Call Center Space Availabilities
Looking for ready-made call center space in the U.S. or abroad? It might be your lucky day. The Site Selection Group (www.siteselectiongroup.com) keeps track of vacated/available/ready for sub-lease contact center space and is reporting the following to be available: Addison,...
Looking for ready-made call center space in the U.S. or abroad? It might be your lucky day. The Site Selection Group (www.siteselectiongroup.com) keeps track of vacated/available/ready for sub-lease contact center space and is reporting the following to be available:
Addison, Texas: 137,992 sq. ft.
Workstations: 600 expandable to 1,000
Austin, TX: 92, 633 sq. ft.
Workstations: 605
Salina, KS: 44,876 sq. ft.
Workstations: 250 expandable
Clarksville, TN: 52,000 sq. ft.
Workstations: Estimated 500
Tucson, AZ: 27, 255 sq. ft.
Workstations: 200 to 250
Hawkesbury, Ontario: 41,019 sq. ft.
Workstations: 420
Manila, Philippines: 366 workstations
For more info, contact The Site Selection Group directly at 214-271-0580.
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The ATA Position On Do-Not-Call
You may have read that his week, Congress addressed two bills, H.R. 2601 and H. R. 3541, which will affect the future of the federal Do-No-Call Registry.� Currently, there are approximately 150 million people who have listed their phone numbers... You may have read that his week, Congress addressed two bills, H.R. 2601 and H. R. 3541, which will affect the future of the federal Do-No-Call Registry.� Currently, there are approximately 150 million people who have listed their phone numbers on the DNC Registry, and there has been a large political effort to ensure that consumer’s information will not be purged from this list.
The American Teleservices Association (ATA) came out this week in support of making the list, which was supposed to have been purged and "rebuilt" after five years to ensure list accuracy, permanent.
ATA CEO Tim Searcy said, "We are in support of a permanent Registry, but would like the assurance that it is being appropriately updated.� We would encourage the FTC or Congress to require phone companies to provide a record of all disconnected numbers so they can be removed from the DNC – making the list more accurate.”� Searcy continued, “Until that happens, we support the extension of the current list.”
TES
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Call Center Jobs: Here Today, Gone Tomorrow
So what happens when a political party promises the creation of call center jobs, then loses control of the government? The incoming government says, "Nah, nah, we didn't promise them. The previous guys did. Sorry!" Something like this happened in... So what happens when a political party promises the creation of call center jobs, then loses control of the government? The incoming government says, "Nah, nah, we didn't promise them. The previous guys did. Sorry!"
Something like this happened in Australia. I guess that's the price you pay for assuming "government" is all one entity...like "The Borg" from Star Trek.
Resistance IS futile.
TES
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First-Call Resolution Podcast
First-call resolution, as a call center principle, gets a lot of attention, and for very good reason. While 10 different call centers may not agree on their management, hiring, training and technology approaches, all 10 will probably agree that first-call... First-call resolution, as a call center principle, gets a lot of attention, and for very good reason. While 10 different call centers may not agree on their management, hiring, training and technology approaches, all 10 will probably agree that first-call resolution is far and away the most important metric to master. Why? It's a realistic way to achieve increased customer satisfaction at lower operating costs. It cuts out "waste" and gets customer issues resolved quickly. It also improves employee job satisfaction and lowers turnover, for it reduces agent frustration.
It is, however, a complex, multifaceted topic. I recently had a chance to speak with Rob McDougall, president of call center solutions provider Upstream Works (www.upstreamworks.com). Our conversation about implementing first-call resolution in the contact center is available here as a podcast
Happy listening!
TES
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Marketing Salaries Guide
Crandall Associates, a company that does executive recruitment for the direct marketing and telesales industries, has released its "2008 National Salary Guide, Direct and Interactive Marketing." The guide keeps tracks of salaries (high and low ranges, sub-divided by years of... Crandall Associates, a company that does executive recruitment for the direct marketing and telesales industries, has released its "2008 National Salary Guide, Direct and Interactive Marketing."
