Resources

180 Resources for

Call Centers

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Call Center Outsourcing: How to Retain Employees: Turnover - also known as attrition or churn - reflects the percentage of Customer Service Representatives (CSRs) that leave a call center in a specified period. High CSR turnover is a common problem at most offshore call centers. This factor plays a pivotal role in reducing quality, increasing recruitment and...; Tags: Call centers, Customer relationship management (CRM), call-center, customer service representative, turnover, outsourcing, training; White papers
Lillian Vernon: Lillian Vernon Corporation needed an alternative to the terminals it used in its call centers, and the company wanted a reliable desktop solution with an open design platform to help call center representatives service customers. ClearCube's easy-to-install system-as well as its exemplary support team-made the process extremely easy, . Not...; Tags: Call centers, Customer relationship management (CRM), ClearCube Technology, call-center, high-performance, desktop, multimedia, keyboard, mouse, monitor, team, benefit, hardware, software; Case studies
Selling Insurance by Phone: An understanding of the resulting convergence of market forces, law, and history is critical for the growing number of banks active in the business. There is considerable incentive for banks to be involved. This article states that for many institutions, following in the footsteps of direct marketers like USAA will...; Tags: Call centers, Financial services, Customer relationship management (CRM), Financial Planning, Sales force management, call-center, bank, insurance, on-demand, incentive, sales, phone; White papers
Workforce Management Solution Transforms the Company's High-Volume Call Center: Solution Improves Call Center Responsiveness, Agents' Job Satisfaction: Belgium's leading global telecom service provider had to improve its Directory Information Service's (DIS) aging workforce management system. EDS implemented a solution that dramatically reduced average call response times, enabled call centers to handle more calls without increasing staff and boosted employee job satisfaction. EDS began by implementing VisualFMS, the...; Tags: Recruitment & Selection, Call centers, Customer relationship management (CRM), workforce management, call-center, workforce, Electronic Data Systems Corp., agent, telecommunications, job; Case studies
Patni's Web Infrastructure Management and Help Desk Solution Delivers Targeted Business Results: The client is a leader in providing financial solutions and insurance to customers across the globe. The client was looking for strategies towards cost reduction, ease of manageability and organizational effectiveness for its web infrastructure. The challenge was to provide web infrastructure management as well as 1st to 3rd level...; Tags: Call centers, Web infrastructure, Patni Computer Systems Ltd., help desk, cost reduction, Intranet, insurance, leader, Web, financial, strategy, team, Web site, Internet; Case studies

