Las Vegas call center to hire 150

LAS VEGAS, N.M.—A customer service telecommunications center is taking over a Las Vegas site once occupied by a call center that left the northern New Mexico community last year.

Results Las Vegas will have job applications and information available at an event Monday on the New Mexico Highlands University campus welcoming the company.

The company expects to be in operation by mid-September. Officials said it will mean 150 jobs.

It will open where the Connection call center formerly operated. The Connection office closed in Las Vegas in November after seven years, costing 57 jobs.

Source : http://www.lcsun-news.com/

Call Center Project - Satellite Service Sales Campaign

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Projects Details:

Type : Project

Id : 24681242

Category : Call Center

Title : Satellite Service Sales Campaign

Estimated Budget : 70 USD per sale

Description :

We are USA based company looking for call centers for our satellite services sales campaign, We need centers with setup of 25- 50 seats and predictive dialer, to dial USA in normal business hrs plus weekends and holidays, Leads and training material will be provided by us. Our payout is 70 USD per installed satellite service, will be paid by wire transfer on monthly basis. Interested centers are requested to contact with their profiles.

Note: Check attachment file for details.

Country : United States

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10,000 call centre jobs in two years, says report

Jobs in Jamaica's call centres should grow by 10,000 in the next two years, according to a report by analysts from the Florida-based Zagada Institute. Before then the local sector is projected to reach 20,000 jobs by the end of this year, up from 8,000 jobs.

United States-based companies, advised the report titled Caribbean Contact Center and BPO report 2008-2010, could shave 35 per cent off their costs in choosing to relocate to the 'nearshore' Caribbean.

Despite being overtaken by the Dominican Republic, Jamaica remains the leader in the English-speaking Caribbean. The Spanish-speaking Dominican Republic dominates the Caribbean with 43 per cent of the region's call centre jobs compared to Jamaica with 29 per cent.

"If you can come to Jamaica you can maintain your quality and your margins will be a little bit higher than if you were in another place," said Don Gittens, senior consultant in investment promotions for ICT Jamaica Trade and Invest who was consulted by the researchers. "If you're looking to establish a call centre overseas you have to consider the workforce, telecommunications, incentives, the economy and there must be a stable government - when you tie all that together Jamaica is attractive."

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Call Center Project - Travel and Grants Process

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Projects Details:

Type : Project

Id : 22157302

Category : Call Center

Title : Travel and Grants Process

Estimated Budget :100 USD Per Sale

Total Requirement :Requirement of 100 Seats

Description :

We are US based organization need only experienced centers for our Travel and Grants Process. The Centers need to dial in US in the normal Business hours. We are looking for 2 experienced centers with setup to 50 seats, 1 to sell travel packages to USA and the other to sell grant packages to USA. However, if one experienced center can provide both the services then it would be fine. Center will have its own merchant account and do an automated IVR. We are looking for good volume, however, we listen to each and every IVR and the merchant calls the customers as a thank you/welcome call, so we know that the sales are legit. We will provide the training material and centers need to manage their own leads. We need minimum of 20 sales per day and then move up to 50-100 per day. Our payout is USD 100 per net sale. We would be paying via Wire transfer by weekly. Interested centers are requested to contact us with their profile as soon as possible

Country : United States

Status : Closed

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Indian call-centre workers demand money without menaces

“There's a traditional perception that debt collectors are tough, that they rough people up,” Manu Sharma, a smart Indian executive, said from his sleek office in Delhi's outskirts. “That's not how we work”.

Welcome to the touchy-feely world of outsourced debt collection, an industry in the throes of rapid expansion as India's call centres - famous for flogging computers, life insurance and mobile phones - now look to cash in on the global credit crunch.

Forget the old image of the debt collector as a menacing ogre out for his pound of flesh. Mr Sharma, who heads a 200-strong team that makes thousands of call to American homes every evening, is one of a new breed who are chasing - ever so sensitively - the growing horde of hard-up Westerners.

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Call Center Project -Timeshare Appointment Setting Campaign

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Projects Details:

Type : Project

Id : 45366064

Category : Call Center

Title : Timeshare Appointment Setting Campaign

Estimated Budget :120 USD Per Appointment Showup

Total Requirement : 10-15 seats

Description :

We are Philippines based looking for call center for our Time share Appointment setting campaign. We need centers with setup of 5-10 seats to call USA in normal business hrs. We will provide training materials but centers need to manage their own leads. Payouts will be 120 USD per appointment show up will be paid by wire transfer on weekly basis. Interested centers are requested to contact as soon as possible.

