The problems with off shoring & outsourcing call centers.

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Ashton Deroy writes: Off shoring & outsourcing are legitimate business practices used frequent by fortune companies especially in the practice of setting up call centers. This allows the company to focus on their stock price, product development & Public image. However this has been mentioned to be a practice that economically annoys the public, antagonizes business customers and even shatters customer relationships with companies in some cases. What is wrong with the practice of outsourcing? Why is it damaging companies instead of bringing in benefits & furthering the companies?

Honesty & Transparency– Why is outsourcing perceived as dishonest? Think about it the representative is not working really to satisfy the customers. They are working to satisfy the needs or goals of the “Client”. In fact frequently when I was in call centers I struggled with seeing the line between “Doing the right thing” & “Pleasing the client”. What is created here is an environment where you try to please everyone and end up pleasing no one! The customer feels like they have no idea where your interests are at, then the client is mad because they have low customer satisfaction in some cases lower than their internal customer service teams!

(In call centers clients & company representatives rely on multiple sometimes contradicting key performance indicators to evaluate business success.)

They also randomize representatives to customers. Rather than provide direct lines which would establish connection and ensure customer resolution.  This process has frequently made me think the customer & representative relationship was much too unfamiliar.

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What is the better way to do this? The Employees should work directly with the client & customers. Why do it this way? The vendor has you work with company administrators who just become too many people. With a direct line to the employee/employees they can communicate common issues, trade negotiate concerns directly with the company reps & become self-empowered to resolve any customer issues. 

Customer perspective “I have my favorite StarBucks Barista on Facebook! Why can’t I have a direct line to a call center rep I like?”

Over estimation of external tools – Ever supported a 24/7 call center from the cubicle position? Then you know what I am talking about! You cannot run computers, software &other machines all day every day without the systems starting to go to shit. Call centers should NOT be making a 24/7 service promise. For reasons of business limitations, human limitations and tech limitations. Besides this a 24/7 call center requires employees to often work longer hours which wears employees down & increases company churn. If you want a 24/7 operation you should be sorting it out with many call centers taking a chunk of time. Not a bunch of call centers taking 24/7. Customer relationship management software, servers & dialers also start to fail after so much time in use. Which can make it feel like you are helping people with your arms tied behind your back. 

Over promising the employees We tried addressing this issues with meetings at my last job but an over promise is an over promise if no resolution is made. So what do I mean by over promising employees? Service contracts are negotiated between clients & call center companies. It is no wonder so many service terms on these contracts are violated as some of the promises have nothing to do with company infrastructure and everything to do with how many call center employees that show up for that day! Call center employees really try to make employers aware when things aren’t working but often it isn’t enough with their personal interests contradicting the interests of the business. Often this results in the business booking employee hours that employees are not willing to complete. Which can result in employee churn & schedule non-compliance.

What could resolve this? Democratically elected employee representatives. The Union is dead in North America and it is really a shame! If someone was writing down legitimate employee concerns & taking them to an admin they might just fix some of the employee issues. 

Honestly though despite the challenges of the job, call centers are the job of the future. No matter what line of business you work in you will have to provide customer support & resolution. If a center was able to meet my economic needs, or my scheduling needs. It may be the long term job for me. 

Need Customer support to your website, Facebook or other social media? Why not hire someone with experience? 

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Call 647-850-6802 or fill out a contact form below: 

Tell me about desired processes, Goals, Key performance indicators, possible security interests & common resolutions. I may be the fit to support your business from digital, telephone & social media platforms. 

 

Your Privacy on the Web, The positives you don’t know.

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Ashton Deroy Writes: So I watched the The Terrifying Cost of “Free” Websites, by College Humor .

I have to say this a bluntly common designed entertainment video, that this content  deliberately instills a technophobic reaction in the general ignorant masses. What is wrong with this video? It misleads, it does not include protection facts, prominent solutions for less invasive advertising & tools being created for product users. 

