Posts Tagged ‘Call Center’

Call center workers going back to school

October 6th, 2010

SOCIOECONOMIC status should not hinder an individual’s goal to finish college, according to a contact center and business process outsourcing (BPO) company which has opened a program for employees to finish tertiary education while working the graveyard shift.

Javier Infante, president and chief executive officer of Telus International Philippines, Inc., told reporters in a press briefing yesterday helping his employees finish college education was not just a clear investment for the company but also on an individual’s future.

The program called “Telus International University” is a partnership with five universities.

“The company will subsidize the tuition of the beneficiary. The classes will be held in the two centers of Telus located in Cubao in Quezon City and Taguig. The professors of the universities will teach the standard curriculum but during schedules most suited for our employees who are working at night,” he said.

Mr. Infante said there would be 50 employees in the initial wave of the program, which aims to reach 1,000 workers in the next three years.

The employees can choose from courses including economics, entrepreneurship, management, information technology, and humanities.

“Like a usual applicant, the employee still has to pass an entrance examination. We will help to prepare for that by conducting review sessions,” he said.

The company has 8,500 employees located in three sites — Ortigas Center in Pasig, Cubao in Quezon City, and the Bonifacio Global City in Taguig.

“Sixty percent of our employees are college degree holders while there are 40% who are not,” Mr. Infante said.

Mr. Infante said the company would not require employees to sign a bond or contract as a condition before joining the program.

The employee also has the liberty to resign shortly after enrolment, the Telus chief executive said.

“We are not doing this to force them to stay with us. But we would be happier if they decided to grow with the company. Through this program, we are encouraging them to be at their best,” Mr. Infante told reporters.

Mr. Infante also said employees who finish the Telus International University program would be encouraged to apply for a higher position.


Finding the best service investment through call center outsourcing

September 11th, 2010

n this time and age of globalization, there is a high demand for quality services that are targeted to address the needs of the company no matter how small or big the business is. You need to find the right services for your company.

It is very important to find the best services that exude the strongest payoffs for the company.

Outsourced customer support is extremely beneficial for the company.

Any business is in need of a high quality service for the customer. You should take advantage of the services that are offered for the business.

You need to take advantage of a 24 7 call center service.

Why call center?

A 24 7 call center is a high quality service that is offered by many third party call center servicing centers.

You need to take advantage of the services since we are all at that point where the needs of the business are meant to address the customers more than ever.

The customer is a very vital force for the success of the business and with communication lines becoming more open, businesses are finding ways of determining the best services for their own needs.

Outsourced customer support is very popular right now.

This is because if you make a separate call center for your company you will be spending way too much for your business.

If you commission a call center service center, you are saving more on the services and getting more bangs from your buck.


Many businesses go for call center outsourcing since we are at that point where we need to find more cost effective ways more than ever.

With the bad economic conditions, a business tip toes to getting more services.

You need to get the best service for the best value and there are many 24 7 call center providers offering impressive services.

It is important for the company to find the best value for their money. There is a high demand for call centers up to this moment and it is your task to find the best services for your business.

Getting the right outsourced customer support is needed.

You can go for overseas services or you can also go for a local service depending on your preferences.

Some go for the overseas 24 7 call center since many of them are capable of handling a huge volume of calls while still retaining the desired quota and results.

That is a feature that you want for call center outsourcing. Just because they work as an independent body doesn’t mean that will not work coherently with your needs.

You need to find the right services that will match your needs and your company’s mission.

You have to take advantage of the needs of your business and the needs of your customers.

In this day and age where communication has become the language of success, a business needs to be in the cutting edge of the business so call center outsourcing is the way to go for a successful business.


Call center outsourcing for small To medium scale fast food business

September 9th, 2010

If your fast food business is starting to be flooded with huge volumes of calls from customers and suppliers alike, maybe it is time for you to consider outsourcing your call requirements to a professional call center company. Basically, call center outsourcing is a less complicated and affordable way to create an efficient customer service to your loyal and or prospective clients even if your business is on a shoestring budget and you have a shortage of manpower to handle all the calls that come in on a daily basis. For small to medium fast food business, outsourcing provides a lot of benefits because not only will you be able to provide an efficient round the clock customer service, you can also make your small scale fast food business appear large.

A lot of fast food businesses who are experiencing expansion and sudden increase in pool of clientele often experience a major shortage in manpower and in order for them to establish their own customer service, they need to have their employees multitask jobs in order to cater to the growing demand of customers. With this drawback in the business operation, a lot of business owners often do not realize how important call center outsourcing will be for them as an effective solution for the growing market demand and efficient customer service. A call center also makes your business appear more professional because call center agents are trained on entertaining customer calls professionally.

There are different levels of outsourcing services that are offered by call center companies. The pricing structure usually depends on the volumes of services that need to be accommodated by the outsourcing company. But regardless of the variety of services you may want to include in your outsourcing requirements, the fact remains that call center outsourcing can significantly help your company improve your public relations and establish a more reputable and highly regarded customer service. And since you know you have a professional company handling all your calls, you can now concentrate your manpower in doing more specified types of work that can be converted into profits.

