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SMEs Also Need Call Center

BEIJING, Jan. 5 /International Business Daily/ --Under the “cold” market environment, how SMEs to survive from “winter” becomes the hottest topic. Many large companies stated publicly, they will take the opportunity to enhance its internal strength, actively improve the product technology level, and consolidate customer loyalty and effectively reduce operation costs by using e-commerce, call center and other new business modes.

Wu Yimin, President of Beijing Infobird Software Co., Ltd., said “SMEs can do the same as large companies do.”

There is also “soft” call center
Answer customer calls, track and learn customers’ latest needs, and keep smooth contact with world-wide consumers at all times… If its call center can successfully do the above things, the company certainly will grasp the market opportunities.

However, traditionally, to build such a call center is really expensive. It needs not only switch, board card and other hardware equipment but also complex technical support and huge human resource costs. Millions of construction investment may cause SMEs bankrupt but without saving them. Is it destined for SMEs not to keep close touch with market and customers?

Wu Yimin does not agree. The “hard” call center is no way. Then we use the “soft”. He abandoned the traditional switch call center mode, and adopted SaaS (Software as a Service) mode. The company can rent Infobird agents and allocate to its employees without any hardware investment. Then they can have all the call center functions at any place with network access. Using one national unified number, the company can answer customers’ calls from fixed phone, mobile phone, PHS, and even Internet. “If the company has affiliates in different cities, during the holidays, it only needs to arrange 1 or 2 agents to answer all the calls from all over the country.”

Answering the call is just the first step. Infobird hosted call center is not only a customer service mode but also a sales management mode. All customer information is stored in the computer platform. Salesmen do not need to check name cards. They can have initiative talk with customers by clicking the mouse. For incoming calls, agents can active the computer to add or modify data. All salesmen’s calls have been recorded. Then analysis becomes available, which solves the problem of customer loss caused by staff demission. The summary and review of successful or filed cases can also be achieved in order to enhance service level and management level.

Turning point under financial crisis
In 2008, there are 2 unforgettable things to Beijing Infobird and Wu Yimin.

One is that Infobird was awarded as Red Herring Top 100 Asian Companies in the end of 2008. Infobird is the first winner from call center industry. Meantime, Infobird has gained a few venture capitals, becoming the few SaaS enterprises getting international VC.

The other one is that Infobird and Jiangsu Suqian Government subscribed the cooperation agreement in Oct. 2008, coordinating in building Suqian Outsourced Call Center Base. Wang Min, director of Suqian Foreigh Trade and Economic Bureau, said she hoped this cooperation would promote the further development of Suqian BPO service and export-oriented economic.

These two things are the snapshot of Infobird 2008 fast development. It is learned that, in 2008, Infobird sales increased by 250% each month. Till now, there are more than 300 enterprises using Infobird Call Center.

Wu Yimin said, in 2006, American agent number has reached 3 millions, while China just had 200 thousand agents. “Chinese future call center market is really huge.” Especially, with financial crisis and economic recession, Chinese SMEs will take measurements. And under the cutting budget, to better connect market and to better serve customers become the most urgent tasks for SMEs. “Thus, SaaS Call Center will be the future developing direction.”