Country : Philippines

Status : Closed

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US recession "opportunity" for call centers: experts

Philippine call center companies should treat the recession in the United States as an opportunity rather than as an obstacle for growth and expansion, industry experts and an economist said.

During the Call Center Expo and Conference held recently, executives from call center companies said they believe that the ongoing recession in the United States, where a huge chunk of Philippine business process outsourcing or BPO clients are, will be beneficial in the long run since it will create more opportunities for the country.

Dan Reyes, president of Sitel and director of the Contact Center Association of the Philippines (CCAP) said that the US recession may have some negative impact only in the immediate term.

“There may be reduced demand in certain industries but the need to reduce costs may likely lead to more outsourced work to countries like the Philippines,” he said.

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Call Center Project - Magazine Ad Sales Process

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Projects Details:

Type : Project

Id : 10577922

Category : Call Center

Title : Magazine Ad Sales Process

Estimated Budget :15% Commission

Description :

We are USA based Company looking for a call center for our Magazine Ad sales Process. We need centers with setup of 15-20 seats to dial India, Philippines, Russia and United Arab Emirates, for selling Ad spaces in a new outsourcing Magazine. Leads and training material will be provided by us. This can be inbound and outbound process. We also need email marketing in addition of calling. Our payout will be 15 % commission of the total sale and will be paid by paypal on monthly basis. Interested service providers are requested to contact with their profile.

Country : United States

Status : Closed

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On the Mark: Who's answering the phone in the call center?

There's no good way to spin the statistics about call center performance. They're bad and getting worse.

As it does every year, Dimension Data Holdings PLC, an IT services firm in Johannesburg, South Africa, polled 300 companies in 30 countries about call center performance. The numbers are distressing.

The percentage of calls answered in less than 10 seconds fell nearly 12% over the period of 1997 to 2007, and the average time it takes to answer jumped 69%, from 23 seconds to 39. The percentage of calls abandoned by those tired of waiting for an agent more than doubled, from 6% of calls to 13.6%.

Humans solving users' problems dropped to 69% last year from 85% in 1997. Interactive voice response usage was up 158%, but that's because companies force IVR on users. The time it took help desks to reply to an e-mail went from 11 hours to 20.

Given all of the technology that CIOs have thrown at the call center problem, you'd think things would have improved. But it's not a technology issue; it's a management issue.

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Call Center Project - US Debt Settlement Campaign

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Projects Details:

Type : Project

Id : 17988458

Category : Call Center

Title : US Debt Settlement Campaign

Estimated Budget :30 USD Per Lead

Description :

We are US based looking for call centers for lead generation of our Debt Management program. We are looking for customers leads with credit card debt of 10,000 USD or higher. We accept lead from entire USA, other than FL,NC,ID,HA,WV,OR and KS, qualification script are very simple. We will provide training materials and if required online training too. Payout is 30 USD per qualified lead and will be paid on weekly basis. Interested centers are requested to contact us with their profile as soon as possible.

Country : United States

Status : Closed

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Call centers should hire home-based workers—expert

Philippine call centers are urged to try home-based operations to curb high attrition rate and increase employee satisfaction.

During the Annual Call Center Expo 2008, an expert on business process outsourcing (BPO) urge Philippine call center companies to hire work-at-home agents or home-based employees to solve the high turnover rate in the industry.

William Dieu, senior research analyst from callcentres.net, said that companies can lower attrition rate and foster high agent satisfaction if they will allow home-based operations.

"The Philippines should think about the benefits of hiring home-based agents," Dieu said. He added that working from home also allows employees to save on transportation cost, especially now when prices of fuel are soaring.

Dieu said that only nine percent of the companies here allow working from home and he warned that "it is not expected to increase" in the succeeding months.

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IT services firm Headstrong eyes call center market

MANILA, Philippines -- IT services firm Headstrong is eyeing the call center market after partnering with Australia's CallTime Solutions.

Raymond Lacdao, Headstrong Philippines managing consultant, expects the partnership to pursue opportunities within the booming call center and BPO (business process outsourcing) segments.

Andrew Sivanandam, chief executive of Call Time Solutions, said his company will engage Headstrong in addressing customers in the Philippines and the rest of Asia Pacific.

