Global call center business to reach $337.8 billion by 2018: GIA Report

Global Industry Analysts Inc. (GIA) in its new report on the global call center business has quoted that the industry is poised to reach a whopping $337.8 billion by 2018.  The key factors that would drive this industry growth are the increased focus on customer service as a means for business development as well as […]

Aspiring Pilots looking for call center jobs in India

May 12, 2012: Indian aviation sector now contributes 0.5 % to India’s GDP and there are 1.7 million people working in this sector. According to a projection made by World Travel & Tourism council, there is a heavy potential in the travel & tourism sector and this sector will be contributing more than USD 220 […]

A guide to increase profitability through call centers

March 2, 2012:  Call centers are an integral part of the Business Process Outsourcing industry that serves client organizations by providing inbound and outbound call services, perform sales activities and in some cases even perform marketing functions. Call centers also helps the companies by collecting valuable information from the customers which helps the clients to […]

Use of speech analytics in call centers

October 27, 2011: Speech analytics is gaining wide acceptance in various industries around the world. A recent study suggests that there are 2,600 instances of implementing speech analytics around the globe. Estimates show that the opportunity for implementing speech analytics is huge and it is increasing day by day. Cost reduction is the most important […]

US outsourcing web design to Central America?

October 24, 2011: The US companies have started to outsource functions other than call centers to Central America. Central America has become a favorite destination for web designing and development. There are local companies which operate exclusively for the foreign clients.   Ricardo Arce, an entrepreneur from Costa Rica says that there are companies with […]

Outsourced call centers are no longer sales outlets

October 4, 2011: Gone are those days when call center outsourcing services were used only for the sole purpose of sales. Now a day’s companies see call center outsourcing providers as a favorable source to enhance customer experience across various customer contact channels. Earlier customer service and customer care were considered as a means to […]

Foreign firms to run first call centers in Uganda

September 27, 2011: Three years incubation centers permitted for Indian and Kenya firms in Uganda. National Information Technology Authority (NITA-U) raised white flag for three incubation call centers in Uganda earlier this week. It is the Indian and Kenyan firms Dhanush, Raps-Spanco and TechnoBrain respectively which has been given the privilege to run pilot call […]

Customer data privacy law to curb outsourcing to India

August 8, 2011: Theft of identity is a crime and thus, punishable!  On April 13th 2011, an amendment to Information Technology Act of 2008 was passed in India. This prevents electronic transmission of customer data without written consent of customers. Some of the recent scams about customer data loss and fraudulent use have made BPO […]

Performance Research in Call Center Industry

Ever since the inception of call centers, the primary goal that they strive to achieve is improvement in performance. With change in call center industry requirements, the parameters by which performance is measured has changed over time. However, there is a dilemma in the service level in the fact that the indicators which can be […]