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Call Centers

added: Thu, 24th November 2005 | 311 views | 0x in favourites
feed url: http://feeds.feedburner.com/CallCenters

General Information about Call Centers

Latest feed entries:

India's call centers provide pop fodder - The Boston Globe

"NEW DELHI - In a training session at a suburban call center, groups of fresh-faced Indian recruits jettison their Indian names and thick accents and practice speaking English just like the Americans do. They have hesitant conversations with imaginary American customers who complain angrily about their broken appliance or computer glitch. That is a scene from "Hello," the first Bollywood movie about the distorted and dual lives of India's 2 million call-center workers. "

Apparently this movie shows that the India Call Center is a subculture as much as a job. It is not very complementary to the often rude and sometime racist American callers.

Use call centers to develop your business | SiMaMa

"J­us­t about e­ve­r­y vir­tual offic­e­ is­ lookin­g for­ a way to in­c­r­e­as­e­ th­e­ir­ bus­in­e­s­s­. Th­e­ “be­s­t ke­pt s­e­c­r­e­t” of m­an­y s­uc­c­e­s­s­ful vir­tual offic­e­s­ is­ to us­e­ call center­ ser­vices. Us­in­­g­ an­­ an­­s­werin­­g­ s­erv­ic­e g­iv­es­ y­ou an­­ exec­utiv­e s­ec­retary­ to an­­s­wer y­our c­alls­ twen­­ty­-f­our hours­ a day­, s­ev­en­­ day­s­ a week­. This­ is­ an­­ extremely­ v­aluable tool to hav­e in­­ y­our p­rof­es­s­ion­­al ars­en­­al."

Certainly something to be considered.

Coming to Phoenix: the Call Center Industry's Premier Event

"NEW YORK, Sept. 10 /PRNewswire/ -- Experience the future of customer service at The Fifth Annual Call Center Exhibition (ACCE), which will take place September 15-18, 2008 at the Phoenix Convention Center in Phoenix, AZ."

CIO Issues - IP-Based Phone Systems Come of Age in the Call Center

"If your contact center has installed, or is planning to install an IP-based voice system, for reasons such as finding it to be the best choice in replacing your old ACD or supporting a new site or remote or home agents, then your facility is on track to become the new norm"

A look at IP based phone systems in the data center.

Work at Home for a Home Based Call Center in India For Free

"Many call centers hire remote agents - individuals who work at home."

This is such a great idea. Because it saves costs, it is one major way to compete with outsourcing.

A New Wave of Call Center Technology

"Call centers were once seen as an extremely cost-heavy and commitment-engaging endeavor for businesses. One company set out to change all that. Freedom TeleWork created a virtual call center with all the bellsand whistles of a traditional call center; including predictive and progressive dialing, chat, IVR, skills-based routing and click to call but they added a very key element to their solution, manpower."

Technology and virtual call centers - the wave of the future, and the present.

Call center school employs actors to teach would-be agents - INQUIRER.net, Philippine News for Filipinos

"MANILA, Philippines -- At Excel Asia, students brushing up on their English skills are coached not by duly trained language teachers but by theater actors and former television personalities."

Why Zappos Pays New Employees to Quit—And You Should Too - Bill Taylor

"Zappos publishes its 1-800 number on every single page of the site—and its smart and entertaining call-center employees are free to do whatever it takes to make you happy. There are no scripts, no time limits on calls, no robotic behavior, and plenty of legendary stories about Zappos and its customers."

Most interesting techniques for call center employees.

YouTube - Medieval helpdesk with English subtitles

"YouTube - Medieval helpdesk with English subtitles"

A funny video with the tech guy explaining how to use the new technology - the book.

AIM Technology :: Listen to Call Center Confidential Podcasts

"This podcast series features stories and insights from professionals in the call center industry. Short interviews will cover the nature and challenges of the industry, offer historical perspective and demonstrate how performance management impacts the landscape."

Podcasts for Call Center Professionals.

Call Center Security: How to Protect Employees and Customers - CSO Online - Security and Risk

"For many companies, call centers are the heartbeat of the business. So they require CSOs to strike a balance of physical and digital security measures for employees and customers alike."

Call Center Trends: Home Agents

"One of the hottest trends in the call center market today is home agents. Using home agents, which collectively make up a virtual call center, customer-facing organizations can operate more efficiently and serve clients more effectively while staying within budget."

A fine idea.

Call Center Agent Empowerment « Yaicha

"If you’ve been around the call center industry any length of time (say, 5 minutes), you’ve heard the buzz about “agent empowerment.”"

QAQNA Call Center QA Questions & Answers

"Tom Vander Well has spent the last 12 years helping companies with their call center quality assessment (QA) and training efforts. Tom is partner and Vice-President of c wenger group, a consulting firm in Des Moines, Iowa that specializes in helping clients measure and improve customer service in their contact centers."

Good information on Call Center Quality assessment.

Callwork Comic Strip

"Callwork is a comic strip that pays tribute to all Business Process Outsourcing workforce here in the Philippines"

Drivl.com | Workplace Kama Sutra

"Reports have revealed that Indian call centers have become a hotbed of promiscuity and the employees are often making the double-backed beast on-site."

CallCenterMovie.com

A funny, and politically incorrect, movie about Call Centers and Customer Service.

Call Center Comics

"The goal of CallCenterComics.com is to assist companies with the training of call center agents and management by providing cartoons that highlight the realities of the call center world in an entertaining fashion. "

Education May Thwart India's Call-Center Dream

"Between now and 2010, $110 billion of technology and call- center work will move to developing countries. India's share of such "off-shored'' tasks may be more than half, or $60 billion, McKinsey has estimated."

High-tech call center knows how angry you are

"The customer service call center of the future is here, and it knows that you're really, really angry."

Managers Share Secrets of Success

"From setting schedules for supervisory duties, to mystery-shopping overflow call centers, to setting bonus structures for seasonal workers — four catalog and contact center managers reveal how they tackle daily challenges."

Call Center Serves Katrina, Rita Victims

"In an old K-Mart building on the north side of this thriving Central California community, the American Red Cross has developed a unique response to help the victims of this year's devastating hurricanes in the Gulf Coast, by creating a call center to provide financial assistance via telephone for those who are now spread out around the country and need help getting back on their feet."

Outsource Your Call Center Overseas? Are you out of your mind?

"New Domestic Call Center provides highly trained American Operators for any size business 24 hours a day/7 days a week for rates even less than foreign call centers."

Call-center boom faces a stall

"The last thing you would expect India's call-center bosses to be worrying about is a shortage of staff. The entire 'business process outsourcing' (BPO) industry, including a wide range of services besides manning the telephone, employs an estimated 348,000 people. And nearly 3 million English speakers graduate from universities every year."

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