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Fun @ WorkIn the offshore BPO world where attrition rate hovers at 30 to 40 percent, what are employers doing to retain their workforce? Lets have a sneak peekTurning a Call Center Agent Into a Branch BankAs banking becomes a 24/7 operation, U.S. Bancorp looks at call centers as large clusters of one-man branchesOffshore Call Centres More Costly than in U.K.And the customer service is worse as wellOffshore Call Centres Fail to DeliverOffshoring call-centre jobs is undermining customer relationships and failing to deliver cost savings, according to new study by Compass Management Consulting. The study also suggests that rises in annual staffing costs of up to 15% in offshore destinations such as India is making outsourcing less competitive
Contact Centres Struggle to Retain StaffThe Australian contact centre industry is growing rapidly, but this growth is placing increasing strain on its ability to retain good staff and keep costs down, according to a recent stuyd by callcentres.net"Customer Care is Only About Services, Not Outsourcing Locations"Pondicherry, a small city situated in South India, barely gets any place on the lists of maturing or emerging outsourcing cities across the world. But it still makes sense for customers of outsourcing services to source from such Tier 2 or Tier 3 Indian cities.Are You Being Served?Savvy firms view customer interaction at contact centers as a part of their overall brand experience and use it as an opportunity to offer moreClients Seek New Relationship with Outsourced Call CentersIn recent years there has been a huge shift in the way that clients outsource their call centre activity. 10 years ago, managing the relationship with the outsourced vendor was often simply a part of someone else’s role in marketing or sales. (Source: newswiretoday.com)Sole Sourcing Vs. MultisourcingWhen 'applied wisely,' sole sourcing could well be the dark horseInterview with Carol Borghesi, MD, BT Retail Customer Contact CenterIt is important that we have Indian partners that have experience of the Indian labor markets, that understand the culture much betterCall Center Hang-upsBusiness and consumer customers are both dissatisfied with and wary of offshore call centers, according to a new study by Managing Offshore and Call Center magazine. Call Center editor Keith Dawson and Managing Offshore editor Rusty Weston team up to analyze the implications of the data for global-sourcing companies
Three Years of Success for BPO Industry AssociationThe Sri Lankan Information Technology Enabled Services (ITES) and Business Process Outsourceing (BPO) industry currently employs 4,000 employees, and brings in an annual revenue close to $42 million (as of 2006) with most of the services being exported to North America, Europe and AustraliaBPO Firm Launches Career CafeA U.S.-based contact center has found a way to lure workers in the call-center industry and to meet its target of getting 100 hirees per monthSpanish-language Call Center Launched for Beijing OlympicsThe call center, which is not open to the public yet, is a joint project between China Netcom and Spain-based telecom operator Telefonica aimed at Spanish-speaking countriesCataloger's Call Centers Score High; Industry Puts Up a Poor ShowCall-center experience drives loyalty, retention, share of wallet and other desirable behaviors. Yet, users of call centers across industries show varied levels of satisfactionAfter Core Banking, PSU Banks Open Call Centers for Better Customer ReachUnion Bank of India, Punjab National Bank, Corporation Bank and Bank of India are in the final stages of setting up their captive BPOs and SBI plans expansion of its existing call centerOutsourcing Your LifeSending work offshore has transformed the U.S. economy. Now, some families are tapping the same approach for personal tasks, getting them done for a fraction of what they'd cost at home. Taking your to-do list global. (Source: Wall Street Journal)Contact Centers: Work Time: 2%; Play Time: 7%A recent study shows that team leaders at call centers are enjoying at the cost of the customer
Automating the Contact CenterCan new contact-center technologies both serve customers and keep personnel costs down? It's not just productivity that appeals to quality-conscious customersSurvey Finds Glaring Gap between Consumer Expectations and Contact Center PerformanceIn an important finding, the inaugural Aspect Contact Center Satisfaction Index (ACCSI) has revealed that overall, while contact center professionals believe they are performing better than consumers believe them to be, but in reality, they are in fact underestimating consumer expectations. Aspect Software Inc. and Leo J. Shapiro and Associates declared the results of the findings, the first and only published independent survey on consumer experience against expectations of contact center interactions in North America.Call-Center CapabilitiesGiven the highly productive state of call center automation, why would General Electric sell its BPO operations while Convergys and many other providers staff up? University of Michigan researchers Jonathan Whitaker and Prof. M.S. Krishnan mine our recent study for new insightsLong Distance CallValue isn't in the location or in low wages; it's in the communication itself.