"If we have a deal in Thailand, for example, Headstrong will have an important role in the installation and implementation process, including staff training on system maintenance," Sivandam said.

Sivandam added his company is working with Headstrong on an Oracle implementation for a major telecoms provider in the country.

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Call Center Project - Health Nutrient Selling Process

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Projects Details:

Type : Project

Id : 58772111

Category : Call Center

Title : Health Nutrient Selling Process

Estimated Budget :2000 USD Per Agent Per month

Description :

We are an Indian based company looking for call center for an outbound sales campaign. We are looking for centers with 15-50 seats to dial Singapore at normal business hours for the sale of health nutrients supplement products. We will provide the leads and training. Our approximate budget is 2000 USD per agent per month will be paid by wire transfer on monthly basis. Interested centers are requested to contact us as soon as possible.

Country : India

Status : Closed

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Outlaw: Is Your Call Center Killing Your Business?

"Of course not!" you say. Don't be so sure.

First, let me say I appreciate there are many call centers filled with enthusiastic, knowledgeable, and customer-focused people doing their very best to address customers' questions and problems. I also know there are many call centers applying the latest techniques and technologies to make their people both efficient and effective in support of their missions. But having positive attitudes and working hard while necessary are not sufficient to ensure your call center is helping your business not hurting it.

One very significant question to ask yourself about your organization and its call centers is how aligned with the core business strategies of the organization are they? Dimension Data, in its past several year's annual global contact center survey of large enterprises, found that less than half viewed their customer service organizations and call centers as strategic to their businesses. If your enterprise's call centers are fully aligned with your business strategies consider yourself lucky, but don't stop there in determining if your call centers are doing all they can to help your business.

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Call Center Project - Domestic Telemarketing & Sales Campaign

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Projects Details:

Type : Project

Id : 13083923

Category : Call Center

Title : Domestic Telemarketing & Sales Campaign

Estimated Budget : 2000 INR per sale

Description :

We are India based company looking for call centers for our telemarketing and sales campaign, We need call center with setup of 5-10 seats to dial corporate customers of India specially in IT, purchase and finance department to sell our IT equipments or rental basis. We need to run this campaign for 2 months, our payout will be 2000 INR per sale, but we need to discuss this in detail with centers, payment will be by E-Transfer on monthly basis. Interested centers are requested to contact with profile as soon as possible.

Country : India

Status : Closed

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Call Center Project - Remortgage Sales Campaign

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Projects Details:

Type : Project

Id : 17634864

Category : Call Center

Title : Remortgage Sales Campaign

Estimated Budget :50 USD per sale

Description :

We are an Indian based company looking for call center for remortgage process campaign. We are looking for centers with 15-25 seats to call UK customers at normal business hours for remortgage sales process. We will pay 50 GBP per confirmation sale will be paid by wire transfer on weekly basis. Interested centers are requested to send their proposal as soon as possible.

Country : India

Status : Closed

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Lifetouch expansion could create 200 jobs

Portrait company will add on to its current facility and phase in jobs over a few years.

MUNCIE -- Lifetouch photo portrait company is expanding its inbound call center on the city's west side, adding jobs and building on to its facility.

Scott Sorensen, general manager at the Lifetouch National Contact Center, confirmed the expansion with The Star Press late Wednesday night by voicemail.

Sorensen, however, is out of town and efforts to reach him for further details have been unsuccessful.

Terry Murphy, vice president of economic development for the local Economic Development Alliance, said he believed the expansion would create around 200 jobs to be phased in over a few years.

Murphy noted the jobs were not telemarketing jobs, but customer service jobs handing inbound calls from clients.

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Call Center Tender - Data Collection by Telephone Survey

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Projects Details:

Type : Tender

Id : 17473433

Category : Call Center

Title : Data Collection by Telephone Survey

Estimated Budget : 245000USD

Description :

We are Canada based organization. We are looking for call center providers for requirement of call center services. We are looking to enter into a contract with a reputed and experienced call center provider for the purpose of work related to collecting data for the 2008 Mortgage Consumer Survey by Telephone Interview. The estimated budget of this work is 245000 USD including applicable taxes.


