press-category.aspx?cat=438011278This is the Direct Response : Outsourced Call Centres News feedCustomer service is key for small businesses, a new study has suggested.Customer-service-sets-small-firms-apart--438011278-19437207.aspxMon, 02 Nov 2009 08:00:00 GMTA Midlands-based consumer care complex has been recognised for its customer care.Baxi-Group-receives-call-centre-honour-438011278-19434622.aspxFri, 30 Oct 2009 08:55:43 GMTTesco has announced that it will open a new call centre.Tesco-to-launch-new-call-centre-438011278-19430956.aspxThu, 29 Oct 2009 08:00:00 GMTKwik Fit Insurance is taking on new call centre agents for its Lanarkshire base.Kwik-Fit-recruits-call-centre-operators-438011278-19427783.aspxTue, 27 Oct 2009 08:48:46 GMTWelsh consumers are the most likely to hang up on a call centre agent in frustration, a new study has found.Welsh-most-likely-to-hang-up-on-call-centre-agent-438011278-19423136.aspxFri, 23 Oct 2009 08:46:21 GMTConsumers are increasingly turning towards self-service and chat, a new study has found.Consumers-opt-for-self-service-438011278-19420854.aspxThu, 22 Oct 2009 09:11:24 GMTBritish Car Auctions (BCA) has revealed investments made into its call centre.BCA-bolsters-call-centre-438011278-19418615.aspxWed, 21 Oct 2009 09:03:07 GMTCall centres could be putting customers at risk of fraud, a new study has suggested.Call-centres-not-complying-with-fraud-regulations-438011278-19416351.aspxTue, 20 Oct 2009 09:00:29 GMTBroadband customers pay £6 million a year contacting their supplier's call centre, a new study has found.Broadband-customers-pay-£6m-ringing-call-centres-438011278-19412026.aspxFri, 16 Oct 2009 08:51:34 GMTCompanies are putting an increasing emphasis on their online customer service systems, a new study has suggested.Firms-putting-emphasis-on-web-based-service-438011278-19407698.aspxWed, 14 Oct 2009 09:17:39 GMTAround 200 call centre agents that lost their jobs earlier this year could be re-employed.Call-centre-workers-could-be-re-employed-438011278-19407695.aspxWed, 14 Oct 2009 09:17:16 GMTGraduates in the UK are turning to call centres for employment, according to a source.Graduates-turning-to-call-centres-438011278-19405445.aspxTue, 13 Oct 2009 08:56:32 GMTA fund manager has been recognised for its levels of customer care.FC-recognised-for-call-centre-efforts-438011278-19403198.aspxMon, 12 Oct 2009 09:03:45 GMTMultiple service delivery channels are used by companies that provide effective customer service, a new report has suggested.Leading-firms-use-multi-channel-service-delivery-438011278-19400939.aspxFri, 09 Oct 2009 09:02:46 GMTMany consumers making transactions online are affected by customer service errors, a new study has suggested.Online-consumers-hit-by-customer-service-errors-438011278-19398684.aspxThu, 08 Oct 2009 08:52:54 GMTRichmond-upon-Thames Council has put a new initiative in place which aims to improve its customer service performance.Richmond-puts-customer-service-plan-in-place-438011278-19398683.aspxThu, 08 Oct 2009 08:52:31 GMTCustomer service systems are not being implemented in a manner which satisfies consumers, call centre workers or companies, a new study has suggested.Call-centre-agents-using-too-many-applications-438011278-19396408.aspxWed, 07 Oct 2009 08:52:11 GMTMore and more businesses are putting flexible working systems in place, an expert has said.Firms-embracing-flexible-working-438011278-19394135.aspxTue, 06 Oct 2009 08:56:34 GMTThe use of mobile VoIP can allow businesses to employ a flexible workforce, it has been suggested.Mobile-VoIP-can-allow-firms-to-have-flexible-workers-438011278-19391920.aspxMon, 05 Oct 2009 09:07:42 GMTConsumers respond well to knowledgeable call centre staff that can deal with their queries.Customers-want-knowledgeable-call-centre-agents-438011278-19389734.aspxFri, 02 Oct 2009 08:54:08 GMTThe maturity of server virtualisation has played a part in its increasing popularity, an expert has said.Virtualisation-growth-driven-by-maturity-438011278-19389732.aspxFri, 02 Oct 2009 08:53:35 GMTCall centres are the preferred choice for many consumers looking to purchase products from a supplier, a new study has shown.Firms-without-call-centres-missing-out-438011278-19387520.aspxThu, 01 Oct 2009 08:47:12 GMTMore than a third of broadband users are disappointed with their provider's customer care, a new study has shown.36-of-Brits-unhappy-with-broadband-customer-service-438011278-19382823.aspxTue, 29 Sep 2009 09:05:19 GMTNottinghamshire Police has been recognised for the high standard of its call