call center outsourcing
If you have not heard of Sen. Charles Schumer (D-NY), better start reading up on him. He is proposing legislation to limit call center jobs that are outsourced overseas.
As the economy begins to show signs of recovery, the contact center industry is expected to fare better in 2010. While budget challenges will persist, economic recovery is expected to kick in which will drive the focus back to customer acquisition. Apart from efficiency, focus on effectiveness and driving customer satisfaction ratings will also resume focus.
Asia Risk Technology offers call center services to financial services customers in Japan, Singapore and Hong Kong. It needed a call center infrastructure that was flexible as well as powerful.
The global economic crisis is not all bad news to everyone. Asia's call center industry is reaping the rewards of calls for companies to cut cost and improve efficiencies. Peter Ho, director of consulting practice for Convergys Asia Pacific, discusses some of the areas where call center operators can reap the rewards of a down economy.
This article discusses some of the top trends in the contact center market in Asia Pacific in 2008, as well as predictions for 2009.
The sharp decline in outsourcing business from the US and Europe is shaking Asia's call center industry across the board. Sidney Yuen, Head of Global Consulting Services, Asia Pacific at Convergys offers his view and insight into what Asia's call center players need to do to stay competitive, afloat and profitable.
C.S. Ng is Chairman of the Organising Committee for the 2008 ICT Summit. He discusses the opportuntiies outsourcing offers to service providers as well as the challenges all players must face to deliver on the value of outsourcing.
Sidney Yuen, Head of Global Consulting Services, AP, Convergys believes that multi-lingual customer relationship services will become norm. Technology is ready for home-based agents. Innovation will also mean self-service will become more viable with customers using non-voice media to get to their vendors.
Knowledge Central Multiple
Knowledge Central
As a call center source Malaysia's multi-cultural heritage puts it in a unique position of being able to offer outsourcing services in at least four languages. Nirinder Singh Johl, President 2010-2012 of the CRM & Contact Centre Association of Malaysia offers his insight into the strengths and weaknesses of the industry (this is part 1 of a 2 part series).
Companies all over the world have realized that contact centers are more than just for answering customer queries. The role of the contact center has become increasingly crucial in customer retention and, thus, future revenue. This shift is now forcing companies in Asia to re-evaluate the significance of the contact center.
According to Wikipedia, speech analytics describes automated methods of
analyzing speech to extract useful information about the speech content or the speaker. In the context of a call center, speech analytics gives companies insight into what customers really think about their company allowing them to react in a timely manner. This eGuide offers straight forward insight into why your company may need to use speech analytics.
Many businesses have created organizational siloes internally that perform specific jobs well. But limited interaction has meant that success is difficult to replicate and attempts to integrate lead to conflict. This Aspect Software bulletin discusses lessons that can be learned in the use of unified communication to improve overall operation. The lessons are gleamed from how contact centers use unified communication to improve productivity and customer satisfaction.
Far East Flora was an early pioneer of online commerce in Asia. Its continuing success hinges on its ability to understand its customers interests and to act on those. This case study looks at how Far East Flora engaged Experian QAS to update its customer database, resulting in a 60% decrease in failed deliveries that were a direct result of incorrect recipient address.
Lennox International develops heating and cooling systems, refrigeration units and indoor air-quality equipment. To continue its growth Lennox International needed a solution to enhance customer service, reduce customer attrition by enabling visibility of customer interaction by way of a total view of customer information. This case study details how Lennox International chose SAP to meet its challenges and achieve its business goals.