Scope of work:

1. Review a pre-designed survey questionnaire and make recommendations to us regarding survey design and wording. The survey is expected to have up to 7 open ended questions.
2. Program and test the survey using a Computer Assisted Telephone Interviewing System.
3. Conduct 1500 interviews in the official language of choice of the respondent with calls to occur no later than 9:00 p.m. local time.
4. Perform all data editing and coding and create and deliver a fully labeled SPPS*.SAV files to be pre-approved by us.
5. Generate a set of data cross tabulations with us to five pages banner breaks.
6. Deliver a survey management report including a call disposition report as well as overall and regional based response rate, average survey length, incidence rate and flow rate.
   

Interested providers are requested to send their responses on or before 2 pm EDT July 30, 2008. For more details have a look on attachment. Providers can submit their proposal by e-mail. Proposal may be submitted in MS Word, Lotus WordPro or PDF in English or in French.

Country : Canada

Status : Closed

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Call Center Project - Alarm System Appointment Setting

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Projects Details:

Type : Project

Id : 77231342

Category : Call Center

Title : Alarm System Appointment Setting

Estimated Budget :Need Best Proposal

Total Requirement : 3750 Minimum Calls per Month

Description :

We are US based Security company looking for Center to start our Outbound Alarm System Appointment Setting process. We need Call Center to call for both Residential and Commercial Dialing in normal US hours. We need center to begin with 2 telemarketers on initial basis and expanding as needs grow. Center needs to make 3750 calls minimum per month. Leads will be managed by the center and the Script will be provided. We require best quotation to start this process very soon.

Interested centers are requested to contact us with their profile and quotation as soon as possible.

Country : United States

Status : Closed

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How to Write the Perfect Call-Center Script

The debate over call-center scripts continues to rage, with individuals defending and disparaging the use of predetermined dialogue. Nevertheless, most people agree that at the very least, a script can help agents in sticky situations. “A script is always important as it is the foundation of any good dialogue. Have you ever heard of a great movie that did not have a script?” said Matthew Koenig, sales and marketing consultant with MD&E Inc., a consulting firm specializing in business-information management strategy.

However, a script is just a guideline and not a substitution for great people, great training, appropriate culture and proper processes which allow for some flexibility based on the issue at hand,” he added.

To craft the perfect script, you must focus on three essential components: writing, formatting and content.

Get Off the Soapbox

Make sure your script has the appropriate tone for the situation, and doesn't sound like the agent is reading a textbook. “Most people who write scripts are good writers and write them in ‘good written English’ as opposed to ‘good spoken English.’ And when delivered they will almost always sound ‘read,’ and we know what a disaster that is,” said Flyn Penoyer, telesales guru at Penoyer Communications.

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Call Center Tender - Telephone Answering Services

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Projects Details:

Type : Tender

Id : 13542619

Category : Call Center

Title : Telephone Answering Services

Estimated Budget : Need Best Quotations

Total Requirement : Contract for 3yrs.

Description :

We are UK based organization. We are looking for a provider for our requirement of Telephone Answering Services. We are seeking expressions of interest from suitably experienced and qualified providers to provide a high quality service to customers contacting us regarding reporting incidents, requesting information or assistance. In relation to the following activities:

1. Logging & responding to repair requests outside normal working hours
2. Logging issues and providing advice outside normal working hours.
3. Responding to social alarm monitoring calls by 24/7.
4. Provide tenancy advice outside normal working hours.
5. Supporting our colleagues out side normal working hours.
   

Seats are negotiable. Payment will be as per the agreement. The contract will be for 3yrs. Interested providers are requested to send their proposal on or before 30 July, 2008 by 12:00 (Local Time). For more details have a look on attachments.

Country : United Kingdom

Status : Closed

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Call Center Project - Lead Generation for US Residentia

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Projects Details:

Type : Project

Id : 13343190

Category : Call Center

Title : Lead Generation for US Residential

Estimated Budget : 5-16 USD per Hr.

Description :

We are India based looking for only experienced call centers for our lead generation,sales campaign. We need call center with setup of 15-25 seats to dial USA in normal business hrs (check attachment file for process & payout details) Centers have to manage their own leads. Our payout is 5 – 16 USD per hr. per seat. Will be paid on weekly basis by wire transfer. Interested centers are requested to contact as soon as possible with profile.
Note: Only experienced centers are request to apply.