centres.Police-call-centre-honoured-438011278-19380458.aspxMon, 28 Sep 2009 09:00:14 GMTA new mystery shopping test has suggested that some FTSE companies may benefit from implementing outsourced call centres.Large-firms-distinctly-average-at-good-first-impression-438011278-19378348.aspxFri, 25 Sep 2009 09:21:07 GMTA new study has shown that many Brits are unhappy with the customer care they have received from energy companies.Brits-unhappy-with-energy-company-customer-care-438011278-19376085.aspxThu, 24 Sep 2009 08:59:56 GMTAn insurance firm has announced that it is looking to add new call centre workers to its team.Swinton-seeking-new-call-centre-operators-438011278-19373803.aspxWed, 23 Sep 2009 09:01:53 GMTDelays in the implementation of contact centre software can cause project costs to double, a new study has suggested.Contact-centre-software-delays-can-double-budget-438011278-19371621.aspxTue, 22 Sep 2009 08:47:34 GMTMore than eight out of ten consumers contacting water companies with problems are happy with the way their issue was handled, a new study has revealed.81-happy-with-water-company-customer-care-438011278-19367298.aspxFri, 18 Sep 2009 09:09:37 GMTPutting new systems in place that will help identify sales opportunities is a major issue for call centres, a new study has shown.Identifying-sales-opportunities-key-for-call-centres-438011278-19365128.aspxThu, 17 Sep 2009 09:09:48 GMTA new study has shown that workers with small and medium-sized businesses spend one working week in every four dealing with calls.Call-centres-Workers-spend-one-week-in-four-on-the-phone-438011278-19336155.aspxFri, 28 Aug 2009 08:56:24 GMTA major customer care event is taking place in the Midlands next month.Call-centres-Call-Centre-Expo-set-for-workforce-management-talk-438011278-19330891.aspxWed, 26 Aug 2009 08:53:59 GMTNew technology is being trialled that allows businesses to use speech analytics solutions in their contact centres.Call-centres-Speech-analytics-can-extract-maximum-information-from-calls-438011278-19321532.aspxThu, 20 Aug 2009 09:10:02 GMTCompanies should consider using inbound call centres when their current resources cannot cope with the number of queries and requests they receive, a commentator asserts.Call-centres-Firms-must-consider-inbound-call-centres-438011278-19319225.aspxWed, 19 Aug 2009 09:05:11 GMTCall centres need to give emphasis to the quality of entrepreneurship to overcome the effects of the recession, new research suggests.Call-centres-Contact-centres-rolling-out-entrepreneurship--438011278-19319222.aspxWed, 19 Aug 2009 09:04:31 GMTA series of events are to be held celebrating the role of call centres and the people who work within them.Call-centres-International-Contact-Centre-Week-to-be-held-438011278-19316953.aspxTue, 18 Aug 2009 09:02:34 GMTInsurance consumers prefer UK-based call centres, a new study has suggested.Call-centres-Insurance-customers-prefer-UK-call-centres-438011278-19284044.aspxTue, 28 Jul 2009 08:56:38 GMTNational Rail is outsourcing its call centre operations, it has been revealed.Call-centre-National-Rail-to-outsource-call-centre-438011278-19275805.aspxWed, 22 Jul 2009 08:57:01 GMTA local authority has unveiled a new plan to help improve customer service.Call-centre-Council-outsourcers-call-centre-438011278-19257017.aspxThu, 09 Jul 2009 08:27:40 GMTBusiness functions that are outsourced, such as call centres, must be managed properly if they are to be successful, an expert asserts.Call-centres-Outsourced-call-centres-must-be-managed-properly-438011278-19237468.aspxFri, 26 Jun 2009 09:00:00 GMTNew research has found that IT outsourcing in call centres is on the increase due to budget constraints.IT-outsourcing-in-call-centres-on-the-increase-438011278-19235319.aspxThu, 25 Jun 2009 09:05:44 GMTOne of the key benefits of using cloud computing for call centre software is its scalability, a new report suggests.Call-centres-Cloud-computing-allows-scalability-of-software-438011278-19233099.aspxWed, 24 Jun 2009 08:43:04 GMTCompanies with call centres in the north east are being urged to put themselves forward for a number of awards at a ceremony recognising achievements in this area.Call-centres-Firms-urged-to-put-contact-centre-staff-up-for-awards-438011278-19233098.aspxWed, 24 Jun 2009 08:42:34 GMTCompanies are increasingly requiring their call centre staff to work using open source customer relationship management (CRM) applications, an expert asserts.Call-centres-Firms-using-open-source-CRM-438011278-19230916.aspxTue, 23 Jun 2009 08:50:48 GMTNew technology could bring offshore call centres