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Articles tagged with: Customer Care and Call Center
The Traditional Call Centre is Dead; Online Customer Service is King
Call centre phone queues, not being able to find information on a company's website and waiting for email replies are the biggest customer service frustrations amongst British consumers using mobile phone or broadband provider websites, according to an online survey of over 2,000 people, commissioned by online customer care vendor, nGenera CIM. In fact, 96% of customers say they would proactively look for a competitor or stop using a company's website altogether following poor customer service. This is not surprising given that 93% say customer service is either important or very important when using the web. more
Related Tags: UK
Police Tracking Murderer of Vodafone Call Center Employee
Police in Mohali, Punjab, India claim to be making progress in solving the murder of a call center worker employed by Intelnet - which provides customer care services to Vodafone. Devinder Kumar Sahota, 24, was stabbed by three unidentified men after he resisted the bid to snatch his mobile phone. more
Related Tags: intel, police, India
Lawsuit over Bankruptcy of Verizon Wireless Outsourced Call Centre
Diamond Castle Holdings, which brought a call centre handling customer care for Verizon Wireless in 2006 has started legal action against the seller claiming that vital information about the Verizon contract was not disclosed during the sale. more
Related Tags: ptc, verizon-wireless, verizon, bankruptcy, texas, call-centre, florida, new-york, USA
Mexico Faces Threats in Offering Bilingual Call Centers
Research by market analyst Datamonitor expects that Mexico will continue to be a location of choice for offshore contact center services for US firms, but will face considerable regional competition from other countries in the region going forward. more
Related Tags: contact-center, compete, datamonitor, Mexico
Telesur revamps strategy to face mobile competition
In April this year, the government awarded licenses to two new entrants, Irish-owned Caribbean operator Digicel and Curacao-based UTS. Only last week Digicel finally reached an interconnection agreement with Telesur, allowing it to launch operations. more
Related Tags: qualcomm, ict, digicel, wimax,, laptop, ev-do, Suriname
Vodafone New Zealand Outsources Call Center Work to Egypt
Vodafone New Zealand has moved some call center work to Egypt after the company said it could not recruit enough staff within New Zealand. Starting next month, a team of 32 staff in an Egyptian call centre will take up to 30,000 calls per month for the New Zealand operator - increasing over time to some 200,000 calls per month and 200 staff. more
Related Tags: call-centre, unions, New Zealand
Australian Operator Takes on Outsourced Call Center
The Australian call center firm, Stellar says that it has signed an agreement with one of Australia's mobile providers (no names mentioned) to provide inbound sales to support significant growth in call volumes. The 80-seat inbound sales solution will run from 8am till midnight, seven days a week, and will help support the continued growth of the mobile telecommunications provider. more
Related Tags: outsourcing, contact-centre
Over- the-Air Configuration for Windows Mobile Devices
Synchronica says that it has added full support for device management and firmware updates of Microsoft's Windows Mobile 5 devices to the Synchronica SyncML DM Server platform. Using the industry standard OMA DM, Synchronica's SyncML DM Server can now remotely diagnose and repair configuration issues in Windows Mobile 5.0 devices or deliver a firmware update over the air (FOTA). more
Related Tags: windows-mobile, fota, synchronica
PrePay Customer Care Gets Outsourced
Telecom New Zealand says that it plans to outsource the customer care call center for its PrePay mobile customers to offices in Manila, Philippines. The company says that there will be no loss of jobs to call centre staff in New Zealand; all existing staff will be offered the chance to move to other areas. more
Related Tags: prepay, telecom-new-zealand, call-centre
Senator to pressure Subtel to get tough on customer care
The vice president of the Chilean senate Jaime Naranjo plans to ask telecoms regulator Subtel to create an independent unit aimed at increasing supervision and speeding up the response to users' complaints against telecoms operators, online news service El Mostrador reported. more
Related Tags: subtel