GE's Global Media & Communications Group Delivers "Call Center" Expertise: Many leading media and communications companies are taking a closer look at a seemingly routine channel for customer contact - the call center. When the professionals at GE Commercial Finance Global Media & Communications started hearing about this issue and concern from their lending customers, the group sensed an opportunity...; Tags: Call centers, Customer relationship management (CRM), General Electric Co., call-center, customer service; Case studies
Patni Manages the IT Helpdesk of the Largest Apparel Manufacturer: The client is a Fortune 500 company, the largest apparel manufacturer in the world. Over the years, the client had acquired a legacy of complex IT infrastructure to address its changing business needs. Internal helpdesk to support this infrastructure was expensive. Quality of support had also become a concern area,...; Tags: Call centers, Patni Computer Systems Ltd., help desk, TCO, cost savings, IT infrastructure, information technology; Case studies
Providing High-Volume, Multi-Channel Customer Contact Services for FSA: The U.S. Department of Education's Office of Federal Student Aid (FSA) administers programs that disburse more than $70 billion in financial aid annually to help students pay for post-secondary education. FAS was challenged to reduce unit costs while expanding the services it provides and improving customer satisfaction. Pearson Government solutions...; Tags: Pearson Government Solutions, contact center, customer satisfaction, financial; Case studies
Contact Centers for Dummies: With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide provides a high-level approach to the different methodologies in use today and offers important information on managing contact centers and profitably implementing new...; Tags: Call centers, Customer relationship management (CRM), Avaya Inc., contact center; White papers
Prudential Plc: Transforming Customer Service: Prudential had numerous call centers spread across diverse locations in UK, with each call center dedicated to handle customer enquiries related to a single product line. This meant that customers had separate numbers for each of their products and the call centre consultant had to sometimes transfer them to a...; Tags: Call centers, Customer relationship management (CRM), Wipro Technologies, call-center, customer service, transaction processing; Case studies
Ford Uses IBM e-Business on Demand to Provide a Better Helpdesk for Its Customers: Company to Dealer Systems (CDS) customers at Ford's lines of business (LOBs) demanded more variable and immediate support from CDS. To meet their needs, CDS required improved pricing and resource flexibility and greater transparency by application owner and LOB in its helpdesk solution. A "Pay-as-you-go" helpdesk management solution was designed...; Tags: Call centers, line of business, help desk, Ford Motor Co., business consulting services, IBM Corp., consulting service, pricing strategy, e-business; Case studies
9 Tips for Outsourcing Your Small Company Computer Ops: When a small company needs information technology or IT help, it typically does one of two things: it brings in a consultant to help it through the emergency at hand; or when it gets big enough, it hires a jack-of-all trades IT person. Other than that, most small businesses hobble...; Tags: Strategy, help desk, information technology, outsourcing, small business, worker, network; White papers
Bank Product Conversion Makes History in Australia: Massive Coordinated Effort Integrates IT Systems in Commonwealth Bank Merger: To complete then-biggest corporate merger in Australian history, the Commonwealth Bank had to integrate Colonial Limited's IT systems into its own massive network without disrupting customer service or business operations. IT partner EDS transitioned 340 employees from Colonial to EDS, with Colonial's help desk services following soon after. EDS converted...; Tags: Strategy, Mergers & Acquisitions, Electronic Data Systems Corp., Australia, merger, information technology, IT environment, banking, help desk, customer service, bank, network; Case studies
A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction: This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...; Tags: Call centers, Customer relationship management (CRM), Manufacturing, Electronic Data Systems Corp., automobile company, CRM solution, contact center, business process, customer service, CRM, portal, training, environment, hardware, phone, Web, software; Case studies
America First Credit Union: Taking Member Service to the Next Level With CGI's Loan Navigator: The progressive America First Credit Union saw the need to give their members fast loan decisions in order to stay competitive in the financial marketplace and continue to increase growth. They needed a process that would allow them to quickly serve their members in the call center to fulfill their...; Tags: Call centers, Scripting languages, Customer relationship management (CRM), CGI Group Inc., CGI, call-center, financial, Internet; Case studies
Large Health Plan Organization: Call Center Optimization: As a large health plan organization, call center efficiency was becoming increasingly important to meet service optimization goals. In a difficult economic environment the organization faced pressure to reduce costs and report more accurately on performance for better business decision-making. Accenture helped to improve call center productivity and service levels...; Tags: Vertical industries, Benefits, HEALTHCARE, Call centers, Accenture Ltd., call-center, health care, cost reduction, environment, performance; Case studies
Scotiabank: Next Generation Contact Center: Scotiabank, the third-largest bank in Canada in terms of market capitalization and asset size, had delivered solid financial performance in the past decade. However, the vice chairman of Scotiabank's Domestic Bank realized that no single business unit was focused on the profitability and experience of its 5.46 million mass-market customers....; Tags: Accenture Ltd., vice chairman, mass market, bank, market capitalization, asset, financial; Case studies
Patni Strengthens and Extends the Services Portfolio of a UK Based Client Through Helpdesk Support: The client is one of the leading providers of IT Services and business process management for customers in the UK. The client's business expansion plans called for frequent add-ons, upgrades and expansion to its network architecture. As a result, it had acquired a hybrid network infrastructure to address its changing...; Tags: Call centers, NETWORKING, Operational planning, Network administration, Strategy, Patni Computer Systems Ltd., network stability, help desk, business expansion, network architecture, BPM, network infrastructure, IT services, network, business process, team, information t; Case studies
A New Approach to Customer Service Helps Ensure a Sound Future: An Expert Siebel Implementation Gives Company a Competitive Edge: When an earlier implementation of Siebel's call center software failed to deliver the results this German insurer desired, Condor turned to EDS for help developing a comprehensive customer relationship management strategy and implementing the technology infrastructure to support it. Drawing upon industry-proven best practices, EDS performed a comprehensive business analysis....; Tags: Customer relationship management (CRM), Siebel Systems Inc., Electronic Data Systems Corp., benchmarking, customer service, best practice, business process, agent, strategy, industry, software; Case studies
Ashland Distribution Deploys Supportforce to 200+ Service Agents: Ashland Distribution Company wanted to revamp customer service processes and improve productivity with an easy-to-use, hosted CRM solution. As a leading distributor of chemicals, plastics, composite materials, and environmental services, Ashland wanted to share information with members of its supply chain. After successfully piloting Supportforce with eight users, the company...; Tags: Customer relationship management (CRM), Salesforce.com Inc., hosted CRM, plastics, chemicals, contact center, supply chain, CRM, customer service, agent; Case studies