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Topic: Call centers

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  Call centre - Wikipedia, the free encyclopedia
Call centres are generally set up as large rooms, with work stations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations.
Many call centres use work force management software, which is software that uses historical information coupled with projected need to generate automated schedules that will provide the correct mixture of staff with the correct skills necessary to service customers.
Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre.
en.wikipedia.org /wiki/Call_center   (2486 words)

 DESIGNING CALL CENTERS   (Site not responding. Last check: 2007-11-07)
Current call center design is proof that corporations and their designers don't have to obey the Bill of Rights while ignoring the constructs of good business exhibited elsewhere in their companies.
Call center furniture is also an example of poor response to the reality of the functions at hand.
Call center operators are not merely a sea of automatons that answer phones and perform data entry tasks.
www.iannone.com /pp_page4.htm   (420 words)

 Call Centers
Most call center managers are completely occupied with the details of managing their call center or team.
Most call centers do a good job of initial training, but their ongoing formal and informal training could be improved.
When a call is received, a process is set in motion that may or may not give the customer service representative flexibility in completing the call.
www.valuecreationgroup.com /call_center.htm   (1704 words)

 Call Center Operations - Call Center Ops.com
Call center, contact center or customer interaction center - by whatever name you give it (we still call it a call center) - operate on near identical principals of meeting customer needs in real-time or near real-time.
Call Center Ops.com provides information to those who are involved in real-time customer service via a call center or help desk.
Call centers are the critical link between a company and its customers.
www.callcenterops.com   (277 words)

 Call centers
A call center is a central place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation.
Flexibility- The call center should be able to adapt to the requirements of the client company and ready to offer tailor made packages.
Should have a professionals approach with ‘human touch’ and courteous- It is very important that the persons working in the call center should not only have prompt and professional solutions for the problems of the customers but they should also have a ‘human touch’ so as to provide complete satisfaction to the customer.
www.gatewayforindia.com /technology/call_centers.htm   (593 words)

 Call Centers
GC Services designs call centers to be cost-effective, so the call center solutions we provide begin with needs assessment and feasibility studies.
We locate call centers in second tier cities where we have access to an available, educated workforce, and where employment costs are lower than in major cities.
Considering the range of call center services we provide, it's no wonder GC is consistently ranked as a top call center outsourcing provider.
www.gcserv.com /call-centers.html   (287 words)

 Prison Call Centers May Re-Launch in Canada
Yet all Canadian prison call centers, including Fenbrook, were temporarily shut down on October 18, after concerns were raised by the National Association of Market Researchers about the wisdom and appropriateness of putting inmates on the phones.
Calls are dialed by a computer and all the inmate has is a telephone headset, a computer screen, and a keyboard to type in responses.
Along with the call centers, CORCAN is responsible for all prison employment programs, and has seen the recidivism rate drop and prisoner moral increase.
www.connectionsmagazine.com /articles/3/041.html   (885 words)

 CRM Today - Call Centers and Contact Centers
A call center is a central place or network of places where customer and other telephone calls are handled by an enterprise.
Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls.
Call Centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large enterprise that uses the telephone to sell or service products and services.
www.crm2day.com /call_centers   (479 words)

 Outsourcing Times: Call Centers
Contrary to this opposition, consultancy firm Gartner indicated that the demand for unionism in the call center industry is a sign of maturity of the BPO sector.
Another reason for this cut in call center opportunities in the US is the reducing profit margin for the outsourcers, which has already forced some of them to move to the BPO market which yields better returns.
Office for National Statistics: Call center and IT outsourcing has not affected jobs in the UK Two major industries which have seen significant outsourcing of projects from the UK to India and other countries are information technology and the call center business.
www.blogsource.org /call_centers   (2997 words)

 PADELA: Publications : New Incentives for Call Centers in Panama   (Site not responding. Last check: 2007-11-07)
However, a US$1.00 tax on international calls was a major road block, and thus despite all other incentives, Panama was non-competitive and taken out of the map of target countries for call centers.
In order to qualify as an exempted call center, any individual or corporation ("Call Center Operator') interested in setting up and operating such facilities must apply and obtain a License or Concession for the provision of commercial call center services from the Regulatory Entity for Public Utilities of Panama.
Upon obtaining the License or Concession for the provision of commercial call center services, the Call Center Operator may apply for all the benefits granted by the Export Processing Zones regulations which main exemptions are:
www.padela.com /publications/articles/incentives_call_centers.asp   (240 words)

