Call centers operate in a dynamic industry. Call volumes can fluctuate greatly, increasing and decreasing demand put on the contact center staff. Managers strive to forecast call volumes in order to ensure they have the right number of staff available for any given shift, but the process can be time consuming and flawed when done manually.
To help better manage the workforce within the call center, many organizations turn to workforce management solutions as such applications can help to accurately forecast call volumes while matching skill levels and agent availability according to call center needs.
Accurate forecasting is essential to effectively schedule agents for the call center, yet it is one area where increased measurement is needed. According to a recent ICMI study, only 56.4 percent of call centers measure for forecasting accuracy. Proper forecasting is directly related to effective scheduling to deliver the optimal customer experience.
Call center scheduling can be a tricky area to manage as the size of the call center and the companies that it serves can dictate the level of skill necessary for agents to possess. The more complicated the calls, the more live agents with specialized skills needed to deliver the expected level of service.
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Tuesday, September 30, 2008
Effective Call Center Scheduling Increases Customer Satisfaction
Monday, September 29, 2008
Call Center Project - Australian Lead Generation Campaign
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 49560347
Category : Call Center
Title : Australian Lead Generation Campaign
Estimated Budget : 25 AUD per Lead
We are India based company looking for call center with minimum 5 seats for our Australian Lead Generation requirement. Centers need to dial Australia in normal business hours for Only Business Owners to offer them loan against their Credit card. Please go through attached file for detailed requirement. Centers need to manage their own calling data. Our payout will be 25 AUD verified lead, payment will be on biweekly first time and then after weekly basis by PayPal or other mode. Interested service providers are requested to contact us as soon as possible.
Status : Closed
Sunday, September 28, 2008
Call Center Project - Appointment Setting Campaign for Mobile Sale
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 27065148
Category : Call Center
Title : Appointment Setting Campaign for Mobile Sale
Estimated Budget : 30 AUD per Fixed Appointment
We are India based looking for call centers for an appointment setting campaign. We are looking for centers with minimum 15-25 seats to dial Australia at normal business hours for the sale of mobile plan to the customer with existing mobile contract. We will provide the leads and the training materials. Our pay out is approximately 30 AUD per fixed appointment. The mode will be wire transfer payable on every fortnight basis. Interested centers are requested to contact us with their portfolio as soon as possible.
Status : Closed
Friday, September 26, 2008
Stressful and abusive lives of telemarketers
You are taking a nap or are in the middle of a meeting or enjoying a quiet lunch or desperately looking for change to pay the cabbie. Your mobile rings. "We would like to offer you a lifetime-free credit card...," says a tentative voice on the other end.
Depending on your personality and the time of day, you may use a four-letter word, dangerously lower your voice, make some sarcastic Smart Alecy observations about the caller's rehearsed language, or politely tell him off. You go back to your life after grumbling about the failure of the National Do-Not-Call registry.
The telemarketer has no choice but to shrug off the slamming and move on to his next call. There are targets to be met, a job to be done.
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Thursday, September 25, 2008
Call Center Project - UK Lead generation ( Unsecured Loans)
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 11941478
Category : Call Center
Title : UK Lead generation ( Unsecured Loans)
Estimated Budget : upto 30 USD per Lead
We are UK based company looking for call centers for Lead Generation on unsecured loans. We need centers with setup of minimum 10 seats to dial in UK in normal business hrs, customer must have minimum debt requirement is 3000 GBP. Payout is Upto 30 GBP per lead will be paid via wire transfer on fortnightly basis. Centers have to manage their own leads and we will provide training materials. Interested service providers are requested to contact us as soon as possible.
Status : Closed
Wednesday, September 24, 2008
Call Center Tender - Call Answering Services (Inbound)
ITMatchOnline.com is the easiest way to find right partners across the world.
