Callbox Expands its Operations in Asia With a New Callcenter Facility

Los Angeles, CA – November 25, 2005 – based Callbox, officially opened its second facility in Iloilo City, Philippines on November 9, 2005 to meet increasing demand for its world-class outsourcing services. The sprawling site, topping 16,000 square feet was specifically designed for modern task-group style operation, allowing dozens of clients to be served by their teams in dedicated office suites. Custom-designed workstations provide agents more workspace, more comfort, easier inter-team coordination, and a more creative environment than any call center to date. Callbox can now accommodate over 450 highly qualified agents and technology specialists.

“Callbox is not surprised to be doubling its capacity for the seventh straight quarter. It’s only good business to respond swiftly to sheer demand. It’s simple reinvestment in our people and our clients.” said Glen Norris, Chief Operations Officer. Due to demand for ever-broader services, Callbox is designing all unmet infrastructure projects to scale directly to large-scale business process outsourcing center.

Callbox continued its technical innovation by integrating all call reporting and telecom operations seamlessly with the first facility, proving their concept of open source LAN independent call processing. It’s important for our clients not to be limited to any third-party feature set or hardware, whereas our main concern was to prevent geography from limiting our clients’ expansion. The only solution was to design and build our own switch network. Writing the first end-to-end open source contact center took us man-years, but now we can provide exactly what our clients request, 90% of the time. …[and] we’re free to scale just as fast as our clients want to grow, unharnessed by expensive hardware and consultants. That’s a good feeling.

Within three weeks of opening, the second facility already accommodates 11 new accounts. With technological proof-of-concept behind them, and daunting business volume on the horizon, Callbox will begin third facility drawings January 2006 in order to break ground within 12 months.

CALLBOX LAUNCHES PipelineCRM©

New multi-channel web-based CRM tool integrates callcenter power, enabling managers and sales professionals to streamline business development

Los Angeles, CA – February 5, 2006 – Callbox launched PipelineCRM©, the first web application developed to provide managers and sales professionals an ideal customer relationship management system that transparently integrates the contact center (“call center”).

PipelineCRM©, provides all the essential functions of a modern CRM tool:

  • Private logins for each sales professional
  • Event calendar
  • Alarms
  • Searchable contact history
  • Real-time sales pipeline view
  • Managers can view regional real-time campaign results
  • Managers can drilldown to view any sales professional dashboard
  • Prospects are refreshed at any defined interval
  • Flexible reports for both salesforce and managers

pipeline-features11

In addition, call center power is fully integrated:

  • Leads mined by the contact center appear to the salesforce as they are found via any channel (web, email, IM, SMS)
  • Appointments scheduled by the contact center are added to the salesforce calendar(s)
  • Unlimited number of calendars/sales territories
  • The contact center keeps the sales process moving by reminding both prospects and salesforce prior to appointments
  • All reports reflect both salesforce and call center progress in real-time

Built with best practices, open source architecture, the PipelineCRM©, intuitive “Outlook-alike” dashboard incorporates email messaging, quality monitoring, digital voice recording, and call list and prospect import/export. PipelineCRM©, is the result of years of cooperation and client feedback, capitalizing on well-evolved processes. Managers can view the dashboard and sales pipeline of any sales agent, any region, or the whole campaign, at any time, from anywhere, and get an up-to-the-minute report on both closed sales and forecasting in any format [html, csv, pdf]. Sales Managers love it.

Callbox Chief Operations Officer Glen Norris said, “Although we designed PipelineCRM©, for a multi-tier large-scale salesforce, we made certain it neatly rolls up to be quick and meaningful for lighter volume 1-5 seat campaigns. … We’ve helped clients grow very very quickly. From now on they are not going to need to migrate a thing.”

PipelineCRM©, is a clear indication of Callbox’s continuing commitment to delivering client satisfaction through “managed and measurable” growth. Callbox provides PipelineCRM©, to all clients as part of Callbox’ customer contact services package. Contact Callbox for a demo now.