back to the UK, a company has claimed.Call-centres-Robot-technology-could-see-rise-in-UK-call-centres-438011278-19228815.aspxMon, 22 Jun 2009 08:57:58 GMTBusiness process outsourcing such as moving call centres out of house is set to increase in the next 12 months, a new report suggests.Call-centres-Contact-centre-outsourcing-to-increase-this-year-438011278-19228814.aspxMon, 22 Jun 2009 08:57:41 GMTOne of the key advantages to rolling out software-as-a-service (SaaS) technologies in call centres is the ability to use advances that require a large scale, an expert asserts.Call-centres-SME-call-centres-could-see-boost-from-SaaS-technologies-438011278-19226570.aspxFri, 19 Jun 2009 08:49:21 GMTHome-based operatives providing call centre services are more likely to be more productive than their colleagues, an expert asserts.Call-centres-Home-working-call-centre-staff-more-productive-438011278-19215672.aspxFri, 12 Jun 2009 09:00:07 GMTThere has been strong demand in outsourced customer care facilities despite the recession, the latest research has suggested.Call-Centres-Outsourcing-profitable-despite-downturn-438011278-19208900.aspxTue, 09 Jun 2009 09:03:32 GMTThousands of new UK call centre jobs are currently being advertised, according to a source.Call-centres-Thousands-of-call-centre-jobs-available-438011278-19204244.aspxFri, 05 Jun 2009 08:54:02 GMTMedical firms are not outsourcing when it comes to contact centres, the latest research has suggested.Call-Centres-Medical-firms-not-outsourcing-438011278-19074648.aspxMon, 16 Mar 2009 08:59:34 GMTCall centre staff for Late Rooms are being offered the chance to work towards NVQ qualifications.Call-Centres-Call-centre-staff-can-study-for-NVQs-438011278-19060603.aspxFri, 06 Mar 2009 09:01:54 GMTA call centre has helped Kia to back up its deals, taking inbound and making outbound calls to help the sales team.Call-Centres-Kia-uses-call-centre-to-boost-fleet-sales-438011278-19060599.aspxFri, 06 Mar 2009 09:01:31 GMTHosted call centre solutions can offer lower costs and improved performance, the latest research has suggested.Hosted-centres-improve-functionality-438011278-18974178.aspxThu, 15 Jan 2009 08:45:03 GMTTwo contact centre professionals from a London telecoms company have won prestigious awards in this year’s CallScripter Annual Awards Ceremony.Two-Wins-for-Direct-Response-438011278-dr36.aspxThu, 04 Dec 2008 11:55:00 GMTBusiness telecoms technology has resulted in increased opportunities for flexible working conditions, it has been claimed.More-e-commerce-opportunities-for-call-centres-438011278-18760620.aspxTue, 02 Sep 2008 16:42:24 GMTCall centre staff could use customer relationship management (CRM) investments more efficiently, a new publication has suggested.Call-centre-staff-could-use-CRM-more-productively-438011278-18744035.aspxThu, 21 Aug 2008 16:12:41 GMTAn automated speech recognition solution trialled by the National Blood Service (NBS) has been applauded by callers to the group's contact centre.Customers-confident-in-new-speech-recognition-technology-438011278-18740694.aspxWed, 20 Aug 2008 11:13:15 GMTVoice over Internet Protocol (VoIP) technology could be a solution that may lead to potentially reduced costs for call centres, a writer for Inside CRM asserted.VoIP-a-cost-effective-call-centre-solution-438011278-18739952.aspxTue, 19 Aug 2008 17:28:54 GMTTUI Travel's high street agents are to take on all bookings from customers in their local areas, it has been reported.High-street-staff-to-handle-contact-centre-bookings-438011278-18736715.aspxMon, 18 Aug 2008 14:37:32 GMTEfficiency has been boosted at the Royal Mail's call centre since its new web-based customer serviced debuted earlier this summer.Royal-Mail-boosts-call-centre-efficiency-438011278-18713330.aspxFri, 01 Aug 2008 17:47:49 GMTIt is important for companies with call centres to be aware of data back-up systems which can help them recover in the event of a natural disaster, it has been claimed.Important-to-be-aware-of-data-back-up-systems-438011278-18653312.aspxTue, 24 Jun 2008 15:35:34 GMTVoice disaster recovery services should incorporate incoming calls as well as outgoing calls, according to new advice.Incoming-communications-a-factor-in-voice-disaster-recovery-438011278-18648757.aspxFri, 20 Jun 2008 15:07:02 GMTThe growing adoption of internet protocol (IP)-based technologies in call centres pushes disaster recovery to the top of the agenda, a new report asserts.Disaster-recovery-crucial-as-call-centres-shift-to-IP-438011278-18648754.aspxFri, 20 Jun 2008 15:06:02 GMTA survey recording the