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Articles tagged with: Call Centre
Customers Rarely Complain About Mobile Data Problems
A new NOP survey commissioned by Olista, the service experience assurance company, reveals that users who encounter problems in using new mobile data services will simply give up rather than seek assistance. According to the survey of 1000 adults carried out in September 2005, 64% of those who had actually tried to use a mobile data service such as picture messaging, ring tones and gaming downloads confessed that they would give up trying after one or two attempts. more
Related Tags: customer-care, mms
New Call Center for Vodafone Portugal
Vodafone Portugal is to open a new Call Centre in Braga in November. With 180 operator stations (resulting in the creation of 360-400 jobs when fully operational), the new Call Centre is a further addition to the company's Customer Care structure outside the capital. The Call Centre will be jointly managed with the Select-Vedior Group. more
Related Tags: customer-care
Thai Operator Improves its Call Centers
Avaya says that it has successfully designed and deployed the Avaya Call Centre solution in a US$4 million contract with Thailand's AIS. Avaya was tasked to deliver the full scope of service, from solution design and implementation, through a five year maintenance contract, and since then, AIS has experienced dramatic improvements to call centre efficiency, productivity and customer service standards. more
Related Tags: contact-center, contact-centre, ais, avaya
Call center staff at risk of losing their voices
The UK trade union, UNISON has claims that thousands of workers are talking their way out of a job, as voice loss threatens the livelihood of one in 50 call centre workers. Estimates suggest voice loss already costs the UK some US$360 million a year and the union claims that the figure is set to double in the next 10 years as the number of call centres increase. more
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Orange looking to outsource call center work to India
The UK arm of the phone network, Orange is reported to be considering outsourcing some 1,500 call center jobs to India. A report in the Daily Telegraph said that the company has started trials with two India based sub-contractors, Convergys and Vertex, in which 215 call centre workers in Delhi will answer customer service inquiries during peak periods. more
Related Tags: outsourcing, convergys, delhi, call-center
Vietnam improves customer care
The ASC INSPIRATIONpro Quality Monitoring solution has been selected by VMS-MobiFone, Vietnam's second largest mobile GSM network carrier, to improve the quality of their customer interactions in their Customer Care contact centre. more
Related Tags: customer-care, contact-centre
Saudi network improves its customer care
Logica has won a contract from the Saudi Telecom Company (STC) to establish a customer relationship management (CRM) and multi-channel customer contact centre for STC's mobile phone business. In 2003, the Saudi Telecoms market will become deregulated, creating a more competitive landscape for its mobile operators. In order to help maintain its market position, STC will develop a comprehensive CRM strategy. The Logica-developed contact centre will be critical to STC's first phase of its overall CRM initiative. more
Related Tags: customer-care, cisco, contact-centre, crm, logica, saudi-telecom-company, smsc
Ericsson closes its regional R&D lab in Australia
Ericsson has announced it is closing its Australian research center, with the loss of 450 jobs. This is part of a global reduction in R&D across the company's global operations in the last 18 months and will impact 450 staff in both Melbourne and Sydney over the next six to nine months. more
Related Tags: inventions, melbourne
The Afghanistan GSM network says that it has expanded it coverage from the capital city, Kabul to include other cities during the past month, taking in Herat on May 10th, and extending out to other main cities including Mazar-i-Sherif, Jalalabad and Kandahar. Currently to meet customer needs, a pre-registration service has been initiated for each new city, which is generating a high uptake of new connections. The company also says that call centre operations commenced in the UK using Afghan expats to handle customer service enquiries whilst a 24/7 call centre operation is being set up in Kabul. more
Related Tags: gsm-license, kabul
South Africa gears up for GPRS launch
MTN South Africa now has GPRS coverage around most of the country and has gone into a preview phase of the implementation. The service allows strategic customers and partners a preview and will be available to the general public before June. more
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