centres
RSS centresIndian offshore call centres 'not doomed'
News Offshore call centres will continue to grow - despite some companies pulling their customer care services back to the UK. While last week Lloyds TSB became the latest company to decide to reduce its use of Indian call centres, earlier this week... [08 Mar 2007]
IBM turning green over data centres
News IBM is launching an initiative to give its corporate customers a way to measure and potentially monetise energy-efficiency measures in their data centres using an emerging form of currency. The computing giant has detailed a programme - starting in... [02 Nov 2007]
In brief: Hertz drives the future of call centres
News The worldwide car rental company has been migrating its European reservation call centres to a greenfield site in Dublin, Ireland, since October last year. Hertz's virtual call centre for Europe went live this week. [14 Aug 1998]
5 years ago... Virgin Rail expands Scottish call centres
News The rail operator is to create 300 jobs within the next 12 months in its Edinburgh and Dingwall centres, with the rest coming over the next five years. Efficiency in the existing centres has been dramatically improved by training agents in customer... [06 Nov 2003]
Virgin Rail expands Scottish call centres
News The rail operator is to create 300 jobs within the next twelve months in its Edinburgh and Dingwall centres, with the rest coming over the next five years. Efficiency in the existing centres has been dramatically improved by training agents in... [06 Nov 1998]
Intel to open PC design centres for developing world
News Intel will open up four design centres to tackle some of the hurdles facing computer adoption in emerging markets: cost, dirt, bad weather and intermittent electricity. Located in Bangalore, India; Cairo, Egypt; Sao Paulo, Brazil; and Shanghai... [01 Aug 2005]
Data centres fuelling climate change?
News The intensive power requirements needed to run and cool data centres now account for almost a quarter of global CO2 emissions from information and communications technology, according to analyst Gartner. [12 Oct 2007]
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]
'Sweatshop' call centres threatening workers' health
News According to TUC figures, 400,000 people are employed in UK call centres, but at 50 to 60 per cent, staff turnover is double the national average. Stephanie Power, TUC campaign manager, stressed that while the industry is gradually improving, too... [12 Feb 2001]
Contact Centres: "Learning to Leverage Existing Assets to Maximise Customer Satisfaction"
White Paper Historic economic conditions, however, have resulted in contact centres concentrating too much on achieving cost savings. The EMEA contact centre market is enjoying renewed growth thanks to equipment upgrades in Western Europe and new sites in... [07 Sep 2006]
Offshore call centres more costly than in UK
News Onshore FS call centres average 10 sales per month while offshore centres have an average of four sales per month. Listening or understanding failures occur in an average of four per cent of calls in onshore call centres but for offshore call... [28 Jun 2007]
IP Solutions Helps MLS Business Centres Improve Telephony Services
White Paper MLS Business Centres provides office space and services at 33 locations around the UK. The company spends £1.1 million annually on telephony. Most of this is recharged to its customers, but its systems had become so complex and it spends so large... [18 Oct 2004]
Call centres reap rewards of CRM
News Call centres are reaping the rewards of CRM (Customer Relationship Management) software, according to a study of 800 European call centres by research company Datamonitor. In a report titled 'Perspectives to 2003', it found that call centres have... [20 Jan 2000]
Government: Extranet VPN for Cheque Distribution to Regional Data Centres
White Paper A Threat/Risk Assessment conducted by the client concluded that under the proposed new laser print system, a serious threat to data integrity existed if the existing security check was employed during the transmission of data from the centre to... [24 Feb 2004]
Workflow in Call Centres
White Paper However, productivity and return-on-investment curves have flattened for call centres operating as 'islands of automation', distinct from other business systems in the organisation. The organisation with a sophisticated customer focus which is... [24 Feb 2004]
