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Outsourced Call Centres
 
02/11/2009
Customer service 'sets small firms apart'
Customer service is key for small businesses, a new study has suggested. Research from RatePoint fou ..more
30/10/2009
Baxi Group receives call centre honour
A Midlands-based consumer care complex has been recognised for its customer care. The Baxi Group's h ..more
29/10/2009
Tesco to launch new call centre
Tesco has announced that it will open a new call centre. The Newcastle-based consumer care complex w ..more
27/10/2009
Kwik Fit recruits call centre operators
Kwik Fit Insurance is taking on new call centre agents for its Lanarkshire base. The firm is looking ..more
23/10/2009
Welsh 'most likely to hang up on call centre agent'
Welsh consumers are the most likely to hang up on a call centre agent in frustration, a new study ha ..more
22/10/2009
Consumers opt for self-service
Consumers are increasingly turning towards self-service and chat, a new study has found.Research by ..more
21/10/2009
BCA bolsters call centre
British Car Auctions (BCA) has revealed investments made into its call centre. The consumer care com ..more
20/10/2009
Call centres 'not complying with fraud regulations'
Call centres could be putting customers at risk of fraud, a new study has suggested. Research from V ..more
16/10/2009
Broadband customers pay '£6m ringing call centres'
Broadband customers pay £6 million a year contacting their supplier's call centre, a new study ..more
14/10/2009
Firms 'putting emphasis on web-based service'
Companies are putting an increasing emphasis on their online customer service systems, a new study h ..more
14/10/2009
Call centre workers 'could be re-employed'
Around 200 call centre agents that lost their jobs earlier this year could be re-employed. TSC was f ..more
13/10/2009
Graduates 'turning to call centres'
Graduates in the UK are turning to call centres for employment, according to a source. The credit cr ..more
12/10/2009
F&C recognised for call centre efforts
A fund manager has been recognised for its levels of customer care. F&C Investments took a major ..more
09/10/2009
Leading firms use 'multi-channel service delivery'
Multiple service delivery channels are used by companies that provide effective customer service, a ..more
08/10/2009
Online consumers 'hit by customer service errors'
Many consumers making transactions online are affected by customer service errors, a new study has s ..more
08/10/2009
Richmond puts customer service plan in place
Richmond-upon-Thames Council has put a new initiative in place which aims to improve its customer se ..more
07/10/2009
Call centre agents using too many applications?
Customer service systems are not being implemented in a manner which satisfies consumers, call centr ..more
06/10/2009
Firms embracing flexible working
More and more businesses are putting flexible working systems in place, an expert has said. Alistair ..more
05/10/2009
Mobile VoIP 'can allow firms to have flexible workers'
The use of mobile VoIP can allow businesses to employ a flexible workforce, it has been suggested. H ..more
02/10/2009
Customers want 'knowledgeable call centre agents'
Consumers respond well to knowledgeable call centre staff that can deal with their queries. This is ..more
02/10/2009
Virtualisation growth driven by 'maturity'
The maturity of server virtualisation has played a part in its increasing popularity, an expert has ..more
01/10/2009
Firms without call centres 'missing out'
Call centres are the preferred choice for many consumers looking to purchase products from a supplie ..more
29/09/2009
36% of Brits 'unhappy with broadband customer service'
More than a third of broadband users are disappointed with their provider's customer care, a new stu ..more
28/09/2009
Police call centre honoured
Nottinghamshire Police has been recognised for the high standard of its call centres. The body was h ..more
25/09/2009
Large firms 'distinctly average' at good first impression
A new mystery shopping test has suggested that some FTSE companies may benefit from implementing out ..more
24/09/2009
Brits 'unhappy with energy company customer care'
A new study has shown that many Brits are unhappy with the customer care they have received from ene ..more
23/09/2009
Swinton seeking new call centre operators
An insurance firm has announced that it is looking to add new call centre workers to its team. Swint ..more
22/09/2009
Contact centre software delays 'can double budget'
