contact centres in news
UK contact centres up there with world's priciest
News Attrition remains a global problem, with agents being tempted away by the plethora of opportunities in other industries in India and Mexico and centres poaching agents off each in other in the crowded Philippine market. [20 Jun 2008]
Revealed: Cyber crimefighting successes
News Soca has also sent out 46 alerts to UK business, which included 11 alerts to UK financial institutions detailing more than 46,000 online account details that had been compromised by phishing and virus attacks, a system for UK call centres to... [15 May 2008]
Poor CRM failing customers
News Brits are the most likely to criticise customer service with 40 per cent of respondents rating the service provided by call centres as ineffective. The Oracle research covered 1,500 consumers and 250 contact centre managers across Europe. [07 Mar 2008]
Swinton Insurance gets chatty with IP tech
News For customer calls the system automatically routes to the local (or next nearest) branch of the customer, meaning the amount of calls going to overspill call centres has been cut by 40 per cent. High street insurance chain Swinton has completed a... [21 Feb 2008]
Unilever in $675m HP outsourcing deal
News HP will also manage Unilever's IT systems including its corporate data centres, directory services, disaster recovery and intranet hosting. HP will provide a single point of contact for Unilever's enterprise computing systems and will work with the... [13 Feb 2008]
Staff deserting UK call centres
News Contact centres that are using a pure IP infrastructure report improvements in flexibility, decreased telecoms costs and easier application integration, especially in multi-site scenarios. Attrition in UK call centres has risen for a fifth year... [19 Nov 2007]
SMS the future for CRM?
News Around 70 per cent of all calls from contact centres to customers will be to mobile phones by mid-2008, leading companies to look at texting as a cheaper option. Suzette Bouzane Meadows, head of contact centres at Affiniti, said the reason mobile... [18 Sep 2007]
Bank websites don't satisfy curious customers
News Despite the millions invested in online banking systems, it may still be quicker for customers to phone bank call-centres to find out basic information. And even then, only three out of 10 banks answered the question satisfactorily - less than last... [23 Aug 2007]
Councils save £1.4m per year on contact centre
News The systems are based on Macfarlane's CallPlus platform, which allows the authorities' contact centres to monitor traffic and predict future demand. Staffordshire Connects - a joint venture focused around providing customer services - has invested... [29 May 2007]
Shared services help tech innovation
News It is also working more with organisations such as the Citizens Advice Bureau and Museum of East Anglian Life to help people access the support and services they need more easily thorough call centres and redesigned websites. [19 Apr 2007]
Blighty call centres boom in face of offshore threat
News The UK Contact Centres in 2007: The State of the Industry report by analyst ContactBabel shows the UK call centre industry grew by six per cent last year and is now worth £20.6bn. Call centres currently employee 960,000 UK workers - three per cent... [10 Apr 2007]
Could Second Life kill off the call centre?
News In future, the consultants believe call centres could one day ask customers to follow up a phone call with them by moving the query into a virtual world. However, with a brave new world of new media customer services, call centres will need an... [10 Apr 2007]
Mobile banking rings the changes
News Contact centres will be brought back to the UK so customers identify more readily with their banks by talking to a local customer service operator. More mobile banking options and a rethink of bank offshoring are two of the big changes that are... [05 Apr 2007]
Call centres lose in love stakes
News Global customer satisfaction with call centres has fallen to 68 per cent - down from 82 per cent last year - according to research from customer contact consultants Merchants Europe. The main enabler for contact centres to get more cross-channel... [20 Mar 2007]
Indian offshore call centres 'not doomed'
News While last week Lloyds TSB became the latest company to decide to reduce its use of Indian call centres, earlier this week Barclaycard announced it is moving more work to Mumbai and Datamonitor contact centre outsourcing analyst Peter Ryan said it... [08 Mar 2007]
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