HOLLAND, Mich. (NEWSCHANNEL 3) – On Thursday, Holland welcomed a call center by a company called NOVO 1.
That company hopes to hire 300 people over the next two years.
Experts recently said that the U.S. would do away with low-cost call center jobs, since it's cheaper to contract that work to overseas companies. However, that's not the case here.
The new set-up in Holland is one that many Americans would expect to see in countries like India and China or in eastern Europe, but instead Holland is home to one of the newest call centers built in America.
It's a story that many in Michigan can relate to, out of work for over two years, Mark Shaffner of Zeeland lost his job and was relying on his wife's income.
“Never suspected anything like this would come about, especially for myself,” said Shaffner.
Now Shaffner is working as a team leader at NOVO 1's call center, a new life and a new job at Holland's newest business.
“Everybody's been depleted from unemployment, just a tough time for everybody,” said Shaffner. “Wonderful to see a company like this come in.”
Shaffner may owe his job to the minor trend of 'onshoring,' or bringing some jobs back to America. Companies like Ford, Caterpillar and GE have brought some manufacturing jobs back and NOVO 1 is doing the same for call service.
“What's left are the complicated calls, and it's not working over there,” said president and CEO of NOVO 1 Mary Murcott. “and the cost, it's cheaper to do it in America rather than overseas.”
Murcott says for years companies sent call center jobs overseas, figuring their costs by the number of calls they took as well as the cost per minute. That resulted in a culture where the goal was to get people off the phone as soon as possible, not to fix the problem.
NOVO 1 has abandoned that approach and will apply a new philosophy at the call center in Holland.
“If people call over and it takes three or four calls to get your problem solved, then the right metric is not cost per call, but cost per resolution,” said Murcott.
In the end, it's all about jobs. The goal at the facility in Holland is to provide service 24 hours a day, seven days a week, putting more people like Shaffner to work.
“Very big load off my wife's shoulders,” said Shaffner, “her not having to support us, me just being able to bring a paycheck in is a wonderful blessing.”
The NOVO 1 call center currently has one client but is getting interest from others, which means more people from the Holland area could soon be working at the enormous facility that has the potential to employ hundreds.
You can find more information about NOVO 1 at their website www.novo1.com.
Source: http://www.wwmt.com
Friday, September 3, 2010
Holland call center hopes to employ hundreds
Saturday, July 3, 2010
Launch Your Business Nationwide With A Call Center
(OfficialWire)
NEW YORK, NY
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Is your business growing faster than you are? Are you understaffed but can't afford to hire additional help? Are your phones ringing off the hook? Let us take the pressure off and answer your phones for you from our nationwide call center. Just think, while you are out with your clients your phones are answered by our nationwide call center and messages are going straight to your phone. Your clients will be impressed. You will never miss a call. Give US Call Center a ring. As your nationwide call center, we look forward to answering your phone.
Source: http://www.officialwire.com
Saturday, December 26, 2009
Call center Transcom Asia denies Bacolod layoffs
“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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Friday, October 9, 2009
Call Center Tender - Strategic Planning to Implement Call Center
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 15484410
Category : Call Center
Title : Strategic Planning to Implement Call Center
Estimated Budget : Looking for the proposals
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.
Thursday, October 8, 2009
Call Center Tender -Inbound Call Center Requirement India
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 18355066
Category : Call Center
Title : Inbound Call Center Requirement India
Estimated Budget : Looking for the proposals
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.
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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Saturday, October 3, 2009
Call Center Tender - Inbound Call Center & Customer Support Service
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 12358451
Category : Call Center
Title : Inbound Call Center & Customer Support Service
Estimated Budget : 30000000 to 70000000 GBP
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.
Saturday, September 26, 2009
Call Center Tender - Simple Telephone Survey
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 29935969
Category : Call Center
Title : Simple Telephone Survey
Estimated Budget : Looking For Best Proposals
We are an Ireland based organization, inviting tenders from qualified and experienced service provider to perform Survey. We work to protect consumer interests and provide comprehensive awareness and education services to help them make good purchasing decisions etc. We need services to perform a nationwide survey to gather information on household expenditure of various households across Ireland. The survey can be performed by any medium i.e. via Telephone, Face-to-Face, online or a specific combination of these.