The guide keeps tracks of salaries (high and low ranges, sub-divided by years of experience) nationwide for job titles such as:
Internet Marketing Manager
Market Research Director
Media Planner/Analyst
VP of Marketing
Customer Service Managers and Directors
The full report can be ordered online at www.crandallassociates.com.
TES
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Feeling The Love From Offshore Outsourcing
Here's a piece on TMCnet today that takes a look at the pitfalls, both obvious and hidden, of offshore outsourcing and how to overcome them. First, it's important to identify the problems. My favorite snipped from this article was that... Here's a piece on TMCnet today that takes a look at the pitfalls, both obvious and hidden, of offshore outsourcing and how to overcome them. First, it's important to identify the problems.
My favorite snipped from this article was that one company discovered that an agent at one of its foreign call centers was ending customer calls with, "I love you." He thought it was a great way to show customers he cared. Sometimes...agents can care a little TOO MUCH.
The best way to make offshore outsourcing work for you is to get a better handle on training. Studies show that even if a foreign call center agent has a heavy accent, if he or she handles the call the way a North American customer expects (use the right words, strike the right tone and effect good results), accents are immediately forgiven.
And your customer will know you love them without you have to tell them, which...let's face it...is a tad creepy.
TES
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Video Gaming Widows
Have you ever been thrown over on a Saturday night by The Horde? The New York Times had an amusing...but true-to-life...piece recently about how video gaming, particularly online role playing gaming, affects romantic relationships. Did you know they make children's... Have you ever been thrown over on a Saturday night by The Horde?
The New York Times had an amusing...but true-to-life...piece recently about how video gaming, particularly online role playing gaming, affects romantic relationships.
Did you know they make children's clothing...even baby clothes... with World Of Warcraft themes?
Do I sound like I speak from experience?
TES
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Another Upside To Virtual Call Centers
As if we needed any more evidence that home-based agents and virtual call centers were the way to go, here's yet another: plan a physical, brick and mortar call center, and the neighbors start complaining that it will cause too... As if we needed any more evidence that home-based agents and virtual call centers were the way to go, here's yet another: plan a physical, brick and mortar call center, and the neighbors start complaining that it will cause too much of an increase in traffic and parking congestion, not to mention scare the birds away.
TES
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Canadian Call Center Woes
Here's an article from the Edmonton Journal about the closure of a Toronto Dominion Bank call center in the city, for a net loss of about 140 jobs. Though this is a Canadian company shutting down a Canadian call center,... Here's an article from the Edmonton Journal about the closure of a Toronto Dominion Bank call center in the city, for a net loss of about 140 jobs.
Though this is a Canadian company shutting down a Canadian call center, there have been other Canadian call center closures that can be laid at the foot of the weak U.S. dollar.
Outsourcing to Canada (an important destination in the so-called "near-shore" outsourcing model) is no longer saving U.S. companies money due to the unfavorable exchange rates for the U.S. dollar.
A recent Datamonitor report covered on TMCnet by associate editor Patrick Barnard revealed that companies are truly starting to pack up Canadian operations. The most notable U.S. outsourcer to do so thus far is Cincinnati-based Convergys Corporation.
The Datamonitor report also cites a waning of interest in Canada in relation to the increasing interest in having Spanish-speaking agents on staff for the growing consumer base of American Hispanics. (Canada does not offer a labor force with a high percentage of Spanish-speakers.)
TES
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Me Shivaji Rao Bhosale Boltoy (It’s me, Shivaji Rao Bhosale speaking) is a blockbuster! Released early this month, this Marathi film, directed by Mahesh Manjrekar of 
Barack Obama’s hand was one of the most difficult hands I have analysed. Using unclear photographs was just one reason. Axinia had sent me a clear photograph of Obama’s hand but unfortunately it was of his right hand and therefore I could not base my reading on it. In the type of palmistry I do the right hand tells us what the person is like only if he is right handed. As Obama is left handed, I needed to read his left hand. The other, less used hand, denotes genetic characteristics, many of which maybe latent and undeveloped.
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