Misleading 

Most of Facebook targeting is done by pages you like, Statuses you post & searches you made. In fact jokingly after posting gay statuses you can see the advertisements on Facebook’s side ads change to LGBT targeted ads. 

Advertisers are not going to Facebook & Google buying target customers. In fact sometimes all advertisers are doing is putting out the message and learning more about their user that maybe they didn’t know. For example Toronto-Businessphere is a English speaking Web Publishing business, that did not realize at first that our specific benefit was our language services in delivering a marketing product.

Facebook encourages protection of your Facebook passwords and accounts from employers.

Posted by Facebook and Privacy on Friday, March 23, 2012

From a modern day stand point this is good that Facebook has made this communication because in the modern day employers are granted way too much allowance in regards to your personal communications. They are now able to monitor what you say publicly, gag you from publishing anything about the company & companies honestly would like access to employee private communications. However Facebook stands on the side against your employer being able to have full control over their employee relationships & privacy. 

https://privacy.google.com/how-ads-work.html

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Google does not sell your personal profile. They sell your data algorithms to advertisers who might be relevant to your interest. This is a common practice by Publishers prior to Google. Google just revolutionized the process. Sadly what people think is Google has a picture of you and they are selling you to people. Which is not the reality of what they are doing. 

After analyzing the services, you can actually see Google is protecting their proprietary information at a much higher level than Facebook. 

Prominent solutions for less invasive Marketing

Okay after doing some research I can say maybe we do take too much information from users on tools like Google & Facebook. The general feeling for users of those tools can even sometime be that they are getting too much of their proprietary information out voluntarily. 

Banner ads – These are a bit of an older method for digital marketing but publishing ads on related websites, common interest websites of their customers. Make sure these ads are set up by the website creator though & not an automated system as that still uses data mining tools to target ad campaigns to specific users based on inputted or mined data that the user submits. 

Video Marketing – Creating video content and growing your community around that on YouTube & WordPress.

Point of sale print outs -This can include flyers, Coupons, business cards & signage. All of which can help boost your sales on location and are not invasive ways of marketing. Refer to Vista Print

.com setup – This is all the user data I get from my .com here on the Businessphere. None of it was involuntarily obtained &  It has no user specific interests. Rather it allows me to see my highest rated content, where click through come from and where the website has the most hits geographically. Data.png

Tools from Search Engines & Social media 

Social media customer service

Social media based customer service is going to make the contact center world better for the workers & the customers. No longer will you have to sit on a telephone to wait for your resolution. You will be able to get your resolution on your time with Social media based customer service.

 

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Not sure which cab company to use? Or what $700 PC performs the best at its price point? You are going to Google it for the information to see which is the highest rated product in the price point.

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Facebook provides Resources & advice on suicide intervention.

https://www.facebook.com/help/216817991675637

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Google Drive offers data to back up files, share leads and collaborate on research or creative work. This software has basically made Microsoft obsolete from work from home marketers, publishers, researchers & shop owners. This will probably be the staple software of the future work from home people.

Service offering, what makes our marketing different?

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New offer

Get your business up and running with our $280 Basic Website & Custom email address package.

Or get a business premium website $540, with SEO tools & a custom email address and any web template you choose.

Want a custom website $1000.  and we connect you with out external web developers & engineers.

Looking for a way to grow your business? You should use Toronto-Businessphere Digital Publishing. Unlike the existing agencies, we are a low pressure agency that does not thrive on creating a high pressure sales environment. We care about you and your business. To care we show it, with our clients we have reciprocity meaning you buy from us & when needed we buy from you. Why would you buy from someone who wouldn’t buy from you? That is just bad business!

Diana Skye sent Ashton Deroy these random Questions. This is how he answered.

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18 Random Facebook Questions 

1. What was the last thing you put in your mouth?

Fried Rice, one of my favorite student meals. 

2. Where was your profile picture taken?

At Seneca College in North York. Click here to see

View the interview as a PDF 

Follow Ashton Deroy on Instagram. 

