July 14, 2006 
 Call Center Industry Reactions
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 Offshore This!
 Reactions to Foreign Customer Service

So, I call my telephone company and someone picks up 15,000 miles away. I asked the rep where she's from. She said, “I am from Mary-Land sir. How may I give you excellent service today?” The accent was -- American, in a high society 19th century ultra- polite sort of way.

“Mary Land?” My brain's editing booth could not screen the snickers in time.

“Yes sir, this is correct sir.” She pushed to the next level. “Yes, Mary Land, sir, on thee eastern seaboard. How may I give you excellent service?”

“The eastern seaboard?” Now laughing out loud.

“Yes sir, on thee eastern seaboard of thee United States. May I give you excellent service today?”

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 Worldwide Call Center Performance
 India most profitable, but also most subject to absenteeism and turnover

The results of a new call center survey from Callcentres.net, which conducted the relevant research on behalf of Aspect Software, show that Indian call centers are increasing in profitability faster than counterparts in other Asian countries, but that India is plagued by absenteeism, high turnover, and weaker performance.

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 ACCE
 Third Annual Call Center Exhibition

The third Annual Call Center Exhibition featuring the Knowledge Exchange Conference is returning to the Washington State Convention Center in Seattle, Washington from September 11-13th, 2006.Over the past two years, ACCE attendees have deemed ACCE as the place for quality education that impacts! Check out the valuable educational opportunities and more at www.ACCEicmi.com.

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