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Article : Going Wrong With Customer Service

We’ve all had the pleasure of experiencing bad service at one time or another and it begs the question, where do companies go wrong with the service they provide? We asked Contact Center Professionals for the answers to discover the source of terrible customer service.

- a survey by Joss Jalbert,

Sue Warner
Call Center - Manager
Southampton Solent University
United Kingdom

"There are too many reasons given to "justify" why call centre operatives can't deal with a particular query. Lack of interest in my needs is displayed in favour of internal "operational" considerations. Lack of customer focus. Inefficient transactions. Long transaction times, delays and inflexibility. In short, focussing on the WRONG things"

About Southampton Solent University

Southampton Solent University is one of the UK's newest universities, since we became a university in July 2005 and officially changed our name on 15 August 2005. But although our name is new we're al... (read more)
Leanne Park
Sr. Director, Contact Centre Support Services

"They seem not to care about the customer. Some believe that because they have a low cost, they dont need to provide good service. Companies need to remember that without the customer - they wont exist."

About Cogeco

Cogeco Communications Inc. is a communications corporation and is the 8th largest hybrid fibre coaxial cable operator in North America.It operates in Canada under the Cogeco Connexion name in Québec a... (read more)
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank

"Implementation - Some companies have brilliant ideas coming out with various campaign on improving the customer service experience however because of poor implementation, the forecast results not achievable due to poor understanding by the staffs or lack of tranining."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!


Sharon Lensky
Support Manager
The American Physical Society
United States

"A lot of companies go wrong with "suggestive sell" when they pitch it as "we take great care of you." For instance, credit card companies say that they protect you from identity fraud...and then when you say "wow, you do that even though you don't charge an annual fee for the card?" THEN they admit that it will cost you $9.99 per month. Misleading marketing is the pits."

About The American Physical Society

The American Physical Society strives to:
  • Be the leading voice for physics and an authoritative source of physics information for the advancement of physics and the benefit of humanity; (read more)
Jeff Roberts
Inforonics LLC
United States

"Usually in one or more of three areas. They don’t care; they rely on bad or arbitrary process with no flexibility; or they don’t empower their staff to care or be flexible – to fix customer service problems on the spot with a smile."

Adrian Robertson
DHL, India

"Complex IVR. Inconsistent answers. Inability to transfer the call to seniors when they can't fix the issue. Most rampant is common sense in CS - if a process breaks down and common sense dictates that the problem be resolved in a particular way then there is no point in sticking to rhetoric of company policies!"

About DHL, India

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocea... (read more)
Alessandra Busilacchio
Operations manager
Saa International Assistance Srl

"Company go wrong when they do not ask their people why, how, when..
If you do not ask why something does not work then you cannot fix it. Top down management that ignores operators feedback is lack of vision."

Chris Swallow
Relex Technical Specialist
Parametric Technology Corporation
United Kingdom

"In one instance I spoke to a toy manufacturer as my daughter had lost some figures from a playset she had - I wanted to buy replacement figures but was told not to worry, the company would dispatch new items at their expense. These never arrived - I do not believe companies should make promises they cannot deliver on."

Robert Wint
Senior Vice President Marketing, EMEA
United Kingdom

"Things start to go wrong when customers have an issue but the company's internal processes don't allow agents to respond effectively. When agents tell customers that "my screen won't let me do that", then you know you've got a problem."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
Duncan Baker
Director of Marketing and Communications
Institute of Customer Service (ICS)
United Kingdom

"Generally where companies make changes to their procedures without considering the impact it will have on their customers. Organisations that put the customer at the heart of their processes and people will not make that error."

About Institute of Customer Service (ICS), founded in 2001 by 3 brothers, helps customers build more than simple, static web pages. Webs is focused on providing customers everything they need to grow a dynamic site with an active com... (read more)
Jack Burdick
Sales & Service Operations Manager
Ingersoll Rand
United States

"Many companies fail to invest in Customer Service and see it as a functional necessity and not an opportunity. If companies are committed to doing the right thing firs & foremost the battle is won. Both employees and customers are satisfied and ultimately the company wins"

Miguel Angel Lechuga Mart?n
Call Center - Manager
Linea Directa Aseguradora

"We go bad when we can't adapt our service to our customer or when we think first in our process than in our client. Some times we don't undertand that a good service out our process is not necessary a expensive service. Following with a restaurat, I remember one time that I wanted an omelet because I had stomachache. They didn't have this in the set menu, but they had other things made with eggs. Finally they didn't cook an omelet for me, because the ommelet wasn't in the set menu and the waiter didn't know what he had to charge me. But, do you think it was the main thing for me? Obviously not."

