Call Center Outsourcing - Prospective Destinations

When we talk of Outsourcing it's the call centers that take most of the credit. Call centers are outlets that exist mainly to answer inbound or place outbound telephone calls and can exist for the purpose of sales, marketing, telemarketing, customer service, technical/non technical support or any other specific business activity.

Why outsource Call Centers?

CRM (customer relationship management) plays a major role in customer satisfaction and retention. And CRM being a specialized process, companies have to spend huge amounts of money on it. This is where outsourcing comes into play.

Call center outsourcing to offshore destinations helps organizations to better manage customer relationships, provide better, round the clock customer service, cut costs, utilize skilled service at cheaper rates, manage and maintain reports, increase market coverage and a lot more. Call center operations require specialized skills the companies can get with ease through outsourcing at extremely cheap prices. That's the reason why almost all companies prefer to outsource their call center operations to offshore destinations.

Indian Call Center Market

India stands out as a leading market for call center outsourcing and has high tech facilities and the best infrastructure that is required for setting up call centers. India has many quality certified Indian firms that have world class call center outlets with thousands of seats and developed communications technologies that would ensure 24/7 service. India also has an unending pool of English speaking youth that can provide high quality voice based service to customers for extremely low costs per hour resulting in huge savings for companies. This is the reason why most fortune 500 companies outsource to India that has resulted in a huge increase in call center jobs in this subcontinent.

Cities such a Bangalore, Chennai, Calcutta, Pune and Mumbai are really casing in on the call center market boom and more and more Indian companies have started investing in the industry.

Call Center Project - Grants Packages sales process

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Projects Details:

Type : Project

Id : 11143225

Category : Call Center

Title : Grants Packages sales process

Estimated Budget : 110 USD Per sale

Total Requirement : 50-100 Seats

Description :

We are USA based looking for service provider for Grant packs sells process. We need centers with 50-100 Seats to Call USA in normal business hours to sell grants packages. We will provide complete online training and leads. Payout is 110 USD and will be paid by wire transfer within 2 week. Interested service providers are requested to contact us as soon as possible.

Country : United States

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Call Center Tender - Public Opinion and Client Satisfaction Survey Processes

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Projects Details:

Type : Tender

Id : 17691106

Category : Call Center

Title : Public Opinion and Client Satisfaction Survey Processes

Estimated Budget : Request for Proposal

Total Requirement : Contract for 2 Years

Description :

We are Canada based organization. We require public opinion and client satisfaction surveys to be conducted annually. The scope of requirements includes conducting telephone and, potentially, World Wide Web (Web) based surveys, compiling the data, analysing and reporting the results, and providing related advice to us as required. The primary objective is to enter into a two-year contract with a qualified, knowledgeable and experienced provider to efficiently and effectively provide the Services specified below. Last year, approximately 4,000 people were surveyed; the survey instrument was approximately 40 questions in length; however, we are increasing the survey length to approximately 60 questions for the 2009 survey. Each survey should take approximately 10 to 20 minutes to complete.

Scope of services :

1. Review current telephone survey questionnaires and provide professional expertise and resources required to adapt each questionnaire.
2. Design and development of a Web based survey.
3. Conduct and administration of 4 surveys per year.
4. Conduct telephone and web based surveys.
5. Compile, clean, validate and summarize data.
6. Provide draft and final written analysis reports.
   

Payment terms are set in the tender document and will be on monthly basis. Interested providers are requested to send their proposal with all the necessary details on or before November 21, 2008 via post or courier only. This tender is global and offsite. It is expected that onsite collaboration will be required to develop the web based questionnaire. Providers are requested to refer the tender document carefully before applying. For more details have a look on attachment.

Country : Canada

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Call centre workers more likely to fall sick

A British study has shown that workers associated with customer services, such as call centre operators, are more likely to be off sick than those with different jobs.

According to statistics from the Office of National Statistics, customer service workers are twice as likely to call in sick as the average employee.

The survey revealed that 4.8 per cent of the customer service workers had taken at least a day off in the previous week, compared with the national average of 2.5 per cent.

It certainly might explain those long waits, listening to the hold music, receiver pressed to your ear.

Karen Darby, a call center veteran who founded the price comparison service Simply Switch, said that she was not surprised by the figures.

She said that the findings had little to do with call centre workers being more sickly than average.

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Call Center Project - Virtual Assistant Requirement

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Projects Details:

Type : Project

Id : 13128166

Category : Call Center

Title : Virtual Assistant Requirement

Estimated Budget : Need quotations

Total Requirement : Ongoing

Description :

We are USA based looking for Freelance Virtual Assistants. We need someone who can take calls, make travel plans, order materials, arrange billing, and follow up with customers or clients, track deliveries, or anything else. We like to get quotes on per hour basis. Interested service providers are requested to contact us as soon as possible.

Country : United States

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Call Center Tender - Call Handling Service (Out of Hours) Inbound

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Projects Details:

Type : Tender

Id : 17819540

Category : Call Center

Title : Call Handling Service (Out of Hours) Inbound

Estimated Budget : 180000GBP

Total Requirement : Contract for 3 Years

Description :

We are UK based housing association. We are looking for qualified and experience firm for our requirement of Out of Hours Call Response Services. The contract will be for 3 Years. Our estimated budget for this service is 180000GBP for whole term.

Scope of services:

1. To handle all calls relating to a Social Housing function.
2. Working hours is from 18:00 to 8:00.
3. The contract will start from 1/4/2009 to 31/3/2012.
   

Call volume and other requirements will be negotiated later. Tender to be priced in Sterling and payment to be made in Sterling only. Interested providers must send an e-mail expressing their interest in this tender to get the PQQ document by 27th November, 2008. Interested providers are requested to send PQQ document will all the necessary details on or before 12th December, 2008 via e-mail only. Providers must be capable of meeting the requirements of the specification in the PQQ, timescale and response times. Tender is global and offsite. For more details have a look on attachment.

Country : United Kingdom

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Call centre executive takes revenge on British customer

LONDON: A customer of a British bank has claimed that a worker of the bank's call centre in India meddled with his account and changed his identity to that of a Ugandan divorcee 10 years his senior. Reason: The customer gave the call centre executive a low performance rating.

George Bates of Bristol told the Daily Mail that he had called the call centre to clarify a doubt and that the man at the other end was "unhelpful".

In the end, Bates decided to answer an automated response survey. He said the worker wanted him to give the maximum marks for the question on customer satisfaction. Instead Bates gave the least possible marks for that question.

He said the operator had a strong Asian accent and had been "really unhelpful, rude, arrogant and very pushy and then he had the cheek to pester me to give him a good rating".

The next day, Bates said could not access his account while an ATM machine swallowed his debit card. When he went to Abbey Bank's branch, he was shocked to know his identity had been changed to that of a Ugandan divorce 10 years his senior.

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