Scope of Services:
1) Service Provider will be required to provide a set of data by conducting a nationwide survey of Ireland.
2) Methodology: The survey can be conducted via telephone or by any other means. Service Provider is free to specify the type of technique to be used, such as telephone surveys, face-to-face, online or a specific combination of these.
3) The information to be gathered will concentrate on six to eight main areas of household expenditure. Besides that, the survey will collect demographic information about the household and its disposable income.
4) Data on household type should be collected, including numbers of adults and dependents. Respondents would also be asked how many adults are working, unemployed or retired.
5) Sample size: Service Provider should specify the sample size to be used. The initial survey must have a minimum sample of adults (aged 18+) from 1,000 different households. This must be a representative national sample of households, with the sampling process adhering to best practice.
6) Format of deliverables: Data outputs will be deliverable as either Excel spreadsheets or .csv text files.
7) Intellectual property: We will retain the copyright of and the right to use and re-use the survey data collected in this project.
8) Quality assurance: We expect a full Quality Assurance to be completed before handover of the survey data.
9) Project management: We requires the highest standards of project management to ensure on-time and on-budget delivery.
We are looking for Best Proposals. Interested Service Providers are requested to send their responses to this tender electronically and by post or courier as well, on or before October 5, 2009 by 17:00 Hrs. This Tender is Global and Offsite. Provider and its key personnel may have to visit our location for meetings, briefings and other important purposes.
Status: Closed
Friday, September 25, 2009
Call Center Tender - Customer Survey
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 47485255
Category : Call Center
Title : Customer Survey
Estimated Budget : Looking For Best Proposals
Total Requirement : Contract of 5 Years
We are a USA based organization, soliciting proposals from qualified and experienced service provider to perform telephone and mail surveys among 3 of our customer groups. We are seeking assistance in obtaining feedback from our customers regarding the quality of services provided by us. We are looking to enter into a contract beginning November 2, 2009 and ending June 30, 2011.
Scope of Services:
1) Employer Surveys:
a) Conducted in November and May of each year with a report being issued after each survey (hard copy or PDF). Reports should include, but are not limited to; graphs, summary tables including mean and standard deviation, list of all comments, and a dissatisfied customer list.
b) We will mail the surveys to the employers.
c) Completed surveys will be sent directly to Service Provider. We expect Service Provider to provide the return envelopes with its (Service Provider’s) address and bill us for the cost.
2) Injured Worker Survey:
d) Conducted two times a year (November and May) with a report being issued after each survey (hard copy or PDF). Reports should include, but are not limited to; graphs, summary tables including mean and standard deviation, list of all comments, and a dissatisfied customer list.
e) We will supply Service Provider with a list of names and telephone numbers. Service Provider would then contact as many of those individuals as the Service Provider can by phone to conduct the survey.
f) Reports should provide satisfaction for each category as well as overall satisfaction (all categories).
3) Injured Worker Survey – Effectiveness of Rehabilitation programs:
g) Conducted quarterly with survey conducted one month after quarter end. A report to be issued after each survey (hard copy or PDF). Reports should include, but are not limited to; graphs, summary tables including mean and standard deviation, list of all comments, and a dissatisfied customer list.
h) We will supply Service Provider with a list of names and telephone numbers. Service Provider would then contact as many of those individuals as Service Provider can by phone to conduct the survey.
4) One month timeframe will be provided to conduct each of above survey.
5) Service Provider will bill us after each completed survey.
We are looking for Best Proposals. A list of questions asked about the specification, along with the answers can be found with the Tender Documents. Interested Service Providers are requested to send their proposals on or before October 2, 2009 by 14:00 Hrs (Local Time) on given address. This tender is Global and Offsite. Provider may have to visit our location for meeting and briefings purposes.