Delays in the implementation of contact centre software can cause project costs to double, a new stu ..more
18/09/2009
81% 'happy with water company customer care'
More than eight out of ten consumers contacting water companies with problems are happy with the way ..more
17/09/2009
Identifying sales opportunities 'key for call centres'
Putting new systems in place that will help identify sales opportunities is a major issue for call c ..more
28/08/2009
Call centres: Workers 'spend one week in four on the phone'
A new study has shown that workers with small and medium-sized businesses spend one working week in ..more
26/08/2009
Call centres: Call Centre Expo set for workforce management talk
A major customer care event is taking place in the Midlands next month. On September 23rd and 24th t ..more
20/08/2009
Call centres: Speech analytics 'can extract maximum information from calls'
New technology is being trialled that allows businesses to use speech analytics solutions in their c ..more
19/08/2009
Call centres: Firms must consider inbound call centres
Companies should consider using inbound call centres when their current resources cannot cope with t ..more
19/08/2009
Call centres: Contact centres rolling out entrepreneurship
Call centres need to give emphasis to the quality of entrepreneurship to overcome the effects of the ..more
18/08/2009
Call centres: International Contact Centre Week to be held
A series of events are to be held celebrating the role of call centres and the people who work withi ..more
28/07/2009
Call centres: Insurance customers 'prefer UK call centres'
Insurance consumers prefer UK-based call centres, a new study has suggested. According to a YouGov s ..more
22/07/2009
Call centre: National Rail to outsource call centre
National Rail is outsourcing its call centre operations, it has been revealed. The British firm will ..more
09/07/2009
Call centre: Council outsourcers call centre
A local authority has unveiled a new plan to help improve customer service. Wycombe District Council ..more
26/06/2009
Call centres: Outsourced call centres 'must be managed properly'
Business functions that are outsourced, such as call centres, must be managed properly if they are t ..more
25/06/2009
IT outsourcing in call centres 'on the increase'
New research has found that IT outsourcing in call centres is on the increase due to budget constrai ..more
24/06/2009
Call centres: Cloud computing allows scalability of software
One of the key benefits of using cloud computing for call centre software is its scalability, a new ..more
24/06/2009
Call centres: Firms urged to put contact centre staff up for awards
Companies with call centres in the north east are being urged to put themselves forward for a number ..more
23/06/2009
Call centres: Firms 'using open source CRM'
Companies are increasingly requiring their call centre staff to work using open source customer rela ..more
22/06/2009
Call centres: Robot technology 'could see rise in UK call centres'
New technology could bring offshore call centres back to the UK, a company has claimed.Artingence re ..more
22/06/2009
Call centres: Contact centre outsourcing 'to increase this year'
Business process outsourcing such as moving call centres out of house is set to increase in the next ..more
19/06/2009
Call centres: SME call centres 'could see boost from SaaS technologies'
One of the key advantages to rolling out software-as-a-service (SaaS) technologies in call centres i ..more
12/06/2009
Call centres: Home-working call centre staff 'more productive'
Home-based operatives providing call centre services are more likely to be more productive than thei ..more
09/06/2009
Call Centres: Outsourcing 'profitable despite downturn'
There has been strong demand in outsourced customer care facilities despite the recession, the lates ..more
05/06/2009
Call centres: Thousands of call centre jobs 'available'
Thousands of new UK call centre jobs are currently being advertised, according to a source. An estim ..more
16/03/2009
Call Centres' Medical firms 'not outsourcing'
Medical firms are not outsourcing when it comes to contact centres, the latest research has suggeste ..more
06/03/2009
Call Centres: Call centre staff can study for NVQs
Call centre staff for Late Rooms are being offered the chance to work towards NVQ qualifications.Bos ..more
06/03/2009
Call Centres: Kia uses call centre to boost fleet sales
A call centre has helped Kia to back up its deals, taking inbound and making outbound calls to help ..more
15/01/2009
Hosted centres 'improve functionality'