Country : United States

Status : Closed

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MP Govt to sort out people's problem trough call centre

Bhopal, Jul 11 (PTI)In a bid to sort out problems faced by the common people trough information technology, Madhya Pradesh government has decided to set up a state-level 'Call Centre' in the state.

"Under the 'On-line Governance' 9,232 common service centres will be established in five to six villages. A state-level call centre will be set up by August 15," an official release here said.

The call centre would address the people's peoblem through telephone, it said adding that by 2008, all the units ranging from bloc to state would be connected with the State-Wide Area Network.

To provide e-Governance benefit to common man, the state government has introduced 'Samadhan On Line, Cyber Traseary and Samadhan Ek Din IT schemes'. Besides the government has also introduced e-Solution, the release said adding that IT can play significant role in minimising expenditure.

Source : http://economictimes.indiatimes.com/

Call Center Tender - Domestic Call Center Services

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Projects Details:

Type : Tender

Id : 54201872

Category : Call Center

Title : Domestic Call Center Services

Estimated Budget : 16400000 INR

Total Requirement : Contract for 2yrs.

Description :

We are India based government organization. We are looking for reputed and experienced call center providers (From India Only) for our requirement of call center services. The estimated budget of this work is 16400000INR. We have our own call center. The call center provider will manage, run and will provide customer relation agents to our call center for 2yrs. The call center will run on 24*7 basis. We are looking for 20 to 100 seats. Our call center is of 100 seats out of which 20 seats will be made operational in the first year and remaining seats will be made operational in the second year.

Scope of services:

1. Agents should have the overall view of the Call Center environment, Front Office application and call handling aspects relating to the our specific services.
2. Customer Relation Agent (CRA) has to enter the Call Center screen by giving a username and password.
3. CRA has to handle different types of calls (enquiries).
4. CRA has to interact with different types of screens like General Information, Commercial, Billing, etc. to get the information and to fulfill the requirement of customer.
5. CRA has to make outbound calls to our customers as per the requirements of us.
6. The CRAs required during day and night and off days may vary and the same will be intimated depending on the traffic at regular intervals.
7. Provider should develop training plans/procedures for providing continual training for the CRAs.
8. Maintain tracking record of response time to inquiries / fulfillments requests and ensure that follow-up actions are taken.
9. Provider needs to provide Call Center Manager, Team Leader (Per 20 CRAs.)
   

Payment Terms:

Payment shall be made per position per shift per month for actual number of positions manned & be calculated as per position per shift per day basis where each shift shall be 8 Hrs. duration, excluding time for tea break , lunch break etc. Provider needs to send invoice on monthly basis.
Interested providers are requested to send their detailed proposal on or before 25 July, 2008 by 11:30 am. The cost of the tender document is only 2247INR. EMD (Refundable) is required. For more details have a look on attachments. E-mail inquires will not be entertained.

Country : India

Status : Closed

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IBM Develops Audio Masking Technology To Protect Call Center Recordings

Using speech analytics, the technology identifies and masks credit card numbers and other sensitive information in audio recordings.

Researchers at IBM's India Research Laboratory on Thursday said that they've developed a new data-masking technology to protect private information captured in call centers.

In a phone interview, J.R. Rao, senior manager of the secure software and services group at IBM's Thomas J. Watson Research Center in Yorktown Heights, N.Y., said that while theft of private information from call center recordings hasn't been a major issue, IBM wants "to proactively address a potential threat that can be used in an attack vector in call centers."

"This is a very important piece of technology because IBM takes security and privacy concerns of its customers very seriously, and it's key to maintaining customer trust," said Rao. He stressed the role that IBM Research is playing in bringing innovation to IBM's services business, a synergy often overlooked.

For IBM services clients with call centers, this technology should help ensure compliance with data security rules. "This is a technology that can be used to mask sensitive data and promote compliance with the numerous privacy and security laws that exist," said Rao.

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Call Center Project -Direct TV Campaign

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Projects Details:

Type : Project

Id : 15025024

Category : Call Center

Title : Direct TV Campaign

Estimated Budget : 150 USD per Sale

Description :

We are US based looking to outsource our requirement of call center. We have a Direct TV campaign for which we are looking for the center with more than 20 seats. The center will be calling in USA during normal business hours and will also manage their leads. The payout for the process is 150 USD which will be paid by wire transfer on a weekly basis. Interested service providers are requested to contact us as soon as possible with their quotes and proposals.

