American Airlines call center comes to India

New Delhi: American Airlines, a founding member of the Oneworld Alliance, has announced the shifting of its Asia-Pacific call center operations to india , from Australia.

The airline has appointed Bird Information Systems (BIS), a technology provider of automated aviation and travel-related software solutions, to provide call centre services for travel-related queries of its customers not only in India, but the entire Asia-Pacific region.

This agreement follows an earlier City Ticket Office (CTO) agreement, which American Airlines had signed with the Bird Group last year. American Airlines currently operates a daily Delhi-Chicago non-stop service with connections to more than 125 cities in the United States from Chicago.

As part of the long-term agreement signed between the two companies, Bird will provide American Airlines call centre services round the clock to handle all customer requests relating to travel bookings, reservation, fares, ticketing (including e-tickets) and other general information related to the airline. While the outsourced City Ticket Office operations run in four major cities namely Delhi, Mumbai, Chennai and Bangalore, the outsourced call center operations from its office in Connaught Place, Delhi.

“At American Airlines, our entire focus is on providing a seamless and unique flying experience to our customers. India is a strategic market for us and we are pleased with the excellent response received for our Delhi-Chicago nonstop service. Carrying forward our relationship with India, we are pleased to announce our Asia-Pacific call center operations being shifted to India, in partnership with the Bird Group. Bird is a leader in travel technology and services industry and this partnership will ensure that qualified and experienced people in the airline industry will serve our customers’ needs,” said American Airlines regional manager Nisha Maharaj.

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Call Center Tender -UK - Survey Services - Budget 63000 GBP

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Tender Details:

Type : Tender

Id : 14482106

Category : Call Center

Title : UK - Survey Services - Budget 63000 GBP

Estimated Budget : 63000 GBP

Description :

We are UK based organization require qualified and experienced service provider for provision of consultancy services to (i) Undertake surveys (primarily resident’s and employee surveys); (ii) Manage the Citizens’ Panel and associated programme. This contract is for an initial period of 4 years with the option of a one year extension. Our total estimated budget is 63000 GBP per annum.

Scope of service:

1) Survey methodologies to be used can be focus groups or through focused telephone surveys.
2) Residents’ survey will help the Council to understand how the public perceives it and whether performance meets expectations. The Employee survey will allow the Council to understand how employees perceive us both as employer and provider of services and determine why some employees are more satisfied than others.
3) In relation to the Residents’ surveys and the Employee surveys the successful Bidder shall provide:
• A full report following each survey. This must be made available in an electronic format as required by the Council.
• All data gathered in relation to the surveys and other work, which shall be sent electronically in a format compatible with the analysis software used by the Council;
• All data recorded in a way that can be subsequently re-analyzed by the Council.
4) Contract is expected to commence on 1st April 2010.
5) Our estimated budget is 63000 GBP per annum.

This is Onshore and Offsite tender. Interested service providers are requested to submit their proposals no later than 7th December, 2009 up to 10:30 Hrs by email, courier, post or hand delivery.

Country : United Kingdom

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Call Center Project - Outbound Pharmacy Sales Campaign

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Tender Details:

Type : Project

Id : 38999295

Category : Call Center

Title : Outbound Pharmacy Sales Campaign

Estimated Budget : Approximate 100 USD per Sale

Description :

We are India based Company looking for call center with minimum 5 seats to dial for our outbound Pharmacy Sales Campaign. Call center need to dial in USA and need to sale Pharmacy products. Call center needs to manage their own calling data. Our approximate payout is 100 USD or 30% commission per Sale and will be paid on weekly basis via PayPal. Interested call centers are requested to contact us as soon as possible with their profile.

Country : India

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Africa a call center alternative to India?

WASHINGTON: Some US lawmakers and think tanks believe that Africa can be a much cheaper alternative to call centers in India.

The issue came up briefly for discussion during a Congressional hearing on US-Africa Trade relations.

"Is there any possibility of having call centers in Africa, in your opinion?" asked Congressman Donald Payne, at the joint hearing convened by Subcommittee on Africa and Global Health of the House Foreign Affairs Committee and the Subcommittee on Commerce, Trade and Consumer Protection of the House Committee on Energy and Commerce.