Hosted call centre solutions can offer lower costs and improved performance, the latest research has ..more
04/12/2008
Two Wins for Direct Response
Two contact centre professionals from a London telecoms company have won prestigious awards in this ..more
02/09/2008
More e-commerce opportunities for call centres
Business telecoms technology has resulted in increased opportunities for flexible working conditions ..more
21/08/2008
Call centre staff 'could use CRM more productively'
Call centre staff could use customer relationship management (CRM) investments more efficiently, a n ..more
20/08/2008
'Customers confident' in new speech recognition technology
An automated speech recognition solution trialled by the National Blood Service (NBS) has been appla ..more
19/08/2008
VoIP a 'cost effective call centre solution'
Voice over Internet Protocol (VoIP) technology could be a solution that may lead to potentially redu ..more
18/08/2008
High street staff 'to handle contact centre bookings'
TUI Travel's high street agents are to take on all bookings from customers in their local areas, it ..more
01/08/2008
Royal Mail 'boosts call centre efficiency'
Efficiency has been boosted at the Royal Mail's call centre since its new web-based customer service ..more
24/06/2008
'Important to be aware of data back-up systems'
It is important for companies with call centres to be aware of data back-up systems which can help t ..more
20/06/2008
Incoming communications 'a factor in voice disaster recovery'
Voice disaster recovery services should incorporate incoming calls as well as outgoing calls, accord ..more
20/06/2008
Disaster recovery 'crucial' as call centres shift to IP
The growing adoption of internet protocol (IP)-based technologies in call centres pushes disaster re ..more
06/06/2008
Police force contact centres 'could be improved'
A survey recording the level of public service of police forces around the country has been released ..more
05/06/2008
IT issues 'affect call centre productivity'
Call centre staff are being hindered in their attempts to deal with enquiries by time-consuming IT i ..more
03/06/2008
Research to reveal views of call centre agents
Call centre consultancy services company Sabio will soon be unveiling research conducted by YouGov, ..more
30/05/2008
Outsourcing call centres 'can reduce costs'
Consultants have produced research showing companies can reduce the costs running call centres by ou ..more
30/05/2008
Executive advises call centre monitoring changes
Service providers could improve customer experiences by changing the way they monitor call centre su ..more
29/05/2008
Call centre waiting times 'longer'
Customers are having to wait longer to have their phone calls answered by call centre staff then the ..more
20/05/2008
Voice disaster recovery 'should be integrated with other risk management processes'
Risk management initiatives, such as voice and disaster recovery services, should be specific to a c ..more
20/05/2008
New study highlights call centre issues
A new study aims to highlight the key concerns facing contact centre agents in the UK, it has emerge ..more
14/05/2008
'Strong leadership needed' in call centres
Low morale and low profits are two of the risks faced by call centre managers who do not take a firm ..more
12/05/2008
Call centre IT support 'on the increase'
IT service desks are increasingly using phone-based call centres to provide support, a new report in ..more
06/05/2008
Flexible working 'must be delivered'
Companies must practice what they preach when it comes to flexible working, a gender specialist at t ..more
01/05/2008
New CRM standard established
Customer relationship management (CRM) can deliver cost savings to call centres and other businesses ..more
01/05/2008
Flexible working in call centres 'must be effectively integrated'
The benefits of homeworking and other flexible call centre employment practices could be cancelled o ..more
01/05/2008
Call centres 'could develop regional sensitivity'
A new study is attempting to improve the regional accent recognition of automated call centre system ..more
30/04/2008
Crime stopping call centre 'approaching millionth call'
The call centre operated by Crimestoppers is expecting its millionth phone call this month, a new re ..more
30/04/2008
Call centre homeworking 'good for social inclusion'
Call centres that offer flexible working solutions may help create jobs in socially excluded communi ..more
25/04/2008
Hosted call centre seats 'to grow'
Growth of between 20 and 25 per cent in hosted call centre seats is expected to take place this year ..more