level of public service of police forces around the country has been released by the National Policing Improvement Agency (NPIA), with the results suggesting that more could be done to improve their contact centres.Police-force-contact-centres-could-be-improved-438011278-18628179.aspxFri, 06 Jun 2008 16:53:03 GMTCall centre staff are being hindered in their attempts to deal with enquiries by time-consuming IT issues, according to a new study.IT-issues-affect-call-centre-productivity-438011278-18625681.aspxThu, 05 Jun 2008 15:33:36 GMTCall centre consultancy services company Sabio will soon be unveiling research conducted by YouGov, which focuses on the views of call centre agents.Research-to-reveal-views-of-call-centre-agents-438011278-18621360.aspxTue, 03 Jun 2008 15:20:37 GMTConsultants have produced research showing companies can reduce the costs running call centres by outsourcing or even moving them abroad.Outsourcing-call-centres-can-reduce-costs--438011278-18617512.aspxFri, 30 May 2008 17:02:46 GMTService providers could improve customer experiences by changing the way they monitor call centre success, one executive says.Executive-advises-call-centre-monitoring-changes-438011278-18617504.aspxFri, 30 May 2008 17:01:59 GMTCustomers are having to wait longer to have their phone calls answered by call centre staff then they were a decade ago, according to new research from Dimension Data.Call-centre-waiting-times-longer-438011278-18615155.aspxThu, 29 May 2008 16:41:39 GMTRisk management initiatives, such as voice and disaster recovery services, should be specific to a company's needs, a new report highlights.Voice-disaster-recovery-should-be-integrated-with-other-risk-management-processes-438011278-18601451.aspxTue, 20 May 2008 14:00:10 GMTA new study aims to highlight the key concerns facing contact centre agents in the UK, it has emerged.New-study-highlights-call-centre-issues-438011278-18601446.aspxTue, 20 May 2008 13:58:35 GMTLow morale and low profits are two of the risks faced by call centre managers who do not take a firm approach to the administration of their facility, it has been claimed.Strong-leadership-needed-in-call-centres-438011278-18593465.aspxWed, 14 May 2008 15:49:51 GMTIT service desks are increasingly using phone-based call centres to provide support, a new report indicates.Call-centre-IT-support-on-the-increase-438011278-18588507.aspxMon, 12 May 2008 11:34:49 GMTCompanies must practice what they preach when it comes to flexible working, a gender specialist at the British Computer Society (BCS) has said.Flexible-working-must-be-delivered-438011278-18580592.aspxTue, 06 May 2008 13:35:40 GMTCustomer relationship management (CRM) can deliver cost savings to call centres and other businesses, a new initiative highlights.New-CRM-standard-established-438011278-18576742.aspxThu, 01 May 2008 14:16:03 GMTThe benefits of homeworking and other flexible call centre employment practices could be cancelled out if such strategies are not effectively integrated with other aspects of business, a new report warns.Flexible-working-in-call-centres-must-be-effectively-integrated-438011278-18576738.aspxThu, 01 May 2008 14:15:21 GMTA new study is attempting to improve the regional accent recognition of automated call centre systems.Call-centres-could-develop-regional-sensitivity-438011278-18576733.aspxThu, 01 May 2008 14:14:33 GMTThe call centre operated by Crimestoppers is expecting its millionth phone call this month, a new report observes.Crime-stopping-call-centre-approaching-millionth-call-438011278-18574381.aspxWed, 30 Apr 2008 12:55:35 GMTCall centres that offer flexible working solutions may help create jobs in socially excluded communities, one industry figure has claimed.Call-centre-homeworking-good-for-social-inclusion-438011278-18574379.aspxWed, 30 Apr 2008 12:54:41 GMTGrowth of between 20 and 25 per cent in hosted call centre seats is expected to take place this year, a new report indicates.Hosted-call-centre-seats-to-grow-438011278-18568060.aspxFri, 25 Apr 2008 12:14:25 GMTUK call centres may find the ideal opportunity to experiment with flexible working practices next month, a new report claims.Call-centres-should-try-remote-working-438011278-18564172.aspxWed, 23 Apr 2008 13:18:07 GMTThe range of telecommunications methods employed by call centres must diversify in order to keep up with technological advances, a new report asserts.Call-centres-set-to-diversify-438011278-18560136.aspxMon, 21 Apr 2008 13:08:28 GMTRemote working can be a good thing for workers and the companies that employ them, one