Type : Tender
Id : 27230261
Category : Call Center
Title : Call Answering Services (Inbound)
Estimated Budget : 21600USD
Total Requirement : 6 to 20 Calls per Day
We are USA based organization. We are looking for reputed and experienced service providers for our requirement of After Hours Call Answering Services. The length of the contract will be approximately 3 years, from January 1, 2009 until December 31, 2011. The estimated budget for this service is 21600USD. These services will be needed from 6:00 pm until 7:00 am Monday through Friday; 24 hours a day on Saturday and Sunday and on holidays. The estimated call volume will be 6 to 20 calls per day.
Scope of services:
- The provider will provide general information about our services on call.
- Any request for related services are to be documented and emailed to us by 10:00 a.m. on the next business day.
- The provider may also be required to provide supplemental call answering to enable our staff to attend pre-scheduled meetings or trainings. We will provide prior notification to the provider detailing such events.
- The provider will ensure that information relayed to citizens is consistent, accurate and commensurate with us.
Country : United States
Status : Closed
Tuesday, September 23, 2008
Japanese investors eye call center in Silay City
group of Japanese investors are looking at setting up call centers in Silay City in Negros Occidental province, a local official told INQUIRER.net.
A report from outsourcing research firm Callcentres.net said a group of Japanese investors from partner firms Masterpiece Group and local partner Nomura Securities Philippines recently met with Mayor Jose Montelibano to discuss their intent to invest in Silay.
The proposed call centers would cater to Japanese, Chinese and English-speaking clients, the report said.
City councilor Mike Maravilla confirmed via telephone the meeting with Japanese investors, although he noted that plans are yet to be finalized.
Silay is categorized as a second-class city and is located north of the provincial capital of Bacolod. It is also the site of the new Bacolod-Silay International airport.
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Monday, September 22, 2008
Call Center Project - Telemarketing service (Landline, Mobile & Broadband)
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 17464992
Category : Call Center
Title : Telemarketing service (Landline, Mobile & Broadband)
Estimated Budget : Upto 140 GBP per Sale
We are UK based company looking for service provider for Telemarketing and Sales of landline, mobile phones (Line rental) and broadband connections. We need centers with minimum 10-50 seats to dial UK. Payout will be 30-140 GBP, on the basis of sale of mobile phone and 15 GBP for Landline & Broadband, will be paid via e-transfer on fortnightly basis. Centers have to manage their own leads and we will provide training materials. Interested service providers are requested to contact us as soon as possible. For commission details please refer to a document as attached.
Status : Closed
Sunday, September 21, 2008
Call Center Tender - Student Outcomes Survey Process
ITMatchOnline.com is the easiest way to find right partners across the world.
Type : Tender
Id : 10986973
Category : Call Center
Title : Student Outcomes Survey Process
Estimated Budget : Request for Proposal
Total Requirement : On-Going on Annual Basis
We are Canada based educational organization. We invite interested service providers for the provision of Computer Assisted Telephone Interviewing Services and Computer Assisted Web Interview Services between January 2009 and August 2009. We are looking to conduct 2 types of survey, details is given below:
- The 2009 Survey is a follow-up of Students who completed, or nearly completed, their study in 2008. This consists of approximately 30,000 former students.
- An annual Survey of former apprenticeship students. This Survey includes all former apprenticeship students who completed their apprenticeship training. This consists of approximately 3,000 former apprenticeship students.
Scope of services:
- Feedback on possible modification to the survey.
- Conduct approximately 17,000 telephone and web interviews between January and August 2009.
- A final Methodological Report.
- Approximately 65% of calls will be placed after 5 pm Pacific Time (PT).
- Although the interviews will be conducted in English, other languages may be required to communicate with non-English speakers regarding the students and the surveys like Punjabi, Hindi, French, Mandarin, Korean, Taiwanese, Farsi etc..