23/04/2008
Call centres 'should try remote working'
UK call centres may find the ideal opportunity to experiment with flexible working practices next mo ..more
21/04/2008
Call centres 'set to diversify'
The range of telecommunications methods employed by call centres must diversify in order to keep up ..more
18/04/2008
Employees and employers 'benefit from homeworking'
Remote working can be a good thing for workers and the companies that employ them, one sector practi ..more
17/04/2008
Sales success 'could be enhanced through remote working'
Remote working could enable sales staff to increase their success rate, a new report has assertedAn ..more
16/04/2008
Homeworking 'an option for many thanks to telecoms advances'
Telecommunications advances have enabled a growing number of business sectors to embrace flexible wo ..more
14/04/2008
New call centre 'could save council officers time'
A new customer call centre in Wokingham is being introduced to help residents with frequently asked ..more
14/04/2008
Consolidated call centres 'can lower costs'
Call centres may find their costs lowered through a consolidated approach to infrastructure, it has ..more
11/04/2008
Call centres 'could benefit from remote working'
Enabling call centre agents to work from home could boost the sector's flexibility, it has been clai ..more
11/04/2008
Brits 'want more from their call centres'
British customers expect more from their call centres than their overseas counterparts, it has emerg ..more
07/04/2008
Call centre details on product pages 'a good idea'
Including details of call centre contact numbers on product pages could reportedly boost e-commerce ..more
04/04/2008
Legacy system 'may be a barrier'
Ageing legacy information systems could well represent a barrier to growth for retailers, a new stud ..more
04/04/2008
Call centres 'could face crackdown'
UK call centre operations could face a crackdown by the Financial Services Authority (FSA) and Phone ..more
03/04/2008
Call centres 'can be good for e-commerce'
Online shoppers should be given the opportunity to discuss their purchase with a call centre agent, ..more
01/04/2008
North Wales GPs 'to assist patients with call centres'
Call centres are being used to help GP surgeries in north Wales extend their services out of hours, ..more
18/03/2008
IT "critical" to BPO
Business process outsourcing (BPO) decision makers are failing to understand the "critical" ..more
18/03/2008
£21m raised by UK call centres
British call centres helped raise £21 million for Sport Relief last weekend, it has emerged.Acc ..more
17/03/2008
Call centre staff recruited for charity event
Call centres were invited to take part in a UK charity fundraising event last weekend.Sport Relief - ..more
13/03/2008
Call centres recruited for research project
Call centres with more than ten workers are being asked to help research for the UK Contact Centre O ..more
11/03/2008
Systems and processes 'ensure customer service success'
Establishing the right working processes and systems is vital if companies are to please their custo ..more
11/03/2008
Call centres 'can boost corporate image'
A good call centre can be a vital way for a business to enhance its image with potential customers, ..more
04/03/2008
Brits bemoan ineffective service
UK consumers receive the worst customer service in Europe, according to a new study.Research from Or ..more
03/03/2008
New taping rules from FSA
New regulations regarding the sale of equities, bonds and derivatives have been published by the Fin ..more
28/02/2008
Managers 'should not simply pay lip-service to the customer experience
Corporate executives who claim to be committed to the consumer experience have been reminded to 'wal ..more
28/02/2008
Hosted contact centre market 'has matured'
Increased maturity is evident in the hosted contact centre market, it has been claimed.New research ..more
27/02/2008
UK firms 'need help embracing unified telecoms'
British businesses are finding it difficult to understand unified telecommunications, it has been cl ..more
25/02/2008
Next-generation outsourcing should incorporate risk management
Outsourcing in the 21st century is rewarding, but brings with it very specific risk management chall ..more
21/02/2008
Home-based positions 'can improve work-life balance'
Working from home can afford people a better work-life balance, according to one industry expert.Mic ..more
19/02/2008
Majority 'happy with banks' customer service'
Most UK consumers are pleased with the customer service they receive when they visit a branch of the ..more