sector practitioner has said.Employees-and-employers-benefit-from-homeworking-438011278-18557901.aspxFri, 18 Apr 2008 11:56:06 GMTRemote working could enable sales staff to increase their success rate, a new report has assertedAn investigation by research company Aberdeen found that the ability to access telecoms facilities such as email, internet and customer relationship management systems remotely can be a boost for sales teams.Sales-success-could-be-enhanced-through-remote-working-438011278-18555828.aspxThu, 17 Apr 2008 11:17:05 GMTTelecommunications advances have enabled a growing number of business sectors to embrace flexible working, it has been claimed.Homeworking-an-option-for-many-thanks-to-telecoms-advances-438011278-18553709.aspxWed, 16 Apr 2008 10:36:34 GMTA new customer call centre in Wokingham is being introduced to help residents with frequently asked questions.New-call-centre-could-save-council-officers-time-438011278-18550419.aspxMon, 14 Apr 2008 15:18:55 GMTCall centres may find their costs lowered through a consolidated approach to infrastructure, it has been claimed.Consolidated-call-centres-can-lower-costs-438011278-18550407.aspxMon, 14 Apr 2008 15:17:31 GMTEnabling call centre agents to work from home could boost the sector's flexibility, it has been claimed.Call-centres-could-benefit-from-remote-working-438011278-18548274.aspxFri, 11 Apr 2008 14:46:08 GMTBritish customers expect more from their call centres than their overseas counterparts, it has emerged.Brits-want-more-from-their-call-centres-438011278-18548270.aspxFri, 11 Apr 2008 14:45:35 GMTIncluding details of call centre contact numbers on product pages could reportedly boost e-commerce sales.Call-centre-details-on-product-pages-a-good-idea-438011278-18539860.aspxMon, 07 Apr 2008 14:36:09 GMTAgeing legacy information systems could well represent a barrier to growth for retailers, a new study shows.Legacy-system-may-be-a-barrier-438011278-18538170.aspxFri, 04 Apr 2008 16:17:45 GMTUK call centre operations could face a crackdown by the Financial Services Authority (FSA) and PhonepayPlus (PPP) as part of a drive to eliminate incidents of bad practice in the sector.Call-centres-could-face-crackdown-438011278-18538161.aspxFri, 04 Apr 2008 16:17:41 GMTOnline shoppers should be given the opportunity to discuss their purchase with a call centre agent, one sector expert has advised.Call-centres-can-be-good-for-e-commerce-438011278-18535426.aspxThu, 03 Apr 2008 12:07:03 GMTCall centres are being used to help GP surgeries in north Wales extend their services out of hours, it has emerged.North-Wales-GPs-to-assist-patients-with-call-centres-438011278-18530968.aspxTue, 01 Apr 2008 10:45:52 GMTBusiness process outsourcing (BPO) decision makers are failing to understand the "critical" role played by IT in the practice, a new study indicates.IT-critical-to-BPO-438011278-18513802.aspxTue, 18 Mar 2008 10:50:13 GMTBritish call centres helped raise £21 million for Sport Relief last weekend, it has emerged.£21m-raised-by-UK-call-centres-438011278-18513795.aspxTue, 18 Mar 2008 10:49:23 GMTCall centres were invited to take part in a UK charity fundraising event last weekend.Call-centre-staff-recruited-for-charity-event-438011278-18511631.aspxMon, 17 Mar 2008 10:32:04 GMTCall centres with more than ten workers are being asked to help research for the UK Contact Centre Operational Review, it has emerged.Call-centres-recruited-for-research-project-438011278-18508893.aspxThu, 13 Mar 2008 17:15:20 GMTEstablishing the right working processes and systems is vital if companies are to please their customers, one industry expert has said.Systems-and-processes-ensure-customer-service-success-438011278-18504201.aspxTue, 11 Mar 2008 15:08:45 GMTA good call centre can be a vital way for a business to enhance its image with potential customers, a new report suggests.Call-centres-can-boost-corporate-image-438011278-18504199.aspxTue, 11 Mar 2008 15:07:30 GMTUK consumers receive the worst customer service in Europe, according to a new study.Brits-bemoan-ineffective-service-438011278-18494570.aspxTue, 04 Mar 2008 16:42:47 GMTNew regulations regarding the sale of equities, bonds and derivatives have been published by the Financial Services Authority (FSA).New-taping-rules-from-FSA-438011278-18492648.aspxMon, 03 Mar 2008 17:09:16 GMTCorporate executives who claim to be committed to the consumer experience have been reminded to 'walk the walk' by one commentator.Managers-should-not-simply-pay-lip-service-to-the-customer-experience-438011278-18488136.aspxThu, 28 Feb 2008 