Call Center Industry News and Tips
Creating A Global Call Center
By Jose Phinehstr
Creating a functional call center to serve global customers is much more complicated than starting a local domestic answering service. There are specific logistical and technical considerations you must account for like the cost of taking and routing international calls. [Read more...]
What Is Homeshoring?
By Naveen Kumawat
Homeshoring is one of the latest developments in the field of call centers. It implies a home-based call center which provides all the services of an actual call centre. Now-a-days many companies all across the world prefer to hire home-based call center employees.
[Read more...]
How to Improve Service Quality in a Call Center
By Jason D Porter
I just had a very negative personal experience as a customer using the chat support of a major company that shall remain nameless. I'm keeping them nameless because of business etiquette.
[Read more...]
What Are The Required Efforts To Deal With Attrition?
By Mark Assle
Every industry is driven by its people. Human resource is the most important and integral part of any organization. Call center being a target oriented industry, seeks in for its employees to be on their toes and perform extensively.
[Read more...]
Qualities of a Good Call Center Agent
by Louanne B
Employers and call center companies look for certain attributes when selecting call center employees. These recruiters look for the same specifications in the candidates, whether a call center job is located in a traditional building or office with numerous other agents or at a home based telecommuting job.
[Read more...]
A Contact Center Operator Communicates With Your Customers
By Nicolas D'Alleva
What is a contact center operator? A contact center operator is a specialized attendant, in a contact center (or call center), specializing in a communication method used to contact a company.
Working Conditions for Call Center Employees: What a Mess
By Ella Greens
Today call centers are very much in demand and with growing technology, every business needs a contact center to improve their business value in the market. They need call center agents for the call handling process. These agents receive the calls from the customers and answer to them regarding any of their queries.
How the Youth Look at BPO in 2011
By Ivana Lewis
The stability of an industry can be judged by the employment that it generates. If you see that a particular sector is hiring employees and expanding their manpower resource, you can safely say that the industry has work in the pipeline. In the initial stages of business process outsourcing, the youngsters of the country did not look at call center jobs as a stable career choice.
Contact Center Facts and Fallacies
By Anne Geller
Planning on working for a contact center? Good decision. You'll be able to see yourself in a whole new light and gain a little more respect for yourself. But, do you really know what you're getting yourself into? Here are some facts and fallacies you may or may not already know which will probably help you gain some insight into the wonderful world of the contact center industry.
Being a Call Center Employee
By Jems Hug
Customer service is not that easy as it may sound. In fact, it entails the willingness and strengths to carry out more than what is estimated. There is one thing which needs to be sorted out when it comes to deliver quality customer care service. Be it inbound customer service or outbound customer service, it will always be the quality of service offered by the person who is delivering it. Yes, it is the call center representative and his or her quality service that stands to be significant in a BPO industry.
Here is an interesting look at Training vs education. It hits home when training new call center employees!
By T.J. Schier
Many people don't understand the difference between education and training. Education is giving out information and communicating to your trainees. Training is about practice and building skills.
Today's younger generation of employees wants to be trained, not educated. Problem is, if we don't educate them before we train them, it could lead to problems.
The Way to Tackle the Hurdles in the Way of Customer Satisfaction
By Morris Jane
Here are some quick facts on customer services of corporate industry:
• 89 percent of business owners feel that customer services can be crucial to their business.
