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Call Center Tips
October 13, 2005
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Call Center Cafe has added a new BLOG! It has more great information for you and your call center. Read articles about Outsourcing, Performance and more. Check it out often for new articles...we are just getting started with the great information!

Call Center Cafe blog located on the web at: http://callcentercafe.com/blog.

Have a great weekend!

The Call Center Cafe Staff

Ok with the constant debate over call center outsourcing this article couldn’t have come at a better time. This will make some people smile while it will make others angry. But one thing is for sure it should get the debates going.

Here is a little but of the article. To read it in it’s entirety just click on the link below...

Offshore Call Centers: Time to Bring ‘em Home?

A number of firms, including AT&T’s home Internet group, are bringing overseas call centers back to the United States. The hoped for benefits did not materialize as expected and a customer backlash in some cases has made the ventures less than ideal. Organizations pursuing offshore outsourcing strategies must not forget to factor in customer service and compartmentalization of activities.
We recommend Video Professor!
TDS Metrocom, Wisconsin Internet Inc. and the Racine Technology Organization have created a charitable partnership with the Freedom Calls Foundation to provide care packages and live communication opportunities for area residents to connect with their loved ones serving overseas in the military.

Operation Freedom Calls and Wish List Collection will be launched on Thursday, Oct. 12, at10 a.m. at Wisconsin Internet Inc., 8332 Corporate Drive, Racine.

During the "Operation Freedom Calls" kickoff event, either a soldier currently serving in Iraq will visit with his/her family/friends, or a group of soldiers currently serving in Iraq will participate in a live question-and- answer session via the TDS Metrocom live, two-way video and audio hook-up.

Local companies and individuals are encouraged to make donations of phone cards, personal hygiene items and other necessities through the OFC collection drive. Once collected, the care packages will be assembled and sent to military personnel who are currently serving in Iraq.
Altitude Software, a leading independent contact centre solutions vendor, announced that Altitude Software solutions are in use by the top five call center outsourcing companies in Brazil (according to industry site callcenter.inf.br) by revenue and agent positions.

A recent report by market research firm e-consulting, found a 30% revenue growth in 2005, to 1, 7 Billion euros, in the Call Center Outsourcing industry, one of the highest growth industries in Brazil. Also a recent report by leading market reserach firm Datamonitor names Brazil as the fastest growing call center market in the world.

In Brazil since 1993, Altitude Software solutions are now in use by the majority of the top 10 call center outsourcing companies in Brazil (according to industry site callcenter.inf.br) by revenue and agent positions, including companies such as Contax, CSU, Dedic, Teleperformance. TMKT and Voxline. Altitude Software has an outstanding record in supplying contact centre service providers with specialised products and proven methodologies designed to drive a sound return on investment.

Altitude Software innovative business models enable contact center outsourcers to deliver the highest quality service to their customers without locking up business capital. Capital investment is brought in line with revenues. Control and reliability issues are non- existent because solutions remain installed on customer’s facilities. The flexibility and infra-structure independence of the Altitude uCI technology means that, as customers grow, the Altitude solution will grow with them.

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