Steve Brubaker is one of the nicest people you will meet in the call center business and he knows his stuff, really well. This is why I was so excited to read his new blog where he talks about how important call centers are to the US economy and how important it is to provide good customer service.
With all the companies offshoring and thinking they have o have agents in third-world countries, he asks:
Why aren’t companies "wowing" customers today in the
Why do customers have to wait on hold for lengthy periods of time to reach call centers? Could it be because the bean counters are determining the number of agents needed and "acceptable" hold times based on historical data showing when people tend to hang-up in queue?
Why are Agents being hired who do not speak understandable English? Could it be because the "cost" of agents in third world countries is a fraction of wages here in the
It is no secret that more customer service agents are being off shored by the day and invariably the quality of customer service keeps diminishing. Customers will ultimately tell corporate
kathleen Staley
January 22, 2007 at 1:15 amcall center is the leading software company in all countries so go with them and get the profit in all aspects
http://www.market-iq-int.com
Harry Chan
April 5, 2007 at 12:05 pmHi guys, this is Harry. I am looking forward to help people and companies who are new to the call center business or are find the billing of their existing software providers on the higher side. We are an immensly experienced company providing call center support software and other call center related services as well as other IT related solutions like CRMs, ERPs, etc.
Our software support for call center makes it extreamly easy for both the agent as well as the Superviser to make, recieve as well as monitor calls. In fact, superviseres can easily monitor live calls in various performance ranges like hourly, weekly, monthly etc…Not only that, we also provide operational support if required (Will be billed separately). We are VOIP based operators, thereby you can run your center wherever you have a high speed broadband connection, in fact, you can even have your employees working from home.
Though we do not provide tele-line support, we have have strategic alliances with tele-line providers so that we can help you better. We also provide you the option of making unlimited script pages as pop-ups, interactive caller database etc… We can also look at customizing CRMs for you.
We are a treasure trove for up and coming call centers worldwide. Our pricing is extreamly low compared to other such software providers. We basically offer 2 models of support for your call center-
1) Hosted solutions, which is the most convenient mode existant where we charge you just a nominal fee of Rs. 3500/month/agent
2) Outright purchase, wherin the rates can be discussed after initial contact.
I am not mentioning the name of our company and other details purely because of my past experiences where our offer has been imitated and wrongly used. Please contact me directly at [email protected] .
You can also call me/message me at 0919945762275 though this is not my preffered mode of communication since I have a busy schedule and usually donot answer it. I am available on this number on Saturdays and Sundays as well. Please feel free to revert for any clarifications, looking forward to being of help to you.
Harry Chan
[email protected]
arcola
September 12, 2007 at 11:46 pmI got call center blog also, if there’s somebody who want to trade links or want to submit link on my website. Please message me.
Brent W
April 2, 2008 at 12:27 amThank you for the great resource! TMCnet has a lot of bloggers these days. I’m glad to see you’re doing so well.
I also maintain an answering service blog. Please check it out sometime.
Thanks!
Binod
April 6, 2008 at 3:24 amRespected Sir / Madam,
We are going to stsrt a company for which we require process I hv experience of working with callcenters for last 5 Years and now I have a setup of 100 people from where I may start the customer service.
The services we can provide are:
We can providing services as 24*7*365(days). For international or Domestic process we can go with
INBOUND SERVICES PROVIDER
CUSTOMER SERVICE
TECH SUPPORT
BOOKING & RESERVATION
OUTBOUND SERVICE PROVIDER
MORTGAGE CAMPAIGNS
NON – VOICE PROCESS ( DATA PROCESS OUTSOURCING)
DATA PROCESSING
DATA CONVERSATION
KPO (KNOWLEDGE PROCESS OUTSOURCING)
I can assure you that I would provide you the best services.If further any clarification required than please let me know I would provide within 72 hours.
Kidly do suggest me if need any improvement.
Looking forward to hear from you soon.
THANKING YOU.
Yours Sincerely,
( Binod Singh )
E-Mail : [email protected]
Mobile : 0091 975 502 8230
Erica
May 8, 2008 at 9:04 pmThat’s why most of the call center company primary requirement is fluent in English, because a clear communication with clients is the most important part in contact centers.
offshore outsourcing call centers
wahyudi setyawacana
July 7, 2008 at 7:46 amHi..All
i just create a call center blog and try to collect call center article, i think this blog will help me for recommend.
so kindly please review my blog at http://callcenter-corner.blogspot.com
thanks so much
Call Center Technology
July 8, 2008 at 6:17 amManaging an entire contact center and keeping the customers happy is very crucial to any business…companies must periodically upgrade their management system to make things flowing smoothly for the representatives as well as for the customers.
Quote Catcher Call Center
July 25, 2008 at 11:04 amYes it’s true that most companies primary requirement is fluency in English but that does not always end up being the case and that does not always mean that the English is understandable. I have actually gone to the lengths of changing my credit card company because I got fed up with having to repeat myself and never getting the help I need or my questions answered due to a language barrier.
I’m not opposed to ousourcing but I think that companies who chose to do so have to include some level of random qc.
Webmaster
August 7, 2008 at 5:32 amRays communications provide Call Center Services, Inbound Call Center Services, call center outsourcing , Telemarketing Services ,Outbound Call Center and BPO Services from India-Noida
meanne2007
September 10, 2008 at 11:23 pmFor me it’s not about how you are fluent in english but it is about how you interact with customers well , because even you are fluent in english but doesn’t know how to interact well, you can’t attract customers to comeback with your business. In the philippines, most call center representative are not fluent in english but they are popular among clients because of their good attitude among clients.
Cristina Cafe, Sr.