"I don't know whether that has been explored," said Karen Tandy, senior vice president, public affairs and communications, Motorola.

"However, it makes sense that it is certainly possible in Africa," she said.

"There are a tremendous number of entrepreneurs springing up throughout the continent that we are also investing and giving grant money to and technology, so there is no reason why a call center couldn't be part of the future in Africa," Tandy said.

"I would echo that," observed Greg Lebedev, adviser to the president US Chamber of Commerce and Chairman, Center for International Private Enterprise. Africa has a wonder resource of English language speakers, he added.

"Certainly, there is some market maturation in India right now and one could argue there might be cost-competitive advantages in Africa. So I think that, to your point and to Tandy's point, that's a sensible area in which to look," Lebedev said.

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Call Center Project - Credit Repair Campaign

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Tender Details:

Type : Project

Id : 94525553

Category : Call Center

Title : Credit Repair Campaign

Estimated Budget : Upto 70 USD

Description :

We are USA based company looking for qualified centers for our Credit repair requirement. We want the center to dial in US normal business hours and convince US residents with bad credit for credit repair. Our estimated budget is upto 70 USD per verified lead and will be paid on weekly basis via PayPal. Interested providers are requested to contact us as soon as possible with their profiles.

Country : United States

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Call Center Tender - Call Center and Web based Travelling Planning Application

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Tender Details:

Type : Tender

Id : 17923576

Category : Call Center

Title : Call Center and Web based Travelling Planning Application

Estimated Budget : Looking for Best Proposals

Description :

We are UK based organization looking for qualified and experienced service provider for our requirement of Call Center and Web based Travelling Planner Application. Contract will be for 2 years.
Scope of Service:
[A] Service provider needs to Develop, Deliver and Implement a new integrated Traveling Application with fresh design and added functionality for deployment across on our website and Call Center.
[B] Travelling Application must be capable of planning multi-modal and multi-legged journeys.
[C] Travelling Application must be capable of utilizing scheduling, RTPI, mapping and address datasets and incorporating these seamlessly into planning process.
[D] Travelling Application adhere to data transfer industry standards such as ATCOcif & TransXchange, etc to accept data feeds and also provide facility to populate from paper based schedules where necessary.
[E] Travelling Application must be readily deployed across emerging platforms such as mobile devices, etc.
We are looking for the best proposals and Payment terms are negotiable. Interested service providers are requested to contact us on or before October 29, 2009 via our secured website submission only. This Tender is Global and Offsite. Provider may have to visit our location for meetings and briefings.

Country : United Kingdom

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Tata Communications to manage MTS call centres

NEW DELHI: Tata Communications on Tuesday said it has bagged a contract from telecom operator Sistema Shyam TeleServices for deploying call center services.

Sistema Shyam TeleServices, a joint venture of Russia's Sistema Group and Shyam Group, is undertaking an aggressive roll-out of its telecom services under the brand 'MTS' across the country.

As part of the agreement, Tata Communications would deploy its on-demand hosted contact center (InstaCC) services for all SSTL circles across the country on a pay-per-use model for MTS, Tata Communications said in a statement.

MTS would pay on actual usage basis, giving it freedom to ramp up or ramp down based on the business environment.

"MTS is on a fast trajectory of growth, and our contact center operations will grow at a rapid pace, inline with our expansion across 22 circles in India. We look forward to a service that is obsolescence proof, scalable and reliable in uptime," SSTL Chief Information Officer Rajeev Batra said.

Tata Communications has deployed all the critical hardware and software like dialer, recording, integration with third party business applications and CRM software, it said.

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Call Center Project - UK Debt Consolidation

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Tender Details:

Type : Project

Id : 54184096

Category : Call Center

Title : UK Debt Consolidation

Estimated Budget : Upto 25 USD per Sale

Description :

We are India based company looking for qualified centers for UK Debt Consolidation: Appointment setting campaign. We want the center to dial in UK normal business hours and convince UK residents who have outstanding debts. The selected center needs to set an appointment. Our estimated budget is upto 25 USD per verified appointment, and will be paid via PayPal on weekly basis. Interested centers are requested to contact us as soon as possible with their profiles.