Callbox Goes Bilingual

Los Angeles, CA – June 2007 – Research has it that the percentage of U.S. Hispanic population is exploding. We’re talking about consumers spending more than $300 billion a year – and that figure is projected to triple by 2010. Spanish is the first language of approximately 90% of U.S. Hispanics, and a majority of them report that they are more comfortable speaking Spanish than English.

Don’t let a language barrier stand between you and your potential to increase your sales and serve your customers better. Callbox’s highly-trained English and Spanish-speaking representatives handle customer questions, complaints, inquiries with the highest degree of courtesy and professionalism. Aside from having strong written and verbal communication skills, they are proficient in the use of web-based tools and are self-motivated and team-oriented. With our bilingual representatives serving your customers 24/7, your business enjoys enhanced customer relationship and support.

CallBlaster Instant Connection

Los Angeles, CA – March 2007 – Now you can deliver a pre-recorded message to any of your customers by phone. If they have specific questions about the message, or want to act immediately, they can press 1 to be connected instantly to a live agent, your home office, or any number you designate. This allows you to reach much larger audiences, very quickly, on short notice, without paying for additional staff. (Federal law prohibits prerecorded message delivery except to your existing customers/affiliates.)

Website Marketing: CallMe! Button Instant connection from your website

A visitor to your website can enter their phone number and click CallMe! In seconds, they will receive a call from a friendly live agent. They can also be called after a specific interval. An interested but occupied customer could select ‘Call me in 10 minutes’, or head to lunch and select ‘Call me in 60 minutes’, or they could head out to their car, type in their mobile number, and select ‘Call me in 20 minutes’.

Email Marketing: CallMe! Button Instant connection by email

Now you can instantly give attention to your customer by email. How?

You or Callbox can email your marketing message or advertisement to your target prospects, with a CallMe! button right in the email! Interested prospects can connect to a live agent instantly. We have reduced the barrier to engage to a single click.

Not only does it work, but people naturally want to see it work. “Will they really call me right now?” Yes we will. (Note: CallMe! is now known as HotConnect!)

Great News with High Volume Order – Taking with Zero Hold Time (ZHT)

Los Angeles, CA – February 2007 – Sudden high volume traffic, such as that generated by television advertisements, is cost prohibitive to handle with 100% effectiveness. How can you process hundreds or thousands of potential orders in a 10 minute period without paying for hundreds or thousands of agents? Inevitably you need to put callers on hold and hope an available agent will take the order before the sure-sale hangs up. Any reduction in hold-time directly increases sales, and Callbox has reduced the hold-time to zero.

Here’s how it works:

“Thanks for your interest! All agents are busy due to overwhelming demand. But we have taken note of your phone number and we will call you back in 20 minutes! If you don’t want a callback, just press 2. To have your call returned to a different number, simply enter it now and hang up.”

ZHT ensures your callers never have to wait on hold! They can watch TV, eat lunch, or take a drive instead of spending valuable time on the phone, tying up the line, sighing along to the hold music. Now your callers can just enter their mobile number, hang up and head out the door knowing that the call will come, with zero hold-time. In the meantime, the phone is not tied up.

  • Collect callback numbers for later
    “Your call is [5th] in line. Your estimated wait time is [5] minutes. Don’t want to wait? Just press
    1 and hang up! We will call you back as soon as we can.”
  • Callback when it’s their turn
    “Your call is [5th] in line. Your estimated wait time is [5] minutes. Don’t want to wait? Just press
    1 and hang up! We will call you back in about [5] minutes.”
  • Don’t lose your place
    “Your call is [5th] in line. Your estimated wait time is [5] minutes. Don’t want to wait that long?
    Just hang up! If you call us back within [5] minutes you’ll still have your place in line!”

