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Article : A Brief Description of Centers Around the World

Have you ever been curious to know what other contact centers are like? We asked industry leaders to describe their centers in order to better comprehend how diverse these operations can be throughout the world.

Beth Marchetti
Call Center Manager
Spectrum
United States

"210 FTE - we handle billing and repair calls for a communications company. We are responsbile for Customer Service and transitional selling."

About Spectrum

Charter Communications, Inc. (NASDAQ:CHTR) is a broadband connectivity company and cable operator serving more than 32 million customers in 41 states through its Spectrum brand. Over an advanced commu... (read more)
 
Jecil Thomas
IT Service Desk Manager
TC Dubai
United Arab Emirates

"The nature of the contact centre here is slightly different but the essential principles are the same. I manage an IT Service Desk dealing with internal customers (i.e. providing IT support to approx 1300 staff within the organisation). The IT Service Desk team has 3 full time agents who log, attempt to resolve and manage day-to-day IT related incidents and service requests."

 
Pablo Cosme
Director General
Connecta Center
Mexico

"We are an outsourcer with 1800 reps at this moment. We handle out and in bound calls. 50% of our campaigns are Tech support, 30 % are customer care and the rest are sales. We handle worldwide accounts such as HP, Lenovo, SUN micro systems, Telmex, Telcel, etc."

About Connecta Center

Contact Center located in Puebla, México, offer: Curstomer Care, Collection, Sales/Commercial Appoinments, Help Desk, Surveys, high quality standards at affordable prices!
 
Marius Swanepoel
General Manager Contact Centre
Volkswagen Group South Africa
South Africa

"The VWSA Customer Interaction Centre is responsible for the customer interface between the manufacturer and the end user customer. The centre currently employs 80 people in various roles.  The key services offered by the call centre are: Roadside Assistance, General Enquiries, Customer Care and Telemarketing Campaigns.  These main services are supported by Training and Development, Quality Assurance, Administration/IT and Human Resources.  The Roadside Assistance team operating 24/7/365 consists of one manager, three team leaders and 33 agents and handles emergency breakdown calls from customers, whereas the Customer Care team consists of one manager, 3 team leaders and 15 agents assists customers with service/sales related complaints.  In addition this team also interface with Media and Legal entities as and when required.  The E-mail team consists of 4 agents and one Manager/Team Leader and handles all non-telephony contact (e-mail, fax, letter, corporate website ‘contact us’) from customers.  The Telemarketing Campaigns team conducts various after-sales campaigns on behalf of our brand teams and consists of 10 agents and one Team Manager.  The support environment consists of 8 people and covers elements such as training and development, Quality Assurance, MIS, Systems, IT support, Capacity Planning and Human Resources."

About Volkswagen Group South Africa

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti... (read more)
 
Cheryl Hartle
Operations Center Manager
EQT Corporation
United States

"Recently outsourced. Approximately 75 CSRs that handle billing, service and credit calls for a public utility."

About EQT Corporation

Founded in 1888, Equitable Gas Company provides natural gas distribution services to over 275,000 residential, commercial and industrial customers located mainly in the city of Pittsburgh and surround... (read more)
 
Mark Henderson
Call Center - Manager
Intuit
Canada

"I have 2 centers and two partners globally, supporting multiple products. In total, it equallys roughly"

About Intuit

Intuit Inc. is an American software company that develops financial and tax preparation software and related services for small businesses, accountants and individuals. It is incorporated in Delaware... (read more)
 
Suresh Dakshina
President
United States

"International Services Outsourcing (InSO) is a call center firm headquartered in Los Angeles County . Our expertise lies in servicing clients based on their unique requirements. We work exclusively for herbal, beauty & health care industries.

We provide results-driven call center services for numerous companies nationwide. We specialize in providing order taking and sales, outbound telemarketing, customer service, technical support, etc. to consumers nationwide and we have specific results to prove our chosen niche: increasing your sales and retaining your customer base.

We are a 120 seater facility and currently we have 70 employees working for our center."

 
Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"More than 300 people, customer service contact center"

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 
Peter Mooney
Call Centre Operations Manager
Holiday Extras Ltd
United Kingdom

"Travel related business - staff numbers 100-120 depending on seasonality, all inbound traffic"

About Holiday Extras Ltd

Holiday Extras is a UK-based company which provides airport parking and airport hotel packages, making arrangements for more than five million travelers a year.
 
Ipek Aydin
Operator
Aksigorta
Turkey

"It is a 49 seat, 57 people contact center for an insurance company"

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Network Based Contact Center?

Read today's tip or listen to it on podcast.

Published: Tuesday, September 29, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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