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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.

Katia Galano
CRM Consultant
Ascend Business Solutions Consulting
Canada

"I do not handle contact centers at this time but I can provide you with some imput from my past experience.
I have handled large call centers of >350 seats"

About Ascend Business Solutions Consulting

Ascend Business Solutions Consulting provides support for SAGE Accpac ERP CRM and Simply Accounting.
 
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."

 
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."

 
Donna Corso
Call Center - Manager
Servpro
United States

"We have 24, soon to be 27 Customer Service Reps and Quality Assurance reps Reps in our blended call center. We are a 24/7/365 service center taking fire and water damage referrals and electronically referring them to our Franchise community."

About Servpro

Servpro Industries, Inc. (SERVPRO) is a Franchisor with over 1,500 Franchisees nationwide providing emergency fire and water damage mitigation. With a proud history, successful present and bright fut... (read more)
 
Marta Restrepo
Call Center - Manager
Avianca
Colombia

"As a major airline we handle sales and customer service calls. More than 700 agents"

About Avianca

Avianca S.A. (Spanish acronym: Aerovías del Continente Americano, formerly Aerovías Nacionales de Colombia) is the flag carrier airline of Colombia.
 
E Magnus Kristinsson
Head of contact Center
Vodafone
Iceland

"150 employees, 100 full time positions. Our company provides service for mobile network, fixed line and Internet (fiber and xDSL)."

About Vodafone

Established in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second la... (read more)
 
Anita Ridgell
Call Center - Manager
SnowValley
United States

"Our Customer Service Center consists of 5 reps and myself. Since the company is a bottled water and coffee service company, our contacts are from existing customers wanting or inquiring about a delivery, have billing concerns or prospects wanting to obtain our services or to find out more."

 
Deborah Hughes
Call Center - Consultant
SilverHawke, LLC
United States

"Our center is inbound and receives calls from clients who have questions about our services, wish to complain about services they have received or enroll in certain programs."

 
Bobby Chijioke Anoliefo
Client Service/Outsourcing Manager
Craftconcept Limited
Nigeria

"My contact center has a capacity for 900 agents, but presently we have 30 agents and this is due to the nature of the campaigns that we are running presently. We presently have 3 major campaigns which are as follows: An emergency service help line, A health management organisation's help line and A visa facilitation service help line. Now i will describe all of them in details. The first one which is the emergency service help line is actually an initiative of the state government, a corporate social responsibility to safe guard lifes and properties. Its a toll free line that people can call in on anytime when they find themselves in an emergency situation. The second one is a medical help line given to us by a health management organisation to handle queries from the patients and their hospitals alike.In this case you have patients call in to either find out if they can access medical care, what limit do they have on their health plan etc. While the hospitals can also call to find out if a particular patient has the approval to access certain medical care. The third campaign is with the British High Commission's visa section. In this case you have visa applicants call in to find out about the visa application status, whether the applications are still in process or they are ready for collection."

 
Aveenash (Rocky) Chirkoot
Call Centre Manager
Skye Group
South Africa

"I have about 20 Staff Members, We are a clothing and retail distribution company, We handle Queries, Returns, Internal Sales and Sales Support. We are currently sourcing and implimenting a CRM solution"

 
Kenneth Webb
Call Center - Vice President
United States

"Over 300"

 
Luis Capilla
Call Center Manager
CPD
Guatemala

"We currently have 50 reps and handle inbound calls, Customer service sales and repairs for a Prepaid telephone company based in Texas. The only outbound service is our collections dept."

 
Pablo Cosme
General Director
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!
 
Debbie Lambert
Sr. Mgr., Training & Development - Club Services
Hilton Grand Vacations
United States

"In our center we have 43 agents and 12 members of the leadership team in various positions. We are an inbound customer service center. We respond to our customers via phone, email and chat."

About Hilton Grand Vacations

Hilton Grand Vacations Company, LLC, a subsidiary of Hilton Worldwide, is based in Orlando, Florida. In addition, there are regional offices in Marco Island, Florida and Sanibel Island, Florida to sup... (read more)
 
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)
 
Norris Packer
Call Center - Operations Manager
Packer Enterprises
United States

"In my current center we are a technical support center, with 25 technicians handling technical support calls."

 
Preeti Bhatia
Head of Contact Centre
Barclays
United Arab Emirates

"It is an inbound contact centre. Total head count - 90"

About Barclays

Barclays is a financial services group, with a significant international presence in Europe, the USA, Africa and Asia. It engages primarily in banking, investment banking, and investment management. I... (read more)
 
Geert D'Eer
Contact Center Manager
SITEL Belgium
Belgium

"As I am responsable for multiple outsourced contact centers within our outsourcing company, I have operational end responsibility for multiple contact centers."

About SITEL Belgium

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (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)
 
Mary Daniel
Call Center - Manager
Aflac
United States

"With two locations nationwide – one at the Columbus, GA, headquarters and a virtual center in Omaha, NE, we have over 600 employees that will service over 11 million customer and agent calls. Even though the majority of our customer contact comes from incoming service requests from Aflac policyholders, payroll accounts and independent Aflac agents we also manage email requests and place outbound calls to meet the needs of our current customers and to further our account conservation efforts.

All of our customer service agents are adequately trained in technical and customer service skills before they are introduced to calls on the floor, therefore they don’t stop at simply providing information or answering questions – they are truly service providers.

In continuing to expand the operation of our Customer Service Center, we began to focus on point-of-contact resolution and introduced file-processing. By providing our employees the training and systems they needed, we were able to improve the customer experience by minimizing escalations to other departments for processing. In doing this, our Customer Service Center has assisted other business units by processing over 300,000 file changes for customers at the point of contact through October 31, 2008."

About Aflac

Aflac Incorporated is a provider of supplemental insurance in the United States, founded in 1955 and based in Columbus, Georgia. In the United States, Aflac underwrites a range of insurance policies,... (read more)
 
Suresh Dakshina
President
InSO International Call Center
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."

About InSO International Call Center

InSO International Call Center is a BPO and outsourced call center.
 
Luanne Lo Monte
Call Center - Manager
Diggers Hotline
United States

"We have 50 FTEs from November through January, then we start ramping up for our busy season & max out at around 119 Call Center Reps (CCRs) which equates to about 86 FTEs. We are the One Call Center for the State of Wisconsin (Call Before You Dig), so around 95% of our calls are inbound."

About Diggers Hotline

Diggers Hotline is Wisconsin's call center for homeowners and professionals looking to do excavation work.
 
Johan Dewit
Call Center - Operations Manager
SITEL Belgium
Belgium

"Our center (Sitel) is based in Belgium, near the national airport, hosting approximately 750 advisors. Most of our projects are inbound customer care, managing different interactions. (calls, e-mails, fax, chat, back office, etc...)"

About SITEL Belgium

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
 
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 LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Where Is The Problem?

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

Published: Tuesday, September 29, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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