Country : Canada
Status : Closed
Friday, September 19, 2008
Study Finds U.K. Agents Suffering in Contact Centers
It really should not be any surprise to learn that for some individuals working in the contact center industry, their chosen profession can be a detriment to their health. Whether they have a hard time handling the stress of the job or their environment is not designed around ergonomics, the reality is that the job can be tasking for some – even to the point of causing long term problems.
Research carried out by Coleman Parkes on behalf of NB Data, a U.K. telecoms distributor, has found that nearly half of all U.K. businesses – contact centers included – are risking the long-term health of their employees by using unsuitable equipment in the office.
Employees in the U.K. are suffering from ‘phone-neck’, which is a form of repetitive strain injury. Of those respondents who use either fixed-line headsets or a traditional handset in their day-to-day role, 42 percent had experienced neck pain during the past year.
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Thursday, September 18, 2008
Call Center Project - Appoinment Setting for Services
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 15141013
Category : Call Center
Title : Appoinment Setting for Services
Estimated Budget : Need Best Proposal
We are New Zealand based company looking for service providers for our Appointment setting requirement. Centers need to dial in Whangarei (New Zealand) initially we will provide 1000 business leads of Whangarei customers, later centers need to manage their own leads, we need centers to call and verify address then we will post introductory mail to all customers and then centers need to dial to fix an appointment for various services sent in introductory mail. We are looking for 9-10 appointments per week. We are looking for best proposals from centers as we are new to business, our mode of payment will be paypal on weekly basis. Interested service providers are requested to contact with their profile.
Status : Closed
Wednesday, September 17, 2008
Call Center Tender - Call Center Services
ITMatchOnline.com is the easiest way to find right partners across the world.
Type : Tender
Id : 12638211
Category : Call Center
Title : Call Center Services
Estimated Budget : 400000 GBP per Annum
Total Requirement : Approximately 600000 Telephone Calls per Month
We are United Kingdom based organization. We are a multi-channel service, providing information and advice about health, illness and health services 24*7 365 days a year. We are looking for a reputed and experienced call center for our requirement of call center services for 24*7 365 days a year. Our estimated budget is 400000 GBP per annum. The contract will be for 24 months with 2 possible renewals. We are promoting our services through our website, TV etc. We are getting approximately 600000 telephone calls and nearly 2000000 visits to our website in a month.
We are seeking the help of an organization to assist with the improvement of efficiency and performance within our contact centers. The successful consultancy will be required to work closely with the senior teams in defining efficiency problems and designing an improvement programme also. Interested providers are requested to send their interest via e-mail only and we will send them a Pre Qualification Questionnaire. Providers are requested to fill out the necessary details and send that back to us on or before 7th October, 2008 by 13:00. For more details have a look on attachment.
Country : United Kingdom
Status : Closed
Tuesday, September 16, 2008
Call center to expand in Spokane Valley and add 370 jobs
ICT Group Inc. said it plans to add 370 jobs as it expands operations in Spokane Valley.
According to economic development group Greater Spokane Incorporated, ICT Group of Newtown, Pa. is expected to add more than 300 new customer service representative positions and 70 operations management positions, when operating at full capacity.
The expansion will double ICT’s Spokane Valley presence, according to officials.
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Monday, September 15, 2008
Call Center Project - Sales Campaign Service
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 56888535
Category : Call Center
Title : Sales Campaign Service
Estimated Budget : 30 USD per sale
We are US based company looking for center for our sales campaign process. We need centers with 15-25 seats to dial to US at normal business hours to sale long distance calling card with high speed internet facility and identity theft product. Our pay out is 30 USD per sale will be paid by pay pal on weekly basis. Interested centers are requested to contact us with their portfolio as soon as possible
Status : Closed
Sunday, September 14, 2008
Call Center Project - Debt Settlement Process
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 14772465
Category : Call Center
Title : Debt Settlement Process
Estimated Budget : 25 USD Per Approved Live Transfer
We are India based looking for call centers for our Double Verified Debt Settlement Campaign. 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 25 USD per approved live transfer will be paid by wire transfer on weekly basis. Interested centers are requested to contact with their profile as soon as possible.