A good call center outsourcing solution can provide you with a team of professional agents that will handle all your calls around the clock making it an inexpensive approach in keeping your business doing what it is really designed to do and leave all your calls to a professional staff that are trained to do this particular type of work. Not only will you be able to improve your customer service but you can also make your small scale fast food business look more like a large corporate business entity in the fast food industry.


US gov who backed TCS, terms outsourcing ‘risky’

September 7th, 2010

In one of the most scathing attacks on outsourcing, Governor of US state Ohio, Ted Strickland, has termed it not only a threat to jobs but an IT security risk.

According to a news report in ComputerWorld, the governor’s criticism of offshore outsourcing is part of a recent order to the state agencies prohibiting them from hiring any company that sends work offshore.

The order to the state agencies said that the purchase of offshore services “has unacceptable business consequences,” and among them were “unacceptable data security, and thus privacy and identity theft risks.”

The order further added, “There are pervasive service delivery problems with offshore providers, including dissatisfaction with the quality of their services and with the fact that services are being provided offshore,”

Incidentally in November 2007, Strickland wooed Indian IT giant TCS to open a centre in Ohio.

The state reportedly offered about $19 million in tax credits and other incentives to the company.

The executive order came after a Texas-based company Parago Inc, hired by Ohio agencies to administer a rebate programme for new energy-efficient appliances, used call center workers in El Salvador.

This made Strickland pass the order “to ensure that public funds are not expended for offshore services,” says the news report.

Another US state New Jersey also moved to block offshore outsourcing after a vendor reportedly used offshore labour for call center support.


Stellar appoints CIO to lead call centre outsourcing technology strategy

September 1st, 2010

Stellar, a global expert in Managing Customer Relationships, today announced that Farid Jarrar has been appointed Chief Information Officer of Stellar’s Asia Pacific business. Jarrar will lead and further develop Stellar’s call centre and business process technology strategies.

Farid Jarrar takes the helm as CIO at a time of unprecedented growth within the Stellar business. Jarrar has over 20 years of experience within the IT industry coupled with 12 years of experience within the contact centre and telephony industry.

“Jarrar is the ideal candidate to lead Stellar’s technology strategy and further enhance our offerings in the market place.” said Melissa Hamilton, Stellar’s CEO for Asia Pac. “Stellar is currently undergoing major growth and Farid will play a leading role in shaping the strategic direction of the group’s technology function,” continued Ms Hamilton.

Jarrar possess a diverse background in major corporate environments, with a successful track record in business process outsourcing and contact centre technologies across telecommunication, government, health and utilities. His leadership in various strategic initiative’s and programmes include major technology outsourcing projects, mergers, acquisitions and divestments.

Jarrar has a Masters in Information Technology and Management, member of the Australian Institute of Company Directors and Office of Government Commerce, UK.


Offshore outsourcing services and inbound call centers

August 19th, 2010

Now you can rest easy, inbound call center services can be utilized by companies that offer offshore outsourcing services, product selling and support businesses.

Usually when a business rises to a level where handling large customer requests and queries become very difficult due to limited resources – this is the time you will require the services of an inbound call center services.

InSO is a world class call center service company dedicated to helping businesses satisfy their clients or customers with their world class offshore outsourcing call center services.

With InSO inbound call center services, business owners will remain confident if or when they are away from their office without worrying about their business because they will be rest assured that their calls are being answered swiftly, professionally and politely according to each customer’s queries and requirement.

Inbound call center services helps to improve both the business’ customer service and relationship management. Furthermore, it is also a very effective way to acquire business growth while satisfying customers.


Call center workers becoming cheaper in U.S.

August 18th, 2010

Due to high levels of unemployment, call center workers are becoming cheaper to hire in the U.S.

According to the head of the country’s largest business process outsourcing company, the wages in the country have come down to match the call center costs in India, reports James Lamont and Joe Leahy of

High unemployment levels have driven down wages for some low-skilled outsourcing services in some parts of the U.S., particularly among the Hispanic population.

But at the same time, wages in India’s outsourcing sector have risen by 10 percent this year. Adding to it, senior outsourcing managers based in the country command salaries above global averages.

According to Pramod Bhasin, the Chief Executive of Genpact, the company is expected to treble its workforce in the US over the next two years, from about 1,500 employees.

As people in the U.S. are ready to work at lower salaries, the company can hire some seasoned executives with experience in the U.S. for less money, said Bhasin.

According to Suresh Vaswani, joint Chief Executive of Wipro Technologies, half of the company’s 110,000-strong workforce will be non-Indians in two years, from the current 39 percent.

The move to expand operations in the U.S. also comes as protectionist rhetoric against outsourcers rises in Washington.

Since U.S. business had helped India’s outsourcing industry back on its track, Indian outsourcers should also be sympathetic to the deep economic woes in the U.S., said Bhasin.


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