 Call Centers
Call Center Online Learning Center - A resource center for call center managers, providing tutorials, article index, yellow pages directory and benchmarking studies.
Call Center Ops - Focuses on call center operations and provides discussion forums, newsletters, jobs, news, events, and links to related services, along with a directory of products.
Call Center Times - Online magazine with articles on general call center industry issues, workplace issues and information about industry conventions.
www.supercrawler.com /Business/Telecommunications/Call_Centers   (618 words)

 Online Journal: 2002   (Site not responding. Last check: 2007-11-07)
After moving their call center volumes to lower cost locations like India, the Philippines and Malaysia, these and many other Fortune 500 companies have improved cost-effectiveness by 50% as well as improved quality and increased overall customer satisfaction.
In contrast, Indian and Philippine call centers employ university graduates from their enormous pools of skilled labor (India alone produces 2 million English-speaking college graduates and 300,000 post-graduates annually).
These employees are committed to a career in a call center — it's not just a temporary job.
www.summitcircuit.com /archive/is-0902.html   (1226 words)

 New Scientist Breaking News - Eavesdropping call centre computers cut talk time   (Site not responding. Last check: 2007-11-07)
Phone a call centre and you are likely to spend ages on hold listening to canned music — and then find the operator cannot find the information you need.
Call centres often take calls for several clients, perhaps an energy company, a bank and an insurance business.
Koen Wolters, a computer scientist at the University of Twente in the Netherlands who helped develop the system, says finding the right page to match a customer’s query can be tough, and the caller frequently has to be put on hold while the operator searches for the relevant information.
www.newscientist.com /article.ns?id=dn6430   (599 words)

 Call Centers in India
Having a call center in India is the norm for several global companies today.
India's call center industry accounts for a quarter of all software and services exports from the country, according to industry association Nasscom, and Indian call centers employ 160,000 professionals.
The Call Center facility at Hyderabad is expected to be ready for use by March.
www.outsource2india.com /why_india/articles/call_centers_india.asp   (877 words)

 Call Center Outsourcing: Monitoring
Growing call centers typically experience quality monitoring overwhelm as call volumes accelerate beyond the means of existing call center staff.
Outsource call centers or call centers that service other call centers must be able to document their inbound and outbound proficiences in order to acquire and retain customers.
During the feast cycle most inbound and outbound mortgage call centers simply can't find the time or resources to monitor, evaluate and provide meaningful coaching.
www.qualitymonitoringoutsourcing.com /6928.html   (334 words)

 Call Centers
Call Center Conference and Expo 2005 in the Philippines
The Call Center Demo & Conference - Dallas award judges praised Synchrony's ability to cut through the clutter at the agent desktop, presenting the agent with a unified view of disparate but related events and data sources.
That's because the call center employee is on the front line with customers, and needs to be treated as part of a strategic revenue generation unit rather than a simple cost center."
call-center-information.blogspot.com   (2728 words)

 Call Centers - Call Centers Resources & Information
Call Centers Fact: Call centers have evolved into sophisticated voice operations centers that provide call-handling services, customer support, operator services, telemarketing, interactive voice response and web-based services.
Call Center Services - Personalized Communications offers dynamic call center solutions for your company including inbound telemarketing, 24 hr a day order taking, order access, voicemail and many other services.
Call Center Services - 24-7 INtouch is a 24/7/365 multi-channel call center specialized in inbound call center services, toll-free customer support, order taking services, email response, live chat, and more!
www.businessranks.com /call-centers.htm   (120 words)

 call centers courses online   (Site not responding. Last check: 2007-11-07)
There is no disputing the statement that call center technology has had a tremendous impact on the conduct of business in the world today.
Call centers for selling goods and services, as well as call centers for providing customer care, are a familiar part of the business life of virtually every person in the United States, and increasingly in the rest of the world.
The call center industry is a huge segment of the economy by any standard.
call-centers-technology.mba-open-university.net   (1718 words)

 Free Call Center and Telemarketing Quotes for Call Center services.
A call center is an integral part of a larger process that helps companies and organizations attract new customer, complete transactions, and maintain those relationships.
You can find a call center on your own in our exclusive directory that is organized into specific Vertical categories to help you find call centers that specialize in the vertical you need.
These call centers will evaluate the form you submitted and within hours provide you with quotes as well as detailed information about their company and services.
www.freecallcenterquotes.com   (688 words)