Status : Closed
Friday, September 12, 2008
Call Center Industry Prepares for Major Boom
As two new bilingual call centers set up shop in Nicaragua's tax-free zones and a third outsourcing giant expresses interest in following suit, investment-promotion agency ProNicaragua is scrambling to update its database of English-speaking Nicaraguan workers, estimated to be around 10 percent of the country's working-age population.
In the agency's first two surveys in 2004 and 2007, some 6,500 English-speaking Nicaraguans registered. About two-thirds are considered “highly proficient” in the language, according to ProNicaragua investment promotion manager for contact centers María José Guerrero.
U.S. companies looking to cut costs by paying qualified workers in the developing world a fraction of what they would pay U.S. employees are showing a new interest in Nicaragua, as labor costs in neighboring Costa Rica and El Salvador – until now the region's main outsourcing hubs – rise amid a shortage of qualified English-speakers.
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Wednesday, September 10, 2008
Call Center Project - Appointment Setting Campaign
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 91127875
Category : Call Center
Title : Appointment Setting Campaign
Estimated Budget : 100 USD Per Qualified Appointment
We are US based company looking for call center for our appointment setting campaign. We are looking for centers with minimum 5-10 seats to dial US, UK and Australian customers in normal business hours behalf of 5 star resort partners to attend 90 minute tour at the resort. If customer will attends 90 minute tour at the resort, it is considered as a qualified appointment. The customer receives an assured gift once he completes attending the 90 minute tour, they will either receive a 27 Flat Screen TV (or) Ford Explorer Car (or) $25000 Cash (or) Free Vacation Centers have to manage their own leads (Centers can buy calling leads from us). Our pay out is 100 USD per Qualified appointments will be paid by wire transfer on weekly basis.Interested centers are requested to contact us with their portfolio as soon as possible.
Status : Closed
Tuesday, September 9, 2008
Call Center Tender - Manage & Operate an Existing Call Center (Inbound Services)
ITMatchOnline.com is the easiest way to find right partners across the world.
Type : Tender
Id : 84287243
Category : Call Center
Title : Manage & Operate an Existing Call Center (Inbound Services)
Estimated Budget : Need Best Proposals
Total Requirement : Contract will be For 12 months With the Option of Extensions
We are USA based organization. We are looking for reputed and qualified firms (From USA Only) to assume management and operation of our existing customer service Call Center. The successful provider needs to operate and manage our existing call center in USA. Our customers often need our assistance regarding complex issues on their cases, what actions could be taken next, and how best to communicate their needs. In calendar year 2007, the average monthly number of calls handled by customer service specialists at our call center was 31,962. For the same time period, the average monthly number of calls to the Interactive Voice Response Unit (IVR) was 191,376.
Scope of services:
- Answer and respond to all incoming calls to the Call Center.
- Provide accurate responses to our internal and external customers.
- Provide all responses to customers in a courteous and respectful manner.
- Callers dialing the toll-free number have the option to obtaining information from the IVR. Customers using the IVR may obtain general program information and the date and amount of recent payments. Customers may call the IVR twenty-four (24) hours a day, seven (7) days a week, except for periods of system maintenance.
- Customers may access information on our website including general program information, commonly-used forms, and case-specific payment information.
- Provide initial and ongoing training to staff on our support processes, customer service techniques and methods, use of personal computers, and ICAR so that responses are accurate, courteous, and timely.
- Provide an electronic referral tracking system to gather the case number, type of referral, date, reason for call, and receiving office for calls that require follow-up.
- Attend meetings as requested.
- The successful provider shall have a quality control (QC) process in place for the operation of the call center.
- Our organization reserves the right to listen to live calls.
