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Call-centre survey finds staff stressed and in pain
News Up to three quarters of call centre staff may be experiencing stress, and four out of five suffering headaches, plus more than 60 percent having pains in their hands, wrists and back, reports a Trade Union survey by Unison in Scotland.
[June 11, 2002, 12:00]
Nortel Networks Case Study: Call Centre Solutions
White Papers Call Centre Solutions Ltd.is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements...
[October 30, 2004, 0:00]
Call-centre staff cop abuse from abroad
Talkback We should boycott imperialist English monkeys who have problems with poor thirs world call centre workers.
[January 12, 2005, 4:22]
Call-centre staff cop abuse from abroad
Talkback I suspect call centre staff get a fair amount of abuse from customers who are utterly frustrated by their inability to speak direct to decision-makers in the companies who outsource their operations in this way.
[June 9, 2004, 10:08]
Call-centre staff cop abuse from abroad
News As a result, call-centre workers in India are now reporting abusive clients who blame them for lost opportunities, and those who insist on speaking only to US-based workers. One Hyderabad call-centre manager said the abusive telephone calls were...
[December 22, 2003, 9:35]
Call-centre survey finds staff stressed and in pain
Talkback Can I say that having worked in the Call/Contact Centre industry for over 6 years I have worked in some of the nicest environments in my career history. I have also gained more qualifications since joining Call Centres than I gained at school and...
[February 20, 2004, 13:48]
Call centre failures blamed on software
News Call centre systems with a user-friendly interface design are critical to engaging successfully with customers. Poor customer experiences with call centres are being blamed on badly designed software tools, which are hampering the performance of...
[November 28, 2002, 15:01]
Young call-centre customers mistrust offshoring
News In a recent poll of call-centre customers in which three-quarters of respondents were aged between 20 and 29, 40 per cent believed their security is compromised by using offshore call centres. Call-centre security was brought to the fore in April...
[July 21, 2006, 17:15]
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. While the Indian government has established a national database of call-centre employees to help prevent crime...
[October 31, 2007, 10:47]
Biometrics: the key to call centre fraud?
News With no access to ID such as a drivers' licence, call centre agents often verify a caller's identification by asking a series of questions, including what the caller's mother's maiden name is. But that information can be obtained very readily, not...
[August 20, 2002, 8:49]
BTopenworld accused of call centre incompetence
News BTopenworld outsources its call centre work to Client Logic and Manpower. The Internet forum hosted by btopenwoe.org.uk is one of many plagued with complaints by BTopenworld call centre staff about their inadequate working conditions.
[October 5, 2001, 17:33]
BT pulls the plug on 2,200 call centre jobs
News Last month the group said it was reviewing the future of its call centre operations, which run directory inquiries and accounting services. Patricia Vaz, BT Retail's managing director of customer service, said: "Everyone in our existing call centre...
[March 27, 2002, 17:35]
Can no longer recommend anything that means you have to deal with 'that call centre'!
Member Review I cannot bear the thought of 3 years of having to deal with this call centre until my warranty runs out. Update to my previous review - 3 weeks of trying to get an incorrect part replaced have got nowhere.
[March 20, 2004, 6:50]
NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity
White Papers Newer Avaya technologies gave the NZAA an opportunity to manage its call centre workforce more efficiently by automating routine enquiries and enabling staff to be contacted and deployed more easily. An Avaya Call Management System and Avaya IR 2.0...
[June 11, 2008, 1:01]
HP sets up Indian call centre
Talkback I need your Bangalore Call centre/ Service centre phone number.
[February 24, 2005, 11:48]
India's call centre staff burn out
News Over half of all call centre staff in India burn out and end up quitting due to tough working conditions, according to a study done by market research firm NFO. Call centre staff in India operate hotlines for Western banks, credit card and tech...
[August 8, 2003, 11:25]
Orange call-centre fiasco
Blog According to an ex-employee, an unspecified number of staff at Orange's North Tyneside call-centre have been using the same login details and password! Not a terribly good security practice, I'm sure you'll agree, especially where scads of customer...
[November 23, 2006, 11:50]
India's call centre staff burn out
Talkback "Assuming false identities and copying foreign accents take their toll on Indian call centre workers" I am dissappointed that in this day and age, with unemployment rates creeping higher and higher, big companies like Citibank, GE and Chase would...
[August 13, 2003, 3:59]
India imports UK teachers to train call centre staff
News A team of retired teachers from the UK is in India training call centre staff, reports the Hindustan Times. The call centre agents will not only learn about differences in accents around the UK, but also the cultural variations and political make...
[August 19, 2003, 11:40]
Voice Europe 96: Macfarlane shows PC-based call centre
News CallPlus is an all-in-one call centre for small- to medium-sized setups, linking phone operators through a LAN in a unit that integrates PABX, call switching and voice processing. It features call distribution through a Windows-based front-end...
[October 9, 1996, 10:24]