15/02/2008
SBCs 'key' to VoIP call centre security in 2008
Session border controllers (SBCs) could be the solution to security threats in voice over internet p ..more
15/02/2008
Outsourced call centres 'offer a variety of benefits'
The technology and telecoms sectors have been the most active in terms of outsourcing, one expert ha ..more
14/02/2008
Collaborative contact centres 'foster better performance'
Call centre workers who develop personal relationships tend to improve their professional performanc ..more
13/02/2008
Call centre agents 'being trained in complaint handling'
Staff training schemes are helping call centre agents deal with customer complaints, it has been not ..more
11/02/2008
Local authorities 'should improve telecommunications'
Local authorities are lagging behind commercial call centres in the field of customer service, a new ..more
07/02/2008
Call centre staff 'could get degrees'
Call centres could incorporate staff training into its human resources management, it has been claim ..more
06/02/2008
Utilities firms 'should improve telecommunications service'
Companies in the utilities sector should improve the customer service offered through their call cen ..more
01/02/2008
Customer service 'a priority' for local authorities
Local authorities in the UK are focusing increasingly on customer service, a new study suggests.A su ..more
31/01/2008
Data protection 'important for company finances'
Companies need to streamline their data protection strategies in order to safeguard their finances, ..more
30/01/2008
Proactive customer service 'sustains outbound call volume'
The volume of outbound calls being made from contact centres remains high, according to a new report ..more
25/01/2008
Call centre telecommunications 'help businesses switch'
Businesses looking to switch service providers can take advantage of outsourced call centre solution ..more
23/01/2008
Speech self-service 'to be adopted by best-in-class contact centres'
Contact centres in best-in-class companies look set to prioritise speech self service increasingly t ..more
21/01/2008
Study: CRM outsourcing achieves European growth
Customer relationship management (CRM) outsourcing grew in Europe between 2006 and 2007, according t ..more
18/01/2008
Holistic security solutions 'increasingly favoured by firms'
Physical security is being integrated with IT solutions by a growing number of best-in-class organis ..more
14/01/2008
Disaster recovery plans 'need to be long term'
Business continuity plans tend not to extend beyond one week, a new study suggests.A survey of more ..more
11/01/2008
Growth forecast for UK call centres
UK contact centres are to experience 14 per cent growth over the next four years, a new forecast pre ..more
10/01/2008
North-east call centres 'can still grow'
There is still room for more call centres in the north-east, according to several operators in the r ..more
18/12/2007
Outsourcing 'favoured by best-in-class firms'
Business process outsourcing can help companies cut costs and streamline operations, according to a ..more
30/11/2007
Awareness of business continuity 'has grown'
UK businesses have become more aware of the importance of business continuity over the last two year ..more
27/11/2007
Outsourcing said to improve "core competencies"
Outsourcing customer services processes gives companies the opportunity to focus on their main speci ..more
26/11/2007
Small businesses 'fail to prioritise risk management'
Smaller firms are not thinking enough about contingency planning, it has been claimed.According to t ..more
26/11/2007
Communication 'the key to successful outsourcing'
One of the most important aspects of a good outsourcing relationship is good communication, it has b ..more
16/11/2007
Green issues 'high on the contact centre agenda'
A growing number of contact centres are actively attempting to improve their environmental performan ..more
15/11/2007
Staff continuity 'crucial to successful outsourcing'
The key to successful outsourcing lies in acknowledging the benefits of staff continuity, a new repo ..more
09/11/2007
Best-in-class firms 'measure performance with contact centre data'
More than half of best-in-class firms use data gathered from contact centres to monitor their perfor ..more
05/11/2007
BSI specification 'to help disaster recovery plans'
The recently published specification for business continuity from the British Standards Institute (B ..more
02/11/2007
Contact centres 'implementing performance-improving strategies'