Country : United States
Status : Closed
Monday, September 8, 2008
Call Center Agents : On the Frontlines of War
Call center agents are service representatives hired by a client company to handle support and information for a specific product usually through phone calls, faxes or emails. Call centers may be described as a set of functions or actions that can be carried out in a number of ways using multiple delivery channels by merging information and telecommunications technology, Among the services they offer are toll free customer service, direct response, interactive voice response (IVR), 24 - hour help desk, appointment scheduling, upholstery shampooing taking services, emergency response, conference and registration, virtual receptionist, and infomercials which can be tailored to suit your company's specific needs. IVR systems are set up to handle the initial stage of customer contact, and is programmed with a set menu for predictable customer questions, which gives them prerecorded answers and tells them how to proceed. If their issue is not adequately addressed by the IVR, customer calls are routed to knowledgeable representatives who have speedy access to information.
Call center agents are soldiers in the front-lines of war. They are a channel between a company and its customers, giving the latter a forum in which their concerns may be addressed and complaints resolved. It is also a way for companies to improve the product or service that they offer because customers can tell you directly exactly what they want. These dedicated soldiers are ready to deploy anytime, anywhere. Call center operations continue like a well-oiled 24 hours a day, seven days a week. This means that your company can cross the boundaries of distance and time zones so you can do business with people worldwide. Because this vital service may be costly for companies to put up themselves, the service is frequently outsourced to a call center company. Outsourcing the service to a call center at a set price is a cost effective solution for any business, large or small. This leaves companies free to concentrate on delivering the product or service without having to worry about the large cost of putting up their own call center and hiring employees to man the phones upholstery cleaning richmond being assured that customer satisfaction is being closely monitored. Performance markers for call center agents may include call handling time, call queue length, hold times and customer satisfaction level. Agents who fail these markers are subject for calibration with company standards or retraining as their progress requires. As soldiers are aware that one mistake can cost them their life, all call center agents are aware that every customer contact is a unique opportunity to create more business and cement the loyalty of the customer, so efforts are made to improve and retain relations. Seasoned agents are like war veterans; they know all the tricks of their trade and are keen to impart their hard earned knowledge to new recruits to ensure the same level of service for every customer call. They know that providing great customer service is winning yet another battle for market supremacy.
Source : http://www.corsavoo.com/
Sunday, September 7, 2008
Call Center Project - Telemarketing service (Landline, Mobile & Broadband)
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 12014042
Category : Call Center
Title : Telemarketing service (Landline, Mobile & Broadband)
Estimated Budget : 15-140 GBP Per Sale
We are UK based company looking for service provider for Telemarketing and Sales of landline, mobile phones (Line rental) and broadband connections. Credit check is not required as customers will pay their monthly line rental in advance, so Customer will be money charges directly from customer cards. Centers can put all credit check declined customers on our network. Center need to fillup plan details and transfer call to our verification officers, within 5 minutes centers will be updated for sales status. We need centers with minimum 10-50 seats to dial UK. Payout will be 15-140 GBP on the basis of sale, by wire transfer on fortnightly basis. Centers have to manage their own leads and we will provide training materials. Interested service providers are requested to contact us as soon as possible. For commission details please refer to a document as attached.
Status : Closed
Friday, September 5, 2008
Many jobless nurses work in call centers: PNA
Many jobless Filipino nurses now work in call centers while awaiting employment, the Philippine Nurses Association (PNA) confirmed Tuesday.
PNA president Leah Primitiva Samaco-Paquiz attributed this problem to the surge in supply of Filipino nurses and salaries in both government and private hospitals that are lower than the pay in call centers.
On the oversupply of nurses, Paquiz noted that when the demand for nurses, especially abroad, went up, so did the number of schools offering nursing courses. She said this resulted in oversupply of nursing graduates.
Since there are not enough hospitals to accommodate them all, some nurses are even forced to shell out P3,500 to pay the health facilities in order to get their training and the required credentials, she said.
