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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."

 
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
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!
 
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
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.
 
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 - Select The Right Application

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

Published: Tuesday, September 29, 2009

Printer Friendly Version Printer friendly version

2022 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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