 |
 |
| August
2005 |
CallCenterCafe.com Newsletter
Hot News and
Great Ideas |
|
Dear Greg,
We hope you enjoy the new look of this week's newsletter. With
the summer heating up, we thought a new cool look was just that the
doctor ordered.
Enjoy these three focused Call Center articles. Click on the book
images to read more about our featured communication series or
modules. | |
 |
Do
Not Call List | |
| By Lance
Winslow VI |
|
Call Center Industry
Rebuilds 
The Call
Center Industry is changing fast. Technology is advancing fast and
competition is getting fierce with less people to call on in the
Telemarketing Industry, especially with the FCC enforcing the standards of
the FTC "Do Not Call List." There have been massive layoffs in the Out
Bound Telemarketing business. Many telemarketing companies stayed in
business because they work for politicians campaigns or contract with the
major parties or PACs. Others have gone into the non-profit sector to
pitch for funds from donors as the non- profit sector is hard up for cash
as the economy makes it's U-Turn and taxi's onto the runway for a cleared
for take-off election year flight to 11,500.
|
|
Call Center Software | |
| By
Trevor Mulholland |
|
Your Tool of Choice
in Customer Relations 
The call
center represents your first line of communication with customers and
potential customers. Whether you choose to outsource this service or to
establish an in-company call center, this is one area in which quality is
paramount and cannot be compromised. Clients' questions and concerns need
to be dealt with courteously and effectively, and sales calls require
careful handling - as some members of the public have grown wary of
unsolicited calls due to the sheer bulk of such calls that they receive,
it is imperative that these interactions are the very embodiment of tact,
timing and effective communication. This is a tall order, but
increasingly, there is software available that is tailor made to fill it.
|
|
Customer Service and Call Center
Outsourcing | |
| By Erwin
Steneker |
|
What's The
Buzz? 
The buzz
is all about customer service and call center outsourcing, also known as
BPO (Business Process Outsourcing). According to Gartner, the outsourcing
market in Europe has grown with over 6%, BPO with 10%. The market for
offshore outsourcing (to low wage countries) is growing with a whopping
40% this year! However, the subject of outsourcing is not without
controversy. So what's it all about?
|
| |
 |
|