September 17, 2008 at 3:10 amHia I got call center blog also, if there’s somebody who want to trade links or want
The BPO industry is one of the most challenging businesses to be in and requires outstanding execution skills. InSO has mastered the art and has sustainable competitive advantage through strong fundamental practices that are an integral part of our operational model, and more importantly, our culture.
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call center
September 25, 2008 at 1:34 amCall center is the fastest growing business process outsourcing nowadays. They have the best people, the finest job quality, and the perfect working place.
call center Philippines
November 4, 2008 at 12:17 amBusiness Process Outsourcing is now on its fast-pace. More and more business savvy are investing greatly on call center in the Philippines because Filipino people are said to be patient, caring (for clients), honest, hardworking and also an effective English conversant, among others. So to whom will you trust your business? The answer is definitely obvious.
call center outsourcing
November 13, 2008 at 5:16 pmBy the newly elected president of the United States, hope that Obama won’t eradicate the call center outsourcing industry and the millions of people who are working behind it.
call center philippines
November 19, 2008 at 4:07 pmWhat now, Obama wins, he’s a good president with good advocacy. And we are all now in great peril.
Alex Tagle
December 3, 2008 at 4:17 amYou are right its a genuine problem faced by all customers in customer care services.Actually all call centers companies improves our quality to hire customer care executives who have good understandable English and basic knowledge of computer technology.
call center Philippines
December 23, 2008 at 5:21 pmMostly young and with freshest ideas, call center agents age ranges from 18-30 years old. With these age bracket, call center industry is getting the best employees, the greatest manpower and the most energy.
SalesForceIsrael.com
January 25, 2009 at 3:03 pmIn our Israel based call center, all of our agents are native language speakers. They are recent emigrants from North America and Europe – living in Israel.
http://www.salesforceisrael.com
QBeX
February 5, 2009 at 10:33 amCool site..hope you can come up with an online community that discusses call center life.
Mike
March 19, 2009 at 9:31 amHi All
I am also running call center many part of the country, here is the details of my ORg. Lighthouse Sourcing is a global outsourcing consulting company with operations in the US, Canada, India, Latin America, Philippines, Egypt, Kenya, and China . We assist companies in all areas of call center and Business Process Outsourcing (BPO). Our corporate offices are located in Greensboro, North Carolina, with branch offices in Virginia and Kolkata, India. We have a strong vendor network of contact center solution providers across the globe, offering a full range of outsourcing services. We have successfully implemented and managed work of over 3000 seats across multiple verticals and service offerings. Our Management Team has over 50 years of combined contact center experience and has owned and operated over 10 facilities in 5 countries.
TransVisionary Solutions
July 22, 2009 at 4:26 amHi
Though in this recession period BPO is holding its position.
TransVisionary
Hcbcomm
October 20, 2009 at 2:29 amExamining the call centers use of technology closely during the decision making process can uncover if the provider is employing the kinds of technologies and applications that are critical to deliver optimal customer experiences every time.Thesecall center services helps in boosting sales.
Call Center Services Outsourcing
December 10, 2009 at 9:59 amIf it’s still ongoing and is actually becoming the standard practice, then it means it must be doing more good.
Inbound Call Centers News
January 22, 2010 at 6:58 amBlogs are the finest way to share thoughts in any segment, and they are one of the most valuable & favorable spot to lookout for new updates.
In marketing and technical industry we require latest updates, it also applicable for Call Center Services industry.
Inbound Call Centers News
January 22, 2010 at 7:00 amBlogs are the finest way to share thoughts in any segment, and they are one of the most valuable & favorable spot to lookout for new updates.
In marketing and technical industry we require latest updates, it also applicable for Call Center Services industry.
Call Center Outsource
February 23, 2010 at 1:07 amThank you for sharing. I’m sure a lot of people are already Call Center blogging as more and more people want to learn more about it.
Nina Tan
February 26, 2010 at 10:25 amDear Sir/Madam,
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Answering Service
April 11, 2010 at 11:40 pmSuch a cool and interesting blog Steve. I’ll be following your posts then. Blog like yours is very helpful to share personal ideas and views. If you promote your blog properly, then you’ll see how good it is for your business.
Glenn
May 24, 2010 at 9:53 amNot all call center are good or fluent in english, some call center are only prefer to make the people to understand on what you talk
CROISSANCE SYSTEMS
May 31, 2010 at 3:51 amI will work in coll center and i know what will work
and that is very good and very got it work cos that was that is and that will be what call center what need
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manish
UCG Center
July 6, 2010 at 5:38 pmWe have just moved into our new Inbound Call Center in Gilbert, Arizona. Yes we are a 100% United States Call Center. Many of our new clients are coming back from trying the overseas Call Centers but got a back lash from their customers.
We can assist you in the following:
Inbound Customer Service
Answering Service
Retention/Acquisition
Collections
Automated Message Delivery
Order Delivery/Service Verifications/Surveys
Order Taking
Signs/Banners/Digital Prints
Check us out today at http://www.UCGcenter.com or call for a free quote at (800) 247-2757
Philippine Call Center Kid
July 13, 2010 at 3:35 amThe essence of what labor unions do—give workers a stronger voice so that they can get a fair share of the economic growth they help create—is and has always been important to making the economy work for all Americans. And unions only become more important as the economy worsens..so thats why call centers are important to the economy of US….
Philippine Call Center Kid
July 13, 2010 at 3:37 amThe essence of what labor unions do—give workers a stronger voice so that they can get a fair share of the economic growth they help create—is and has always been important to making the economy work for all Americans. And unions only become more important as the economy worsens..so thats why call centers are important to the economy of US….
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