Call Center and Beyond
The call center industry is dominating the world of the business process outsourcing (BPO) in which the Philippines is considered as the home for largest contact centers in the world.Beyond this booming industry is a promising future for Filipinos being in the Third World country. The gift of call center is a blessing for Filipino people because the country is being looked up as leader in the outsourcing. This is true, several surveys have been done before why the Philippines is considered as location...
Wooden USB
The designer flash drive is usually overlooked as a status symbol, but not anymore.
Whip out a one of a kind state of the art wookden beauty at your next cocktail party, and prepare to bask in the envious OOOHs and AHHHs of your friends and acuaitances. Made by quirky Netherlands design company Oooms, each USB memory stick is arafted from an actual branch, handpicked from sylvan forests,.
That means no two pieces look quite...
Foreign call centers may be required to declare themselves
A House bill would compel workers answering or initiating a business call to disclose their location.A bill requiring “anyone answering or initiating a call at a center used by a U.S. business to disclose location” is currently under consideration in the US Congress. In short, if this becomes law, we’ll probably see employees at local centers say “My name is Juan dela Cruz, and I’m from the Philippines” at beginning of each call.The bill’s sponsor, Rep. Jason Altmire,...
Ways to Improve Customer Service
How well do you look after your customers? Most companies probably think they do a good job, but the addition of technology into large, national call centers has caused many organizations to focus on technology solutions as opposed to people solutions.
1. If your call center uses a feature where a customer can leave a number where they can be reached by the next available customer service representative,...
Measuring ROI on a Call Center Investment
Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage. That’s fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations.
Call center data management and manipulation has lent itself particularly well to KPI metric and Balanced Scorecard methodology. KPI/Balanced...
What Is Contact Center Outsourcing?
Is It Something That You Should Know About
The last time that you purchased something, did you happen to see on the bottom of the label an 800 number that you can call to find out information about the product or other products or services that the company offered? Or the last time that you traveled and had a question regarding the tickets that you had purchased, were you referred to and given a number...