Let us improve your customer’s experience with ZHT. In turn you will enjoy:

  • Decrease in the percentage of irate holders
  • Decreased active phone lines in use
  • Decreased average queue depth and hold times
  • Increased callback requests
  • Increase in the percentage of voluntary holders
  • Increased callback sales
  • Increased sales per hour

Google Director to attend Callbox Seminar in Asia

Los Angeles – November 2008 – Callbox Sales and Marketing Solutions, following the success of its expansion into the Asia Pacific market, will hold in January their invitation-by-request Callbox Global Marketing Seminar ’09 entitled, “Global Marketing Strategies for the IT Industry.” The seminar will be hosted only in Singapore and Kuala Lumpur, Malaysia to address the impact of the global financial crisis on marketing strategies.

Callbox, the largest offshore lead generation company in the US, has lined up a well-crafted half-day marketing seminar that will tackle relevant issues affecting the IT industry in Asia. Topics include local marketing versus global marketing strategies, marketing to the US, and an in-depth look into online marketing strategies. Google, the world’s largest online advertising company, is sending their Strategy and Business Planning Director, Matthew Stepka, to attend. Mr. Stepka will also join the program as the Featured Guest Speaker for the Callbox Global Marketing Seminar ’09.

The Singapore seminar is co-sponsored by International Enterprise (IE) Singapore, the lead agency under the Ministry of Trade and Industry spearheading the development of Singapore’s external economic wing.

For more information about the seminar, please send an email to pr@callboxinc.com.au.

Callbox to Hold Seminar in Asia – ‘Global Marketing Strategies for the IT Industry’

Los Angeles – November 2008 – “Callbox Sales and Marketing Solutions, following the success of its expansion into the Asia Pacific market, will hold in January their invitation-by-request Callbox Global Marketing Seminar ’09 entitled,” Global Marketing Strategies for the IT Industry. The seminar will be hosted only in Singapore and Kuala Lumpur, Malaysia to address the impact of the global financial crisis on marketing strategies.

Callbox, the largest offshore lead generation company in the US, has lined up a well-crafted half-day marketing seminar that will tackle relevant issues affecting the IT industry in Asia. Topics include local marketing versus global marketing strategies, marketing to the US, and an in-depth look into online marketing strategies. Matthew Stepka, Strategy and Business Planning Director of Google, will also join the program as the Featured Guest Speaker for the Callbox Global Marketing Seminar ’09.

The Singapore seminar is co-sponsored by International Enterprise (IE) Singapore, the lead agency under the Ministry of Trade and Industry spearheading the development of Singapore’s external economic wing.

For more information about the seminar, please send an email to pr@callboxinc.com.au.

Callbox Get Free Leads Offer

Los Angeles, CA – October 2008 – With the launch of its “Get Free Leads” offer last month, Callbox Sales and Marketing Solutions was able to get a number of referrals from existing clients as well as from prospects which led to a significant increase in sales revenues for the company. Banking on its large and global database, the “Get Free Leads” scheme offers clients and prospects anew the privilege to get $200 worth of targeted contacts from the industries they specify for every referral they give that eventually signs up with Callbox. The positive response to this offer was indicative of a need for a more targeted approach to sales and marketing activities. Further, this bolsters Callbox’s corporate image as a reliable and customer-driven company as exemplified by the number of referrals it received from its roster of existing clients.

For this month, Callbox is looking forward to more clients and prospects availing of the “Get Free Leads” offer as it steps up its marketing reach to its other offices worldwide. It recently offered the same incentive scheme to the Asia Pacific region.

Callbox dials into Malaysia

callbox-dials-into-malaysia11As appearing in page 42, Outsourcing June-July 2008 issue.

Callbox Sales and Marketing Solutions, one of the largest providers of sales and marketing solutions in the US and the largest offshore lead generation company in the world, has recently expanded both its presence and services to the greater Asia Pacific region by setting up Callbox Malaysia Sdn Bhd in Ampang Selangor.