Status : Closed
Friday, September 18, 2009
Call Center Tender - Inbound Call Center for Transportation Services
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 20242981
Category : Call Center
Title : Inbound Call Center for Transportation Services
Estimated Budget : Looking for the proposals
Total Requirement : Contract of 5 Years
We are USA based transportation organization looking for qualified and experienced service provider for our Call Center Requirement. Service provider needs to receive calls from our customers during business hours regarding our transportation services and provide them booking and cancelation services. Contract will be for 5 years.
Scope of Service:
(A) Approximate volume of the calls will be 475000 calls per year.
(B) Service provider needs to receive calls and make booking for our customers for Transportation Services.
(C) Service provider needs to also provide cancelation services by receiving calls.
(D) Service provider needs to handle calls between 8 am to 5 pm local timings on 7 X 365 basis. These timings can be changes as per our policy.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to contact us on or before September 30, 2009 via post, currier or hand delivery only. This tender is Global and Offsite. Provider may have to visit our location for meeting and briefings purposes.
How to be a Good Customer Care Executive?
As customer service representatives are the key strength for any successful organization, and keep you connect with your potential customers. So customer care executives should have excellent verbal and interpersonal skills, including being receptive to other's views and opinions.
In the recent time, it can be difficult to provide excellent customer service for each of the calls, especially when they have to deal with angry customers who might had to wait on hold for an hour or more before they even reach you. Often, the customer care executives will only have to answer the phone to listen to an immediate escalation of a customer angry voice.
Its very tempting to put on the defensive, it's much better to let the customer continues to say what I mean. Angry customers who feel as if they were really being listened cooled off faster than customers who think that the customer care representative is not really concerned about their needs.
Customers who are angry are going to blame anyone for the problem they have, do not take it personally, instead, ensure them that their struggle has been ended now and issues will be resolved at the earliest. It is the responsibility of customer care representatives to make their customers happy and satisfied before hang up the phone.
It is important to realize that the customer believes s\he is talking to the particular company. they are unaware or not interested that they are talking with a very good lady named Gelsey or some one else who has her own family problems. All they know is that they have a problem and you caused it, that's why want to know what to do about it from your end. And this is you responsibilities to resolve all their issues till hang up the phone..
All customers don't h same type of attitude, many customers are very nice and just have a question about your service.
The key, however to provide best customer service, in spite of the situation is completely focused on the customer who is talking. Customer Service Representative is the key person who represent the image of any organization, and help the company to make a faith in the eyes of your business assets i.e Customers. If a customer has angered hard before, you should be able to let go of the anger before speaking to the next customer or notice through the call.
About Vcare Call Centers India
Vcare Call Centers India is a rapidly growing call center offering customer contact management solutions and call center services. Our management team has over 25 years of combined call centers experience and providing call center outsourcing, helpdesk/technical support services, back office services and etc. Our voice quality is unparalleled because of our Enterprise Class CISCO IP based network. Vcare Call Centers India invests heavily in Process Training and Quality Excellence.
Source: http://www.callcentersindia.com/
Thursday, September 17, 2009
Call Center Tender -USA Inbound Call Center Service for University
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 92834353
Category : Call Center
Title : USA Inbound Call Center Service for University
Estimated Budget : Looking for the proposals
Total Requirement : Contract of 2 Years
We are USA based well-known University looking for qualified and experienced service provider (From USA Only) for our requirement of Inbound Call Center Service. Contract will be for 2 years and extendable for 1 year depends upon performance.
Scope of Service:
A. ) Call Center must be located within 48 continental of United States. All calls must be answered within the 48 continental United States.
B. ) Service provider should be able to handle high call volume like 100000 to 1000000 calls with 10 consecutive days of notice from the University.
C. ) Service provider needs to provide 24 X 7 Service including holidays. If the University decides that a 24/7 schedule is not required then Interactive Voice Response (IVR) for non-coverage hours will be required.
D. ) Service provider must have more than one call center and back-up generators in all locations in the event of an electrical outage.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to submit proposals on or before October 2, 2009 via post, courier or hand delivery only. Last date for Question Answer is September 21, 20009. This tender is Onshore and Offsite. Provider may have to visit our locations for meetings and briefings purposes.
Status : Closed
Oracle Partner Promero Upgrades Call Center Software
Oracle partner Promero has announced that is has completed an upgrade of its premier call center software as a service platform to Oracle's (News - Alert) Contact Center Anywhere v811.