Country : United States

Status : Closed

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Call Center Project - Appointment Setting for Timeshare Presentation

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Projects Details:

Type : Project

Id : 21222691

Category : Call Center

Title : Appointment Setting for Timeshare Presentation

Estimated Budget : 120 USD Per Set Appointment

Description :

We are India based looking for a center for our Appointment Setting campaign. We have a campaign of scheduling appointment for timeshare presentation and for this we require center with 5 to 10 seats. The center will dial in US during normal business hours and set up appointments, the payout will be 120 USD per successful appointment set by the center. The center will manage there own leads but training material will be provided by us. Payment will be done on weekly basis through wire transfer.

Interested centers are requested to contact us with their company proposals as soon as possible.

Country : India

Status : Closed

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One night @ the rural call center

NEW DELHI: It’s 1.30 in the afternoon in the township of Nellore and Niranjan is getting ready for office. He picks up a neatly ironed check shirt and a pair of matching trousers to go with. Ask him where he is headed, and he will proudly tell you he is off to his BPO centre.

The exuberance is hard to ignore. This young man of 24 is one among the new breed of employees in upcountry India. Welcome to the world of rural BPOs-- an idea that has potential to dramatically change the way people look at rural and semi-urban workforce.

While rural BPOs are changing lives for the village youth, for many companies the trend accompanies a big relief from increasing costs and nagging attrition in their urban units. Little wonder then, rural BPOs are growing at an impressive 60 per cent clip, according to estimates.

Satyam’s GramIT, HDFC’s ADFC, Lason India and Datamation are among 15-20 companies that have already made a beginning. Analysts say many are waiting in the wings to transfer simple non-voice based operations like scanning and data processing to these BPOs.

Set up six months back in Nellore, HDFC’s ADFC employs around 500 people -- Niranjan being one of them -- engaged in non-core back office operations like translating data into customer database.

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Call Center Project - USA Debt Settlement Process

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Projects Details:

Type : Project

Id : 11460579

Category : Call Center

Title : USA Debt Settlement Process

Estimated Budget : 20 USD per Transfer

Description :

We are India based looking for call centers for our credit card debt Settlement Hot transfer process. We need Centers with setup of 15-25 seats to call USA in normal business hrs. for debt settlement, centers need to manage their own leads, script and training material will be provided by us. Our payout will be 20 USD per hot transfer will be paid by wire transfer on weekly basis. Interested centers are requested to contact with their profile.

Country : India

Status : Closed

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Customers More Satisfied With PC Call Centers

While the industry gets high marks for courteousness, that positive is undermined by low effectiveness in handling customer issues and poor communication, a report says.

Customer satisfaction with PC call centers has improved over the last year, taking the industry out of last place, an annual survey released Tuesday showed.

Satisfaction with PC contact centers rose 8% from 2007 to score a 69 on the CFI Group's second annual Contact Center Satisfaction Index. The index uses a 100-point scale.

The PC industry's performance moved it out of last place and ahead of the cable and satellite TV industry, which scored a 66, CFI said. Nevertheless, the PC industry's customer service representatives remain among the lowest scoring across all the industries tracked by the research firm.

While the PC industry gets high marks for courteousness, that positive is undermined by low effectiveness in handling customer issues and poor communication, CFI said. Almost one in four PC customers who calls a contact center does not have his or her problem resolved.

In addition, CFI's latest study found nearly four in 10 people who have a bad experience with a PC maker's contact center are at risk of defection. As expected, customer satisfaction is significantly lower for customers with unresolved problems versus those who were able to get problems solved.

Customer satisfaction with offshore contact centers is significantly lower than onshore centers, even if problems are solved, the study found. PC companies with perceived onshore contact centers scored 77, while satisfaction with perceived offshore centers scored only 59.

Nearly all customers who tried another channel before calling a contact center went to the PC maker's Web site first. "It is in the best interest of PC companies to direct their customers to the most cost effective channel to resolve their problems," CFI said. "Online support for the PC industry clearly must improve, as it will improve satisfaction and the bottom line."

Customers unable to resolve problems through other channels typically have more difficult issues for the call center, making communication even more important, the consulting company said.

CFI's index is based on the University of Michigan's American Customer Satisfaction Index. Besides PC makers, CFI also scores the banking, cable and satellite TV, cell phone, hotel, and insurance industries, as well as government and multichannel retail.

