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- International Outsourcing of Call Centre Operations: Lessons for Canadian Marketers
- Onshore and offshore outsourcing have become part of the North American business vocabulary, but so has another new business idea - the loss of what have traditionally been considered "White collar" jobs, many of them in information technology. The participants of this study revealed that no one lost their job...
- White papers 2004-03-01
- Human Resource Management in Call Centres
- This report is about the human resource practices used in U.K. call centers. It is based on a survey of 142 call centers, nearly all CCA members. Senior Call Centre Managers completed the majority of questionnaires. It covered most sectors, but particularly financial services, local government, travel and retail. The...
- White papers 2004-05-10
- Gold Blend
- Blended learning promises much but is often no more than online and classroom-based elements slapped together. Vodafone, however, shows what can be achieved when it is built from the ground up The butt of many an office joke, the IT helpdesk can be a source of frustration or a lifesaver....
- White papers 2004-01-01
- Call Centres / Business Processing Outsourcing (BPOs) Second Paper
- This is the second of two papers that are part of a study to identify and recommend strategies and policies to the Department of Economic Development & Tourism of the Provincial Government of the Western Cape PGWC that will contribute to the growth of the regional economy and the creation...
- White papers 2005-10-31
- Outsourcing Call Centres -- Are You Out of Your Mind? | BTalk Australia
- [podcast] Niels Kjellerup from the Call Centre Managers Forum gives his firm views on the woes of outsourcing call centres overseas. He says it's the terrain for companies whose business model ignores the importance of the customer. by Phil Dobbie
- Blog posts 2009-10-13
Additional Resources
- Transcom WorldWide SA opens call centre in Poland
- NORDIC BUSINESS REPORT-6 June 2003-Transcom WorldWide SA opens call centre in PolandC1994-2003 M2 COMMUNICATIONS LTD http://www.m2.com The Swedish-controlled pan-European CRM customer relationship management services group Transcom WorldWide SA said on Thursday (5 June) that it had opened its first call centre in Poland. The new centre, located in...
- Research articles 2003-06-06
- ATO in call centre revamp.
- May 05, 2003 (The Australian Financial Review - ABIX via COMTEX) The Australian Taxation Office ATO plans to ramp up its call centre operations via a $A60m deal with NEC. This will see it add 1,400 call centre software licences to its base of 2,000...
- Research articles 2003-05-05
- Bharti eyes partnership model for call centre work.
- Aug. 9--NEW DELHI -- Bharti is looking at a partnership model for its call centre operations. "IT and network outsourcing partnerships have resulted in significantly improved performance and delivered greater efficiencies. We are now embarking on a partnership model for delivery of high-quality ...
- Research articles 2005-08-09
- Merger costs 320 jobs
- Mitchell Bingemann | October 06, 2009VODAFONE Hutchison Australia has completed the first phase of its plan to integrate the two businesses, culling 320 employees in the process.In early June, following the merger between Hutchison Telecommunications Australia and Vodafone Australia, head office and state staff at each company were asked to...
- News items 2009-10-07
- Equinix, Inc. Q3 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator [Operator instructions]. Our first question comes from Jonathan Schildkraut with Jefferies. Jonathan Schildkraut - Jefferies & Company Wow. Stephen M. Smith - President and Chief Executive Officer Hey Jonathan, how are you? Jonathan Schildkraut - Jefferies & Company Hi guys,...
- Earnings calls 2007-10-30
- Cardiff keeps IT staff in innovative 'insourcing' deal
- Cardiff Council has signed an innovative 15-year 'insourcing' deal with Indian supplier TCS in a move that will allow it to transform its IT services while retaining its in-house technology and IT team. The council, which plans to spend £150m on IT services over the life of the contract, will...
- News items 2009-11-05
- Wolseley plc Interim Management Statement Call Transcript
- Question-and-Answer SessionOperator Thank you. The question-and-answer session will be conducted electronically. [Operators Instructions]. We will take now our first question from Tim [inaudible]. Please go ahead. Unidentified Analyst Hey, guys. This is Tim [inaudible] in Dublin. My first question is in relation to the stock...
- Earnings calls 2007-11-30
- CIT Group, Inc. F3Q07 (Qtr End 09/30/07) Earnings Call Transcript
- Question-and-Answer Session Operator Thank you. [Operator Instructions]. And our very first question will come from the line of James Fotheringham with Goldman Sachs. Please proceed. James Fotheringham - Goldman Sachs Thank you. Jeff, could you give an update on your plans to IPO the aircraft...
- Earnings calls 2007-10-17
- Avon Products Inc. Q4 2005 Earnings Conference Call Transcript (AVP)
- Earnings Call Excerpt Avon Products Inc AVP Q4, 2005 Earnings Conference Call February 2nd 2006, 9:00 AM. Executives: Andrea Jung, Chairman, Chief Executive Officer Renee Johansen, Vice-President of Investor Relations. Susan Kropf, President, Chief Operating Officer Charles W Cramb, Executive Vice...
- Earnings calls 2006-02-08
- Abbey switch to India would put 600 jobs at risk
- ALMOST 600 jobs could be lost at Abbey National if the high street bank moves its mortgage operations to India. Such a move would hit its call centre and processing businesses in Southampton and Middlesbrough. The jobs could be moved to Abbey's operation in Bangalore. Abbey runs...
- Research articles 2004-05-17
- Bank Qld begins IT talks.
- Jan 31, 2002 (Australian Banking & Finance ABIX via COMTEX) -- The Bank of Queensland is discussing a 10-year outsourcing deal with EDS. The bank has asked EDS for proposals on areas including loan processing, card processing and call centre operations. It anticipates saving...
- Research articles 2002-01-29
- Airline demise spells end for bookings jobs.
- Aug 01, 2002 The Mercury ABIX via COMTEX -- Australiawide Airlines' takeover of Kendell Airlines and Hazelton Airlines will result in the loss of 35 call centre jobs at Launceston. The acquisition of the former Ansett Australia subsidiaries will result in the former Ansett...
- Research articles 2002-08-01
- Open Yourself Up to Web 2.0 | BTalk Australia
- (14min 03) Click on "Play" to hear the podcast or click "Get It" to download. Web 2.0 allows consumers to say what they think about your company. On today's BTalk Australia Simon Van Wyck, a founding partner of Hothouse Interactive, tells Phil Dobbie that marketers should see...
- Blog posts 2008-07-30
- Paying For General Motors Mistakes | BTalk Australia
- (11min 47) The Australian government has promised $6.2 billion over 13 years to support the Australian car industry. The question is, of course, will the industry last that long? Holden could well be brought down with the collapse of its US parent, General Motors. With the cash...
- Blog posts 2009-03-16
- Don't Make the Economic Crisis Your Scapegoat | BTalk Australia
- (13min 06) Are you using the economic crisis as an excuse for a big drop in your own retail revenues? Brian Walker, Managing Director of consultancy firm The Retail Doctor, says smart businesses are feeling the effects less than most and some are continuing to see retail growth. He talks...
- Blog posts 2009-03-25
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