 Financial Services Call Centers - FS80
Call center spending will approach $1.6 billion in 2003, up from $717 million in 1998.
Traditional call center thinking emphasizes the importance of technology, and excellent call centers are usually at the cutting edge.
These techniques depend on the people handling the calls, so call centers must design customer service jobs to be desirable and build strong career paths.
www.financialcallcenters.com   (261 words)

 Call Center Software - CRM Software CTI Predictive Dialer. Computer Telephony Integration Predictive Dialers and ...
DSC specializes in technology for today's contact centers as well as for call centers of the future (virtual call centers).
Installed in call centers throughout the country, Telemation set the standard for power and flexibility with its contact center technology.
Call recipients can contact emergency operators that are standing by to handle special individual emergencies.
www.databasesystemscorp.com   (933 words)

 Customer Service Call Centers   (Site not responding. Last check: 2007-11-07)
Virtual Call Centers (home-based inbound and outbound agents) can dramatically reduce costs and save 1,000s of jobs from being off-shored while surpassing service level objectives.
A Review of Resources and a presentation of virtual call center case studies, Vendor displays of products and services focused on enabling virtual call centers and Networking with Call Center Conference attendees highlighted the event attended by major call center providers and users.
The Call Center Jobs tutorial series Topics ranging from "What is a call center?" to "What questions will they ask me at the interview?" will help prospective employees understand the call center industry.
www.tjobs.com /callcenters.shtml   (383 words)

 CNN.com - Call centers aim to make Nice with customers - Feb 26, 2005
Call centers are using controversial software to profile customers.
Trying to avoid these problems, many call centers are enlisting new technology to help listen to consumer complaints and respond more quickly.
The customer service call center logs more than 1 million inquiries a month, answering questions and fielding complaints for 90 companies with such household names as American Express, ATandT, British Airways, DirecTV, Federal Express, AARP and Priceline.com.
www.cnn.com /rssclick/2005/TECH/02/25/watch.your.tone?section=cnn_tech   (547 words)

 Call Centers
Call Centers, Customer Service Departments, Complaint Departments…that place where our customers go when they have questions or problems has gone by many names over the years.
In many respects, the Call Centers of today and the professionals who staff them are totally different creatures from their predecessors.
When a customer calls with a question, or a problem, the person who answers must first be able to respond to that need…just as they have done in the past.
www.freelandgroup.com /html/__call_centers.html   (946 words)

 call center customer service   (Site not responding. Last check: 2007-11-07)
In an age when calling customer service more and more means talking to a call center in the Midwest or overseas, Comcast Corp. is going against the flow and returning hundreds of customer-service jobs to New England.
A customer service call center is usually the place that answers your call when you dial the number on the back of a product that you just purchased when you need assistance with something.
In an age when calling customer service more and more means talking to a call center in the Midwest or overseas, Comcast (Nasdaq: CMCSK) is going against the...
www.call-center-guide.com   (1188 words)

 Inbound Call Centers
Talk2Rep inbound call centers are nationally recognized as one of the leading inbound companies.
Our inbound call centers service some of the largest companies in America combining ACD and advanced IVR (interactive voice response) technologies with skilled multilingual representatives.
Talk2Rep’s Quality Assurance for our inbound call centers promotes internal and external feedback cycles with our call centers and our client to monitor the performance of the Representatives effectively and efficiently.We have a proprietary software solution that helps our representatives continuously improve their customer care and customer acquisition skills.
www.talk2rep.com /inbound-call-centers.htm?trackcode=bizcom   (460 words)

 Call Centers   (Site not responding. Last check: 2007-11-07)
Revenue generation and customer loyalty/retention are key objectives of the call center.
These companies employ Jacada solutions to make call center systems easier to use, to give representatives access to information needed to meet customer-service demands, and to facilitate Web-based customer self service.
Jacada helps call centers modernize and transform old green-screen systems into easy-to-use graphical applications with improved workflow and a modern, intuitive look and feel.
www.jacada.com /web_technology/call_centers.htm   (586 words)

 "Call Center Learning Center"
2006 is quickly approaching, and the Call Center Learning Center is interested to learn about the top issues and challenges for your call center in preparation for the new year.
Call centers experience change on a daily basis.
This site features comprehensive listings for call center solutions, including books, articles, best practices, vendors, call center software, training, and best practices for managers and consultants.
www.call-center.net   (198 words)

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