Customer service organisations are beginning to implement strategies to optimise the value of each t ..more
29/10/2007
Firms 'could save thousands' with savvy sorries
British businesses could improve their customer retention and save millions of pounds by issuing mor ..more
26/10/2007
Firms 'turn to outsourcing to avoid network downtime'
Businesses are turning to outsourcing in a bid to avoid network downtime, according to a new study.C ..more
26/10/2007
Call centre security 'helped by multi-factor authentication'
Multi-factor authentication could be the key to call centre fraud prevention, a new report suggests. ..more
25/10/2007
Offshoring 'a less emotive issue'
The basing of contact centre services offshore is not such a pressing industry issue as it was a few ..more
24/10/2007
Support services 'driving outsourcing boom'
Helpdesk and support services were key drivers of an outsourcing boom on the second quarter, it has ..more
24/10/2007
Contact centres 'need clarification on noise laws'
UK contact centres need more support in how to implement a policy regarding the EU's Noise at Work l ..more
22/10/2007
BPO 'offers firms efficiency and financial benefits'
Business-processing outsourcing (BPO) should be attractive to firms because of the efficiency and co ..more
19/10/2007
Outsourcing is "recession-proof"
Demand for outsourcing remains strong, new research shows.According to EquaTerra's 3Q07 Outsourcing ..more
18/10/2007
Outsourced call centres 'being re-exported' to Europe
Call centre operations that in recent years may have been outsourced to India are being re-exported ..more
15/10/2007
Lloyds TSB 'to create 150 more jobs at Glasgow centre'
Some 150 new jobs are available at Lloyds TSB's Glasgow call centre, the company has reportedly anno ..more
11/10/2007
Vodafone redirects Auckland calls to Egypt centre
Vodafone is to transfer Auckland work to a call centre based in Egypt, it has emerged.Some 15,000 to ..more
11/10/2007
Company touts call centre investment
Gulf Air - recently named the operator of the best call centre in the Middle East - discussed the em ..more
09/10/2007
Specialisation emphasised at conference
Increased business specialisation is one of the key challenges for contact centre operators, industr ..more
08/10/2007
Somerset police may outsource routine enquiries to India call centre
Police authorities in Somerset may be able to outsource to private companies under new rules that co ..more
05/10/2007
Rics chooses IP telephony for new call centre
The Royal Institution of Chartered Surveyors (Rics) is implementing a new internet protocol-based te ..more
28/09/2007
Speech technology could revolutionise call centres
New speech recognition and text-to-speech technology could revolutionise the way that call centres o ..more
28/09/2007
New call centre for Gloucestershire
A new call centre is set to open in Gloucestershire, as London General Insurance (LGI) continues the ..more
28/09/2007
Trend towards call centre home-working
New technology means that basing call centre workers at home is becoming an increasingly mainstream ..more
27/09/2007
Call centres must be ready for new technology
Call centre users are increasingly making use of newer communications technologies such as mobile ph ..more
27/09/2007
'Shorter waiting times' for call centres
Over half of British contact centre customers have identified shorter waiting times as the most impo ..more
27/09/2007
Hitachi opens new UK call centre
Hitachi has opened a new call centre in the UK, from which the technology company intends to better ..more
27/09/2007
Call centres to help direct traffic
Satellite navigation specialist Trafficmaster is about to launch a new SmartNav service in the UK wh ..more
24/09/2007
New UK call centre to create 450 jobs
A new call centre is opening in Londonderry that will create 450 jobs.The centre has been opened in ..more
21/09/2007
Direct Response: Revolution in "call centre culture"
"Call centre culture" is changing to engage with the wants and needs of consumers, replaci ..more
21/09/2007
UK call centre voted best in the world
The UK now officially provides the best call centre service in the world, with a call centre in Clyd ..more
21/09/2007
Nationwide to use more UK call centres
High street building society Nationwide announced on Tuesday that it plans to further expand its cal ..more
20/09/2007
Consumers want call centres based in the UK
An overwhelming majority of people in the UK would prefer their calls to be handled by a call centre ..more
 

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