The month of April saw the US call center industry actually contract by approx 675 jobs after months of positive growth. The net reduction was cited in the April 2012 Call Center Openings & Expansions Report, published by the Site Selection Group. Based on major announcements of openings expansions and closings the report saw [...]
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In addition to the closure of their St Catherines Ontario call centre announced earlier this month Transcom has now announced its intention to close its Sault Ste Marie, Ontario call centre. At the same time Transcom is expanding its operations in two centres in the Philippines. The company says that these events are unrelated and [...] By: Colin Taylor Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a [...] We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras [...] We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here Question – What is the role of contact centers in customer satisfaction? Colin Taylor – Contact and call centers are the primary conduit through which companies and increasingly everyone else [...] Many call centres in Canada serve the United States market and these centres saw job cuts as a result of the recession in the US and significantly increased operational expenses as a result of the strengthening of the Canadian dollar. The political backlash in the US of outsourcing and specifically off-shoring has lead to protectionist activities [...] By Colin Taylor As many of our regular readers will know I have been in this business for more than a few years, having started by selling magazine subscriptions through outbound calling for a Toronto based Service Agency in 1976. The industry has changed significantly since this time. The essence of the services being delivered [...] By Colin Taylor, Founder & CEO Anything you are doing today could be outsourced. This article is not about whether you should or shouldn’t outsource: that is a business decision only you can make. Rather this article strives to provide some insight into the outsource agency’s mind and what lies behind their contact delivery and [...] Australia’s peak Contact Centre body the ATA has reaffirmed its support for Senator Steve Fielding’s proposed anti-offshoring legislation. The ATA has also called for further amendments made to the proposed Keeping Jobs from Going Offshore (Protection of Personal Information) Bill 2009, to ensure that any organisations using offshore contact centres be accredited under the Australian [...] |
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