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Marketing a Service based business

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Writer Background

Ashton Deroy: Ashton Deroy is a graduate of St. Lawrence College’s Interactive Marketing program. He has worked the sales lines for companies such as Rogers Communications, Shaw Cable & Hewlett & Packard

Professional goals: Growing a 1000 person network from content creation, Earning an annual income of $60,000 yearly & Creating and selling my first business by the age of 35. 

Facebook

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SnapChat: AshtonQBE

Professional role Models: Miesha Tate, Amanda Nunes & Justin Trudeau. 

 


Written by Ashton Deroy: In the new era of attempting to find marketability for websites, apps and software applications. Developers often try to make application, website or their service have nothing to do with the people involved. 

1. What are the 4 I’s of service? Intangibility, Inconsistency, Inseparability and Inventory.

People have everything to do with your business! Stop taking them out of the process. In purchasing. Emotions, perceptions and beliefs never stop mattering. 

Three things users hate when they arrive to a website: 

  • They can’t find a public profile for the person they just talked to – This shows this person has no authority within the company and therefore does not matter.  People are more aware of the Power distant index and working for Rogers Communications customers realized if they didn’t want to do a simple transaction process, add services or troubleshoot tech. I had no authority. 
  • You can’t find information on the company authority – A customer can’t find the boss because the boss doesn’t want to talk to them! This still works for bigger companies but in smaller companies the boss needs to be available at the user’s beckon call. 
  • Comprehensive information on background, mission and history – Why does this venture exist? What is the purpose? What is the owner’s history prior to starting this venture? Chances are that is all the information needed for traffic to make their mind up towards making a purchasing decision. 

Download the PDF I did based on the Marketing Connect Textbook at Seneca College. 

Marketing Services


20 Reasons Publishing strategies are better for boosting brands.

  1. Behavioral target segmentation – You want to sell fishing gear? You create a fishing blog, magazine or forum. 
  2. Readers become customers – First they read your work, then they trust your authority lastly they go to you with a problem. That is how I was able to get Dignity Repairs as a client in 2015. 
  3. Editorials create a press interest – Every-time you post a blog there is chance someone picks it up, finds it interesting and then next thing you know, a brand has impressions on blogs, news outlets and radio stations. Refer to my ex clients’ BBC interview on the third gender in beyond the binary. 
  4. Viral effect – The internet now has a way of spreading brand impressions on the web even out of a community manager’s control.  In other words going viral! 🙂 
  5. Indexing -Customers are looking for someone like you! With Canada 411 if you are a restaurant, web developer or driving taxi. You need to be indexed so you can convert customers right from your listing. 
  6. Informational strategies – With Publishing all the information needed to make a purchase decision is put up in to a convenient area on the web. 
  7. Growing contacts – Every-time someone likes an ad on Facebook the company receives their contact information which is good for potentially prospecting leads
  8. Integrated Marketing Communications – A Publicist creates a consistency for every element in the promotional mix to make sure everything is done in an effort to maximize campaign efforts and meet the goals with the key performance indicators. 
  9. Primary research acquired – Through 13 blogs I’ve been able to figure out, how to generate web traffic? How to sell using web content? What makes your audience bounce off a website? What makes them stay? 
  10. Tags research – A good Publicists looks at tags, measures their engagement and looks at who is saying what. 
  11. Knowing where to be and when to announce it – In Kingston, Kingston Pride competed with a variety of gay events businesses. Rather than being exactly everywhere the competitors were, we decided to take to the strategy of being louder. More social media ads, an external web promotion and print/radio publications our competitors could not use. 
  12. Telling the story – Why do you pay writers Ashton? Well that is because writers know how to tell you about a business launch, product/service expansion or event and make it interesting! The worst content creator you can acquire is someone who only has a Business or Advertising background. They usually know nothing about creating high traffic content. 
  13. Establishing authority – Not just through text and alerting people to your certifications. There are certain ways to set up a website that show authority and other ways which make you look like you are blogging out of a basement. 
  14. Managing conversations – It is not enough to post content in tags, you actually have to engage with people in the tags. A publisher does that. 
  15. Establishing relationships with influential members of the community 
  16. Accessing a Publishers’ personal contacts. Some are linked to famous YouTube channels, News papers and marketing channels that you wouldn’t have access to other wise. 
  17. Content scheduling – The reason why Publishers want a brand to post constantly is to avoid becoming invisible. It takes 24 hours for a brand to go mute in today’s online market. 
  18. Analyzing Marketing dashboards – Looking at Key Performance indicators for a marketing campaign and determining why factors were high or weren’t. 
  19. Creating the brand – The best hot brands are created with a publishing strategy in mind 
  20. High Traffic channel management – We manage the contacts of Facebook, Instagram, Google, Websites and Press. 
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This chart explains the software used in 2017 that now plays a part in Consumer purchasing decisions. Created by Ashton Deroy from Toronto-Businessphere 2017.