As their official hub for Asia-Pacific operations, Callbox Malaysia has already acquired MSC status and anticipates significantly boosting the country’s outsourcing industry. Best known for its lead generation programmes for various industries in the US such as IT, software,financial services, merchant services, consumer services, medical, and commercial cleaning services, Callbox Malaysia is looking forward to exploring other industries peculiar to the Asia Pacific region that would benefit greatly from their proven lead generation capability, such as the shipping and logistics industry. Not limited to Malaysia, Callbox is also attracting businesses wishing to cross-market into Singapore and Australia as part of their global reach.

Callbox the largest commercial cleaning prospector

Los Angeles, CA – September 2008 – Establishing its place in the business process outsourcing industry, LA-based Callbox powers new sales for the world’s leading commercial cleaners. Callbox currently handles lead generation and appointment setting campaigns for 71 cleaning companies, including the top commercial cleaning franchises in the United States, such as Jan-Pro Cleaning Systems, ServiceMaster Clean, and Heits Building Services.

Callbox’s team of highly skilled customer service representatives, guided by the individual requirements of each commercial cleaning service, generates interest in professional custodial services. Callbox representatives communicate with top level management and decision makers of various prospect industries and establishments, offering cleaning for commercial facilities of all sizes and types, including office complexes, commercial headquarters, financial institutions, industrial facilities, and medical enters.

Callbox started serving the commercial cleaning industry in January 2006 with Cleanway International, located in Hoffman Estates. Today, Callbox still handles the Cleanway account along with 34 others, proving its confidence in the Callbox team’s ability to deliver desired business results. Aside from lead generation and appointment setting, Callbox also arranges phone appointments and delivers market research.

Commercial cleaning is one of the largest service industries in the world. With companies and organizations recognizing the importance of the appearance of their establishments in marketing an impression to customers, the demand for excellent cleaning services is now greater than ever. And so is the competition to satisfy this new wave of demand. Callbox has succeeded in reaping the lion’s share of new demand for the commercial cleaners they serve, all of which have increased the size of their business as a direct result.

Callbox Asia Pacific Hits 2009 Target

Singapore – November 2009 – The Asia Pacific group of Callbox enjoyed unprecedented growth in 2009 and is still continuing to grow as it expands its reach to new industries and other countries in the region.

Originally targeting the IT and Software industries in the region, Callbox has now expanded to target commercial services, marketing and training services, financial, and advertising industries. Following success in Singapore, Malaysia, and Australia, its reach now extends to the Philippines, Indonesia, and Hong Kong.

This year also marked an increase in client renewals. Fortune 500 client returns and contract expansions contributed significant activity to Callbox campaign expansion in Singapore, Malaysia, and Hong Kong. Through its subsidiary in Kuala Lumpur, Callbox Communications Sdn Bhd, Callbox is now a supplier of telemarketing services for IBM Malaysia.

Callbox Asia Pacific Client Services Manager Kathleen Araneta emphasized however, that the steady growth of Callbox APAC business was not mainly due to major turnarounds. “It’s mainly because we have cracked the knack of understanding the clients’ needs in and from this region in order to better evaluate and deliver what is possible to deliver. Really every APAC client has since been a “‘turnaround client.’”

Callbox CEO to address Asia Business Forum Delegates

Kuala Lumpur, Malaysia – February 2009 – Callbox Sales and Marketing Solutions CEO Rom Agustin has been invited as one of the distinguished panel of speakers in the upcoming 2-day conference on “IT Infrastructure Outsourcing and Management Services,” April 15-16, 2009 at the Hotel Istana, Kuala Lumpur, Malaysia. The conference is organized by Asia Business Forum, Asia’s leading business conference producer.

Targeting VPs, Managers, and Directors of IT companies as well as IT departments of various companies in Malaysia, the conference is “developed as an executive level event that brings together key industry participants to foster information exchange, honest discussion and collaborative problem solving.” It also aims to “discuss strategies for IT Outsourcing and Management Services to help increase value and improve business performance as well as latest updates.”

One of the key issues to be addressed in this conference is “Global Marketing Strategies for the IT Industry,” to which Mr. Agustin will be presenting Callbox’s recent white paper.