"We've used the Oracle call center software for years," said Gregg Troyanowski, president of Promero, adding that their customers "truly like" the new features and GUI.
Promero also offers a premise-based product as well as the SaaS (News - Alert) version of Contact Center Anywhere.
Contact Center Anywhere v8 features include Multi-Channel ACD Built-In Softswitch, and TDM Switching provides "skills-based routing and a universal queue for phone calls, e-mails, faxes and callbacks to route customers in virtual queue," company officials say.
According to company officials, Contact Center Anywhere "replaces or co-exists with" PBX (News - Alert) Inbound/outbound cross-media blending, integrated outbound predictive and preview dialing IVR, and also provides built-in voice recording, supervision and agent-coaching capabilities, voicemail, fax and unified messaging.
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Saturday, September 12, 2009
Call-Center Jobs That Pay $100K a Year
Generous wages and benefits help heartland call center iQor compete with overseas outsourcers
In a column a few weeks ago, I wrote about "smallsourcing" and how U.S. workers are competing for jobs that small companies haven't chosen to outsource. Some of these jobs are in the very areas where the doomsayers said the U.S. had no chance of competing, such as information technology, Web development, and graphic design.
That U.S. workers have been competitive in these fields underscores my belief that the nation's workforce can be more competitive in other fields than is broadly understood.
Yes, outsourcing will continue and globalization will change the world's economic landscape. But the U.S. is hardly helpless. With smart processes and the proper incentives, U.S. companies can keep jobs here in America, and do so in a way that is actually better for the company and its employees.
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Thursday, September 10, 2009
Call Center Tender - National Survey Services
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 49399687
Category : Call Center
Title : National Survey Services
Estimated Budget : Looking for the proposals
Scope of service:
A) Communications Effective Survey: To be conducted Quarterly.
1) Telephone questionnaire which is 10 minutes long.
2) Questions focused on fire safety awareness through media advertising.
3) Survey to include around 700 people of all ages.
4) Outcome to be delivered in pdf file or MS Word.
B) Fire Knowledge Survey: To be conducted Annually.
1) Telephone questionnaire which is 15-20 minutes long
2) Survey to cover 400 people for 8 regions across the country.
3) Survey results to be provided by printed and electronic version.
This is an Onshore and Offsite tender. Any questions about the contents of the RFT must be directed before 29th September, 2009. We are looking for best proposals. Interested service providers are requested to submit proposals no later than 6th October, 2009 up to 12:00 Hrs via post, currier or hand delivery only.
Status : Closed
300 jobs at call center
The TeleTech Holdings Inc. call center in Niagara Falls is seeking up to 300 temporary workers to assist customers seeking information about a specific plan offered under Medicare Part D—the prescription drug coverage portion of Medicare.
A job fair for those interested in applying is set for today and Thursday at 333 First St. in Niagara Falls. Interested candidates are encouraged to first apply for the positions online at www.hirepoint.com , before attending the job fair that will be open from 9 a. m. to 6 p. m. both days. TeleTech’s contract with a particular Medicare PartDprovider, which company spokesman declined to identify, is expected to keep the corps of workers busy through next February.
Wages for the positions will start at $10 for a four-week training process, which will begin Oct. 10, and $10.75 per hour thereafter. Shifts with different start times and different lengths will be available seven days a week. Applicants should have a high school diploma, strong computer skills and customer service experience.
TeleTech employs about 48,000 people in 77 centers in 17 countries. More information is available at www.teletech.com —George Pyle
Source: http://www.buffalonews.com/
Friday, September 4, 2009
Call Center Tender -Simple Telephonic Survey Campaign
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 52402292
Category : Call Center
Title : Simple Telephonic Survey Campaign
Estimated Budget : Looking for the proposals
Total Requirement : Contract of 3 Years
Scope of Service:
A) Service provider needs to conduct telephonic survey within UK during normal business hours. B) We will provide calling leads and training materials with questions to ask.
C) We would like to conduct market research via telephonic survey. Service providers needs to undertake telephone surveys of residents on a number of issues affecting their local area.
