New Call Center Blog

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 USA?  What is the real cost of bringing on new customers only to have them flee to the competition because of poor customer service experiences?

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 USA?

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 America that what they are doing is good or bad. Losing customers however is a painful way to find out you have made a mistake.

  • kathleen Staley
    January 22, 2007 at 1:15 am

    call 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 pm

    Hi 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 harryschan@yahoo.com .
    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
    harryschan@yahoo.com

  • arcola
    September 12, 2007 at 11:46 pm

    I 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 am

    Thank 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 am

    Respected 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 : binod.kr.singh@gmail.com
    Mobile : 0091 975 502 8230

  • Erica
    May 8, 2008 at 9:04 pm

    That’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 am

    Hi..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 am

    Managing 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 am

    Yes 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 am

    Rays 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 pm

    For 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 am

    Hia 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 am

    Call 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 am

    Business 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 pm

    By 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 pm

    What 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 am

    You 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 pm

    Mostly 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 pm

    In 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 am

    Cool site..hope you can come up with an online community that discusses call center life.

  • Mike
    March 19, 2009 at 9:31 am

    Hi 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 am

    Hi
    Though in this recession period BPO is holding its position.
    TransVisionary

  • Hcbcomm
    October 20, 2009 at 2:29 am

    Examining 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 am

    If 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 am

    Blogs 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 am

    Blogs 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 am

    Thank 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.

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    February 26, 2010 at 10:25 am

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  • Answering Service
    April 11, 2010 at 11:40 pm

    Such 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 am

    Not 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 am

    I 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
    ———————————————
    manish

  • UCG Center
    July 6, 2010 at 5:38 pm

    We 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 am

    The 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 am

    The 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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