Nurses who are applying for employment abroad need at least two-year work experience in 250-bed hospitals.
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Thursday, September 4, 2008
Call Center Tender - Inbound Call Center Services
ITMatchOnline.com is the easiest way to find right partners across the world.
Type : Tender
Id : 54610433
Category : Call Center
Title : Inbound Call Center Services
Estimated Budget : Request For Information
Total Requirement : Estimated Call Volume is 150000 per Year
We are UK based organization. We are looking for experienced and reputed service provider for our requirement of Telephone Information Call Center Services. The successful provider will be required to operate a telephone information call-centre service on behalf us, dealing with general and specific business related queries. Electronic message and information services. The information service will be operated in English during the business hours. Estimated number of calls made to the call centre will be in excess of 150000 a year. This will increase as more come on line.
The following services will be included:
- Updates on applications in progress.
- Application Forms and Passport fees.
- Payment procedures.
- Submitting applications.
- Documents required.
- Amendments
- Website details
- Availability of Birth and Death registrations.
- Any other information.
Country : United Kingdom
Status : Closed
Wednesday, September 3, 2008
Call Center Project - UK Lead generation ( Unsecured Loans)
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 36964588
Category : Call Center
Title : UK Lead generation ( Unsecured Loans)
Estimated Budget : 18 GBP Per Lead
We are UK based company looking for call centers for Lead Generation on unsecured loans. We need centers with setup of minimum 10 seats to dial in UK in normal business hrs, customer must have minimum debt requirement is 5000 GBP. Payout is 18 GBP per lead will be paid via wire transfer on fortnightly basis. Centers have to manage their own leads and we will provide training materials. Interested service providers are requested to contact us as soon as possible.
Status : Closed
Tuesday, September 2, 2008
Aegis to take on AOL's India call centre
Aegis BPO Services announced today that it is taking on AOL’s call centre operations in Bangalore, India.
The acquisition, which is expected to close at the end of April 2008, will see Aegis provide customer service and technical support to AOL customers.
AOL call centre employees in Bangalore will then officially become Aegis staff.
Aparup Sengupta, Aegis managing director and ceo said this was a defining and historic moment for the company.
“We are proud to welcome a team that have built a legacy of superior customer management practices,” said Sengupta.
Maneesh Dhir, executive vice president of AOL International, said: “AOL will continue to have a significant presence in India and to strengthen its local operations.”
Source : http://www.callcentre.co.uk/
Call Center Project - Travelling Package Survey Process
ITMatchOnline.com is the easiest way to find right partners across the world.
Projects Details:
Type : Project
Id : 96599752
Category : Call Center
Title : Travelling Package Survey Process
Estimated Budget : 25 USD Per Entire Survey
We are an India based looking for call center for a survey campaign process. We are looking for centers with 20-30 seats to dial in USA at normal business hours to survey for holiday travelling package. The survey would be of 6 question and we will pay 25 USD for the all the confirmed survey. The mode of payment will be pay pal on weekly basis. Interested centers are requested to contact us with their profile as soon as possible
Status : Closed
Monday, September 1, 2008
Call centre workers stressed and depressed, study finds
Canada's half a million call-centre workers are suffering higher rates of stress and emotional difficulty than those in other industries, a study released Monday says.
Workers in call centres are more likely to access their employee-assistance programs than employees in other industries, the survey said.
According to data compiled by Shepell-fgi, a provider of workplace health services, seven per cent of call-centre employees access EAP compared with five per cent in all other industries. Younger workers are also far more likely to seek help - 42 per cent in call centres versus 17 per cent overall.
As well, call-centre worker accesses to EAP programs were more likely to be for emotional issues (15 per cent versus 11 per cent overall) and stress (19 per cent versus 15 per cent overall).
"There is no question, working in a call centre is unique and has its own concerns," said Rod Phillips, CEO of Shepell-fgi, which describes itself as Canada's leading provider of workplace health services.
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