Country : India

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Call Center Tender - Strategic Planning to Implement Call Center

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Tender Details:

Type : Tender

Id : 15484410

Category : Call Center

Title : Strategic Planning to Implement Call Center

Estimated Budget : Looking for the proposals

Description :

We are USA based Travel Company looking for qualified and experienced service provider (From USA Only) to help us in Implementing our own Call Center for our Travel Services we are currently providing. Turn around time will be 10 months.
Scope of Service
[A] Service provider needs to develop and provide an executive summary which is defined as a brienf summary of the business obejectives, approach, expected costs and service benefits, and risks of the proposed call center project. The Executive Summary shall provide the reader with an overview of the recommendations and analysis and will clearly illustrate the entire picture prior to reading the details.
[B] Service provide needs to provide following:
(1) Full assessment of current call center structure throughout the region.
(2) Summary of services and transportation programs accessed through our organization.
(3) Project goals
(4) Trends of the travel industry (our industry) with regard to call center including recommendations fo model call centers for site visits by our staff and outline of pros and cons of each call center.
(5) Summary of the assessment of state of the art technologies to consider a change in the call center structure including issues that could be resovled and benefits to making a change.
[C] Service provider needs to develop and provide a Project Management Organization (including external resources) overview describing the project management approach, including, but not limited to the following:
(1) Roles and responsibilities
(2) Decision-making process
(3) Management qualifications
(4) Project team organization
(5) Quality assurance strategies
[D] Service provider needs to develop and provide a Proposed Call Center Service Design including, but not limited to the following:
(1) Description
(2) Advantages and Disadvantages
(3) Space Requirements
(4) Basic Layout
(5) Equipment Needs and Costs
(6) Computer Software Requirements
(7) Potential Call Center Site(s)
(8) Comparison of Current and Proposed Call Center Service Design
[E] Service provide will develop and provide a Project Schedule and Work Plan defined as an estimated timeframe, by project phase, for the proposed time investment through implementation. Major tasks and resources required for each project phase and shall be identified, including both external and internal staff resources.
[F] Service provider needs to provide Cost Benefi Analysis (CBA) and Service Benefit An[alysis (SBA).
[G] Service provider needs to provide rationale for the cost estimates and reference document containing the detailed estimates and work breakdown structures. As appropriate, reference the costs incurred by similar investment in other states.
[H] Service provider needs to develop and provide a Final Recommendation based on the research conducted. The recommendation needs to include the rationale for the recommendation and financial evidence that support the recommendation.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before November 4, 2009 via post, courier or hand delivery only. This tender is Onshore and Offsite. Provider may have to visit our location for meetings and briefings.

Country : United States

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AT&T Ohio to Add Jobs to Boardman Call Center

Governor Strickland joined the head of AT&T in Ohio to announce the company's call center in Boardman would be adding another 150-employees to the 200-plus already working there helping wireless customers in ten states. The Governor told a room full of workers and others he considers the Valley's economy to be one of Ohio's hardest hit. Strickland says, "We have been knocked down, but we aren't staying down."

When Dobson-Cellular One owned this center years ago, as many as 500-people worked there. But when that company was taken over by AT&T, employees started fearing the worst. Chief union steward Alan Rogue says, "Everybody was thinking, this is it, this is the end," but he says the expansion means "a brand new beginning for us."

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Call Center Project - Domestic Sales Requirement

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Tender Details:

Type : Project

Id : 52513342

Category : Call Center

Title : Domestic Sales Requirement

Estimated Budget : Looking for Best Proposals

Description :

We are India based company looking for qualified experts for our Call center sales requirement. We are looking for centers from India only to dial in Indian business hours and call residents of Bangalore and convince them to buy movie rental membership plans. We have different types of plan and we will be paying per agent. We are looking for best proposals. Interested centers are requested to contact us as soon as possible with their profiles.

