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Please share a few words about your center here so other delegates can read about it (i.e. size, inbound, outbound, wher its located etc)
Our call center service firm is an Australian owned company that is run by Australian and Filipino management. The culture that the company practice is Australian culture mostly, the company consist of more than 50-100 support agents that are experienced in call center or bpo industry. You can check our contact center service website here for more information about the company itself.
Competence Call Center offers internationally distinguished call center solutions of the highest level. Whether it is in incoming calls, outgoing calls, e-mail communication or in written customer correspondence, we have proved our competence and fulfilled our promises more than 100 million times: we have served over 100 million customers.
Turkcell Global Bilgi, which is Turkey’s leading customer relationship management center, was established in 1999 as a Turkcell Group Company. Our Company is sector leader in Turkey with 45% market share and has pioneer position for using voice technologies such as voice verification, voice recognition and speech recognition as well as expertise in self-service channels.
Utilizing integrated channel management philosophy, Turkcell Global Bilgi is now annually processing almost 1 billion customer contacts over phone, video call center and in self service channels.
Turkcell Global Bilgi is operating in 3 counties, Turkey, Ukraine and Belarus with more than 10000 employees, 8500 seats and 20 locations
Besides, Global Bilgi Ukraine was established in 2008 as a 100% Turkcell Group Company. Company grew 4 times in 4 years in amount of employees and now with its 4 locations, 1000 employees, 800 seats, is among top 2 contact centers of Ukraine. In addition to Ukraine, Global Bilgi Ukraine provides nearshoring to Russia and plans to grow in other Russian spoken countries. Annually more than 35 million contacts are managed via phone and self service channels.
Virginia Workers' Compensation Commission is a state agency that is charged with administering Virginia's workers' compensation program, which applies to most employers doing business in Virginia and most employees working in Virginia. I have a total of 15 full time and one part time staff member in my contact center. We answered between 8 to 9 thousand calls, about 300 e-mails and 900 to 1000 faxes a month. Most of our callers are injuried workers inquiring what they need to do to file a claim and the process of Workers' Compensation.
As you know, A.T.Kearney is one of the global consulting firm and I have led call center consulting practice, BPO and Outsourcing in Korea based on CRM field. These days, Integrated Multi-Channel service & collaboration at contact center is one of the essential subject related to direct channel contact by various devices, leading all to marketing and sales activities to generate revenues. I have delivered consultancy in various kinds of best practice, future market trends, things to do(task), roadmap and so on.
"laCaixa" is the 1st Bank in Spain, leader in the retail sector. We have a multichannel strategy by delivering outstanding services through our Contact Centers. We handle 3M contacts/yr, from calls to tweets. We offer innovative & exclusive services 'cos... where the others don't reach... The Contact Center does!
Our company is the largest bank in Indonesia in terms of asset. We offer our customer with multi channel services to get in touch and multi skill agents to provide end to end solution. We have phone, sms, social media, and email to answer every problem that customer had, and 900 agents that we have at our center handle more than 150,000 calls each week. To give add value on our services, our company giving full support to the CSR program to the nation wide scale, within the call center itself we provide green approach to every activity we did and system we have.
Our contact center services participants with retirement plans, life and annuity products. In the retirement center alone, we receive between 11,000 and 12,000 calls weekly. Our representatives are Series 6 Licensed and go through a 12 week training program. We have contact centers in Enfield, MA, Memphis, TN, and Phoenix, AZ. The center in Phoenix had it's grand opening this month.
Our company is the 2nd largest portuguese telecom. We offer TV (Cable+DTH), Internet, Fixed and Mobile. We are leaders in TV. I represent the Telemarketing Department in the CCWA.We are located in Portugal, splited in two sites (Lisbon and Oporto), We have now about 200 agents. When we have temporary outbound campaigns we add between 50-350 agents depending on the campaign. We have are full blended of three call types: inbound, click 2 call and outbound calls.
We are located in Ada (Grand Rapids), MI and have about 200 agents here. Our total contact center size fluxuates between 390-450 agents depending on peak volume. Our staff is comprised of Amway Emloyees, Manpower on campus and our outsourced partners. We have a blend of three different labor sources which primarily focus on inbound calls. There is also an off phone work group which works on e-mails, and follow up cases as well as special services. We are begining to segment our agents into specialty higher level tier three skills based upon business needs and product lines (beauty, nutrition, home goods, etc.)
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