Achieving a sales revenue & profit in a non-essential business is becoming increasing difficult.

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Written by Ashton Deroy

Do you run a human interest website? Or sell knick-knacks, antiques, collectibles, accessories, knitted clothing and etc. Well bad news sales revenue & profit is becoming increasing difficult for micro business & small business. For this essay I am going to look at three mandatories for profitable business.  That include being Marketable, using clear positioning and leveraging high reach.

Marketable

Just because you want to sell doesn’t mean the customer wants to buy in a way where you break even, and forget profiting!

Sandals, Leah. Canadians Spending Less Time on Arts and Culture. N.p.: Canadian art, n.d. Print.

In this article there is a discussion about how Canadians are spending less money on arts & culture.

In fact the connection has been made clearly with the recession in 2008 to Canadians spending less on leisure period.

The same economic principles applied for this can also be applied to Custom T-Shirts, Knick-knacks, entertainment. In B2B apply this economic principle to Advertising, Graphics Design & media. It gets worse if you are not pro-actively seeking leads, direct selling & creating content.

 

Clear Positioning

This may come as a shock but even though I am a writer for a recreational student forum. I have thought about the positioning of Toronto-Businessphere advertising clearly and I have made my messaging consistent in Facebook ads used to generate leads.

Toronto Businessphere Positioning Statement: We are a Business Student and graduate business forum that offers free articles to readers on the 6 Environments of marketing & we offer marketing solutions to middle to large sized businesses & organizations.

I’ve worked two separate publishing jobs where I had no comprehension of sales positioning because it literally was no thought out.

High Reach

You don’t know if a product or service is going to sell unless you utilize a high reach system like Facebook or Instagram, paired with a direct selling strategy to leads generated.

This is where we come into play, for $300 hire Toronto-Businessphere & Ashton Deroy for Social media Advertising strategy. 7* 12 = $84, $16 is overhead expense. The rest goes to social media ad space and lead generation which will be capitalized on by an expert sales person.

Call me now at 647-831-6802.

 

Viktoriia Kovalchuk Vice president SSF

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What are your plans for your position?

I am going to bring SSF on a new level. There are many different areas that I want to cover. First of all, I want to improve food on campus. We have our MetroGrill food service. Of course, we need to work on lowering prices and bringing more traditional options for the majority of cultures and nationalities.

Financial help is very important. I will be involved in fundraising campaigns, will advocate increasing the number of bursaries and the amount that could be given to the student at once. Currently, domestic students usually receive bursaries or awards of $500, and international of $1000. We need to increase the numbers. 

How do you want to encourage healthier eating with students at Seneca?

 

You know that SSF runs it’s own food service, as I said earlier, – MetroGrill. As the president, I will have the control over food option and prices we will have there. Healthy free snacks – I will ensure that we give those away very frequent.

How can we create more part-time job opportunities for students at Seneca Newnham campus?

 

I will be working with the College to ensure that they hire our students. There are also occasional events when College hires someone outside. Again, we can involve students instead. I will be creating the events where we can hire students. For example, something that we already do – we let our Aesthetics students work during our Spa events and earn money. Those plans are for Campus jobs. There are also works needs to be done for job opportunities outside of the campus.