Country : India

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Call Center Tender -Inbound Call Center Requirement India

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Tender Details:

Type : Tender

Id : 18355066

Category : Call Center

Title : Inbound Call Center Requirement India

Estimated Budget : Looking for the proposals

Description :

We are India based organization looking for qualified and experienced service providers (From India Only) for our requirement of Inbound Call Center. Contract will be for 3 years and extendable for 2 more years depends upon performance.
Scope of Service:
[ A ] We are looking for call centers from the south zone of India (Karnataka, Kerala, Andhra Pradesh, Tamil Nadu and Chennai) to provide inbound call center service for our customers.
[ B ] We are looking for more than 1 service provider and we may select upto 5 call centers to provide service in above 5 states.
[ C ] Supported languages will be as below
1) Karnataka – Kannada, English and Hindi
2) Kerala – Malayalam, English and Hindi
3) Andhra Pradesh – Telugu, English and Hindi
4) Tamil Nadu – Tamil, English and Hindi
5) Chennai - Tamil, English and Hindi
[ D ] Service provider needs to provide 24 X 7 X 365 service.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit EOI on or before 12:00 hours by November 11, 2009. This tender is Onshore and Offsite. Provider may have to visit our locations for meetings and briefings.

Country : India

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US outsourcing firm forms RP unit; call center to serve Canada

AMERICAN OUTSOURCING firm Fusion BPO Services, Inc. has set up a local unit to oversee a planned 250-seat call center that will provide outbound and inbound services to customers in Canada.

The new firm, Fusion BPO Services Phils., Inc. has P10 million in authorized capital, P8.99 million of which were paid for by its American parent. Incorporators include Pankaj Dhanuka, Rajani Saraogi, Ritesh Charaborty and Gaurav Vimal, who hold one share each.

The Securities and Exchange Commission approved the firm’s incorporation on Tuesday.

In a telephone interview yesterday, Mr. Vimal, senior manager of Fusion BPO Philippines, said the company is still looking for a location for its office, but would most likely put up operations in Ortigas, Pasig.

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Call Center Project - Personal Assistant required

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Tender Details:

Type : Project

Id : 13280324

Category : Call Center

Title : Personal Assistant required

Estimated Budget : Upto 14.95

Total Requirement : Ongoing

Description :

We are a UK based company looking for qualified experts for our personal assistant requirement. The selected expert needs to do carry out the following functions. Running personal errands, supervisions and monitoring, scheduling programmes’, flights and keeping us up to date with them, Making regular contacts and drop-offs on my behalf. Our estimated budget is upto 300 Euro per week and will be paid via Credit Card or Bank transfer. Interested service providers are requested to contact us as soon as possible with their profiles.

Country : United Kingdom

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Call Center Tender - Inbound Call Center & Customer Support Service

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Tender Details:

Type : Tender

Id : 12358451

Category : Call Center

Title : Inbound Call Center & Customer Support Service

Estimated Budget : 30000000 to 70000000 GBP

Description :

We are UK based organization looking for qualified and experienced service provider for our requirement of Inbound Call Center and Customer Support Service. Service provider will receive telephone calls and e-mails and service provider needs to handle. Contract will be for 5 years and extendable for 2 more years. Our approximate budget is between 30000000 to 70000000 GBP.
Scope of Service:
A) In 2008-2009, we have received approximately 1700000 contacts via telephone and emails.
B) Service provider will receive inquiries and they need to handle those accordingly as per FAQs, that will be provided by us.
C) Service provider may needs to provide 24 X 7 X 365 services.
D) All the agents must be well trained. We will provide all the training modules.
E) Information captured from the callers must be stored securely. We need 100% data security.
Payment terms are negotiable. Interested service providers are requested to contact us on or before October 23, 2009 to participate in this Tender and PQQ will be issued accordingly. This tender is Global and Offsite. Provider may have to visit our locations for meetings and briefings.

Country : United Kingdom

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Call Center Outsourcing: Evaluating a Providers Customer Support Processes

With a number of companies turning to contact center outsourcing today to cut costs and increase customer satisfaction, there are important criteria decision makers should consider that can make or break success.

Because there are some many providers offering call center outsourcing services they claim are “the best” it can be difficult to narrow down the service that truly meet a company’s needs.

A recent Forrester (News - Alert) report by analyst Elizabeth Herrell, with Simon Yates and Lauren E. Nelson, “Twelve Criteria for Contact Center Outsourcers,” reveals 12 key requirements and considerations to help guide decision makers.

Aside from considering costs, the organizational structure of a provider and identifying the technology in use, it is also essential to examine the outsourcer’s customer support offerings and their internal processes.

A closer look at these elements will help decide if the provider can effectively manage its operations and deliver quality service for customers with every interaction.

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