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Call centres failing customers and staff
News A new benchmarking report examining the state of call centres worldwide has turned up some findings that will come as a blow to the industry and confirm what some have suspected -- call centres are worse now than ever.
[November 10, 2003, 9:20]
Call centres are the new e-commerce selling tool
News Limitations in Internet and email response times are changing the image of call centres, making them a crucial selling tool in the e-commerce environment. The Internet remains a monologue, and as the volume of customer emails increase, call centres...
[June 18, 2001, 15:49]
You Thought Call Centres Were Bad
Blog Companies are playing ping pong with e-mail enquiries, pushing them back to the Web or forcing consumers to call contact centres. With many contact centres outsourced this also has a financial aspect - companies that are paid a set amount for every...
[March 18, 2008, 9:03]
ID theft scandal hits outsourced call centres
News In the wake of concerns over data security in call centres working for overseas clients, Nasscom has decided to create a register of IT workers hired in call centres. The Australian Broadcasting Corporation (ABC) reported on Monday its TV program...
[August 17, 2005, 9:25]
BT and Avaya to offer hosted call centres
News According to Andrew Small, head of contact centres for BT Global services, the two firms plan to offer "flexible call-centre technology so customers will only pay for what they use". BT has teamed up with communications supplier Avaya to offer a...
[March 5, 2007, 10:50]
You Thought Call Centres Were Bad
Blog Comment I've found very mixed results when dealing with companies support recently but overall email support tends to be better than call centre especially in IT related businesses. While I don't have hard evidence to back it up when I worked for a...
[March 25, 2008, 15:23]
The future of call centres
News It is suggested a variety of factors will contribute to a substantial decline in UK call centres over the next two years. Critical amongst them are over capacity, economic slowdown and the maturing of the Internet as a means of customer...
[February 17, 2003, 11:40]
Sydney and London call centres take calls for Veritas
News The 80-strong Australian team took customer calls directed at the company's support centres in New York, Boston, San Francisco, Maryland, Philadelphia and Virginia, according to an internal company memo from the company's chief executive obtained...
[September 12, 2001, 12:01]
You Thought Call Centres Were Bad
Blog Comment A good company that actually cares about acquiring and retaining customers should really have figured this out by now, but regardless of how your company decides to support its customers (call centre, e-mail, IM etc.it should run a tight ship.
[March 28, 2008, 14:54]
Shakeout predicted for Indian call centres
Talkback What is D fo Dango and I don't like being called Mr Paul the call took about an hour we hadn't got anywhere and I put the phone down, the next day I got a questionnaire from AOL I told them the service was rubbish and I would only speak with an...
[December 18, 2003, 9:54]
Shakeout predicted for Indian call centres
News Research firm Datamonitor claims it is only a matter of time before the call centre market hits its first real patch of turbulence, driven by a "price war". Brian Huff, lead analyst of Datamonitor's call centre research program said: "Over the past...
[September 3, 2003, 9:30]
Indian Call Centres
Talkback It's the same with Compaq. Computers are extreemly complicated machines. So why the hell when you ring up for support do you get someone from india? It is bad enough that the people on the other end haven't got a clue about what they are talking...
[December 9, 2005, 8:53]
Dell admits Indian mistake
Talkback Call centres are moving out of India. Just 3 guys who worked in other tech call centres AND just one guy is tech savvy= total 4. What is dangerous is everyone is setting up call centres in Phillipines, Malaysia, Malta, Sri Lanka etc to move most of...
[September 16, 2006, 11:28]
SpinVox hits back at data-protection criticism
News The voice-to-text conversion firm SpinVox has reacted to reports that it uses overseas call centres, in addition to its automated systems, to translate voice messages into text. The BBC investigation found that SpinVox used call centres in the...
[July 24, 2009, 16:35]
SpinVox uses humans for voice-to-text conversion
News The voice-to-text firm Spinvox uses people, as well as automated systems, to transcribe messages in call centres in South Africa and the Philippines, the BBC has reported. The report, published on Thursday, also suggested that the Buckinghamshire...
[July 23, 2009, 16:41]
BT outsourcing move brings strike threats
News Two new call centres are to open in Bangalore and New Delhi, employing 2,200 people by 2004. In a statement, BT said its Next Generation Contact Centre (NGCC) reorganisation will reduce the number of its call centres in the UK from 104 to 31, with...
[March 7, 2003, 14:22]
Call centre failures blamed on software
News Poor customer experiences with call centres are being blamed on badly designed software tools, which are hampering the performance of the workers. Call centres have been told by one expert that they could make significant improvements to customer...
[November 28, 2002, 15:01]
Fake call-centre staff more dangerous than phishers
News Banks are fighting to keep their call centres free from criminals who pose as — or become — call-centre staff to steal customer details. Today, the company is far more worried about the people manning its call centres.
[October 31, 2007, 10:47]
Norwich Union acts on offshoring security concerns
News Norwich Union has tightened up security at its Indian call centres, following a review of its offshore operations. One-third work in customer-facing roles in call centres, with the rest working in back-office functions such as IT.
[March 27, 2007, 10:31]
Nortel buys Periphonics for $436m
News Periphonics creates interactive voice technology for use in call centres and other voice and data applications. Nortel plans to combine its expertise in data and voice convergence with Periphonics' technology to create Internet-enabled call centres...
[August 25, 1999, 9:13]
