CallCenterScript: Outsourcing Customer Service Archives

Outsourcing Customer Service Archives

Jul 5	Bringing our call centers home Michael Moser July 5, 2007 Know More: Agents, Call Center, Customer Service, Indian Call Centers, Offshore Call Centers, Outsourcing & Offshore, Outsourcing Customer Service Outsourcing Customer Service The jury is still out about the global outsourcing of call centers. On one hand, any intelligent person who speaks and reads English could be trained to work in an English-speaking callcenter. On the other hand, it hasn't always... Continue Reading Posted at 5:18 AM \| Permalink \| Comments
Dec12	Australians Sensitive to Outsourcing 'Jam' Mayer December 12, 2006 Though outsourcing call center services has been around for years, Australia just started to jump into the bandwagon. The news that I’ve been reading for the past few months have always shown Australian companies being apprehensive on contracting their centers... Continue Reading Posted at 3:13 PM \| Permalink \| Comments
Sep17	Another Perspective on Call Center Scripts 'Jam' Mayer September 17, 2006 I’ve discussed about the importance of interjecting the human element when interacting with customers on the phone. We went into depth, how it helps the agents and listened to the customer’s perspective as well. With this in mind, why do... Continue Reading Posted at 8:50 PM \| Permalink \| Comments
Sep14	Filipino Call Center Agents: It’s Ok to Say No 'Jam' Mayer September 14, 2006 I’ve heard it so many times. A customer gets what he wants the first time. He calls back and gets a different agent. This time he gets someone who follows the rules and processes. He’s not happy and the call... Continue Reading Posted at 6:44 PM \| Permalink \| Comments
	Filipino Call Center Agents: Why is it Hard to Say No? 'Jam' Mayer September 14, 2006 Cathi of Biz Cradle made a great point by saying, “The only thing about the reps who have a hard time saying no, is that they will say "yes" to almost anything. This raises customer expectations to a level that... Continue Reading Posted at 6:35 PM \| Permalink \| Comments
Mar 4	Negativity on Outsourced Phone Support 'Jam' Mayer March 4, 2006 Any company would do anything to save a buck or two and this is the reason why they’ve decided to offer their phone support overseas. But, is it really worth it? An article read, “Two-thirds of the companies that responded... Continue Reading Posted at 8:53 AM \| Permalink \| Comments
	Complaints: Is it Really the Accent? Outsourcing Customer Service

Outsourcing Customer Service Archives

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