Source : http://www.informationweek.com/

Call Center Tender - Call Center Services for Airports (Inbound)

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Projects Details:

Type : Tender

Id : 13640699

Category : Call Center

Title : Call Center Services for Airports (Inbound)

Estimated Budget : 200000USD to 300000USD per annum

Total Requirement : Estimated Call Volumes for One Year is About 60000

Description :

We are USA based organization. Our airports authority intends to contract for the provision of call center services to serve both National and International airports. Estimated budget for these services is 200000USD to 300000USD per annum. We are providing both automated voice response (AVR) and live operator response to callers of either airports main telephone numbers to obtain basic information regarding the airports authority and tenant services residing at the airports.

Estimated call volumes for one year is about 60000 and average length of call is about 1.86 minutes. Mandatory hours for live operator response are from 8:00 AM - 10:00 PM, except for designated government holidays at which time hours shall be adjusted to 9:00 AM - 5:00 PM. Automated Voice Response (AVR) is available 7/24/365 and is the exclusive service between 10:00PM and 8:00AM. (To include “leap year” should one apply during the term of the contract).

Call Center Services Includes:

1. The provider shall provide a state-of-the-art call center service to serve both airports.
2. The provider shall provide comprehensive management services to include the necessary labor, equipment and all other related materials required to perform each of the services we required.
3. The call center shall be equipped with appropriate redundancy to mitigate equipment malfunction/outage.
4. The provider shall provide a contingency plan to be implemented in the case of an outage that disrupts the service being provided under this contract.
5. The provider shall furnish a service level agreement (SLA) that guarantees operational uptime of at least 99% during routine call center operations.
6. The provider shall perform monthly inbound traffic studies on their telephone system to ensure validation of call flow and trunk capacity.
7. The provider shall ensure that the appropriate quantity and quality of its staff are available to ensure successful operation of call center operations at all times.
8. The provider shall provide documented qualifications and experience levels of other key personnel to be assigned to the contract.
9. The provider shall provide one or more local or toll-free telephone numbers for airports authority use to obtain technical support, make billing inquiries or obtain customer service assistance and, to secure emergency service.
10. The provider shall maintain a separate and distinct database for each airport.
11. The provider shall assign well trained, professional customer service oriented personnel to manage our needs.
12. At least one multi-lingual representative shall be Spanish speaking and shall be available during all live operator response hours.
    

There will be a pre-proposal meeting (Optional). The provider shall provide monthly billing statements to us not later than ten (10) days after the close of the month to which a billing statement applies for payment. Interested providers are requested to send their proposal on or before 2:00 P.M. local time, July, 14, 2008. For more details have a look on attachment.

Country : United States

Status : Closed

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Call Centers: A Friendly Touch

Dismal customer relations has been the standard at call centers for decades. Callers get put on hold, only to be routed to representatives who have no expertise in the problem at hand. Businesses, however, are beginning to realize that this unhappy situation is costing them money--£250 million for every £1 billion in annual revenue, according to London-based corporate analysts Data Vantage. The reason: customers tend not to buy products over the phone when they're having a bad experience. What's more, 55 percent of callers just hang up when they're getting the run-around. By contrast, a company with high-satisfaction phone services pulls in 30 to 40 percent more revenue during calls than its counterparts, according to Siemens research.

Companies such as Barclays, Siemens, Prudential and Powergen have begun to invest in new technology to make call centers more like the local shops or chatty door-to-door salesmen of yore. Barclays' Gadbrook Park Call Center, which opened last year and was named best European call center by the industry magazine Call Center Focus, based its customer-service model on Ritz-Carlton's. "We've replicated what a five-star hotel chain would deliver with bespoke service," says director Rob Hawthorn.

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Call Center Project - Business cards Sales process

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Projects Details:

Type : Project

Id : 14428739

Category : Call Center

Title : Business cards Sales process

Estimated Budget : As per Description

Description :

We are USA based looking for call centers for our Business cards sales process. We need centers to dial USA in normal business hrs. and sale business card packages, leads and training material will be provided by us. Our payout is 25 USD on sale of 1000 business cards package in 175 USD and 50 USD on sale of 5000 business cards package in 200 USD. We are looking for 10 sales per day, payment will be on sales basis and will be paid by paypal or others on weekly basis. Interested centers are requested to contact with profiles.

Country : United States

Status : Closed

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