Promoted Messaging

 

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How do we separate ourselves from other web marketers? We list our pricing. 

Facebook +Instagram Advertising: Labor and sales promotion cost, $72 

Advertising space cost: $200 for target market advertising. 

=$272

Social media integrated Website with search engine listing: $470

Team qualifications

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Ashton Deroy: Graduate of Interactive Marketing St. Lawrence College in Kingston Ontario, Graduate of Advertising Marketing Communications Loyalist College in Belleville Ontario. Ex customer service rep for Rogers Communications, T-Mobile and Shaw Cable (HBO sales) . 

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Diana Skye: Graduate of Centennial College’s Business administration program, 3 years of content experience. Data entry specialist. Has shown strong ad copy skills as an editor for the Toronto-Businessphere. Also has skills in financial accounting, sales and community management.  Self branded as Diana Skye as her content creation name. 

 

Digital business card impressions

 

 

Dating with Diana

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This article was written and expressed solely for the basis of entertainment.

Today on the Toronto-Businessphere Diana Skye is going to answer some questions around first dates, online dating and what you should allow to happen. Diana Skye is in a long term relationship with her boyfriend Josh and she couldn’t be happier.

 

  1. “If I meet a guy off TindR and he didn’t look like his picture what should I do?” – Anonymous

 

People usually want to make the best impression on dating sites. They might use their best photo instead of one of their everyday self. Stick around and see how the date goes. He may not be as stunning IRL, but maybe he has a great personality. That being said, if it’s obvious he used another person’s photo that is a problem. It’s almost like stealing somebody’s identity. Call him out on his cat fishing. He will probably have some crazy excuse. Either way, he is definitely not worth your time.

 

  1. “I met a guy for a date and I suggested a StarBucks coffee. He said it was too expensive and pitched Tim Hortons. Is it right to dump him?” – Anonymous

Not necessarily. He could be having financial struggles, which does not mean he’s not a great guy. It would be petty to lose interest just because of coffee preferences. Try to reach a compromise. Perhaps a small local coffee shop would work well for both of you? If all else fails, Tim Hortons does have good smoothies.


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Ad Narrative: The perfect starter kit for loose leaf tea enthusiasts. Run as a little eCommerce project out of Quinte West by a family. Tracy Carpenter herself is both the vendor and buyer of Steeped tea products, Click through to learn more! 


  1. “A random guy on the street asked me for a blowjob. I was freaked out, what I should do in the future?” – Ashton Deroy

Turn him down politely, but firmly. Then get as far away from him as possible. If he keeps following you and won’t take no for an answer, try to get to a crowded place. I once lost a creepy follower in a mall this way. If you feel unsafe, contact the police once you get rid of him. You might not be his only target.

 

  1. “A guy on a date said something racist… What should I do next?” – Anonymous

Sometimes people don’t realize their comments could be offensive to others. If you aren’t okay with it, say something. For example, he might have said something offensive about black people. You can respond with something like “Do you really think they are all like that?” If he says yes, tell him it’s just a stereotype and you don’t believe in those. Maybe he will rethink doing it again. If he is rude to you about it, then he is definitely not the right person.


 Advertisement:

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Ad Narrative: Are you a business looking to moving small amounts of stock? Maybe you are looking to move furniture.  Either way Dignity Repairs has the service for you. Click the picture for more details.


  1. “I met a guy for a date at a place on Jane & Finch and he was talking big about his drug use and love for guns. Is it wrong to be freaked out?” -Anonymous

Advertisement: 

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Ad Narrative: It is not that hard to get started, just send us an email! 


Who wouldn’t be freaked out? You are in Toronto’s worst neighborhood and your date is discussing illegal and dangerous activities. Do you really want a boyfriend who is into those things? If the answer is no, get the hell out of there and do not call him back. If you are completely okay with dating a gun-loving drug addict, I would suggest re-evaluating your life choices. It might be thrilling now, but it will not be worth getting hurt (or worse) in the future.