreclosures are looming in neighborhoods that were promising just a few short years ago. Chicago has seen the collapse of the major financial institution Washington Mutual, and is anticipating layoffs from Chicago-based United Airlines. Chicago is the headquarters for many companies, large and small, and CEOs have warned that layoffs will continue into 2009.

Some companies cannot afford to support an in-house staff anymore, and have already made layoffs. All businesses are seeking cost cutting measures to survive. Companies need continued coverage for incoming and outgoing calls despite any financial problems, and this is where outsourcing to a Chicago call center can really make a difference to the bottom line.

Chicago Call Centers Save Money

Chicago call centers increase efficiency in a company by offering low cost and high quality communication solutions. Using a call center maximizes the bottom line, and does not compromise the image a company wants to portray. A call center staff is trained to knowledgeably promote products, and professionally represent companies. Using a call center increases customer satisfaction by giving a constant presence to a company and allowing more interaction with customers. Customers’ needs are met consistently and promptly, which results in customer retention and approval.

Using a call center costs a fraction of what it would be to staff in-house. Studies show that when comparing variables such as call length, number of calls per hour, staffing costs, and administrative costs, outsourcing call center needs saves around 70 to 90 percent! Call centers can be used to replace internal staff, or they can be used to fill in during peak periods or after hours. The cost difference is significant also taking into account the need to hire, train, and supervise permanent employees.

Exactly How a Outsourcing Through a

Call Center Saves Money

An average mid-cap company receives on average 40–50 calls per hour in their peak months, 20–30 calls per hour in their average months, and anywhere from 5–15 in their slow months. The national average of work production by a standard employee is roughly 45 minutes of each work hour (please note — 45 minutes is the high end of the scale). If you figure anywhere from $7 to $30 per hour for infrastructure costs & $25 to $75 per hour for administrative costs, you start to see what real costs savings outsourcing these calls can achieve.

What all this means to your bottom line is very simple. Once you have moved your current solution to a full outsourced solution we have found savings from 75% to 79% at peak months, 80%–89% at average months, and well over 90% savings in your low volume months. Then if you add in the “X” factor of if your higher “Worth and/or Skilled” employees are currently performing this function your savings can end up on low months over 105% and increase productivity.

What this means to your business in dollars and cents is as follows:

• Enterprise Businesses 2 Million +
• Mid-Cap Businesses 1 Million – 2 Million
• Small Businesses 250k – 1 Million
• Start Businesses 25k – 250k

The amazing thing is that even some call center companies can outsource and save money by using ACA’s model. This not only saves money, it improves call quality, and thus customer loyalty.

Many call centers offer inbound and outbound solutions as well as web chat, conference and Internet Bridge, email, faxing, and credit card processing.

Review: “Chicago Businesses Can Take Advantage of Call Centers” notes that companies’ use of Chicago call centers helps save money. Answer Center America, Inc. offers superior customer support and state of the art equipment to meet client needs. A cost comparison study is available to estimate the savings associated with outsourcing call center needs. http://www.goacanow.com