16:30:05 GMTIncreased maturity is evident in the hosted contact centre market, it has been claimed.Hosted-contact-centre-market-has-matured-438011278-18488120.aspxThu, 28 Feb 2008 16:26:45 GMTBritish businesses are finding it difficult to understand unified telecommunications, it has been claimed.UK-firms-need-help-embracing-unified-telecoms-438011278-18485865.aspxWed, 27 Feb 2008 15:50:25 GMTOutsourcing in the 21st century is rewarding, but brings with it very specific risk management challenges, a new report contends.Next-generation-outsourcing-should-incorporate-risk-management-438011278-18482184.aspxMon, 25 Feb 2008 16:53:05 GMTWorking from home can afford people a better work-life balance, according to one industry expert.Home-based-positions-can-improve-work-life-balance-438011278-18478349.aspxThu, 21 Feb 2008 16:49:03 GMTMost UK consumers are pleased with the customer service they receive when they visit a branch of their bank or phone its call centre, a new report reveals.Majority-happy-with-banks-customer-service-438011278-18474347.aspxTue, 19 Feb 2008 16:46:47 GMTSession border controllers (SBCs) could be the solution to security threats in voice over internet protocol (VoIP) call centres, a new report suggests.SBCs-key-to-VoIP-call-centre-security-in-2008-438011278-18469905.aspxFri, 15 Feb 2008 14:30:47 GMTThe technology and telecoms sectors have been the most active in terms of outsourcing, one expert has claimed.Outsourced-call-centres-offer-a-variety-of-benefits-438011278-18469902.aspxFri, 15 Feb 2008 14:29:45 GMTCall centre workers who develop personal relationships tend to improve their professional performance as well, it has been claimed.Collaborative-contact-centres-foster-better-performance-438011278-18467901.aspxThu, 14 Feb 2008 13:31:54 GMTStaff training schemes are helping call centre agents deal with customer complaints, it has been noted.Call-centre-agents-being-trained-in-complaint-handling-438011278-18466898.aspxWed, 13 Feb 2008 17:10:45 GMTLocal authorities are lagging behind commercial call centres in the field of customer service, a new study asserts.Local-authorities-should-improve-telecommunications-438011278-18463145.aspxMon, 11 Feb 2008 17:19:11 GMTCall centres could incorporate staff training into its human resources management, it has been claimed.Call-centre-staff-could-get-degrees-438011278-18458618.aspxThu, 07 Feb 2008 15:20:56 GMTCompanies in the utilities sector should improve the customer service offered through their call centres, a new report had advised.Utilities-firms-should-improve-telecommunications-service-438011278-18456556.aspxWed, 06 Feb 2008 14:27:01 GMTLocal authorities in the UK are focusing increasingly on customer service, a new study suggests.Customer-service-a-priority-for-local-authorities-438011278-18451016.aspxFri, 01 Feb 2008 16:00:56 GMTCompanies need to streamline their data protection strategies in order to safeguard their finances, a new report warns.Data-protection-important-for-company-finances-438011278-18448912.aspxThu, 31 Jan 2008 14:52:44 GMTThe volume of outbound calls being made from contact centres remains high, according to a new report.Proactive-customer-service-sustains-outbound-call-volume-438011278-18447233.aspxWed, 30 Jan 2008 15:33:06 GMTBusinesses looking to switch service providers can take advantage of outsourced call centre solutions combined with online services, it has been advised.Call-centre-telecommunications-help-businesses-switch-438011278-18442138.aspxFri, 25 Jan 2008 16:47:36 GMTContact centres in best-in-class companies look set to prioritise speech self service increasingly this year, a new study suggests.Speech-self-service-to-be-adopted-by-best-in-class-contact-centres-438011278-18438353.aspxWed, 23 Jan 2008 15:30:46 GMTCustomer relationship management (CRM) outsourcing grew in Europe between 2006 and 2007, according to new figures.Study-CRM-outsourcing-achieves-European-growth-438011278-18435059.aspxMon, 21 Jan 2008 16:33:34 GMTPhysical security is being integrated with IT solutions by a growing number of best-in-class organisations, a new report asserts.Holistic-security-solutions-increasingly-favoured-by-firms-438011278-18433154.aspxFri, 18 Jan 2008 16:50:24 GMTBusiness continuity plans tend not to extend beyond one week, a new study suggests.Disaster-recovery-plans-need-to-be-long-term-438011278-18425664.aspxMon, 14 Jan 2008 16:22:22 GMTUK contact centres are to experience 14 per cent growth over the next four years, a new forecast predicts.Growth-forecast-for-UK-call-centres-438011278-18423678.aspxFri, 11 