Monday, December 28, 2009

Customer call centers among few job bright spots

Some of Idaho’s hard-to-find hiring activity can be found at customer service centers, often referred to broadly as “call” centers.

Some have come, gone or changed, but the need for the service that they provide does not disappear when the economy contracts.

Staffing services firm Manpower Inc. about two years ago conducted research that identified Boise as a hotbed for call centers, said Wendie Gregory, branch manager in Boise.

Factors included a comparatively low cost of living that suits many centers’ pay ranges and a talent pool that gained experience working in one of the city’s many established call centers. When one call center closes – Dell, for example, this year announced plans to close a center in Twin Falls – another often opens, she said.

“It seems like call centers are where the need is greater right now,” Gregory said. About 60 percent of Manpower’s job placements lately are in customer service call centers compared to a traditional mix of 60 percent industrial, 30 percent clerical and 10 percent call center positions, she said.

Many companies are going to business models in which customer service call centers play a larger role, she said. The companies may use them to replace walk-in service areas where customers paid bills and asked service-related questions, she said. Call center employees may place or field calls, take orders or execute technical tasks in a help-desk setting depending on the business that the company is in and how it sets up its service centers.

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Sunday, December 27, 2009

Call Center Tender - USA Inbound Telephone Answering Service

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Tender Details:

Type : Tender

Id : 61409138

Category : Call Center

Title : USA Inbound Telephone Answering Service

Estimated Budget : Looking for proposals

Description :

We are USA based organization looking for qualified and experienced service provider (From USA Only) for our requirement of Telephone Answering Service. Contract will be for 3 Years.

[A] Scope of Service:
(1) Service provider needs to manage US based Toll-Free telephone line for Telephone answering requirement.
(2) Service provider may needs to provide and maintain toll-free customer service telephone system 24X7. After business hours call should be answered advising hours of operation and allowing our clients to leave a message.
(3) Calls will be related to general inquiry related to our service and we will provide training materials for that.
[B] Work Performance: Performance of the work will be Offsite; Service provider can perform worn on their own premises.
[C] Eligibility: Onshore (USA Only), we are looking for service provider, who are either from USA or having their registered branch office or point of contact in USA.

We are looking for best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before January 19, 2010 via post, courier or hand delivery only. There will be non-mandatory conference on January 11, 2010. This tender is onshore and offsite. Provider may have to visit our location for meetings and briefings.

Country : United States

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Call Center Project - UK Telecom Sales Campaign

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Tender Details:

Type : Project

Id : 22019350

Category : Call Center

Title : UK Telecom Sales Campaign

Estimated Budget : Upto 30 GBP per Sale

Description :

We are India based company looking for call center with minimum 10 seats to dial for UK Telecom Sales Campaign. Call center needs to dial in UK during normal business hours and needs to sale Landline connection to UK residents. Calling data will be provided.

Our approximate payout is up to 30 GBP per lead and will be paid twice in a month via Bank transfer. Interested call centers are requested to contact us as soon as possible with their profile.

Country : India

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Saturday, December 26, 2009

Call center Transcom Asia denies Bacolod layoffs

Outsourcing firm Transcom Asia has denied there will be massive layoffs in its Bacolod operations following reports that close to 170 call center agents had been retrenched last week.

“Nobody has been [discharged]. We need to go through a process until we identify justification and until such time, I don’t want to speculate," Philippine country manager Siva Subramaniam said in an e-mail.

On Tuesday, a text message from a call center agent circulated, claiming that six were being terminated for failing to reach certain targets.

As of press time, however, none of the complainants have publicly come out despite earlier reports that two of them were planning to file a case against the outsourcing company.

Subramaniam said he could not reveal exactly how many people would exit by the end of the year, if ever it happens, adding “this is a private matter between Transcom and the employees."

“All I can say is that we have no massive layoffs and this whole affair has been blown out of proportion by the media," he added.

Transcom Asia, one of the four major call centers operating in the city, opened on Aug. 1 in a 1,000-seat facility at Lopue’s South Square.

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