According to King White at Site Selection LLC, there are more than 200 empty call centers on their database in representing more than 1.3 million square feet. By my calculation this would also represent approximately 75,000 empty seats and 100,000 jobs lost. This is one of the clearest indications that recession is biting in [...]
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So Dell believes they have found a solution to the level of dissatisfaction that customers feel when dealing with their offshore contact centers. For just $13/month or $99 a year you can speak with US based support agents with a wait time of two minutes or less. Those customers who do not enrol in the [...] Outbound, Outsourcing and the new world order With the introduction of the Do Not Call (DNC) list most people both within the call and contact centre industry and those outside of it, assumed that this would be the death knell for outbound calling. The DNC eliminated huge volumes of people who you couldn’t phone and [...] With the introduction of the Do Not Call (DNC) list most people both within the call and contact centre industry and those outside of it, assumed that this would be the death knell for outbound calling. The DNC eliminated huge volumes of people who you couldn’t phone. While there are exemptions and exceptions it forced [...] Dumb Outsourcing Mistakes Bright Contact Center Executives Make We recently wrote an article outlining ‘Ten dumb things, bright contact enter mangers do’ and we were surprised by the response from readers and by the number of downloads and forwards we received. So we decided to follow up the general contact center management, with some more [...] We recently wrote an article outlining ‘Ten dumb things, bright contact enter mangers do’ and we were surprised by the response from readers and by the number of downloads and forwards we received. So we decided to follow up the general contact center management, with some more specific guidance for center manager as they look [...] I have always been a firm believer in the old adage that “you get what you pay for”, but it is also true that just because you paid a lot for something doesn’t always mean you get a good result. I think that generally products and services are priced based on their value and based [...] Site Selection for your Contact Center The boss has just asked you to head up the search for a new location for your contact center. You are flattered by the confidence that the boss has in you, you are confident that you can accomplish this task, just as soon as you figure out what to [...] Recent TRG research studiesIn “Outsourced Quality Monitoring: Emerging Market or Outsourcing Core Competency?” TRG studied more than 160 organizations and their views regarding the outsourcing of quality monitoring. Every Contact Center senior manager knows that agents require coaching, training and guidance to become more effective and more efficient, unfortunately in most organizations Supervisors spend a [...] Outsourcing, Off-Shoring: Truth and Consequences-Part 2In our last article we examined offshore outsourcing the costs the real and perceived benefits and the steps an organization should take before embarking on an outsource and/or offshore venture. In this article we focus on how an organization should best move forward to ensure that their outsourcing or offshoring [...] |
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