Jan 2008 16:27:12 GMTThere is still room for more call centres in the north-east, according to several operators in the region who rebut suggestions that the market is saturated.North-east-call-centres-can-still-grow-438011278-18421720.aspxThu, 10 Jan 2008 15:51:54 GMTBusiness process outsourcing can help companies cut costs and streamline operations, according to a new report.Outsourcing-favoured-by-best-in-class-firms-438011278-18399192.aspxTue, 18 Dec 2007 16:25:35 GMTUK businesses have become more aware of the importance of business continuity over the last two years, according to BSI British Standards.Awareness-of-business-continuity-has-grown-438011278-18377371.aspxFri, 30 Nov 2007 16:42:14 GMTOutsourcing customer services processes gives companies the opportunity to focus on their main specialism, it has been claimed.Outsourcing-said-to-improve-core-competencies-438011278-18371669.aspxTue, 27 Nov 2007 14:52:47 GMTSmaller firms are not thinking enough about contingency planning, it has been claimed.Small-businesses-fail-to-prioritise-risk-management-438011278-18369582.aspxMon, 26 Nov 2007 13:02:31 GMTOne of the most important aspects of a good outsourcing relationship is good communication, it has been suggested.Communication-the-key-to-successful-outsourcing-438011278-18369580.aspxMon, 26 Nov 2007 13:01:43 GMTA growing number of contact centres are actively attempting to improve their environmental performance, according to a new study.Green-issues-high-on-the-contact-centre-agenda-438011278-18358871.aspxFri, 16 Nov 2007 15:02:49 GMTThe key to successful outsourcing lies in acknowledging the benefits of staff continuity, a new report states.Staff-continuity-crucial-to-successful-outsourcing-438011278-18357508.aspxThu, 15 Nov 2007 16:35:24 GMTMore than half of best-in-class firms use data gathered from contact centres to monitor their performance, it has been suggested.Best-in-class-firms-measure-performance-with-contact-centre-data-438011278-18350436.aspxFri, 09 Nov 2007 16:50:25 GMTThe recently published specification for business continuity from the British Standards Institute (BSI) will bring more robustness to the procedure regarding disaster planning, it has been claimed.BSI-specification-to-help-disaster-recovery-plans-438011278-18343536.aspxMon, 05 Nov 2007 17:08:44 GMTCustomer service organisations are beginning to implement strategies to optimise the value of each transaction, a new study indicates.Contact-centres-implementing-performance-improving-strategies-438011278-18341178.aspxFri, 02 Nov 2007 15:35:22 GMTBritish businesses could improve their customer retention and save millions of pounds by issuing more sincere apologies when a mistake is made, according to a new survey by reward specialist Michael C Fina.Firms-could-save-thousands-with-savvy-sorries-438011278-18334574.aspxMon, 29 Oct 2007 16:01:01 GMTBusinesses are turning to outsourcing in a bid to avoid network downtime, according to a new study.Firms-turn-to-outsourcing-to-avoid-network-downtime-438011278-18333101.aspxFri, 26 Oct 2007 17:01:07 GMTMulti-factor authentication could be the key to call centre fraud prevention, a new report suggests.Call-centre-security-helped-by-multi-factor-authentication--438011278-18333090.aspxFri, 26 Oct 2007 16:59:45 GMTThe basing of contact centre services offshore is not such a pressing industry issue as it was a few years ago, one sector commentator has stated.Offshoring-a-less-emotive-issue-438011278-18330832.aspxThu, 25 Oct 2007 14:44:23 GMTHelpdesk and support services were key drivers of an outsourcing boom on the second quarter, it has emerged.Support-services-driving-outsourcing-boom-438011278-18329835.aspxWed, 24 Oct 2007 17:01:29 GMTUK contact centres need more support in how to implement a policy regarding the EU's Noise at Work legislation, it has been claimed.Contact-centres-need-clarification-on-noise-laws-438011278-18329830.aspxWed, 24 Oct 2007 17:00:27 GMTBusiness-processing outsourcing (BPO) should be attractive to firms because of the efficiency and cost-saving benefits it offers, one sector expert has stated.BPO-offers-firms-efficiency-and-financial-benefits-438011278-18326190.aspxMon, 22 Oct 2007 16:36:30 GMTDemand for outsourcing remains strong, new research shows.Outsourcing-is-recession-proof-438011278-18324391.aspxFri, 19 Oct 2007 16:38:29 GMTCall centre operations that in recent years may have been outsourced to India are being re-exported to countries including the UK, a new report claims.Outsourced-call-centres-being-re-exported-to-Europe-438011278-18322734.aspxThu, 18 Oct 