Recently in Call Center CRM Category

Better-Than-Expected Teleservices Financials

March 12, 2008 3:21 PM | 0 Comments
Outsourced call center services provider Sykes this week posted better-than-expected financial results (revenue of $197.7M was ahead of the consensus $189.9M estimate, and OPM of 7.7 percent was above the 7.2 percent consensus estimate). Analyst group Stifel Nicolaus Business Services (www.stifel.com) has chalked it up to the fact that the company is experiencing "sustained, broad-based demand (across all verticals including financial services) from both new and existing clients, and the company plans to add 3,000-4,000 additional seats over 2008 and into 2009 to meet this demand."

This demand, according to the Stifen Nicolaus report, is good news for the outsourced contact center service provider market as a whole, and indicates that "clients continue to spend on customer service work despite broader economic issues."

TES

Cable Company IVR Crimes

March 10, 2008 9:30 AM | 0 Comments
I got my online version of the ASRNews and was interested to read about two cable giants: Charter and Comcast, and the fact that ASRNews tested their IVRs and found that the data customers feed in to the system is not used for CTI screen-pop purposes. Basically, Charter and Comcast are using their IVRS merely to annoy customers at the front end.

Said the newsletter, "This month we tested Charter Communications.  No CTI.  They gather ID information from the caller and then throw it away. Comcast does the same thing. These folks should either implement CTI of get rid of their IVR that is doing nothing other than irritating callers."

More high-quality customer service from the cable companies. How could it get any worse? They play a eardrum-shattering screech tone into customers' ears as payback for daring to try and get in touch with customer service?

You can find ASRNews' online newsletter at http://www.asrnews.com/asrnews/backissue/asrn0208.htm 

TES

First-Call Resolution Podcast

March 5, 2008 10:18 AM | 0 Comments
First-call resolution, as a call center principle, gets a lot of attention, and for very good reason. While 10 different call centers may not agree on their management, hiring, training and technology approaches, all 10 will probably agree that first-call resolution is far and away the most important metric to master. Why? It's a realistic way to achieve increased customer satisfaction at lower operating costs. It cuts out "waste" and gets customer issues resolved quickly. It also improves employee job satisfaction and lowers turnover, for it reduces agent frustration.

It is, however, a complex, multifaceted topic. I recently had a chance to speak with Rob McDougall, president of call center solutions provider Upstream Works (www.upstreamworks.com). Our conversation about implementing first-call resolution in the contact center is available here as a podcast

Happy listening!

TES

Marketing Salaries Guide

March 4, 2008 1:44 PM | 0 Comments
Crandall Associates, a company that does executive recruitment for the direct marketing and telesales industries, has released its "2008 National Salary Guide, Direct and Interactive Marketing."

The guide keeps tracks of salaries (high and low ranges, sub-divided by years of experience) nationwide for job titles such as:

Internet Marketing Manager
Market Research Director
Media Planner/Analyst
VP of Marketing
Customer Service Managers and Directors

The full report can be ordered online at www.crandallassociates.com.

TES

Call Center Life Saver

March 3, 2008 1:51 PM | 0 Comments
Next time you're getting heated with a call center agent, calm yourself down by thinking about this story: a man telephones a call center for a routine address change. While on the phone, he suffers a massive brain hemorrhage. The call center agent, recognizing the threat, calls emergency services and provides them with the caller's home address (which she has on her computer screen). Emergency services saves the man's life.

OK...maybe it's not a COMMON scenario, but it happened recently.

TES

Canadian Call Center Woes

February 28, 2008 11:57 AM | 0 Comments
Here's an article from the Edmonton Journal about the closure of a Toronto Dominion Bank call center in the city, for a net loss of about 140 jobs.

Though this is a Canadian company shutting down a Canadian call center, there have been other Canadian call center closures that can be laid at the foot of the weak U.S. dollar.

Outsourcing to Canada (an important destination in the so-called "near-shore" outsourcing model) is no longer saving U.S. companies money due to the unfavorable exchange rates for the U.S. dollar.

A recent Datamonitor report covered on TMCnet by associate editor Patrick Barnard revealed that companies are truly starting to pack up Canadian operations. The most notable U.S. outsourcer to do so thus far is Cincinnati-based Convergys Corporation.

The Datamonitor report also cites a waning of interest in Canada in relation to the increasing interest in having Spanish-speaking agents on staff for the growing consumer base of American Hispanics. (Canada does not offer a labor force with a high percentage of Spanish-speakers.)

TES

Another Upside To Virtual Call Centers

February 21, 2008 11:13 AM | 0 Comments
As if we needed any more evidence that home-based agents and virtual call centers were the way to go, here's yet another: plan a physical, brick and mortar call center, and the neighbors start complaining that it will cause too much of an increase in traffic and parking congestion, not to mention scare the birds away.

TES

Call Center Space Availabilities

February 20, 2008 12:21 PM | 0 Comments

Looking for ready-made call center space in the U.S. or abroad? It might be your lucky day. The Site Selection Group (www.siteselectiongroup.com) keeps track of vacated/available/ready for sub-lease contact center space and is reporting the following to be available:

Addison, Texas: 137,992 sq. ft.
Workstations: 600 expandable to 1,000

Austin, TX: 92, 633 sq. ft.
Workstations: 605

Salina, KS: 44,876 sq. ft.
Workstations: 250 expandable

Clarksville, TN: 52,000 sq. ft.
Workstations: Estimated 500

Tucson, AZ: 27, 255 sq. ft.
Workstations: 200 to 250

Hawkesbury, Ontario: 41,019 sq. ft.
Workstations: 420

Manila, Philippines: 366 workstations


For more info, contact The Site Selection Group directly at 214-271-0580.

Feeling The Love From Offshore Outsourcing

February 19, 2008 10:38 AM | 0 Comments
Here's a piece on TMCnet today that takes a look at the pitfalls, both obvious and hidden, of offshore outsourcing and how to overcome them. First, it's important to identify the problems.

My favorite snipped from this article was that one company discovered that an agent at one of its foreign call centers was ending customer calls with, "I love you." He thought it was a great way to show customers he cared. Sometimes...agents can care a little TOO MUCH.

The best way to make offshore outsourcing work for you is to get a better handle on training. Studies show that even if a foreign call center agent has a heavy accent, if he or she handles the call the way a North American customer expects (use the right words, strike the right tone and effect good results), accents are immediately forgiven.

And your customer will know you love them without you have to tell them, which...let's face it...is a tad creepy.

TES

Improving Capacity Through Virtual Call Centers

February 15, 2008 1:52 PM | 0 Comments
Here's a scenario: how does a company gain10 times the call center capacity while reducing tech support and maintenance costs by 41 percent?

Virtual call centers. Here's a link to an article in ComputerWeekly.com detailing a Scottish utility company that managed to accomplish the seemingly impossible via its Siemens Hipath DX/Genesys integrated contact center to expand its base call capacity to 250,000 calls an hour on a "pay-as-you-go basis."

TES
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