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Nov27
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We’ve heard of India being a superpower in outsourcing. The Philippines is known for being the preferred destination for customer care centers. China is on its way and has been working on getting more outsourced work into their country. As we all know, these are countries that U.S. companies have established their presence and each country has its own strength and expertise. So, where to next? We are seeing growth in other parts of the world, particularly in EMEA countries.  Egypt is a place where we expect French speaking customer service agents. South Africa can be the next destination for UK customers. Latin America is being favored for Spanish based accounts.
This is interesting because with the endless battle and issue of teaching local folks another language, companies are getting smarter. They are open to giving work to people who can talk in their native language. This alleviates the extra cost of accent or language training and focus on call resolution, ergo good customer experience.
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Nov26
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I found a very useful list of home based jobs and here are some of them specifically related to call centers.TPV VerifiersVoiceLog, a provider of a recording software for call centers offers Third Party Verification (TPV) as one of their...
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In any call center it is important that your agents have easy access to their schedules. Without them, you would likely have a staffing and absenteeism problem. We all know that we need them on the phones to provide excellent...
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Nov25
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Call center training Training and employee development is something that most companies tout as a top priority. After all, well-trained employees tend to be better at their job, which translates into happier workers and better-served customers. However, the definition of what...
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Nov24
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It seems like there is a trend for call centers to hold office in malls lately. Locally, I know about 5 outsourced contact centers that decided to rent space in a popular mall. There are some that would rather rent...
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Nov22
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Cyber City Inc., the pioneering call center firm at the Clark Special Economic Zone (CSEZ), has asked the government and the Business Processing Association of the Philippines (BPA/P) to stop pirating of workers. – Reynaldo G. Navales, Sun Star Pampanga,...
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It is a fact! Exit41, a leading provider of customer ordering solutions for the restaurant industry offers a "one of a kind solution" for fast food restaurants.Instead of expecting a staff member from the restaurant taking your orders, as soon...
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Nov18
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Let's laugh today, shall we? Enjoy! A Telemarketing TechniqueContributed by Daddy Mike TSR: Good day Sir!Furious Customer: Why are you calling me?! Stop calling me!This is where the customer keeps on babbling, perhaps stating the reasons why telemarketers should stop...
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Telemarketing calls. We’ve received it, we listened and they persisted and now you dread the phone ringing at dinner time. Thanks to the government, there is a Do No Call Registry available for us to submit our phone number, or...
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Nov16
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I looked at this piece of furniture that is being marketed as the next best thing for call center managers. It’s called the Traveler Mobile Desk from Interior Concepts. It’s pretty nifty but it took me some time to visualize...
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Nov13
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Q: How do I keep my voice in top shape so I avoid losing it while I’m on the job? A: This doesn’t happen to everyone who works as a call center agent, but it is prevalent with newbies. It’s...
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Nov12
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Recently, Know More Media launched a great program to all authors in the network. It’s called the Incredible award badge program. The Incredible award badge is given to those websites and blogs that go above and beyond the norm. These...
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World's biggest banks are transferring increasingly sophisticated work offshore to India This doesn’t surprise me. has been known for being good at business processes. The back end of any call center transaction is as critical as the front line. Anything...
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Nov11
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More questions and answers from our readers. I encourage more to submit their questions either through the comments section or email me directly. Thanks again for those questions. Keep them coming! Q: What are the expectations of an airline customer...
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There are several situations that a call center decides to outsource their training to another vendor, whether it is within their vicinity or not. Generally it’s because they lack the expertise or space to house the training. So, what and...
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Nov 8
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I wonder if companies would offer this kind of service with their current phone plans. I think I heard it’s being researched or should be something private investigators can take advantage of. Read on… From Kunal SinghalAs a Team Manager,...
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Let’s have a bit of a laugh shall we? I’ve read some funny stories on call center forums that I’d like to share with you. I will start quoting some of them here, hoping to get 1 or 2 per...
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Nov 7
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It is easy to get caught up with tons of pages to show snapshots of applications that are going to be used by the agent on the floor. I’ve seen manuals that are as thick as an encyclopedia and heavier...
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Nov 6
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Most would expect that a training room in any industry would look the same. Is it different in the call center setting? Yes, but this is of course dependent on the culture of the center itself and how the training...
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Nov 3
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I’ve compiled some of the questions that are related to call center agents in this post. Some are pretty generic and again, you might want to start asking more specific questions and I will answer them. You can also start...
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Nov 2
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Everyday at work and through emails I receive a lot of questions. Believe it or not, the questions are not as “frequent” as I’d expect it to be, which is why I’m not going to put up a FAQ category. ...
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Nov 1
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Faith emailed and asked some advice on how to pass the initial group of exams being conducted in call centers. This is her story (edited): “Hi! I am applying for a call center job but I still don’t have it. I’ve applied in several call centers and had my exam today but I didn’t make it."
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