About Linea Directa Aseguradora

Ronni Marshak
Senior Vice President
Patricia Seybold Group
United States

"Let me talk a bit about outsourcing. When companies hire a separate organization (typically offshore) to service customers, they give specific instructions on what to say and what the CSR can and can't do. They are not allowed to vary from the script.

I recently wanted to ask a general question about mortgages from my provider (about some terminology). The young man in the Phillipines couldn't help me unless I provided my mortgage account number, which I didn't have handy. Although I kept explaining that I just wanted general information, he couldn't help me. I was escalated to his supervisor, who couldn't help me either. Finally, I requested to be transferred to someone with the bank, not the service organization. She answered my question in a minute.

With the IVR system, often, you aren't offered the menu choice you need, but they don't tell you to press "0" or say Agent to get to a person. Then, once you do get a person, your information that you provided to the system isn't passed along. Finally, in the past six months, I have had three different IVR systems hang up on me!"

Geoff Langston
Managing Director
GL connects
United Kingdom

"Multiple telephone menus that sometimes take you round in circles, lack of follow up, for example a taxi firm we e-mailed recently for a special job have still not mailed back! Lack of personal communication sometimes face to face or over the telephone"

Steffen Wuth
Managing Director

"I asked German pay-tv operator Sky to change my STB-card from satellite to cable. I had an older cable-STB and mailed all the details to Sky so they could send me the right card. After more than 3 months and several cards that could not be initiated, Sky told me that my STB was to old and I had to buy a new one. With the details I had given them, I would have expected the answer right at the first time."

Ray Nieves
Manager of Call Center
Aftra Health and Retirement
United States

"Cisco Linksys router (for wireless PC), had issues called help desk: got Indian rep who mindlessly went down a check list, it took almot 15 minutes to get to the problem I addressed at the start of the call, when we finally got to it, the "Check list" did not answer the problem, I got put on hold so a supervisor could be gotten, then the call was dropped!!! I will never buy a Linksys product again."

Mark Herbert
Resource and Planning
Saga Services
United Kingdom

"Turnover in contact centres is generally huge and this leads to problems caused by a lack of experience or complex systems. For example I recently changed my gas supplier and received the hard sell from my exisisting provider, however it was clearly a new member of staff who made continual errors - mis reading information and making incorrect offers"

About Saga Services

Saga is an insurance company.
Laurie Banks
Perry Banks Inc
United States

"I called a credit card company and the call was dropped several times and when I was transferred that group hung up on me. Having to go through the verification process four times was frustrating"

Ankur Bhatia
Founder & CEO
Navigant Technologies Inc

"Companies tend to go wrong with their post sales customer service abilities. There was this guy trying to sell me a contact list. He used to contact me at least once every 15 days for over a year even though I told him that there was no immediate requirement. Finally, we wanted to execute an email blast campaign for which I ordered a considerable sized list from him. The results were not even 5% close to what he committed. As we are in the services industry, we were willing to accept the fact that results could vary and wanted to see how our investments could be justified to our management. I tried contacting this guy several times to find a solution but he never bothered to revert. This is where I think he went wrong. I feel that he had an impression I would ask for a refund and hence never replied to my emails or ever spoke with me again. Companies need to train their sales staff on approaching customer complaints as a relationship building opportunity rather than a complaint. This will definitely go a long way in building customer loyalty."

About Navigant Technologies Inc

Navigant Technologies Inc. International Business Process Outsourcing (BPO) Company We are an International Business Process Management (BPM) Company, with specialisation in Demand Generation fo... (read more)
Chee-wai Ho
Business Analyst

"Unfortunately, the integration of tools and processes remained poor in many organizations. Recently, I was prompted to enter a personal identifier by an IVR and when the agent picked up the call, he asked for the identifier again. I asked him why and he told me the system was too slow and when he picked up the call, my information has not reached him yet! I believed a lot of this has to do with off-shoring. Previously, the contact centre applications were geographically closed to the agent, hence there were no issues. However when off-shoring occurred, the agents move out but for one reason or another, the technology stayed put. This in turn lead to performance issues with the tools that the agents used for serving customers."

About SingTel

Singapore Telecommunications Limited, commonly abbreviated as SingTel, is a Singapore telecommunications company
Niels Kjellerup
Resource International

"When service is just a matter of managing call-traffic. The service rep has NO time to identify my need and lacks authority and competence to make correct matters"

Axel Alcocer
Operations Manager
Unifica Teleservices

"I believe there is always an opportunity for improvement from what you were offered by sales department and what you finally got at the end."


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 ''. We were established in 1999.
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Today's Tip of the Day - Maintaining Customer Notes

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

Published: Monday, April 19, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

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 Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

About us - in 60 seconds!

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