D) Each telephonic survey will be between 10 to 20 mins.
We are looking for the best proposals and payment terms are negotiable. Interested service providers are requested to contact on or before 19:00 Hrs on September 16, 2009 via our secured website submission. This tender is Global and Offsite. Provider may have to visit our location for meetings and briefings.
Status: Closed
Call Center Tender - Customer Support Services through Inbound/Outbound facilities
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 17492753
Category : Call Center
Title : Customer Support Services through Inbound/Outbound facilities
Estimated Budget : 29380000 INR
Total Requirement : Contract of 2 Year
Scope of Services:
1) Service Provider needs to provide customer support services through Inbound and Outbound facilities which could range from entertaining queries, complaints, up-selling of products and solutions via telephone, responding emails, SMS, voicemails, etc.
2) Volumes:
a) No. of Calls to be attended: Approx 15 (per hour)
b) Approximate no. of Customer Relation Agents (CRAs): 115
c) Team Leader/Supervisor: 8
d) Trainer: 1
e) Call Centre Manager: 1
The no. of Calls to be attended may fluctuate and no. of Customer Relation Agents may increase / decrease by 50%
3) Call Centre Services will be operative on 24 X 7 X 365 basis and there would be 4 shifts of 8-hours each.
4) Service Provider needs to manage and monitor all the Call Centre operations, training, transportation (pick & drop of CRAs), etc. to match required standards of services.
5) Service Provider needs to submit the daily attendance sheet and other required reports.
6) Service Provider’s agents will be required to interact with customers in English, Hindi and Marathi.
7) All the Services will be provided at our premises.
Payment terms are negotiable. Interested service providers are requested to contact us on or before September 18, 2009 by 11:00 Hrs via post, courier or hand delivered only. Cost of tender document is 2306 INR. EMD for this tender is 587760 INR. This tender is Onshore and Onsite. Please review the attachment for more details.
Status: Closed
Thursday, September 3, 2009
‘Work-From-Home’ Plan for Call Center Agents
MANILA, Philippines – Call center agents working the graveyard shift are no strangers to crime.
A police report last June revealed that authorities arrested two suspects who allegedly held up a call center agent and took her mobile phones while she was on her way to work at around 11 p.m.
While police were able to arrest the suspects, they were unable to retrieve the mobile phones of the victim.
Another report said that a call center agent was mauled while robbers carted her valuables in Bacolod.
Aware of the risks call center agents face when they leave their homes at odd hours, a software firm is pushing for them to simply work from home, giving them the much-needed safety that they need from theft and other crimes.
“Let’s face it: if I have a daughter who will work the graveyard shift who will have to commute alone…there’s too much risk. And I think their concern is valid. The thing is, there’s still this pool of agents that we do not know about who has the aptitude, the skills, the knowledge, to be contact center agents but we cannot tap them because of these concerns,” said Edgar Doctolero, Avaya’s Country Director.
Read More Article...
Friday, August 28, 2009
Call Center Tender - After Business Hours Inbound Call Center Service
ITMatchOnline.com is the easiest way to find right partners across the world.
Tender Details:
Type : Tender
Id : 20256191
Category : Call Center
Title : After Business Hours Inbound Call Center Service
Estimated Budget : Looking For Best Proposals
Total Requirement : Contract of 1 Year
Scope of Service
A) We are providing 24 X 7 X 365 days customer services. Service provider needs to handle calls which are received after business hours.
- Monday to Thursday – 4:30 pm to 7:00 am next day
- Friday 4:30 pm to Monday 7:00 am
- 9 USA federal holidays
B) Service provider will receive approximate 150-200 calls per month after business hours and those needs to be addressed immediately as per our FAQs, which will be provided by us.
C) We are currently in the business where customer will contact us to report the emergency situation so all calls should be address carefully.
Payment terms are negotiable. Interested service providers are requested to contact us on or before 14.30 Hrs on September 11, 2009 via post, currier or hand delivery only. This tender is Global and Offsite. Provider may have to visit our location for meetings and briefings purposes.
Status: Closed
