Call Centers Articles

1). A Call Center Is The New Touch Point With Customers By : Abigail Franks
Contact centers, commonly known as call centers have become the touch point for customers and business. These contact centers have grown from simple telephone sales to full customer service organizations. From billing issues and quote requests to full sales teams, the call center has delivered on the promise of lower overall costs to many businesses.
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2). Call Center Questions - Determining Roi For Your Call Center? By : Carey Gillihan
* How do I calculate my call center's cost per call? There are different ways to determine your call center's cost per call. The main formula that is currently being used is to divide your total cost by the number of calls that you have attended to for a certain period of time. The main purpose behind calculating your cost per call is to know if you are getting more or less efficient in the way you are handling your customers.
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3). Call Centers - A Backgrounder By : Danny Wirken
The call center business has become one of the fastest booming industries today. In the era of customer-oriented services, the provision for accessible support is now a priority. With many companies trying to cope up with their customers’ needs and demands, the concept of the call center was born. A call center normally operates with all its agents (or customer service representatives) in one central location.
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4). Help Desk Outsourcing By : Danny Wirken
A help desk may mean a lot of different things. Basically, it is a source of technical support for hardware or software which is generally staffed by people who can either directly solve the problem or direct the problem to the appropriate department for action. In some instances, a help desk is a call center that is tasked to handle questions about products and services.
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5). Outsourcing Relationship By : Danny Wirken
Outsourcing is the delegation of tasks or jobs from internal production to an external and separate business partner, very much like a subcontractor. By present standards and definition, it became the equivalent of elimination of local staff in favor of staff overseas to countries where salaries are considerably lower. Countries such as India, Bulgaria, Venezuela and Brazil, among others have become forerunners as outsourcing venues.
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6). Achieving High Performance - Building Strong Links Between the Contact Center and Enterprise By : Zeev Goichman
The contact center is under tremendous pressure not just to keep the lights on and the phone calls flowing but to perform. And it is those organizations that commit to building a high-performance contact center that will exceed their goals and protect business value every time they interact with a customer.
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