Friday, November 27, 2009

A Better Answer Recognized for Call Center Excellence

The 2009 Award of Excellence from the Association of TeleServices International has been awarded to A Better Answer Call Centers in Plano, Texas. This is the eleventh year in a row that a Better Answer has been honored with this achievement. The company’s regional office in Houston has also been given the same award for the sixth consecutive year.

ATSI (Association of TeleServices International) is the industry trade association for companies that provide call center and telecommunication services. This association selects award winners after six months of intensive testing, which includes an impartial panel of judges who score call centers based on their response time, courtesy, accuracy and overall quality of services.

"We're obviously thrilled to win this award," says Dee Hawkins of A Better Answer, in a statement. "And the fact that all three of our regional centers were recognized is really wonderful. It means a lot for us to receive this award from an organization as prestigious and as widely recognized at ATSI, so we will certainly treasure this and make it a goal to win it again next year."

Extensive internal and organizational improvements have been made by A Better Answer as the company aims to expand its operation to meet increasing demand for its services. As more and more businesses are seeking to cut costs by outsourcing their call centers, A Better Answer has proven to be an attractive option.

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Sunday, November 15, 2009

Customer Support - Telephonic Technical Support

Customer Support is another form of technical support, in which product-related query is satisfied through telephonic technical support. Specific problems, related to product or service are looked upon by customer support cell.

Customer support is limited to telephonic problem solving activity. It does not provide support regarding training, customization, and other support services.

Almost all Companies have a customer support cell which is managed by an efficient BPO Company India. These Companies are allocated the job of solving customer problems related to their product or services. These problems are solved through telephones, Emails or a servicing website. Almost all organization have internal technical support unit that solves computer-related queries through a set of probable problems and their solutions.

Most Companies want minimal investment in activities related to technical support. This is because it is an essential but extra activity and thus extra investment on the part of Companies. This is the reason that many off-shore Companies are allocating this job to customer support units India. They are well-equipped with technology and efficient staff to maintain productivity and quality of work.

Thursday, November 5, 2009

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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