2007 16:51:41 GMTSome 150 new jobs are available at Lloyds TSB's Glasgow call centre, the company has reportedly announced.Lloyds-TSB-to-create-150-more-jobs-at-Glasgow-centre-438011278-18317567.aspxMon, 15 Oct 2007 16:22:48 GMTVodafone is to transfer Auckland work to a call centre based in Egypt, it has emerged.Vodafone-redirects-Auckland-calls-to-Egypt-centre-438011278-18314239.aspxThu, 11 Oct 2007 16:46:52 GMTGulf Air - recently named the operator of the best call centre in the Middle East - discussed the emergence of the industry in the region at a recent event.Company-touts-call-centre-investment-438011278-18314232.aspxThu, 11 Oct 2007 16:46:00 GMTIncreased business specialisation is one of the key challenges for contact centre operators, industry members heard at a recent conference.Specialisation-emphasised-at-conference-438011278-18310934.aspxTue, 09 Oct 2007 17:16:46 GMTPolice authorities in Somerset may be able to outsource to private companies under new rules that could see routine enquiries directed to India-based call centres.Somerset-police-may-outsource-routine-enquiries-to-India-call-centre-438011278-18309070.aspxMon, 08 Oct 2007 16:48:46 GMTThe Royal Institution of Chartered Surveyors (Rics) is implementing a new internet protocol-based telephony system in its new call centre, it has emerged.Rics-chooses-IP-telephony-for-new-call-centre-438011278-18307335.aspxFri, 05 Oct 2007 16:57:42 GMTNew speech recognition and text-to-speech technology could revolutionise the way that call centres operate.Speech-technology-could-revolutionise-call-centres-438011278-18297589.aspxFri, 28 Sep 2007 10:33:07 GMTA new call centre is set to open in Gloucestershire, as London General Insurance (LGI) continues the trend towards basing more call centres in the UK.New-call-centre-for-Gloucestershire-438011278-18297586.aspxFri, 28 Sep 2007 10:31:33 GMTNew technology means that basing call centre workers at home is becoming an increasingly mainstream approach for call centres looking to streamline customer service costs.Trend-towards-call-centre-home-working-438011278-18297580.aspxFri, 28 Sep 2007 10:30:58 GMTCall centre users are increasingly making use of newer communications technologies such as mobile phones and the internet, and UK call centres must be ready to deal with the revolution, according to a new survey.Call-centres-must-be-ready-for-new-technology-438011278-18296263.aspxThu, 27 Sep 2007 13:52:44 GMTOver half of British contact centre customers have identified shorter waiting times as the most important factor when dealing with call centres, a new survey reveals.Shorter-waiting-times-for-call-centres-438011278-18296262.aspxThu, 27 Sep 2007 13:52:03 GMTHitachi has opened a new call centre in the UK, from which the technology company intends to better serve its customers technical queries.Hitachi-opens-new-UK-call-centre-438011278-18296260.aspxThu, 27 Sep 2007 13:50:52 GMTSatellite navigation specialist Trafficmaster is about to launch a new SmartNav service in the UK which will make use of both GPS technology and human contact through call centre operatives to help drivers to find the fastest route to their destinations.Call-centres-to-help-direct-traffic-438011278-18296259.aspxThu, 27 Sep 2007 13:50:05 GMTA new call centre is opening in Londonderry that will create 450 jobs.New-UK-call-centre-to-create-450-jobs--438011278-18291466.aspxMon, 24 Sep 2007 16:13:17 GMT"Call centre culture" is changing to engage with the wants and needs of consumers, replacing automation with a human voice interested in callers' problems and able to deal with their queries effectively, say providers of outsourced call centres, Direct Reponse.Direct-Response-Revolution-in-call-centre-culture-438011278-18288877.aspxFri, 21 Sep 2007 11:02:47 GMTThe UK now officially provides the best call centre service in the world, with a call centre in Clydebank, near Glasgow voted the world's best contact centre at an awards ceremony in Las Vegas, USA.UK-call-centre-voted-best-in-the-world-438011278-18288874.aspxFri, 21 Sep 2007 11:02:14 GMTHigh street building society Nationwide announced on Tuesday that it plans to further expand its call centre operations in the UK.Nationwide-to-use-more-UK-call-centres-438011278-18288871.aspxFri, 21 Sep 2007 11:01:33 GMTAn overwhelming majority of people in the UK would prefer their calls to be handled by a call centre based in Britain, according to a survey conducted by high street building society Nationwide.Consumers-want-call-centres-based-in-the-UK-438011278-18287211.aspxThu, 20 Sep 2007 11:15:59 GMT