July 8, 2009 by admin
Filed under Call Center
Contact centers (still called “call centers” by many) have always enjoyed technological advantages over ordinary corporate or home phone systems and services. Unified messaging and unified communications originated there long ago. The transition to the software-based IP-enabled contact center was slow until standards appeared in the form of SIP (Session Initiation Protocol (News – Alert)), popular voice codecs and compatibility with VoIP gateways. Today, such contact centers have thoroughly integrated formerly disparate means of communicating with customers, such as email, web portals, instant messaging, faxes, and of course the phone. There are better connections to the back office so that agents, armed with current customer information, can be more adept at cross-selling and up-selling. The modern contact center can even project its capabilities to outside experts and bring them into a call to resolve a customer problem and thus boost first-call resolution, even if the expert is roaming about in the field with a mobile handset. IP has opened up many possible new ways of communicating among customers, contact center agents and resources outside of the contact center.
July 5, 2009 by admin
Filed under Call Center
In 2006 Teleperformance USA announced it would be bringing over 600 full and part-time jobs to downtown Akron.Today they announced they will cut the staff by half at the end of August. (Phil Masturzo/Akron Beacon Journal file photo)
An international company that three years ago came to town promising 600 full- and part-time call center and technical support jobs — or the equivalent of 400 full-time jobs — announced it will cut its staff by half at the end of August.
In a press release, Teleperformance USA said it will lay off 250 employees beginning Aug. 31. The jobs are in classifications called ”exempt” and ”non-exempt,” referring to managerial duties.
June 13, 2009 by admin
Filed under Call Center
With the passing deadline for the conversion to digital television broadcasting, the Federal Communications Commission is prepared for record numbers of calls to its call centers, where a staff of more than 4,000 is fielding queries from unprepared viewers.
June 11, 2009 by admin
Filed under Call Center
The FCC put out a public notice Tuesday reminding TV stations that they need to let the commission know the local number to which the FCC can refer DTV transition calls if need be.
In the reminder, posted on the FCC’s Web site Tuesday, the commission also urged stations to “fully staff” their call centers in the hours and days after the June 12 DTV transition hard date. The FCC pointed out that its national call center would be going 24/7 in the days surrounding the transition.
June 10, 2009 by admin
Filed under Call Center
The FCC put out a public notice Tuesday reminding TV stations that they need to let the commission know the local number to which the FCC can refer DTV transition calls if need be.
June 7, 2009 by admin
Filed under Call Center
Santo Domingo.– The Dominican Republic Call Center Association has launched an emergency relief effort by opening a Toll Free number to meet unprecedented needs in the wake of Hurricane Katrina.
The largest displacement of Americans since the Civil War reverberated across the country from its starting point in New Orleans, as more than half a million people uprooted by Hurricane Katrina sought shelter, sustenance and the semblance of new lives.
April 22, 2009 by admin
Filed under Call Center, News
Over 250 call-centre licensees may lose their permits as they failed to start operations within six months into the receipt of licences at only Tk 5,000 each. According to officials at the Bangladesh Telecommunication regulatory Commission (BTRC), most of the licensees have failed to start operations within the stipulated time, which is a breach of contract with the commission. “If they fail to show us that they have the interest or capability to operate call centres, their licences may be scrapped,” said a top BTRC official, seeking anonymity. Read more
February 19, 2009 by admin
Filed under Call Center, News
The nascent call centre industry is facing policy hurdles and a shortage of skilled human resources that are posing a threat to nip the promising industry in the bud. Only seven out of 300 call centre licence holders in the country are inching towards grabbing a share of the $450 billion global market. The remaining licence holders are in a dilemma, as they go round in circles trying to figure out how they can transfer calls to end users by using the international internet lease line providers. Read more
February 11, 2009 by admin
Filed under Call Center
Call centres use a wide variety of different technologies to allow them to manage large volumes of work. These technologies facilitate queueing and processing of calls, maintaining consistent work flow for agents and creating other business cost savings.
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January 14, 2009 by admin
Filed under Call Center
The country’s call centres see better future of the business as more banks and financial institutions are seeking their services for cheaper and faster delivery of their products. “We are getting queries from leading foreign banks and financial institutions to give outsourcing services. This is a good signal for our sector,” Ahmadul Hoq, president of Bangladesh Call Centre Forum said.
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